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Missing Bank Items, Bank Slots, & Skill Points
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Imryll✭✭✭✭✭Tigger62077 wrote: »Dealing with pissy people isn't easy.
But they could convert a fair number of us from "pissy" to "regretting that we can't play as normal" by answering questions like: what should we do if we've received no response from Support. Do we assume that our ticket is gone astray and submit a duplicate or should we hold tight and have faith? Is there any way to check a ticket's status via its number? Clearly, some folks are getting responses, even if those responses don't involve actual solutions, and others aren't. What's the difference? I think that level of transparency should be achievable, so we know if there's something we should be doing to ensure that we're not placed at the end of the queue and told, "Well, if you wanted help, you should have ..." down the road. I'm not pissy about the bug, but I am starting to be annoyed by the lack of communication.
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Lizardo✭Hopefully they are close to a resolution.
Just got this from CS: (though I'm going to expect this is the response anyone who reports this will get from CS)
"Thank you for contacting us.
We are aware that some customers are encountering this issue and have already reported it to the development team.
We expect the issue to be addressed in an upcoming patch.
Deep apologies for the inconvenience - please bear with us as we work on a resolution."0 -
J_kar✭✭✭Yikes, got hit by this bug as well. Lost all my bank upgrades and some items. I know I lost my stack of embroidery (blue clothing items), but the problem is ofc I do not know what else I am missing as no one keeps track of the contents of their bank. Very serious issue this...0
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Daendur✭✭✭
I can tell you what to do.Tigger62077 wrote: »Dealing with pissy people isn't easy.
But they could convert a fair number of us from "pissy" to "regretting that we can't play as normal" by answering questions like: what should we do if we've received no response from Support. Do we assume that our ticket is gone astray and submit a duplicate or should we hold tight and have faith? Is there any way to check a ticket's status via its number? Clearly, some folks are getting responses, even if those responses don't involve actual solutions, and others aren't. What's the difference? I think that level of transparency should be achievable, so we know if there's something we should be doing to ensure that we're not placed at the end of the queue and told, "Well, if you wanted help, you should have ..." down the road. I'm not pissy about the bug, but I am starting to be annoyed by the lack of communication.
Submit a ticket.
Wait.
After they announce the fix is up, wait a couple of days, check if evertything is ok.
If not, submit a ticket.
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I have been waiting restore of bank slots and items some days now. Ticket was marked as solved. Last question about my ticket I made 15th april.
Question Reference # 140414-082452
Date Last Updated: 04/15/2014 06:24 AM
Status: Solved
I was swapping to mule char also when noticed bank slots resetted and reseived new explorer pack and monkey.
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Willow✭✭✭They give us a thread to gripe in and hope we stay here. Kind of like putting sponge bob on the tv and hoping the kids will stay in that one spot.
I really doubt they are even reading this thread at this point.
BTW my bank problem is still unresolved. I already left my ticket number and you should have it if you have read this thread.1 -
SirPwyll✭Observations so far having been hit by this multiple times. This appears to be resetting the status of your account. When the bug hits, account wide status is reset, triggering a bank reset to default (60 slots, no gold and showing it initially as being empty), resending the SE items via mail, and resetting the flag that allows you to skip the initial Cold Harbor zone for new alts. It doesn't appear to affect your characters (I suspect that the skill reset bug is a different issue). Logging into another character seems to force a partial reset, so your items try to restore themselves, filling up the bank (if you lost slots) with the overflow going to character inventory if you have sufficient space. I don't know what happens if you don't have that character inventory space. Money seems to disappear.
Given that, I'd suggest that it remains safe to use the bank, but don't buy any upgrades. If you have bought extra slots make sure you have alts with sufficient inventory space to absorb items if those slots disappear. Don't store money in the bank. If you need to transfer money to another character, do so in several smaller amounts, taking it out each time, to limit your potential loss.0 -
kewl✭✭✭✭✭
✭@Glissando My thoughts exactly. Perhaps losing revenue will shock ZOS into fixing issues that have been present since beta.
indeed human beings generally work better when they are highly stressed.
This would be easier for everybody to swallow if they just communicated with us.
When the community raged about static starting zones. ZOS responded with AMAs and many public announcements. Then they fixed it.
When the community raged about the API. ZOS responded with AMAs and many public announcements. Then they fixed it.
Now we're dealing with real issues. ZOS has responded with no AMAs and no public announcements. And they have yet to fix it.2 -
Imryll✭✭✭✭✭
I can tell you what to do.Tigger62077 wrote: »Dealing with pissy people isn't easy.
But they could convert a fair number of us from "pissy" to "regretting that we can't play as normal" by answering questions like: what should we do if we've received no response from Support. Do we assume that our ticket is gone astray and submit a duplicate or should we hold tight and have faith? Is there any way to check a ticket's status via its number? Clearly, some folks are getting responses, even if those responses don't involve actual solutions, and others aren't. What's the difference? I think that level of transparency should be achievable, so we know if there's something we should be doing to ensure that we're not placed at the end of the queue and told, "Well, if you wanted help, you should have ..." down the road. I'm not pissy about the bug, but I am starting to be annoyed by the lack of communication.
Submit a ticket.
Wait.
After they announce the fix is up, wait a couple of days, check if evertything is ok.
If not, submit a ticket.
This is basically what I've done. I appreciate that you concur with my choices thus far, but still hope for official confirmation or denial that this approach will result in my receiving best service.0 -
Daendur✭✭✭@Glissando My thoughts exactly. Perhaps losing revenue will shock ZOS into fixing issues that have been present since beta.
indeed human beings generally work better when they are highly stressed.
This would be easier for everybody to swallow if they just communicated with us.
When the community raged about static starting zones. ZOS responded with AMAs and many public announcements. Then they fixed it.
When the community raged about the API. ZOS responded with AMAs and many public announcements. Then they fixed it.
Now we're dealing with real issues. ZOS has responded with no AMAs and no public announcements. And they have yet to fix it.
They said they are investigating and they will fix it. I think a "we are still investigating and not fixed it yet" announcement would be pretty useless and the only good announcement will be "we found the bug and fixed it" but to do that they have to actually find the bug and fix it.0 -
Hrithmus✭✭✭I still have not got this bank bug. From what i have been reading do people have more then 1 toon? When you log out do you wait the full 10 seconds and close out correctly? What type of internet connection do you have? Did you have alot of bank upgrades?
I see alot of people bitching about they lost stuff but fail to include the events that happened the day before and when they loged in? Do you switch toons alot in one session when you play? If the bank bugs out (Does that from time to time and also the guild store) do you click like mad over and over again?
If we can get someone to include the events on what happened and what they did it may help....The posts that say "I LOST ALL MY ITEMS. TICKET NUMBER IS 20192001. I HATE THIS DUMB GAME!!!!!" do not helpEdited by Hrithmus on April 17, 2014 1:51PM0 -
Altairien✭✭✭They give us a thread to gripe in and hope we stay here. Kind of like putting sponge bob on the tv and hoping the kids will stay in that one spot.
I really doubt they are even reading this thread at this point.
I was just thinking something similar. ZOS ( @ZOS_JessicaFolsom ) starts this thread, then ignores it for days and well over 1000 posts. They don't even bother to post links here to what little information they've posted elsewhere concerning this issue. ZOS leaves it to customers to do the linking and offer possible explanations on their poor word choices.
I certainly can't think of any way they could display indifference to their (soon to be ex-)customers more than they have, but perhaps they'll show me a way before this is over.
Btw, I still haven't subbed (still retaining my 30 days), but I'm now seriously considering asking for a full refund of the game for myself and my wife. While this technical issue will (hopefully) be resolved soon, I'm starting to doubt the lackluster community/customer support will be fixed soon, if ever. If this is how they react when this many customers are seriously impacted, how will they react when it's only a small portion of the player base that is severely impacted? I shudder to think about it.2 -
wolfguard101✭✭✭After finally on,5th try i got callback at 6 am today which of course i missed they then called again at 9 am. the cs rep stated their will be a patch on this friday maintenance to stop the issue occurring anymore. He could not confirm if we will also have any items bank slots or gold restored he believed it may work that way but couldnt confirm that fact. So patch after maintenance will fix bank bug and if your missing stuff is not restored ensure tickets are continued or resubmit new ones cross referencing any previous. Good luck to us all
Edited by wolfguard101 on April 17, 2014 2:05PM3 -
Hrithmus✭✭✭wolfguard101 wrote: »After finally on,5th try i got callback at 6 am today which of course i missed they then called again at 9 am. the cs rep stated their will be a patch on friday maintenance to stop the issue occurring anymore. He could not confirm if we will also have any items bank slots or gold restored he believed it may work that way but couldnt confirm that fact. So patch after maintenance will fix bank bug and if your missing stuff is not restored ensure tickets are continued or resubmit new ones cross referencing any previous. Good luck to us all
Did he say when the patch would be? Tomorrow?
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kewl✭✭✭✭✭
✭@Glissando My thoughts exactly. Perhaps losing revenue will shock ZOS into fixing issues that have been present since beta.
indeed human beings generally work better when they are highly stressed.
This would be easier for everybody to swallow if they just communicated with us.
When the community raged about static starting zones. ZOS responded with AMAs and many public announcements. Then they fixed it.
When the community raged about the API. ZOS responded with AMAs and many public announcements. Then they fixed it.
Now we're dealing with real issues. ZOS has responded with no AMAs and no public announcements. And they have yet to fix it.
They said they are investigating and they will fix it. I think a "we are still investigating and not fixed it yet" announcement would be pretty useless and the only good announcement will be "we found the bug and fixed it" but to do that they have to actually find the bug and fix it.
Thing is, I don't need to see a, "We found the bug and fixed it" announcement. Many of us here love the game and can accept that it has bugs. We just want to believe that ZOS is hearing us and making our concerns a top priority.
What we've gotten instead is: no communication, uninformative communication and conflicting information. Downright bad customer service that inspires no confidence at all.Edited by kewl on April 17, 2014 2:05PM1 -
gladen5rwb17_ESO✭✭✭Status: Customer reply required. !!! Are you kidding me. This was my third attempt to get a straight answer and to get my ticket as NOT SOLVED. Instead, you want ME to reply to you saying what? Copy and paste this and send it back perhaps?
Response By Email (Willisha) (04/17/2014 09:40 AM)
Greetings!
Thank you for contacting The Elder Scrolls Online Team.
Thank you for contacting us. We are aware that some customers are encountering this issue and have already reported it to the development team. Currently we are not giving back gold and items that are lost.
Until further notice we expect the issue to be addressed in an upcoming patch. Deep apologies for the inconvenience - please bear with us as we work on a resolution.
Warm Regards,
The Elder Scrolls Online Team
Customer By CSS Web (04/17/2014 09:28 AM)
Hello,
I am going to start again with a new petition because I am not getting the answer I am asking for.
I am aware that you Customer Support have let the developer people know that there is a bug with the banking system and that bank slots, items and gold are missing. I know that there is going to be a patch to fix this banking problem from continuing to happen.
I have lost 5,000 gold
Lost bank upgrade to 100 back to 60
I do not care about items lost as I cannot prove what was missing.
My questions are:
Will I get my lost bank upgrades back?
Will I get my money back?
Are you able to replace any lost items via your data information?
If so, how will this be done. Via the patch (which I doubt) or will we have to put in a petition after the patch is done and await further assistance for retrieval of lost goods and sundry or have our goods and sundry been lost and are irretrievable?
I would very much appreciate an honest and forthright response.
Thank you.
Question Reference # 140417-045835
Date Created: 04/17/2014 09:28 AM
Date Last Updated: 04/17/2014 09:40 AM
Status: Customer Reply Required
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Lizardo✭Just read this on the known issues list. So it seems they are close to a resolution. Though since it says that its not retroactive, I assume that means we won't be getting out items or space back. Which is completely ridiculous.ZOS_GinaBruno wrote: »[*] Missing Bank Slots, Stored Items, Gold, and Skill Points – We have a fix we’re currently testing. If all goes well, we will push it out this week. Please be aware that the fix will not be retroactive. Active thread about this issue here.
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skaught.simmons_ESOSoul Shriven" Currently we are not giving back gold and items that are lost." wow....just...wow
Subscriptions will be cancelled.
This is not how you treat your customers who have faith in a solution that will address this problem from the masses. I get the slippery slope here but this issue is fully documented and should not have made it to release.
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Mujuro✭✭✭✭" Currently we are not giving back gold and items that are lost." wow....just...wow
I'd like ZOS to reconcile this against Jessica Folsom's earlier statement here:ZOS_JessicaFolsom wrote: »We’ll be pushing a new patch during our regularly scheduled maintenance time tomorrow. The full patch notes will be available during the maintenance period, but we wanted to share the highlights with you now since they were a direct result of your feedback:
...
Missing Bank Slots, Stored Bank Items, and Skill Points – We're continuing to investigate the issue, and are working on a fix now. As soon as the fix is ready, we will push it out to the live megaservers. Please note: This may result in a second maintenance this week and when we do push the fix, it will not be retroactive. Know that we want to make this right for all impacted—we’re still exploring options to help those who have stored items/gold, and bank slots go missing.
...
Thank you for continuing to share your feedback and concerns with us. We’ll continue to read and listen, and update you on known issues and their status.
This is troubling, particularly given the fact that ZOS refused to acknowledge the issue until considerable time after it had been reported (I reported on 5 April, and understand that some even reported this during beta). Even more troubling is that ZOS didn't bother to put out an announcement of the issue, resulting in even more people being impacted (new reports still appear to come in daily).
Edited by Mujuro on April 17, 2014 2:27PM3 -
" Currently we are not giving back gold and items that are lost." I don't believe it! I didn't expect to hear that! No only all the bugs that are affecting all of us are a pain in the neck, if it wasn't enough, now we got a punch in the face! This is a major blow for every single one of us if they don't compensate anything related to that issue. Certainly, it will be cause of lots and lots of unsubs from now on, including myself. Man, really, I'm utterly disappointed, I'm trying not to believe that they told you this, it can't be true! I hope they DO something to compensate all of us. otherwise, no more ESO for me.
My ticket: Incident: 140415-049688
• Date Created: 04/15/2014 10:28 PM
• Date Last Updated: 04/17/2014 04:45 AM
• Status: Customer Reply Required
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This is what I think of their lack of attention to this situation.
Elder Scrolls Online
Member Since November 20, 2013
Account Status
Active - Cancelled
The game lacks in storage space to begin with so their solution is to take away purchased bank slots with the items in the bank. I've played plenty of Betas and subscribed to many MMOs and survived and understood the issues involved with them. This is just plain ridiculous. The inconsistency in response and the extremely low priority to respond to keep the people paying them informed is irresponsible. This is what gets people fired. ZOS you're fired! I wish I could get my money back. I had faith in this game and bought the Imperial edition. what a waste.
Nahte 26 - Sorcerer DPS
Rebma VR1 - DK Tank
Eener 20 - Sorcerer/Dedicated Crafter1 -
skaught.simmons_ESOSoul ShrivenTicket # 140416-007263
Still not resolved. Sitting at 60 bank slots and I could care less about the items.
Replace my bank inventory space.
At this point in time, you might as well bump that 60 DEFAULT number up to 100 because this bug is on you.Edited by skaught.simmons_ESO on April 17, 2014 2:40PM1 -
Salmonleap✭✭✭DAY 5 since the server rip and still no resolution.
Ticket # 140413-000655
Sheesh. Not to make light of your situation, but how about DAY 17 and no resolution?
Question Reference # 140404-020856
Question Reference # 140412-005360Beware he who would deny you access to information for in his heart he dreams himself your master. -- Pravin Lal2 -
Daendur✭✭✭Thing is, I don't need to see a, "We found the bug and fixed it" announcement. Many of us here love the game and can accept that it has bugs. We just want to believe that ZOS is hearing us and making our concerns a top priority.
What we've gotten instead is: no communication, uninformative communication and conflicting information. Downright bad customer service that inspires no confidence at all.
sorry, i really don't get it.
There are over 1000 post of angry ppl, multiple post for each person saying the same thing over and over again.
What kind of communication do you think should be aceptable except a "problem solved" ?
I don't think they can come here and say "no, pls don't cancel your subscriptions".
Btw the "status: solved" could really mislead people.1 -
gladen5rwb17_ESO wrote: »"Currently we are not giving back gold and items that are lost."
My interpretation of this is that "Currently" (meaning right now-today-before the bug is fixed) they are not restoring gold and items.
After the bug is fixed they can deal with making things right, as Jessica Folsom has indicated, is their intention.
Again, my interpretation.
Edited by mellingerab14_ESO on April 17, 2014 2:49PM2 -
Well that is obvious. I don't want my item back before the fix is actually deployed. There is no point on taking the risk to loose them one more time." Currently we are not giving back gold and items that are lost." wow....just...wow
That being said it is confusing. They should have said:
Currently we are not giving back gold and items that are lost before the fix is deployed.
At least I hope so...2 -
Ulfvar✭I got hit by this on monday. Just got an update which says my issue is now resolved.Response By Email (Meghan) (04/17/2014 10:43 AM)
Greetings Adventurer!
Thank you for contacting us. We are aware that some customers are encountering this issue and have already reported it to the development team.
We expect the issue to be addressed in an upcoming patch. Deep apologies for the inconvenience and any frustration - please bear with us as we work on a resolution.
Thank you for your continued interest and support!
Warm Regards,
Kenzie
The Elder Scrolls Online Team
Issue is not resolved! [Incident: 140414-078349]
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Semirhage✭✭I finally came here today to find out what is going on. I have filed 2 different online bugs, and actually never received a single email. Yet I have received countless others for reporting broken quests/reporting gold farmers.
This really is a game stopper since I do not want to waste money on more bank slots if I am going to lose them again, and I have also lost a lot of gold in the purchases. As with others I don't care about the items I may of lost.. I just want the gold back to buy my bank space back.
I haven't even opened the secondary mails I received with the duplicate starting items, so they can take those back as well.. but please something needs to be done.
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This discussion has been closed.