Mails sent after the patch are missing non-gold attachments

KMarble · February 2019

I didn't have any attachment go missing, but yesterday when I logged into my account, a friend had sent me a salt lamp and as soon as I opened the mail, the game window minimized itself. It happened at least 3 times (I was trying to read the message before taking the attachment, but had to take the attachment first so the window would stabilize).

DisgracefulMind · February 2019

ZOS_SarahHecker wrote: »

Hey all,

If it looks like something is missing, can you please submit a support ticket and reply with the number so we can look into it further?

[Incident: 190226-002034]

Here is my support ticket as well for the same issue.

Ragged_Claw · February 2019

Not me, but a guildie was asking if anyone had lost mail attachments. His were lost from mails already in his in-box before the patch and on logging in, he saw that the attachments were missing. I'll let him know that it has happened to other people and to put a ticket in.

Pevey · February 2019

Minno wrote: »

I lost jewel crafting writs I was trying to save on bank space by keeping them in my mail. Already submitted a bug ticket; though not a support ticket.

My..um...condolences(?) for the loss of your...um...valuable(?) possessions.

(Sorry, I know it’s mean to make a joke, but I just couldn’t resist a knock on jewelry writs, they are so bad.)

DisgracefulMind · February 2019

Ragged_Claw wrote: »

Not me, but a guildie was asking if anyone had lost mail attachments. His were lost from mails already in his in-box before the patch and on logging in, he saw that the attachments were missing. I'll let him know that it has happened to other people and to put a ticket in.

Yes, I think the issue is mails that were there before, but also mails that were mailed out after the patch are missing. In my case I logged in after the patch and sent mails to my alternate account, which were wiped clear of their attachments from one account to the other somehow, losing me about a million gold or more worth of items (5-6mil ap spent on gear).

Logicbomb00 · February 2019

2 days. 2 tickets. No reply. No comfort in knowing what is going on or even if anything is being done or looked into. Nothing. And this seems to be one of the worst cases in that my entire mail system was wiped of everything pre and post patch. 10's of millions of gold gone. This could be a deal breaker and I'm reeling tbh. Games are supposed to be fun, not give you a coronary for 2 days because ZOS won't even say boo to me.

idk · February 2019

SantieClaws wrote: »

Personally this one would try and let them know:

Where the mail with the missing things came from

Approximately what time and day

What the missing items were

That you really appreciate their help - raging does not help with these things no.

Yours with paws
Santie Claws

yes, the more detail the better. Zos can see everything that occurs.

Granted, the one time I lost items due to the servers, lots over 40 items in a bank fiasco that affected many, Zos chose to not replace what I lost unless I could specifically list everything lost. But that was their choice.

Anslay · February 2019

Logicbomb00 wrote: »

2 days. 2 tickets. No reply. No comfort in knowing what is going on or even if anything is being done or looked into. Nothing. And this seems to be one of the worst cases in that my entire mail system was wiped of everything pre and post patch. 10's of millions of gold gone. This could be a deal breaker and I'm reeling tbh. Games are supposed to be fun, not give you a coronary for 2 days because ZOS won't even say boo to me.

@Logicbomb00 please put your ticket number in this thread so @ZOS_SarahHecker can add it to the tickets being investigated for this matter. I think you were hit the worst of all of us and I really hope they take care of you with priority.

Logicbomb00 · February 2019

Thanks Anslay for trying to keep them honest and providing some solutions to a MAJOR screw up.

ACCOUNT 01
ticket no# 190227-002716

Hello. This is my 3rd ticket with no response at all. We need to discuss the fact that not only have several of my mails arrived post patch as empty, but also the fact that any mails with the heading 'Returned - XXX' have been completely wiped from my pre patch mailbox. This includes a huge amount of items and valuables and as soon as you actually respond I can begin listing what needs to be replaced.

ACCOUNT 02
ticket no# 190227-002674

I have had 2 mails post patch arrive empty. they contained 6 master writs each (total 12 master writs). Valued @ approx 600 vouchers. To be returned please.

ZOS_SarahHecker · February 2019

Thanks for the ticket numbers, everyone. Just a heads up, we are still investigating the issue but we will let you know when we have an update. If you have additional information, it would be best to reply to your existing ticket rather than submit a new one.

Logicbomb00 · February 2019

ZOS_SarahHecker wrote: »

Thanks for the ticket numbers, everyone. Just a heads up, we are still investigating the issue but we will let you know when we have an update. If you have additional information, it would be best to reply to your existing ticket rather than submit a new one.

Send a reply that can be replied to might be a nice start ;P

I'm still waiting for any form of response to 4 tickets now.

Rehdaun · February 2019

All a ploy by Zos to cut down the first login load times of the next patch.

Moloch1514 · February 2019

I knew they would screw something up with the database conversion, guess this is it! GG Zos. Good luck to all affected.

Logicbomb00 · February 2019

Bumped because this is the most important thing that has to be dealt with by ZOS atm. Have your gripes, express your frustrations or thoughts about the new content, but first and foremost on their agenda should be dealing with this issue.

DisgracefulMind · February 2019

Logicbomb00 wrote: »

Bumped because this is the most important thing that has to be dealt with by ZOS atm. Have your gripes, express your frustrations or thoughts about the new content, but first and foremost on their agenda should be dealing with this issue.

Agreed. Resources that people spend time into gaining in this game, and it takes quite a long time, should not be robbed because of ZoS' mess up.

Eyllora · February 2019

@ZOS_SarahHecker
Hello Sarah, I opened a bug report on forum about this matter also 2 days ago : https://forums.elderscrollsonline.com/en/discussion/461058/pc-eu-lost-items-from-mailbox-after-yesterdays-maintenance#latest

Here is the number of my ticket 190226-001569. Please note that I use french client so I had to write it in french, but you'll find translation on the link below. The support service just sent me an automated answer and didn't even look at my message, which attitude is always very disappointing.

I hope you'll find a solution to this issue, thanks !

DragonRacer · February 2019

Out of curiosity, those of you who have experienced this on PC - are you using any mail add-ons?

ZOS_SarahHecker · February 2019

Logicbomb00 wrote: »

ZOS_SarahHecker wrote: »

Thanks for the ticket numbers, everyone. Just a heads up, we are still investigating the issue but we will let you know when we have an update. If you have additional information, it would be best to reply to your existing ticket rather than submit a new one.

Send a reply that can be replied to might be a nice start ;P

I'm still waiting for any form of response to 4 tickets now.

It looks like you submitted bug tickets which don't get a response. We routed it to the right team, but next time please select the support category on the website or the ask for help section in the game. It will help make sure the right people see your ticket.

Eyllora · February 2019

@ZOS_SarahHecker

Hello again Sarah,
Here's the number of a report sent by @ZphixuZ for the same problem 190228-001556
(He doesn't have a forum account)
Thanks for investigating

Montayva · February 2019

Being that I play with high latency sometimes it takes a minute for me to “accept” items in a mail. When I logged in after patch and had a bunch of empty mails I thought it was just this that had happened and not a bug. Now I’m teally sad because I wasn’t paying attention to what items or how many mails. Welp

DisgracefulMind · February 2019

Montayva wrote: »

Being that I play with high latency sometimes it takes a minute for me to “accept” items in a mail. When I logged in after patch and had a bunch of empty mails I thought it was just this that had happened and not a bug. Now I’m teally sad because I wasn’t paying attention to what items or how many mails. Welp

That's about my situation, Monty. There's no way I can list 5-6mil-ish AP in items with any sort of specificity, so I'm pretty much screwed, even if they are looking into my ticket

Anslay · March 2019

@ZOS_SarahHecker any update? @ZOS_GinaBruno @ZOS_JessicaFolsom is there anything you guys can additionally do to help? This was really impactful to some and it would be wonderful if we saw a better side of support than we have thus far on the matter.

I'm still down ~750k worth of items due to this unhandled scenario in the database conversion. These things do happen and I'm patient with that, but with the lack of any gracious apology for this and prompt resolution, frustration with support is now building. Others have lost millions worth and there's not a single player that should be okay with that happening to themselves or others.

nightstrike · March 2019

ZOS_SarahHecker wrote: »

It looks like you submitted bug tickets which don't get a response. We routed it to the right team, but next time please select the support category on the website or the ask for help section in the game. It will help make sure the right people see your ticket.

The fact that bug reports don't get a response is an issue to fix in itself.

And having to file a support request, then ask someone in the forum to look at it, implies the entire support system is fundamentally flawed.

thefixerupper · March 2019

ESO you say submit a ticket but you NEVER respond. I have a guild full of 500 members and the owner is literally had it up to here with you guys. We all have! I am canceling my subscription because you never respond to my tickets. Its such a joke.

zaria · March 2019

Some sent me some bait yesterday, it arrived after an minute without zone change/ load door.
Would not mailed something expensive after seeing this.
Then shopping in Rawl I always enter the TG as its an load door and forces mail.

Also had some reward for the worthy surviving the switch but they might be special like mail from guild stores.

Jannisaries · March 2019

I heard from one of my GM's today that she is cancelling our guild auction as the guild has lost a ton of emails and she doesn't trust that auction purchases will make it to the buyers.

Also, on Tuesday I received notice from two of my guilds that my weekly auction donations arrived without attachments. I was tired the day I sent them so I assumed it was my fault.

And finally I sent emails from my non-eso + account to my main account today and one arrived with no attachments. This was mostly debris so I am not worried about the mats but I wont be sending anymore mail until this gets fixed.

DragonRacer · March 2019

Out of curiosity, those of you who have experienced this on PC - are you using any mail add-ons?

DisgracefulMind · March 2019

DragonRacer wrote: »

Out of curiosity, those of you who have experienced this on PC - are you using any mail add-ons?

No, I do not use them.

DisgracefulMind · March 2019

zaria wrote: »

Some sent me some bait yesterday, it arrived after an minute without zone change/ load door.
Would not mailed something expensive after seeing this.
Then shopping in Rawl I always enter the TG as its an load door and forces mail.

Also had some reward for the worthy surviving the switch but they might be special like mail from guild stores.

Don't trust it, even if it might have only been the database that screwed us.

DisgracefulMind · March 2019

Can we get a response @ZOS_GinaBruno @ZOS_JessicaFolsom @ZOS_SarahHecker ???

It's to the point where it's getting a bit ridiculous that we've given so much info, and even narrowed the issue for you all with our own detective work (obviously the mails were removed when the database was updating on accounts before they logged in, it doesn't matter this is ZoS' mistake), and we still don't have a response.

There is one of us who lost out on literally in the 10 millions in items. You need to fix this, this is really unprofessional at this point.