Further claification on how they can/cannot restore items based on the case. A chat transcript below explaining just that:
Quote:
Sean: Ahoy A!
A: Hi Sean
Sean: Thank you for sailing into Live Chat!
A: Thanks. Sean, I have a question regarding game-breaking problems that could corrupt players' save files.
A: I'm sure you've heard of the case where some players, including myself, have lost important quest-related weapons/clothing items that we can no longer get.
A: However, then you guys blame it on us because of your team not having the system capability of doing a player save file restore.
A: Why don't you guys provide a service like that?
A: Do you expect to be perfect all the time?
Sean: I'm sorry to hear that you lost an item. This is most often due to a player putting the item into the trash. If it looks like an item disappeared on it's own, I'm happy to open up a ticket and escalate it for our developers to look into. They can look at our event logs which track everything that happens in the game.
A: That is the problem. The last time I had asked for a restoration of the quest weapon "Fine Cutlass" they said they could not restore game items.
A: Am I being told a lie now?
A: And yes, it was trashed by a glitch.
A: I had a full inventory and discard and clearly saw
Sean: I do not know what happened in that instance. It may be that they could not restore that particular item or it was deleted. I could open a new bug report if you had another item
A: the card showing "Rusty Cutlass"
A: I am just wondering,
A: It is possible to retrieve missing game items that were wrongfully deleted by a game glitch if it is brought to attention in time, correct?
Sean: It is a case by case basis. We are happy to escalate the issue for you and have our developers look into it. That said, it may or may not be possible depending on the item
A: I see.
A: Could you please follow up with the other Live Chat tech support people to NOT say that there is no possible way to restore items, please?
A: So confusion doesn't arise or
A: people aren't told a different thing.
A: Because that's a problem with your tech department there
A: Everyone knows something else
Sean: It is usually unlikely that we are able to restore items as players often delete them. While on accident, it is still an action on the players part. If there was a specific glitch or set of steps where in an item was removed, that is something we need to know about so we can attempt to reproduce it
A: So, if an item gets deleted by a "glitch", you guys need to be informed how said "glitch" was produced and you guys have to be able to reproduce it in order to allow restoration of said item?
Sean: We need to know how it may have happened so we can patch the issue.
A: Patch and restore?
Sean: Not necessarily. It may not be possible to restore lost items. I'm sorry that you are searching for a different answer. More likely that not, we cannot restore lost items. However, we are happy to look into each case if there is a chance. But it is unlikely
A: I see.
A: Well, I appreciate the clarification, Sean
Sean: No problem A, if you find this issue arises again, please fill out a bug report.
A: Case by case huh...
A: Yes I will
Sean: We will be happy to look into it.
A: Alrighty
A: Thanks Sean.
A: Take care.
Sean: Fair winds!
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Having said that, you shouldn't give up on trying to get your Adventure Long Coat back, so long as you can prove the glitch works or if they can reproduce it and then maybe they will be able to manually return the lost item.
So, they do have power to restore items... however, like Sean said, it is VERY unlikely.
Still a chance though!