Still no fix for missing twitch drop after a month!

Game Support English Support
1

It seems writing web tickets to amazon is not doing much,
so I am writing here hoping for better impact !

I am one of the MANY, who got tricked by the shop issues
a few weeks ago when trying to redeem in-game items in
the product inventory.

What happened:

  • Twitch drop “LoLA Neugier Gold Mount” was in-game, in my product inventory.
  • Tried to claim it on my main character.
  • Simply disappeared after minutes of freeze / constant loading on the product window.
  • Got some message “Shop too slow, try later”.

I know you fixed the issues with the shop, however …
YOU STILL HAVEN’T SENT ME BACK MY MOUNT ! AFTER MONTHS AND MANY TICKETS !
You have logs for my account, and you have access to my twitch drop inventory to
check I indeed have the mount claimed in twitch …

I spent time watching some useless dude for hours, indirectly funding him against my will
through some monetization systems to obtain a mount in exchange … I consider myself
scammed.

Region - EU Central
Server - Trixion
Character - Shikifuyin

2

Greetings @Shikifuyin

Thank you very much for bringing up your current problem to the table and I do apologize about the unexpected experience you had within your play-through.

Let’s try this:

  • Unlink your Twitch account and Steam account and link it back up.
  • Check the reward, if it is already claimed, hop back into the game after the third step, if it’s not claimed, go ahead and claim it.
  • After any of the cases above, please try the old reliable one " Steam Support :: Verify Integrity of Game Files "

If none of those steps work, then I need you to contact CS live channel, they will have to raise you a ticket in order the specialist team check your entitlements, if they find them and the rewards are not yet reflected on your account our dev team will join in and active them.

Amazon Games

Contact Us | Amazon Games

Persistence is key, regards,

:spades: JWarlock :diamond_shape_with_a_dot_inside:

3

Thank you for your detailed answer !
Unfortunately, none of those steps fixed my issue.
I will try contacting CS live channel.

4

Here is the transcript of the conversation I just had on CS live channel:

You are now connected to Jose Daniel from Amazon.com.

Me [09:36:59] : Issue: Lost Ark - In-game issues: Something Else

Me [09:37:08] : Hello

Jose Daniel [09:37:15] : Hello, my name is Daniel I am here to help you today. Are you contacting us about Lost Ark or New World?

Me [09:37:29] : About Lost Ark in-game issue

Jose Daniel [09:37:41] : How may I help you today?

Me [09:38:15] : I have issued several tickets in the past weeks, about an error which happened with a twitch drop …

Me [09:38:20] : Here is what happened :

Me [09:39:01] : I claimed all the twitch drops from the “Legends of lost ark” event successfully, except for the last one, the Neugier Gold Mount

Me [09:39:23] : Everything was fine up to the point where the mount was in-game in my product inventory

Me [09:40:22] : However, because of the latency issues from the shop when I tried to claim it in-game from the product inventory, I had a “shhop is too slow” message, the mount vanished from the product inventory and never got to my character inventory

Me [09:41:13] : I have tried all recommended things like unlinking/relinking twitch/steam, verifying game files and so on … nothing worked so far

Me [09:41:38] : I posted on the lost ark forum a couple days ago and was advised to contact you on the live chat

Jose Daniel [09:42:33] : I have checked the previous tickets made and unfortunately we are unable to restore the item since drops are restrict to 1 per account. We apologize but that is the information received from the tickets

Me [09:43:00] : I never got the item so thats 0 per account for me

Jose Daniel [09:43:22] : The issue is that it was sent to your product inventory therefore it still counts

Jose Daniel [09:43:34] : I apologize for the inconvenience but we are unable to retrieve it

Me [09:43:41] : This is unacceptable

Me [09:44:07] : I had to watch a stream, therefore I consider I have “paid” for it, through monetization systems

Me [09:44:30] : You can easily check I met all requirements and send it to me via in game mail

Jose Daniel [09:45:31] : The monetization system does not work that way I understand your situation but it was indeed a free item we cannot retrieve

Me [09:46:01] : This is unacceptable

Jose Daniel [09:46:29] : I apologize. Is there anything else I can help you with today?

Me [09:47:10] : The answer I got from the forum mentionned you would have to involve the dev team to check that my account does not match with my redeemed twith drops

Jose Daniel [09:47:41] : We have verified it with your account and the proper steps have been followed

Me [09:48:09] : Well … your data consistency system with the in game shop did not

Jose Daniel [09:48:26] : Is there anything else I can do for you today?

Me [09:48:54] : Clearly you can’t … but I am going to flame you on the forum big time …

Me [09:49:04] : other social medias too

Jose Daniel [09:49:54] : I apologize for the situation but there is nothing we can do at the moment, if there is nothing else I can help you with we can proceed and close this chat

Me [09:50:22] : I will keep a copy of this conversation

Jose Daniel [09:50:40] : Understood, have a good one

Jose Daniel [09:50:58] : Thanks for choosing amazon.com, if you need further assistance do not hesitate on contacting us back. Have a excellent rest of your day.

5

Like mentionned, this is unacceptable !

6

I am writing you again, since after going through amazon cs live,
they simply refused to do anything as the item has been claimed
on my account from their side, which is indeed correct since it
appeared in the product inventory in-game.
The problem is that it disappeared afterward, which is a game issue.
As you told me they should have been able to transmit the issue
to the specialist/dev team.
I am a bit out of option here, should I try amazon cs live again and
insist or are you able to raise my issue on your side ?
I simply refuse to be denied an item I should have, because of a bug
on your side.

Thank you for your understanding.