Mails sent after the patch are missing non-gold attachments

green_villain · March 2019

i will repeat in bold
you will lost attachements ONLY
if you sent a mail after patch
to a person who didnt login yet after patch

Matchimus · March 2019

Ive had some mail for purchases from trade stores I could not delete, some attachments I could not collect, one instance I bought 2 different chest motifs at same trade store but mail attachments were for the same chest motif. All issues to my knowledge rectified after a while (not sure if quitting game was the solution).

Logicbomb00 · March 2019

Yep still no response or consolation or ANY form of communication. Of course now the 3 day expiry on those mails has kicked in and any proof beyond my screenshots that these mails even existed is gone.

The only upside to this is that my subscription that I've been paying since Beta (4+ years) expires tomorrow so that's been CANCELLED!!! No more giving money to a company with such pitiful customer service. My game cannot recover from this so my guild of 475+ members may soon start falling apart. Thanks ZOS!!

Logicbomb00 · March 2019

green_villain wrote: »

i will repeat in bold
you will lost attachements ONLY
if you sent a mail after patch
to a person who didnt login yet after patch

Not entirely the case. In some situations entire mail systems have been wiped of all Pre-patch mails including of course all of their attachments.

Moloch1514 · March 2019

Pretty pathetic communication as usual, ZOS. Looks like this will go the way of the on-going Guild Bank deposit issue, which got a reply or 2 a year ago and then was forgotten by ZOS. Easier to cater to new $ than to provide service to those of us who already have spent our $.
@ZOS_GinaBruno how is that plan to improve your team's communication going? Lol

reoskit · March 2019

Out of curiosity - has anyone gotten their lost mails back after contacting support?

Logicbomb00 · March 2019

reoskit wrote: »

Out of curiosity - has anyone gotten their lost mails back after contacting support?

Gotten back our lost mails. LOL LOL LOL.

We haven't even received any responses to the tickets yet.

DisgracefulMind · March 2019

reoskit wrote: »

Out of curiosity - has anyone gotten their lost mails back after contacting support?

No.

ZOS_SarahHecker · March 2019

Hey all, just to update this again: Our team is still investigating but you should start to hear from them over the next few days. Thank you for your patience.

DisgracefulMind · March 2019

UPDATE:

I got a response from ZoS letting me know that they were still investigating the issue.

For anyone with this problem and interested.

Anslay · March 2019

reoskit wrote: »

Out of curiosity - has anyone gotten their lost mails back after contacting support?

Not yet, but I did receive now the same mail as posted above saying that they are working on it.

Anslay · March 2019

ZOS_SarahHecker wrote: »

Hey all, just to update this again: Our team is still investigating but you should start to hear from them over the next few days. Thank you for your patience.

Thank you for the update. Kindness and communication goes a long way to keep frustrations down. I hope for a resolution soon.

DisgracefulMind · March 2019

ZOS_SarahHecker wrote: »

Hey all, just to update this again: Our team is still investigating but you should start to hear from them over the next few days. Thank you for your patience.

Thank you so much for letting us know, I look forward to hearing from you all.

Bryndle · March 2019

Bump to support all those who lost items.

This would not be the first time a patch caused items to disappear unfortunately.

Logicbomb00 · March 2019

Bryndle wrote: »

Bump to support all those who lost items.

This would not be the first time a patch caused items to disappear unfortunately.

Thanks so much Bryndle! But yes. Another 3 days have passed after their 'grand effort at communication' with nothing. I'm truly interested to see how they go about compensating me for an entire mail system (30+ mails full of attachments) going missing.

This is pretty much the straw that did in the poor camel though. Getting a bit over the game (which is supposed to be fun) becoming such a headache every patch time. I haven't had a chance to play at all this week for fear of making the fix to my mail system even harder to interpret. So in reality it's costing me more and more the longer they procrastinate about which direction they're twiddling their fingers in. So now they need to tack on restitution for an entire week of not being able to play as well, along with the damage that it's doing to my Guild (4 players have bailed and counting).

Solidarity Reg!!

theyancey · March 2019

3-1 was my son's 48th birthday. I sent him 48K gold. It arrived with no problems. PC/NA.

Sylvermynx · March 2019

I got attachments from my other account no problem. PC NA. Of course, I didn't get logged in until yesterday, after getting a stick with the entire install folder from a RL friend, since the download borked on me twice, and I don't have anywhere close to enough bandwidth to keep trying.

witchdoctor · March 2019

I suspect I haven't been getting mails for items sold.

Purchased, yes. But I have only 1 item in my trader (yeah, I'm low volume). I had several the other day. I have neither gotten them returned (listed too soon anyway), nor the proceeds from the sale.

witchdoctor · March 2019

I'm doing a test. Just put up an intricate item. PC/NA. We'll see what happens.

Logicbomb00 · March 2019

BUMPED DAILY UNTIL THIS IS FIXED

Even after a lengthy reply to the 'apology' I still haven't heard anything. These POS are unbelievable.

I also asked if it was still ok to play my game or if this would interfere with their investigations - no reply.

AgentOrangeR · March 2019

I haven't raised a ticket, but same thing happened when I sent my friend some high value gear. I'm not impressed.

Angzt · March 2019

Did u guys already get a reply to your respective requests? I just did and that's what it says... (quickly translated):

---
"Greetings,

Thank you for contacting the Elder Scrolls Online team.

As we've explicitly announced before the patch, each player should empty his/her mailbox in order to make sure that no loss is being incurred.

Unfortunately, we are unable to restore crafting writs or recipes as they are randomly created by the system. Since there must be a compensation here, I've added [XYZ] writ vouchers to your "XYZ" character.

This should be more than what you have lost.

Please keep in mind that the mail system was NOT intended as an extra bank account and should not be used as such. Just before a patch, it is recommended to empty your mailbox!

[SUPPORT-TEAM-MEMBER]
The Elder Scrolls Online Team"
---

"... unable to restore crafting writs or recipes as they are randomly created by the system."
-> Okay, sure - fair enough!...

"As we explicitly announced before the patch, each player should empty his/her mailbox..."
-> Did never notice anything like this at all!... Maybe sb. can enlighten me on where exactly it has been "explicitly announced"!?

"This should be more than what you have lost."
-> Err, it's not... at all!...

"... mail system was NOT intended as an extra bank account..."
-> Sure, but that wasn't the case here - so what's the point!?...

"Just before a patch, it is recommended to empty your mailbox!"
-> Seriously!? ôÔ Sure, how dare I expect that a patch is a lossless process and working as intended!... After all, I don't pay for it... um, wait... I actually do!...

To say the least, I'm quite pissed!...

What are your experiences on this matter?

ZOS_JesC · March 2019

Greetings, we've removed a few comments that were considered bashing my our forum rules. While we understand frustrating situations can result in combative comments, we ask that posts remain civil and productive. Thank you for your patience and understanding.

Jayman1000 · March 2019

Angzt wrote: »

Did u guys already get a reply to your respective requests? I just did and that's what it says... (quickly translated):

---
"Greetings,

Thank you for contacting the Elder Scrolls Online team.

As we've explicitly announced before the patch, each player should empty his/her mailbox in order to make sure that no loss is being incurred.

Unfortunately, we are unable to restore crafting writs or recipes as they are randomly created by the system. Since there must be a compensation here, I've added [XYZ] craft vouchers to your "XYZ" character.

This should be more than what you have lost.

Please keep in mind that the mail system was NOT intended as an extra bank account and should not be used as such. Just before a patch, it is recommended to empty your mailbox!

[SUPPORT-TEAM-MEMBER]
The Elder Scrolls Online Team"
---

"... unable to restore crafting writs or recipes as they are randomly created by the system."
-> Okay, sure - fair enough!...

"As we explicitly announced before the patch, each player should empty his/her mailbox..."
-> Did never notice anything like this at all!... Maybe sb. can enlighten me where exactly it has been "explicitly announced"!?

"This should be more than what you have lost."
-> Err, it's not... at all!...

"... mail system was NOT intended as an extra bank account..."
-> Sure, but that wasn't the case here - so what's the point!?...

"Just before a patch, it is recommended to empty your mailbox!"
-> Seriously!? ôÔ Sure, how dare I expect that a patch is a lossless process and working as intended!... After all, I don't pay for it... um, wait... I actually do!...

To say the least, I'm quite pissed!...

What are your experiences on this matter?

Jesus, that's a terrible response form zos customer service. At least you got some vouchers... but still. They are basically admitting that the system sucks major molag bal and that they have no intention of doing anything about it other than throw a few vouchers after those that want to waste their time writing a ticket.

Man, why is customer service always so crappy? this is almost everywhere you get in contact with customer services, it's always these superficial unengaged misplaced responses that just gives you chit for a chat, solving nothing.

Sylvermynx · March 2019

The business about the mail and attachments etc. was in Gina's post in the U21 thread that's still pinned.

https://forums.elderscrollsonline.com/en/discussion/460320/u21-launch-day-load-times-and-how-you-can-help/p1

ZOS_GinaBruno wrote: »

Next Monday with the PC launch of Update 21, we’ll be implementing some code related to ESO’s database that will allow us greater flexibility with updates and maintenance as it continues to grow over time. Due to this change, after downloading the patch on Monday, you are likely to encounter a very long load screen upon first logging into the game. This will only occur the first time you log in after character select, and it will not affect subsequent logins. That said, the length of the load screen could vary anywhere between 5-10 minutes to a couple hours. We understand this is far from ideal and is frustrating on launch day, but it’s a necessary evil just this one time.

Now, this loading is actually directly tied to the total number of bank items, inventory items, and mail attachments everyone has. This means if you’re able to clear out excess items in your inventory and attachments before maintenance begins Monday morning (or even just reduce them), this will greatly help the amount of loading the client will need to do! Additionally, once you’re at the load screen, please just wait until you’ve made it into the game; closing the client will not speed things up.

Thanks for your understanding, everyone, and we look forward to Wrathstone and Update 21 launch in just a few days!

Bolded relevant part.

Angzt · March 2019

Sylvermynx wrote: »

The business about the mail and attachments etc. was in Gina's post in the U21 thread that's still pinned.

https://forums.elderscrollsonline.com/en/discussion/460320/u21-launch-day-load-times-and-how-you-can-help/p1

ZOS_GinaBruno wrote: »

Next Monday with the PC launch of Update 21, we’ll be implementing some code related to ESO’s database that will allow us greater flexibility with updates and maintenance as it continues to grow over time. Due to this change, after downloading the patch on Monday, you are likely to encounter a very long load screen upon first logging into the game. This will only occur the first time you log in after character select, and it will not affect subsequent logins. That said, the length of the load screen could vary anywhere between 5-10 minutes to a couple hours. We understand this is far from ideal and is frustrating on launch day, but it’s a necessary evil just this one time.

Now, this loading is actually directly tied to the total number of bank items, inventory items, and mail attachments everyone has. This means if you’re able to clear out excess items in your inventory and attachments before maintenance begins Monday morning (or even just reduce them), this will greatly help the amount of loading the client will need to do! Additionally, once you’re at the load screen, please just wait until you’ve made it into the game; closing the client will not speed things up.

Thanks for your understanding, everyone, and we look forward to Wrathstone and Update 21 launch in just a few days!

Bolded relevant part.

Thanks very much for your intel!

Dunno if that’s what you’re referring to by “business”…, however it's info I did in fact notice prior to patch day. Nonetheless, I'm having trouble identifying any "explicit" warning whatsoever on chances of losing your mail and/or attachments as a result of that very patch... not even by implication... Moreover, even if there was any such info buried in that thread somewhere - I'd absolutely and “explicitly” expect ZOS or any other service provider to make such a critical warning strikingly pop up on launching the client or even send advance notices via mail! Otherwise it’d kinda be like local administration letting me know about imminent expropriation via any regional Chinese newspaper! 😉

Sylvermynx · March 2019

I think it did pop up in bright red on patch day in the Announcements. I didn't read it, as I had already prepared myself. And then, I couldn't get the patch to work - TWICE - so had to wait until Saturday to get a stick from a friend with his install folder.

In general, I don't leave anything outstanding anywhere prior to a patch. I played both WoW and RIFT for a decade and a half nearly, and things were very prone to going bollixed. *shrug* It's easier to just do everything one can to minimize potential issues.

Elsonso · March 2019

theyancey wrote: »

3-1 was my son's 48th birthday. I sent him 48K gold. It arrived with no problems. PC/NA.

I just celebrated my 200th birthday. Just sayin'. You know, if you are interested.

witchdoctor wrote: »

I suspect I haven't been getting mails for items sold.

Purchased, yes. But I have only 1 item in my trader (yeah, I'm low volume). I had several the other day. I have neither gotten them returned (listed too soon anyway), nor the proceeds from the sale.

I have not had any problems getting gold through the mail from trader sales.

Angzt · March 2019

Sylvermynx wrote: »

I think it did pop up in bright red on patch day in the Announcements. I didn't read it, as I had already prepared myself. And then, I couldn't get the patch to work - TWICE - so had to wait until Saturday to get a stick from a friend with his install folder.

In general, I don't leave anything outstanding anywhere prior to a patch. I played both WoW and RIFT for a decade and a half nearly, and things were very prone to going bollixed. *shrug* It's easier to just do everything one can to minimize potential issues.

Thanks again for your quick reply!

I did in fact see this bright red announcement underneath the login screen on patch day, although I can by no stretch of the imagination recall to having sensed any such warning of potential item loss or anything similar in that announcement!… However, even if I had – it’d have clearly been too late to do anything about it, as the servers were already offline by then! 😉 Still, my remark concerning potentially insufficient preliminary warning stands.

Sure, it’s always good to be prepared for the worst and unexpected, however this philosophy cannot be a lame excuse for service providers to randomly “bollix” any part of a service and afterwards blame the customer for not having anticipated any of those eventualities!

Sylvermynx · March 2019

Angzt wrote: »

Sylvermynx wrote: »

I think it did pop up in bright red on patch day in the Announcements. I didn't read it, as I had already prepared myself. And then, I couldn't get the patch to work - TWICE - so had to wait until Saturday to get a stick from a friend with his install folder.

In general, I don't leave anything outstanding anywhere prior to a patch. I played both WoW and RIFT for a decade and a half nearly, and things were very prone to going bollixed. *shrug* It's easier to just do everything one can to minimize potential issues.

Thanks again for your quick reply!

I did in fact see this bright red announcement underneath the login screen on patch day, although I can by no stretch of the imagination recall to having sensed any such warning of potential item loss or anything similar in that announcement!… However, even if I had – it’d have clearly been too late to do anything about it, as the servers were already offline by then! 😉 Still, my remark concerning potentially insufficient preliminary warning stands.

Sure, it’s always good to be prepared for the worst and unexpected, however this philosophy cannot be a lame excuse for service providers to randomly “bollix” any part of a service and afterwards blame the customer for not having anticipated any of those eventualities!

Well, I don't by any stretch of the imagination think that ZOS ever stated "there might be loss of attachments" - because no game company ever says any such thing. I've just had all these years in other games, where the stuff the company never said bit me where it hurt sometimes. So now, even though I'm a glass half full optimist.... I just plan for the worst, and if it doesn't happen I'm very pleasantly surprised and extremely happy.

I would like game companies to lay out potential issues in very specific terms - the way drug companies have to tell one about potential side effects.

I - don't see that happening, unfortunately.