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Just a heads up about Extraction Rune. They will NOT work on restored items that are below +9. Because I was not made aware of this limitation (it isn't even in the rune description), I contacted support only to be denied a refund. Um what? How is this my fault?
Comments
If it's not a composite item, you have to blow it up via enhancement with the rune.
Can someone explain it to me?
Thank you for contacting Nexon America Customer Support.
1. Wrong. Restored items can be extracted.
2. The rune is still in my NX inventory. I purchased it yesterday.
What garbage. As someone that has spent 13K over the 7 years of playing, consider having lost a customer. Horrid support.
My +10 OJ 90 items that were restored before can be extracted, so that's weird.
We've got a new wave of GM's. I've personally had bad experiences with the new GM's and had to correct them several times because they misread or didn't understand. You should correct them in your response, especially since you do have the rune still...
Here is the image
@Ehgess
Help?
Lol @ this ticket response.
So they admit that they don't see anywhere in the description of the rune that there is any limitation on what kind of items it can be used on - so that means according to the description the extraction rune can be used on any enchanted item without issue, there are no limitations stated on the item description. Then right after that they say they found the rune couldn't be used on the enchanted item due to being restored already???
Nexon, your "customer support" just admitted the item gives no warning at all that it can't be used on restored items and you just discovered that by your own admission which is an error on YOUR part not the customer buying the rune not being told this in the item description and now you refuse to give a refund?
This my friends is what you call bad business and how you lose your customers for good.
I'm afraid to even go to "customer support" now if I run into any issues ingame in fear of them not doing anything and not really caring about what I'm going through like was done here. This gentleman or young lady just wasted $20 due to the extraction rune not letting them know it won't work on restored items and all "customer support" has to say is their aware that the item description didn't mention that and tough luck.
I offered solutions of my own, but every single one was denied. Because I was extracting the boots for the scrolls, they could've just sent the 100% ES to my mailbox or something. Heck, they could've sent a +9 version of the boots I had so I could extract. The funny part? They said to try to increase the enhance of the item. Sorry, can't do that thanks to the really dumb change to enhancing from Rise Update.
The rune won't go in the slot even if it's red?
I've done just that in regards to extracting scrolls from already boomed weapons. No issues.
And that response is terrible asf.
I wouldn't want to have someone making mistakes and not knowing enough about the game deciding whether I get a refund or not for buying something like this extraction rune that had limitations (can't use on items below +9) that I wasn't made aware of. Nowhere in the item description of the extraction rune does it let us know that we can't use it on items below +9 and this GM that handled QueenofMana's ticket admits to that yet they still deny him a refund when he does still have the item that someone could just simply remove from his inventory and give him his money or NX back.
So now Queen is in a situation where they've purchased an NX item that they can't use at no fault of their own, there was an error in the item description leaving out important information which caused this mess and the GM handling his ticket doesn't have his facts straight with nowhere to turn to. I'm really not sure what that GM is doing but they're saying Queen can't get a refund because they used the item already when they still have the item and the GM doesn't even know why the extraction rune isn't working and instead of passing it on to devs or higher ups better equipped to investigate the issue they just say "I don't know why the item isn't working, your refund is denied."
And on top of all that they aren't able to create a new ticket either to get a competent GM to help with the issue that isn't their fault because the first one that received the ticket already decided to deny the refund when that GM clearly doesn't know what they're doing.
This should be a real eye opener for you Nexon, managers, those in charge of customer support and higher-ups, players need somewhere to go to for help when GMs handling their tickets are being irresponsible, making mistakes that we have to pay for.
Very poor customer service.
Hope it works out.
Rather than actually do an investigation, all they did was reiterate the same exact thing the previous GM said. Are you kidding me? I was denied a refund for the rune I STILL have in my inventory and was denied solutions that I offered which are more than reasonable for the inconvenience I was caused, but nope! Truly sad and pathetic. Customer support really has gone downhill. Thanks for making my decision so much easy, Nexon! I'm done spending my money on this game.
This is the response I wrote back.
The extraction runes were modified in KR around September to be only usable on equipment with enhancement level +9 and above.
This change was not due to happen for the NA version until the Miri update. Unfortunately this means the change was prematurely implemented in our version before the description text and change was supposed to be announced. Hence why there is a bit of confusion in regards to the functionality of the extraction rune itself.
We have since notified Customer Service of our findings and apologize for any inconvenience this issue may have caused.
So your customer support is not going to refund the OP for a mistake that was on their part?
You're in my good graces again. Thanks for the appropriate action. It is good to know that there are SOME GMs that care about the well-being of their customers.
@Ehgess Should changes be prematurely implemented in our version of the game, the community has the right to know about these changes to ensure that messes such as this be avoided in the future.