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Missing Bank Items, Bank Slots, & Skill Points

  • Holycannoli
    Holycannoli
    ✭✭✭✭✭
    ✭✭
    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.
  • Brydion
    Brydion
    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.
  • Tomster
    Tomster
    ✭✭
    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
    Edited by Tomster on April 15, 2014 4:24PM
  • Daggercutter
    Daggercutter
    Soul Shriven
    Same issue lost bank space and items ticket#140413-093611 marked as solved even know nothing was done. Other ticket 140416-073397.
    Edited by Daggercutter on April 16, 2014 4:31PM
  • uzul77
    uzul77
    Soul Shriven
    In the same boat since yesterday (Lost 30 bankslots and the stuff in it) - Incident: 140413-050680
    Edited by uzul77 on April 15, 2014 4:23PM
  • Stonebreath
    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?
  • Saerydoth
    Saerydoth
    ✭✭✭✭
    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).
  • Talixmer
    Talixmer
    Logged my problem on 4/6 and still no fix. Just a bunch of "Greetings Adventurer" emails.

    Ticket #: 140406-039477
    It is the way of our living that is testament to our spirits, and, perhaps, the way we die.
  • Tomster
    Tomster
    ✭✭
    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.
  • andrantos
    andrantos
    ✭✭✭
    It doesn't help that email threads from CS are threaded awkwardly and can be hard to follow.

    I just received a follow up with the canned "thank you for reporting a botter" but it was part of my bank ticket... Not any of the tickets associated with reporting botters.

    Maybe there is an issue with the ticketing system?

    Edited by andrantos on April 15, 2014 5:10PM
  • DDK1
    DDK1
    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
    Edited by DDK1 on April 15, 2014 5:01PM
  • merwanoreb17_ESO
    andrantos wrote: »
    What I would like to see, once the bug is fixed, some sort of in game token to at least put an in-lore spin on what happened.

    Maybe its a quest to solve a bank heist...
    Maybe its ambient npc dialogue or lore book that chronicles troubled banking security...

    M'aiq should at least have something to say about it :smile:

  • nasdaqbergamot
    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.
  • Thol
    Thol
    ✭✭
    My ''Question Reference # 140414-049987'' was also automatically closed even if the issue is not resolved.
  • Tweek
    Tweek
    ✭✭✭
    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.
  • Iarao
    Iarao
    ✭✭✭✭
    fill in those surveys folks. mark everything a 0.
  • Tweek
    Tweek
    ✭✭✭
    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.
  • Tweek
    Tweek
    ✭✭✭
    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.
  • Alvar
    Alvar
    ✭✭✭
    http://forums.elderscrollsonline.com/discussion/64017/everything-in-my-bank-is-gone-deleted-while-playing/p2#Comment_505773
    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
    You can't sprint and use abilities at the same time.
  • Iarao
    Iarao
    ✭✭✭✭
    here is my best guess as to this. to restore EVERYONE'S stuff (as in ALL of it), it will take a lot of manpower as it probably must be done manually, one character at a time (and i have eight). it is manpower that zos is not gonna be willing to pay for (can you say will substantially reduce profits?). they will calculate their perceived loss of their monthly subscribers and factor in which option will least affect their bottom line. if all is not resolved by the end of the month you MUST unsubscribe. they are counting on you to be patient for however long and pay them to DO NOTHING.
    Edited by Iarao on April 15, 2014 5:27PM
  • Willow
    Willow
    ✭✭✭
    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.
    Edited by Willow on April 15, 2014 5:30PM
  • Angushh
    Angushh
    Ok they will "fix" it, but when???

    I cant say for everyone, but its very hard and cost so much time log alts to manege the crafts itens and other stuffs.
  • Vhalkyrie
    Vhalkyrie
    ✭✭✭
    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.
    Edited by Vhalkyrie on April 15, 2014 5:41PM
  • ijRoberts
    ijRoberts
    ✭✭✭
    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.
  • ijRoberts
    ijRoberts
    ✭✭✭
    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.
  • Era
    Era
    a simple reply to peoples open tickets would be good customer relations.......
  • ThingFish
    ThingFish
    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
  • teveze
    teveze
    Soul Shriven
    Its the 8th day that im waiting the missing bank slots to be fixed. Im wondering if its worth waiting....
    Anyway these are my tickets
    140408-004173
    140409-004513
    140409-020749
  • Saerydoth
    Saerydoth
    ✭✭✭✭
    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.
  • 7788b14_ESO
    7788b14_ESO
    ✭✭✭
    I would imagine it takes a lot of time to go through every account and review it's history to see what is missing.
This discussion has been closed.