Lost a zen bought item; customer service?

lillibp

So I recently bought the Runic Bag of Holding (1600 zen) on one of my toons because she got a 15% off any item coupon from invoking. I wanted to send it to my main character in the mail. But when I pressed send, the mail with the bag attached just vanished. The bag was no longet in the invintory of the toon that bought it nor in any mail.

So I made a ticked to customer service and because it was an item I bought with zen I was confident that cryptic would reimburst me. I got a responce to provide some more info, like what toons and when it happened. So I was happy and thought I would get my item back. But then I got a mail with this message:

<Do not repost responses from CS, in whole or in part.>

WHAT????

I have exchanged AD to get zen, but I have also bought over 250 doller worth of zen from Arc over the time I have played the game. How can they say that my zen is not from Arc, when I have bought so much zen derictly from them?

This have gotten me so fustrated. It feels like my money spend is not good enough. This is just so extreamly poor customer service. I have spend real money on an item that was lost through a glitch in there game.

EDIT: To clarefy I didnt ask for my zen back, I asked if they could give me my item back, even make it bind on pickup. BUt as some of you have said, the response I got sugest that cs thought I just wanted zen. I may try and put in another ticked. And make sure to say I don't want just zen.

quspiv

Are you sure that you've typed your @handler properly? I've never lost items while mailing stuff, so it sounds a bit weird.

lillibp

With over 2 years of playing this game, I have alwayes tryed to stay optimistic and have faith that the devs and cryptic would do their best to make a good game and surport their customers. I have bought zen to surport a game I liked. But this just made me loose the last bit of confidence I had that cryptic cares about or would help their paying customers.

lillibp

I am sure I wrote my handle right. Because all the names of my other toons (in the same guild as the one sending the mail) popped up.

drkbodhi

I learned a while ago... after I was swindled by a "coupon bug"...not to bother with Zen or looking for a refund or some closure.
I bought some Zen and it was sitting there. I got a coupon, that level 70 one for the Blood Ruby pack. I double-clicked on the coupon and the promotion was brought up. I selected the coupon in the drop menu and clicked on purchase. The price change to 2000 Zen... which is the normal price.

I contacted Arc and I was told that they do not reimburse for Zen if the player did not follow the instructions properly... even though I did. I had used coupons for purchases before... namely my mounts and companions.​​

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angrysprite

As I replied on you Reddit version of this post:

It *appears* you asked for a refund. What you need to do is specifically ask for a replacement item.

Submit another ticker and throw lots and lots of sugar on it, try to sound apologetic for adding to their workload, also try to sound not too concerned because you know it's just a game, but that losing a Zen market item is a bit concerning to you.

And be as detailed as possible in your ticket and give them permission up front to log into your account if they need to. Make easy for them to help you.

As for "sucky support": no, that's not the problem. The problem is "overworked support sticking to sucky company policies". Either way: the onus is on you to either just rant about it or do something about it. If you just rant it makes you look bad. If you do something about it then it may just solve your problem.

sasageru

I've found neverwinters customer service to be pretty good concerning lost items and item bugs. I think you just need to ask in the right way -as mentioned, you asked for a refund, not a replacement item. They're not going to give you zen for a bug they can't duplicate, if they did everyone else would try pulling the 'bug I can't prove or duplicate' angle for free zen. Ask for a replacement item instead and see what they come back with.

lillibp

In the over 2 years I have played this game I have only once before needed customer surport. I acedently clicked buy on a zen mount that was right beneat the one I hade already unlocked. The surport was nice enough to refund my perchage. Even though it was my own fault. So I have only had good experience with customer service before. So I had confident that the loss of this zen bag was not going to be a problem getting back. Since I feel that it was not my fault at all. I didnt ask for my zen back, but for my item back (even saked for it to be bind on pickup if needed). I feeled like I had tryed everyting and feeled like my last option was getting on the forum (and reddit). But I will defently take all of your advise and maybe try and put in another ticked. I usaly dont rant and as I have said have only had a good experience with cs before. But I really didnt feeled heard this time.

namelesshero347

After losing something in the mail once, I never type in my handle anymore sending to myself. I keep an old email around and "reply" to that email. Haven't lost anything since.

lewstelamon01

Unfortunately, this is a matter that cannot be resolved through the forums, as we do not offer customer support on the forum. Please follow up with your ticket through support (using the "update ticket") option if you feel your issue has not been resolved to your satisfaction. Thank you.