Runes of Magic US / AU

Here's something I've come to realize about this game since Gameforge has taken or even before Gameforge took over.

If anyone remembers there was a day that they had a sale on some pets for 99 dias. These pets offered the wonderful buffs you can get from the pets in the ruby shop. One of the pets was a fluffy little lamb as seen in the photo of this advertisment. http://forum.us.runesofmagic.com/showthread.php?t=76485 I had purchased one pet for my main which was a midnight cat. I also purchased a fluffy lamb for my alt. When I went to retrieve it from my mailbox the next day my lamb was gone. I put a ticket into support about it and they said "we do not see that you purchased any such items". We do, however, see that you purchased the cat. When asked to check again they replied with "your item is not in our database and to check on runesdatabase.com". So, sure enough it was not in their database, however, it is clearly in that advertisement and more than enough people on Grimdal saw that lamb as well.

Now, granted the new owners of support may not have encountered this issue. Although, it seems I'm hearing a lot of new feedback from other gamers that support has gotten worse. Denying that they are able to fix anything, unable to look into the matter, giving vague answers as to why they are not able to reimburse you for "lost" items. If an item is "lost" per say and it was something purchased using ingame means, such as Phirius Tokens, or in game gold from constant grinding, that is quit understandable to not be "willing" to reimburse. But for someone to "lose" a buff they purchased with dias (normally purchased out of game) OR items they purchased prior with dias does not mean they change their philosophy about support.

It seems support mentality has resorted to ... well we can't really tell if you really purchased it with irl money so we technically can't help you. But please continue to play this game and to buy dias with real life money (since re removed the NPCs that you can buy it from) and keep buying items in the item shop, however, be aware that our buggy and glitchy game will lose your items at will and we won't provide it back to you.

Quoted from "Zavod;585780"

To my understanding, support has to verify a loss before they can issue a reimbursement.

In my opinion, this makes sense, because otherwise I can say I lost 30 clean T10's - getting those would definitely break things.

In regards to the issue you're describing, though, it sounds like you need to reply to your ticket and link to the advertisement - Support may have been searching for a different item, or not know what item you are referring to.

Mentioning the date, time, and character that you purchased this item on may help, as well.

Verifying is fine and I understand that, however, saying "technical reasons" as a response is very vague. If they find that it is the player trying to pull a wool over Supports eyes then call them out on it. A lot of people need to be put straight. I've "lost" items before and put a ticket in. Then I realize that it was lost in a random backpack or something and call back my ticket and ask for it to be disregarded. I know not everyone is as honest and putting them straight sometimes won't help, however, I get frustrated a lot in the game when I'm doing something in a hurry and end up messing something up by mistake. (Which happens more than once, but I've only put a ticket in once I think for those mess ups and only on things where I spent real money for dias to obtain.)

As far as the pet... I did send a response and they basically brushed me off like I'm insane. The support system has changed and that ticket is no longer up. When I do put in a ticket, I put in as much detail as possible and I linked the adverstisement. I even looked at runesdatabase yesterday to see if I can locate that sheep and still it is not in the database. But if you looked at that advertisement you can see where it says loveable sheep. So, if you happen to find that sheep in the database let me know and I'll put in another ticket. It was a one day sale on 09/17/2012 and I purchased it around 10:00PM or 11:00PM PST before the sale ended. I'll put in another ticket but I don't want to waste my time being told that "hey you are a liar there's no such item in the game" <--- paraphrasing on how I read supports answers sometimes.

Sorry.. just realized I didn't finish my first paragraph....

Basically, I've had support verify for me one time that I did not delete the items from my chest/backpack and that helped me narrow down where I should look or even attempt to look. (This was before the new support system.) I think the frustration is that you ask for help or reimbursement and the first response is a defensive response "we can't reimburse you for what you have 'lost'". But never offer an alternative to help locate something that is lost. There's a lot of player base that are absent minded or young. When I put in a ticket for something that is lost, I know that it is lost, but how it was lost is the part that gets me. If I deleted it somehow, then I would like to know that because this game has a lot of lag and bugs. For an item to disappear from my bag or wherever and me not deleting or confirming the deletion of it... I don't think I intentionally "lost" the item. I would ask for a reimbursement of said item(s) or a way to retrieve it. As I mentioned before, if it were items that were lost that was not purchased by diamonds or from the Cash Shop, I don't think that people or myself would be frustrated about it.

On a side note, I just recently found out that people could have asked for reimbursements for the Decs of Neutrality that were removed from the backpacks when Chp 5 was released. They had 2 weeks to do so. Considering the fact that the nerf of those items affected mostly the PVP servers, I don't recall or remember a single GM or CM coming onto Grimdal to let us know. And if I wasn't online for their appearance, I would have at least heard about it from people who were online to have received that message. The reimbursement, however, was only given if you had purchased Decs with dias and not with Tokens. It give you more and more reason not to spend real life money to buy dias when one day it can be nerfed from you without a word as to hey... we did this to your game play and removed this from your Item Shop bag because we felt like it. Then again if I'm wrong and it was mentioned in an official notice somewhere that they are removing items from the game (like the diamond NPC, which was a much appreciated heads up) then I'm sorry.