Item drop issue - attempted to contact in game GM for support but no response

character: lenicus tramoria
server: Excalibur
Instance: garuda hard duty finder
Item lost: Garuda's Spine
details: Party members passed item, I need lotted item but it did not drop. Checked inventory item not in inventory.
Request: Item recovery assist

Attempted to contact GM support in game through several report options over 2 hours ago but no response.

Quote:

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Originally Posted by Lenicus

character: lenicus tramoria
server: Excalibur
Instance: garuda hard duty finder
Item lost: Garuda's Spine
details: Party members passed item, I need lotted item but it did not drop. Checked inventory item not in inventory.
Request: Item recovery assist

Attempted to contact GM support in game through several report options over 2 hours ago but no response.

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You'll be waiting for a very long time, good luck with your ticket.

been several hours since posting, and still no response.. I start to wonder if moderators are watching these posts and where customer service levels lie for us who need contact in order to resolve.

If a moderator is reading this, please assist me with this matter.

Lenicus, good luck with this, I truly hope you find what you want from SE's support divisions, in or out of game.

If you go look through the stickied threads though, you might understand why I personally have given up hope on ever getting any "customer support" from SE.

It has now been almost 24hrs since post and has been well past 24hrs since first ticket filed to GM for assistance and still no response.

No one here on the forums will really be able to help you. Tickets are the only way to get a hold of anyone that can make a change. It'll take time.

Quote:

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Originally Posted by Freyar

No one here on the forums will really be able to help you. Tickets are the only way to get a hold of anyone that can make a change. It'll take time.

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actually per one GM I spoke to around day of launch, you get a faster response if you post here rather than ticket as moderators are constantly reviewing posts.

Quote:

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Originally Posted by Lenicus

...moderators are constantly reviewing posts.

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They are? Now I haven’t read everything single thread posted, but the only thing I've seen moderators do on these forums is to close threads that embarrass SE, (and they still can’t keep up with those.)

Ticket 3017039 issued for this
response from SE was they are unable to help with guides and to refer to forums for game assistance.

This is not a request for a GUIDE... This is a request for item recovery due to a glitch in game causing an item to be lost. Please re-review ticket as it is still not resolved.

refilled ticket.. received immediate response... This is not a supported action to recover. If this is a bug ensure you file a bug report so it can be addressed and fixed for future occurrences.

That's great that a bug caused a problem and there is no correction other than "continue your endless runs" for an item that is rare to drop.

I've submitted more than 10 tickets since launch and have yet to receive a reply.

Keep submitting tickets and you just end up with a bunch of gm's that don't want to help you.

LOL. That's obvious. They weren't spammed one after the other. There's been days and weeks between submitted ticked, but they don't get responded to and they're all legit issues/suggestions.

I called customer support after losing multiple gil/items and levels after update before this one we just had.. I am still trying to get support for it.. I contacted support via email, was told to contact GM, GM told me to contact Phone customer service or email , I did both (emailing again) email then told me before my phone call to call customer support giving me the number which I had. The customer tech support guy was rude, swore at me when I explained this was the worst customer service I had ever received when he refered me back to email support and the GM in game. Seriously, Dont you love this poor crap customer service we get and we are paying for it.

I'm about ready to unsub due to their customer care. And yet half the forums jump down your throat if you dare suggest it's substandard.

You'd think if people were really into the game they'd want it to improve and hang onto subscriptions, but awful support is going to be the end of this game.

Greetings,

It seems that there have not been any further posts about this concern being an ongoing issue. Because of this, we are considering it to be resolved. If this does continue to be a concern, please create another thread to further discuss resolutions or contact the Support Center at support.na.square-enix.com for assistance.