Thanks very much turbine

[darthtidgit]

got this e-mail today and all i can say is thanks for sorting it out, it was an unexpected error and at least you tried


Greetings,



This email is being sent in response to your inquiry about your Codemasters characters being transferred onto a different Turbine subscription than you were expecting. We have completed our research into the “wrong subscription” issue that is affecting some European players and their characters transferred from the European servers. Due to the nature of the error, we are unable to move your characters between existing US subscriptions or accounts. This is a service that we have never been able to process for existing US/Turbine characters, and now that the your characters have been integrated onto Turbine subscriptions, we are also unable to move them between subscriptions or accounts. We apologize for the inconvenience this may cause, and ask that you review the following information for further assistance:

To help players affected by this issue, we will be granting an additional 5000 Turbine points to their subscription. You may choose whether the points are granted to the subscription the characters transferred onto, or to another subscription. For an expedited response and point grant, please be sure to respond or submit an inquiry by following the directions below by the 7th of December 2010 at the latest. Inquiries submitted on and after the 8th of December 2010 will continue to be reviewed, but will not receive expedited processing.



If you are responding prior to the 7th of December 2010…

1. Please respond to this email with the following:

Username of the account you want the points added to

The first 5 characters of your Transition Key

Subscription Nickname that you want the points added to.

Your subscription nickname can be found on the Account Management website. If you have multiple DDO subscriptions, it is also the name that you select when logging into the game before you select a server.

Simply log in and scroll down to your DDO subscription area.

The Subscription Nickname will be listed at the top of each subscription in a Blue, Green or Gold bar, depending on the status of the account (Free, Premium or VIP respectively).

You can change your Subscription Nicknames here by clicking the “Edit Nickname” link in the colored bar.

2. You will receive an email update once the points have been added to the subscription of your choice.





If you respond after the 7th of December 2010)…

please follow these directions:
1. Submit a new web inquiry to Account Management by completing the form found by clicking here!
2. Enter the Username of the account that you want the points added to in the Username field.

3. Select "Downtime Inquiry" as your Type of Issue

4. In the Subject field enter the First 5 characters of your Transition key and the Subscription Nickname that you want the points added to.

Your subscription nickname can be found on the Account Management website. If you have multiple DDO subscriptions, it is also the name that you select when logging into the game before you select a server.

Simply log in and scroll down to your DDO subscription area.

The Subscription Nickname will be listed at the top of each subscription in a Blue, Green or Gold bar, depending on the status of the account (Free, Premium or VIP respectively).

You can change your Subscription Nicknames here by clicking the “Edit Nickname” link in the colored bar.

5. In the Description, simply note that your European characters were transferred to the wrong subscription.

6. You will receive an email update once the points have been added to the subscription of your choice.



We look forward to hearing from you,

DDO Unlimited Support

Please do not use AcctManagement@Turbine.com to submit other direct account inquiries, as it is not usually monitored. Other inquiries sent to this address, or replies sent after the 7th of December 2010 will not receive a response.

[Eurydice]

Are you really happy, darth? I would prefer it if they could at least put all the toons into one account. 5k points do not compare with the money and points we lost during this month of no information. :S

Anyway, at least there is SOME compensation and if people think it's enough I'm cool. I just don't think it is... :(

[Ssmooth]

So what your are saying happened is that your characters might have been transferred to some one's account and they might have access to your toons?

Or did they get sent to a 'new' account that only you have access to?

Either way, that really sucks. You pay good money and something like this happens. I'm not sure 5k tp would be enough for me. I don't see how that can make up for an error of this magnitude.

[DukeP]

Thanks You tried?

You do know that:
1) If you followed the FAQ and the Emails to the letter, You would still be in this situation?
2) If Turbine had at the very least checked to see if duplicate subscriptions existed, this could have been cleared?
3) Whaat? They can move from Off server - but not within? Really? Not lying, lying pants on fire?
4) Server transfers where possible and common on the EU servers - ALL my characters had been moved once before due to server consolidation- Codemasters are better at this than Turbine? Really?

And finally:

That if you follow THIS letter - to the letter (sic) - You will get this responce:
"AcctManagement to me

show details 10:28 PM (2 minutes ago)

PLEASE NOTE THAT THIS MAILBOX IS NOT MONITORED FOR INCOMING MAIL.

PLEASE DO NOT REPLY TO THIS EMAIL AS THIS MAILBOX IS NOT MONITORED FOR RESPONSES."

REALLY? I mean REALLY?

Thanks?

[darthtidgit]

Are you really happy, darth? I would prefer it if they could at least put all the toons into one account. 5k points do not compare with the money and points we lost during this month of no information. :S

Anyway, at least there is SOME compensation and if people think it's enough I'm cool. I just don't think it is... :(

i don't mind for the simple reason, we got our euro toons where as codemasters would have binned them if turbine hadnt stepped in, i know some people had higher toons on their other subs but i play both subs now.
i know some people are unhappy about the decision that they cant move the toons on to one account but they didn't have to give us 5000tp either

[amethystdragon]

4) Server transfers where possible and common on the EU servers - ALL my characters had been moved once before due to server consolidation- Codemasters are better at this than Turbine? Really?



They are not talking about transfering toons from one server to another, because Turbine and will do that. They are talking about transfering toons from one account to another account, and doubt that code masters would have ever don anything like that.

[Eurydice]

I understand all these and you may be right. I just hope that in a month they won't magically "find a way to transfer toons between accounts/subs for $100"...

[darthtidgit]

thats quite true hehe and i would be the first person to be miffed

[Victorie]

This information is also posted here (http://forums.ddo.com/showpost.php?p=3445745&postcount=2), for anyone who didn't get an email.

DukeP (and everyone else) I can assure you that even though you received that auto-response, emails sent in response to the message that darthtidgit originally posted will be taken care of.

Eurydice, I can assure you that won't happen. (Also, you guys wouldn't be the only ones upset - some of the US players have been asking for that feature/service for years.)

[DukeP]

Fair enough Victorie.

I am no database expert, so obviously I cannot evaluate the difficulties involved.
As a non-expert, moving from one server to another seems really identical to moving from one subscription to another.

~~DukeP~~

[Eurydice]

Is there at least the possibility to transfer turbine points from a sub to another? I got a big bundle two days ago on the account I thought my toons would be transferred to and I'd like to use them on the account that my toons seem to be stuck forever (if possible)...

[DukeP]

Is there at least the possibility to transfer turbine points from a sub to another? I got a big bundle two days ago on the account I thought my toons would be transferred to and I'd like to use them on the account that my toons seem to be stuck forever (if possible)...

I think thats the reason we are been given 5000 points on the right subscription - to compensate.

~~DukeP~~

[darthtidgit]

in the e-mail with the reply instructions it tels you to put the subscription name down where you want the points to be allocated too, naturally i want them on the sub all my euro toons are on so i can re purchase the unlocks i had on the original account, in the long run tho i have 2 subs with identical unlocks and an extra choice of character slots to use.
there is the phrase in the e-mail where it instructs you to name the subscription
If you are responding prior to the 7th of December 2010…

1. Please respond to this email with the following:

Username of the account you want the points added to

The first 5 characters of your Transition Key

Subscription Nickname that you want the points added to.

Your subscription nickname can be found on the Account Management website. If you have multiple DDO subscriptions, it is also the name that you select when logging into the game before you select a server.

Simply log in and scroll down to your DDO subscription area.

The Subscription Nickname will be listed at the top of each subscription in a Blue, Green or Gold bar, depending on the status of the account (Free, Premium or VIP respectively).

You can change your Subscription Nicknames here by clicking the “Edit Nickname” link in the colored bar.

2. You will receive an email update once the points have been added to the subscription of your choice

[Arlathen]

This is absolutely pitiful. Im truly astonished this is the result of a month of waiting.

I'm definitly not running multiple subs for Turbine to get twice as much cash from me for future Account options and adventure packs. I've paid for all the options already - I'm not doing it all again on a redundant subscription.

So thanks Turbine for a bucket of nothing, this is one 'lifetime' member who is sorely annoyed.

In fact, you guys are worse off than me in some respects. I weighed up my US characters on both my 'proper' sub and my two EU characters on my 'needs to be removed' sub, and well, I'm just gonna have to re-roll the EU characters.

:mad:

[testing1234]

actually think darthtidgit is not being sarcastic not completely sure but close

[darthtidgit]

not being sarcastic at all, just being honest, i am one of the people affected by this debarcle, i was hoping for them to merge the points or at least refund us the turbine points, the second option they actually went for, i am both dissapointed but greatfull that they gave us compensation of some sort for their tool so badly cocking up so its bot :( and :D from me

[Norius]

Just one easy question ... Turbine will proccess a new load of euro characters in this month,,,,Why don't add our base characters and Keys to this new bach ?

Sorry I am enginer ( Mechanical), I has been trained to find solutions and this one seems easy to me,,,if it works perfect, we will have an unused account with no packs, no slot,,,no une will use. If, not....wath we can loos ?


Puntos of Thelanis.

[testing1234]

Just one easy question ... Turbine will proccess a new load of euro characters in this month,,,,Why don't add our base characters and Keys to this new bach ?

Sorry I am enginer ( Mechanical), I has been trained to find solutions and this one seems easy to me,,,if it works perfect, we will have an unused account with no packs, no slot,,,no une will use. If, not....wath we can loos ?


Puntos of Thelanis.

in the email i got when reading between the lines got the impression they were simply giving up to much work for to few customers, trow some TP and hope that makes a couple of customers happy.
could be wrong and they are incompetent rather then lazy but its one of those.

[ShotByBothSides]

in the email i got when reading between the lines got the impression they were simply giving up to much work for to few customers, trow some TP and hope that makes a couple of customers happy.
could be wrong and they are incompetent rather then lazy but its one of those.

Your first option seems closest to the truth to me; it seems to be a business, and not a technical decision being made here.

[Razcar]

When I got my characters there was a 1st level wizard there called something like "Ljklkjsjkskdk". I do not remember making such a character at all. I was hoping it might be a bank toon from some platfarmers that was accidentaly put on my account, filled to with tomes, plat and large ings, but alas he had absolutely nothing.

(If this was someone elses character, I'm sorry to say that "Ljklkjsjkskdk" is now in toon-heaven. Should take you about 30 seconds to recreate him though :))

[Victorie]

Hey guys,

The process we're using to move characters from the European accounts and servers is not one that we can use to move characters between Turbine servers. The system was not originally created with tech to support moving characters between accounts or subscriptions. It is not something that is currently technically possible, and we don't expect that the tech to support that sort of move to be added (at least not any time remotely soon).

Victorie

[Melkkous]

@Victorie

Hi and sorry for my english.

I have reply to the mail saying that I want the the 5000pts in the same sub where my EU character have landed.

This morning I used some of the transfer gift Turbine Points tu buy 10 character slots. 297pts each.

Before to buy these slots I had 5300tp. (5250+50) Used 2970 for character slots.

Can you say how now I have only 50pts left? And not 2330pts?

You where supposed to give me 5000pts and not take back my Turbine Points.

[Eurydice]

@Victorie

Hi and sorry for my english.

I have reply to the mail saying that I want the the 5000pts in the same sub where my EU character have landed.

This morning I used some of the transfer gift Turbine Points tu buy 10 character slots. 297pts each.

Before to buy these slots I had 5300tp. (5250+50) Used 2970 for character slots.

Can you say how now I have only 50pts left? And not 2330pts?

You where supposed to give me 5000pts and not take back my Turbine Points.


Many people have lost TPs today. One og them was me. When I logged out this afternoon, I had ~2000 points at least. When I logged back in I had 350. Had to buy
a bundle cause I wanted to go for an Abbot, I did, my points went up to 1900 and after the purchase AND after the purchase of the Desert pack, they are still at 1900. I have no idea what's going on...

[Norius]

Miss or Mr Victorie.

In your first post about the wrong account problem, you say that people that has NOT yet ussed the tool, will receive special instrucctions to avoid the trouble,,,, So it seems your tech people has found a way to avoid it,, isn't it ?

So, let us use the tool again, following this special instructions should work. An it has nothing to do with tranfers from account to ascount. If it works, we will have a mirror acount, with a copy of the chars, but for most of the players, this account has no use,,, even 5000 tp is barely enought to buy slots, shared bank and not many more.....

Also, the comodity that your company sells is to use our "free" time with a game that we like,,,, I don't care for a mirror acount,, nor invest my time in it, probably other customers will do the same.


Thanks, and Sorry i am not native english.

Punto of Thelanis

[Victorie]

We are aware of reports from players that they are missing points. We're researching this issue. I'll post tomorrow with an update.


Norius, I'm sorry, but we can't use the method that we used to move characters from the European servers between the US servers. And once they've been added to a US server, we can't add them again to a different one.

[darthtidgit]

can i ask you victorie how long it will be before we recieve the points after we reply to the e-mail, i replied 2 nights ago when i got the mail

[ShenDragon]

I lost all my points all 5250. This is bad form. Give to take away.

[5h4ne]

Lost my points that Turbine gave out as part of the EU transfer.

They were free anyway, but I was planning on spending them on some of the december deals.

I think I'd be a whole lot more peeved if I'd actually bought them and then they'd disappeared- that's not on...

[SirShen]

Lost my points that Turbine gave out as part of the EU transfer.

They were free anyway, but I was planning on spending them on some of the december deals.

I think I'd be a whole lot more peeved if I'd actually bought them and then they'd disappeared- that's not on...

That shouldnt matter if you bought them or got them for free. We were promised them and now they have taken them away. If there was a 1 month spend or loose them they should have let us know before now.

[Victorie]

Please see this sticky thread (http://forums.ddo.com/showthread.php?t=289469) for points information.

[5h4ne]

cool, thanks for the update :)

[darthtidgit]

i will ask the question again as it seems the points problem hijacked the thread a bit, once the e-mail has been respnded too how long will it take for the points to be granted to the players that had the characters sent to the wrong sub!