There was a sale on transmutation crystals in the gem store sometime in March. Since pretty much all my characters needed new look on exotic/ascended gear I decided to purchase 50(2×25). A few days later Arenanet announced the new Wardrobe update. Since it was clearly stated that after the update applying a look to an item will cost same for low lvl as for lvl 80 I felt like my purchase was unusable. I do realize that they can be transformed into transmutation charges but so can normal stones (even if at a lower rate). Since before it was necessary to buy transmutation crystals from the gem store and after the update it is not I have decided to request a refund. I have not used any of the crystals. I sent a ticket to support explaining this whole situation to which they responded that gem purchases are seldom refundable. Then I responded explaining even further that the whole new update completely changes it and if I knew about it I would not make the purchase they responded that they cannot refund anything concerning the April 15th patch before the date itself. So I waited and now the update is here and I responded to the ticket yet again. What I got back was the exact same message as I did the first time stating that gem store purchases are seldom refundable.
I do not know if the support team actually reads everything or just the first sentence and then reply with a generic message but I truly thought they would understand my situation. Not like I will be getting real money back or anything but I did spend it on something that I later, because of their update, did not truly need or desire. Besides, the word “seldom” actually means rarely or not often. And this case should be one of those rare ones.
Does anyone out here have any advice on what to do, I feel like there is no getting to them. This is one of the worst experiences with a support team in any game. I have even seen a video Arenanet posted where one of the employees stated they will be refunding transmutation splitters and I believe this is an even bigger reason for a refund.
Sincerely, Rene
