Special Currency Refund Request / Lack of Clarity from GM Team

[azurius]

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.

[Darneltia]

Greetings fellow Eorzean,

We understand the frustration this matter may cause. Based on your information, this concern can only be handled a Game Master in-game. You may contact a Game Master using the /supportdesk command for further assistance and referring to the ticket number you originally created for the issue. Note that the Game Master support team may be experiencing high contact volume and will handle contacts in the order they are received. Unfortunately, we are unable to assist on the forums for these type of issues.

Due to the nature of the issue, this thread will be moved to ‘Separate Support Required’.

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