Missing Bank Items, Bank Slots, & Skill Points

Brydion

The disappearing bank slot bug has allegedly been resolved. What now? Can someone please point me to the official developer statement on what we should do now. Was reporting this matter to CS sufficient? Will our bank slots be restored? When? Are the actual bank slots going to be restored or are we going to receive gold to pay for new slots? Can I buy new slots and get the gold when they get around to it? It appears to me that Zenimax hired far too many graduates of the Stonewall It business school.

andrantos

I think some of ya'll have ventured into unreasonable customer territory. I am particularly upset in the confusing and lack of communication all around from Zenimax in regards to this issue. Zenimax really dropped the ball in how this issue in general has been handled - I hope they have learned how to better address their community when it comes to significant issues such as this. However, I'm reasonable enough to see if they are able to completely follow through with my cooperation (which any CS situation requires).

Now that the bug is fixed, they can now work with each of us to make sure our individual instances are fixed, and that requires cooperation from you and CS. I hate having to go to CS for anything but sometimes it is necessary. Expecting to get your bank slots, lost items, lost gold and what not without your intervention is unreasonable.

It would be unfeasible to write some sort of script to auto-detect who was impacted and who wasn't (which would probably result in additional data corruption, significant maintenance downtime, or worse). What is feasible is to write some tools for CS to fix the problem on an individual basis.

SadOrk

How to freeze game time ?

Damhurst

My Incident: 140409-057275 is still open. I went ahead an repurchases my 30 bank slots and would like a gold refund of the lost slots. I don't care about the items that were lost.

Deaden

140417-117328
140418-039952
Got a response saying that my items should be on my characters, completely ignored the loss of bank slots and closed out previous ticket.

Tigger62077

I just posted to CS as requested. Ticket # 140418-043464. Within MINUTES, I received a response stating that my solution was solved. Like hell! I am getting massively pissed at the lack communication or comprehension.

"Thank you for contacting The Elder Scrolls Online Team.
I do apologize for this inconvenience and I can assure you that your original ticket about this is still open and has been escalated. For obvious reasons we do have to close duplicate tickets.
Also could you please provide me with the name of the character who is missing the 2 bank upgardes with 2k gold.
Thank you for your continued interest and support!"

I emailed them the full roster of my characters, who put the gold in there that I can remember, and point out that the bank is UNIVERSAL.

JBayot

lol looks like they're using bots to respond to emails

jenis023

Still not resolved. Just give back my 30 slots

Angushh

Ticket after the pacth: 140418-044342.

Ticket before the pacth: 140414-014839

Etchesketch

Thakaron wrote: »

@Echesketch: maybe we should all just live by the first line in your sig

I am not playing, but in regard to the siggy... as I always say, I don't mind playing on patch day, just as long as you realize there will be problems with the patch itself usually.

My problem isn't with the bugs... I haven't complained at all about the bank bug that got me... I just want the straight info from the game producers, since they ASKED us to post here.

wolfguard101

Last post of another disappointing night

I have submitted new ticket.. to which I got reply


Response By Email (Manuel) (04/18/2014 09:30 AM)

Greetings Adventurer!

Thank you for contacting The Elder Scrolls Online Support.

Regarding your email, we are aware of the issues you mention on tickets 140413-148504 and 140415-044578.

Unfortunately, as the missing bank slots and items issue is being handled now, we do not have a specific date for when the problem will be solved. We can assure you we are working on solving the problem and we will get back to you as soon as we can.

In the meantime we advise players to not buy any new bank slots.

Could you please also tells us all your characters impacted by this issue so we can further look into it and help you as fast as we can.

Thank you for your patience and your continued support.


Part I highlighted in bold really sucks, so even now they tell me not upgrade bank again so I have more of the toon hopping to look forward to till there 'no specific date' finally if ever arrives.. and just to put icing on the cake as GM I had been also dumping low level crafting mats and all my enchanting runes in guild bank for alts or guildies to use when they decide to level those professions .. thank to their inability to take action days ago over the duping scandal they have now closed the guild banks too so I cant even get those materials now either..

I have noticed that since release mainguild has gone from of the 160+ members having 50+ online majority of the time to maxing at 20 on a good day.. we all know people come try and leave but in less than 3 weeks it seems from this that over 50% have already quit or decided to wait a few months for a more stable game..

Thakaron

@Etchesketch: don't get me wrong...was just being my usual smartass self: I'm completely in agreement with you for sure. Would love to see something official from the powers that be.

Greenbone

My most recent ticket for this problem is
140418-041059
Not my first, I have two from before the patch.
I received two responses so far, both were unsatisfying. I won't bother cutting and pasting them to save space, plus I expect anyone else trying to retrieve their items/bank space/gold/ability points will receive similar responses. And yes in both e-mails it was closed

WaystedMinedub17_ESO

So which ticket am I supposed be contacting your "Support" with?

The one you listed as resolved? 140413-138201

Perhaps the one you told everyone to file after the patch...and then promptly closed? 140418-027509

Or maybe you just want me to open yet another ticket...

I'd love to have some direction from ZOS on how you actually want the player base to handle contacting you to resolve this issue. Obviously within your own support system you haven't figured it out yet. So when you do please let the rest of us know so we can get our issues resolved.

Mujuro

WaystedMinedub17_ESO wrote: »

So which ticket am I supposed be contacting your "Support" with?

The one you listed as resolved? 140413-138201

Perhaps the one you told everyone to file after the patch...and then promptly closed? 140418-027509

Or maybe you just want me to open yet another ticket...

I'd love to have some direction from ZOS on how you actually want the player base to handle contacting you to resolve this issue. Obviously within your own support system you haven't figured it out yet. So when you do please let the rest of us know so we can get our issues resolved.

See my post a few pages back; I spoke with ZOS CS earlier today after receiving an asinine reply when I followed the patch note instructions on submitting a ticket. At bottom, you need to submit another ticket so it can get escalated to a supervisor.

Kord

Nothing restored. Opened a ticket. Got a canned response, and they closed said ticket as I just got a customer service survey email.

Fail Zenimax. Just pure epic fail.

PS - I'm not resubbing to be treated with this kind of contempt. I'm not a masochist.

PPS - I'm guessing some suit(s) in Zenimax HQ decided that the amount of subs they would lose from angry customers afflicted by this screw up wasn't worth the cost of doing a restoration and they're "cutting us loose".

grodareb17_ESO

still missing my items and bank slots
nr 140414-080804

Etchesketch

Thakaron wrote: »

@Etchesketch: don't get me wrong...was just being my usual smartass self: I'm completely in agreement with you for sure. Would love to see something official from the powers that be.

You, me and all the rest of the flabbergasted customers of this game. I've been around gaming since kickkin the can down the road was the best game around and I've never seen anything quite this bad. I have this picture in my head of all the csr group huddled under their desks, hoping it all just goes away.

Spathaub17_ESO

To cover my bases I escalated a ticket on the websight as well as replied to my open ticket.

Here is my ticket to CS.

On April 14th I was affected by the bug where a player loses their bank slot upgrades, gold and items. I escalated a ticket then Incident: 140414-127346.

In today's patch notes it states the issue is fixed and for those of us who were affected to contact CS. Unfortunately like everything else revolving around the "customer service" in this game there was no indication if those with tickets created need to create a new one or if we need to use the CS on the web-sight or if in-game tickets are fine. Pathetic is the only word I can use when a company leaves it's paying customers in the dark on what to do to resolve an issue.

You'll note I have canceled my ongoing subscription. I will only re set it up if this issue is resolved quickly. I want a return of the bank slots I purchased(30 I believe) and my lost gold aprox 600, and if any items are gone the items or the equivalent gold. Playing this game with out being to make full use of my bank is a pain and a little compensation above and beyond would be nice as I pay to play a game not manage my inventory due to a bug.

I have already told 3 friends to skip this buggy game until it is fixed as in all faith I can't recommend this game when the bugs are so bad many game breaking. 3 people not buying a game is not a huge loss but as anyone in CS knows those 3 lead will tell their friends who will tell their friends etc. combine that with the number of unhappy customers who are also telling their friends to skip the game you people have a customer service nightmare that is slowly building. Last time I experienced this poor quality and service in an MMO it was during the initial launch of FF 14.

I find the game fun and want this to be my long term MMO but the failure that is your customer service and the many bugs that were around when I was in Beta that are not fixed is making me rethink my options and I tell you FF 14 is looking mighty good right now(they learned their lesson too bad Zenimax didn't take notes).

Aravel

Posting my case:

Question Reference # 140410-021200

Date Created: 04/10/2014 07:01 AM
Date Last Updated: 04/12/2014 12:01 PM
Status: Solved

Not actually solved, obviously. I've received the typical response indicating that the team is working on the problem.

Though I detailed my experience with the bug in one of my reports, I will write an account of it here as well:

Around 6:30pm (Pacific) on April 8th, I received my second duplicate set of mail for Imperial Edition, beta, and Explorer's Pack items. Being among the many customers who strongly object to only one set of the special items being given per account, I was happy to accept and store extras. I dropped some things into my then-80-slot bank, then logged on to an alt for inventory management. When I accessed the bank on the alt, I could see none of my stored items, and the slots had reset to 60. I frantically returned to my main and checked the bank. I could see the remaining items, but still only had 60 slots.

Fearing to waste more gold, I have not purchased new bank slots.

I likely lost some low-level crafting materials, since my original 80-slot bank was nearly full and my characters didn't have much free bag space at the time the bug occurred. I don't care about whatever might be missing, though, as I have long passed the level at which those items might be useful; I just want the space restored or the gold cost reiumbursed.

I have dealt well enough with the crippling effect this bug has had on my gameplay, but I am disappointed. Fear of further loss, and the sheer lack of space, led me to minimize my involvement in crafting. Before the bug, I'd been storing materials of all kinds. Even limiting my crafting as much as I've had to with my bank space gone, managing my inventory has been nightmarish.

Tomster

WTF patch is applied and no official guidelines on what to do? Not in the forum, not on the patch notes other than "contact support" and not an email.

So should we just trust that it is fixed and buy the upgrades again (not that I can afford many of them)?

I'm flagging Jessicas original post demaning an update on the issue. I suggest you do the same. Then I'll contact support again, but I'm gonna be really pissed off if I recieve another automatic automatic or copy paste reply for this issue if it is not updated.

justin903b14a_ESO

theres a link to contact support in the patch notes how has everyone missed that?

justin903b14a_ESO

BTW the people your talking to are just support all they can do is case by case this is huge ALOT of people were effected some of you sound like you'll do crazy stuff if your stuff doesn't come back

Thakaron

justin903b14a_ESO wrote: »

theres a link to contact support in the patch notes how has everyone missed that?

I don't think it's a 'miss' so much as a "wtf, really? That's the best you can do? Put a fairly ambiguous instruction in a patch note vs responding to this supposedly 'official' thread with precise expectations" kind of thing.

Just sayin'

justin903b14a_ESO

ok so noone at zenimax can sleep till this is resolved call out the emporer and have this decreeded at once

Etchesketch

I just love how the support page lamely claims that no bot will be taking care of you. Roflol... I am not convinced a real person has read ANY of these complaints. All I get is auto responses a minute after I post the complaint.

140416-116950
140418-047703

Blackimar

I'm trying so hard to give benefit of the doubt here but just a few minutes ago I got this response to trying to get my items/space/gold restored.

Hey James,

There might have been a glitch in the email being sent out my colleague Joseph did try to send you and email four days ago. So I deeply apologize for the error in receive the message.

We are aware that some customers are encountering this issue. We have reported this issue to the development team and we expect the issue to be addressed in an upcoming patch. There is no workaround available at this time. We apologize for the inconvenience and ask that you please bear with us as we work on a resolution.


If you continue to have problems or have any other questions I'd be glad to help you and I hope you enjoy the fantastic world of Tamriel

May the gods of Tamriel light your path and your enemies fear your wrath.,
Ross,
Customer Support Agent
The Elder Scrolls Online Team

Of course once again also marked as solved so now I have a full time job submitting tickets apparently.

I thought we were past that, and now being instructed to submit yet another ticket for the restoring part. I just don't understand how many tickets do I have to submit before I can even get them to acknowledge and say. We will or will not restore your stuff"?

The latest:

Question Reference # 140418-040479
• Date Created: 04/18/2014 12:19 PM
• Date Last Updated: 04/18/2014 12:30 PM
• Status: Solved

UncleMo

Okay, created a ticket after the patch. Missing banks slots and gold.

Thanks for submitting your question. Your reference code is: 140418-048146.

Ojustaboo

The problem is two fold.

By far the biggest problem is the lack of proper communication from zenimax.

I see another problem that some of you will probably get very angry at me for saying, and I want to stress while I see it as a problem I don't blame you at all for doing this, it's zenimax fault for the lack of follow up and marking tickets as solved.

The problem I see is that some of you have submitted lots of tickets for the same problem (again I understand why) and I imagine the people whose job it is to sort it all out, will find this really hampers their progress.

If I was zenimax I would first communicate properly and apologise for the mess, hold their hands up and admit their CS has been shambolic.

And then say they are cancelling ALL bank/item lost related tickets due to many people getting their stuff back (one of my guild members stuff was found on his alt) and due to the many people that have submitted multi tickets, again while admitting it was zenimax fault why people found this necessary.

Then request that those that haven't had their items, gold, skill points returned, to submit just one ticket only and wait for another official response from them that they guarantee to give in the next 3 days.

And every 2 or 3 days they could simply give an update on how many customers they have got through so far and how many are left, so that we can see people aren't simply being forgotten.

That would mean the team working on it would have one ticket for each person affected rather than having loads from the same person and would make sorting it out a much easier job.

But if a few thousand have lost their items and it does have to be done manually, say one CS rep takes 10 mins per person (and I wouldn't be surprised if it took longer) they are only going to get through about 40 - 50 people a day and if they have 10 people working on it, that's 500 a day.

Presuming they have 10 people to work full time on this and have others for other customers problems. it could still take (depending on how many people are affected) a few weeks to fix for everyone. And I'm randomly guessing at 10 people it could be 3, it could be 15.

A really bad mess that in my opinion has been made far far worse by the lack of communication, and the sort of communication needed isn't rocket science so I don't understand why they have been so bad at it.

Vedrix

Thanks for doing half a job, but when are you completing it?!

Got 60 items back, how about the rest of my items, the bank upgrades and my money? Why did you only do half the job? More importantly the least meaningful half. Cutting corners isn't a good strategy.