kenshindononub18_ESO wrote: »

well its about 3 hours after i put in the request for a call and i havent heard jack.. its like 9pm pacific so i guess im not getting a call. Suppose i'll try again tomorow

They returned my call. 2 days later at 2am, when I specified don't call after midnight. I feel like they are avoiding me. That may not be how it really it, but it's what it makes it feel like.

Just got this:

Greetings!

Thank you for contacting The Elder Scrolls Online Team.

Your ticket has been sent to another department where they can further assist you better than I can. I apologize for the wait please be patient with us.

Thank you for your continued interest and support!

Warm Regards,
The Elder Scrolls Online Team

VertigoTX wrote: »

kenshindononub18_ESO wrote: »

well its about 3 hours after i put in the request for a call and i havent heard jack.. its like 9pm pacific so i guess im not getting a call. Suppose i'll try again tomorow

They returned my call. 2 days later at 2am, when I specified don't call after midnight. I feel like they are avoiding me.

They seriously called you at 2 am!!!! That's awesome

Question Reference # 140416-002790

I lost 20 slots, 900ish gold, and an unknown amount of mats when this bug hit my account. Though I do enjoy having two monkey pets and a plethora of pet crabs I would much rather have room to store said items. I have full trust that this issue will be resolved just wanted to post my reference here. Thanks!

cbrons wrote: »

ANY UPDATE ON THIS ISSUE OR STILL GUNNA SPIT IN OUR FACE BY REMAINING SILENT?

They have... Expected fix this week, dependent on further testing.

EU server here, Explorer's edition, openbeta participant. I suspect that everyone experiencing this have either imperial or explorers edition. Did all you guys also participate in openbeta?

I wanted t refrain from doing this until an official response. But here are my thoughts anyways, make of it what you will, remember I'm just guessing here and it should be taken with a huge grain of salt, but it might increase understanding and prevent rage unsubscribing:

Support are obviously understaffed and not equipped to handle this, development or management might be sitting on all the answers and development might have a hard time tracking down this elusive bug and noone is sure if the items are gonna get brought back or not for various reasons which results in conflicting support info.

The problem with this bug is that the impact is HUGE. Realiticlistically they expected some major bugs upon release but nothing like this. Fixing this entails first locating the source of this database related problem and since the fix will not retroactively restore lost items and gold they will manually have to go through litterally thousands of lines of logs per user (hopefully having an exact search phrase / error code there for the error which makes it much faster) and when finding when it happend manually restore every item and quantity.

I do not know how many people bought the game and how big percentage are affected by this, but let's take an arbitary number like 5 000 ppl. Remember, most ppl don't bother with any forums or might even not know about them, so it is a very low estimate IMO. The workload of this is perhaps 1-2 hours per case (depending on log format and data really, might take just 10 minutes) but let's say 5000 hours of work to fix this after the actual bug is fixed. How many in customer support ppl do they have that are qualified to fix this, well not enough I'm guessing. Fixing it for every user might be very time consuming and other stuff will have to be put on hold.

Since they do not have the staff for this one option is to bring in many outside professinal contractors to fix this, which will be seriously expensive. I cannot even begin to guess the actual cost of this. Another is quck scholing of how to fix this specific issue if possible for larger support teams and have them help out. And the third is to draw the line here and apologize for not being able to restore any items.

Ultimately I think the decission lies with management, how much would it cost to fix this effectively for every user, how much time would it take and what is it's impact on other bugs etc. not being worked on in the meantime? plus how many users are affected and are the potential collateral damage who might end their suscription if not fixed in a satesfactory manner?

Anyways, I'm just a player and know nothing. But have a little more patience and see what happens on Friday, I agree though that not bringing our items back and no compensation would not be a very proper thing to do.

Do customer support people get performance metrics credit for closing incident reports as "solved" even when they're not actually solved? That's an old-fashioned customer support conflict of interest.

Bank space went from 100 to 60. I don't think I lost any items (they spilled into the inventory of an alt for some reason.) Marked as solved - not solved.

Question Reference # 140412-001574
Date Created: 04/12/2014 12:21 AM
Date Last Updated: 04/15/2014 08:21 PM
Status: Solved

Question Reference # 140412-000682
Date Created: 04/12/2014 12:10 AM
Date Last Updated: 04/12/2014 12:04 PM
Status: Solved

Also, customer service responses should not be jokey or cutesie "Oops, some mudcrabs must have gotten into our system!" or "This one sees you got extra Imperial edition items: Score!" They should be polite, serious, and professional. I understand the staff is trying to keep things light and positive, but it also subtly suggests that a paying customer's problem isn't being taken seriously.

@angel01 I'm so sorry.

I've been benched for 4 days now with this skill point nonsense, now getting news that a fix is coming for FUTURE issues on Friday, which is not retroactive. So they basically just told me to GTFO for at least a week and then maybe we'll take a look at your toon.

If I don't receive all skillpoints, all items, and all bank slots back when they finally decide to get around to it, then forget this game. I'll come back in a year when this stuff isnt happening. Make my toon unplayable? Fine, but fix it in a timely manner.. Or at least keep me updated via support emails so it doesn't leave me having to hunt through the forums for answers.

Question Reference # 140411-080171

Date Created: 04/11/2014 11:32 PM
Date Last Updated: 04/14/2014 07:22 PM
Status: Solved


They have done nothing for me...

My ticket may have been closed because this happened over a week ago now. Here's is the number I have in my email:

Question Reference # 140408-079235

I lost 3 bank upgrades and quite a bunch of items on 4/9. I think your support / GM logged it as a bug report and that is all. I don't think anything will be resolved unless this is re-opened

Im sure if it's maked Solved you get added to some hotfix and when the patch goes live to fix this bank issue you will have all your items. I assume they are marking the ticket solved ahead of time but added your name and account to a hotfix.

I could be wrong but some info on this ticket solved issue now would be nice?

Just to make sure I'm part of the bandwagon:

Ticket #140414-123638
100 (or was it 90? now I'm second guessing myself, but whatever...I now have less slots than I had before...next upgrade was 20K+ so, ...?) slots back to 60; something less than 200g (could've been a lot worse); at least SOME of the items made their way back into at least one of my toon's inventory, but not sure about the completeness of that particular mess; Haven't made a comprehensive check but skill points appear to be ok, but if I can find the interest to check, I'll try to ascertain that later.

FYI, this happened right after I upgraded my main toon's inventory bag from 90 to 100 slots, then switched to an alt for some bank management. Haven't done a bank upgrade for many days. Broken quests have been minimal for me (1-2, all resolved at this point), but as an OCD hoarder/crafter, this is the worst possible hit for my particular style of play.

I play games for entertainment and relaxation. While I have received a reasonable amount of the former, I have not received very much of the latter and in fact it's gone the opposite. If I wanted to raise my BP, I'd stop my meds and talk to my son about politics. Yeesh.

I have to wonder at the break down in the launcher today stating that it does not recognize the version of the game. Is it possible the game has been reset to an old version where no one had bank space upgrades? Would this account for having the pre-ordered items returned to our mailing system?

Considering most of these posts happened after the patch, even though the bug was active prior to the patch, could this patch have done the damage to banking slot loss, skill point loss, mount loss behaving as if one had just begun the game prior to any updates being done?

I should have quoted the earlier post by someone who said maybe we should brain storm the problem while we wait.