106151-is-this-customer-service

Content
{| style="width: 100%;"

Ya, I guess it's ok to be happy with mediocrity. Sure he got the item back but now the runes he put in before aren't there and there are no rune slots available at all. For a quest reward that you can't get again...

Even if he can get rune slots to appear, did he get back the runes he put in the first time? Did he get the same rune slots as before? Does he even get rune slots. It's great he got the item back, but to be happy that they can't even restore the item to what it was before is not something we should just move past. This is the first game I have ever played where the CS was so distant from the players. NCSoft runs the CS for a game Carbine made. They have no true access to any of the things in game to fix these issues and they are causing a lot of players to quit because of it. So yes, I am frustrated that they made such a bad model for their CS and allow this to continue. Yes the OP should be frustrated and expect to get the exact item back that disappeared not a "new" quest reward that is BROKEN as well... That's not customer support, that's over promising and under delivering.


 * }
 * }

{| style="width: 100%;"

Unfortunately, I'm working on the presumption that Carbine and NCSoft have some kind of disconnect. Either Carbine doesn't trust the integrity of NCSoft's support with more in depth logs, or NCSoft is making things difficult on their end because they've got other things on their plate. I'm just trying to come up with something I know Carbine can do directly. And I may just want more control over the stats on our gear since that could fix gear RNG issues for endgame PVE.


 * }
 * }

{| style="width: 100%;"

It's better than GW2 was at the start - hell, item buyback didn't even exist in the game. In the first month of the game, I bought 2 (of the same) 42k Karma items off of a karma vendor in Orr during one of the many lag spike fests that existed in that zone...immediately ticketed it and (7 days later...) CS refused to restore my karma because they "didn't have the tools." I guess NcSoft has only *slightly* improved(?) in 2 years...or maybe that was just ArenaNet not having their #@$# together. Either way...yeah.


 * }
 * }

{| style="width: 100%;"

This is the actual issue. They need a system that snapshots characters so they can restore exact items that are lost in situations like this. That being said, the same bug that caused the point of this thread would probably still fall through the cracks due to the hard reset that occurred. Although the responses given were not pleasing to the OP, they were also not canned auto-responses. That's a start. Edit: PS Comparing the CS departments of Carbine and Blizzard is akin to comparing the players on the Minnesota Twins Single A affiliate and the NY Yankees starting lineup. This isn't a matter of apples and oranges at this point, but more like apples and diamonds. Give them time, it will get better (or they'll close up shop) if given a chance.


 * }
 * }