Who's responsible for fixing/replacing/refunding broken ZEN shop items in NWO?

regenerde · June 2020

Well,
https://www.arcgames.com/en/forums/neverwinter#/discussion/1253941/improved-bag-of-holding-bound-to-account-bug
Devs say, they can't fix it.

Ticket ID 94734, 186628, 189959, 199927, 219390
Support says, they can't fix or replace it either.

So, if neither one can fix or replace a broken item, who do i contact to get a refund for it?
Or does this mean, that there simply is no customer service for the ZEN shop?

regpei · June 2020

Last issue I had with a zen store purchase I was told too bad your SOL.

greywynd · June 2020

Things that affect the community as a whole generally don't get reimbursed.

pazoki · June 2020

regenerde said:
Well,
https://www.arcgames.com/en/forums/neverwinter#/discussion/1253941/improved-bag-of-holding-bound-to-account-bug
Devs say, they can't fix it.

Ticket ID 94734, 186628, 189959, 199927, 219390
Support says, they can't fix or replace it either.

So, if neither one can fix or replace a broken item, who do i contact to get a refund for it?
Or does this mean, that there simply is no customer service for the ZEN shop?

the support is most the time lazy, and that is even a nice word ... i had some issues with items as well, those got fixed / replaced...

https://gyazo.com/d06bb7e6a60787e584fbdb512a66507b

regenerde · June 2020

pazoki said:

regenerde said:
Well,
https://www.arcgames.com/en/forums/neverwinter#/discussion/1253941/improved-bag-of-holding-bound-to-account-bug
Devs say, they can't fix it.

Ticket ID 94734, 186628, 189959, 199927, 219390
Support says, they can't fix or replace it either.

So, if neither one can fix or replace a broken item, who do i contact to get a refund for it?
Or does this mean, that there simply is no customer service for the ZEN shop?
the support is most the time lazy, and that is even a nice word ... i had some issues with items as well, those got fixed / replaced...

https://gyazo.com/d06bb7e6a60787e584fbdb512a66507b

Well, i tried more then once to get the bag replaced, i think i even had a "Special GM" looking at it at some point, but their song was allways the same, "Sorry, we can't help you. Bye.".

Hell, i even threw
https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm
"Under EU rules, a trader must repair, replace, reduce the price or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised."
at them in the last ticket, but they didn't pay any attention to that either.

May be i should have started my ticket with "I bought the 150€ mount pack and a bag, the mount pack is fine, but the bag is now bound because of some glitch in a module release, how about you guys fix that for me? Thanks.".

Anyway, reopened the last ticket and added the screenshot to it, i'm curious to see what they're going to write back now...

regenerde · June 2020

Well, got a "last reply" and "ticket solved" message today, same as before, didn't matter what i wrote in the ticket, they "can't" help.

No offense, but it's starting to feel like the "GMs" don't even bother with reading tickets anymore, they just use their text templates and simply close tickets instead.

I mean, it clearly shows in the screenshot that they can replace one item (insignia) with another without any problems, so why can't they replace a bound bag with an unbound one too?!

Who's responsible for fixing/replacing/refunding broken ZEN shop items in NWO?

Answers