Living World Season 3 complete pack not appearing in store for me - Page 2 — Guild Wars 2 Forums

Living World Season 3 complete pack not appearing in store for me

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  • Well the sale's over and because of this bug, I didn't get to buy Seasons 2 and 4. :(

  • Krytor.7480Krytor.7480 Member
    edited September 11, 2019

    Having the same issue here. I have an unanswered ticket pretty much since the sale started. I'd really love to play LS3 before I move on to PoF story.

    It seems this is only happening to people that purchased PoF after the LS5 annoncement and got HoT for free. Can anyone prove me wrong?
    Could there be other missing features (currently seems to be only gemstore related) from the HoT expansion and I just didn't notice yet? It was a very good deal, don't get me wrong. But this is buying something and not getting the full package.

    Give us some update on the issue at least, it's bad enough we missed the sale.

  • @Krytor.7480 said:
    It seems this is only happening to people that purchased PoF after the LS5 annoncement and got HoT for free. Can anyone prove me wrong?

    No need to prove you wrong, it's already been confirmed that's the problem. No one understands how it could have happened either because nothing should have had to change by making HoT free this way, the PoF purchase would normally just be treated like a bundle that gave both but for some reason only the activation keys given out since the day of the new season announcement are busted like this. But yes, there is more broken than just the gem store in my experience. HoT recipes also are not appearing on recipe vendors like in WvW, while PoF recipes are. So it's not JUST a gem shop problem.

    I've had my ticket responded to and the only update is "we're working on it." Which after two weeks of an expansion being broken for no discernible reason is pretty much unacceptable. Communication is necessary for an issue like this, ANET. What changed with Heart of Thorns when you made it free? What changed about the Gem Store? I get why it might be taking so long to fix what with the loss of staff but what kind of problem is it that requires this much time to fix?

    At this point I'm more upset that I went for PoF Ultimate. HoT going free made no difference in the price for that bundle, but I actively ended up paying the same price for less content and functionality than I would've had if I did it one day sooner.

  • Healix.5819Healix.5819 Member ✭✭✭✭
    edited September 12, 2019

    @Archmortal.1027 said:
    What changed with Heart of Thorns when you made it free?

    Just that. They didn't really give people HoT, they made it "free" / they changed the requirements to owning either PoF or HoT. Since these accounts don't actually have HoT, anything that still requires it is locked.

    They should really remove the locks altogether and just show the warning instead (and again when confirming the sale). If people want to buy something they can't actually use because it's on sale, let them.

  • So, for example I can't buy some gliders from shop now, still game thinks I need HoT for that. Do I need to make ticket or it's global problem?

  • @ruikarikun.9402 said:
    So, for example I can't buy some gliders from shop now, still game thinks I need HoT for that. Do I need to make ticket or it's global problem?

    Support told me to wait till its fixed, so its a global problem that support can't fix for your account.

  • @TheTimmaeh.2957 said:

    @ruikarikun.9402 said:
    So, for example I can't buy some gliders from shop now, still game thinks I need HoT for that. Do I need to make ticket or it's global problem?

    Support told me to wait till its fixed, so its a global problem that support can't fix for your account.

    Same. They told me to wait until it's fixed and reply back to them, and they'll give me the discount that I missed.

  • nihil.6017nihil.6017 Member ✭✭
    edited September 13, 2019

    Core of their answer:
    Rest assured; we are working to get this back on the shop for our valued players, including yourself, as soon as possible.
    When the issue is resolved, please contact us again and we will look into being able to give you sale that price, no worries <3

    I hope they'll fix it as soon as possible as they're saying... gearing for fractals without LS3 Maps is sooo painful.

  • That's reassuring! I hope team will release answers in this topic too. It would be nice to know they're working on it.

  • Got the response from the support regarding this issue, thought I'd paste it here for all experiencing the same problem.

    I understand you're having trouble purchasing the Living World Season 3 Complete Pack from the Gem Store at this time. After taking a look into a few things on our end; I've found that the team is aware of the issue and working to get a fix out as soon as possible. With that said, I am unable to force this item to appear on your specific Gem Store, however, there is an ongoing thread for this reported issue. You can keep an eye on this page to see when this issue is resolved, in addition to any updates regarding the Sale or Availability of the bundle:

    Living World Season 3 complete pack not appearing in store - https://en-forum.guildwars2.com/discussion/comment/1030927/#Comment_1030927

    Rest assured; we are working to get this back on the shop for our valued players, including yourself, as soon as possible.

    When the issue is resolved, please contact us again and we will look into being able to give you that price, no worries <3

    Thanks for reaching out, and if you need anything else, please don't hesitate to let us know!

  • Speechless.3647Speechless.3647 Member ✭✭
    edited September 17, 2019

    I was hoping the issue will be resolved with today's patch but unfortunately it seems to be partially solved.
    On one hand I can now see the HoT deluxe upgrade for sale and all gliders seem to be purchasable (so Gem store now recognizes that my account owns HoT), on the other hand Season 3 Complete bundle is still missing completely from the Gem Store for me.
    The only thing that now is for sale in the Living World section is a Lava lounge pass (or something like that) that contains an episode of season 3 but no others.
    Any feedback for this please? We are so close buying Season 3 yet so far...

  • @Speechless.3647 said:
    I was hoping the issue will be resolved with today's patch but unfortunately it seems to be partially solved.
    On one hand I can now see the HoT deluxe upgrade for sale and all gliders seem to be purchasable (so Gem store now recognizes that my account owns HoT), on the other hand Season 3 Complete bundle is still missing completely from the Gem Store for me.
    The only thing that now is for sale in the Living World section is a Lava lounge pass (or something like that) that contains an episode of season 3 but no others.
    Any feedback for this please? We are so close buying Season 3 yet so far...

    I can confirm this. As of now, everything BUT season 3 is available in the gem store. I hope this issue gets resolved soon, I want to catch up with the story before starting with the icebrood saga...

  • Worth mentioning that while you can't buy the complete pack, you can buy each episode individually in the story selection menu. I think it costs slightly more in gems, but it's up to you whether it's worth it to buy now or wait however long it takes for ANet to fix the issue.

  • @robertbobman.2857 said:
    Worth mentioning that while you can't buy the complete pack, you can buy each episode individually in the story selection menu. I think it costs slightly more in gems, but it's up to you whether it's worth it to buy now or wait however long it takes for ANet to fix the issue.

    This could be done even when the gem store didn't acknowledge ownership of HoT but I think the price difference is quite big (1200 vs 960 gems) and besides that we all waiting for the complete bundle to appear as ArenaNet promised to give us the discounted price we missed during the anniversary sale (which was 624 gems as the wiki page says) so that's almost 50% discount than buying the episodes individually.

  • Can confirm, everything available, but no LS3. I hope they don't intend to make us wait for their next programmed sale of this item, that could take forever...

  • We're looking into why the Living World Season 3 Complete Pack is not showing up in the Gem Store. Sorry about that!


    Stéphane Lo Presti
    Content Marketing Manager

  • @Stephane Lo Presti.7258 said:
    We're looking into why the Living World Season 3 Complete Pack is not showing up in the Gem Store. Sorry about that!

    Thank you for the response :)

  • @Stephane Lo Presti.7258 said:
    We're looking into why the Living World Season 3 Complete Pack is not showing up in the Gem Store. Sorry about that!

    If we purchase the parts individually, can support refund us the gems? That is a manual workaround at this point, but at least it would work.

  • I do know that they are going to honor the sale price of the LS3 pack once it is fixed, we just need to contact them. I cant say they will give credit, but it would make sense to credit back the account the difference.

    "When the issue is resolved, please contact us again and we will look into being able to give you that sale price, no worries <3"
    Regards,
    GM Fiction
    Guild Wars 2 Support Team*

  • @Stephane Lo Presti.7258 said:
    We're looking into why the Living World Season 3 Complete Pack is not showing up in the Gem Store. Sorry about that!

    I can add that some HoT gliders skins are locked. It thinks I don't have HoT, while I got it :)

  • @Stephane Lo Presti.7258 said:
    We're looking into why the Living World Season 3 Complete Pack is not showing up in the Gem Store. Sorry about that!

    Thank you! We're hoping that the sale for the LW Packs will return because of this issue.

  • Linken.6345Linken.6345 Member ✭✭✭✭

    @Fidelis.8350 said:

    @Stephane Lo Presti.7258 said:
    We're looking into why the Living World Season 3 Complete Pack is not showing up in the Gem Store. Sorry about that!

    Thank you! We're hoping that the sale for the LW Packs will return because of this issue.

    Maybe read the thread?
    When you can see it in gemstore contact support to get the discounted price.

    @NytEMarE.3064 said:
    I do know that they are going to honor the sale price of the LS3 pack once it is fixed, we just need to contact them. I cant say they will give credit, but it would make sense to credit back the account the difference.

    "When the issue is resolved, please contact us again and we will look into being able to give you that sale price, no worries <3"
    Regards,
    GM Fiction
    Guild Wars 2 Support Team*

  • As of the build that just went out, Living World Season 3 is now visible for me

  • NytEMarE.3064NytEMarE.3064 Member
    edited September 19, 2019

    Yes, same for me. Looks like it is fixed.

  • Same. Will Living World 3 be going back on sale for a few days, or should we bug support? Do we buy it now and ask Support for a refund of the difference?

  • @Shadeness.6730 said:
    Same. Will Living World 3 be going back on sale for a few days, or should we bug support? Do we buy it now and ask Support for a refund of the difference?

    I asked how to proceed on my new ticked, I'll report it here once I have any news.

  • Issue is also fixed on my side :3 Ive emailed the support mod who told me i should message back when the issue was fixed , so i can get the discounted price . Will report back after a response is given/an action is taken

  • Onza.6083Onza.6083 Member ✭✭
    edited September 20, 2019

    Another update (kitten support team replies quickly at 2am , I'm in South Africa ) anyway the staffperson i spoke to told me to buy the pack and then message them once again and they'll refund the difference to me . I woke up this morning , spent like 140g to gain a few more gems to be able to afford the pack , bought it and have messaged the staffperson again . If all works out the difference will be back in my account by tomorrow morning ;)

    So just to clarify , if you want to buy it at the discount that it was during the anniversary sale , you now need enough gems (960gems) to be able to afford the non-discounted price so that A-net can then refund you based on anniversary price ^_^ cheers

  • @Onza.6083 said:
    Another update (kitten support team replies quickly at 2am , I'm in South Africa ) anyway the staffperson i spoke to told me to buy the pack and then message them once again and they'll refund the difference to me . I woke up this morning , spent like 140g to gain a few more gems to be able to afford the pack , bought it and have messaged the staffperson again . If all works out the difference will be back in my account by tomorrow morning ;)

    So just to clarify , if you want to buy it at the discount that it was during the anniversary sale , you now need enough gems (960gems) to be able to afford the non-discounted price so that A-net can then refund you based on anniversary price ^_^ cheers

    Good to know! They still haven't replied to my ticket. Let us know when you received the refund. :smiley:

  • Final update from me , A-net refunded me the difference in gems and i have the complete set of lws3 eps ^_^ quick responses all round from their support team , very well handled . A++

  • nihil.6017nihil.6017 Member ✭✭
    edited September 22, 2019

    I've got refunded. It was 960 for the full price and 624 for the discounted one. It should have been 336 gems, but I got 317, since this purchase was done via gold to gems, maybe they calculated the difference on the fluctuating conversion rate? No idea, well I guess it's something. Just reporting, not complaining, I'm fine with it since the difference is minimal and no money were involved on my part this time.

  • In my first ticket when the issue was still there they replied twice within 24hrs. It's been 5 days I've created a followup ticket for the refund procedure and still no answer at all.
    Not sure if I have to wait more or create another ticket maybe?

  • Any duplicate tickets for the same issue will only delay responses. Close all duplicates and only update the original.
    Be aware: due to high volume, responses take longer than usual.

    Good luck.

  • Shoutout to GM Fiction for responding to both my tickets, first regarding the bug and then about the refund, within 12 hours <3

  • I had no such luck. It took support over 7 days to answer my ticket with something to the effect that they are aware of the problem and asking for a bit of patience. Really? After waiting for over a week to hear anything back with the sale long over? That was on the 13th, no update since then but the ticket got closed so I had to open another one which has not been answered yet. Luckily I found this thread on the forum and it seems I am not the only one but I am severely disappointed by the poor communication. I had bought the Ultimate PoF package plus 70Euros in gems after coming back to the game after 4 years absence. That's more than I'd spend on any other game just like that and I am sure I'd heard back from pretty much any developer that cares about their customers. Extra ridiculous because it is a ticket about me actually WANTING to spend money on the in-game gem store, you'd think they would care about paying customers or at least update my fist ticket about the issue being resolved and how I could claim that missed deal via support as it had been suggested in this post.

    All I wanted was to get back into the game and play the content I had missed before the release of Icebrood Saga when I came back to the game early September but this support case has left a really sour taste and could have been handled much quicker and with clearer communication from Anet. Still not resolved in my case and the issue is known for over 3 weeks.

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