Special Currency Refund Request / Lack of Clarity from GM Team
Hello Team,
On 2/17/2022, I submitted a request for assistance to the GM team. It was late in the evening for me, and I accidentally purchased the wrong gear piece using my Astronomy tomes due to lack of sleep and being distracted. I realize that this is entirely my fault, but I saw that the GM team is able to do a once-per-account replacement.
In the examples that I saw, they simply asked the player to discard the item, and then they replaced the item with the piece that the user intended to purchase.
On 2/18/2022, after some back and forth with the GM supporting my case, I was told to discard the item and to reply back with the time/date that I discarded it. I did so and in my reply email, I also asked if they had an estimated timeline of when my ticket would be resolved. They provided me with a cookie-cutter response, so I figured why push my luck?
On 2/23/22, I thought it wouldn't hurt to ask again as it had been a few days. Received the exact same response that I received on 2/18/2022. I was a bit annoyed, but I figured I could just wait. I used my tomes on a weapon that week, so I wasn't really pressed.
It is now 3/1/2022, and I still have not received a response providing any clarity. I submitted a ticket last night expressing how their lack of clarity is actually affecting my gameplay experience, as now I am unsure what to purchase with my tomes. The piece in question has the last bit of Skill Speed that I need, so my GCD is currently not where it needs to be, leading to drift during my combat rotation.
Do I purchase the gear piece that I need this week or not? What if I purchase it and it interferes with the support request that I put in because the GM team will only replace it with an item? Or will I receive a refund in the form of currency? In the reply that I received last night, the GM called my ticket a "Special Currency Refund Request", but I am unsure how to proceed without confirmation.
I don't know what to do because the GM team isn't at the very least informing me what to expect as a resolution. I have asked and expressed this same issue in the ticket I submitted last night, and the response was again very vague and not clear.
What investigation needs to happen at this point? I provided the time/date that I dropped, what item I dropped, and what currency is in question.
I apologize if I sound a bit frustrated, but this whole experience with the GM team via the support desk has left a sour taste in my mouth. I understand that GMs are humans and that maybe these things take time, but I would just like a bit of clarity so that I can also know how to move forward on my end.
Thank you for taking the time to read this.