More and more the lack of customer support ability to actually do ANYTHING except shrug their shoulders and flip you the bird is approaching DAoC levels in this game. Before 1.2 if you lost a loot bag in a keep when you had won the roll, be it lag, crash, bugged chest the CSR could check the logs, confirm the win and replace it. After 1.2 they decide to secretly change their policies and no longer replace lost loot bags. Now, with 1.2.1 gold loot bags in T3 contain destro dev kit half the time for order players. I have a Blackguard shoulder piece on my swordmaster and i know about 20 other players who have recieved shammy, chopper and various other unusable kit. So i appeal it, it's obviously a bug, the typical solution would surely be to replace it with the item that should have been in the bag. The CSR tells me sorry, but im stuck with that item, they will not replace it, they will not change it and they will not even give me the two lousy tokens instead i would have gotten if i had realised it was a bloody destro piece when i selected it from the loot bag! I know several other players who have recieved a destro dev piece and had exactly the same beligerant response from the CSR's. I asked them why they seem to be able to do less and less to help their customers than before and i get told it's an internal policy decision and they refuse to tell me, the customer, anything about it as they do not discuss internal policies.... I wonder if the US CSR's have changed their policies accordingly? Such a joke.