Gem store sends you the wrong stuff?

[nOne.4165]

So a question to follow and any help / advice would be appreciated. With this awesome mount sale going on, I went and purchased 3 skins: the Grand Lion Griffon Skin, The Reforged Warhound Jackal Skin, and the Umbral Demon Skimmer Skin. When I went to check my mail, I was sent 2 Reforged Warhound skins and one Umbral Demon Skin. I logged a ticket a week ago and have gotten 0 responses. With the sale ending, I went forward and bought the Grand Lion because that's the one I really wanted in the first place. So has anyone else experienced this? Also, what's your experience with ANet help? I only had one previous incident which was resolved quickly and satisfactorily within a couple days but I haven't even gotten even an initial response back yet. Is this the norm?

[Randulf.7614]

Experience with Support is usually positive. The waiting times are just very, very long at the moment.

If you want my best guess, you will get it resolved to your satisfaction

Just as an extra, did you not get an auto reply? Even in your spam box?

[Illconceived Was Na.9781]

@nOne.4165 said:So a question to follow and any help / advice would be appreciated. With this awesome mount sale going on, I went and purchased 3 skins: the Grand Lion Griffon Skin, The Reforged Warhound Jackal Skin, and the Umbral Demon Skimmer Skin. When I went to check my mail, I was sent 2 Reforged Warhound skins and one Umbral Demon Skin. I logged a ticket a week ago and have gotten 0 responses. With the sale ending, I went forward and bought the Grand Lion because that's the one I really wanted in the first place. So has anyone else experienced this? Also, what's your experience with ANet help? I only had one previous incident which was resolved quickly and satisfactorily within a couple days but I haven't even gotten even an initial response back yet. Is this the norm?

Regardless of the reasons, first update your ticket to say that you also bought the Grand Lion.

If I understand, you've now spent 6400 gems, when you should have only spent 4800. Accordingly, when you update your ticket, simplify the story for them:

• You accidentally bought two reforged warhound skins
• You want a refund on the second

Support will almost certainly be able to do that. However, your wait time might be 3-4 weeks (apparently, they haven't yet resolved their current backlog).

Good luck and please let us know how it turns out.

[nOne.4165]

Awesome! Thanks for the advice. You are correct, spent a total of 4x1600. I had already updated my ticket to explain I bought the extra Griffon so I wouldn't entirely miss the sale. I'll go in and try to see if I can simplify things a bit.