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External link →Hi - was it a bug report that you submitted - I can't see a ticket from you (assuming your RSN is Varsit4)
Hello Mod Kelvin, I navigated through the submit bug interface which then opended up the website which lead me to the lost item page - I here clicked on "I lost my items due to a technical issue or bug" which opended my mailclient and told me to send an email to [email protected] I can DM you the email I sent it from if needed (the one connected to my rsn)
After doing this, I also submitted a bug report just for the sake of it
Aah, OK - I'll take a look.
Hey,
First off I'm sorry to hear you had this experience in game, while Telos is still a long way off for me to even consider, I can understand the frustration that streak breaks can cause.
In terms of your support experience, you have submitted an email to the 'tip off' address. The purpose of that address is to provide us with information that may be useful for improvement opportunities or investigations. It's well suited to let us know about scams, hijacks and similar - and works well as a source of information and evidence for us to tackle these sort of incidents in future. As it is intended as a 'tip off' service you won't get a reply from the staff who monitor those emails, instead their time is used on reacting to the tip offs, identifying trends and investigations.
That said, we know that people expect a response if they send an email, so we do fire back an automated response so you can be sure your email has been received, and that response does also clearly state that you will not get a reply from the tip off service.
For me there is a key learning in this for us, in that despite you wishing to report losses due to technical reasons, you found yourself at the tip off routing channel instead of the claim route we provide for verified losses due to technical issues.
I believe this is because the tip off button appears higher in the support page than the claim button, and arguably shouldn't be on the technical/bug section at all.
This is really useful feedback for us, we want to know if people have had a genuine technical loss such as yours so we can help out and put things right if we can. Moving forwards we are looking at that support article and you can expect to see changes and revisions to it very soon, so it is clearer and more intuitive to navigate.
In terms of your specific loss, it is now too late for us to review your claim as we will only have limited access to the data we need to verify the incident, but given that you've had the inconvenience and your feedback here has led us to change the support article to help players better in future, I've applied some goodwill free of charge membership to your account so you can keep on putting Telos in his place for the foreseeable future!