148435-tired-of-the-inept-customer-support

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Today I noticed that an item I got in the Winterfest Loot Bag was not there. The item in question is the "Snow Covered Fern" which for some odd reason is a grey (junk quality) item. I am not big into housing but I do sell things and I am a hoarder. My bank slots are maxed except for one and I have purchased all of the slots save one. In my bag presently I have several items from doing at least one and sometimes more a day. I may have accidentally sold the item because it is listed as a junk quality item and not noticed it. I honestly don't recall when or where I sold it but I know I got it because I noted the item was grey and decor. So I put in a ticket to support..
 
I immediately get an email saying "We have restored your item through in-game mail." from Myca. Awesome, thank you. The item never came. So I reply saying I did not get it. Then I get a response from Lucy (who on a previous ticket refused to do anything about a quest bug or even try to help me resolve the issue without passing it off to the devs and telling me I wouldnt get a response) who says "Sorry for the confusion, the two items were restored are the ones you got today."
 
No, they were not these items and you did nothing. They have been in my bag all along. So I reply and explain this is incorrect. Now I get an email from Yuri (who sent me a curt email about the last problem I had with Lucy saying the matter was closed, we sent it to the devs and you will not hear back) who always seems to have Lucy's back and tells me they checked my sold and deleted logs and I never had the item. I know damn well I did because it's grey and it's worth 2 plat on AH.
 
I am sick of this customer support and in particular these two who seem to always get involved with my tickets. They did not check the logs further than today and simply refuse to believe or check into this situation. As I said, this is the second time I have experienced this tag team of "tough luck, bud" type of customer service.
 
I have had great experiences with Nikko and it appeared Myca was going to resolve my situation but now I am at my wits end so I am taking to the forums to express this utter failure and lack of caring towards paying (yes, I am a subscriber) customers. The item doesn't matter at this point, but the way my recent tickets are handled and the lack of empathy or helpfulness, especially regarding these two particular customer service agents, definitely hit a trigger.
 
My only recourse unless this is fixed of course, is to cancel the sub and stop giving them my money.	
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			I had this issue a while back. My problem was one that was an easy fix but I got blown off by one of the CS reps. I then went full-*cupcake* and reminded them of my value as a paying customer and they got it taken care of, simple as that. Have you tried taking that approach?	
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			My issue was resolved. I do not know if my post had anything to do with it and I would like to apologize to customer service if there was any disconnect on my part in communication but the issue was frustrating. Once again, thank you for restoring my item and I look forward to continuing my subscription and enjoying the game. I would gladly delete the post since the matter is resolved but it does not appear I have that option.	
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My issue was resolved. I do not know if my post had anything to do with it and I would like to apologize to customer service if there was any disconnect on my part in communication but the issue was frustrating. Once again, thank you for restoring my item and I look forward to continuing my subscription and enjoying the game. I would gladly delete the post since the matter is resolved but it does not appear I have that option.
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Well just from the way you describe it and the time of all this happening it seems to be in the same day if I'm understanding this all correctly. Having had an item restored in the past and sent to me via in-game mail I'm lead to believe that it was more that the item was just not immediately restored; Because it took a little bit to receive the items after I was notified they were restored.
 
I know someone else as well didn't receive their restored items immediatly until they relogged completely.
 
Regardless, glad you got the item restored. :)
			
				
	Edited December 23, 2015 by Typrop	
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This post is where you lost my support. They did something bad and you just apologised. You have reasonable expectations to have your issue dealt with properly. You should find an email and send this feedback to someone higher up as customer service like this is likely to put people off of the game and those in charge dont want that.
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I had my own run-in with customer support, and it really, really frustrated me.
 
I was trying to buy a six month sub so I could get the greater omnibit rate, but right now I'm in the the free 4 month sub I got for my previous activity. I kind of thought it would be impossible to do, since my next renewal isn't until February, but I sent in inquiry asking if this was possible anyway because I like supporting the game and figured I could commit for another six months.
 
What followed was a mess of a dozen or more emails of them assuring me that I could purchase this, them having me try to cancel my sub and purchase a new one multiple times, all to no effect, culminating in them blaming my payment processor and suggesting I call my bank. I gave up. I'll just wait until February to purchase a six months sub. Or maybe I'll just stay month to month. The worst part was several times getting different people who clearly didn't understand what I was asking or doing, even though I was following the explicit directions given by someone else.
 
I love the game, and I want to support it, but it's frustrating when I'm trying to give the company money and they can't even figure it out well enough to have a coherent conversation.	
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While I can understand your frustration I do want to point out that it has improved since initial launch.
 
A few months after the game came out I had a friend get hacked and he lost everything; gear, money, the crafting tokens that you could only get 1 per day of.  Yes, use authentication but thats not the point of the story.  Anyway, he emailed customer service and jumped through all of the hoops only to finally get the reply that Customer Service doesn't have the ability to return items.  
 
Yes, when the game first launched Customer Service didn't have the ability to return lost items.
 
 After a few irate emails back to them he was finally given 'level appropriate gear and some materials to make runes'.  The gear he was given was level 50 greens and the gear my friend had lost was almost pre-raid BiS.  For those that don't remember or know that was a big feat to achieve because a lot of it was crafted gear made over and over and over until the perfect rune slots were achieved.  Needless to say my friend quit and hasn't touched the game since.
 
Anyway, the point is that Customer Service has improved.  Its got places where it can still improve but its better than it was.
			
				
	Edited December 23, 2015 by Daluu	
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While I can understand your frustration I do want to point out that it has improved since initial launch.
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Well, there really wasn't anywhere for it go from there than up right? I mean when your response to a stuck attunement chain bug was "Sorry nothing we can do, we suggest rerolling another character to 50 and hope that it doesn't happen again", how much worse can you realistically get?
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Maybe if they don't want people put off by the game they shouldn't have crap customer support? I dunno.
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