that's a bummer.

i think it's a feature than a bug actually

Sylvermynx wrote: »

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.

Word! That's exactly my point! Though, having warned us is precisely what support claimed ZOS would have "explicitly" done before rolling out the patch in their reply to my ticket!...

"[...] 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. [...]"

So, it's obviously a) a lame excuse and b) has simply not been the case!

Sylvermynx wrote: »

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.

I don’t see that happening either!

Sure, I get that... Fair enough - it is always good to calculate on others' potential slings and arrows... sad but true! However - imho, support now turning the tables and blaming the customer for not having anticipated any random eventuality cannot a) seriously be based on such a vaguely presumed philosophy and b) be an appropriate reaction to their very own failure!

green_villain wrote: »

Looks like a fairly difficult task to me!... Or maybe the task is to find out what they want you to craft!... Considering it a trial you must, young Padawan!

Well, just checked my email and here we go!...

Fyi, I of course sent a response to the latest reply regarding my initial ticket and i. a. asked for further info on where I have supposedly been “explicitly” informed about potentially losing mail and stuff as a result of the latest patch.

So, lemme update you on my latest reply from customer support regarding this issue. Preface: this and all my further posts are not intended to blame or bash the support team or any of its members for anything – those guys are only doing their job and are certainly bound by designated rules of procedure – that’s a fairly usual thing. I just want to shed light upon this issue and by that help to avoid future ones!

Anyways, here’s what their latest reply says (quickly translated):

---
"Greetings,

This was implied in the official announcements and most recently on the official support page, which can be found at "hilfe.elderscrollsonline.com/track/AvN8hgpNDv8Q~XYfGgQe~yKQ0Z0qZy75Mv9k~zj~PP_t"

At the moment there is only the article concerning patch 21 for consoles, which will receive their patches on Tuesday. Therein, the problem with the mail is not addressed, because the bug has been fixed.

I'm sorry about the equipment, generally I'm sorry for the whole thing, and I wish I could easily restore the items, but unfortunately, I cannot. Also, I cannot create the items out of "nothing".

As for the banking system, I believe that you did not use it as a bank, this warning is just a general one we issue, as it may happen, especially in the case of updates, that mail gets corrupted. Especially when databases and equipment are revised.

Basically, I would ALWAYS recommend that you take all your mail immediately.

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

"This was implied in the official announcements and most recently on the official support page, which can be found at "hilfe.elderscrollsonline.com/track/AvN8hgpNDv8Q~XYfGgQe~yKQ0Z0qZy75Mv9k~zj~PP_t" "
-> Okay, totally my fault – didn’t read between the lines! Shame on me! Anyway, I’d really like to check, but the URL is… I don’t know… not available!? Does anybody know what official announcements they’re talking about or where I can find this ominous support page? Thanks in advance!...

Anyways - bottom line is: always expect the unexpected! Be aware guys that you better always empty your ingame mailbox asap… no wait, rather instantaneously!... in order to avoid chances of accidentally losing any of your stuff!... Better make sure to be able to access your account at all times – let your boss know if necessary and set up alarms throughout the entire night in order to frequently check your ingame mail!... I mean c’mon, that’s something naturally self-evident!… Why would you need to get reminded about that at all!... Um, I’m wondering if this applies to any other system enabling you to attach or store items as well!? Humph, maybe I better sell or disassemble my whole inventory and bank before further patches and updates... just to be on the safe side!… Anyway, thanks very much for the heads-up!

Okay, enough sarcasm!... for today! About an hour later I received another email – some sort of additional apology, offering another compensation. So, fair enough - they’re at least trying to make up for it – that’s a positive turn!

However, I can only hope this whole conversation here helps to avoid the evident reflex of sharing accountability for future bugs like that with the users! That’s really all I want – just cannot accept to get (implicitly) accused of anything I do not bear the merest blame for! That's about it! Namaste guys!

@ZOS_SarahHecker @ZOS_GinaBruno @ZOS_JessicaFolsom

Please, if you guys can help with the above? I responded again to my ticket [Incident: 190225-003246] requesting an update.

This is incredible. The entire game is fundamentally built upon databases - databases that are backed up on a regular basis, and especially so during major updates like this - and customer data is being lost? They can't get it back? Just messages shifting blame to the customer?

Wow this is such a joke. ZOS support actually getting snarky in those replies, wont take responsibility for the error. This is why I asked Gina in that thread about long loading screens if they had contingency plans for loss of items. Obviously there was no response, per usual.

ACCOUNT 01
ticket no# 190227-002716

ACCOUNT 02
ticket no# 190227-002674

Almost 2 weeks now since my ENTIRE mailbox was wiped and other people had similar mail-related problems, and I've done my 3 days of being muted for speaking truths. There's still been no confirmation or reply to my tickets, nor to the 5 e-mails I've sent them. No clarification whether they'll be rectifying or compensating anyone anything for it. Just a whole bunch of buck-passing it seems. So it's coming to seem like they are:

A ) Waiting for people to simply stop paying for and/or playing the game out of frustration and factual evidence that ZOS cares more about dollars than customers (a given by this stage).

B ) Satisfied that people haven't kicked up enough of a stink and will therefore eventually shrug their shoulders with nothing returned or settling for some paltry token.

C ) Seeing that the community as a whole doesn't really care about the minority losing their entire mailbox, millions of gold, having their Guilds decimated and wasting years of their life supporting a company that simply cares just as less.

It has become far too obvious to me over the past 2 weeks that I care far too much about this game and given far too much to its community in direct relation to the carelessness and apathy ZOS has shown in this matter so put me in the (A) category and hopefully those left behind will have better luck in the future.

I got hit by this bug, but it was only for a few mails which I hadn't deleted and which were also obviously buggy in other ways.

Nothing too expensive. Just (white) intricates.

They replaced 3 of the 5 mails with purple intricates - some in a state of disrepair - and said because of "tool limitations" they couldn't "restore" the others so gave me 50k gold instead.

I'm not complaining. The gold is worth more than what I lost. But the fact that they replaced my white intricates with purples and claimed that "tool limitations" prevented them from restoring the others suggests that they haven't actually been able to restore any mail. They're creating new items but seem to be not replacing everything claimed.

My guess is that they've determined they can't recover any of the lost mail and are doing partial replacements as protection against insurance fraud.

MilliMcMonger wrote: »

I was also promised some gold as recompense for other lost items, and while I only looted one of the received mails so far, I cannot see any gold attached to any of the mails.

My money wasn't in any of the mails. It was just in my character's inventory.

Angzt wrote: »

ZOS_SarahHecker wrote: »

Anslay wrote: »

@ZOS_SarahHecker @ZOS_GinaBruno @ZOS_JessicaFolsom

Please, if you guys can help with the above? I responded again to my ticket [Incident: 190225-003246] requesting an update.

We are looking into this. Thank you for letting us know.

If anyone else received writ vouchers with a 0 value, please respond to your ticket with that information.

@ZOS_SarahHecker @ZOS_GinaBruno @ZOS_JessicaFolsom

Any news on this issue so far?

Kind request by the way: could you please share the request with customer support to stop telling customers that any of this is (partly) their own fault, because it is definitively not! People are only using systems the game is enabling them to use in a way they have obviously been intended by its creators. So, IF this accidental glitch is anybody's fault, … well, it is clearly not on the user’s! Thanks very much.

Lemme try again: @ZOS_SarahHecker @ZOS_GinaBruno @ZOS_JessicaFolsom ... any news so far??? May I please get a reply to my request (see above)? Thanks in advance!

What's going on?

Angzt wrote: »

Just received another answer from (German) customer support regarding my latest request. As I'm unfortunately on the go right now, I'm gonna translate and share it with you guys right here later tonight. So, stay tuned!

Only so much for now... the nerve of it!... I was really not happy about all of this, but now I'm totally pissed off!

Sorry – didn’t manage to translate this last reply I received from German customer support as announced by last night. Anyways, now here goes!...

Fyi, I replied to my last answer from customer support by clarifying that I did not – as well as anybody else I know and/or have talked to – see any notification or warning – being implicitly or explicitly – on chances of potentially losing mail and/or items, which however they still insisted on… Furthermore, I emphasized that I believe that they’re sorry for the trouble accrued and that I personally do not put the blame on people from customer support for the original issue itself. I then tried to set the record straight concerning items I miss and of what kind they were as well as trying to estimate their amount and so on. As they had offered me in their last reply to let them know how much gold I’d estimate as a compensation for the equipment I’ve lost, I replied by telling them that I can unfortunately not reliably measure that and would have to take a wild guess, which I don’t want to do. So, I kindly asked them to come up with a compensation they deem to be appropriate by themselves.

However, here’s what I received as a reply by customer support only a couple of minutes later!...

---
“Greetings,

You have just said that you would have used all your crafting writs e. g. to equip your twink with. As measured by the number of crafting writs you had and by transferring the costs associated with only one writ to just about all of your stored items would exceed your assets for crafting them, despite being an impressive amount.

So, you say that you leave the choice of a compensation to us, without making appropriate demands, or even quote something. Well, you have received some of the vouchers without any expenses, which is seen as compensation.

I thank you for your cooperation and can assure you that the problem has been solved, but still ask you to not leave any mail in your mailbox. Whether you have used it as a bank or a storage place or rather not, just does not matter. Right before a big patch, it is not a good idea to let your inbox overflow.

Yours sincerely,
[SUPPORT-TEAM-MEMBER]
The Elder Scrolls Online Team“
---

“You have just said that you would have used all your crafting writs e. g. to equip your twink with.”
-> Erm, no I have not – did nothing but mention that one doesn’t have the choice to use or sell writs anymore if they get compensated with vouchers, nor has one the choice whether to go for the xp of using the writs or not…

“As measured by the number of crafting writs you had and by transferring the costs associated with only one writ to just about all of your stored items would exceed your assets for crafting them, despite being an impressive amount.”
-> This was a lil’ tricky to get, since I had a very hard time understanding what it was supposed to mean. I have no idea from which language those replies get translated to German or by what sort of translator… the German sentence however just didn’t make much sense at first glance. I then figured that it might be supposed to mean that I’d not even own enough mats to craft all of the writs I’ve lost… Well, if that’s the point, it just doesn’t make any sense at all, as it’s simply untrue!... Otherwise, I have just no idea, what this comment is supposed to mean!...

“So, you say that you leave the choice of a compensation to us, without making appropriate demands, or even quote something.”
-> Well yes, I did for the reasons I expounded, such as that “I can unfortunately not reliably measure that and would have to take a wild guess, which I don’t want to do”!...

“Well, you have received some of the vouchers without any expenses, which is seen as compensation.”
-> Wow!... R u serious?... you’re really unbelievable!... How do those vouchers compensate for the equipment I’ve lost?... please explain!

“[…] but still ask you to not leave any mail in your mailbox. Whether you have used it as a bank or a storage place or rather not, just does not matter. Right before a big patch, it is not a good idea to let your inbox overflow.”
-> Again, wow… just wow!... Got it! You mentioned before,... like a couple of times – totally got it! Mailbox can never be trusted and especially not in light of an incoming patch!... Totally got it ffs! How dare I expect the mailbox system to be any reliable and… I don’t know… working!?

“I thank you for your cooperation and can assure you that the problem has been solved, […]”
-> Oh boy, I’m running out of words here… you render me speechless!... @ZOS_SarahHecker @ZOS_GinaBruno @ZOS_JessicaFolsom is this really what customers can expect after all – to be treated like frickin’ parasites – like they’re the problem here!?... And now what? Problem solved – and shut up!?... Seriously!?


As you guys can probably imagine, I took the time again to reply to this latest answer from customer support!... Wondering if I’ll get any answer at all this time!... We’ll see and I’m definitely going to let you guys know!

Logicbomb00 wrote: »

C ) Seeing that the community as a whole doesn't really care about the minority losing their entire mailbox, millions of gold, having their Guilds decimated and wasting years of their life supporting a company that simply cares just as less.

Really sad,... but I'm afraid you may have a point!...