Black Desert Online has the worst support I've seen in 25 years of playing online games.

This is not a topic about crying because I lost something, but the topic of how support deals with players, what is written if it requires more work to check it is ignored

After 33 days I got a reply, and the situation was that I broke up with my girlfriend, where we lived together, she also played BDO and took her revenge by destroying the whole gear progress by enchanting, and ok, I sent what I could as evidence, but the final answer GM destroyed me with what interest our Inquirs are considered with.

This game consumes a lot of our time, sometimes money, but how we are treated..
Everyone to one basket, even the screenshots posted as evidence no longer worked but there was no specific answer, just my RNG failed?!?

As I wrote, there were no arguments or specifics that there were efforts to check, this final GM summary:

I have a feeling as if was not read and certainly ignoring and not analyzing what we write only these polite formulas with apologies

Sorry for the poor english, i'm old-fashioned and english is not my main language.

I cordially greet the whole community of BDO, because great moments have been spent here.

Hey there o/

Sorry to hear about your case. It is unfortunate that strong restrictions must be applied evenly across the board due to bad apples that would abuse said services.   It is not unknown to the community that in the past those bad apples would attempt to trick the service team into restoring their gear after legitimate attempted failed upgrades by attempting to claim the compromisation of their account by some means or method.   In order to prevent such abuses, standard policies have to be enforced blanket wide and, in order to ensure fairness to all players, they have to remain consistent in their enforcement.

I wish you well in whatever decisions you make.  If I could offer any advice, it would be to be cautious of whom you allow access to your machine, especially while you are away and even for those whom you may trust to do no harm.

If you would like to discuss with our team of veteran players your current gear woes, we may be able to offer some advices on how to get back upto speed without much headache so that you can continue to enjoy the game and pick up the pieces from where you have been left.  Feel free to drop on by the official discord and pick our brains ^_^

Best regards~

I agree entirely with the OP.

I have 2 tickets open, one of which has been ignored completely. The other looks as if the call for help was not read by a human at all, just salient points picked out by a bot and an automated response sent. The response is telling me to do exactly what I had explained I had already done in my original call for help, hense it appears my original report was not read at all.

Edited to add that on the latter of the two responses there was a button to click if I wanted to make further comment. Yes, well, I would have if I could read Korean as the button just took me to a completely Korean webpage, excellent way to discontinue discussion of the issue there then XD.

Final word from my support ticket after multiple back and forth and 2 GMs:

In cases like yours, it is indeed unfortunate that you're not happy with the outcome of this item, but as it was working as intended, we won't be able to reverse this action anymore and it is permanently bound to your account. 

We understand your frustration, but our decision in this matter will remain final and a reversal won't be possible. 

 I recommend watching the upcoming pearl shop updates closely and eventually, the item will return to the shop. Furthermore, these decisions are based on our operational policy, which can be reviewed here and are not related to independent decisions within our Support Team. 

However, if there's anything else we can do for you, feel free to get back to us

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To summarize:  we don't value you as a customer, we aren't willing to help in ANYWAY - even explain why we won't help or offer other solutions, and we recommend you pay us money. And hey - if there is anything we can do.... I responded to that already and said exactly what they can do to fix the problem and then they won't do it.

How does "we won't break policy" translate to " we don't value you as a customer" ?

I can understand OPs frustration, but I also understand why the support does not restore the items.

To restore the items, they need to make sure, the items where not destroyed/down graded by the account owner.

To make sure it was someone who illegaly gained access to the account they check the if the IP (IP range) is different from the IP(s) the account owner normaly logs in with. They also check if the login was from a different PC as normaly.

But since these 2 where probaly the same as normaly, they can't tell if it was someone else who destroyed/down graded the items.

I'm still waiting on a reply from them from a Ticket I sent in regarding a Bundle Upgrade from Novice to Legendary...haven't received any of the package items. I really think they just weren't ready to the NA/EU merger and they don't have enough staff, just poor logistics on their end.