Forum Discussion

4 years ago

Given The Wrong Heirloom

Please help @EA_David After a year and half of waiting I finally received some heirloom shards and knew (since it was released) that I wanted Caustic's Death Hammer. With the excitement and from th...

discussion

EA_Mako

Community Manager

4 years ago

Hey @LunarFrost5755, very sorry to hear you haven't ended up with the heirloom you've been looking forward to for a while.

Ps: I used to have a pc account for the game but do not use it anymore since I no longer have the pc. This issue is on my ps4 account. I'm not sure if that matters or if the heirloom was transfered to the pc account I have no way of checking.

This doesn't appear to be the case, just as a heads up. As you mentioned your activity is on the PS4 account, so fortunately this wasn't somehow sent to the wrong platform or account.

With that said however, I'm afraid we are not able to replace or grant alternate heirlooms. If you had reached out to support already and they were unable to verify this, I'm sorry to say that wouldn't be something we can change via the forums either.

Hopefully that's not something you encounter moving forward, though letting us know as soon as possible will give us the best chance to see what's going on if you do happen to run into any issues in the future.

LunarFrost5755
4 years ago
@EA_Mako Thank you very much. I'm very sorry to hear this and genuinely disappointed. After a year and a half of waiting for the shards and spending as much money as I can when ever I can on this game. I'm left with the wrong rare item and nothing can be done due to a glitch. I'm not satisfied with this in the slightest but appreciate the help. I wish it was at least on a character I put time into.
LunarFrost5755
4 years ago
@EA_Mako I understand that the heirloom will not be replaced or refunded. Will I receive any sort of compensation. At this point I'm just genuinely upset. I've put so much time and money into the game and support. The time I need help for an issue with the game I am told no... I'm not just losing the shards I'm losing the 100 plus hours I've put into the game to earn those shards. Can nothing be done about this? Nothing at all? Has the time and money I have put into this game been wasted? Please help me.
- EA_Mako
  Community Manager
  4 years ago
  Hey @LunarFrost5755,
  
  I wish I had some better news for you in that regard, but I'm afraid that's unlikely.
  
  When it comes to situations with missing or incorrect content we'd typically need to be able to verify that in our records, which is all the more important for something as rare as an heirloom.
  
  We'll certainly pass along that this happened for investigation. However that said, these situations are generally pretty time sensitive to verify so I don't want to get your hopes up given the time that's passed here, especially since support has already taken a look and was unable to verify this.
  - LunarFrost5755
    4 years ago
    @EA_Mako no compensation in any regard can be given? I will keep the time sensitivity in mind go forward. The reason I didn't make a case sooner is because I genuinely believed the game might fix itself and I made sure not to have the knife equipped thinking that if I didn't use it it would not lock to my account