This might have been a good solution except there is a well documented, twenty year history of GM's, EM's, and everyone associated with the game professionally telling folks who were scammed out of gold/items or lost their houses/pets/gold/items due to legitimate bugs that they cannot and will not replace your items...
This was entirely user error and she, for whatever reason, decided to go against two decades worth of well documented policy.
It's not exactly the first time. Despite the "lost items won't be replaced" thing, lost items do get replaced or compensated with free stuff randomly. Two examples of this I've seen first hand from Mesanna herself were both guildies/friends.
The first one had his 15th anniversary robe get stuck below his house somehow while locking it down, and it decayed before it could be gotten back. So Mesanna made him a new one to replace it. They were worth about 800m at the time.
The second person didn't even lose anything, just sent a lot of emails complaining of people being mean in general chat, and she was given two free shard transfer tokens and two name change tokens worth about 200m total at the time. Not special account bound ones or anything, identical to store bought ones that could have been sold on vendors.
The help was definitely appreciated, but that doesn't set a very good precedent to have the lead developer randomly breaking their own policy even if it's to help people. They should just change the policy if they want to do that.
