Mails sent after the patch are missing non-gold attachments

Logicbomb00 · March 2019

I'm so sorry to hear of your woes and seemingly wasted time (add that to the bill please ZOS) Angzt.

I'm left wondering what is worse......

Not knowing what you lost and getting such ridiculous responses OR

Knowing what you lost and telling them and simply getting ignored (my case). They simply WILL NOT answer me in any shape or form even after 5 follow up mails to the ticket.

As it is I've un-subbed after 4 + years so I'm completely missing out on the TG/DB event tickets without ESO+ (my choice), another person has left my Guild because my service to them is now suffering after such a devastating loss of items, and I barely even log in anymore. That going from a daily player that invested a good few hours each day NOT playing but actually just trying to enrich the game for 475+ other players. Sorry to those people. I feel really awful.

DisgracefulMind · March 2019

I cannot believe we haven't had an answer OR an explanation for any of this, yet ZoS went and fixed the bug, but refuses to compensate their players that this affected??? So you admit that you did something wrong, but refuse to right the wrongs you did to your customers in the process. How is this justified?

This is just ridiculous, unprofessional, and disgusting at this point. We've been patiently waiting weeks for your company to sort out their problems, while you continue to ignore us because it seems that's the easier route, correct?

There are people who lost hundreds of millions of gold and items, time and effort they've spent into this game and helping the community, and this is how ZoS treats those individuals?

Not just that, you could at least tell us off, but instead you think it's better to try to sweep it under the rug and not even bother to give us a response like any company with decency and respect to their customers would.

@ZOS_GinaBruno @ZOS_JessicaFolsom @ZOS_SarahHecker

Cendrillion21 · March 2019

I don't see how I can recommend this game to anyone anymore considering how my friends and guild mates are being treated. This isn't going away, ZOS, and fair compensation for these folks would go a long way towards restoring confidence.

SantieClaws · March 2019

This one needs to first check with the sender but believes it is possible another item went missing yesterday...

Yours with paws
Santie Claws

Dorrino · March 2019

Chiming in to help with addressing this issue.

About 4mil ap worth of items that i mail was lost in the described way.

Logicbomb00 · March 2019

BUMPED PRIORITY ONE

IwakuraLain42 · March 2019

"See no evil, hear no evil, speak no evil"

Sorry, but this is the normal ZOS modus operandi on topics that are to complicated, bothersome or irritating. They will simply just ignore you until you go away. I've not seen many companies with such bad communications or customer support.

They screwed this up and really can't be bothered to agree to it or give a meaningful compensation for their mistakes, instead they try to shift the blame on the customer.

gw2only1b14_ESO · March 2019

Yea lost a bunch as well

Giobonello · March 2019

I lost hireling stuff. Not that big of a deal, but I understand the others' lost some big items.

Eyllora · March 2019

I sent tickets from both my accounts, about losing items. So did my boyfriend. As asked here, we also answered to this topic giving the ticket number of our reports. No news from anyone since. I wouldn't say that I'm surprised. Both my boyfriend and I cancelled our sub 1 or two months ago, and when such bug happens, we've at least the compensation of not financially supporting this game anymore. And we did support it for years, as many friends who stopped their sub recently for same reasons.

Greifenherz · March 2019

I think I have the same bug or a variation of it? Nothing of the items I have picked up or received since today's maintenance (that's ~4 hours worth of loot) is in my inventory. I didn't bother to check until just now, but I was growing increasingly puzzled about how I could loot so much without my inventory getting full. I only noticed when I bought stuff in the auction house, received the note and then wanted to use it that my inventory is in the same state I left it when logging out yesterday. So...I just burned a lot of money on the auction house?

Edit: Nevermind, apparently one of the addons flagged as up to date bugged out the inventory! Haha :'D Crisis averted!

Ostacia · March 2019

@Greifenherz - Which add-on, please? I logged on just now and only have 7 items out of 148 in my regular inventory...quite the jolt.

ETA: It was CraftStore. Phew...thought I'd lost all my feathers and berries and gold sets and and *hyperventilates*

Anslay · March 2019

I still haven't gotten any of my issues resolved and not even an additional response to update after my last request. No items refunded in gold or actual items missing. Just some 0 voucher writs that are useless.

@ZOS_SarahHecker @ZOS_GinaBruno @ZOS_JessicaFolsom

Ixtyr · March 2019

@ZOS_GinaBruno mentioned that they're aware of this and Support is going through to manually handle each ticket, but it's taking them a while to get through the tickets.

Would still love an official comment to confirm, but it's at least known and I'm told it's being addressed.

Hasn't impacted me that I'm aware of, but hopefully everyone gets their issues resolved and items returned soon.

ZOS_SarahHecker · March 2019

Hey all,

Our support team has been working its way through the tickets, but most of them have been addressed by now. Please double check email/spam folder and if you still haven't received a response let us know. If you are waiting for a response to your most recent update then please keep in mind it can take a day or two to receive a reply.

Thank you again for your patience here.

Ixtyr · March 2019

Thanks Sarah.

Logicbomb00 · March 2019

Nope. Nuttin.

It has now been over 2 weeks with nuttin.

I am SO scared to even log in today after maintenance. What else will / could be wrong? Have I lost even MORE today?? fingers crossed!!

@Bethesdapleasereclaimyourgame

Anslay · March 2019

ZOS_SarahHecker wrote: »

Hey all,

Our support team has been working its way through the tickets, but most of them have been addressed by now.

Really? Granted my sample set is small, but I know 3 people that had this happen and none of them including myself have received a resolution.

It's been almost 2 weeks since this happened and we're going on 10 days since the last response I got from Customer Service saying that this was being investigated. My last update request was completely ignored. No, a response didn't go to my spam folder. Is my ticket still open? Are we sure they didn't close it when they sent me those 0 voucher writs? Can you check? I sent a request for an update on this ticket on March 5th and never received a response, so that has also been more than "a day or two."

This was the last update I got:

Question Reference # 190225-003246

Date Created: 02/25/2019 08:11 PM
Date Last Updated: 03/01/2019 05:06 PM

Status: Waiting on Agent
Message Log:
The Elder Scrolls Online Team response on 03/01/2019 05:06 PM
Greetings

Thank you for contacting The Elder Scrolls Online Team. We are sorry to hear that you recently experienced issues with your in-game mail. We are still investigating the issue and will follow up with you as quickly as possible.

Best Regards,
The Elder Scrolls Online Team

@ZOS_SarahHecker @ZOS_GinaBruno

ZOS_SarahHecker · March 2019

Anslay wrote: »

ZOS_SarahHecker wrote: »

Hey all,

Our support team has been working its way through the tickets, but most of them have been addressed by now.

Really? Granted my sample set is small, but I know 3 people that had this happen and none of them including myself have received a resolution.

It's been almost 2 weeks since this happened and we're going on 10 days since the last response I got from Customer Service saying that this was being investigated. My last update request was completely ignored. No, a response didn't go to my spam folder. Is my ticket still open? Are we sure they didn't close it when they sent me those 0 voucher writs? Can you check? I sent a request for an update on this ticket on March 5th and never received a response, so that has also been more than "a day or two."

This was the last update I got:

Question Reference # 190225-003246

Date Created: 02/25/2019 08:11 PM
Date Last Updated: 03/01/2019 05:06 PM

Status: Waiting on Agent
Message Log:
The Elder Scrolls Online Team response on 03/01/2019 05:06 PM
Greetings

Thank you for contacting The Elder Scrolls Online Team. We are sorry to hear that you recently experienced issues with your in-game mail. We are still investigating the issue and will follow up with you as quickly as possible.

Best Regards,
The Elder Scrolls Online Team

@ZOS_SarahHecker @ZOS_GinaBruno

Sent you a PM.

Angzt · March 2019

ZOS_SarahHecker wrote: »

Anslay wrote: »

ZOS_SarahHecker wrote: »

Hey all,

Our support team has been working its way through the tickets, but most of them have been addressed by now.

Really? Granted my sample set is small, but I know 3 people that had this happen and none of them including myself have received a resolution.

It's been almost 2 weeks since this happened and we're going on 10 days since the last response I got from Customer Service saying that this was being investigated. My last update request was completely ignored. No, a response didn't go to my spam folder. Is my ticket still open? Are we sure they didn't close it when they sent me those 0 voucher writs? Can you check? I sent a request for an update on this ticket on March 5th and never received a response, so that has also been more than "a day or two."

This was the last update I got:

Question Reference # 190225-003246

Date Created: 02/25/2019 08:11 PM
Date Last Updated: 03/01/2019 05:06 PM

Status: Waiting on Agent
Message Log:
The Elder Scrolls Online Team response on 03/01/2019 05:06 PM
Greetings

Thank you for contacting The Elder Scrolls Online Team. We are sorry to hear that you recently experienced issues with your in-game mail. We are still investigating the issue and will follow up with you as quickly as possible.

Best Regards,
The Elder Scrolls Online Team

@ZOS_SarahHecker @ZOS_GinaBruno

Sent you a PM.

@ZOS_SarahHecker

Could you please look into ticket no. "190227-003099" as well!? I really feel like I won’t get an answer to my last reply (from 3 days ago), because apparently the responsible support team member considers my issue to be solved!... However, as I clearly pointed out in my last reply, it is definitely not!...

Thanks very much in advance!

DisgracefulMind · March 2019

ZOS_SarahHecker wrote: »

Hey all,

Our support team has been working its way through the tickets, but most of them have been addressed by now. Please double check email/spam folder and if you still haven't received a response let us know. If you are waiting for a response to your most recent update then please keep in mind it can take a day or two to receive a reply.

Thank you again for your patience here.

There is nothing in my spam folder, nothing in my email.

13 days without a response. Has my ticket been closed? Has Logic's been closed?

NeptuneTide · March 2019

I've submitted two tickets in game on 2/27 (190227-003966) and 3/5 (190305-001855). Haven't rec'd a response for either. Not sure if they went through, lost, ignored, closed...all very frustrating. Submitted another ticket tonight...Ticket #190311-004181 has been submitted. Please let me know if I'm missing something or need to submit a ticket in a SPECIFIC way.

EDIT: Honestly, I'm so frustrated with this, I'm ready to give up. How is everyone else submitting their tickets to where you're actually getting a response? I've managed to find my /bug tickets in support, but they've been closed. The one I submitted tonight, has "been collected and will be passed on to our development team."

@ZOS_SarahHecker @ZOS_GinaBruno

Ysarie · March 2019

ZOS_SarahHecker wrote: »

Hey all,

Our support team has been working its way through the tickets, but most of them have been addressed by now. Please double check email/spam folder and if you still haven't received a response let us know. If you are waiting for a response to your most recent update then please keep in mind it can take a day or two to receive a reply.

Thank you again for your patience here.

LOLnope

I’m in a major trading guild, with a LOT of people who got hit by this. The majority have heard nothing. A small fraction got “compensated” by being given a bunch of broken master writs (no item, no vouchers) or apparently random items (lost attachment was calandra stones, replacement was collection of trees). Exactly one person was made whole.

This bug hit your most connected players the most. Major guild leaders, people who sell a lot of stuff, people who *interact* a lot and form community hubs. People with multiple ESO+ accounts who transfer stuff back and forth between them using the mail system. I haven’t seen some of them since a few days after the patch, when it started to look like CS was going to screw up harder than the devs (Blaming the victims guys? Really? They should have known to read “login may be slow if you have lots of stuff” as “we may delete your stuff for grins and giggles”?).

And then the silence. Have the grace to apologize, explain how this happened, and what procedures (testing) you’ve put in place to make sure it never happens again. Then lay out what process you’re using to make people whole: what category of report they should file, how long they should expect to wait, and how you’re computing what you’ll return, how to actually get a response if they seem to be falling through the cracks (aka “we’re working on reports from day 1, if you filed by then you should have a response, if not contact X). This is how competent companies deal with screwing up customer data. Edit : and for the love of god sticky it so people can find it.

Fix your ish before some of the most networked people in this game finally get fed up and walk, which will cascade through their friends and guild mates and leave ESO worse off.

Anslay · March 2019

I received this communication from support today:

Hello,

"Thank you for contacting The Elder Scrolls Online Team. My name is Brad and I am an Escalations Agent here with the Support Team. I am sorry for the confusion, it appears the most recent response never went out.

We were unable to replace the items due to a technical limitation, but we went ahead and replaced the gold. 572,000 gold was applied to your nightblade Anslay last week. We have to apply gold directly to the character, not in the mail or anything, so it may have gone unnoticed at the time.

Thanks again, and if you continue to have issues, please feel free to let us know.

Best Regards,

Brad - Escalations
The Elder Scrolls Online Team"

This doesn't cover all that was missing, but it's the largest chunk. I also have to trust that something actually happened last week, which while the communications have been poor, I don't believe they'd lie. I very much appreciate @ZOS_SarahHecker for taking the time to follow-up for us as I'm confident that she's the only reason I received the above. Certainly more evidence or timely communication would have made me feel better because I clearly didn't notice, but receiving this today was admittedly reassuring.

I'll consider the donations to my guild in Master Writs a loss since I specifically asked about those and received the above response, but hey, I have those "collector" 0 voucher writs in their place.

I really hope that others are taken care of very soon. I'll bow out of my personal battle and accept that I received back less than was lost in addition to all the headache. Oh how we get conditioned, eh?

Cendrillion21 · March 2019

I'm very glad you got a response and something back, Anslay, but I still think the 0 voucher writs thing is BS

Hoping everyone affected gets *some* compensation soon.

Anslay · March 2019

Logic was also compensated with some amount. I'm updating on his behalf (for those following).

Hoping the rest are resolved already or will be shortly.

DisgracefulMind · March 2019

Just updating:

I, as well, got a small compensation. While I could have made easily over a million gold from my 5-6millionish AP, I was given 200k as compensation. It's not really what anything is worth, but I didn't expect to get anything at all, so I guess that's great.

Thank you @ZOS_SarahHecker for pushing our tickets, I think you're the only reason why we've gotten any response at all.

Jules · March 2019

@ZOS_SarahHecker

Hey, I just wanted to drop a line about my missing items as well.
I had about 10 mails filled with ALL new life charity writs that were sent between my two accounts and all of them are now missing. This was about 50 charity writs that I had stockpiled in hopes they would some day be worth something. I didn't take screenshots of this but I'm positive they were there. They are not in any guild banks, banks, other mails, characters, nothing.

I did submit a ticket but have not yet heard back.