J1ng, TY for the response. If you look at my message to them (in the post you responded to), I believe I stated "Again, please send +1 Tome of understanding to characters on this account, as most did not receive it."
If you believe that the statement is unclear, please help me in making it moreso. As it seems that MANY of the 25 character slots did not receive it, and the fact that one cannot use a +1 Sharn toon twice, I thought that asking for all to just be sent the tome was to be the simplest thing for them to do..
Thank you in advance. I appreciate it.
As has been pointed out by
@Dragavon , the "Tome of Understanding +1" being a Wisdom (Stat) tome, not being part of any pack, would be a confusing issue if the support team member is being asked to restore an item (to which there is no such item in a Bundle). So you updating this (that is should be a Tome of Universal Enhancement (Sharn) +1) should help matters get rolling.
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Also, your pre-quoted part (in italics), is technically unclear on the following points:
1. If you had 10 character slots, and all 10 were filled already, you would not have been able to check if a new character had a tome or not, this could mean that the Bundle might have got disabled or changed (bugged) mid-way through on the back-end somehow. Much like how sometimes purchasing something doesn't seem to apply to your account after buying, something might not apply after a moment (due to bug or other issue on the back end).
If you had created a new character and they have or did not have the Tome of Universal Enhancement (Sharn) +1, this would have eliminated this aspect. This is an essential piece of information that is desirable because if it's not applied properly, then you will need to contact Support again to get fixed (for future toons and/or on other servers). And after fixing you may get duplicate items (which you're not entitled to) when it finally gets fixed by the proper team which is something they do not want to have got into in the first place. So if you get the right issue fixed first time, it's quicker and easier for everyone.
:: edit ::
For clarification, it is not clear from your posts that you have done this prior. It was possible, yet it might not have been possible as well. That is why I asked if you did or did not.
:: /edit ::
2. Also, you have 25 characters. Is that all on one server? What happens if you have 25 characters on each server? A support team member would need to go through all of your characters and individually send a tome to each one after checking they need one or not. This would take time, when if you simply provided the name of each character missing said item (Tome of Universal Enhancement (Sharn) +1) and on which server, then they can do that much quicker because it eliminates the need for them to ask you to jump through the (same) hoops that you will be asked to do in the first place. Always treat any support as dumb as possible and make everything as simple as possible so they can solve it quicker.
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I apologise if it reads like I'm gaslighting you over the support matter, it's just that if you can make things clear and concise (having eliminated any possible hoop support might want to ask you to jump over, which they WILL ask of you if you don't do first), more often than not, they will do as you request quickly and without fuss.
Anyway, I hope things get sorted quickly for you now.
J1NG
