mike_skleinub17_ESO wrote: »

ROFL at unsubbing over lost bank slots. Impacts actual game play not one bit. Make an alt to store extra stuff if nothing else. Annoying yes, but hardly unsub worthy

It's not just bank slots. There's a major database issue that's so bad people are logging in to find other peoples' characters on the select screen.

When asking for customer support and reporting it in game I recieved no reply, not even a generic "Thank you your ticket has been submitted". After reporting it the next day from the website I recieved the generic answer that everybody recieved.

The trouble is that it is not answering any of the critical questions the customers have and links to no knowledge base whatsoever. This is what I'm most annoyed about and probably 90% of others, the lack of information or conflicting information.

Working in IT-support I know the stress is sometimes rough, you can only do one thing at a time and are horribly undermanned and you run around like crazy trying to fix everything and holding all the balls in the air at once. But if you just sat back and thought through it would make things a whole lot easier.

This could easily have been remidied by simply communicating between departments and typing the answers to the following questions for instance first in the post on this topic in this forum here. Then the generic email message could just include the link to this topic, answering in the middle of this topic is not sufficient since most people don't have the time to go through it all to find answers from staff that may or may not exist. Anyways something like this:

Guidelines:
- Should you buy the bank slot upgrade again or not?
- Anything else you should refrain from doing until the bug is fixed?
- Should you even play at all?

Actions:
· Anything special the customer should do to help troubleshooting?

Items & Gold:
· Will lost items and gold be returned?
· Will Gold spent on rebuying upgrades be returned?
· Will lost skillpoints be returned the same or reset?

These questions would also be good if you included to the best of your knowledge.

Status:
· Have you identified the problem?
· Working on fixing it?
· Etc.

Timeline:
· When will the patch be released?

Compensation:
· (How) Will you be compensated for lost time that you paid for in case you should/could not play until it is fixed?

This would have made most people to happily live with a bank of 60 items until it is confirmed to be fixed.

Personally I have not upgraded the bank again and am not sure yet if I have lost up to 20 items or if they are at an alt since I tend to have every slot full in all my characters (my orc alt is named "Hoarder" after all), now I've cleaned up however. Case: 140413-105505, 140414-059324. Thank you, have a nice evening!

Best Regards
Il Khan

In the same boat since yesterday (Lost 30 bankslots and the stuff in it) - Incident: 140413-050680

Tomster wrote: »

When asking for customer support and reporting it in game I recieved no reply, not even a generic "Thank you your ticket has been submitted". After reporting it the next day from the website I recieved the generic answer that everybody recieved.

The trouble is that it is not answering any of the critical questions the customers have and links to no knowledge base whatsoever. This is what I'm most annoyed about and probably 90% of others, the lack of information or conflicting information.

Working in IT-support I know the stress is sometimes rough, you can only do one thing at a time and are horribly undermanned and you run around like crazy trying to fix everything and holding all the balls in the air at once. But if you just sat back and thought through it would make things a whole lot easier.

This could easily have been remidied by simply communicating between departments and typing the answers to the following questions for instance first in the post on this topic in this forum here. Then the generic email message could just include the link to this topic, answering in the middle of this topic is not sufficient since most people don't have the time to go through it all to find answers from staff that may or may not exist. Anyways something like this:

Guidelines:
- Should you buy the bank slot upgrade again or not?
- Anything else you should refrain from doing until the bug is fixed?
- Should you even play at all?

Actions:
· Anything special the customer should do to help troubleshooting?

Items & Gold:
· Will lost items and gold be returned?
· Will Gold spent on rebuying upgrades be returned?
· Will lost skillpoints be returned the same or reset?

These questions would also be good if you included to the best of your knowledge.

Status:
· Have you identified the problem?
· Working on fixing it?
· Etc.

Timeline:
· When will the patch be released?

Compensation:
· (How) Will you be compensated for lost time that you paid for in case you should/could not play until it is fixed?

This would have made most people to happily live with a bank of 60 items until it is confirmed to be fixed.

Personally I have not upgraded the bank again and am not sure yet if I have lost up to 20 items or if they are at an alt since I tend to have every slot full in all my characters (my orc alt is named "Hoarder" after all), now I've cleaned up however. Case: 140413-105505, 140414-059324. Thank you, have a nice evening!

Best Regards
Il Khan

You should continue to play as normal, but DO NOT re-buy bank upgrades. That will just complicate them restoring what you had by confusing the logs. The lost items, gold, and skill points should be returned. The bank slots may or may not be restored directly. It's possible they will restore the slots directly, or they may just give you the amount of gold necessary to re-buy them (after confirming that you had them of course which should not be hard).

Saerydoth wrote: »

You should continue to play as normal, but DO NOT re-buy bank upgrades. That will just complicate them restoring what you had by confusing the logs. The lost items, gold, and skill points should be returned. The bank slots may or may not be restored directly. It's possible they will restore the slots directly, or they may just give you the amount of gold necessary to re-buy them (after confirming that you had them of course which should not be hard).

Thank you very much for the answer, I really appreciate it. But who are you though? (I'm sorry for my ignorance, that was my first post) Are you a Zenimax employee or a helpful player and what is the source of this info? I realize all these "shoulds" myself that you wrote but my point was that noone has really recieved these answers from Zernimax have they? Or are they buried here in this thread?

Official info would be nice which was the´main point of my post. Otherwise we are prone to speculation, broken game, database corruption etc. and do all kinds of "stupid things" both on the forum and in game. Many people have bought the upgrades again for instance, which might not have been the brightest idea if they have lost items.

Lost 2 bank upgrades. The ticket marked as resolved on 4/12, but my bank was not fixed. I have since re-purchased the first bank upgrade. Reference # 140405-044592

nasdaqbergamot wrote: »

Vhalkyrie wrote: »

What is most disturbing to me is the reports that this issue existed in beta and wasn't prioritized before release. Can anyone from closed beta confirm this?

I would like to know the answer to this too.

Brydion wrote: »

I experienced and reported this exact problem during beta. Last week I experienced the problem in live. It seems to me that as much as I enjoy this game, that if it is not presently in a condition suitable for play as intended, then I would be a fool to allow my sub to go into effect. If at some future time the game becomes playable then I can always sub at that time rather than continuing to pour money into it in hopes of the best.

Thank you very much for this information. For me, this puts this on-going, very serious bug in the appropriate context. That this was reported in beta and yet made it to the live, production release of the game on such a large scale (and has remained unresolved since) is VERY disturbing to me. Reaffirms the decision I made to unsubscribe the other day.

mike_skleinub17_ESO wrote: »

ROFL at unsubbing over lost bank slots. Impacts actual game play not one bit. Make an alt to store extra stuff if nothing else. Annoying yes, but hardly unsub worthy

Please try to have some compassion. Some of these people lost more than just slots. Some have lost skill points, their inventory and gear, items, and gold. Try to understand how long support is taking and how bad they wanna play. Then you might feel differently. This is un-sub worthy imo.

mike_skleinub17_ESO wrote: »

ROFL at unsubbing over lost bank slots. Impacts actual game play not one bit. Make an alt to store extra stuff if nothing else. Annoying yes, but hardly unsub worthy

Please try to have some compassion. Some of these people lost more than just slots. Some have lost skill points, their inventory and gear, items, and gold. Try to understand how long support is taking and how bad they wanna play. Then you might feel differently. This is un-sub worthy imo.

http://forums.elderscrollsonline.com/discussion/64017/everything-in-my-bank-is-gone-deleted-while-playing/p2#Comment_505773

Stonebreath wrote: »

Holycannoli wrote: »

mike_skleinub17_ESO wrote: »

ROFL at unsubbing over lost bank slots. Impacts actual game play not one bit. Make an alt to store extra stuff if nothing else. Annoying yes, but hardly unsub worthy

It's not just bank slots. There's a major database issue that's so bad people are logging in to find other peoples' characters on the select screen.

Other people's characters? First I've heard of that. Link?

Was probably referring to this:

http://forums.elderscrollsonline.com/discussion/64017/everything-in-my-bank-is-gone-deleted-while-playing/p2#Comment_505773

Tweek wrote: »

Re-post so nobody does unsubscribe, this issue will be fixed, please do not worry. You will all have your things back, and will be back in Mundus soon.

Hail and well met,

I am sorry I was unable to reach you before the latest callback time. If you would prefer another callback, please let us know when you're going to be available, and the latest we can contact you.

I can address the question regarding the bank glitch. We have identified why it is happening, we have a solution for the next patch and we have tracked down the missing items and gold that were lost. Players should be receiving them via in-game mail once the issue is completely resolved.

I hope I was able to properly address at least one of your questions. Again, I am sorry that we were not able to reach you during normal hours. Please let us know if we can offer further assistance.

I have other cheese-related tasks to perform for milord Sheogorath, I suspect swordplay will be involved, so wish me luck! I hope he doesn't feed me to Skeevers again for saying, "Irregardless".

Email I just received from support on the issue.
TBH...looks very promising.

So confused. Next patch? When? Now , next week? Anyway, it is good to see they have figured out what is causing it.

Tweek wrote: »

Re-post so nobody does unsubscribe, this issue will be fixed, please do not worry. You will all have your things back, and will be back in Mundus soon.

Hail and well met,

I am sorry I was unable to reach you before the latest callback time. If you would prefer another callback, please let us know when you're going to be available, and the latest we can contact you.

I can address the question regarding the bank glitch. We have identified why it is happening, we have a solution for the next patch and we have tracked down the missing items and gold that were lost. Players should be receiving them via in-game mail once the issue is completely resolved.

I hope I was able to properly address at least one of your questions. Again, I am sorry that we were not able to reach you during normal hours. Please let us know if we can offer further assistance.

I have other cheese-related tasks to perform for milord Sheogorath, I suspect swordplay will be involved, so wish me luck! I hope he doesn't feed me to Skeevers again for saying, "Irregardless".

Email I just received from support on the issue.
TBH...looks very promising.

I hate to say it, but I've seen so many conflicting messages from customer support; I'll wait for the official word from ZOS_Jessica or ZOS_Gina on whether this is true. My status stays unsubscribed until the issue is fixed/lost assets restored.

My missing items were found on my main character when I logged in. However, it was quite a shuffle (which included making a new character) just to put them somewhere as there's no way I'm buying upgrades until this is fixed.

But yes, I don't know if the game is safe to play right now. I certainly would hate to spend more time leveling up to eventually find out the character needs to be rolled back or something.

My bank was reset twice (I stopped buying the slots after reading this thread) and last night I received the explorers pack item for the third time. No one needs this many mudcrabs, please help!

140413-133621

Tomster wrote: »

Saerydoth wrote: »

You should continue to play as normal, but DO NOT re-buy bank upgrades. That will just complicate them restoring what you had by confusing the logs. The lost items, gold, and skill points should be returned. The bank slots may or may not be restored directly. It's possible they will restore the slots directly, or they may just give you the amount of gold necessary to re-buy them (after confirming that you had them of course which should not be hard).

Thank you very much for the answer, I really appreciate it. But who are you though? (I'm sorry for my ignorance, that was my first post) Are you a Zenimax employee or a helpful player and what is the source of this info? I realize all these "shoulds" myself that you wrote but my point was that noone has really recieved these answers from Zernimax have they? Or are they buried here in this thread?

Official info would be nice which was the´main point of my post. Otherwise we are prone to speculation, broken game, database corruption etc. and do all kinds of "stupid things" both on the forum and in game. Many people have bought the upgrades again for instance, which might not have been the brightest idea if they have lost items.

Just a helpful player. I've gathered this information from the patch notes, the developer discussion thread about the new patch, and various comments the ZOS moderators have made in threads about this. Plus past experience with MMO's (I played WOW for 8 years), knowing how items and such get restored/etc.