Unable to Detach recovered items from mail

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Nov 26 2013, 10:47 AM
Tasara

Unable to Detach recovered items from mail

Because no announcement had been made yet when I opened my Guild House's chest last Wednesday right after Helm's Deep went live, a number of unique, level 50 class quest items went missing. When I logged in this morning, I was VERY pleased to see that they had been restored via my in-game mail. However, I am unable to remove the items from the mail and instead, get the message, "You cannot detach that item. Already in use." Anybody got any ideas how I can retrieve my Guild's property? And yes, I bugged it. [edit] Or rather, I'm trying to bug it; the bug window is still not loading, ten+ minutes later... [2nd edit] Bugged!
Nov 26 2013, 11:40 AM
Sapience

Quote:

Originally Posted by Tasara

Because no announcement had been made yet when I opened my Guild House's chest last Wednesday right after Helm's Deep went live, a number of unique, level 50 class quest items went missing. When I logged in this morning, I was VERY pleased to see that they had been restored via my in-game mail. However, I am unable to remove the items from the mail and instead, get the message, "You cannot detach that item. Already in use." Anybody got any ideas how I can retrieve my Guild's property? And yes, I bugged it. [edit] Or rather, I'm trying to bug it; the bug window is still not loading, ten+ minutes later... [2nd edit] Bugged!

We did a test of the restore system on Meneldor ONLY (just in case other people are wondering why they didn't get their items in the mail today) and we found that some items were getting stuck in this state. If you have an item like this that you cannot detach you can contact Customer Support and they can replace your 'stuck' item. The mail with the item will eventually be deleted by the system when the mail expires. You can safely ignore it.

For anyone not on Meneldor, we won't be using the tool on any additional servers until we sort out this issue. Please know we're working on it and your items will be returned, but it's going to take a little bit longer than we anticipated.
Nov 26 2013, 06:40 PM
Tasara

Ah, okay. Thank you very much for the attempt. I will now go log in and see what I can find out, in-game. *bows deeply in the general direction of Boston.* [edit] Just got the items returned, in-game. Me and my guild thank all for their kind help.
Nov 26 2013, 09:41 PM
buckins

Quote:

Originally Posted by Sapience

We did a test of the restore system on Meneldor ONLY (just in case other people are wondering why they didn't get their items in the mail today) and we found that some items were getting stuck in this state. If you have an item like this that you cannot detach you can contact Customer Support and they can replace your 'stuck' item. The mail with the item will eventually be deleted by the system when the mail expires. You can safely ignore it.

For anyone not on Meneldor, we won't be using the tool on any additional servers until we sort out this issue. Please know we're working on it and your items will be returned, but it's going to take a little bit longer than we anticipated.

I am on Meneldor and I have the same issue. Cannot detach unique items from the mailbox.

I contacted in-game support and was told that they can do nothing.

Does this mean that I will *never* get my items back now?
Nov 26 2013, 09:44 PM
rosey21

Quote:

Originally Posted by buckins

I am on Meneldor and I have the same issue. Cannot detach unique items from the mailbox.

I contacted in-game support and was told that they can do nothing.

Does this mean that I will *never* get my items back now?

Re read what he said.
Nov 26 2013, 09:59 PM
buckins

Quote:

Originally Posted by rosey21

Re read what he said.

I did. In fact I read it multiple times to be sure before I posted.

People on Meneldor are supposed to contact CS.

People NOT on Meneldor are supposed to wait.

Now, is it possible he meant CS as in PHONE turbine CS and ask that way?
Nov 27 2013, 11:19 AM
Tasara

Quote:

Originally Posted by buckins

I did. In fact I read it multiple times to be sure before I posted.

People on Meneldor are supposed to contact CS.

People NOT on Meneldor are supposed to wait.

Now, is it possible he meant CS as in PHONE turbine CS and ask that way?

Buckins, I did call first and the lady I spoke with said to talk to a GM in-game, that the GM had the tools by which to make the fix. In-game, I submitted a ticket in which I explained the problem and mentioned Sapience's response above. I stayed in the toon and was contacted about 20 min's later, at which time the problem was fixed. Hope that helps!
Nov 27 2013, 11:52 AM
buckins

Quote:

Originally Posted by Tasara

Buckins, I did call first and the lady I spoke with said to talk to a GM in-game, that the GM had the tools by which to make the fix. In-game, I submitted a ticket in which I explained the problem and mentioned Sapience's response above. I stayed in the toon and was contacted about 20 min's later, at which time the problem was fixed. Hope that helps!

Thanks Tsara.

I tried that last night and no response for the two hours I was in-game but I will try again.
Dec 11 2013, 12:59 PM
Tasara

Okay, I probably should have said something at the time but I made the somewhat fatal mistake of second-guessing the situation. In-game, the GM did restore the items from the emails I had opened. There are still a number of emails I did not open and are still unopened in my mailbox. Should I continue to wait for fix on this or contact a GM again or what? (EDIT) Okay, while getting another problem worked on, this one got fixed. This game, in my opinion, has the BEST in-game help!