Thread: Game support re-imbursement policy - extenuating circumstances

@ someone in charge

I've just been refused to have all the items in my mail that had returned from failed AH sales (and bits kept there in "storage", returned to me under game support re-imbursement policy rules, but I think these are particularly extenuating circumstances, so I'd like someone to have a second look at it please.

I had a fatal PC crash (PSU died and damaged my mobo - thread here: http://forum-en.msi.com/index.php?topic=159746.0 please read all of it - or enough to see I really had tried everything over the weeks to fix/find the problem) as you can see it is a VERY GENUINE situation, that has only just been resolved and allowed me to get back into LOTRO tonight, and submitting a ticket for the above was done within 10-15 minutes of my logging in.

I can understand the rules, and why they were set out, but fatal PC crashes are not exactly normal occurrences, as you can see from the above thread it happened quite suddenly 19th june, and because I don't have the money to just keep buying replacement parts until I find out what the cause was, I had to wait for parts to be RMA'd out and back, and I'm sure you can check my lotro activity that I've not been online in the 6.5 weeks in between.

Now call me cynical but I'm pretty sure paying for a subscription then not using it for 6.5 weeks simply to try to get items back from the mail, would be insane, especially as if I were able to, I'd log in and get them myself.

I know rules are rules etc etc, but surely in the interest of goodwill, and the fact that I've got proof that the reason I've not retrieved them myself is because I simply couldn't access Lotro, that giving me back some non gamebreaking items that have no real consequence except to me isn't going to be a serious breach of the policy rules.

It really is quite maddening to lose things, hard earned (in playtime) things, to something that can so easily be rectified, if you chose to.

And this is a request for all of my toons please.

I doubt whether posting to the community forums will result in improving things. You are best talking to Account Support directly. You could try asking for your issue to be escalated to a supervisor.

Good luck.

You have my deepest sympathy. Very few companies and organizations provide extenuating circumstance relief. The ones that due provide it for extreme situations. Got run over. Was in coma for four weeks intensive care. Even in situations like this, it is only major stuff. You get your money back on the vacation that you could not take. Cruise and airline tickets and hotel stays. Little stuff like you missed out your free coffee at Dunkin' because your special free coupon expired. That is just gone.

Turbine may not have any way to figure what you lost. There is no record any more. It is gone from the servers. There is no guaranteed delivery with in game mail. Turbine never replaced all the mail attachments and silver that was lost when the mail server ate my mails. Fortunately, the mail system seems to work a lot better than it did back in 2007.

Usually you only lose mails when the servers are sick. Invisible walls on the landscape. Takes a minute to open a vendor. Swift travels fall all the time. Hunter guide skills do not work. When the servers get really sick I log out.

If you want to try again You would need to go to the support center:
http://support.turbine.com/ics/suppo...?style=classic
fill out a email ticket. Select LOTRO In Game Support as the team. The GMs handle all the in game issues. Ask for a Senior Game Master or a Game Master Supervisor to review your ticket.