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How long does support take to reply back?
I submitted a ticket 8 days ago which got a reply a hour ago. However, my issue was not resolved so I responded to the GM that was assisting me. Is it going to take another 8 days for them to reply back? I was already disappointed it took 8 days for the initial response and waiting another 8 days seems like a lot.
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But to answer your question: Due to high volume of tickets, it may take em also 8 days, but i could be wrong.
I was thinking it shouldn't take as long for a reply. I understand it took them a while for an initial response, but another 8 days for a reply seems like a lot. Also, if the reply back still doesn't resolve the issue, I'm looking at another 8 days totaling to almost 1 month to resolve my issue.
My issue is i dropped my etching on the wrong item and I'm currently putting my weapon on hold. I'm looking at potentially a month before my issue is resolved or maybe even a month and my issue is still not resolved. I really don't want to spent 100k on another etching or wait a month with it being useless in my inventory.
I will disagree. The best way for Support to contact you faster for unsolved issues, is to update your current support ticket. Making multiple tickets will only slow down their response time. And i hardly believe they will just toss a ticket because it does not have "Relevant" information. As a company, they have to take all tickets and solve em to the best of their abilities, regardless of what content they might have. And they do have a section that deals with problems with items such as Etchings.
a thousand years.
It's not like the GM necessarily have access to the logs you assume they do, and if they say it's something they can't help you with... they probably cannot assist you with it due either due to policy or technical restrictions. There are some kinds of disputes or disagreements that they cannot step into because of the precedent it sets or the amount of time/effort that would be involved in researching (and "if I do it for you, I have to do it for everyone else"). Things like disputes about dungeon drops and so on can fall in that category. I don't know what your issue is, but it sounds like their answer is "no".
Thing is, I see tons of post where people accidentally discard their costumes or items which support as able to help them. When you discard an item it says in chat you discarded it. Same thing happens when you use an etching. It says you used it. I've submitted a ticket of a situation way harder to handle than my current one a year ago. At that time I accidentally bought an item with an extra "0" at the end when I negotiated. Support was able to handle it very fast and even trusted my honesty which prevented further investigation. That person could have been my friend and my accident may have not been an accident. That is impossible to know. Not even with logs is that possible.
However, in my current situation, based on my past experience and experience from other players, it is fully possible to determine if I indeed had an etching and used it or not. Saying they don't have access to the logs doesn't really make sense to me. Unless enmase randomly said one day, "support team you can't access logs anymore." Never have I seen a game company where customer support has that less power. Without access to logs, how would they check if someone accidentally discarded an item or used it? Because there has been many situations where support was able to help people who discarded or misused an item. I can even provide a time really close to the time I misused my etching. It might be off by a few minutes but it will limit where they need to look by a lot.
Agreed.
I upgraded my ticket with more feedback and got what i need from support.
I don't think etchings are treated with the same degree of tracking as something like cash shop costumes (where there is traceability to the point of purchase/creation) and actual trades (where there is a trade log). The important items are elevated to a higher summary level of logging so that it's manageable. Otherwise, having to comb through the raw logs (every single in-game item ever spawned, crafted, used, or discarded) would be like trying to find a needle in a haystack. Not to mention these logs would be enormous. It certainly isn't something you'd preserve for weeks for all players on all servers.
And even if there were the technical capability of digging through some sort of raw files to find it, they have to draw the line somewhere at what issues they're not going to spend time on, otherwise people could make all sorts of claims about loot they should have gotten, or items they claim they had and "disappeared", and so on. The amount of time wasted on those sorts of claims could be endless. If they just put a line in the sand that says "we'll investigate cash shop items, but not in-game items" that would honestly make sense (and again could be supported by elevating the logs for these important items to a summary view). It's the same reason they can't help people when they claim they should have gotten x/y/z dungeon loot.
So anyway, if they said they can't help you trace down an etching you think you should have, it doesn't surprise me that they would draw the line there, whether they have the technical ability to trace it down or not.
Except my item isnt just some cheap item thats worth like 5k gold. It is around 90k and more like 100k now. You state how support doesn't have time for small issues like this yet they have the time for other individuals. Like I stated before, I had a way harder issue to resolve yet it was resolved within a day. The issue I had couldn't even be solved using logs but fully based on how much support trusted me. However, the issue I have right now can be solved with logs and does not require support to believe me or not. Either support has gotten worse over the past year or 2, or the GM I am working with just doesn't "feel" like helping.
I'm saying that different kinds of items are treated differently, and cash shop purchases and trades are going to be tracked differently than items like etchings that may have been in your inventory. How much it's worth on the broker is notwithstanding, because there's no objective way to draw the line. I don't think it's an issue of "trust", either.
Anyway, this is just my speculation on why they may not want to investigate this type of issue. In the end, they're the only ones who can decide where the line is, whether it's due to technical limitations on the degree of information that gets logged, or due to policy decisions about where support will and will not spend their time. But I don't think the other examples you provided are the same or equivalent kinds of cases.
In my past ticket, the item I was working with was cobala ores which is even less significant. The GM I was working with asked me for a screenshot of the recently purchased tab and indicate which purchase was mine. This shows how he was able to check if I was the one who bought it. The etching I bought is on recently purchased and I know exactly which one is mine based on time and price. I can even provide an approximate time, which is only off by 10-20 minutes, of when I used my etching.
While I can prove that I bought the etching which means I had it to begin with, you can argue that I could have dropped it on another weapon and sell it. However, I have not sold a single weapon or traded one. They can even check inventory of all my characters. The weapon I accidentally dropped my etching on is my vm7 and its not even tradable anymore as it has been liberated before and is bound to my character. I have a vm8 weapon that is perfect so it makes no sense to drop it on my vm7 that had the exact same etching.
Thus, based on past experiences and experiences from other people, I do not believe that they dont have the technical capabilities of resolving my issue. Yes I am upset that my issue is not resolved. However, I am more upset with support's response and straight up closing my ticket without an explanation that I am satisfied with.