kenshindononub18_ESO wrote: »just in my email:
I was just touching base to assure you that we're still working on the issue involving missing bank slots and items. We have a team specifically investigating this issue and your ticket has been directly escalated to them for resolution.
We initially thought today's patch would include a fix for this issue, but we wanted to proceed carefully instead of potentially causing more problems with a more immediate, but less well researched resolution. As soon as the fix is ready it will be pushed to the live megaservers and this may cause a second maintenance session this week. When the fix is released it will not be retroactive, i.e. items, missing slots and gold will not be included. This is just to guarantee the integrity of the banking system and once that is in place we will be exploring options to help players who have lost gold, bank slots and items.
We really appreciate your patience as we deal with this difficult issue. I assure you we absolutely want to make this right for everyone who was impacted.
how did you communicate with them? Ive opened 2 in game tickets and filled out a form here for them to call me and have yet to receive any sort of reply whatsoever. Im getting kinda fed up honestly
Im going to relate this to my experience in DCUO, i had missing items after a patch, i called support, i was on hold for 5 mins, the gentleman i spoke to found one of my items in the bank that i had not seen, and then promptly added the missing items to my account, my issue was resolved in 30 mins, when he asked if there was anything else and i began to describe a progress blocking bug, he the sent my call to tech specialist who took the information an assured me it would be in the next patch, a week and a half later and it was. THAT IS A FREE TO PLAY GAME. I didn't have to pay for that quality service, they deserve my 15 a month over your crappy support
FIXES & IMPROVEMENTS
Miscellaneous
General
Fixed an issue where your characters could lose bank expansions you purchased, including the items in these slots.
Note: This will not return any items or slots lost prior to this fix. If your character was affected, please contact Customer Support.
So, I'm confused... Are we or aren't we being reimbursed for the items we lost? There seems to be conflicting reports, here.
-Travail.
Based on what I have read:
- In "a future patch" the bank reset issue will be fixed, so that it will stop happening to anyone into the future. This fix will not restore any items or bank inventory slots that people have lost up until this point.
- The ZOS team is "exploring options" to return items, inventory slots and gold to any player that lost them as a result of this bug.
Basically, a fix will stop the problem happening, but won't automatically return lost items/inventory. However we should get everything back eventually after the fix has been applied.
That is my understanding. I am not a Zenimax representative, so I may be wrong.
@dynamite7673b14_ESO Why threaten? Forum posts have some impact. But money....now that's power.dynamite7673b14_ESO wrote: »dynamite7673b14_ESO wrote: »This is a game breaking bug that should've been fixed within a day. They should be concentrating on this and this only.
@dynamite7673b14_ESO It should have been fixed when it was reported during Beta testing.
I didn't realize the bug was this old. I did not experience it in beta. This game should not have been released with this bug. Some bugs are tolerable this is not one of them. 20-25% of players are experiencing this bug and most of which are threatening cancellation. Even if only half of those people actually cancel, that's a 10%+ hit to subscriptions. They should be taking this much more seriously.
wenxue2222b16_ESO wrote: »Is there some common theme between people affected or does it just seem to be random.
I've been wondering this as well, otherwise I would expect it across the board. It's not an imperial edition issue or a US issue because a friend has that edition and is on the US server and has not been affected but I have.
I was wondering if it was addons? My friend has none but I have two.
The only other thing I could think was switching between alts too often got it confused? When I'm managing my bank inventory I will often switch between 3 alts multiple times.
wenxue2222b16_ESO wrote: »Hmm theory time - perhaps if it is happening when people are using the bank and swapping between alts somehow it doesn't have enough time to write what it needs to the d/base regarding the bank etc and thus when you log out quickly without it having fully saved the info properly it somehow resets it all to zero?
Thats what I was thinking - and when you log out too soon an exception is raised and causes a reset. I personally always run around a little after accessing the bank. But then it could be some other dB corruption causing an account reset -or- something else entirely.
EU server here, Explorer's edition, openbeta participant. I suspect that everyone experiencing this have either imperial or explorers edition. Did all you guys also participate in openbeta?
I wanted t refrain from doing this until an official response. But here are my thoughts anyways, make of it what you will, remember I'm just guessing here and it should be taken with a huge grain of salt, but it might increase understanding and prevent rage unsubscribing:
Support are obviously understaffed and not equipped to handle this, development or management might be sitting on all the answers and development might have a hard time tracking down this elusive bug and noone is sure if the items are gonna get brought back or not for various reasons which results in conflicting support info.
The problem with this bug is that the impact is HUGE. Realiticlistically they expected some major bugs upon release but nothing like this. Fixing this entails first locating the source of this database related problem and since the fix will not retroactively restore lost items and gold they will manually have to go through litterally thousands of lines of logs per user (hopefully having an exact search phrase / error code there for the error which makes it much faster) and when finding when it happend manually restore every item and quantity.
I do not know how many people bought the game and how big percentage are affected by this, but let's take an arbitary number like 5 000 ppl. Remember, most ppl don't bother with any forums or might even not know about them, so it is a very low estimate IMO. The workload of this is perhaps 1-2 hours per case (depending on log format and data really, might take just 10 minutes) but let's say 5000 hours of work to fix this after the actual bug is fixed. How many in customer support ppl do they have that are qualified to fix this, well not enough I'm guessing. Fixing it for every user might be very time consuming and other stuff will have to be put on hold.
Since they do not have the staff for this one option is to bring in many outside professinal contractors to fix this, which will be seriously expensive. I cannot even begin to guess the actual cost of this. Another is quck scholing of how to fix this specific issue if possible for larger support teams and have them help out. And the third is to draw the line here and apologize for not being able to restore any items.
Ultimately I think the decission lies with management, how much would it cost to fix this effectively for every user, how much time would it take and what is it's impact on other bugs etc. not being worked on in the meantime? plus how many users are affected and are the potential collateral damage who might end their suscription if not fixed in a satesfactory manner?
Anyways, I'm just a player and know nothing. But have a little more patience and see what happens on Friday, I agree though that not bringing our items back and no compensation would not be a very proper thing to do.
gardenia.ren67ub17_ESO wrote: »wenxue2222b16_ESO wrote: »Hmm theory time - perhaps if it is happening when people are using the bank and swapping between alts somehow it doesn't have enough time to write what it needs to the d/base regarding the bank etc and thus when you log out quickly without it having fully saved the info properly it somehow resets it all to zero?
When it happened to me, I was at the crafting station improving items. I saw my embroideries (which had been in the bank) disappear while in the improvement interface, then received duplicate pre-order items at the same time. The duplicate emails are a common thread. Logging in and out of the bank are not. I did go run to the bank in a panic when I saw my items disappear and got the emails, because I had heard of this bug. When I got to the bank, my fear this had happened to me was confirmed.
Response By Email (Sabrina) (04/15/2014 01:22 AM)
Greetings!
Blessings of the moons upon you, traveler.
This one thanks you for contacting us. We are aware that some adventurers are encountering this issue. We have reported this issue to the magus of the development team and we expect the issue to be addressed in an upcoming patch. We currently do not have a spell for a workaround available at this time. We apologize for the inconvenience and ask that you please bear with us as we work on a resolution.
Thank you for taking the time to share your feedback with us.
woodlandwoodsb14_ESO wrote: »Question Reference # 140413-001115
Question Reference # 140414-124354
My subscription has been canceled and 19 days of game time remain. If a fair solution is not applied by then, I am walking away from ESO.
At this point, bugs have turned the game into a big headache that is not worth playing.
Agreed. I love the game, but I too have cancelled. This is about as serious as MMO bugs get.
If they fix it to my satisfaction before my remaining time is up, I'll probably resub. I'm not going to be unfair. If they don't have the manpower to go through the logs, they can just give me the gold spent on upgrades, plus and extra 20k or so for lost mats and wasted time.
These major screw ups are what give organizations a chance to make or break their reputation for CS. IF they own up and make it right and then some, they'll win a lot of people's loyalty. Unfortunately, between the lackluster communication, slow ticket responses by robots, and the amount of time it's taking to fix, it's looking more and more like a "break" with each passing day.
Jennifur_Vultee wrote: »I was having a really fun bug free experience with ESO and loving it...until last night when I received the Explorers Pack and Imperial items again on and alt and my bank was reset to 60 slots. Now I pretty much can't play because my bank is full and the extra items sent to my main character filling her inventory...I have no idea what if anything I've lost beside the bank slots I purchased.
Does anyone know if they planning to restore the bank slots we've lost or will we just have to bite the bullet and buy them again? As is I can't play because I have no place to deposit my items.
boredpeonub17_ESO wrote: »So who wants to be the poor *** who tests to see if banks are still broken?
How long do we wait to see if it is truly fixed?