Trion customer support response to my continualy having weapons dissappear..

[Flowinwaters]

I just got out of a very nice and informative live chat with trion customer support. As I had my entire loadout page glitch out to read only and the game equip me with a default weapon which I could not change, I figured I should try to talk to someone as opposed to just sending a bug/support ticket. And btw, trion live chat uses a non scrollable txt window in their live chat with no buttons for print or save to file, smart ;-).
I explained everything that lead up to my problem and how I was finally afetr atleast an hour of running around only able to use a default weapon, work around/deglitch my loadout, I will not use the word fix, because I am not a developer and I fixed nothing, simple unglitched my character. No, nothing against terms was violated, I told them how I unglitched it, but as they do not pay me I will not spread an unglitching method.
My consern wasn't just that my charcter glitched and I lost a shotgun, its that I lose a weapon almost everyday I log on, my question was simple, what are the developers recommending the players do to protect their weapons and mods?
Should we be taking screenshots of every item we obtain and use? Then another shot everytime we add a new mod?
Or do they suggest we not use any mods we don't want to risk losing?
Well the answer was even simpleier, they don't recommend anything, they had no comment on how a player was to protect themselves and the items they have aquired.
Needless to say I was shocked and immediatly asked the CS agent if they wanted their name removed from the conversqtion when I posted it here, as I feel this is general information for all who paid to know. How they probably laughed at there computer screen, because little did I know that I couldn't copy and paste anything but the last 3 lines of our converstion, no scroll bar on the tx window, no print to file, save to file, anything.
So I have to hold my hands out and confess my evidence of this information is gone now, but I still felt the need to post this for all to hear, belive me or not, the devs currently have no comment of how players can protect their loot in a game that allows you to spend real money on ingame loot. So think about this before you spend another dollar on lockboxes, they weapon u lucked up and got with real money or ingame reasourses could be gone, along with any mods it has in it, and ur at the mercy of CS as to if you get it back.
Id suggest ingame pics if you already have oranges with mods, because if you log on one day and its gone, its just your word with no proof..

[divergent ghost]

Terrible customer "service".

[Strangelove]

Customer service was realy good to me. I had a legendary lmg vanish from my inventory, and they gave me options of tiered lockbox, or a random legendary weapon. I was able to get this accomplished in 20 minutes on a lunchbreak while i was at work. I got home and there was a new legendary weapon in my inventory.

I also asked about a workaround so this didnt happen again. They responded that it would have to fixed on their end. Well i just wanted to share, because not all customer service experiences are poor. People should hear the positive as well. I had a good experience.

Of course i dont lose a weapon everytime i log in as OP claims. Do they replace your stuff everytime you lose it? To be even more specific my weapon was equipped, and vansihed as soon as the co-op map island of lost soldiers loaded.

[Pelaquin]

I also had a good experience with customer service on live chat last night, they where helpful and gave me a solution to my problem of my missing weapon and i was back in game only a few minutes later, you can't base an entire company on the experiences of dealing with one person.

[Dark Raven80]

I made them return the bits I purchased for lock boxes. Doesn't fix the missing mods or time spent acquiring them but at least once the bug is fixed I can buy the boxes and hopefully get some of the weapons back (or get better ones)...

[Dark Raven80]

Having done customer service jobs in the past I know most of getting the problem resolved is in how you talk to them. I stick with "sarcastically disappointed". Basically I make fun of just how messed up losing guns is and that grinding arkfalls while only being able to do melee attacks since all my guns vanished is a very lengthy proposition.

[Calysto]

I've had these issues a few times. First person was able to restore my lost sniper rifle since it was a quest reward, although I lost the ark salvage spent on adding 3 mod slots and the blue mods in it. 2nd Live Chat GM did jack diddly and was completely useless to me. Did get him to finally escalate my issue to the next tier of support, and 2-3 days later I'm talking with the Lead GM and getting my problems taken care of. Took probably close to a week before he got all the tools that he needed to get things restored, but he's gotten me back to where I was and has been incredibly helpful.

To sum up, Live Chat GM's can vary in their helpfulness, but they're also the lowest level of support they have. Give them a shot, see if they can restore stuff now that they may have the better tools also. Took awhile, but with getting all my stuff back and a little more for all the troubles, I'm completely satisfied with how it all turned out. They do care, although it may take a bit to find one who shows it.

[Flowinwaters]

I was not bashing CS, they have been above and beyond helpful, and I have only actually asked of one weapon to be replaced, the first I lost, and they returned it, since then I have reported missing weapons but with no intention of asking for the back bc usually I would not be able to give them the exact name/level. But my first was a qst reward, so it was simple. That said, my problem wasn't with CS, my problem is this, the devs know there is a problem, but will give no comment on how players can be secure in knowing the weapon or mod they worked so hard for is going to be safe. The CS agent I spoke with did err in saying they could not replace items, I politely corrected them and pointed them to a CS ticket of my own that said in the txt the item was replaced in my inventory.
I was simply seeking a simple answer of we will do the leg work to recover any items u lost ingame due to glitch(hunting down the item code along with mod codes from the last time your char had them), we will support the use of player provided ingame screenshots as valid proof of previous ownership of weapons and mods and replace them as long as this glitch is ingame, or we will not always be replacing weapons its all your luck wether u lose it, same luck applies to if u get it back, with mods almost completely out of the question.
The response I got, was no comment from the devs at current on this issue, but it is being looked into.
In a game revolving around loot, the security of that loot is very important. What good is spend hours or real money to buy lock boxes for an orange weapon and all the synergy mods to make it awesome, if upon loggin out it disappears?

As to some questions asked, I have lost probably 6 weapons from just logging out, and they are always in my current loadout.

I was stuck only able to use one weapon, aparently some kind of default AR that had no proc dmg, and did little dmg at that, for atleast an hr last nite, unfortunatly for me it was after 7ct so no CS working, understandable. But after an hr or so of no being able to change weapons or perks and having my loadout screen as a read only screen, I found my own work around.

Also I confirmed with them that it is not a saved game data glitch, by creating a new char and it had none of the problems my main was still experiencing. So even the CS agent said it was a "strange bug".

Again not bashing CS, I'm bashing a dev team that refused to give there players some sort of securtiy measure to help prevent them losing a weapon forever. As stated simpling saying they would support screenshots as proof or even better going into the coding themselves to ensure u got your correct weapon back would have been a great response. I would have even accepted its all gunna be ur luck as atleast a response, but no comment says enough, that's not a no comment from CS, that's a no comment forwarded by CS, from the dev team.

Inaction can sometimes be the loudest action...

[Flowinwaters]

I've had these issues a few times. First person was able to restore my lost sniper rifle since it was a quest reward, although I lost the ark salvage spent on adding 3 mod slots and the blue mods in it. 2nd Live Chat GM did jack diddly and was completely useless to me. Did get him to finally escalate my issue to the next tier of support, and 2-3 days later I'm talking with the Lead GM and getting my problems taken care of. Took probably close to a week before he got all the tools that he needed to get things restored, but he's gotten me back to where I was and has been incredibly helpful.

To sum up, Live Chat GM's can vary in their helpfulness, but they're also the lowest level of support they have. Give them a shot, see if they can restore stuff now that they may have the better tools also. Took awhile, but with getting all my stuff back and a little more for all the troubles, I'm completely satisfied with how it all turned out. They do care, although it may take a bit to find one who shows it.

I spoke with them today(4/17) at roughly 10 am eastern.

[Facade]

Their customer service seems to be like Blizzards, it's god awful trying to actually reach a person but when you do they are incredibly helpful.