Lost Item return Policy

[Darrakeiju]

I think Turbine should rethink about their policy for not returning lost items or at least be a little more flexible. I havent played anything else so far where it is so easy to loose items as in this game by bugs or own mistakes.

And they could also give a real answer first time you send a ticket and not that copy/paste stuff with no real answer.

Only a few days after I started I posted 2 muckbanes into auction and then decided to cancel the auction right after. Both got lost in mail i never got them back. Friend said it might have been lag mail sometimes has that but after 4 hours they were still just gone.

Then I send a ticket with as much detail as possible. It was few days and a few tickets later when GM actually answered to me. Found only one of them in logs and said i destroyed it myself wich was clearly not the case, but he was still nice enough to return one Muckbane. I never should have excepted that but how was i supposed to know how easy it seems to loose stuff in this game.

Now several weeks later I lost Planar Gird from my inventory on one of my toons. This time I even have no idea how it happened or when. Same as last time. now several tickets, a few days, emails,bug reports and customer service complaints later got my first real answer GM actually took some time to look for the item and then told me my Planar Gird could not be returned because they already made rare exception when they returned my Muckbane... and it might have been easier for me to narrow the time table of when this happened if I would have gotten a real answer earlier. So now because I accepted muckbane back I can never get my Planar Gird back? Seem like fair to you? Specially since loosing those muckbanes was a very clear bug and certainly not my fault. At this point I feel like idiot for spending real money on this game and excepting real customer service wich I´m used to when playing other mmo´s

I might have been happy with it and blamed myself for loosing the item in first place if I would have gotten that answer earlier.. but now I´m pretty sure this customer will be gone. After this much trouble I get that answer. I want to have fun when I play games now I´m just angry when I even just look at the game screen.

Darrakeiju@Ghallanda

[mudfud]

I think it's situational.

Lost items in AH got them returned after few months when they 'researched' it. Lost item from abbot had it returned after they 'researched' it. Lost items in shared bank lag lag lag lag, and again had them returned. Just give it time, it's not going to happen overnight. Alot of things could be effecting a speedy return.

With my abbot instance I lost something they straight up let me know, they were aware of it for example but I wouldn't get my item back till it was fixed, which last month I got the item in my mail after nearly 6 months.

[Darrakeiju]

Really? i got the impression from GM this is a closed case. Nothing they can do about it and so on. In 6 months I will be playing something else.. or might do it in 6 days. It has already been 3 months since I lost those muckbanes to AH.

This is not customer service feels more like driving customers away service.

Sorry but I have totally lost my faith on Turbine and 6 months is way too long time to handle something like this if they actually want to keep their players. In old game customer service is really important.

[Dazalarian]

Seems like they have a "no handout" policy (if they even have one) regarding items. I've had 2 major incidents regarding items in the game and I got nothing back.

First case: My main banktoon was not able to access the bank anymore. When talking to the teller I got zip back, no window, no error message, no nothing (tried all possible banks in the game). After 3 months or so, after doing regular inquirys I got the answer: "We're sorry but your items could not be saved, but a GM will contact you next time you log on and help you get access to the EMPTY bank once again". Goodbye to a bunch of +2 tomes, 25 of each dragon scale etc etc...

Second case: One of my main characters back on the EU servers, the guy which "was in charge" of all my bags with ings, gems, collectibles etc was "lost" when the transfer from EU was made. There were some other ppl with the same problem and at first the policy from Turbine was: "we're sorry but there is nothing we can do". After some uproars on the forums about this the policy changed to: "we're sorry but we will supply a special care-package to the ppl affected in this way". Most of it was junk but there was one nice item it the lot but when you consider what was lost it just feels like a joke.

Cheers,
-Daz

[Miow]

You think that's funny? My buddy was told that his lvl 20 barb might have to TR in order to fix his VON(last completion epic) flagging. The game suddenly decided he wasn't flagged anymore and the guy that gives the chain wouldn't talk to him lol...they said re-run the quests and if that doesn't work he will have to TR his guy(ludicrous) to fix it.

[Ungood]

I am rather impressed they gave you a Muckbane back at all. If the logs showed you destroyed it, then that is all they have to work with. That you destroyed it.

And no, if you had or had not accepted the Muckbane back, it would have no effect on their planer gird you are now missing. Which as you phrased things, I am lead to believe that too showed up on the logs as being destroyed by your actions. Which really makes it a user fault not a problem with their system.

Honestly, most (If not all) MMO's have a no return policy on items lost or destroyed in the game unless it was clearly their fault and even then they may or may not return anything.

Note my sig, loosing a bag via shared bank is a known bug and the bag and the items will not be replaced. So be warned.

[mudfud]

Seems like they have a "no handout" policy (if they even have one) regarding items. I've had 2 major incidents regarding items in the game and I got nothing back.

First case: My main banktoon was not able to access the bank anymore. When talking to the teller I got zip back, no window, no error message, no nothing (tried all possible banks in the game). After 3 months or so, after doing regular inquirys I got the answer: "We're sorry but your items could not be saved, but a GM will contact you next time you log on and help you get access to the EMPTY bank once again". Goodbye to a bunch of +2 tomes, 25 of each dragon scale etc etc...

Second case: One of my main characters back on the EU servers, the guy which "was in charge" of all my bags with ings, gems, collectibles etc was "lost" when the transfer from EU was made. There were some other ppl with the same problem and at first the policy from Turbine was: "we're sorry but there is nothing we can do". After some uproars on the forums about this the policy changed to: "we're sorry but we will supply a special care-package to the ppl affected in this way". Most of it was junk but there was one nice item it the lot but when you consider what was lost it just feels like a joke.

Cheers,
-Daz

When I asked about my items lost to the GM they told me they can track them going into my inventory once I get them. For example, all the stuff I looted last night they can check, tell me whether I sold it or not and such. But the GM told me also once that auto gather doesn't record things since it doesn't go into my pack, but my bag ( collectibles / ingredients / gems ). Hence a problem I think with bags being lost in shared bank and no amount of tracking/accountability can be done.
The times I have lost stuff, the GM told me there was nothing they could do also, but I also follow up on in emails to support and a few times I have also been PM'd here on forums with the department in charge of it with followup questions or letting me know progress on things.

Something I've also learned is to lock things down if I'm going to save them, and if they then disappear is to check the buyback at a vendor. Somehow wierd things happen and lagged out / missing items have been there, though I have never once sold them. Buyback is available for 24 hours I believe.

I can't say my times were rare, because I know people who have lost stuff as I did and got them back eventually, but I also feel for you, cause I know just as many people who didn't get things back at all.