REQUEST FOR FORMAL POST FROM MEMBER OF ESO STAFF ON BANK BUG

wolfguard101

The new patch has apparently fixed... no sorry stopped the bank bug from occurring anymore. AT LAST(MINI ROAR OF APPROVAL)

Now I would like someone from ESO to explain exactly what we the people effected prior to this have to do to get our items / gold and either bank slots or refund of cost to upgrade banks. We have submitted tickets on this already do we now have to re submit them stating the same thing or are our current tickets still in the process of being handled.

Reason I ask for this confirmation is it seems every member of the CS ticket staff has their own interpretation of what we need to do..

HOW ABOUT SOMEONE IN MANAGEMENT LEVEL MAKES A DECISION AND YOU STICK TO IT.

USE YOUR FORUM TO ACTUALLY TELL US SOME USEFUL INFORMATION RATHER THAN THE WEIRDNESS WE GET FROM YOUR CS TICKET STAFF WHICH RANGE FROM THE BASIC WE ARE LOOKING INTO THIS WE WILL / MAYBE / WILL NOT REFUND LOST ITEMS (all these options have been received it seems from posts I have read on this forum and I have received the first and last options myself) THEN YOU HAVE THE CS STAFF WHO SHOW HOW MUCH THEY CARE BY EXPLAINING THE GOBLINS / TROLLS / FAIRIES / MOLAG BAAL ETC HAVE BEEN NAUGHTY AND TAKEN OUR ITEMS... . let them roleplay in their own time and not be so foolish as to try to make us feel better on an issue like this by writing bedtime stories.

You need to tell us exactly what is required so we are all on the same page and then you can add some vague statement about when you think maybe we can expect the refunds to occur.

Thunder_Downunder

good luck with that, but thanks for your patience!

wrlifeboil

See "What Paul Sage Said About the Bank Bug 4/17/14"
https://forums.elderscrollsonline.com/discussion/81664/what-paul-sage-said-about-the-bank-bug-yesterday-4-17-14

Maldarin

I got affected by it two days ago. I do not feel that I am acting like I'm entitled when I ask for some type of compensation for my losses. I worked hard to gather all of the gold and items that were in my bank when it suddenly became bugged. I had over 8k of gold deposited that I had saved over 30+ levels, and not to mention the extra 40 bank slots that I had purchased. The 40 items that I lost... well I'm not exactly sure what I had in there (mostly blacksmithing mats), so I'm not so much concerned for that. What does concern me is the big proverbial middle finger from CS that basically says we're sorry for your loss, sit tight while we fix the bug. That in no way helps for the time (continual) or items lost. I also do not want to risk buying even more slots to chance losing them again. This makes it tough as I play when it comes to inventory management. This is a huge, disruptive gameplay bug and I hope that Zen realizes this and comes up with some type of compensation in the very near future.

UrQuan

I'll second this request. The patch notes say:

Note: This will not return any items or slots lost prior to this fix. If your character was affected, please contact Customer Support.

But that doesn't make it clear whether those of us who already have open CS tickets need to submit new tickets, or whether our existing tickets will be acted upon. It also doesn't make it clear if people who opened tickets and had them marked as "solved" need to do anything differently from people who opened tickets and managed to get CS to leave them in a status aside from solved.

wolfguard101

wrlifeboil wrote: »

See "What Paul Sage Said About the Bank Bug 4/17/14"
https://forums.elderscrollsonline.com/discussion/81664/what-paul-sage-said-about-the-bank-bug-yesterday-4-17-14

Saw it thanks .. and have seen EU replies that no the bank items weren't just in hiding with the new patch in place this opinion of his was always flawed as even if items had been hidden why would the gold total also go on vacation. Only thing that amazed me about this was this guy works for them but has no idea what their patch could /would do and they wonder why we have zero confidence in their ability to fix this issue or have a CS system we can rely on.

I have submitted a new ticket cross referencing the others just to be safe but this may just be adding to workload unnecessarily

awhecknum1ub17_ESO

bump - lets hear a response Zen

Felyae

To quote the patch note :

This will not return any items or slots lost prior to this fix. If your character was affected, please contact Customer Support.

I contacted Customer support and provided the ticket number of the two "bank bug" occurrences, requesting for the upgrade gold back.
It seems each CSR has his own comprehension of the issue, situation, patch note and how to solve it. Or maybe it was a

Response By Email (XXX) (04/18/2014 09:18 AM)
Greetings ZZZ

My name is XXX and thank you for contacting The Elder Scrolls Online Team.

I apologize for any bugs that may have hindered your enjoyment of the game, and for any delay in our response.

We are deeply sorry that you have experienced issues related to missing items, bank slots or skill points. we are aware of the issue and working toward a resolution. We value all of our players and wish to address your issue so that you can travel the wilds of Tamriel. Keep an eye on our websites and forums for updates.

XXX
The Elder Scrolls Online Team

Mujuro

I contacted Customer Support via a new submitted ticket per the instructions in the 1.0.4 Patch Notes:

If your character was affected, please contact Customer Support.

I did so, got the same canned response about a fix is being looked into, and my ticket was CLOSED AS A DUPLICATE of my original submission from 5 April.

ZOS, please ensure that your right hand is talking to your left, as your CS reps don't appear to be aware that you've asked impacted players to contact them. Alternatively, if you're already tracking impacts from our original submissions, such that we don't need to resubmit a ticket to CS, please advise so my blood pressure doesn't boil over when I receive an asinine reply from your CS team.

wrlifeboil

wolfguard101 wrote: »

wrlifeboil wrote: »

See "What Paul Sage Said About the Bank Bug 4/17/14"
https://forums.elderscrollsonline.com/discussion/81664/what-paul-sage-said-about-the-bank-bug-yesterday-4-17-14

Saw it thanks .. and have seen EU replies that no the bank items weren't just in hiding with the new patch in place this opinion of his was always flawed as even if items had been hidden why would the gold total also go on vacation. Only thing that amazed me about this was this guy works for them but has no idea what their patch could /would do and they wonder why we have zero confidence in their ability to fix this issue or have a CS system we can rely on.

I have submitted a new ticket cross referencing the others just to be safe but this may just be adding to workload unnecessarily

He was being the public face of ZOS. In that role, no one would reasonably expect him to providing details about deep diving into the code.

But reading the tea leaves it doesn't sound like they have a handle on the problem if they are recommending that players shouldn't be upgrading their bank slots. If players shouldn't be doing this, the bank upgrade feature should be locked out or greyed out until it is fixed. Seeing that 'upgrade your bank for 1,000g' message everytime I use the bank is only another irritating reminder that my bank slots haven't been restored yet.

thegamekittenub17_ESO

I found this today.....



And thought of here as in Zenimax's customer service.

Sorry Zenimax, been waiting for a phone call for a week and fiancé waiting on one for a week and half....So this one is on you.

foot_baller24

Hey least it was just your bank that was deleted... 3 weeks ago my whole character was deleted....

wolfguard101

thanks for replies so far they seem to back up what I stated about CS staff having no playbook to refer to on this issue although some may be using Dr Zeuss or too much herbal remedy it seems :-)

Korinth

Agreed...very confused if they want all affected to submit a NEW ticket? I replied to the last of 3 tickets I have submitted on this issue. And you can bet I will also submit a new one.

I do feel bad for the CSRs ....they are getting pounded by all these new requests due to the poor communication skills of others on their team.

Felyae

You can add your previous ticket number in your new one, that's what I did, but got the same canned response as usual (see above).

katnpete

wolfguard101 wrote: »

The new patch has apparently fixed... no sorry stopped the bank bug from occurring anymore. AT LAST(MINI ROAR OF APPROVAL)

Now I would like someone from ESO to explain exactly what we the people effected prior to this have to do to get our items / gold and either bank slots or refund of cost to upgrade banks. We have submitted tickets on this already do we now have to re submit them stating the same thing or are our current tickets still in the process of being handled.

Reason I ask for this confirmation is it seems every member of the CS ticket staff has their own interpretation of what we need to do..

HOW ABOUT SOMEONE IN MANAGEMENT LEVEL MAKES A DECISION AND YOU STICK TO IT.

USE YOUR FORUM TO ACTUALLY TELL US SOME USEFUL INFORMATION RATHER THAN THE WEIRDNESS WE GET FROM YOUR CS TICKET STAFF WHICH RANGE FROM THE BASIC WE ARE LOOKING INTO THIS WE WILL / MAYBE / WILL NOT REFUND LOST ITEMS (all these options have been received it seems from posts I have read on this forum and I have received the first and last options myself) THEN YOU HAVE THE CS STAFF WHO SHOW HOW MUCH THEY CARE BY EXPLAINING THE GOBLINS / TROLLS / FAIRIES / MOLAG BAAL ETC HAVE BEEN NAUGHTY AND TAKEN OUR ITEMS... . let them roleplay in their own time and not be so foolish as to try to make us feel better on an issue like this by writing bedtime stories.

You need to tell us exactly what is required so we are all on the same page and then you can add some vague statement about when you think maybe we can expect the refunds to occur.

Vikes546b16_ESO

wrlifeboil wrote: »

wolfguard101 wrote: »

wrlifeboil wrote: »

He was being the public face of ZOS. In that role, as per company policy, he came across as not actually knowing wtf was going on and decided to spew out more misinformation. In that role he represented the company admirably.

There we go, fixed it for ya.

wolfguard101

thegamekittenub17_ESO wrote: »

I found this today.....



And thought of here as in Zenimax's customer service.

Sorry Zenimax, been waiting for a phone call for a week and fiancé waiting on one for a week and half....So this one is on you.

HILARIOUS THANKS FOR POSTING THIS

Magischzwei

I posted my thoughts on this incident and its implications here:
http://forums.elderscrollsonline.com/discussion/81857/the-wider-implications-of-large-scale-duping#latest

Mujuro

I just spoke with Daniel at ZOS CS, and he was very helpful and explained the situation relating to this issue and the asinine respose/"closed as duplicate" ticket:

1. As the patch notes state, the patch doesn't actually restore any missing bank slots/lost items/lost deposited gold. What we're supposed to do is file another ticket.
2. When the ticket is filed, the CS rep is supposed to forward the account info to a supervisor for review/verification. According to Daniel, the reason I received the "closed as duplicate" response is because the CS rep who fielded the ticket never bothered to "keep up" on current events, e.g., there's a patch today that addresses the issue and instructs us to submit new tickets. He apologized on behalf of the other CS rep.
3. According to Daniel, and starting this evening, EDT, supervisors will begin the process of restoring lost bank slots, items and deposited gold.
4. If we do not receive back what we lost within the next 2 days, Daniel suggests that we contact CS again.

Anyways, that's the recap of my conversation with ZOS CS, FWIW.

AryaWythers

I had to deal with customer service once and it was the biggest nightmare I have ever had to deal with in a video game in over playing 20 years. If I had to do it again, most likely would just quit the game...I already spend 40% of my play time in loading screens and patches.
Seems like they are just wringing everyone from as much money as they can before they expect to fail (wish they went free-to-play so it wouldn't seem like such a greedy company)

P.S.-Then there are all the Bots at just about every single Boss out there

Felyae

Thanks @Mujuro for sharing that info, much appreciated.

Adlerson

Thank you so much for that, Mujuro!!
Now if only someone from ZOS had actually been on here and posted the same information I would have been willing to forgive them a great deal.
But the fact that a customer has to be the one to go dig around to find this out speaks of very poor customer support coordination indeed.

Cheers,
Adlerson

wolfguard101

yes thanks @Mujuro hope this is what will occur but I would still like this confirmation from a CS Rep in this thread

UrQuan

Mujuro wrote: »

I just spoke with Daniel at ZOS CS, and he was very helpful and explained the situation relating to this issue and the asinine respose/"closed as duplicate" ticket:

1. As the patch notes state, the patch doesn't actually restore any missing bank slots/lost items/lost deposited gold. What we're supposed to do is file another ticket.
2. When the ticket is filed, the CS rep is supposed to forward the account info to a supervisor for review/verification. According to Daniel, the reason I received the "closed as duplicate" response is because the CS rep who fielded the ticket never bothered to "keep up" on current events, e.g., there's a patch today that addresses the issue and instructs us to submit new tickets. He apologized on behalf of the other CS rep.
3. According to Daniel, and starting this evening, EDT, supervisors will begin the process of restoring lost bank slots, items and deposited gold.
4. If we do not receive back what we lost within the next 2 days, Daniel suggests that we contact CS again.

Anyways, that's the recap of my conversation with ZOS CS, FWIW.

That would make sense, but based on how contradictory various responses have been from CS reps, I'm definitely not taking it as gospel until someone with ZOS in their name posts this officially.

wolfguard101

Yep @Ur-Quan I have become so jaded by all this crap that I totally agree until its confirmed on the forums by them we will never know for sure