Item loss - not covered.

[Azziane]

<Rant>

Hi,

There is a bug that makes your items, either in bags or worn, disapear. This happens when you change chunks, or when you otherwise load (recall, fall through world and teleport to safe area, crash...). Basically, I think, this can happen anytime your character is saved.

Anyway. I lost a robe, fairly low level, that I was wearing, as well as some other minor items. That robe was not that awesome, but it was a fairely rare drop from the gargoyle boss in Riftseeker. Like I said, not high level. Still I knew I was never going back there, and I kind of like saving my best pieces of low level gear. Plus I was wearing it, and it was mine anyway, which is reason enough to care about losing it.

I petitionned. A GM responded within an acceptable amount of time (3 hours). To simply say, all in one tell:

"Greetings! I apologize but we do not, at this time, reimburse lost items. Please contact us again if you run into any other issue.".

I think the guy actually thought that would be it. I sent him tells after tells, asking him the question, "Why do you not support item loss?". I wanted an answer, and I wanted my robe back. He did not want to give me a straight answer. I was decided to insist for as long as it took. Unfortunately, he outlasted me. I guess that fact that he is getting paid to listen to me rant while I am not made the difference.

All the information I got from him is that items lost, due to bugs, will not be reimbursed ("at this time"), no matter the reason. He even said, and I quote, that "in the current state of things, lost item cases cannot be investigated". I am not sure what "the current state of things" is, but I think it is pretty clear that they cannot, or do not want to even look at that type of issue. Assuming there is always some fraud, they decided not to investigate any claim.

I believe that a lost item in a MMORPG is the closest thing we get to a deficient/broken purchased product, which should justify an exchange or a refund... Anything out of my control that wastes my time should be, at the very least, looked at by someone in the Sigil/SOE team. Explanations on why there is no proper customer service at this time for item loss should be provided, at least. I don't think I was asking much.

My tolerence for bugs is fairly high. I rarely petition. Half because I do not care, half because I know it won't be any help. This however would only be acceptable during a free beta. Not when I have already paid for my product.

Anyway... I thought I would let you guys know. It is not a huge complaint, since the items I lost were almost worthless. But the information I gathered from that GM is just troubling.

</rant>

[Damogoth]

I have also lost ALL my gear (ie: totally naked, all 3 spheres) after crossing a chunk. GM said to /bug it, couldn't do anything more.

I feel for you; hopefully this gets fixed before we lose our hard earned raiding gear at 50...

[torktoo]

"in the current state of things, lost item cases cannot be investigated"

Looks like a straightforward answer to me.

And you said so yourself its a low level robe. Id say get over it at this point. I mean really. I could see really bitching at them if you lost your uber robe of ubering or all your gear (at any level) but one item that you'll upgrade in no time (in fact there is a quest you can do at that levle for a much much better item)

I mean, its not like SWG were you could display your old gear =P (or can you in houses?)

Also remember the GM's dont make the policies they only have to enforce them cause its their job.