Give people that pay for the game some slack ?

[marios555]

Ive been a VIP for the last 3 years + ive spend more than enough money on the game purchasing TP .Recently Ive bought the MOTD expansion ( the most expensive preorder)
just because I liked the mask and the bonuses it had. On a mistake on my behalf i accidentally deleted my mask and the pet and have contacted customer support to see if they can replace it (easy enough right?) .The reply I that they cant do anything about it .

[FestusHood]

I feel for you, that sucks, it seems like there should be something they could do.

Whenever i get anything i'm sure i want to keep the first thing i do is lock it, just to idiot proof it against myself. Also, i'm sure it's too late now, but most things you destroy accidentally can be found in the buy back tab of the nearest vendor. I think logging out may reset this.

Hopefully you can find some resolution.

[LOOON375]

So you screwed up, but they are at fault for not being able to fix it for you? Really?

[Carkolda]

I don't know if they do this still, but a TR might fix it. Otherwise, if you aren't that far into the toon, delete it and remake it.

[dterror]

No but we are also human and we make mistakes and screw ups.
I remember when Turbine mass banned 1/2 the server population because they screwed upduring the 1st mabar event . We didnt even get a 'sorry' when we got banned we got a lousy TP compensation. So I do expect at least some slack for a minor mistake on our part.

Actually, they did apologize...and provided you something in compensation when they could simply have left it at the forum news bit regarding it.

If you think the TP compensation was 'lousy', just spend it on stuff you can't use personally and give it away. I'm sure other players would appreciate the stuff that 'lousy' tp bought.

[Krelar]

I don't know if they do this still, but a TR might fix it. Otherwise, if you aren't that far into the toon, delete it and remake it.

TR'ing no longer gives you extra copies of the mask or other items. This was changed with one of the updates (15 or 14)

[Dysmetria]

Point is the OP's items are digital and it is easy to replace

They are easy to replace, as easy as going to a vendor and buying back what was accidentally destroyed.

The thing about this is, the OP didn't mess up once, but multiple times per item. He messed up by not locking those items so they couldn't be deleted, by then mistakenly deleting them, and finally by not using the buyback method they put in game specifically for the people that messed up the first two.

Turbine has every right to assume that instead of three mistakes, that it was one purposeful choice instead, albeit one the OP came to regret.

[Pank]

Just in case, have you tried talking to a vendor and using the "Buy back" option? I don´t know for how long, but it keeps track for the items you destroy and lets you buy them.

[Rawel_San]

So you screwed up, but they are at fault for not being able to fix it for you? Really?

As much as I generally agree with the whole you screw up you deal with it, in this case we are talking about items
he paid money for, that came with a preorder and can't be regained any way. It should be extremely easy for
customer service to check whether or not he deserves the item and I really don't see any possible reason as to
why they wouldn't help. In my opinion these types of things should work the same way that silver flame tokens
do and you should just be able to talk to an npc that checks if you have it and gives you a new copy if you don't.

None of the items have any timers they can't be reused or abused in any way, can't be sold, can't be destroyed
via damage, don't have charges. They are obviously meant to stay with you forever and not go away.

I feel for the poster, I would recommend checking the buyback tab and contacting the phone in customer
support if possible as they seem to be a lot better at these kinds of things then in game support or even the mail
in support.
Rawel

[LOOON375]

Just in case, have you tried talking to a vendor and using the "Buy back" option? I don´t know for how long, but it keeps track for the items you destroy and lets you buy them.

I believe it's 24 hours.

[Garix]

Ive been a VIP for the last 3 years + ive spend more than enough money on the game purchasing TP .Recently Ive bought the MOTD expansion ( the most expensive preorder)
just because I liked the mask and the bonuses it had. On a mistake on my behalf i accidentally deleted my mask and the pet and have contacted customer support to see if they can replace it (easy enough right?) .The reply I got was a big F*** YOU and that they cant do anything about it .

Sugestion ? Please give a sh*t about your paying customers even after you take their money.

Sorry about spelling mistakes ,english isnt my native language.

Just confirming that the portion of your post that I've higlighted in red is correct. You contacted Customer Support via email/phone not the in game GM's? Only asking as I know people have had stuff returned after a mistake/bug but NOT from the GM's.

[marios555]

So you screwed up, but they are at fault for not being able to fix it for you? Really?

No but we are also human and we make mistakes and screw ups.
I remember when Turbine mass banned 1/2 the server population because they screwed upduring the 1st mabar event . We didnt even get a 'sorry' when we got banned we got a lousy TP compensation. So I do expect at least some slack for a minor mistake on our part.

[marios555]

I don't know if they do this still, but a TR might fix it. Otherwise, if you aren't that far into the toon, delete it and remake it.

the toon is on its 16th life and I TRed 2 days ago and did not fix it.

Just confirming that the portion of your post that I've higlighted in red is correct. You contacted Customer Support via email/phone not the in game GM's? Only asking as I know people have had stuff returned after a mistake/bug but NOT from the GM's.

Yes i emailed them a few times ...

[Garix]

the toon is on its 16th life and I TRed 2 days ago and did not fix it.


Yes i emailed them a few times ...

Ouch

[vegabond1969]

Your best chance is rerolling and buying a tome upgrade if this toon had the greater. On the pet side however, you are screwed, plain and simple. I lost all of my stables on every server save Sarlona and Argo after the XPac came out. This included all the pre-purchase pets. Not my fault, a bug within the updates. I'm not alone in that but Turbine has yet to respond to any posts, tickets, or calls reguarding the replacement of these. The mask is probably the easier to replace, TRing isn't going to help replace it, and buy back is slim to no chance.

[Mathermune]

So you screwed up, but they are at fault for not being able to fix it for you? Really?

It would be more accurate to say they are at fault for not *wanting* to fix it.

They are clearly able to do so.

It's a very big difference.

[MsEricka]

I'm not sure why others are giving you sympathy, it was your mistake and you need to deal with it. Simply ask yourself how many other companies would replace an item that you destroyed. The answer is almost none.

Regardless of what product you are talking about, you destroyed the item(s) and now you're complaining that that you destroyed them.

[rdasca]

I'm not sure why others are giving you sympathy, it was your mistake and you need to deal with it. Simply ask yourself how many other companies would replace an item that you destroyed. The answer is almost none.

Regardless of what product you are talking about, you destroyed the item(s) and now you're complaining that that you destroyed them.

Funny I know a guy that fell asleep on his laptop and broke it almost in half, guess what? The laptop company replaced it no questions.

I dropped my cell phone and broke it into a million pieces, guess what? My cell company gave me a brand new one again no questions asked.

I have heard of people taking ripped up clothes back to stores and getting full refunds.

Point is the OP's items are digital and it is easy to replace, I know it is because I destroyed a pair of gauntlets one time due to a lag spike at the bank. I contacted a GM, he looked in my inventory, my bank, and in the vendor buy-back could not see them anywhere, he then looked at my inventory from five minutes prior, and said there they are and spawned them into my bank.

So yes it can and should be done plain and simple, it is called customer service, which unfortunately is something Turbine is very hit or miss with.

[marios555]

As much as I generally agree with the whole you screw up you deal with it, in this case we are talking about items
he paid money for, that came with a preorder and can't be regained any way. It should be extremely easy for
customer service to check whether or not he deserves the item and I really don't see any possible reason as to
why they wouldn't help. In my opinion these types of things should work the same way that silver flame tokens
do and you should just be able to talk to an npc that checks if you have it and gives you a new copy if you don't.

None of the items have any timers they can't be reused or abused in any way, can't be sold, can't be destroyed
via damage, don't have charges. They are obviously meant to stay with you forever and not go away.

I feel for the poster, I would recommend checking the buyback tab and contacting the phone in customer
support if possible as they seem to be a lot better at these kinds of things then in game support or even the mail
in support.
Rawel

YEah , the thing is I do not live in America and dont want to spend 100$ on a phone call (ammount is random) just to get the same reply I got from the numerous mails I have already sent.

Just in case, have you tried talking to a vendor and using the "Buy back" option? I don´t know for how long, but it keeps track for the items you destroy and lets you buy them.

It was already to late when I noticed that I didnt get a new copy.

It would be more accurate to say they are at fault for not *wanting* to fix it.

They are clearly able to do so.

It's a very big difference.

Its not as if its a item that can be abused or anything, all I asked for is the mask and the summon (hireling) .
Pretty sure you couldnt use more than one of these even if you had multiple copies and would be easy enough to check if I have one.

Funny I know a guy that fell asleep on his laptop and broke it almost in half, guess what? The laptop company replaced it no questions.

I dropped my cell phone and broke it into a million pieces, guess what? My cell company gave me a brand new one again no questions asked.

I have heard of people taking ripped up clothes back to stores and getting full refunds.

Point is the OP's items are digital and it is easy to replace, I know it is because I destroyed a pair of gauntlets one time due to a lag spike at the bank. I contacted a GM, he looked in my inventory, my bank, and in the vendor buy-back could not see them anywhere, he then looked at my inventory from five minutes prior, and said there they are and spawned them into my bank.

So yes it can and should be done plain and simple, it is called customer service, which unfortunately is something Turbine is very hit or miss with.

Just this ... Thank you