I think Turbine should rethink about their policy for not returning lost items or at least be a little more flexible. I havent played anything else so far where it is so easy to loose items as in this game by bugs or own mistakes.

And they could also give a real answer first time you send a ticket and not that copy/paste stuff with no real answer.

Only a few days after I started I posted 2 muckbanes into auction and then decided to cancel the auction right after. Both got lost in mail i never got them back. Friend said it might have been lag mail sometimes has that but after 4 hours they were still just gone.

Then I send a ticket with as much detail as possible. It was few days and a few tickets later when GM actually answered to me. Found only one of them in logs and said i destroyed it myself wich was clearly not the case, but he was still nice enough to return one Muckbane 20k plat (not really expensive). I never should have excepted that but how was i supposed to know how easy it seems to loose stuff in this game.

Now several weeks later I lost Planar Gird 400-800k (really expensive) from my inventory on one of my toons. This time I even have no idea how it happened or when. Same as last time. now several tickets, a few days, emails,bug reports and customer service complaints later got my first real answer GM actually took some time to look for the item and then told me my Planar Gird could not be returned because they already made rare exception when they returned my Muckbane... and it might have been easier for me to narrow the time table of when this happened if I would have gotten a real answer earlier. So now because I accepted muckbane back I can never get my Planar Gird back? Seem like fair to you? Specially since loosing those muckbanes was a very clear bug and certainly not my fault. At this point I feel like idiot for spending real money on this game and excepting real customer service wich I´m used to when playing other mmo´s

I might have been happy with it and blamed myself for loosing the item in first place if I would have gotten that answer earlier.. but now I´m pretty sure this customer will be gone. After this much trouble I get that answer. I want to have fun when I play games now I´m just angry when I even just look at the game screen.

From player point of view Turbine just doesnt care if their players are happy or not. They just think new players are grown in trees. Bad customer support wich everytime blames player for making a mistake and takes several days of spamming even to get a real answer certainly doesnt help when you try to keep players.