Support not answering/not solving not delivery product for 2 months
I am a paying customer of Ragnarok Online LATAM, operated under Gravity.
On September 30th, I purchased direct-purchase digital items (“Pergaminhos de Refino” and “Miau Miau”). Due to an internal system failure in their NPC, the items were not delivered.
After that, the company publicly announced that the issue had been “resolved,” which led users — including myself — to believe it was safe to interact with the NPC again.
At that moment, the items I paid for were consumed and permanently lost.
I opened support ticket #73685 the same day.
As of today, it has been 58 days with no resolution, no refund, no timeline, and no clear communication.
The ticket remains in “Pending” status, despite the issue being directly caused by the company’s own systems and announcements.
For a direct-purchase digital product, this level of delay and lack of support is unacceptable.
A company operating internationally — especially one listed on NASDAQ — should be capable of resolving a straightforward transaction problem in a reasonable timeframe.
I am requesting either:
Delivery of the purchased items, or
A full refund of the equivalent value.
After nearly two months, neither has been provided.