No Ingame Bonus Items for 1.0 Players with ARR Physical Collector's Edition?

[LyhraMizrahi]

A friend of mine purchased two copies of the Final Fantasy XIV A Realm Reborn physical collector's edition and gave one to me for my birthday. We both were 1.0 players and we both registered for early access using the codes he received in his email. After the game officially launched, he received the bonus ingame items(courel mount, helm of light, and behemoth pet) but I did not. Today I received a reply for a support ticket I had opened that stated:

"If you played FFXIV version 1.0, you cannot use a registration code attached to a Windows version FINAL FANTASY XIV: A Realm Reborn Collector's Edition package. Instead, you simply need to purchase the Collector's Edition digital upgrade."

I know this is untrue because my friend, whom I know in real life and played 1.0 with, was able to get his despite using his 1.0 account. Will I ever be able to get my items or is this a lost cause?

[ZohnoReecho]

Physical CE can only be enabled on a new service account if you own an old service account account from 1.0.
If you played 1.0 you can only request a digital upgrade.

[LyhraMizrahi]

Well it's strange that my friend who also has a 1.0 account was able to get his no problem using the physical CE.

[Lexia]

Well it's strange that my friend who also has a 1.0 account was able to get his no problem using the physical CE.

Did they have the CE when they played 1.0? If so the 1.0 items automatically cover over to 2.0 but if you played regular on 1.0 and then tried to add a CE code to you existing 1.0 account when you started 2.0 then that does not work.

[LyhraMizrahi]

I just checked with him and he did have the 1.0 CE so I guess that's it. I'm not going to pay separately for those items though. >.>

[Furlamseere]

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.