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• PC/Mac: EU megaserver for maintenance – September 9, 22:00 UTC (6:00PM EDT) - September 10, 16:00 UTC (12:00PM EDT) https://forums.elderscrollsonline.com/en/discussion/682784
Missing Bank Items, Bank Slots, & Skill Points
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Dallie✭✭They don't have any clue what's causing it obviously. Two attempts have been made to fix the problem, and people are still getting hit by it, considerably more than before judging by the doubled amount of posts since Monday's fix.
Based on zero official response, and zero notice of what compensation is coming since Sunday/Monday, i'm starting to believe they hope that all the people affected by this and the character resets will just cancel so they don't have to deal with anything. The lack of information and communication definitely conveys that attitude.
Even the whiteknights have stopped defending this game, and people are posting cancellation screenshots to get the point across, it's just not sinking in at Zenimax.2 -
Yankee✭✭✭✭I am thinking that they would really want to give bank slots and stuff back if they can figure out how to automate that process. I am quite sure some database people and programmers are being asked some questions.
If they have to have someone manually scroll through logs of individual characters (times how many thousand affected?) to do a restore perhaps they have thrown up their hands and will risk the sub loss. Because if people are going to cancel over it, they will never manually restore enough characters in time to stop most of the lost subs anyway.
Either way, they should explain.Edited by Yankee on April 17, 2014 3:14PM2 -
ByrenV✭from hereZOS_AmeliaR wrote: »As explained in the In-Progress Known Issues discussion we posted this week, we are currently testing a fix for the missing bank slots/items issue that we hope to push soon. The fix will not be retroactive, but once we push it live, our support team will work individually with those players who were affected by the issue.
It's likely the agent who contacted you meant that restorations are just not being done currently, as we're not planning to restore lots items/gold/skill points until we push the larger fix. Hope this clarification helps.1 -
ZOS_AmeliaR wrote: »As explained in the In-Progress Known Issues discussion we posted this week, we are currently testing a fix for the missing bank slots/items issue that we hope to push soon. The fix will not be retroactive, but once we push it live, our support team will work individually with those players who were affected by the issue.
It's likely the agent who contacted you meant that restorations are just not being done currently, as we're not planning to restore lots items/gold/skill points until we push the larger fix. Hope this clarification helps.
From this thread: http://forums.elderscrollsonline.com/discussion/81049/about-the-bank-bug-from-cs#latest
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Yankee✭✭✭✭It certainly does make sense not to restore before the bug fix. It would likely just happen again.1
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survivor61_ESOSoul Shriven140417-060066.
Hopefully we can get this resolved soon. Good luck guys and thanks for the effort.
My friends just call me Nehe
@Nehebkau610 -
Altairien✭✭✭This will likely get ignored, but I'll try to be an optimist and post it anyway.
How to guide for ZOS:- This discussion, initiated by ZOS, is the official discussion about this issue
- All other discussions regarding this issue should be politely closed and directed to this discussion (it is just easier to keep all the info in one place)
- ZOS should visit this discussion frequently to identify and address new concerns (which by the way are most often caused by CS responses to tickets)
- When posting an update or addressing a concern, ZOS should both post in this discussion (so it shows in the tracker) and also edit the OP with the new information
- Current/updated status or links to posts elsewhere with that status
- Answers to frequently asked customer questions/concerns
Edited by Altairien on April 17, 2014 4:01PM9 -
DDK1✭Opened a new ticket [Incident: 140415-018712] on 4/15. I received the standard "we are looking into it" response from (Kamaron). It said to reply with in 168 hours if the issue was not resolved. My bank slots were not restored, nor did I receive any in game reply. So I was going to be patient and wait to see if any fix was going to be applied.
Today, less that 48 hours later, I received an email from ESO support from (Meghan/Kenzie) and the ticket was marked as "Status: Solved". I checked my bank...it has not been restored to 80 slots. Nor has there been any kind in-game reply with a refund of the cost of buying the slots that were lost.
So my issue was not resolved, but the ticket was closed again. Why do the tickets keep getting marked as solved when they are not? And from the other posts I see that the bank reset is still happening.
I like this game a lot, I WANT to give you my money. But having a core function of the game broken is preventing me from giving you more of my money.1 -
alvaro_darkbladeb14_ESO wrote: »
Yep, I am headed in that direction as well. I have been waiting two weeks and have heard too many "we are working on it" canned responses. I really hate being lied to by customer service.
At this point I want MORE than my stuff back because the game NEVER should have been released with such a bug.
Edited by boredpeonub17_ESO on April 17, 2014 5:00PM3 -
IcecladSoul ShrivenQuestion Reference # 140414-085848
Date Created: 04/14/2014 02:24 PM
Date Last Updated: 04/17/2014 10:43 AM
Status: Solved
Issue is not resolved.
And I got those Customer Appreciation mails again.
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Shagar✭I had a problem with bank expansion, I paid 1k for that level of expansion. For some reason it went away so I had to pay it again, in short I'm out 1k gold because of having to pay it twice, I submitted a ticket but dont remember the referenceI am a kawaii potato0 -
Thakaron✭Well I also just recieved another 'we're happy to help, we're closing your ticket' email and here's the response I gave. I'm pretty much done here I think. Wildstar, Destiny, Watch Dogs, Witcher 3, Dragon Age 3, etc, etc...I'm sure I'll find something to spend my limited gaming budget on <sigh>...really wanted this one to work:Re: actually about 30-40 items and several thousand gold-worth of bank slots. I just opened a [Incident: 140414-123638]
Today at 9:59 AM
To
ESO English Support
Not that I think it really matters, but please allow me to point out a couple of things:
1: this issue is NOT SOLVED (as stated below in the ticket). It's not solved for me, it's not solved for the hundreds of other players that are providing ticketing information in the "official thread" in the forums started by ZOS Jessica Folsom, and it's not solved for the people that it continues to happen to even as I write (and still no warning on the launcher or official support areas....hmmm)
2: See comment above in re no warning: this is gross negligence of the worst kind, in my opinion. New/ongoing players are in a crap shoot with this game and only (apparently) dumb luck is preventing them from experiencing all this has to offer.
3: Your abysmal lack of response/engagement in the "official thread" and many others is frustrating and shows what appears to me to be a lack of concern and/or professionalism. It doesn't matter if this is or is not true: perception beats reality every time, and the current perception is that ZOS CS is not handling this well.
Your game will continue, you'll keep enough subscribers to stay afloat for some time but just think how much better it could be if you could figure out how to properly deal with this and the myriad other issues ongoing. I'm not saying you should promise a fix or a timeline, but just touching base and letting the masses know you're listening (or pretending to listen, even) would go a long way toward improving public relations.
There. My 2 cents. I feel somewhat better now, except for the money I spent on pre-ordering the Imperial Edition. My recurring subscription is currently canceled and if I don't get this particular issue resolved I'm sorry to say it'll stay that way. I really wanted this game to succeed and expected to enjoy playing it and spending my very limited gaming budget on it, but now it appears increasingly obvious that I'll have to look elsewhere for my gaming 'fix' and that's just a damned shame.
Best wishes.2 -
shiva7663✭✭✭I just hope that the customer support group hasn't gone into shock and fortress mode; I've seen that kind of employee burn out happen, but rarely so soon after a launch.Edited by shiva7663 on April 17, 2014 5:27PM0 -
HippieTheGreat✭✭✭I really like this game, and I dont want to cancel it. But the response of "we are working on it, and will patch it eventually" is a little annoying. and then after the patch we will have to contact support again to get our stuff back...1 -
kewl✭✭✭✭✭
✭skaught.simmons_ESO wrote: »" Currently we are not giving back gold and items that are lost." wow....just...wow
Subscriptions will be cancelled.
This is not how you treat your customers who have faith in a solution that will address this problem from the masses. I get the slippery slope here but this issue is fully documented and should not have made it to release.
@skaught.simmons_ESO Yes and yes.
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They don't have any clue what's causing it obviously. Two attempts have been made to fix the problem, and people are still getting hit by it, considerably more than before judging by the doubled amount of posts since Monday's fix.
Based on zero official response, and zero notice of what compensation is coming since Sunday/Monday, i'm starting to believe they hope that all the people affected by this and the character resets will just cancel so they don't have to deal with anything. The lack of information and communication definitely conveys that attitude.
Even the whiteknights have stopped defending this game, and people are posting cancellation screenshots to get the point across, it's just not sinking in at Zenimax.
Please notice they removed any reference of the fix from Mondays patch notes LOL3 -
something I am finding interesting.
I have been surfing through some of these posts and other threads. there was one post in particular where one person called another person a troll. this prompted a response from ZOS stating that the thread was too hostile and it was being closed.
what I find interesting is that this thread with tons of posts concerning a potentially game breaking issue is not being responded by ZOS at all.
just wondering where the priorities are for ZOS.6 -
zeuseason✭✭✭If they don't fix this and reimburse players for this 'bug' by the end of the 30-day sub, I'll be unsubbing myself.3
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I have been hit by the bank bug three times now. The first time, my bank inventory was under 60 even though I had 80 slots and my stuff showed back up in the bank when I relogged. Lost the miniscule amount of gold stored in my bank and the 20 slots I purchased. Also got 3 copies of all the pre-order/heastart goodie filling up my ingame mail. I'm not going to cancel by any means because I have played enough MMO's to be use to this sort of thing.
So how long has this been going on? From the sound of it the bank bug has existed for at least two weeks or maybe even as far as beta and they are only even acknowledging it in the last few days. I know it's just a game, but compare the bank bug to a disease. They let it go until it becomes an epidemic and then it's too late, at least in the real world. It does mean they will lose subscribers over this, because their handling of it is not the best by any means.1 -
RIPXII✭I I sent some tickets received replies with no solution. I paste here the references of the ticket:
140408-064264 status : closed .
140409-059928 status : escaled .
I await your response.Edited by RIPXII on April 17, 2014 6:35PM0 -
Delte✭✭✭Just had this happen to me today. Lost 20 bank slots and 4500 gold coins along with the items from the bank.
Sent in a ticket today as well. Not sure if it is safe to carry on playing or not at the moment as it could mess up any information they have server side.
Ticket number Incident: 140417-083462] They say it has been escalated.Edited by Delte on April 17, 2014 7:08PM0 -
Etchesketch✭✭✭✭WTF?
This is the first line from the supposed csr in response to my reply to the gonna close if you don't reply auto post.....
"We apologize for the inconvenience, but I assure you we are agents that is responding to the situation at hand"
That's how gold sellers speak!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!The number one rule of online gaming is now and has always been, Never play on Patch Day.2 -
U4IASTRM✭I just canceled. 1 of 5 quests is bugged for me. At times there are periods where I can only move around. I cannot interact with anything/anyone. Sick of this nonsense.0
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I don't mind waiting for the 160 items I lost. But what I need back are my SKILL POINTS. people talking about missing your bank upgrades a game breaker, try being level 30 with zero abilities....
5 days now, unplayable. Fun game3 -
Rubinato✭✭[Incident: 140417-005966] Status: Solved
My bank upgrades disappeared yesterday and, after receiving another useless canned support response, the problem has definitely not been resolved.
This is the second incident where this has happened. The first involved the monkey pet I accidentally deleted on March 30. The repeated pet mails associated with the bank bug actually solved that, though. It would be nice if certain members of the support team could be so helpful.0 -
wrlifeboil✭✭✭✭✭[Incident: 140417-005966] Status: Solved
My bank upgrades disappeared yesterday and, after receiving another useless canned support response, the problem has definitely not been resolved.
This is the second incident where this has happened. The first involved the monkey pet I accidentally deleted on March 30. The repeated pet mails associated with the bank bug actually solved that, though. It would be nice if certain members of the support team could be so helpful.
You think that's slow? They still haven't provided my Explorer's Pack items from early access. Just an email from CS stating that they were kicking the report further up the food chain.
Also I still haven't received any acknowledgement of my bank upgrade being lost. If ZOS's intent is to discourage players from upgrading bank space again, their tactics are working as intended I suppose.0 -
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@dynamite7673b14_ESO Why threaten? Forum posts have some impact. But money....now that's power.
[/quote]
Not only did I cancel subscription, I was refunded my game. Hit 'em twice. I MAY re-visit the game MUCH later down the road but as it is now - no thank you.
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Rosamond✭✭I have the same issue --missing bank slots and gold from the bank. All the details are in the ticket I submitted which was 140416-099463, submitted on April 16. I got a reply back from Patrick which stated:
We sincerely apologize for the frustration you're experiencing. We are aware of this issue and are currently investigating a fix. We've handed this incident off to our account specialists who will be reviewing and handling your missing items, as well as looking into your missing bank space, items and gold. In the meantime, it would help if you could give us some more information about your situation, such as when your bank reset and what items you lost.
Then Patrick marked the ticket "Solved."
I have checked my bank and I still have 0 gold instead of the 2,500 or so that was in there and 60 slots instead of the 70 I paid for. This game has become unplayable for me since you have given us extremely inadequate storage. 60 shared bank slots is ridiculous when I am trying to craft on 6 alts which I am entitled to do. In order to dump 10 items into the bank some other alt has to take 10 out. That is why I paid out the gold to get more slots and to have them removed and all the gold taken from my bank is just unacceptable.
Your support team has NOT resolved a thing, just basically given me a placebo that some mysterious "account specialists" "will be reviewing and handling" my missing items. What account specialists? I thought that was supposed to be Patrick. If my missing items are being handled at all, I would like to know about it and I would like an open status on my ticket. I would like to know when I can expect my items to be returned and a place on your support page that lists my ticket along with its current states. The response I got so far sounds like something I might hear from the government.
I waited a long time for this game to come out and I have loved the Elder Scrolls games for many years. But you simply cannot run a game like this. I saw some 48 pages in this thread and that is appalling. I am posting this lengthy response for the devs and Zenimax. Please address these issues promptly:
1. If items go missing, return them to the players in a day or two. Weeks of waiting is not responsive, it's incompetent.
2. Don't give the players a bunch of BS on their tickets and mark them closed, and
3. We need adequate storage. We need crates or personal bank space for each alt as well as shared bank space for at lest 100 items for a starter.
Thank you for looking this over.1
This discussion has been closed.