Chimera accessories caught on Isen

[Verenbaen]

you know what is funny, on forum and in game they said they wont refund the chimera accessories crones, but when u send a ticket they tell you that you can choose between getting your crones back or waiting for the accessories to be restored, now if you picked to refund the crones back they will send u back a message saying that they esclated your ticket to higher department and that you have to wait for the reply.

The initial statement that I made in game regarding no refunds was correct at that time of the night. When we came in the next morning we adjusted our stance and are now offering a refund on the purchase of the item either RP's or Crones. However this refund means that you will have to repurchase the items when they are released back onto the server.

When you submit a ticket asking for the accessories to be refunded we will inform you of the choice that you are about to make. If you refund the items we will remove the temporary rings from your account and your account name from the list of people who had the accessories removed from the account. However you will get either the crones or Rohan Points used in this purchase. If our Tier 1 Game Masters answer the ticket you will get the reply that they have escalated the ticket to the Tier 2 Game Masters, where we will complete the restoration. If the Tier 2 Game Masters answer the ticket we will complete the restoration at that time. I have completed several of these refunds in the past few days and had some people who wanted to wait until the accessories are restored back to the server.

Do we realize that this didn't happen perfectly yes. However we had no advance notice that these were being removed until it had already happened. As such we had to deal with the hand we were dealt. In the future we will try and give you as much notice as possible when items are going to be removed from a server.

[vipaccount]

From 8 years long as Rohan existed, No more experience is drawn from the problems Rohan staff caused?

[GodsRage]

In Verenbaen's defense, there are procedures and policies that are long established. Being on support staff he is not allowed to bend those policies. Only his management can make those decisions. Unless they are told specifically to make exceptions to these policies, they can't. To do otherwise means they are immediately out of a job.

While the support team is in touch with you via these forums, the ticket system and in-game, his management is not playing this game and is pretty much oblivious to what is going on beyond what they have been told by their support team.

PS: IRohan has only been around since Spring 2008 -- 6 years (I know it feels a lot longer).