and this time, the GM didn't do anything.
Actually, that is not true. They may not have been able to grant your request but that doesn't mean they didn't look into it or "do anything". Though the option to recover deleted, sold or disenchanted items are supposed to be done through the Item Restoration option on our Support Site, they still took a look themselves to see if they could locate the item you wanted restored.
Keep in mind that the Item Restoration
option uses the exact same list that our Game Masters have traditionally used when determining if they are able to restore an item.
They were unable to find the item there, which in turn means that it is no longer available for restoration.
In fact, they even told me there was no record of the item ever having been restored, which I found concerning.
I feel they may have been looking at your secondary account and not the one you were on at the time. I am sorry for the confusion. I see the restoration from 2005, though what happened after that, I couldn't say. Item restorations have a fairly short window for restoration.
What happened to the days of GM's actually resolving issues?
Those days are still here, Claymore, we actually help a great deal more than we have before, but everything is conditional.
For instance, back when you had the item restored initially we would be unable to restore a profession if it was unlearned, even if that occurred during an account compromise. What we can do is restricted by how quickly the loss/mistake is reported, but we are often able to return the skill completely. That might not be important to you, if you had never lost a profession because of an error you made or a compromise, but that is a lot of time and effort to the person who lost it.
This is more a question of why were we unable to help you
, with this particular issue.
The answer is simple is, in an effort to provide the best possible service we can to everyone it is sometimes necessary to say no.
With the introduction of Transmogrification it was expected that as folks were provided more customization to their appearance that they would want items that they may have acquired previously but sold or destroyed long ago. It simply would not have been feasible to provide such restorations for everyone that wanted them. Not without sacrificing in other areas.
That doesn't mean that our Developers aren't aware that there is a desire to reacquire some of the older models that may no longer be available to you. They have stated before that they are looking into what options there are.
Those of us who work in Customer Support are not liaison with the Development teams so we cannot say what may or may not be in the works. If you wish to provide feedback about the game it is best to post constructively in the forum best suited for the subject, the General discussion forum by default. You can also submit a Suggestion
through the In-game interface.
Given that I also know, for a fact, that they keep records of tickets dating back to Vanilla, I know they can directly verify the item was in my possession, as they had previous seen fit to restore it.
Yes and no. Not all information is saved, our tools have evolved much over the years and information that may not necessarily be needed may be carried over.