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(Resolved!!!!) For those of you who were incorrectly suspended (not banned), this is what I did
phaktoryub17_ESO
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********* UPDATE ************
3 hours after I received the phone call I talk about below, my account is back. I never received a phone call or email from the account team. I just tried to log in to see (mostly because I feel everyone's pain with the lack of communication from support) and my account logged right in and I'm back up and running. WOO HOO!.
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My second account was suspended. I noticed it earlier today when I went to empty hireling emails. I am not an item duper or a boss camper or anything else on that account. So understandbly I was upset. I immediately put in a request and requested a call back. I chose the appeal option so I'm not sure why a regular support person called me but this is what I was told
He did not know why my account was suspended but it looked to have been done automatically by a bug. I asked him to undo the suspension and he said HE couldn't. He asked me if I wanted to appeal and I said hell yes but that I didn't understand why I needed to appeal being suspended by a bug. He said that was the process. He told me a different team would be contacting me by email.
So, if you are like me, and you legitimately didn't do anything, do the support call back. Go through the process of the appeal and hopefully get your account back.
To any ZOS employee - This post is not about discussing "punishment" or whatever clause you've closed some people's posts with. This is about helping people who are frustrated about your mistakes and giving them the process that I am currently following to fix it.
Quite frankly, I've watched the video on Youtube about the item duping (the one with stacks of dreugh wax) and I think it's very likely some of you may have been banned just for simply withdrawing a bunch of items from your guild bank. It looks pretty easy to do by accident. But if that is true, they should be able to look what items you "duped" and see you weren't duping like the exploiters were. But if you were clicking quickly to get some crafting mats out of a guild bank before they disappeared, in theory that could be what happened to you. Hell that could be what happened to me.. but if they're suspending me for a bug that I WASN'T exploting, I should have my second account back shortly.. I mean really their logs should be pretty evident about what was "duped" and once a real live person looks at it, things should be fine.
3 hours after I received the phone call I talk about below, my account is back. I never received a phone call or email from the account team. I just tried to log in to see (mostly because I feel everyone's pain with the lack of communication from support) and my account logged right in and I'm back up and running. WOO HOO!.
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My second account was suspended. I noticed it earlier today when I went to empty hireling emails. I am not an item duper or a boss camper or anything else on that account. So understandbly I was upset. I immediately put in a request and requested a call back. I chose the appeal option so I'm not sure why a regular support person called me but this is what I was told
He did not know why my account was suspended but it looked to have been done automatically by a bug. I asked him to undo the suspension and he said HE couldn't. He asked me if I wanted to appeal and I said hell yes but that I didn't understand why I needed to appeal being suspended by a bug. He said that was the process. He told me a different team would be contacting me by email.
So, if you are like me, and you legitimately didn't do anything, do the support call back. Go through the process of the appeal and hopefully get your account back.
To any ZOS employee - This post is not about discussing "punishment" or whatever clause you've closed some people's posts with. This is about helping people who are frustrated about your mistakes and giving them the process that I am currently following to fix it.
Quite frankly, I've watched the video on Youtube about the item duping (the one with stacks of dreugh wax) and I think it's very likely some of you may have been banned just for simply withdrawing a bunch of items from your guild bank. It looks pretty easy to do by accident. But if that is true, they should be able to look what items you "duped" and see you weren't duping like the exploiters were. But if you were clicking quickly to get some crafting mats out of a guild bank before they disappeared, in theory that could be what happened to you. Hell that could be what happened to me.. but if they're suspending me for a bug that I WASN'T exploting, I should have my second account back shortly.. I mean really their logs should be pretty evident about what was "duped" and once a real live person looks at it, things should be fine.
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Tetrasoli✭✭✭Well it's nice to know two important bits of information:
1) It was an automated process.
2) It was a mistake.
A public statement to this effect would help immensely.0 -
phaktoryub17_ESO✭✭✭Well that was just MY case. I don't know about other people. It seems people think that this dupe bug is the only thing they would suspend or ban people for. The reality is there are tons of things they are probably looking at - botting, griefing, minor exploiting, etc. I can't speak for anyone else. I just wanted people to know the process I am following and I will update as I get more informaiton. Hopefully this will help other people.Edited by phaktoryub17_ESO on April 19, 2014 2:22AM1
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NixeosSoul Shrivenyeah my friend got suspended for the same reason. i play in the same room with him and i know he wasnt dooping for sure... they need to repeal immediatley0 -
Well at least this supports what people have been crying out about all night. A bug with the ban bot, pretty bloody concerning but hopefully they do the right thing and fix the incorrectly banned accounts by tomorrow and reimburse the lost time.Edited by l-wilson-1986b16_ESO on April 19, 2014 2:28AM0
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phaktoryub17_ESO✭✭✭l-wilson-1986b16_ESO wrote: »Well at least this supports what people have been crying out about all night. A bug with the ban bot, pretty bloody concerning but at least Zenimax are being consistent.
Personally, like I said above, I think a lot of people got caught in the duping issue, but that the less severe ones were flagged for suspension and not banning. That way they could do a manual review. I mean it will be obvious once a manual review is done for those people. I mean really, who would dupe a couple crafting mats intentionally? or who would dupe a sword that wasn't worth that much so it got dropped in a guild bank? 99.99% of the people who are gonna intentionally dupe are going to go crazy and dupe legendary mats crap. And to the people who are saying people got got billions of gold, I have to throw the BS flag. I watched that video of the guy duping wax's and even a whole stack is only 1300 gold and it wasn't exactly quick to do it. I'm just not buying it.0 -
ZOS_JessicaFolsomCommunity ManagerHey folks, just wanted to add a bit of clarification for the ban we issued today. The ban today was not automated. We do sometimes use automated bans for more black-and-white violations such as gold sellers. That said, we're not immune to mistakes, and will always do what we can to make right on our mistakes. If you feel you were erroneously banned or suspended, we hope you'll contact us so we can review it. We will do reverse bans and suspensions if we find we issued them in error.9 -
Slash8915✭✭✭✭✭ZOS_JessicaFolsom wrote: »Hey folks, just wanted to add a bit of clarification for the ban we issued today. The ban today was not automated. We do sometimes use automated bans for more black-and-white violations such as gold sellers. That said, we're not immune to mistakes, and will always do what we can to make right on our mistakes. If you feel you were erroneously banned or suspended, we hope you'll contact us so we can review it. We will do reverse bans and suspensions if we find we issued them in error.
I hope you're also offering them some sort of compensation. The current bugs are bad enough. Being wrongfully banned on top of that is a pretty big screw up on your part. Especially in the volume it seems to be.4 -
Miezi✭ZOS_JessicaFolsom wrote: »Hey folks, just wanted to add a bit of clarification for the ban we issued today. The ban today was not automated. We do sometimes use automated bans for more black-and-white violations such as gold sellers. That said, we're not immune to mistakes, and will always do what we can to make right on our mistakes. If you feel you were erroneously banned or suspended, we hope you'll contact us so we can review it. We will do reverse bans and suspensions if we find we issued them in error.
So you basically tell us that all the possibly thousands of manual bans were intentional and decided by ZOS employees, right ? Time to fire the whole department, if you ask me - no team that's right in their head could lead to such results... Like this, you will need to add another 10 employees to customer support for each guy working in the "ban department" !
Oh well, thanks for letting this out at least though - these days people might be easier to replace than fixing an automated program, so maybe there's hope for the future.
Edited by Miezi on April 19, 2014 2:50AM4 -
ZOS_JessicaFolsom wrote: »Hey folks, just wanted to add a bit of clarification for the ban we issued today. The ban today was not automated. We do sometimes use automated bans for more black-and-white violations such as gold sellers. That said, we're not immune to mistakes, and will always do what we can to make right on our mistakes. If you feel you were erroneously banned or suspended, we hope you'll contact us so we can review it. We will do reverse bans and suspensions if we find we issued them in error.
Surely it would be very easy to isolate a person who had been duplicating from a person who hadn't, their inventories would be vastly different. The person I know that was banned had in no way participated in any innapropriate activities, and from the outrage before accounts started getting banned, it looks like alot of people (some of whom aren't in guilds) were caught in this net.
If thousands of accounts got banned in a matter of hours via manual process, i'm assuming the resolution process on getting a ban turned round will be similarly speedy? Because with this post that is exactly what I will be expecting.
Watching someone I love get banned for no reason ruining our plans for the evening was bad enough, having my intelligence insulted is worse.
Edited by l-wilson-1986b16_ESO on April 19, 2014 3:05AM1 -
phaktoryub17_ESO✭✭✭ZOS_JessicaFolsom wrote: »Hey folks, just wanted to add a bit of clarification for the ban we issued today. The ban today was not automated. We do sometimes use automated bans for more black-and-white violations such as gold sellers. That said, we're not immune to mistakes, and will always do what we can to make right on our mistakes. If you feel you were erroneously banned or suspended, we hope you'll contact us so we can review it. We will do reverse bans and suspensions if we find we issued them in error.
The accidental suspensions is what this thread is about and encouraging people to go through the calling support process and requesting an appeal. I only put information relevant to my case that I was told and then clarified with the support person who contacted me. I still don't even know why I was suspended because the support person couldn't give me a reason. I specifically asked and he said "I don't know, it looks like a bug". That is a direct quote.
So I will wait for the appeal team to contact me and realize the mistake and unsuspend my account.
I just want all these other people like me to stop wasting time and request phone calls. I did it before I ever even came here to complain. The process takes time and they might as well get started now.0 -
Moobs✭✭✭ZOS_JessicaFolsom wrote: »Hey folks, just wanted to add a bit of clarification for the ban we issued today. The ban today was not automated. We do sometimes use automated bans for more black-and-white violations such as gold sellers. That said, we're not immune to mistakes, and will always do what we can to make right on our mistakes. If you feel you were erroneously banned or suspended, we hope you'll contact us so we can review it. We will do reverse bans and suspensions if we find we issued them in error.
I hope you're also offering them some sort of compensation. The current bugs are bad enough. Being wrongfully banned on top of that is a pretty big screw up on your part. Especially in the volume it seems to be.
its never in the volume it seems to be. People that cheat and exploit are also people who lie. They create a shtstorm on the forums when they're rightfully banned.
I'm sure there's a couple who have been wrongfully banned as well but I guarantee this is a minority.4 -
LadyChaos✭✭✭✭you guys call for a response and a forum admin puts her neck out gives you an answer and you jump her stuff like its candy.. then you ask why they don't answer individual requests...
not everyone is innocent, take it to private tells/CS reports so CS/forum admin time is focused appropriately, please..sincerely wishing speedy resolutions to your issues.VR2 Ataxia - [NA] Veteran Dominion Sorcerer [Auriel's Bow]
PvP, PvE, Crafting, and General Shenanigans
Sorcery and Mayhem online since 1999
Current PvP Class/Supernatural Census7 -
ZOS_JessicaFolsom wrote: »Hey folks, just wanted to add a bit of clarification for the ban we issued today. The ban today was not automated. We do sometimes use automated bans for more black-and-white violations such as gold sellers. That said, we're not immune to mistakes, and will always do what we can to make right on our mistakes. If you feel you were erroneously banned or suspended, we hope you'll contact us so we can review it. We will do reverse bans and suspensions if we find we issued them in error.
Looking at the forums here and on other sides makes it clear that a major problem happened. I hope that you've escalated this to those in charge of the process.
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phaktoryub17_ESO✭✭✭you guys call for a response and a forum admin puts her neck out gives you an answer and you jump her stuff like its candy.. then you ask why they don't answer individual requests...
not everyone is innocent, take it to private tells/CS reports so CS/forum admin time is focused appropriately, please..sincerely wishing speedy resolutions to your issues.
I don't feel that I jumped all over her with my response. However, to what you said, it is the Forum employee's jobs to comment on posts and be involved in the foums. That is their job. Their job is also to be the face of the company there and unfortunately to bear the brunt of the frustration in the community.1 -
phaktoryub17_ESO✭✭✭psharrad_ESO wrote: »Got my callback, now waiting for the review.
That's awesome!!! That is exactly what this post was for, not for trolls like @Moobs0 -
LadyChaos, you realize you're just fanning the flames by patronizingly replying to every single thread about this, don't you?2
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you guys call for a response and a forum admin puts her neck out gives you an answer and you jump her stuff like its candy.. then you ask why they don't answer individual requests...
not everyone is innocent, take it to private tells/CS reports so CS/forum admin time is focused appropriately, please..sincerely wishing speedy resolutions to your issues.
We did ask for a response, you are correct. But I have to ask how all those accounts got banned in such a short space of time yet appealing a ban may take days. Basically it's telling us it takes them seconds to ban your account and hours to investigate if that ban was even justified. I don't even know how they could ban so many accounts in that space of time without some automated support.
It doesn't bring me comfort, or prove to me that support is doing right by its community. My partner hasn't had a response to his ticket in over 5 hours yet hundreds of people posted they had been banned within 5 minutes of one another. The maths just don't add up.
Edited by l-wilson-1986b16_ESO on April 19, 2014 3:00AM3 -
Moobs✭✭✭phaktoryub17_ESO wrote: »psharrad_ESO wrote: »Got my callback, now waiting for the review.
That's awesome!!! That is exactly what this post was for, not for trolls like @Moobs
truth hurts2 -
phaktoryub17_ESO✭✭✭l-wilson-1986b16_ESO wrote: »you guys call for a response and a forum admin puts her neck out gives you an answer and you jump her stuff like its candy.. then you ask why they don't answer individual requests...
not everyone is innocent, take it to private tells/CS reports so CS/forum admin time is focused appropriately, please..sincerely wishing speedy resolutions to your issues.
We did ask for a response, you are correct. But I have to ask how all those accounts got banned in such a short space of time yet appealing a ban may take days. Basically it's telling us it takes them seconds to ban your account and hours to investigate if that ban was even justified. I don't even know how they could ban so many accounts in that space of time without some automated support.
It doesn't bring me comfort, or prove to me that support is doing right by its community. It's about time laws changed to hold internet games more accountable for how they treat their clientelle.
You can't ban that many people that quick without using tools. There is something automated in there even if it's only SQL query (or whatever DB tool they use) to report back a yes or no on a duped item. There were automated tools involved. The ban or suspend button may have been pushing by a person, but you can't go through millions of accounts that quickly without automate tools. Any IT guy worth his salt could tell you that.0 -
Knottypine✭✭✭
If there were a substantial number of bans manually entered by ZOS employees that turned out to be erroneous, then I would have to agree with what you said. Who knows what they are basing their bans on, whether it was just on duping or otherwise.So you basically tell us that all the possibly thousands of manual bans were intentional and decided by ZOS employees, right ? Time to fire the whole department, if you ask me - no team that's right in their head could lead to such results...
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Talarias✭ZOS_JessicaFolsom wrote: »we hope you'll contact us so we can review it.
Honestly what good does it do to contact support when all your agents seem to want to do is role-play and not give the customer an actual answer when you submit a ticket?
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phaktoryub17_ESO✭✭✭phaktoryub17_ESO wrote: »psharrad_ESO wrote: »Got my callback, now waiting for the review.
That's awesome!!! That is exactly what this post was for, not for trolls like @Moobs
truth hurts
Well fortunately for us the truth is proving to be on our side and proving you to be a troll. Go elsewhere.Edited by phaktoryub17_ESO on April 19, 2014 3:02AM1 -
phaktoryub17_ESO wrote: »l-wilson-1986b16_ESO wrote: »you guys call for a response and a forum admin puts her neck out gives you an answer and you jump her stuff like its candy.. then you ask why they don't answer individual requests...
not everyone is innocent, take it to private tells/CS reports so CS/forum admin time is focused appropriately, please..sincerely wishing speedy resolutions to your issues.
We did ask for a response, you are correct. But I have to ask how all those accounts got banned in such a short space of time yet appealing a ban may take days. Basically it's telling us it takes them seconds to ban your account and hours to investigate if that ban was even justified. I don't even know how they could ban so many accounts in that space of time without some automated support.
It doesn't bring me comfort, or prove to me that support is doing right by its community. It's about time laws changed to hold internet games more accountable for how they treat their clientelle.
You can't ban that many people that quick without using tools. There is something automated in there even if it's only SQL query (or whatever DB tool they use) to report back a yes or no on a duped item. There were automated tools involved. The ban or suspend button may have been pushing by a person, but you can't go through millions of accounts that quickly without automate tools. Any IT guy worth his salt could tell you that.
Yea I know, i'm a developer and I knew instantly roughly how they would detect a duper, and also that my husband would be banned because Zenimax sent him duplicate CE items, thus flagging him. I was correct about him getting banned (I got him out of bed to check) the second I saw the damn posts. Now our easter weekend is ruined by a bug that has gone on since early access.
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Jadeviper1974✭✭✭ZOS_JessicaFolsom wrote: »Hey folks, just wanted to add a bit of clarification for the ban we issued today. The ban today was not automated. We do sometimes use automated bans for more black-and-white violations such as gold sellers. That said, we're not immune to mistakes, and will always do what we can to make right on our mistakes. If you feel you were erroneously banned or suspended, we hope you'll contact us so we can review it. We will do reverse bans and suspensions if we find we issued them in error.
Thank you for the clarification, Jessica. Some folks seem to mistake a forum modiratior for an in game GM or dev and don't seem to realize that "screaming" at you is pretty useless.What is written above are my honest opinions. If you agree then; "Great!" If you disagree; "Great!" I really couldn't care less either way.2 -
pjlietz✭ZOS_JessicaFolsom wrote: »Hey folks, just wanted to add a bit of clarification for the ban we issued today. The ban today was not automated. We do sometimes use automated bans for more black-and-white violations such as gold sellers. That said, we're not immune to mistakes, and will always do what we can to make right on our mistakes. If you feel you were erroneously banned or suspended, we hope you'll contact us so we can review it. We will do reverse bans and suspensions if we find we issued them in error.
Ya I was 'one' of the mistakenly banned people. It's sad there was no communication and took me 24 hours of fighting to get my account back. What compensation will we get? Nothing I bet...
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