No confirmation; gem store lag and then took away all my gems and sent multiples of something — Guild Wars 2 Forums
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No confirmation; gem store lag and then took away all my gems and sent multiples of something

I was trying to send one mount voucher to two friends and the gem store was bugged. It did not give me confirmation that I had placed an order and didn't take away any gems until suddenly ALL my gems were gone and seems to have sent multiples to one person and then the other person didn't get anything. I don't know if it sent to the wrong person or what. I've contacted support but they told me those people need to delete the item (one had already clicked on them thinking they were a promotional giveaway and the other has not gotten them but they are apparently sitting in some mailbox).

It ate almost 50 dollars in gems because the gem store was bugged. I am incredibly unhappy with this and would like a refund since it was due a bug.

Comments

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    You will need to discuss it with the CS Team by updating your ticket.

    Good luck.

  • I have. I'm waiting to hear back.

  • So they are refusing to fix this issue even though it was 100% on their end that caused multiple items to be sent in error as well as sending 2000+ gems worth of items to the wrong recipient. I am incredibly disappointed in Arenanet's inability to perform basic customer service skills and will be contesting the payment through my bank and attempting to get a refund that way since they refuse to take responsibility for their gem store being buggy as kitten.

    Just some backstory; I have played the game for 7+ years. I have made thousands in purchases in that time and have NEVER asked for a refund before. So it's not like I'm trying to scam them.

  • I want to know why everything in TP/Gemstore UI is SO SLOW/LAGGY. How do you not have the main RMT interface nailed down? Doesn't your business sort of depend on it?

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    Be careful using charge-back as a way to gain satisfaction. Your account will be terminated and you will be added to Digital River's blacklist.
    You can ask to have your ticket escalated to a Senior Team Member.

    Good luck.

  • My ticket was escalated and they fixed the issue :)

  • Terminating and blacklisting an account because of a charge back seems super drastic and something a low budget scammer website would do. Especially if that account is in good standing and has a positive transaction history.

  • TheQuickFox.3826TheQuickFox.3826 Member ✭✭✭✭

    @Caldori.7251 said:
    Terminating and blacklisting an account because of a charge back seems super drastic and something a low budget scammer website would do. Especially if that account is in good standing and has a positive transaction history.

    Maybe, but what about giving support the possibility to solve the problem first? In my experience, they so far have been both helpful and reasonable the times I needed them. Just be sure to have patience, be friendly and clear. You can always chargeback later if everything fails but as others already told: ArenaNet and/or DigitalRiver may see that as theft. Especially if you bought something that is still on your account. So, if your account has any value to you, I would recommend against using the instrument of a chargeback.

    Ascalon Will Prevail!

    GW Wiki user page | GW2 Wiki user page

  • obviously you wouldn't resort to chargeback off the hop. Our friend here was pretty agitated and considering a chargeback due to bad CS. Imagine if they had done the chargeback and ArenaNet just auto deletes their account like Inculpatus describes. that would not be a fun situation to be in. A reasonable recourse would be to lock the account and send an email to the user that "this is the situation" and open a dialogue because misscommunications like what could have happened here can lead to a massive trust breach between the business and customer. If that harsh mentality toward chargebacks is something they feel strongly about then they should have a disclaimer during purchase that this is a no refund game, your mistakes are your own. kinda like gamigo or runeforge games as an example

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    The 'disclaimer' is in all caps in the User Agreement that each player agrees to.
    https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/
    (Section 4b)

  • Teratus.2859Teratus.2859 Member ✭✭✭✭
    edited March 29, 2021

    Ignore this post, please delete.
    (wish we could just delete our own posts)

  • Caldori.7251Caldori.7251 Member ✭✭

    regarding inculpatus, my observation is not about whether or not that are entitled to or not... i never said they were not allowed. I'm just bringing up that potential consequences and bad PR that executing that power may have. Arena Net can put whatever they want in their EULA... they could have a section in all caps that said if you log in for less then 1 Hr per month your account gets deactivated for being idle or a section that says if you change your password more then 10 times a month you will be charged 500 gems automatically. it's not about what they write in all caps its about what happens when they do what they say they are going to do.

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    Seems to have worked for the last 8+ years. /shrug

  • Caldori.7251Caldori.7251 Member ✭✭

    ya i guess i was wrong on that one, my bad