Great TR cache "Fix"

[lostintheswamp]

So after weeks of fighting with support, here's what finally got restored from my many, MANY bugged TRs:

https://i.imgur.com/IVMKmax.jpg

That's 3 random super low-lvl loot gen weapons, a 500 guild renown token(?!), a collapsed portable hole, 2 blood of dragons, some cookies, various dragonshards, and... I don't know what those last 2 things are. I moused over one so you can speculate.

Interestingly enough, I remember using those exact shards during the last few lives for feat-swaps, so that explains those. The portable hole would also be exaplainable(except I spent it, instead of loosing it). I've never used blood of dragons on this char and similarly never had any kind of cookies besides rez cakes.

So there you have it, a bunch of stuff paid in on previous lives, some stuff I'd barely bother to vendor-trash, and two bound-to-character rewards.

No sign of the various rare items or 6 months worth of farmed mats I lost, but, ya know, you can't expect SSG to return the stuff you actually loose, right?


This is after waiting a month and being serially abused by a GM.

I've canceled my sub, no more throwing good money after bad.

[Yamani]

Those items look like the reward list from giant hold favor. Did you try double clicking the "reward" items?

[goodspeed]

theirs probably a bug in quickness of it. They should just lock the character from tring for 24 hours after the initial npc setup.

[Dragavon]

That is just a slap in the face, I understand that you are angry :mad:

[Pyed-Pyper]

I'm interested to discover what the generic 'reward' items are. I would expect something unsatisfying, but maybe they're like the iconic gear boxes, or maybe store points, or even something good. Please keep updating.

[Forzah]

At least you got cookies :D

[kanordog]

WOW

Terrible, guild renown, You can't even keep them in your inv how could you lose them at TR?
So Your BTC raid gear, bags, mats etc are gone and they gave You
the reward list from giant hold favor.

So sad

[blerkington]

This is just terrible. They're really pushing the boundaries in how badly they can treat their customers. Weeks and weeks and all you get is this.

As dispiriting as it is though, don't give up. Apparently some other people who initially got nothing back or were 'helped' like this eventually did better after keeping the pressure on. Keep on trying because, as we've been repeatedly told, this problem is happening to so few people there's really no excuse for not providing top quality help to the tiny minority that who suffer this problem.

I would love to see someone from SSG explain how this is an acceptable outcome. Not only is a potential game-killer for the person affected, if it stops them from playing, it may also stop friends/family members/guildies playing too. It's also a really shocking advertisement, right out in public here, for how little SSG's customers mean to them.

Good luck with it.

[TitusOvid]

bad joke, not funny at all. quit.

[LightBear]

theirs probably a bug in quickness of it. They should just lock the character from tring for 24 hours after the initial npc setup.

Omg, so you're saying that the very thing that's inside an Otto's box is what is causing these resurrect errors?

[Drwaz99]

Jesus. I guess SSG's true colors are really coming through. That's a definitive new low for SSG.

Sorry, OP. That's disgusting, terrible, nonsensical, and incredibly insulting.

[scipiojedi]

So after weeks of fighting with support, here's what finally got restored from my many, MANY bugged TRs:

https://i.imgur.com/IVMKmax.jpg


Alright let's see the Rewards! the anticipation is killing me

[lostintheswamp]

For those that asked, double-clicking the mysterious "reward" just makes it display a rapid cooldown. Was hopping for something moderately interesting, but alas...

[Greantun]

For those that asked, double-clicking the mysterious "reward" just makes it display a rapid cooldown. Was hopping for something moderately interesting, but alas...

I have had one in my bank for quite a while. I can't get rid of it. Tried mailing, dropping, etc.

Any ideas on how to get rid of it?

[Mindos]

I have had one in my bank for quite a while. I can't get rid of it. Tried mailing, dropping, etc.

Any ideas on how to get rid of it?

I guess you could put in a ticket or call a GM. But then they might just give you moar if this thread is an indication...

[lostintheswamp]

My previous experiences have scared me away from using in-game support, permanently. The GMs are allowed to pass out 24 hour account bans if they don't like the questions you ask. Evade a ban = don't talk to in-game support.

I suppose I could open ANOTHER ticket in the external support, wait a week and a half, then open a second ticket after the first one gets auto-closed with no response. My current record is 4 auto-close-no-responses before getting an actual human being to reply - who also auto-closed the ticket.



But as far as getting rid of them... why would you ever want to?! This is the PERFECT useless item! You know the game where someone in group links something, and everyone tries to link something even dumber? This is my key to winning that game forever :D

[Scrapco]

But as far as getting rid of them... why would you ever want to?! This is the PERFECT useless item! You know the game where someone in group links something, and everyone tries to link something even dumber? This is my key to winning that game forever :D

"You already linked that."
"No, I have two of them."

[lostintheswamp]

"You already linked that."
"No, I have two of them."

Lol!



So you know what's really sad/funny about this whole ordeal? with EVERY OTHER CUSTOMER SERVICE organization I have EVER dealt, and this includes Comcast, when you tell them "I had a really bad customer experience with your customer service" they usually respond with "I'm sorry, how can we make it better?"

SSG responds by getting defensive and saying they'll ignore you if you're "abusive" to their CS reps. Abuse can include but is not limited to:
*Asking CS to do their job
*Being angry about poor treatment by CS
*Telling one CS member that another CS rep is doing a bad job
*Especially when it's true

I was told this by a "senior" support rep. So the senior guys cover for the junior guys. As a customer, you literally can't win.

[Mephisto-Helix]

How is this not being addressed SSG. Shameful.

[lostintheswamp]

I've opened so many tickets at this point that they have actually expended more resources refusing to help me than it would have taken to just fix my problem. It is un-frickin-believable.

[Sam-u-r-eye]

I was under the impression that they auto-closed the tickets. [ROFL]
Honestly, PM cordo with a short explanation and then a long log that he can hand off to a manager at CS to take care of you. GL it will take another month at least... =)

[lostintheswamp]

Tried that 2 months ago, no response from either him or the supposed CS manager(who specifically states she responds to PMs).

I DID manage to get a thread locked by cordo once, for complaining bitterly about bad customer service :P am surprised this one has lasted.

[vryxnr]

Tried that 2 months ago, no response from either him or the supposed CS manager(who specifically states she responds to PMs).

I DID manage to get a thread locked by cordo once, for complaining bitterly about bad customer service :P am surprised this one has lasted.

From what I've seen, threads tend to get locked only when the posters within start to break the community guidelines or violate the terms of service, etc. This is usually done by excessive use of foul language, excessive arguing, personal attacks, or threats. (and of course there's the locking of old threads getting necro'ed). I have not seen any of that so far in this thread.

It is a shame that your PM was apparently ignored. No idea why that would happen unless it was a particularly vile PM rife with insults and profanity, but I have no knowledge about the actual details.

Best of luck, and sorry for the bad experiences so far. I hope it never happens me (or anyone for that matter), and that your situation is an anomaly that gets resolved. But if not, at the very least the rest of us will have some inkling of what to expect (which is not much apparently).

[Fedora1]

Any ideas on how to get rid of it?

Do another TR. You'll probably lose them that way. :p

[bracelet]

do another tr. You'll probably lose them that way. :p

lol

[bls904c2]

my linking items were once dual slotted cannith crafted beauties now just jewlery

Ring
https://i.imgur.com/ksu1F8z.jpg

Necklace

https://i.imgur.com/xwrJytW.jpg

Googles

https://i.imgur.com/2K9sTay.jpg

just a reminder of a painful TR with many lost named loot and past lives

i feel your pain sorry to hear of your treatment my treatment not much better

[math92]

So after weeks of fighting with support, here's what finally got restored from my many, MANY bugged TRs:

https://i.imgur.com/IVMKmax.jpg

That's 3 random super low-lvl loot gen weapons, a 500 guild renown token(?!), a collapsed portable hole, 2 blood of dragons, some cookies, various dragonshards, and... I don't know what those last 2 things are. I moused over one so you can speculate.

Interestingly enough, I remember using those exact shards during the last few lives for feat-swaps, so that explains those. The portable hole would also be exaplainable(except I spent it, instead of loosing it). I've never used blood of dragons on this char and similarly never had any kind of cookies besides rez cakes.

So there you have it, a bunch of stuff paid in on previous lives, some stuff I'd barely bother to vendor-trash, and two bound-to-character rewards.

No sign of the various rare items or 6 months worth of farmed mats I lost, but, ya know, you can't expect SSG to return the stuff you actually loose, right?


This is after waiting a month and being serially abused by a GM.

I've canceled my sub, no more throwing good money after bad.


did you racial recincarnated?

[lostintheswamp]

Ouch, that's REALLY unpleasant :(

I fortunately dodged that's bullet; when new CC hit I immediately blanked all my dual-slotted items and re-crafted them; the new items go into shared bank before every TR. Doesn't help much after the fact, here's hoping the bring back the dual-slotted gear!





From what I've seen, threads tend to get locked only when the posters within start to break the community guidelines or violate the terms of service,

Complaining about the poor quality of customer service apparently violates the community guidlines, or so cordo told me. He didn't have time to respond to my PM but he was more than happy to hand me an infraction for being unhappy with the shabby state of CS. There was no swearing or personal attacks, just a whole lot of "I am supper ****ed about this and don't think its ok!" Some all caps. This is the internet after all.




I hope it never happens me (or anyone for that matter), and that your situation is an anomaly that gets resolved. But if not, at the very least the rest of us will have some inkling of what to expect (which is not much apparently).

PRAY you never have to deal with CS. Not only are the in-game GMs terrible, power-mad trolls, their supervisors actually stick up for them. After I had a GM literally trolling me and finally got through to a senior CS rep, he basically told me "We're going to look into the matter, but we can't tell you what we find out, what action we take, or do anything at all to make this up to you including offering any kind of apology". Its NUTS

[lostintheswamp]

did you racial recincarnated?

Nope, regular old heroic TRs. Couple were straight normal TRs and one was TR into an iconic. There was an Epic TR thrown into the mix, but those don't involve the cache.

[bracelet]

my linking items were once dual slotted cannith crafted beauties now just jewlery

Ring
https://i.imgur.com/ksu1F8z.jpg

just a reminder of a painful TR with many lost named loot and past lives

i feel your pain sorry to hear of your treatment my treatment not much better

Oh. That's interesting. A friend once mailed me bracers that looked like that. He had just TR'ed and could not figure out where they had come from. Now I think I know. Is that what happens to all dual slotted items through TR?

[lostintheswamp]

Oh. That's interesting. A friend once mailed me bracers that looked like that. He had just TR'ed and could not figure out where they had come from. Now I think I know. Is that what happens to all dual slotted items through TR?

What he's screenshotted there are just cannith-crafted items(you can craft 3-enchantment items now). What he's saying is they were previously dual-slotted(probably a colorless and a yellow augment slot). After a TR it looks like the augments were destroyed and the items reduced to 1-slot.

Really sad since a dual-slotted item lets you fit 5 different things on the same piece, and they no longer drop. I really like my Con of insightful con with false life, exceptional con, and deathblock.

[bls904c2]

i use lot of cannith crafted items . i probably should have unequiped my items to just show the ring googles and necklace.

but no not all dual slotted goes that way. i had many dual slotted survive the nasty TR. i had approx 28 -30 dual slotted items from doing loot jenga from levels 4-24 at 4 level increments. i currently only have 21 across all my toons.

after i lost a few and had a few turn into the jewelry i move them now through the bank.

the googles are my masters gift and deathblock. I know that because the augments on them still work but going from 4 effects to just 2 not what i had in mind.
the ring is a +6 wis which is kind of cool because it is a level one. it had a +6 wisdom augment in it

i have not figured out what was on the necklace yet thou

[lostintheswamp]

Well the necklace seems to have turned into a slave pits of the undercity necklace. Not sure how that would happen.

I, sadly, will never get any slavers items, since my mats were all most on a TR, part of why I'm so angry. Many months worth of Slavers, TOEE, and thunderholme... gone. The TOEE stuff is the major drag since the heroic blank items are FINALLY coming cheap on the AH. Was all set to make some for a heroic life. The butt-hurt if strong.

[bls904c2]

Well the necklace seems to have turned into a slave pits of the undercity necklace. Not sure how that would happen.

I, sadly, will never get any slavers items, since my mats were all most on a TR, part of why I'm so angry. Many months worth of Slavers, TOEE, and thunderholme... gone. The TOEE stuff is the major drag since the heroic blank items are FINALLY coming cheap on the AH. Was all set to make some for a heroic life. The butt-hurt if strong.

the slave lords necklace is what i have on the necklace next to it was the dual slotted

like i said i should have unequeped the equipment i had on look to the left of the rings and the necklace and the googles. to the left over the inventory page is what im trying to show


edit im not tech savoy so i dont know how to edit crop cut the picture to show what i want to show i can barely do a screen shoot

edit someone helped me with photo shop here is pics

https://i.imgur.com/Ulspn9N.jpg
https://i.imgur.com/8LmrLxY.jpg
https://i.imgur.com/U0jXGgl.jpg

[Captain_Wizbang]

.


..


...

grow up. Making light of this is just pathetic.

As for SSG customer service........................................... .................................................. .................................................. .................................................. .................................................. ...............................reserved comment, TBD

[bracelet]

the slave lords necklace is what i have on the necklace next to it was the dual slotted

like i said i should have unequeped the equipment i had on look to the left of the rings and the necklace and the googles. to the left over the inventory page is what im trying to show


edit im not tech savoy so i dont know how to edit crop cut the picture to show what i want to show i can barely do a screen shoot

edit someone helped me with photo shop here is pics



I understood what you were doing with the original pics. But hopefully the clarification helped others understand. Now I am annoyed. I sold those bracers. No telling what was still on them, and at ML 1. This has potential.

[Fedora1]

grow up. Making light of this is just pathetic.

Some humor makes us laugh at ourselves through identification with another’s plight. It's also a bit of ironic humor in that his current dilemma (how to be rid of those items) could be solved by another bad TR. Pretty sure no one but yourself was offended.

[Captain_Wizbang]

Some humor makes us laugh at ourselves through identification with another’s plight. It's also a bit of ironic humor in that his current dilemma (how to be rid of those items) could be solved by another bad TR. Pretty sure no one but yourself was offended.


Check this out sport, I went through that. I got very little back, What he/she is going through sucks, has it happened to you? If so, you wouldnt post like you did, but because of your post, Im going out on a limb here, you have NOT, SO again, your post was in poor taste, and is trollish.

[Scrapco]

Check this out sport, I went through that. I got very little back, What he/she is going through sucks, has it happened to you? If so, you wouldnt post like you did, but because of your post, Im going out on a limb here, you have NOT, SO again, your post was in poor taste, and is trollish.
Happened to me, and I thought the "TR again" post was hilarious. At a certain point, we have to be able to laugh at this. Of course it sucks, but what can we do? It's becoming increasingly obvious that the opinions and experiences of the players means nothing to the progress of the game. The most popular dev in *years* was an intern. Stuff gets roundly panned on Lama, and goes live as-is. There are entire new trees that don't even get touched. I ran into the LFM bug today where the dialog gets stuck. Didn't bother posting a bug report, because why would I waste *any* time on a 10-year-old bug, let alone the convoluted black hole that's the current reporting system?

So we cry, and we laugh, and people ragequit and wander off, and the game slowly fades away into obscurity. *shrug*

Can I make a joke about the fact that bls can carry 192,000 pounds, or is that off-limits too?

[bls904c2]

you know i never paid attention to how much weight i could carry but that is crazy. that dragon should not be able to push me around like a rag doll.

and i did find the humor in the posts and i laughed i did not find them in poor taste. i would have the first month after the bad TR but you just need to laugh it is a game after all.

[Captain_Wizbang]

Yeah I guess you clowns are right, screw it, this game has "issues" and just laugh it off

[Forzah]

Yeah I guess you clowns are right, screw it, this game has "issues" and just laugh it off

The jokes are aimed at SSG's poor service; not to make humor of the OP.

[Niminae]

Complaining about the poor quality of customer service apparently violates the community guidlines, or so cordo told me. He didn't have time to respond to my PM but he was more than happy to hand me an infraction for being unhappy with the shabby state of CS. There was no swearing or personal attacks, just a whole lot of "I am supper ****ed about this and don't think its ok!" Some all caps. This is the internet after all.

PRAY you never have to deal with CS. Not only are the in-game GMs terrible, power-mad trolls, their supervisors actually stick up for them. After I had a GM literally trolling me and finally got through to a senior CS rep, he basically told me "We're going to look into the matter, but we can't tell you what we find out, what action we take, or do anything at all to make this up to you including offering any kind of apology". Its NUTS

This is really sad. If it is true, and I'm not doubting you OP it's just that this is second hand information to me, it needs to be fixed immediately. Almost every professional company's CS is trained that when customers contact them it isn't to tell them what a wonderful job they are doing. People contact Customer Service because they are a Customer who needs Service. They have already had a bad experience with some product or service of the company and they are looking for someone to correct that experience. It is an inherent part of any CS reps job to remain calm and unflustered (and certainly not to troll the customer, or to tell them that making a complaint about CS is a violation of the community guidelines), engage the customer in a discussion of the details, and then to do what they can to address the issue(s).

But in smaller companies that kind of training and culture is sometimes just missing entirely. I recall the time when the CEO of a small (~200 persons) ISP I worked for asked me to contact an irate customer. I was not in any kind of customer facing role, I managed the NOC. I had never before and I think only once afterwards spoken directly with a customer. But the CEO asked and so of course I did. But first I looked into the CS records. Call log after call log describing how the customer asked for something the CS agent didn't know how to deliver but also didn't want to escalate, almost all ending with "and then he hung up on me." So I call this guy expecting the same, because this was at least a dozen calls and I figure the guy was furious and not going to be easy to engage. So I introduce myself by name and title, tell him I understand that he needs some assistance and that I've read the CS records but that I wasn't able to determine how to assist him, and could he please explain to me what the issue was? So he does, as politely as can be, and I see how I can help him, and tell him so, and promise a delivery date, and that I'll follow up to see that my solution was what he needed, and he again as politely as you please says that's fine, and we end the call. A day or so later I call him to follow up, but I've already checked and know that his issue is resolved, and he says that all is fine, and that was the end of it.

I think sometimes all it takes is someone who can lend an ear to the complaint and either resolve the issue themselves or at least know how to escalate properly to get the issue resolved. The CS at my company was able to escalate to my department, and they knew it, and we had a person on staff during normal business hours (since we were of course a 24x7 operation) stationed at a desk within easy walking distance of CS and tech support and business sales (a lot of paper was used in those days, even in an ISP) specifically to be a junior person who could both eliminate a lot of issues without them having to come to my or my senior staff's attention and also to train the junior NOC staff on how to resolve these kinds of issues. But it was fairly clear from reading the CS logs that the CS agent, always the same one after the first couple records since she was the team lead, had decided that this customer was too rude to deserve assistance. And maybe when he was paying for a service he wasn't receiving his first call into CS wasn't all pleases and thank yous, or maybe when it was his fourth call his temper frayed because no progress was being made and he still wasn't getting what he paid for, but that doesn't mean that he didn't deserve to be served to the best of the CS agent's ability regardless. But in a smaller and less professional company this kind of lesson is often just not learned, and the culture is often not one in which the lesson can or will ever be learned.

Just as a statement of fact, there's a SSG livestream out there, and I do not feel like digging up the specifics since there is nothing like a table of contents or list of discussion topics and I'd have to review many hours of video, but I think it would be within the past 8-12 weeks, where someone asked about the TR losing items issue. And in this livestream Jerry says, in a public forum while speaking to his customers, that most of or many of (since I'm going from memory this is of course a paraphrasing) the people who contact CS about losing items across a TR are just trying to get something for nothing, work the system, etc. This is, in my opinion, something that no representative of a company should ever say publicly, even if it is true. This mindset means that any complaint about losing items is most likely to be looked at as an attempt to scam SSG into giving away items which were never owned/earned in the first place. And that means that any legitimate complaint is far less likely to be taken seriously or investigated thoroughly, because it's just too easy for some lower level employee to take their cues from the community manager or other senior personnel and assume that all such complaints are just a scam. Because if Jerry was more than willing to say this on a recorded livestream, he's probably also more than willing to say this around the office amongst his colleagues, and it's also a reasonable assumption that that this is likely to be something repeated by others of his colleagues around the office as well. All potentially leading to a culture where the customers are always considered to be by default wrong or scammers or cheaters, and so no customer complaints are ever taken seriously.

[Fedora1]

Check this out sport, I went through that. I got very little back, What he/she is going through sucks, has it happened to you? If so, you wouldnt post like you did, but because of your post, Im going out on a limb here, you have NOT, SO again, your post was in poor taste, and is trollish.


Yeah I guess you clowns are right, screw it, this game has "issues" and just laugh it off

Are you done now? By the way, I am not "trolling", and I am not "sport" or "clown" - so cease with the name calling. Direct your pent up anger over the loss of your stuff at the devs or CS. And seriously, if a little joke bothers you that much you would probably be better off avoiding the forums.

[Captain_Wizbang]

.

Has this happened to you? Have you lost items because of a TR?

I dont ask questions twice, but I guess I have to with you. And to put it back at you, if a few funny jibes ruffle your feathers, then maybe the forums aren't a good place for you. Lighten up dude. :cool:

[Drwaz99]

*snip*

This started when they were still Turbine and had gotten exponentially worse now that they set their own rules. But it boils down to either you're a diehard sycophant or you're an enemy. Customer Service seems to respond this way (look at Cordo's comment on the live stream for a glimpse into their studio culture), the forums are moderated this way (look at who's left and the activity in the forums; also the open-ended new community rules (people with criticism are often infracted for them - regardless to how they are phrased - until they are runoff)), and now the game is starting to be produced this way (the pre-order packages).

[Fedora1]

Has this happened to you? Have you lost items because of a TR?

I dont ask questions twice, but I guess I have to with you. And to put it back at you, if a few funny jibes ruffle your feathers, then maybe the forums aren't a good place for you. Lighten up dude. :cool:

Nice try, I am having fun both in the game and on the forums. You're the one turning beet red over a post that was not even directed to you. :D :D :D

[Captain_Wizbang]

Nice try,
you didnt answer the question

[Sweyn]

Has this happened to you? Have you lost items because of a TR?

I dont ask questions twice, but I guess I have to with you. And to put it back at you, if a few funny jibes ruffle your feathers, then maybe the forums aren't a good place for you. Lighten up dude. :cool:

*Tells people to lighten up*
*Gets upset when someone makes a joke*

[Sweyn]

On a serious note, laughing about frustrating things is a healthy way to ease the stress associated with said frustrating things. I don't see anything wrong with that.

[Captain_Wizbang]

On a serious note, .

Losing items via the TR bug is not funny., go ahead and jump on the flaming bandwagon. Ive seen it a thousand times.

There isn't a fix in place yet. just a workaround and a warning system when TR'ing.

Too many people are affected by this, and quite frankly the only people speaking out in the same context as you, most likely have not been affected by the bug.

Im all for a GOOD joke when I see one. I havent yet in this thread.

[Sweyn]

Losing items via the TR bug is not funny.

No one is saying that losing items via the TR bug is funny; you should look at things with a little context instead of taking them at face value.

[Captain_Wizbang]

No one is saying that losing items via the TR bug is funny; .


Leave it at that. ok?

[korgzz_bloodaxe]

I got all my items restored as a result of the fix put in place. They were able to tell me exactly which items I lost and then they were returned next time I logged in.

[Scrapco]

I got all my items restored as a result of the fix put in place. They were able to tell me exactly which items I lost and then they were returned next time I logged in.

You'd think the logical next step is to return them before you log in the first time after a TR.

[korgzz_bloodaxe]

You'd think the logical next step is to return them before you log in the first time after a TR.

The only reason I believe that happened was because I had to log out. Note: I still had to log a ticket. For me the next step is tickets would automatically be logged if they find a difference between the before and after. Then the final step to fix the root cause - which wouldn't be super urgent if everyone got a timely fix like I did.

[Captain_Wizbang]

I got all my items restored as a result of the fix put in place. They were able to tell me exactly which items I lost and then they were returned next time I logged in.


That is outstanding news indeed.

[Niminae]

I got all my items restored as a result of the fix put in place. They were able to tell me exactly which items I lost and then they were returned next time I logged in.

Congratulations! That is great news.

[lostintheswamp]

I got all my items restored as a result of the fix put in place. They were able to tell me exactly which items I lost and then they were returned next time I logged in.

That is great news for you.

Personally, I am still waiting, and will probably give up and quit playing before I get a resolution. It seems there's always somebody there to close a ticket with no response, ban an account, etc; but there's nobody there to actually fix anything.

SSG's attitude is straight up toxic.

If you're paying money for this game, stop now. It can only get worse from here.

[lostintheswamp]

Its hillariously looking back over my tickets, 7 out of 8 were closed with no response. SOME get a follow up "are you satisfied?" survey. Since they have not one FIXED anything, I am not satisfied.

[lostintheswamp]

Here we are bright and early Monday morning; my new ticket on the subject has been open for 4 days, not even an acknowledgement(besides the automated one). I get responses on weekends so I know they've had time. If they follow the standard timeline, I should get it closed with no response in a day or so.

[SerPounce]

I got all my items restored as a result of the fix put in place. They were able to tell me exactly which items I lost and then they were returned next time I logged in.

Good to hear!

[Yamani]

Here we are bright and early Monday morning; my new ticket on the subject has been open for 4 days, not even an acknowledgement(besides the automated one). I get responses on weekends so I know they've had time. If they follow the standard timeline, I should get it closed with no response in a day or so.

So umm, what did you lose? Looking at your equipped gear you still retained some stuff. 2 greensteal items means 6 BTC shards, 1 unbound dopant, and quite a few unbound mats. Also on the 5th tab of your inventory so Im guessing you ran a life with losing everything so even possible those 3 junk weapons came from chests. But I could just be over analyzing everything, I'm just a sceptic.

[lostintheswamp]

So umm, what did you lose? Looking at your equipped gear you still retained some stuff. 2 greensteal items means 6 BTC shards, 1 unbound dopant, and quite a few unbound mats. Also on the 5th tab of your inventory so Im guessing you ran a life with losing everything so even possible those 3 junk weapons came from chests. But I could just be over analyzing everything, I'm just a sceptic.

Yeah its cool. Keep in mind this has been ongoing for 2+ months, I actually TRd TWICE waiting for the original ticket to be closed with no resolution. I didn't even notice I'd lost everything until I had reached 18-19 on the first life after the first bugged TR. Hit cap, TRd again, his cap, had a second bugged TR, and played some more to the character you see now.

I don't feel like re-typing the list, but the most important thing I lost was a large bag of materials. Specifically Slavers, TOEE, and TH matts, probably a good 6 months worth of farming. I also lost a whole ton of legacy gear that, while not terribly valuable in the modern game, had a lot of sentiment attached to it. Items I had spend weeks or months grinding for back in the day.

The mats are a huge deal-breaker, if I don't get that back there's no point in continuing to play the game. I am NOT spending another 6 months re-grinding those quests. I would also REALLY like to get back this one sword from a raid that no one runs anymore. But, ya know, aside from all that.


Also, yes, I'm sure the 3 junk weapons came from chests. My guess is sometime within the last few lives I was running Korthos quests for favor and just throwing away stuff that wasn't even worth dragging to the vendor or deconstructing. I'm sure I had them at some point. But, 3 low-level loot-gen weapons does NOT make up for 6 months of TOEE/Slavers matts.

[Scrapco]

So umm, what did you lose? Looking at your equipped gear you still retained some stuff. 2 greensteal items means 6 BTC shards, 1 unbound dopant, and quite a few unbound mats. Also on the 5th tab of your inventory so Im guessing you ran a life with losing everything so even possible those 3 junk weapons came from chests. But I could just be over analyzing everything, I'm just a sceptic.

lol

You're hired!

[blerkington]

lol

You're hired!

Yes, this would look very good on the CV. Might even get the applicant straight into a CS management position

Being sceptical is just so important. Much more important than helping a customer, maintaining a good rapport with the community, making people feel good about dealing with the company so they are more likely to stay and spend, or any of that other relationship management nonsense that no successful business would ever dream of wasting their time on.

No, the most important thing of all is not to get tricked by a potential scammer. It's better that a hundred innocent people go to jail than one guilty person goes free. But at the same time, the company should definitely not invest in developing in-game audit systems so they can actually tell whether or not people are telling the truth. It's just easier to assume everyone is a liar and to treat them accordingly.

This 'scepticism' is just more of that fanboy paradox nonsense spouted by people who have no financial responsibility for the game so they think it's okay to run off paying customers who say things they don't like. The lights will go off some day, and shedding customers with this atrocious customer service is only going to speed it up.

Thanks.

[Scrapco]

No, the most important thing of all is not to get tricked by a potential scammer.

It's even *more* bizarre when it's digital products. "Hey! You didn't actually have an eSoS!" Yeesh.

[lostintheswamp]

It's even *more* bizarre when it's digital products. "Hey! You didn't actually have an eSoS!" Yeesh.

Yep. It doesn't cost them a single red cent, nor does it dimminish the game in any way, to return lost items to people.

Of course, if they didn't make the drop rate so bleeping low, maybe people would just re-farm things they lost. I know I'll end up doing that with 90% of the gear I lost because at this point its just *faster* to go run a dungeon 50 times than to file a support ticket. That won't get my eSoS back,but it can return some ****.

One of the major driving forces to the attitude at SSG is the forum paladins who CAN'T STAND the notion of anyone else getting something they "earned". I am positive if certain players had their way, there would only be 1 eSoS per server, as long as its in that player's bag. Watching someone else loot an item is bad enough for these guys, but the very *idea* that someone just MIGHT obtain something they "earned" through cheating fills them with rightous rage.

Aaaaaand even if some of these guys have never spent more than the $5 it takes to become Premium on the game, the devs would still rather listen to them than us(in my case, formerly) paying customers. Its very frustrating.

[lostintheswamp]

So update on my most recent ticket. In 4 days support has not even touched the case. But they have had time to go back and so *something* to 2 of my older, closed tickets. Suspiciously, these tickets show as having been modified, one 19 hours ago, and the other twice so far today:

https://i.imgur.com/sMncQBx.jpg

(That one they edited 19 hours ago thats 2 months old sat for a month with no action, then got closed with no response. They've actually touched it more times since closing it than they ever did while it was open)

It bares mentioning for the 19th time that neither of those tickets marked as "solved" got any kind of actual resolution. The actual best I got from the complaint about GM harassment was "We'll look into it, but we can't let you know what we find out." When I told the CS rep I was thinking of canceling my account over the incident, he flat out ignored me and reiterated that they would "Take the matter seriously" but didn't even offer me a back-handed token apology or make *any* attempt to convince me to keep my account.

I swear, these guys get paid by the cancellation.

[lostintheswamp]

Come to the close of day 5, ticket has not been even sniffed at. 3 Business days(even though they work weekends). Its odd, usually they'd have auto-closed it by now.

[lostintheswamp]

Day 6 and still not a peep. Mayhaps time to open a second or third ticket.

[lostintheswamp]

Wll now we're gettin really stupid:

https://i.imgur.com/e0iFAww.jpg

My ticket from 2 months ago? The one no human ever acknowledged and was closed a month ago? They've found time to touch that one TWICE in 12 hours, while the new ticket remains unacknowledged over 6 days.

I dunno what the out of game's support's priorities are, but they aren't answering tickets.

[lostintheswamp]

7 days in and I think someone has finally LOOKED at the silly thing. No response, just says "activity". Fantastic.

[lostintheswamp]

Day 8 and still no love. Dare I open a second ticket to ask why the first is being ignored?

[Fallout47]

Day 8 and still no love. Dare I open a second ticket to ask why the first is being ignored?

Just keep at it. Keep this thread going. Their lack of customer support has the real potential to kill this game. Unless they have pulled the entire customer support staff to work on Ravenloft, there is no excuse for this. (Sarcasm intended)

[lostintheswamp]

Based on my experiences, there may only BE 5-6 CS staffers :P Which is even more reason why they need to just fix problems and move on. They've definitely expended more effort on failing to fix my problem at this point.

[Draksel]

I have had one in my bank for quite a while. I can't get rid of it. Tried mailing, dropping, etc.

Any ideas on how to get rid of it?

Try TRing. I hear that gets rid of stuff quite well!

[lostintheswamp]

I think its a cursed item, not suppose to go away :P

[lostintheswamp]

It's really strange how little SSG cares about player retention.

Compare to, say, Word of Warcraft, which IS NOT HURTING for subscribers, yet Blizzard still gives away freebies in exchange for a non-binding commitment to keep your account. And not just little ones; I know several people who got free copies of Diablo 3 literally just for ticking a box that says "yes I plan to keep my WoW subscription for another year". Not for paying in advance, not for signing a contract, just for saying they wanted to. And this was back when Diablo 3 was brand new.

SSG not only doesn't reward long-time players for sticking around, when one starts talking about leaving, they might as well be saying "Good riddance". They definitely make zero effort to keep people on or get old accounts to come back.

[lostintheswamp]

Second ticket has been closed with no response. No comment, no action, just marked as "solved" without being touched. First ticket remains completely un-actioned.

[Grace_ana]

Hey SSG, you're supposed to wait until someone says they are going to quit before you try to get their stuff, not the other way around.

[lostintheswamp]

Oh we are definitely fast approaching the "I'm gonna quit" stage :P

[lostintheswamp]

So the second ticket was closed with 0 action after a few days. Funnily in 11 days they haven't found a spare 30 seconds to write me a reply to my actual ticket but it took less than 2 days to close the second ticket! They did nothing to answer the question of the second ticket(namely: why is the first being ignored) But what are ya gonna do?

With any luck, they'll have found time to close my originally ticket without responding any day now! (note: by "original" I mean "10th". SSG's support is really bad.)

[blerkington]

I'd have thought helping a customer would be the better choice for SSG than letting this thread continue to stink up their forums. No criticism of you intended there, OP, just that things like this don't present the company in a good light at all.

I guess they are waiting for you to exhaust yourself and go away. Losing you and potentially others that leave with you rather than helping must be considered best practice these days. I must have dozed off and had the world completely change around me, again.

Thanks.

[lostintheswamp]

Its cool, I know how you feel.

I've mentioned it a few times, but by now SSG has literally exhausted more man power ignoring me than it would have cost them to help me. And while I've now spent ten times more effort trying to be heard, I've still only come up against a fraction of the time I lost due to their game-breaking bug.

So I've got a little while longer before I get entirely bored. We'll see how many pages we can get this thread up to by then!

[Fedora1]

What I am beginning to consider, is that opening a ticket is pointless. So what this means (potentially) is that if I run into this bug, it might just be time to not only stop my subscription, but quit the game entirely. No bother opening a useless ticket, just one day you TR, stuff is gone, I'm gone.

[lostintheswamp]

You must also leave the burned and desiccated husk of your account as a warning for others.

But yes, filing tickets does seem to be pretty useless, unless you want some hot garbage and more inventory clutter. Filling tickets out of game is useless, doing so in-game is actually dangerous!

[Captain_Wizbang]

A little update. When I had my "issue" it was in the middle of the Mordor expansion, I blew off some steam, :o, and as soon as they cleared the decks, I got all the help I needed.

Im not saying this is the case for you, but it's what happened in my case.

DONT get discouraged, dont quit, we need our players.

[lostintheswamp]

Mordor expansion? That sounds like something from Lord of the Rings.

[acemonkey]

What I am beginning to consider, is that opening a ticket is pointless. So what this means (potentially) is that if I run into this bug, it might just be time to not only stop my subscription, but quit the game entirely. No bother opening a useless ticket, just one day you TR, stuff is gone, I'm gone.

That's the best solution for OP, his many, many disconnect TRs were before the new system so they can't verify what he lost. Probably why they can't reimburse him. For most everyone else who never had a bugged TR yet, there's now a system in place that records and reports any losses so that full reimbursement can be done. Watch for an error message, if you get one submit a ticket. People in this thread have already reported that the TR cache fix works. It just won't work for OP, since the fix can't time travel.

Of course, if you're looking for an excuse to quit, that's fine, but quitting because lostintheswamp can't get some stuff is like deciding to not to touch your wife ever again because you heard a guy with 8 kids crying about a broken condom right after your wife got her tubes tied.

[blerkington]

Of course, if you're looking for an excuse to quit, that's fine, but quitting because lostintheswamp can't get some stuff is like deciding to not to touch your wife ever again because you heard a guy with 8 kids crying about a broken condom right after your wife got her tubes tied.

There are some things you don't seem to be taking into account here.

1. The OP had this problem, waited around for help, didn't get any, then decided to keep playing. If he had stopped playing as soon as he first encountered the problem he may still be sitting there like a good little boy waiting for help that is never going to come. Like in several other recorded cases of this problem where SSG initially did nothing to help.

2. There are benefits to us supporting each other when the company appears to be treating one of us badly. It's short-sighted to take the view that if it isn't happening to me it doesn't matter. It makes sense to support each other through problems like this, so when your turn comes around we don't have a CS culture where doing nothing to help has become acceptable because hardly anyone spoke up against it.

3. There's a thing called 'benefit of the doubt' when dealing with customers. They may not always be able to prove beyond a shadow of a doubt that someone is telling the truth about their losses. But if SSG didn't have the tools in place then to disprove the customer's claim about lost gear, they should take responsibility for that and do the decent thing by helping, rather than assuming the person is lying because neither the customer nor the company can prove otherwise.

4. The items he wants replaced have no real world cost to the company. The OP hasn't crashed his new Porsche and is now expecting the dealership to replace it for free. It's far more like dropping your tray at a fast food place and getting your meal replaced for nothing - EXCEPT - what the OP wants has even less real world value than the ingredients, labour and plant costs of a hamburger, fries and some coke.

5. Customers give the company money. Their satisfaction may also affect the playing and spending behaviour of other customers like friends, siblings, spouses. Treating people like this may lead to one or more customers leaving the company. That means less money and the servers get another step closer to being so lightly populated the game becomes socially dead.

6. This problem has occurred because of bugs with SSG's systems. If the problem is of their making, the responsibility to fix the problem is theirs too. Using the fast food analogy above, the food fell to the ground because the tray had defective handles, not because the customer didn't take adequate care to hold his tray properly.

All of this stuff should be really obvious, but here we are, still finding excuses about how this problem is okay and why we shouldn't bother to speak up against **** like this.

Thanks.

[lostintheswamp]

Actually my problem would be very easy to fix; it just seems SSG would rather see me quit playing than to hit a few buttons.

Don't let the username's join date or post count fool you: I've been playing for 7 years and have thousands of dollars dumped into multiple paid accounts, I'm exactly the sort of player SSG needs: one who gives them money.

I'm not asking for anything I paid for, I'm just asking for some stuff I ground for back.



Tell me, Ace, if you logged in one day and lost half a year's worth of raiding/questing progress, would you not be slightly urked?

[Fedora1]

All of this stuff should be really obvious, but here we are, still finding excuses about how this problem is okay and why we shouldn't bother to speak up against **** like this.

Entire post was spot on. SSG needs to read it, and then hang it on the wall of their CS department.

[blerkington]

Entire post was spot on. SSG needs to read it, and then hang it on the wall of their CS department.

Thank you. That point you made about not tolerating other people being treated badly is really important.

Take care.

[acemonkey]

Tell me, Ace, if you logged in one day and lost half a year's worth of raiding/questing progress, would you not be slightly urked?

I'd get my stuff back, because by all accounts the fix works great. I'd be slightly urked at the wait to get it back, but that doesn't appear to be a long wait. I've done multiple TRs, never lost a thing. Now I don't have to worry about losing anything during a TR, because the devs put in a "Great TR cache Fix". I guess I also take the more rational view on the value of bytes, as I've walked away from some very nice collections in a series of games over the last 15 years. It's all going to end up useless to me in the end, so if I do manage to lose everything, that just means it's time to try the next game.


There are some things you don't seem to be taking into account here.

1. The OP had this problem, waited around for help, didn't get any, then decided to keep playing. If he had stopped playing as soon as he first encountered the problem he may still be sitting there like a good little boy waiting for help that is never going to come. Like in several other recorded cases of this problem where SSG initially did nothing to help.

2. There are benefits to us supporting each other when the company appears to be treating one of us badly. It's short-sighted to take the view that if it isn't happening to me it doesn't matter. It makes sense to support each other through problems like this, so when your turn comes around we don't have a CS culture where doing nothing to help has become acceptable because hardly anyone spoke up against it.

3. There's a thing called 'benefit of the doubt' when dealing with customers. They may not always be able to prove beyond a shadow of a doubt that someone is telling the truth about their losses. But if SSG didn't have the tools in place then to disprove the customer's claim about lost gear, they should take responsibility for that and do the decent thing by helping, rather than assuming the person is lying because neither the customer nor the company can prove otherwise.

4. The items he wants replaced have no real world cost to the company. The OP hasn't crashed his new Porsche and is now expecting the dealership to replace it for free. It's far more like dropping your tray at a fast food place and getting your meal replaced for nothing - EXCEPT - what the OP wants has even less real world value than the ingredients, labour and plant costs of a hamburger, fries and some coke.

5. Customers give the company money. Their satisfaction may also affect the playing and spending behaviour of other customers like friends, siblings, spouses. Treating people like this may lead to one or more customers leaving the company. That means less money and the servers get another step closer to being so lightly populated the game becomes socially dead.

6. This problem has occurred because of bugs with SSG's systems. If the problem is of their making, the responsibility to fix the problem is theirs too. Using the fast food analogy above, the food fell to the ground because the tray had defective handles, not because the customer didn't take adequate care to hold his tray properly.

All of this stuff should be really obvious, but here we are, still finding excuses about how this problem is okay and why we shouldn't bother to speak up against **** like this.

Thanks.

You're wrong, per OP. He had a bad TR, got made whole enough to be happy, then reported "many, many" more bad trs over the last couple months. Once is an accident, twice is a coincidence, three times is enemy action. They took care of the first under the assumption it was an accident, then looked at the second rather cautiously, and then made their decision after the third, or so I assume based on what OP has reported.

https://www.ddo.com/forums/showthread.php/489759-How-to-report-a-GM?p=6018551&viewfull=1#post6018551

There's a huge cost you guys are ignoring in spawning things for players. There's a minor perception of unfairness to someone claiming they lost something with no proof and then starting a pr campaign on the forum, reporting it to the BBB, etc. There's 10x the perception of unfairness when a GM starts handing things out only to specific people and not to everyone. I can keep playing and grinding knowing that someone somewhere lost something to a bug, it's happened to me on a different game, but the second GMs start handing stuff out for free there's a huge problem in marketing. Why would I grind for 6 months, buy raid timer bypasses, etc, when all I have to do is make a claim to a GM? I think it's pretty ironic that the louder you guys get, the less they can do for lostintheswamp. He might actually have something done for him by now if he hadn't ****ed off the GMs and then made it clear to everyone on the forum that he had a long list of things he wanted the GMs to hand him or else. This whole thread is pretty counterproductive, IMO.

Seems disingenuous as well that the OP didn't mention his first bad TR was taken care of, and trying to imply that the TR fix (which was clearly a logging method to prevent future losses) should somehow involve spawning stuff for him or it isn't really a fix, implying "many, many" bad trs when it seems to be three or so, and then the fact that OP managed to generate 3+ bad trs so **** fast right before the fix went in.

[Captain_Wizbang]

reporting it to the BBB, .

This being published is not a good thing, from a legal standpoint, they might not be able to respond because of that post.

Not sure, just putting that out there, Ive seen this happen before with not so good outcomes.

Im trying to be helpful, not anything else.

[acemonkey]

This being published is not a good thing, from a legal standpoint, they might not be able to respond because of that post.

Not sure, just putting that out there, Ive seen this happen before with not so good outcomes.

Im trying to be helpful, not anything else.

https://www.ddo.com/forums/showthread.php/489759-How-to-report-a-GM?p=6018539&viewfull=1#post6018539

https://www.bbb.org/boston/business-reviews/video-game-dealers/standing-stone-games-llc-in-needham-hgts-ma-188406/reviews-and-complaints?section=complaints

10/17/2017
Problems with Product/Service

Complaint
SSG's in-game customer service for ******** *** ******* online is literally worse than useless - its actually dangerous to ask for help because the GMs(Game Masters) are allowed to hand out account bans over customers asking for support. I have NEVER in my life been treated so badly by a... company I am paying for a service from. Over a week ago I submitted an in-game trouble ticket. The game's ticketing system is of such poor quality that you cannot even ask for an update on your tickets unless you submit a new ticket. I did this several times, desperate for an update, at which point the GMs banned my account for 24 hours. This is downright insulting behavior from any company to any customer. I pay for a monthly in-game subscription($10 a month) as well as spending about $300 a year on extra in-game "perks" and things. This has been going on for a few years. I think I'm a valuable enough customer to deserve better treatment than this. The freaking burger place down the road values me more for spending $3 than SSG does for spending $300.

(Show Less of Complaint)
Desired Resolution I would like SSG to finally action my trouble-ticket(lost in-game items due to a game bug), and I would like to be given free "DDO Points"(the company will know what that is) as an apology for the very poor treatment I received. I would also like some disciplinary action was taken against the... employee responsible for the poor treatment, a GM by the name of +*****+, who is amazingly terrible at his job. I could go on for another ten pages about the poor quality of this individual's work.

(Show Less of Desired Resolution)

...LOL the crazy SOB actually went and did it. Kudos, chum, kudos. Good luck with your free DDO points and apology.

[blerkington]

I guess I also take the more rational view on the value of bytes, as I've walked away from some very nice collections in a series of games over the last 15 years. It's all going to end up useless to me in the end, so if I do manage to lose everything, that just means it's time to try the next game.

The more rational view? Good one, and good for you for being so 'rational'.

From the perspective of the business, they should be trying to keep customers. You understand that running a progress-based game where people can lose years worth of work due to a catastrophic bug is commercially counterproductive, don't you?

The basic idea is to keep customers playing and paying, and this CS approach completely flies in the face of it. It makes even less sense in that DDO is not new and popular enough to be sure they can get new customers for every one they lose.


Once is an accident, twice is a coincidence, three times is enemy action.

According to you. Feel free to refer us all to some bible of computer science which says that a programming bug can occur once, maybe twice but never ever three times to the same person. If you think about this for just a moment, it might occur to you that what makes far more sense is that the same conditions can generate the same bug repeatedly.

My view of this situation is unless the company can prove they player is lying, they should be helping especially in situations when the loss is a result of a known bug. It seems self-evident to me that the default position should not be that the customer is lying, and that it's better to take the risk of helping someone who may be scamming you than to refuse help to people who haven't.


There's a huge cost you guys are ignoring in spawning things for players. There's a minor perception of unfairness to someone claiming they lost something with no proof and then starting a pr campaign on the forum, reporting it to the BBB, etc. here's 10x the perception of unfairness when a GM starts handing things out only to specific people and not to everyone.

Huge cost? Minor perception of unfairness? 10x? Again, this is all according to you. Subjective judgements aside, there is an actual financial cost associated with not helping customers. There's also the knock-on effect of possibly losing other customers because they don't want to play after the first customer left.

Now that SSG finally put some tools in place to identify lost items, this problem of unproven lost items is restricted to the group of people who had these issues earlier on. It's just rank misrepresentation of the situation to pretend that anyone is asking for GMs to give out items, with no evidence that the player ever had them, as an ongoing arrangement.


This whole thread is pretty counterproductive, IMO.

Sure, like it was counterproductive for the other people who weren't helped, complained about it on the forums, then got helped. Lost may not get help as a result of this thread, but he isn't getting any help now either, and there's no amount of help less than zero.

Thanks.

[Scrapco]

There's a huge cost you guys are ignoring in spawning things for players. There's a minor perception of unfairness to someone claiming they lost something with no proof and then starting a pr campaign on the forum, reporting it to the BBB, etc. There's 10x the perception of unfairness when a GM starts handing things out only to specific people and not to everyone.

Maybe. Every time I hear of somebody having a bad TR and actually getting something back, I count it as a victory, not an insult, and that's *because* I've lost stuff, not *despite*. The people who are saying "everything's fine, everybody's just invisible and grouping in private channels" need to realize there's a whole chunk of population that just left without saying anything, anywhere, because of losing gear, and too many longstanding unfixed bugs, and dungeon design from the school of "pack of mobs in every crossroads."

There's a definite shift happening, to players vs. SSG, and those are not the groups you want if you're hoping for a game to survive.

[lostintheswamp]

Really appreciate all the support, folks :) From the people who are actually being supportive. I've opted to start ignoring the unsupportive category, it isn't helping.

So we're now into day 13 without an actual reply. I think they have some kind of system where they can go and tweek with the ticket and it counts as "action" so tickets don't get stale from no replies.

Either way, the lack of any kind of acknowledgement is depressing.

[Thrudh]

I see both sides here. I agree with some of the opinions on how customer service should work. I agree that maybe SSG should give this guy whatever he wants to make him a happy customer.

But I'm also not impressed with the thread.

The "TR cache fix" he references in his title doesn't apply to him. His bugged TR happened BEFORE the "TR cache fix" was put in, so his situation has absolutely nothing to do with it. He is incapable of giving feedback on that fix, yet he pretends he is anyway, acting like it's fixed nothing.

It sounds like he didn't notice he had a problem until level 18-19, put in a ticket, then TRed again (!!), before the ticket had time to get through the system, which I'm sure really made it difficult to check the history of anything.

He opens tickets complaining about other tickets, then complains about those worthless tickets being closed. He's apparently not nice when talking to CS reps, and gets mad that they don't like it, and tells everyone that opening a ticket gets you nowhere.

Well, I've opened tickets before, I had one TR issue before (lost all my tomes, and all my epic xp), and I was patient and I was nice, and I got everything fixed. So there's another data point for you.

But yes, CS should strive to make customers happy, even the rude ones. SSG could do a better job.

[Yamani]

...LOL the crazy SOB actually went and did it. Kudos, chum, kudos. Good luck with your free DDO points and apology.

Well its under the "Closed Complaints" so Im expecting the response was just "Lol"

[Chai]

I see both sides here. I agree with some of the opinions on how customer service should work. I agree that maybe SSG should give this guy whatever he wants to make him a happy customer.

But I'm also not impressed with the thread.

The "TR cache fix" he references in his title doesn't apply to him. His bugged TR happened BEFORE the "TR cache fix" was put in, so his situation has absolutely nothing to do with it. He is incapable of giving feedback on that fix, yet he pretends he is anyway, acting like it's fixed nothing.

It sounds like he didn't notice he had a problem until level 18-19, put in a ticket, then TRed again (!!), before the ticket had time to get through the system, which I'm sure really made it difficult to check the history of anything.

He opens tickets complaining about other tickets, then complains about those worthless tickets being closed. He's apparently not nice when talking to CS reps, and gets mad that they don't like it, and tells everyone that opening a ticket gets you nowhere.

Well, I've opened tickets before, I had one TR issue before (lost all my tomes, and all my epic xp), and I was patient and I was nice, and I got everything fixed. So there's another data point for you.

But yes, CS should strive to make customers happy, even the rude ones. SSG could do a better job.

Or they could have just put some time in between now and 8 years ago to resolve an issue which was no secret.

This is what happens when stuff like this is put on the back burner and slides for far too long. Customers get mad.

What other Genre can a company get away with closing CS tickets with 0 response count over years of time and the people who asked for support continue to buy and consume the product.

[Drwaz99]

This being published is not a good thing, from a legal standpoint, they might not be able to respond because of that post.

Not sure, just putting that out there, Ive seen this happen before with not so good outcomes.

Im trying to be helpful, not anything else.

They haven't responded to a BBB complaint since May and only 3 of the 13 complaints shown. Hence their "F" rating.

[lostintheswamp]

Per the community guidelines:


No Doxxing: Posting someone's account information, email address, or other personally-identifying information is a serious offense, and will not be tolerated.

Just putting this out there.

[lostintheswamp]

Success!

I got my mats back, along with a few other goodies! I am playable again!!!!

So yes, it turns out that persistence does pay off.

[Fallout47]

Success!

I got my mats back, along with a few other goodies! I am playable again!!!!

So yes, it turns out that persistence does pay off.

Congratulations! Seriously, for all those folks looking for customer support, it appears to exist here on the main forums if you can get your page count high enough. You did an impressive job of keeping this thread going Lost. There is a lesson here people. Now to go find that thread from that poor person who lost his guild amenities.

[blerkington]

Success!

I got my mats back, along with a few other goodies! I am playable again!!!!

So yes, it turns out that persistence does pay off.

Good for you, although of course the sheer amount of effort you had to make for a little bit of help is just appalling.

Let's hope this result teaches those kind, supportive folk who dropped in to be 'sceptics', 'rational', and/or tell you that your thread was counter-productive learn something by this.

Thanks.