Restoring Missing Bank Slots/Items & Skill Points

Arato

So while I was really scared after having heard the horror stories on these forums, I did get reimbursed tonight and got more than enough to cover what I lost. Not a huge amount over but enough to cover the items I lost on top of the banked gold and lost bank slots, I was expecting to just have to accept the lost couple dozen diamonds as a loss but now I can cover them.

So have some hope, and if you didn't get reimbursed properly press the issue, another CSR might do a better job.

daemonios

Okay, so today I got the email stating that my compensation had been credited to my highest-level character. About 10.000 gold, when my losses were 8.300 (between lost bank slots and deposited gold). This will be my last post in this discussion, just to say that:

- I'm happy that the compensation has finally come and at least covers my losses;

- I'm very wary of customer service for this game, which was not only unacceptably slow but also very uncoordinated (with conflicting instructions being sent via email and posted here in the forums). This scares me since the game currently faces crippling problems, including the consequences of the item dupe bug (bugs, according to many, some of which are still ongoing); and

- I find the compensation unfair, since it was based on highest-level char level. I play 4 characters, 2 of them very actively, the other 2 less so. The highest level ones are 16 and 27. But I've invested time in all 4 characters, not just the level 27 one. I didn't lose any more than I got as compensation, but it annoys me a bit to see people getting free money just for levelling a character, which was not my main goal during this time.

In any case, I consider this matter settled and will resume playing rather than posting

Shocfleth

I'm trying really hard to be patient (original ticket for lost bank slots submitted 4-11-14), but now I'm starting to get worried that I've been overlooked or somehow CS thinks they've reimbursed me when they haven't.

Will someone be letting us know when they think everyone has been compensated so that we can submit another ticket?

Mujuro

Shocfleth wrote: »

I'm trying really hard to be patient (original ticket for lost bank slots submitted 4-11-14), but now I'm starting to get worried that I've been overlooked or somehow CS thinks they've reimbursed me when they haven't.

Will someone be letting us know when they think everyone has been compensated so that we can submit another ticket?

I'm in the same boat for a ticket submitted 5 April.

Phabiusbile

Why would they need my secret question answer at customer support after they have my account name and email plus character name. And I logged in from my account to submit the ticket what is going on here? For all I know this could be someone phishing.

From: ESO_Help@helpmail.elderscrollsonline.com

Response By Email (Dillan) (04/21/2014 02:19 PM)
Greetings Adventurer!

Thank you for contacting The Elder Scrolls Online Team.
I do apologize but as it turns out I will need some information to verify your Account.
Could you please give me your secret question answer
Once this information is received from you I can begin helping you with the problem at hand.

Thank you for your continued interest and support!

Sithis guide you,
The Elder Scrolls Online Team

Imryll

Today I was compensated 16K for 40 slots--so 6500 below their replacement cost with 0 for possibly lost items. In my reply I laid out the math once again, explaining that any refund needed to cover the full value of items lost. The amount of gold given to my character wasn't noted in the email so I'm guessing the rep knew quite well that that the settlement was inadequate. You'd think it would be less expensive for ZOS just to compensate me for what I actually lost due their choice to release the game with this bug unresolved rather than engage in protracted correspondence with an increasing aggravated customer, but it's their choice I guess. As I've pointed out in my tickets they're welcome to verify my slot purchases via their internal logs, and the records of my characters' progress on the node harvester and chest spotting achievements (as well as their well-developed cooking skills) should show exactly how they came by the gold to purchase them.

Shocfleth

Imryll wrote: »

Today I was compensated 16K for 40 slots--so 6500 below their replacement cost with 0 for possibly lost items. In my reply I laid out the math once again, explaining that any refund needed to cover the full value of items lost. The amount of gold given to my character wasn't noted in the email so I'm guessing the rep knew quite well that that the settlement was inadequate. You'd think it would be less expensive for ZOS just to compensate me for what I actually lost due their choice to release the game with this bug unresolved rather than engage in protracted correspondence with an increasing aggravated customer, but it's their choice I guess. As I've pointed out in my tickets they're welcome to verify my slot purchases via their internal logs, and the records of my characters' progress on the node harvester and chest spotting achievements (as well as their well-developed cooking skills) should show exactly how they came by the gold to purchase them.

I'm getting kinda worried about the same thing (for when I eventually do get compensated.) I play lots of alts, and the first thing I did with all of my characters was to pool their cash to upgrade the bank as much as possible. I figured that was the best way to help ALL my characters instead of splitting upgrades amongst them. One character might not have had the money for all the upgrades, but collectively they did.

Imryll

Shocfleth wrote: »

I play lots of alts, and the first thing I did with all of my characters was to pool their cash to upgrade the bank as much as possible. I figured that was the best way to help ALL my characters instead of splitting upgrades amongst them. One character might not have had the money for all the upgrades, but collectively they did.

I held off upgrading individual inventories for a long time because I kept remaking characters. I'd decide that I didn't like the way a character's nose or chin looked in the cooking interface and DELETE/Create. Come to think of it a fair amount of the gold spent on my slots wasn't earned by the characters/versions of characters currently on my account, at all, but by their predecessors, hard workers whose appearance irked me in some way.

DDK1

I received another real world email today stating that my case [Incident: 140415-018712] has been "solved" again. I logged in and checked all of my character and my bank...I did not receive any gold for the bank slots I had lost.

This is the 4th time customer service has closed my cases and marked them "solved" when it has NOT been solved. I originally enter a case on 4/5 when I first experienced the bank reset [Incident: 140405-044592]. I referenced this case in the new one.

I have replied to all of the "solved" emails within a day or two to let them know that it is not "solved" for me. I have received no in-game communication. Why do they keep marking cases as "solved" when they are not?

13bunyiprwb17_ESO

Well my experience has been better than most - I wrote one customer service ticket - received personalised responses that indicated they were working on a fix. then the patch came out I filled out a new response to identify the extent of my losses (some 18k and 30 slots). The day after the patch that fixed the bank bug I received a sizable amount of gold (more than my losses equated to) which has been used to max out my bank and pay for bag upgrades. I was initially disappointed by the time it took to fix the issue but no ticket I raised went unanswered and while I felt annoyed by having my bank limited to 60 (I'm a hard core crafter) - I am now quite happy.
Every new MMO I've played has had significant issue - this has not been any different and has doen nothingto turn me off ESO

Shocfleth

This was in reply to a former ticket, since I haven't heard anything personally, and no news has been coming for a while now...

Response By Email (Conan) (04/21/2014 11:51 PM)
Greetings (name),

We apologize that you had to contact us several times for the same issue during your experience with The Elder Scrolls Online. We can see that the issue is being taken care of in incident number 140418-075139, so in order to minimize any confusion I’m going to close this specific incident.

Thank you for your patience while we work on compensation for your lost bank space.

Kind Regards

Conan
Elder Scrolls Online Customer Support

So, I guess for an update (which we shouldn't have to ask for daily) they're still working their way through the tickets. I guess. Though I only feel slightly better now.

Surinen

another day, another piece of grief. it has been 2 days since I have submitted ticket for the remaining unrestored gold. no answer, no restoration.

madsurgery

@

Surinen wrote: »

another day, another piece of grief. it has been 2 days since I have submitted ticket for the remaining unrestored gold. no answer, no restoration.

same here

Skollvaldr

same here, no refund, no answer from support.

Skol

daikatana

Spent over 120k on bank slot upgrades from 60 to 130 and got compensated for 40k (and that's the valuation they put on my bank upgrades and my lost 70 items, all together)

Filed a ticket two days ago, no answer from support.

Ticket reference # 140413-083846

SexyVette07

@ZOS_GinaBruno‌ I feel like im being given the runaround by customer service through the help menu in game. Today, after going back and forth with one rep, who was very nice btw but didnt reimburse the gold when he said he did, I finally received 55k gold to buy bank slots... Problem with that is it costs about 110k to rebuy all the slots I lost (I had my bank maxed out). He escalated the ticket, but said that 55k gold was all he was authorized to do and couldnt compensate me for the lost items. Again, he was very nice and apologized profusely for the gold mishap. For the lost items, he directed me to submit yet another ticket to /help/lost bank items and itemize exactly the names of the items and exact number of items missing (which is contradictory to your original post), which I already did after I submitted the original help ticket no more than a minute after the bug wiped out my bank. Anyway, I did it again. The rep who replied to that ticket said the other tech was supposed to be handling item restoration, and immediately closed it. I replied back that I was directed to submit another ticket for item restoration, but I never received another reply. So at this time, I have bank slots that I havent been compensated for, an estimated 60k in lost items, 5k in stored gold and a lot of lost time and frustration and nobody is helping me. Both reps are basically saying its not their problem or theres nothing they can do. I need action now, not more run around. I realize that bugs happen and customer support is working very hard due to said bugs, but you need to take care of your customers because we arent going to put up with shenanigans like this for long.



I was assured by the rep who responded to my initial ticket that the banks and items would be automatically restored in a future patch and absolutely no items would be lost. I understand that it might not be possible to patch the server and restore all lost items without rolling back the whole server, but even after the patch, nobody was looking into my tickets and fixing them. It took submitting another two tickets since the patch to get someones attention. I gave customer service the exact date and time it happened, and even a pretty good indication of what was lost. Ive made it very easy for them to verify what was lost. I did the most time consuming part for them! I think ive been more than patient and understanding here, but I dont seem to be receiving due dilligence from Zenimax. I know you all are working very hard because of all the bugs, but I need your team to fix this mess for me ASAP because im wasting a lot of time with getting it sorted out rather than enjoying the game.

Also, since being hit by the bank bug, I cant skip the coldharbour tutorial when creating a new character. I cant begin to imagine how or why those two things are related in the game code, but it is. Thank you for any help you can provide me.


Edit im deleting my payment method of renewing my monthly membership, not because of the bugs, but the lack of customer service. If you get my account sorted out in 2 weeks when its set to renew, you keep a customer. If not, well, ill spend my money elsewhere.

Skollvaldr

Same issue with the tutorial here. Wanted to create bank chars, but being forced to play the tutorial again and again was too much for me, so i stopped playing instead.

Skol

zeuseason

# 140409-074179

No reimbursement yet. About 63k gold covers it.

adec12b14_ESO

Still waiting for my gold. How long did it take for some of you to get your gold?

felixgamingx1

Kilitar

Bank resets:
140405-039512
140408-054871
140408-055250

Total loss 60-80k (stored gold + item value included), hard to tell exact value of items.

All sumarized together after patch 1.0.4 in 140418-036968

No response neither compensation so far...

Imryll

According to an email I received the morning, I've been given an additional 6500, allowing me to repurchase all lost slots. So glad to put this hassle behind me.

rorkananimal

Still waiting on my reimbursement.

dynamite7673b14_ESO

They gave me about 1/3 of what I lost after I replied to the email closing the ticket. The response yesterday was really fast. I replied to the email again yesterday to fix it or I will not be re-subbing. I already cancelled since it was so difficult for them to address this bug (that existed in beta) from CS in the first place. I guess it is taking longer this time because I suggested they look at what I lost instead of sending me a generic amount of gold. Also they sent the gold to my most recently played character which was 4 levels lower than my main (16). I loot everything with all of my characters so I'm not sure how they thought 15k was even close to what I lost. The 15k wasn't even enough to purchase the 40 bank slots I lost, let alone the 6.5k gold or the 35 stacks of mats. Simple math could figure that out.

Rackot

I'm still waiting my skill points
140421-007901

rioinsigniab16_ESO

I feel for you guys who are still waiting to get your issues resolved. I can only assume that they have a mammoth load of CS issues to deal with and only so many CS staff (which is often the case in CS depts).

Hang in there guys, keep the faith. I'm sending virtual hugs to you all

Surinen

Update of my situation:
Customer Support has restored additional 18000 to my previous 13000 but I'm unfortunately still missing 13000gold. I have provided Customer Support with more information and clues about my case so that it should at least prtially cast light on my situation and solve doubts about truthfulness of my claims. I'm glad that I have received additional gold but I cannot rest my case until justice is done and I receive at least 44000 of potentially 44000-47000gold lost.

Mujuro

Thanks to ZOS for finally resolving my bank reset situation.

After phoning ZOS CS (bug forms/callback requests appear to be ignored wholly at least for me), I finally received compensation today for my ticket that was filed late 5 April, so it took approximately 17 days. I didn't lose any items, so I was compensated only for lost bank spaces (20) and deposited gold (12k), but received 40k. Based on what I've read here in this post, it does seem that the amount of gold received in compensation -- ignoring items -- is based on the level of the "main" character. I was level 16 when the issue occurred, and am level 36 now.

For those of you looking to reach ZOS CS by phone, it appears that OOB EDT works best; I've never had to wait over a minute when calling during that time.

madsurgery

Happy to say I received the additional reimbursement today ... and was able to upgrade my Bank Slots from 90 to 110.

Thanks Zenimax.

white_622_ESO

I was hit by the bank bug twice, once I lost all my items and the second time I lost 40 bank slots. I received some in game gold but it was not enough to cover my losses, so I submitted another ticket. Within a couple of hours I received a real world email apologizing for the error in the amount and that the rest of the gold had now been deposited in game. I checked it out and I am very pleased with the amount and happy with the time it took to get to my last ticket.