Broken promises and customer support.

[Mossberg]

Deleted......

[Mossberg]

pss. I was instructed by your staff to express my concerns on this matter with you on the forum... not that i wanted to put all this out here on a public forum.

[Kule]

What was the purpose of buying the same item again and discarding it? that part seems a bit confusing but your general experience with SE customer support seems pretty usual, they take the idea of corporate policy to the extreme.

[Coletergeist]

If you bought it again....then couldn't you just..?
I'm so confused..
Maybe I'm not quite understanding the situation.
I do feel bad fot you though, I really do hope you get this figured out.
Best of luck, for this and life stuff as well for ya.

[Kule]

I bought the Phial of Fantasia for $10 and discarded it... it was the item they claimed was restored on my account 7 1/2 year ago. So by buying and throwing it away, my account received nothing "extra" from them-- kinda undoing the claimed 7 1/2 year ago restoration, making everything even and square.

I get your logic and it seems reasonable, but it also sounds like this is something you came up with and not them? I hope you can get them to help you, but it's definitely an uphill battle, and SE's customer support has always had a reputation for sticking to the rule book.

[Anhra]

Square Enix's usually doesn't do refunds like that except once per account as far as i recall their terms on the matter. It might sound cruel on my end but if you throw away a item that you have spent money on, you only got yourself to blame. A Company isn't obliged to do refunds on matters like these.

[MistakeNot]

I bought the Phial of Fantasia for $10 and discarded it... it was the item they claimed was restored on my account 7 1/2 year ago. So by buying and throwing it away, my account received nothing "extra" from them-- kinda undoing the claimed 7 1/2 year ago restoration, making everything even and square.

That seems like a silly thing to do.
My understanding is that their policy is that they only do item restoration once per account. Period. So your buying and throwing away would not make any difference at all - except make you poorer.

[Canadane]

Everyone can get one restoration.
What you do with it is on you. Just because you tossed it again (if I’m reading that right) doesn’t make you re-qualify for the one time and one time only item restoration.

[Coletergeist]

They checked it, saw I was correct and restored it.

So wait.
They DID restore this item of your 7.5 years ago? I'm still confused here...Do you understand what you're saying? They did, in fact, restore your item 7 1/2 years ago...so what is the issue?

So really, I paid for it twice now, and yes that is on me.

yeah...why on earth would you throw something away you paid for? Unless I'm just being stupie?

[Jillian]

Yes, 7/12 years ago i bought a Phial of Fantasia, it didn't go to my mailbox, they checked into it.. they sent it again. I don't feel that should count as my 'one-time restoration'. Now (today) they won't restore the weapon glamour I want, due to this restoration (as they see it), and I feel it's not right. A item restoration should be for an accidental discarding of an item, not correcting a techincal issue. My issue was due to a processing error in the mogstation store. This is why i felt they should have restored the weapon glamour. This is also why i took it a step further and bought a Fantasia and tossed it. To make up for the issue 7 1/2 years ago. I really am trying to be fair!

The fact is.. they told me they would do it. Policy or not at this point they should honor their promise. Playing mind games with a person dealing with cancer (not that it makes me special, but most certainty a human under a lot of stress) by breaking promises, pushing them off for over a month and showing zero compassion... is not cool.

This whole situation really stinks and while I think you should be given the item-restore, I don't think SE is going to budge on this. I feel like we should be entitled to a one-time restore once a year not once per account but, I don't make the rules. Seven and a half years ago is a long time. Unless the weapon is a 1.0 item, it's probably not too difficult to get. Is it a crafted item or relic by chance? What is it? Do you know anybody that can help you reacquire it? I would help if possible but we are on different servers.