Transformation Issues and Item Refunds

[Valeri.7041]

So, I have been dealing with an issue the last few days regarding my character in-game.

 

  I exchanged 150 gold for 450 gems, in order to get 5 BLKeys, which I then used mainly to get 5 BLStatuettes, adding them to the 6 that I already possessed, I had enough to then exchange them for a Total Makeover Kit. I used it on my human male Ele to make him as tall as possible, in which case I did very accurately over the normal limit (yellow square) up to full max.

  2 days later, I noticed that my character wasn't as tall as other human males (no novelties or buffs), so I checked with the Aesthetician, where I found out that I could still get my character taller. Figured that it was a bug, that my height didn't got registered correctly from the transformation and so I asked for a Total Makeover Kit refund. I provided all the necessary screenshots: the gem purchases, my height comparison to other human males that were max tall, the aesthetician's customization options, the amount of BLStatuettes that I had as well as 5 emails giving a detailed description of my situation, how it happened etc.

  Turns out that I cannot get a kit refund because I dealt with a similar issue long ago. I find this irrelevancy to be meaningless and extremely disappointing. I don't understand why me dealing twice with an issue prevents me from receiving the support that I ask for and need. I'm no pro and these 450 gems did not come easy to farm. All I got was an "unfortunately we will not be able to assist you as we already have assisted you prior". So apparently, I am not allowed to deal with an issue twice, this time a bug resulted from the game itself may I add... I think it shouldn't matter what kind of issue I'm facing, as long as it is an in-game real issue that can be resolved, I should be able to get help, but I guess not.

  So, I’m honestly very disappointed in the gw2 team support for handling this case specifically, because it could have been resolved and righteously so, since I’m not asking for anything more than what is already mine, paid fair and square and easily restored, not my fault the game bugged on me. I don’t think I’m saying anything unjust or offensive, in contrast I think that being blamed for something that I didn’t do, especially when I am the one that lost my time and 450 gems, yeah that is offensive and very disturbing…

  However, I do not want to just talk about my personal issue. Restoring and refunding destroyed/lost/wasted items has been the only problem I had to deal within the game relating to the gw2 team support and that is as far as I will extend this very issue, since I am happy and satisfied from all other contents and aspects of the game. I know that I am not the only one dealing with refunding items and kit transformation problems. So, I am posting here asking for other people’s opinion on my case and on the subjects that I called forth. I personally feel as though my time and resources got wasted and worst of all I am not feeling comfortable using another kit on any of my characters or spending money on gems. This is how I view the situation and I believe that the game would be much better if these issues would be investigated and worked on more.

 

Today is my 150 Gold, tomorrow is my or someone else’s legendary sword, my choice is to do something about it now while the damage is little. But what are your opinions on this?

[mindcircus.1506]

2 hours ago, Valery.6187 said:

Today is my 150 Gold, tomorrow is my or someone else’s legendary sword, my choice is to do something about it now while the damage is little. But what are your opinions on this?

How does one change the height of a legendary sword?

[Valeri.7041]

I was talking about wasting resources like gold and lots of time, today I lose 150 gold, another day somebody loses their legendary sword, either way no refund.

[Inculpatus cedo.9234]

You can ask to have your ticket escalated to a Senior CS Team member. Update your current ticket; do not create a new ticket.

 

Unlikely any CS Team member would see your thread.

Many players have posted that they have received assistance with the same issue (whatever it might be) more than once, so it seems odd that would be the reason.  Unless it might have been very recent this particular issue occurred? 

 

Regardless, good luck. 

[Valeri.7041]

Well yeah it occured to me within 3 days just this week. The previous time I got a refund but I actually got half of it, meaning I accidentaly dropped 2 kits but since they didn't believe me I asked for 1 back. Now that the 3rd kit has bugged and it's not my fault they literally said what I wrote. I don't see why it being recent matters. I'll think about asking for a Senior advisor. Thank you

[Danikat.8537]

19 hours ago, Inculpatus cedo.9234 said:

You can ask to have your ticket escalated to a Senior CS Team member. Update your current ticket; do not create a new ticket.

 

Unlikely any CS Team member would see your thread.

Many players have posted that they have received assistance with the same issue (whatever it might be) more than once, so it seems odd that would be the reason.  Unless it might have been very recent this particular issue occurred? 

 

Regardless, good luck. 

I stupidly chose the same birthday backpack twice on my second account, which made it impossible for me to get all 5 because you only get 5 backpacks total. I contacted support and they were able to swap it for me but that reply included this warning:

 

"In most cases the support team is not able to replace individual items in situations of this nature. However, we were able to make an exception for you in this particular situation. Please be very careful because it is possibly unlikely that we will be able to provide another replacement like this for you in the future."

 

I've previously heard that in cases like this they will do one replacement per player (or per account?) but if you make the same mistake again, either with the same item or a different one, they will not fix it a second time. (Possibly because they don't want to enable players simply being careless and assuming support will fix whatever goes wrong, as that could waste a lot of their time.)

[Valeri.7041]

  I see the point that you are trying to make, however I don't think that refunding lost items should be treated as a onetime only exception, while considering the low limit and the negative approach, I find the applications of the system to be harsh and poorly thought out.

  Imagine how many players could be enjoying the game knowing that in case of an accident occurring, they could still have a chance of resolving it (which I believe is very possible in most instances after reviewing other people’s experiences, usually all the data is there), instead of getting discouraged, rage quitting or eventually giving up on a part of the game completely for having such an awful time, like I did. I am personally worried and afraid to get another transformation kit because there is an unknown chance of it getting bugged again, leaving me with the “kind words” of the team refusing to assist me.

  I'm not saying that there should an unlimited easy access to refunding all sorts of items, I do think that each case should be examined more carefully and include a more empathetic approach so that everyone gets to play fair. No one is asking for free stuff or tries to fix every little mistake they made on managing items. I can understand that the situation could shift into another direction like the example you gave, where people would constantly ask for item restorations and create enormous spams of emails. So, to avoid that, there should be more work done on the refunding system overall, because if it is righteously reformed then in long-term Guild Wars 2 would benefit much more from the game quality players would have, rather than an increase in emails, something that they are ought to deal with.  

  Then again though I’ll bring my case forward again because it depicts a completely different scenario than what you referred to and I think that it can prove to be an excellent point and argument. I didn't accidentally waste an item. I used it correctly and it bugged on me. I’m certain that somewhere in the database this can be seen. It isn’t my fault that the transformation didn't register my height correctly. I volunteered to get suspended or worse if I was proven to be lying, because I knew I was telling the truth and I put my hand on the fire trying to prove it. The previous time I got a refund it was a long time ago and it wasn’t even a full refund, I got half of what I lost back so the services I received left me disappointed and unsatisfied even more when this issue came to surface once more. I did not carelessly lose the items or wasted the support team's time. I got treated unfairly twice on an issue that could be handled much better. That’s all I have to add.

[Valeri.7041]

A big role in players leaving plays the refund system and bugs. I just want to say that there is nothing worse for players than feeling like their time goes to waste, their progress goes unnoticed and that their efforts get shattered to pieces, especially when it's not even their fault.