146467-items-removed-from-my-account-inventory-and-a-unhelpful-support-team

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After many emails to support and a outcome thats not ideal its been suggested by them that i make a forum post.
 
I have attached the email chain history as im to angry to type it all again.
 
If a dev is reading can you please take action
 
summary:
* Z88 hoverboard kit was removed from my account with out my knowledge
* essential checks are not in game to advise of these types of action.
* item is yet to be returned to me
 
Thanks,
 
 
Nikko (WildStar)
Nov 6, 15:43
Hi there,
Thank you for the update. Rest assured that this issue has been forwarded to the proper department for further review. However, any updates that we need to let the community know about, will be mentioned on all forms of communication including our Knowledge Base (http://support.wildstar-online.com/home) and the WildStar forums (https://forums.wildstar-online.com/forums/).
Also, thanks for the feedback! While we here at Support love hearing from you, the best place to get your feedback heard by the Devs is on the forums! If you log into your forum account, and then click on “Forums” and in the list of forum discussions, there is one called “General Discussion,” which I've linked for you below:
https://forums.wildstar-online.com/forums/index.php?/forum/102-general-discussion/
The developers are reading that forum thread constantly. If you can, please go there and submit any feedback that you have.
Thanks for helping to make WildStar great!
Cheers,
NikkoNCSOFT Support Team
email.com
Nov 6, 14:44
Hi Eric,
Thankyou for your reply I was beginning to think I wasn't going to get one. Unfortunately I can't simply ask for it to be sent back as I don't know who that player is, so that's no longer an option and believe me I'd much rather have done that than go down that path of contacting support given my previous experiences with your team.The offer of nothing and maybe the devs will adjust the code is not good enough.The game has flaws and this one is just plain stupid, you should be rewarding me for highlighting such a fault instead of punishing me.At no time was I told a item could be returned without my consent, at no time was I told how long a item could stay in my account, at no time was a warning displayed that if I didn't activate my item it would be returned to sender and at no time was I aware that that was what happened to my item.
I have sent now 10 emails to support regarding this matter, the replies have been largely dismissive, if this feature as you say is "working as intended" why didn't my first reply email state this.I understand that if I had contributed to the loss of my item i would except the outcome to be this and move on, but I didn't contribute to this unless playing that game in its current state is considered contributing to my item being stolen from my account.I have been a supporter of this game for more than a year ( I have the mount to prove it ) and I'm apart of a very small oceanic community who already feel unloved due to weird maintenance during our prime time and high latency just to name a few but I put up with it as I love so many things that W* has to offer.Support however lacks especially for issues relating to checks and measures that have not been done for systems and processes like the gifting one.Because I didn't contributed to my item being returned without my permission or knowledge from my account, the request for a replacement item is clearly not unreasonable. I don't expect you to find the player that gifted me that item and take it from them. I do however expect you to acknowledge the circumstances which has caused this and to do the right thing by replacing that same item back into my account.If you don't have the authority to say yes then don't say no I'd rather you escalate my formal complaint to someone who can review this matter and make that decision.
I look forward to your reply and more importantly a positive customer focused outcome.
Regards .
Sent from my iPhone
Eric (WildStar)
Nov 6, 08:14
Hello,
Thanks for getting back to us.
First of all, we would like to apologize for the inconvenience that this has caused, and rest assured that the suggestion for adding a timer on how long gifted items can be claimed will be forwarded to our devs as we can see that this is indeed something necessary for players to see.
Unfortunately, we will still be unable to return the gifted item to your account. Please contact the person who gifted this item to you and see if it can be sent back.
Apologies again for being unable to provide further assistance on this. Please let us know if you have any further questions and concerns.
Regards,
EricNCSOFT Support Team
email.com
Nov 4, 17:09
Why would you have that feature and not advertise it, No where is it stated that a unused item is gifted back after a set period of time.I'd like to escalate this issue as a formal complaint with a ideal resolution of that same item type being replaced back to my account.
Sent from my iPhone
Eric (WildStar)
Nov 4, 14:09
Hello,
Thanks for getting back to us.
Unfortunately, it would appear that the unbound mount that was still sitting in your account inventory was sent back to the person that gifted it to you. Gifted items are sent back to the senders if they remain unclaimed by the person they were gifted to after a certain amount of time has passed, and this is a feature that is working as intended.
We hope that this clears things up for you.
Regards,
EricNCSOFT Support Team
email.com
Nov 3, 07:00
The item was a unbound Zboard 88 hoverboard and flair setThe item was gifted to my account as a result of a trade for in game currency. From memory I obtained this on the 24th or 25th October.To clarify the missing items was a complete set I did have 2 of these 1 was already applied to my engineer and one that was unbound to any player.Thankyou
Sent from my iPhone
Kristian (WildStar)
Nov 3, 04:12
Hello there,
Thank you for contacting Wildstar Support Team. For us to be able to investigate further, please provide us additional details regarding the item you have lost, such as the exact name of the item you have lost, and where you have obtained the item.
We look forward to your reply.
Regards,
KristianNCSOFT Support Team
email.com
Nov 3, 03:53
The weekly has reset my missing items haven't returned can you fix this.
Sent from my iPhone
Nikko (WildStar)
Nov 2, 15:30
Hi there,
Thank you for the update. If ever the issue would still persists after the server restart, please don't hesitate to contact us again.
If you have any other issue, please let us know.
Kind regards,
NikkoNCSOFT Support Team
email.com
Nov 2, 12:26
This issue isn't resolved you have told me to wait for a server reset. I hope that fixes the problem, if a server reset has already occurred can you please investigate this further.Thanks.
Sent from my iPhone
Earl (WildStar)
Oct 31, 13:11
Hello again,
We are aware of a caching issue that is causing items to be temporarily invisible to their owners. This can only be resolved when our servers are brought down for maintenance. Our Engineers are working to permanently address the issue in a future patch. We apologize for the inconvenience and thank you for your patience in awaiting the next server maintenance to resolve this for you.
Regards,
EarlNCSOFT Support Team
email.com
Oct 31, 05:42
I'm not sure where the communication is breaking down, I have applied one kit a 2nd kit was gifted to me for use on a different toon. The 2nd kit is the one that's missing. If you don't have the skills to investigate this properly can you escalate this complaint to someone who can....
Sent from my iPhone
Kristian (WildStar)
Oct 31, 05:27
Hello there,
We triple check your account but we can't really find your missing Z88 hoverboard kit in your account. In our 3rd investigation, we found out that you have bounded Z88 hoverboard kit in your character ingameplayer name. The Z88 hoverboard kit you bounded is from the mail and you don't have Z88 hoverboard kit in your account inventory.
We hope for your understanding regarding this issue.
Best regards,
KristianNCSOFT Support Team
email.com
Oct 31, 02:19
I have no video footage or screen shots. can you not see my gift history to verify this. There were 2 of these on my account 1 purchased via the cash shop and I received as s gift. I redeemed the one I purchased and hadn't decided which of my other toons to use the second one. Can you please resolve this.Thank you
Sent from my iPhone
Kristian (WildStar)
Oct 31, 01:33
Hello there,
Thank you for your update.
Upon checking again your account, we found out there is only 1 z88 hoverboard kit in your account and you bound it to "ingame playername". However, In order to further investigate this issue, I would like to request any video footage or detailed screenshots that you may have of this incident.
Regards,
KristianNCSOFT Support Team
email.com
Oct 31, 01:08
That is correct I had 2 of these one that I bought and one that was gifted to me the one that was gifted was unbound in my account inventory that is the missing item.Please investigate this further.Thanks
Sent from my iPhone
Kristian (WildStar)
Oct 31, 00:55
Hello there,
Thank you contacting WildStar Support.
Upon investigating your account, we found out that you only have z88 hoverboard kit in your account.
If you have other concern, please don't hesitate to contact us again.
Regards,
KristianNCSOFT Support Team
email.com
Oct 30, 21:33
I had a unbound z88 kit that has now vanished from my account invenory.I had 2 of these one applied and not. please fix this for me.thanks
This email is a service from NCSOFT.
			
				
	Edited November 7, 2015 by Alex Kiddd	
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			Ouch. Yeah, how long did it sit in your inventory ? 1 month ? They really should put a warning/timer on gifted items.	
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			it was there for 4 days	
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			I know, and to take it without warning. I really hope the devs read this and fix it	
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			4 days is waaaaaaaay too short.	
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They should definitely make it more clear if and when an item in your inventory is going to disappear or be sent back to the person who gifted it to you, that's no question.
 
Though I can kind of understand why they can't just send the item to your inventory, too. Without any record of the item being "sold" to you (no video or screenshots of you and the other person referring to the trade as a "sale", or even of the trade itself) then they can't really determine that, and just reach into the other person's inventory to give you the item back.	
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			yeh i know man taking screenshots of my transactions isnt something that i do, support did acknowlegde that it was in my inventory and was sent back without my knowledge so they can see what has happened.	
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Yeah once NCsoft support took over from carbines.....it was over. It took them 12+ days and a forum mod here for my box copies to show up on my account. All the tickets I out in where full of morons. 
 
Once tried to say the codes I put in on the 16th where the same codes I put in on the 5th....this was after I even gave the a receipt picture showing the damn dates. 
 
 
Needless to say CS now is just @$$!!!!	
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			l just have one question and sorry if l missed the answer in the text somewhere... but how do you not know who the player who gifted that to you is? 	
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			i did a in game trade with them and no longer have them as a account friend	
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			You got transferred from English support to Asian in a hurry.  After you get to that point you can forget it, they are trained to run you in circles.	
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Silly question... why didn't you just trade the item in person? This seems pretty frustrating, But what do you expect Carbine to do? You're responsible for your own in game transactions with other players. Other games had this problem with gambling rings, and folks getting ripped off. If you buy something from someone else in game not on AH use the in person trade function to guarantee a completed exchange. It may not be super obvious, but the mail system does have a warning about unclaimed items. 
 
As for Dev's what I would suggest is adding COD functionality to the mail system. So that items can be sent and only retrieved by the other player if they have the gold stipulated in the COD mail upon delivery (SWTOR has this in game if an example helps). 	
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Silly question... why didn't you just trade the item in person? This seems pretty frustrating, But what do you expect Carbine to do? You're responsible for your own in game transactions with other players. Other games had this problem with gambling rings, and folks getting ripped off. If you buy something from someone else in game not on AH use the in person trade function to guarantee a completed exchange. It may not be super obvious, but the mail system does have a warning about unclaimed items. 
 
As for Dev's what I would suggest is adding COD functionality to the mail system. So that items can be sent and only retrieved by the other player if they have the gold stipulated in the COD mail upon delivery (SWTOR has this in game if an example helps). 
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That kinda of trade can only be done that way due to it being a cash shop item and not a ingame drop, and yes your right i am responsible for my trades however the issue that has happened is outside of control as my items in my account were removed without warning or my permission. I expect carbine to add a message to state that a unbound item will return to sender in X amount of time.
and I expect carbine to replace my item and adjust the flawed gifting system.
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It wasn't outside your control, you could have taken it out of your mail immediately. It's not the most obvious thing in the world, but there are warnings in game about retrieving mail in a timely manner. I agree it should be made more obvious, but none the less....
 
As unfortunate as it maybe, Carbine is under no obligation, and probably can't even provide you with a cash shop item you neglected to retrieve from your mail in a timely manner. It is unfortunate, but I'm still a little unsure why you didn't collect the item from your mail immediately? I get hindsight is 20/20, but obviously this is an item you seem to care very much about (at least now), If I did something fishy like this (pay for a cash shop item in game to some one else I didn't know and hope they would legitimately mail it to me in game) I would retrieve it immediately. This honestly sounds like some shady stuff and not on carbines part.
 
I feel for you man, but while return to sender times should be more clear, it's also ill advised to buy expensive stuff off people you don't know in game and hope it gets sent to your mail and let it sit there for days on end. I'm rooting for you to get your nifty hoverboard, but I think realistically this isn't something Carbine or NCSoft can fix for ya.  
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the trade i completed was done by recieving a gift from the cash shop this gift was sent account to account and the item sits in you account inventory, this item is not bound to any account or player at this time. this trade has nothing to do with using the mail system. The gifting system has no warnings - this is not about in game mail. carbine is responsible to ensure checks are inplace to stop this from happening.
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