I made a purchase at the gemstore for a Witches Outfit available during the halloween season. I logged on today only to find my mail from the gemstore gone and my witches outfit gone too. If you check my purchases you can verify that I did, and you are free to verify from my inventory that I am not in possession of my outfit. Could you rectify this as soon as possible? I believe it may be a glitch, because I still have my Halloween mini pets. The devil horns that cost 0 gems that I did receive the day I bought it are also gone. What happened?
We are aware that delivery of purchases from the BLTC may have been delayed. We are confident that those issues have been resolved and expect that your items have arrived to you by now. If you have still not received your items please first double check your e-mail box. You see you can only actually have 10 mails from store purchases and other players in your mail box at any one time. If you have some old mails cluttering up your box it could be preventing you from receiving any new mails containing your items. So the first thing I would suggest is deleting anything you have in your in game mail box, after making sure to grab any items or money in there. We have heard some cases where deleting a few mails still doesn't free up the box for mails that have been pending either. So even if you show 9/10 or even 3/10 I would again suggest deleting everything in there, just to make sure there is nothing at all preventing you from getting any new mails.
After deleting those mails you still do not have your items or you have any other concerns about purchases that you made, please let us know.
Guild Wars Support Team
I am aware of those problems however in this case I had already received the item in the mail and I took it out of the mail. It's not a case of delay, it's the item disappearing after the patch to remove the Mad King final phase was implemented. In other words, my item was deleted from my account by the patch. I clearly remember not seeing any "Are you sure you want to destroy this item" dialogue box, so I would not have deleted the item myself. You can check my purchase history to verify
I bought a Witches Outfit from the gem store for 700 gems.
Regardless, in my realization I did go and delete some mail from the inbox. Nothing new came in.
I have read the gem store issues on the forums so I assure you I have not yet found a similar solved situation; in fact there is another person on the merged post in Accounts who experienced the same thing. Buys gem item - receives gem item - disappears from inventory.
I have checked:
4. Character town
5. Secondary characters (despite not having used any of them during the Halloween phases)
Please do look into this. My gem purchases usually come within 1 minute, so this definitely is not a delay issue. I received it seconds after purchasing from the gem store but I do not think it made it across the latest patch.
I urge ArenaNet to look at this more closely as I think it may not be as difficult to solve. Worst case is that I will need to have another Witches Outfit sent to me. If you need proof of gem purchases, I have those too. Proof of gem store item purchases are only in the form of "Recent Purchase History". The faster you resolve this issue the faster you can resolve other issues.
I appreciate your understanding; I am quite worried as this is the first time I've bought anything with real money on an MMORPG. I understand you have many cases to solve but I feel that this one can be done and dusted very quickly. Please help make my first money trip a less bumpy one!
Thank you again for your understanding,
Thanks for contacting us. We were able to confirm the purchase, that is not an issue. Unfortunately, we are currently unable to restore any items that are destroyed in-game. I'm very sorry for the inconvenience this causes you. Hopefully at some point in the future, this may be a courtesy we may be able to provide. Thanks again for contacting us! If you have any other questions or concerns about this or any other issues, please let us know.
Guild Wars Support Team
Is this response implying that I was the one who destroyed the items? Because I did not even receiving the 6 parts constituting the Witches Outfit. I fail to see how this is my fault. I have paid 10.00USD and I'm left with nothing and ArenaNet is not going to do anything about it? I hope you are not serious about this being a final response to this issue.
I fail to see how I can 'accidentally' destroy 6 items part of a gem store set. It would have to be very deliberate, going through my inventory and deleting everything, despite the 6 inevitable dialogue box that would show up asking whether I truly want to delete the item. Even assuming I did delete it intentionally, what is the benefit? I would be deleting my own hard earned money.
I hope someone will look into this more deeply than offering me this highly unsatisfactory outcome. You have done well with the game, I hope you will not cause this customer to lose confidence in you.
I expect a proper response.
If you have no method of restoring my items, I would like a refund for the Witches Outfit. It cost me 700 gems. I will not ask for a refund for the other mini-pet purchase of 500 gems. I think it's very reasonable for me to ask for one since I don't have the item and have never worn it on my character even once.
I cannot believe this is the way they treat my issue, given their obvious verification of my use of PayPal to make the purchase. It is real money and they throw the issue in my face like it's a couple of lunch coupons. A purchase is a purchase, no matter how small it is!
I hope you guys don't run into this problem, I am just letting my fellow GW2-ers know about this. If it doesn't get resolved for me I think I am never going to purchase from them with real money ever again. To think this was my first time in using money to buy aesthetics on an MMORPG!
[EDIT] 5 MINUTES AGO THEY REMOVED MY FOLLOW-UP REQUEST ON THE OFFICIAL FORUMS. THIS IS GETTING DICTATORIAL, ISN'T IT?
[SECOND BIG EDIT] ===============================================================
I gave in and thought what the heck I'll just get another set sigh. This time it worked but the whole process of clicking "use" on the item and whatnot? It's the first time I've ever seen it, so I guess I had never got the item, it probably got lost when I clicked "Take All" from the mail.
Mordachai1977, on 04 November 2012 - 03:04 AM, said:
Fixed that for you, didnt bother with the overall structure of the sentences though.
Yes, he could have deleted the item, its quite easy infact. The "take all" and "delete" buttons on the ingame mails are quite close together, ive deleted some coin a few times myself. On the other hand they could have disappeared aswell in which case it was an isolated issue because i havent seen more of these posts popping up. There is no proof for either, no point in discussing the matter.
All in all, you have gotten the same responce as the people who accidentally deleted their rytlock's and other bonus items... I believe Anet when they say nothing can be done. I doubt they are moneygrabbers like everyone likes to believe, proven by the fact half a dozen people posted in another thread about how they got the entire game refunded even after playing it for several weeks.
I also went and verified whether you could delete the item by pressing the button wrongly. No you can't, for the following reasons:
1. The Delete button is greyed out when there are still items in the gem-store mail. The only button you can press is the Take-All
2. The entire mail disappears as soon as you take the item.
I am guessing 2. happened to me and the item never reached my inventory because I never got the chance to click "Use" on the outfit set the first time. When I did, it broke into 5 pieces that I individually equipped. I tried it on the 0-gem devil horns to ensure I didn't make a second very expensive mistake.
The purchase history shows a second purchase of the same item if you did purchase it twice...just sayin', but I guess you guys probably knew that already.
Maybe somehow this thread can be stickied because I did find the same problem with 3 other users on the official forums. They all had them equipped and after a couple of days they disappeared. It's in the Accounts/Gem Store section for those interested. Just so you guys know, this problem DOES exist and I have had the unfortunate experience of being privy first-hand. Hope this post helped prepare others.
Edited by Shockpoint, 04 November 2012 - 03:37 AM.