Not sure if this is allowed on vlr but here goes.
I made a post earlier today to decide between singularity or exo vandal.
To resolve my issue I raised a ticket, the ai agent responded to it and closed it. To my dissatisfaction, I opened a chat with a riot support agent via official means. My issue is not resolved and the reasoning has caught me by surprise.
All relevant context is provided in my ticket and chat, quoting them below verbatim:
1. URGENT: Request for refund - Singularity Vandal
Hi! I apologize for the refund request. I was only aware that the gun skin must be unused and not upgraded (to my understanding - in game). I got the Singularity vandal 2 days back, I left it at base level and unused in case the exo vandal showed up anytime soon, and oh my foresight, it did! To make sure my choice of Exo over Singularity I wanted to check out the Singularity's ADS, so for the first (and only) time I entered the practice mode. I have decided to get the Exo vandal. It was not until I checked the 'available refunds' page that I came to know that range-use is forbidden too. Welp, now I know, so it won't happen again. I request you to refund the singularity vandal's purchase as soon as possible so that I can get the Exo. Thanking You, SpaceCow
2. Chat with Agent
12:49 PM | Spinach Soup from Riot Games: Hey there, how may I help you?
12:49 PM | SpaceCow#2050: Hi, this is with regard to a ticket I raised today (#121619160). The ticket was responded by "ALPH-1", despite my thorough clarity and genuine reasoning, I am certain that the context was not taken into consideration at all, I request a review.
12:51 PM | Spinach Soup from Riot Games: I see you wish to refund the Singularity Vandal
12:52 PM | SpaceCow#2050: correct
12:52 PM | SpaceCow#2050: addition: and get the exo vandal currently in my store
12:52 PM | Spinach Soup from Riot Games: The thing is, we can only grant refunds for skins that haven't been upgraded or used. I see that the Singularity Vandal in your inventory has been used, which means we lack the option to refund it for you.
Still, I trust you will get to like that skin eventually and utilize it well with your skills. Personally, I think it looks pretty cool!
12:56 PM | SpaceCow#2050: I understand that, I acknowledged my ignorance in my ticket description.
However, I request you to please understand that my case is genuine. I did not upgrade the skin, or enter a match with it, just the range to make sure I want the exo vandal over the singularity. This is clearly the first and obviously the last time such a ignorant thing happened.
12:57 PM | SpaceCow#2050: The vp I used is my hard earned money. To top that, with the increasing number of skins in the game it is very tough to get what one wants in the store.
12:59 PM | SpaceCow#2050: if directly refunding the vp is an issue: deduct the additional vp I have in my account and replace the singularity vandal with the exo vandal present in my store.
12:59 PM | Spinach Soup from Riot Games: I understand how you feel. However, we lack the opportunity to refund the skin, as it's been already used. If we refund the skin, that will ruin the integrity of the game and will be very unfair towards all other players
01:06 PM | SpaceCow#2050: from the reasoning, I deduce that the rule itself is the issue.
Earlier, there was a one-time refund available to long-term players. I have played this game for 5 years and this is how I get supported? Logically, I am not even losing Riot anything, I am just asking for a skin exchange. The previous skin being un-upgraded, unused, one exception: minor testing in range (fact! using the base variant to confirm that I want the other skin!).
01:08 PM | Spinach Soup from Riot Games: The policy, you mentioned, has been deprecated for a long time now. We lack the opportunity to refund skins, if they have been used, even if it was just for a very small period of time in the Practice Range
01:10 PM | SpaceCow#2050: I understand your state Spinach Soup, you lack the opportunity to refund my skin.
So I would like to approach a higher up who has the opportunity to refund my skin. I would not mind if my request is turned down with a good reasoning, not because it is not possible because of the hardcoding.
Thank you
01:10 PM | SpaceCow#2050: Please guide me on my further actions.
Thank you
01:11 PM | Spinach Soup from Riot Games: We are part of a flat structure, where all Agents have the same abilities. There are no higher-ups, who can do different and more advanced things. The skin is not refundable. If you have no further questions or concerns, I might be forced to close this chat
01:16 PM | SpaceCow#2050: You may close the chat, I am very dissatisfied.
Not at all disappointed with your support, but I am highly disappointed in the rigid structure of the system.
01:18 PM | Spinach Soup from Riot Games: Thank you for being so understanding and patient. We appreciate your feedback, as we are always looking for opportunities on how to improve our policies and systems. Have a good one.
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