One of my weapons disappeared and nothing can be done about it?
This is gonna be a long post, so I'll have a tl;dr at the bottom.
Alright, let me first introduce the character I had this issue on.
I play -among a bunch of other characters- a warrior on Icecrown. This guy is my main, I've /played about 35 days on him and had managed to reach 6.3k gs pve through somewhat casual raiding. So this guy has two specs: Fury for pve, and arms for pvp, for each of which I have a separate gear set made with Equipment Manager. This character is also a jewelcrafter, his Dragon's Eye gems being located 1x on each ring and 1x on one of his weapons. The weapons I've been using for the past 3 years (I've had long periods of inactivity but that's besides the point) were two HC Cryptmakers. The only difference between them was that one had a dragon's eye gem socketed (along with 2 regular gems) and the other had 3 regular gems.
So what happened?
Yesterday, I log in and queue for a Horseman run. I was in my Arms spec and gear, so I swap specs and click on my Fury set as I have been doing fo so long now and proceed to kill the boss (the pumpkin contained only one mask, oof). As I teleport out of the dungeon, I notice I'm only wielding 1 weapon. At first I think it's probably some visual bug due to changing specs or DBW forms or something, so I click on my Fury set again without much thought. A notice appears telling me "You have the maximum number of those gems socketed into equipped items". That has never been an issue so I thought it was weird. I check my Character Pane and see that I still have only 1 Cryptmaker equipped, somehow on my off-hand too. I press at my Fury spec a couple more times, getting the same error displayed. Annoyed, I try to manually move my Cryptmaker (this is the one with the Dragon's Eye on it) to the main-hand slot, and get the same error again. Now I'm really frustrated. So I hold Alt over the weapon to swap it with the other Cryptmaker, and to my horror realize that no other Cryptmaker shows up. I search my bags (which weren't full, btw), nothing. I relog, thinking this must have been some glitch or something that would fix itself, and again, nothing. I check my mail, maybe the postmaster will send me my item, but again no luck.
Now at this point I'm full-on panicking. I hover over my Fury gear set, which shows in red letters "Main Hand missing" and I confirm my suspicion: My weapon has vanished. I have no idea what to do. I know for a fact I didn't delete it, as I rarely delete items from my bags (much less so epic rarity stuff that require confirmation). I didn't sell it (although I did check a trader's buyback tab just to be sure). So where was it? I check my bank and it's not there either.
So I do what every sane person would do and write a very concise ticket, including a screenshot that clearly shows my character having equipped 2x HC Cryptmakers. I wait online for about 2 hours, but since I get no reply (and I had to leave) I log out. That night, I log in and read my reply to my ticket: A GM telling me that if I have encountered a bug I should submit it to the bug tracker in the forums. Needless to say, this isn't what my issue was about at all, and I'm hopelessly disappointed that my ticket had been brushed off like this (it's obvious they didn't even understand what I was talking about, despite my ticket being written in clear, comprehensible English). So I submit a follow-up ticket, trying to explain the situation a bit more and wait for the best. This morning, I receive my second reply, from a different GM. They tell me that they cannot assist me in my issue because they don't "refund or reimburse items or currencies".
And now I'm here. Annoyed, saddened and disappointed. This is an issue in which I clearly had no part in. My weapon disappeared due to some server-side problem/glitch/bug/whatever you wish to call it, and I'm being told that I cannot be "refunded" as if I consciously chose to part with it. What can I do about this? I wish to fight for it, since I know I'm not in the wrong. I've been playing here for a long time, and I know what's fair; I'm not trying to cheat the system. I have half a dozen screenshots in which you can clearly see my character wield both weapons. I have had my spec and gear tailored around them, while now I'm below the Expertise (cuz human), ArPen and Hit caps if I use another (inferior) weapon in the place of my lost Cryptmaker. I am also really disappointed in the way my issue was handled. So I'm looking for suggestions.
Should I write a lengthy ticket, providing all the proof and details, here on the site? Should I make another in-client ticket and stay online until I can talk to a GM, hoping they can check my character logs or something? What should I do? It's disheartening to get screwed by something you had literally no say in and then be told "we wont help you because you screwed up".
TL;DR: Somehow one of my two 2handed weapons (fury warr) disappeared. I suspect it was due to a glitch of the equipment manager and the amount of Dragons eye gems socketed into the gear. I did not meddle with the item in any way. The reply to my ticket was essentially a "can't help you, your problem" while I know for a fact that it wasn't my fault. Hoping for suggestions or help on how to proceed.
