All mail items deleted along with character

Linaleah

add me to the list of "didn't realize that it was per account system" I mean... how does that even make sense? I thought the whole point of making shared bank, etc was to make having alts more convenient... and then you make vanity pets just one per account? does not compute. I didn't get my crab yet, but I did delete my beta monkey, becasue I redid a character just... why?

Stigian

Same here... Later i've noticed a system message in the main program. Just opened a ticket for support.

sypherforcekin

Seriously, we dontt even get a stupid vanity pet for each character? So I have to trade it around when I feel like having it out on an alt? That seems really weird. Like it must be a bug, but isnt. I wouldve liked to go for a treasure hunt on each new alt too, harder and harder to justify that pre order

Valn

i really hope they fix this

Perseas

its good to be a different email with items on its character we create. Thats the most logical thing to do! Each character is a different character and a different adventure.

BTW, I cannot transfer my 4 maps in the bank. They are bound in my bag. In my second character, i got an email that says : your items are attached in your characters (and I got them with a different character).. What that suppose to mean? That all my characters got the pet and the maps?

Twistedmind

ZOS_GinaBruno wrote: »

Thanks for your patience, guys. We're working on a solution In the meantime, please create and submit a ticket to Support so you can get yourself in their queue.

Thanks for letting us know at least it will be sorted out, not all of the items are "needed" to play the game ( for me at least. )

Laerian

Koltes wrote: »

You don't agree with them? Fair enough!
But this is not the place to talk about it
Whether they should or shouldn't have make those unique items easily multiplied by creation of another character should not be discussed in this forum, but in game mechanics threads. This has nothing to do with the technical issue that the way it WAS supposed to work it did not.

The entire CE & pre-order bonus items design IS a technical issue.

1. When ESO pre-order started, the Help & FAQ were DOWN. Zero information about this "one item" per account.
2. Not all mail have warnings
3. Not all mail specify one per account (yes I read them in Beta)
4. At early access. Imperial and pre-orders item delivered by mistake
5. The items don't even have something to prevent accidental selling or deletion. In fact, I have double check every item in the miscellaneous tab to not delete the monkey pet, everytime I'm getting rid of that "loot" with zero value.

To me it looks like it was specifically designed to fail.

soalrism

there is a big message when you open the launcher... how an you not know this?

babylon

soalrism wrote: »

there is a big message when you open the launcher... how an you not know this?

1) It wasn't on the launcher when we all started the game today.

2) The message about treasure maps being character bound and not account bound STILL isn't on the launcher and even the devs didn't seem to understand this.

Moedig

This is how I see it:

Like many here I am used to the standard mechanics of a about 5+ other MMOs. I also am a driver and am used to the standard mechanics of multiple cars.

How I see it is we have driven toward a cliff in our shines new Zenimax car, presuming there are brakes. Zenimax decided to make the brakes a one time only thing, and we used them already getting out the showroom. We are now all hurtling off the cliff. However, when we bought this car Zenimax did say in very small print in the terms and conditions the brakes only worked once.

So who's fault is it we are hurtling off a cliff in our new soon-to-be blown up car?

Ours for presuming standard mechanisms would be followed as experienced OR theirs for changing standard mechanisms and not telling us INCREDIBLY CLEARLY.

Snugglefluff

Like most things on launchers, the message seems to have been added some time after this had already become an issue for a lot of people, myself included.

This whole thing seems very poorly handled but lets hope it gets fixed.

As for caveat emptor, or letting the buyer beware, is not a valid defence in most courts of the EU, in keeping with a somewhat more restrictive legislation on the advertising of a product, especially a digital service. I'm sure this will get fixed but lets not pretend it's somehow the fault of an unwitting consumer, otherwise that's a slippery slope.

Anthony_Arndt

I also created a character of the right race and class but wrong alliance. As soon as I realized it, I deleted him. But first I mailed all my stuff and gold to my wife over on her character (which was in the right alliance).

I am very glad that I did not download the attachments to the mail (since I was nowhere near a bank and didn't have space for so many pets and maps).

I did find a different bug.

The treasure map boxes appear to be CHARACTER BOUND. Unlike all the other pre-order bonuses you can't put them in the bank for other characters. And I got two copies of each so they are taking up a LOT of inventory space at this level.

MornaBaine

Holycannoli wrote: »

show previous quotes

Koltes wrote: »

Devs already admitted that they should have been more specific about the items. They are working on it.

The thing is not that they shouldn't be more specific about the items, they should have designed the system different from the start. You get one vanity pet you have to put in the bank and swap around every time you change a character? [snip] kind of system is that?

There's a reason all the other MMOs do it the better way (or at least all the MMOs I know). Every character gets the items.

Why they chose this way is beyond me, but we warned them and we sent them plenty of /feedback about it and they didn't listen. For some reason someone in charge thinks that items that have to be constantly traded among your characters if you want to use them is the better system.

Are you kidding me? People actually knew before launch that these items would only go to one character and were potentially permanently delete-able and told the company what an awful idea that was and they STILL didn't listen and launched this way? The mind boggles...

[edited to remove quote]

MornaBaine

Koltes wrote: »

show previous quotes

MornaBaine wrote: »

Here's the thing that concerns me folks. Individuals have been getting reassured that they will get their items back from various low level CS employees. HOWEVER what the COMPANY has done is put out a warning telling you not to delete your character with the items OR THEY WILL BE LOST FOREVER. Legally, they have CYA'ed themselves and they have NOT said they will fix this issue. In fact, they have said EXACTLY THE OPPOSITE. So until the company itself issues a statement saying they will fix this issue as a customer satisfaction issue I will continue to believe they are perfectly fine with giving the shaft to countless customers who made a simple mistake that would have never been an issue in any other game on the market. And so far, no one has had anything returned. Brace yourselves for the big middle finger folks.

Oh god...

This is what is written:
Please ensure that you do not delete a character that has retrieved Imperial Edition or Standard Edition items out of the mail until you put the items in the bank. If you have accidentally deleted your Imperial Edition or Standard Edition items, please contact support: https://help.elderscrollsonline.com/app/ask

That's the way the message reads NOW. It was not the original wording. And it still stops far short of any promise to do anything about it.

Koltes wrote: »

You are less than 24 hours into the game. There are ALWAYS issues associated with MMO launches. Early access does not guarantee that you wont have issues. It just gives you an early access and all the "fun" stuff associated with it.

Now, lets be logical. Would devs *** you off and not give you your pixels back? What are they going to achieve apart from pissing off their customer? Of course you will get your items back man. Sit tight.

Also so you are aware, The Company is responsible for its employees while they are at work. If they made such statements then company WILL do accordingly. If employees made a mistake then its a company's problem like false advertisement and it still will have to do and act as promised. Their problem not yours.

Actually it's not unheard of to be told one thing by the first person you talk to and then something completely different as you are passed up the food chain. Until there is a definitive statement on the part of the company that they will do the right thing about this I am not about to cut them any slack.

politrika

ESO Support, any news please? It's already been one day.

decovca

One day and still nothing.

njowoweb17_ESO

yeahh the system ain't like wow...tho i am not that stupid to delete a toon with those items in pockets

Barebones

i wonder if any of these items will be popping up on the free to pay store.. that would make this system make more sense, [snip]

[edited for bashing]

Sadique

heres an easy solution, make them one per character like every other mmo pre order bonuses. if youre worried about people using the maps over and over again then just make the loot from the chests non deconstructable and worth 0 gold

Devlac

I'm hoping Zen find a good way of dealing with this. I don't really blame them, since I feel kinda stupid about deleting my character right off the bat instead of making sure all was fine.

Send them a polite Customer Support mail and await the eventual fix. I'm sure they work to please and hope to help us out however they can. If there's anything needed of me to get this done, I'd be happy to help them out.

Good luck all fellow involvees! x)

Datamadness

The tickets I put in for the items to be replaced have all been closed with no items replaced (via the in game mail). They just say "solved". So, the "put a ticket in" line from support yesterday does nothing, just like "the items would be replace soon" line from the phone CSR's. Looks like they are lost.

MorHawk

@ZOS_GinaBruno‌: I contacted support, and I was told "If players have experienced this, we ask that they contact us at a later time". Perhaps don't tell people to contact support if they're just going to be told to try again later?

Twistedmind

I got a reply on my ticket, yeah I was as dumb as others and now have to see what they reply on that. Hoping little that today when I log in all the nice little things ( that I haven't even needed yet. ) are back in the mail.

Of course I think that they will get this fixed, but in the end. It was problem in end user side and I am frankly only frustrated to my self and not to those that are fixing my phail moment.

Rootz

A day further, sending 3 emails and i still not have any reply or my items. This should have been sorted in beta and it's taking a *** that this need to take so long or a answer in the first place.

ESO_Maya

Dear Admin: I never got the website help to work, just gets stuck on submitting. I sent an in game help ticket # 140330-032049, but never received any response, been over 24 hours. Could anyone at ZOS please check to see I'm in your queue to replace lost items. Thank You

weresloth

Personally, I didn't lose any item, because I was lucky enough to read some FAQ explaining how things worked.

But as soon as I read it some days ago, I thought a system designed like that was like begging for trouble.

I think it's perfectly normal and understandable to assume that this MMO would work like any other one around, where they either send you a mail with the bonus items attached each time you create a new toon, or they have some in-game chat command, like /claim, to redeem them again if they get accidentally deleted. Hadn't I fortuitously read that FAQ, I'd probably have done the same as most people posting in this thread.

So I really think you guys shouldn't feel dumb at all: this whole situation isn't your fault, but rather it's caused by poor design decisions on ZOS' part, and I think it's your right of paying customers to see your items restored.

I was glad to read that ZOS is working to a solution, but I still think it's unfortunate that at such a critical time for an MMO, like early access and launch undoubtedly are, support has to be overwhelmed by (perfectly legitimate) tickets that could have been avoided by just a bit of common sense.

Dolenz

Rootz wrote: »

A day further, sending 3 emails and i still not have any reply or my items. This should have been sorted in beta and it's taking a *** that this need to take so long or a answer in the first place.

Luckily, I have not opened any of the attachments yet (I only received the Rings of Mara and the Monkey).

I hope everyone gets the problem resolved but when it comes to prioritizing things to fix I would hope that they don't make this the top priority as there are more important items than vanity pets and treasure maps. There are some who are having account issues where they can't play the game. There are those who have sound issues, others with login issues, crash issues. There are still a few broken quests, etc. The bonus items are nice but none are required to play the game.

Also, cluttering up the support queue with multiple e-mails about the same item just does nothing but hinder customer support's efforts to work through the queue. With a launch like this do you have any idea how many support tickets are opened? It's not like they have a customer support person for each customer. It is going to take time.

Good luck to everyone though.

Moedig

Dolenz wrote: »

I hope everyone gets the problem resolved but when it comes to prioritizing things to fix I would hope that they don't make this the top priority as there are more important items than vanity pets and treasure maps. There are some who are having account issues where they can't play the game. There are those who have sound issues, others with login issues, crash issues. There are still a few broken quests, etc. The bonus items are nice but none are required to play the game.

I believe (and certainly hope!) that they have several teams of devs working on issues concurrently. They will triage issues of course in order of priority to ensure that people can at least play the game before people can play the game with a monkey following them. (BUT I STILL WANT MY DAMN MONKEY BACK)

With this said, they should have ample staff and resources to cover most important and prevalent issues concurrently; and as this is such a prominent and large issue (almost 7k views on this thread alone) it will most likely receive faster attention from the devs than say some in-game issues like spelling mistakes etc. It is literally a case of sitting tight for the immense patch they will undoubtedly roll out before 4/4/14.

Dolenz wrote: »

Also, cluttering up the support queue with multiple e-mails about the same item just does nothing but hinder customer support's efforts to work through the queue. With a launch like this do you have any idea how many support tickets are opened? It's not like they have a customer support person for each customer. It is going to take time.

Agreed, although I made two tickets myself I do realise the more we make support tickets pertaining to the same issue the longer it will take for them to get through them all.

Moedig

http://forums.elderscrollsonline.com/discussion/62603/deleted-imperial-edition-early-access-items#latest

Here is an announcement thread regarding this!

ZOS_MichelleA

Hello, everyone! We have a thread posted for those who have this issue and who have not contacted our Customer Support Team yet. Please head over: http://forums.elderscrollsonline.com/discussion/62603/deleted-imperial-edition-early-access-items