Misleading Fanal of Hope enhancement purchase - unusable without unavailable base cosmetic

Bug Report
1

Region: Europe
Server: Qual-Kehk
BattleTag: Issabel#21412

Device Type: iPhone

Device Model: iPhone

Device Operating System: iOS

Diablo Immortal App Version: Latest version

Ticket : EU105466886

Gm : Game Master Frichossala & GM Hialiphos

Description:

Blizzard Customer Support asked me to post this here for further review.

I recently returned to Diablo Immortal and purchased the “Fanal of Hope” cosmetic enhancement for 4,500 Eternal Orbs.

I believed I was purchasing a standalone cosmetic item. Only after completing the purchase did I realize that it is not a standalone cosmetic, but an enhancement that requires ownership of the original base cosmetic.

Unfortunately, I do not own the required base cosmetic, and as far as I know it is no longer obtainable. Therefore, the purchased item is completely unusable on my account.

My concern is not that I accidentally spent Eternal Orbs. My concern is that the shop did not clearly communicate that this purchase requires another cosmetic which some players may not own.

If this requirement had been clearly explained before the purchase, I would never have bought the item.

Customer Support informed me that they cannot refund or compensate in-game currency and asked me to report the issue here so it can be reviewed by the appropriate team.

I am not requesting a specific solution. I simply ask for a fair review of this situation, because I purchased an item that cannot be used on my account at all.

Thank you for your time.

Update: 4,500 Eternal Orbs Spent on Unusable Cosmetic – No Support Escalation & No Response from Bug Report Team
2

The only way to purchase this cosmetic enhancement, if I’m not wrong, was the latest Phantom Market event. In that same event, the base cosmetic could be obtained by running “draws” (which costed increasing amounts of orbs each).

So if you were able to purchase the refining, you had also the chance to obtain the cosmetic itself, by spending more orbs (a lot of them, probably) in the random “draws” that gave different rewards, one of them being the cosmetic.

But I have to agree on this: The purchase of the “Refinement” should have been locked to anyone who didn’t have the Cosmetic already.

Please, add your region/server/UID to your OP, so the developers can take a look into your account more easily. The server and UID can be seen in the Menu - Settings screen
(at least on PC, I don’t know if it’s the same on iOS).

3

I would like to add one more important clarification.

After the Phantom Market event had already ended, I was presented with a purchase option for 4,500 Eternal Orbs in the Cosmetics/Accessories menu, where I normally manage and customize the cosmetics I already own.

During the Phantom Market event, I had already obtained the teleport effect from the Fanal of Hope reward pool. Because of that, I naturally believed that I was now being offered the opportunity to purchase the complete Fanal of Hope cosmetic set.

Before completing the purchase, it was not clear to me that this was only a modification for an already existing base skin. In my opinion, this important requirement was not clearly communicated. The images and the overall presentation of the offer gave me the impression that I was purchasing the complete cosmetic set.

Only after spending 4,500 Eternal Orbs did I discover that I had not purchased the complete cosmetic set, but only a modification for a base skin that I do not own. Since the original cosmetic was no longer obtainable after the Phantom Market event had ended, the item I purchased is completely unusable on my account.

This is why I believe the presentation was misleading. If it had been made clear before the purchase that this was not a standalone cosmetic, but only a modification for an already owned base skin, I would never have made this purchase.

2 Likes
4

Is there any update on this? I ran into the same bug and spent 6000 orbs.