[2020] Accidentaly deleted my unique infusion.

We really are friendly, I promise. Even when we say no. lesser than three

Pfft, I wish. Nope, just Lead, meaning Magister and myself who lead the troops, as it were.

You guys can track list of examples, so issue is easy, too

Since I am seeing this a lot, I wanted to comment a bit more on this, as there often are a ton of misconceptions when it comes to such matters.

Number one is: Not all games are alike. Yours truly is a fossil, I have worked on online games for a long, long time and for many different ones. If between all of these I'd only compare Guild Wars and Guild Wars 2, the difference in tools the CS team has available is staggering. In Guild Wars, for example, I have no means to create just any item and make it appear on a player's account. Something that, in GW2, will take me three entry fields and four mouse clicks. For GW, however, it is just about impossible. GW also lost the ability to receive account roll backs. They broke in summer of 2012 and after months of trying to come up with a solution, we had to let players know that the function isn't available any longer. So even within the same company and similar games; the way a game is built can make a thing easy in one and impossible in the other.

Then, regarding logging of items just in GW2. Not all items are logged the same way. I know that such matters can be very hard to wrap your head around, but tracking of something does not automatically equate to tracking of another thing.

For example: The absolutely easiest help I can give with any lost 'item' is a purchase from the Gem Store. If you bought the Wedding Attire Outfit in 2015 and somehow lost it since then, it is a relatively easy check to find you bought it and we can send you a new one. That is because the way that purchase was obtained and we have an easy way to find that for you. Further, as it is automatically bound to your account, we'd not impact anything by just throwing it at you, even if we cannot trace that you have lost it.

On the other hand, we have users who used transmutation in 2012 to put the skin of an item onto another (armor, weapon, does not matter here). The way transmutation worked and what happened to items during that; combined with how long ago this was now, means we will not have any logs to show that action anymore. At that point, we have to juggle how to proceed. In some cases, if it was a relatively harmless item and it's not worth a lot, we might give it and say: Well, we can't see the loss, but this can't hurt. On the other, if it is an Infinite Light, things start to become more problematic.

Not all items are true items, either. An 'item' in your pack might be a script that, when used, does something, which means it would end up being traced in a different way than a dagger or plate boots.

"I lost 100 Gold in the trade post and they refuse to help, but my friend who bought the wrong Gem Store item was helped" absolutely feels right on a basic level. But these two are different systems with different tools and different logging.

Also, sometimes we get a new tool, so things change. I am not sure how many of you recall this, but in the early stages of the game, restoring a deleted character was straight-up impossible. Many disappointed players contacted us after rage quits, or deleting the wrong character, and we had to tell them: Sorry, we can't. We did not have the means to do so, and it could corrupt some things if we did. Then, after a few years, we found ways of making that possible without breaking anything on the player's accounts - so we at once started to create processes to make that happen.

Not one of our policies is based on "This is too hard, so I'm not doing it"; nor is any one of our policies ever written thinking "That'll teach 'em!". Each one is "How can I best help without causing damage?".