GM refused to ticket an item over

#0 - May 2, 2010, 5:54 a.m.

So, here's the deal. Last week sunday, Heroic DBW dropped. We mislooted it to a guildie (Replicator). Long story short, guild decided it should to to me instead. So we think no big deal, right? We'll just ticket it, since it was past the 2 hour time. So, it takes an entire week to get a response. This GM's response was "I am unable to transfer items between characters. If you do not transfer the item within the 2 hour time period, there's nothing we can do."

I almost fell off my chair laughing... Ticketing an item past this is commonplace...Does replicator just keep ticketing and hope for someone who has an IQ over 50, or do we just give up? Is there some new rule we are unaware of?

#45 - May 2, 2010, 2:27 p.m.

Now that a 2-hour trade window has been implemented, we feel that players have ample time to identify a looting mistake and correct it manually without Game Master intervention. I sincerely apologize if it took your guild over 2 hours' worth of in-game time to identify the mistake at hand; however, we will be unable to transfer this item.

Ultimately, we strive to provide our player base with the highest quality customer service, and will do whatever we can to make that a reality. If we felt that providing our players endless refunds, loot swaps, and gold reimbursements equated to epic customer service, we would surely offer this sort of assistance all the time. Unfortunately, however, we've found that doing these things does not result in good customer service; instead, it creates extremely lengthy wait times and encourages our players to become dependent on our staff. To ensure that we're able to assist players experiencing more extreme issues in a more timely manner, we have implemented a number of safe guards and in-game exchange methods so that our players can assist themselves and not be forced to wait for a Game Master for assistance.

Once again, I'm terribly sorry that your guild did not recognize the error soon enough. If you feel that more time should be granted to exchange these sorts of items moving forward, I encourage you to share your suggestion on the Suggestions Forum. Additionally, I encourage you to speak with your guild leaders to discuss how you distribute and verify looting rights to ensure you have ample time to correct any mistakes.

Best wishes and good luck.