So, I'm wary of the rule pertaining to criticism at Nexon's expense. So I am trying to keep this constructive and productive.
My friend logged in her account last month to find her hairstyle randomly changed to a default style. She sent a ticket in and Nexon asked for proof. She provided photos of her character having the hair she claims she lost.
Nexon then reply saying they couldn't find it in their records, so they changed it to a different default style to resolve the matter?
I then contacted Nexon on my friend's behalf (I know they wouldn't give details or converse because I'm not the account holder, but I was trying to explain and back her up as it's really unfair to be in this situation). They mentioned that my friend should update their ticket with more details/questions about the matter. So I told her what to write and also found an old guild photo which proved she had the hair as well.
One of the GMs even linked me to this https://support-maplestory.nexon.net/hc/en-us/articles/360021973452-My-hair-or-face-style-changed-unexpectedly-How-do-I-get-it-back-
. Which confirms it's indeed an issue and they've been well aware of it for over 1 year.
Anyway, today, the GM replies to my friend's ticket completely disregarding the input and just said the following:
'We understand that you wanted to recover your character's hairstyle. However, as we have discussed on your other tickets, we are unable to restore them since our records did not indicate that your character previous had the hair you're requesting.
Continued contact to request the same issue will receive the same response as this was discussed multiple times in your tickets.
So despite being a known issue, that the game corrupts the data, and being told to resend a ticket in, a different GM is completely dismissing it and cutting off any progress to resolving this matter. Like, we've provided plenty proof she had the hair via screenshots and photos.
Key detail, my friend has had this hairstyle for over 5 years, so whether it's simply not in their records because of this duration, or because it's a corruption of data, I can't tell.
How does a player resolve this? Am I in the wrong thinking this is not fair?