Score One For The GM's

[Haimon]

A story of GOOD customer service, from start to finish total elapsed time of maybe 10 hours. I would like to share my story of how in-game assistance does still exist.

So you may remember that when The Serpent's Spine was released, the was tagged for chain classes. Being the only chain class in the group I looted it, then stuck it in the bank and forgot about it. The mold was later changed to plate classes.

While trying to make some room in the bank I stumbled across it. At first I was going to destroy it, but I figured "what the hell." So I petitioned. Not knowing if I would get a response from someone who actually had played the game I worded it rather neutral. Lo and behold:



Customer - 12/09/2006 05:57 AM

Hello.

When TSS first came out, the An Ancient Chestplate Mold was tagged for chain classes. Since my Shaman wears chain I received this armor piece for a future upgrade.

In a patch, the classes were changed to plate wearers. This was an oversite on the designers part. I would like this mold replaced with the correct one since when I looted, it was tagged wearable (usable) by my race/class. I know GM's can check back a few months to see when an item was looted, so please do to see that I received this piece well before the change was made.

I look foward to your response.

Haimon



Later on I receive the following e-mail:



Subject
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Wrong Class Listing on Armor Piece


Discussion Thread
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Response (GM Sushar) - 12/09/2006 03:42 PM

Greetings Haimon,
Thank you for contacting Sony Online Entertainment. I understand that you want to change your item 'An Ancient Chestplate Mold' with the correct item as per your class.

I apologize for the inconvenience caused. I am glad to contact you in game and reimburse you the item 'An Ancient Chestguard Mold'. As informed you in game, delete the item 'An Ancient Chestplate Mold'.

For more information regarding our reimbursement policy please visit our knowledge base: http://www.station.sony.com/kb. The answer id for reimbursement policy is 16215. Place this answer id in search box and this will open our reimbursement policy.

If you encounter any further in-game issues or questions please feel free to submit a new ticket. I wish you well in your future endeavors.


Sure enough Sushar got with me in-game and handed over .

I never really expected them to swap the item but I now own a which does in fact have Spiritual Channeling (yes, it's called Spiritual Channeling) clicky for helping resists. Lucy still does not show the clicky effect but it has a 0.3 cast time with a 5 minute refresh.

Just wanted to share a story of good customer service in our little world.

[Renia]

Same thing happened to me with the leggings. First I was like "WTF? - could I've been so wrong and loot plate leggings" then I realized that 1) another group asked for me to come and loot and 7 persons, all being wrong weren't very likely, and 2) I had a screen shot of it.

So I petitioned and got another one that I can wear

[Shismar]

[KB]

[Ambrosha]