Lost all Stat and Skill tomes after most recent TR, waiting 6days for support

[embalmdk]

I posted for help more than 6 days ago. Lost all stat and skill tomes. Would like to know if SSG actually supports players, 6 days is beyond being patient.

Do you guys actually support the games or are you letting the games die?

[Krilli]

I posted for help more than 6 days ago. Lost all stat and skill tomes. Would like to know if SSG actually supports players, 6 days is beyond being patient.

Do you guys actually support the games or are you letting the games die?

Tomorrow will make 6 weeks for me for the same issue. Sorry to hear that you've joined the club as well.

[Seph1roth5]

Just over 2 weeks for me, but I can't check the in-game ticket anymore since their new (non)improved system was implemented this week, so I had to submit a new one.

[Humungazoid]

Also been waiting 6 weeks now for any response. You are not wrong though, 6 days is longer than you should wait.

See here for another thread of people with the same problem recently: https://www.ddo.com/forums/showthread.php/527859-ability-and-skill-tomes-disappeared-after-Epic-and-Heroic-TR

[ihg.na]

I've been waiting 2 months...and counting...

[mezzie]

I posted for help more than 6 days ago. Lost all stat and skill tomes. Would like to know if SSG actually supports players, 6 days is beyond being patient.

Do you guys actually support the games or are you letting the games die?

Coming up to 17 days since my ticket..lol what a joke the ticket system is and the whole customer service system, oh wait.... there is no customer service, no in game service to speak of. I remember when you had a problem and filled in a ticket it would be anything within 10 mins to 2 hrs and then you would have someone texting you with a response. This game has gone to S H I T !!! 12 years I have been paying and playing.

Anyway ticket No. 5390326 24/11/21

[stinger31216]

I posted for help more than 6 days ago. Lost all stat and skill tomes. Would like to know if SSG actually supports players, 6 days is beyond being patient.

Do you guys actually support the games or are you letting the games die?

Heck, they went and deleted my first two tickets (from over a month ago) on the switch from the old ticket service to the new one. If I didn't bother to check, no one would have even known that I'd lost all of my ability and skill tomes over a month ago (11/13/21). According to my ticket, no one at SSG knows, because no one checked any of my two now-deleted tickets over that month, and has yet to check my new one in the new system.

This used to be taken care of day-of a couple years ago. What happened? What a waste of a month of VIP subscription too...

[bnugier]

I posted for help more than 6 days ago. Lost all stat and skill tomes. Would like to know if SSG actually supports players, 6 days is beyond being patient.

Do you guys actually support the games or are you letting the games die?

I just recently TR'd (well 13 days ago) my main character on Argo. I have been playing that character since beta. I TR'd to get the new epic past lives that just came out. After starting to level up I noticed my stats were not going up like they should. I had +7's on every ability, +8 on charisma. I also had all +4's on my stats like jump, etc. When I looked all my tomes were gone. I opened a ticket and have not heard a peep from anyone. It is pretty frustrating that they can't at least simply reply that they will be helping you soon but they are busy or whatever. Just acknowledge they will help as soon as they can. Again, so frustrating. Makes me not even want to play anymore.

[embalmdk]

I posted for help more than 6 days ago. Lost all stat and skill tomes. Would like to know if SSG actually supports players, 6 days is beyond being patient.

Do you guys actually support the games or are you letting the games die?

Well it's been a while. I have 3 or 4 emails from SSG on this item all seem to come from a BOT or auto response system. I get a mail, send a response then get the same mail back again. I don't think these guys actually support customers fulltime. I just got back to playing after 3 years absence and this happens. Was considering reactivating VIP but if this is the service I can expect I believe they don't deserve our money. If we get no service the remaining premium is probably best, then you won't have to pay $15 per month for poor service and no real return. You can use that money to buy points if you need or maybe a burger and beer at your local joint.

[TFerguson]

Post on Facebook and Twitter, they might respond to that.

[Hobgoblin]

I posted for help more than 6 days ago. Lost all stat and skill tomes. Would like to know if SSG actually supports players, 6 days is beyond being patient.

Do you guys actually support the games or are you letting the games die?

O sweet summer child. 6 days is nothing. There is someone ithink it was jotman that is going on 5 maybe 6 years for a response to a ticket

[Qlumsee]

I've been waiting for over a month with the tomes problem.

I seem to remember a while back there was an admission that it could not be fixed. I haven't heard anything to suggest that has changed.

It'd be nice to get confirmation of the situation.

[blarhblarhblarh]

Is it fixed yet?

How can SSG think we will trust in them with money and time if they don´t fix this reincarnation issue that the game was build around?

Takes years and years to build the trust of a company but small moments to make it all go away and this is what the staff is doing each minute they don´t fix it.

[TFerguson]

I seem to remember a while back there was an admission that it could not be fixed

Absolute nonsense. Even if they can't fix it they can give you new tomes.

There is no excuse for customer service being as bad as it is.

[embalmdk]

I posted for help more than 6 days ago. Lost all stat and skill tomes. Would like to know if SSG actually supports players, 6 days is beyond being patient.

Do you guys actually support the games or are you letting the games die?

So have been submitting requests consistently, just so everyone can see how long support takes you can see a track record of reports here. I report every couple of days and what seems to be a BOT sends me an email but no one every addresses the issue.

203358 ETR/TR bug 3 days ago 3 days ago Open
202418 Tomes 7 days ago 7 days ago Open
202202 Tomes 8 days ago 8 days ago Open
201004 Still Tomes 10 days ago 10 days ago Open
200789 Tomes 11 days ago 11 days ago Open
200291 Tomes Disappeared 12 days ago 12 days ago Open
200040 Lost Tomes/Tomes disappeared after TR/ETR 13 days ago 13 days ago Open
198672 Tomes not registering after ETR/TR 18 days ago 15 days ago Open
198037 Lost all stat and skill tomes after reincarnation 20 days ago 17 days ago Open
196329 Tomes 1 month ago 22 days ago Open

[Seph1roth5]

I updated my ticket to include the dates I bought my +7 tome, +8 upgrade, and my +5 UMD tome. I did allllll the work they just need to put those in my guy's inventory. Any day now....

[TFerguson]

I updated my ticket to include the dates I bought my +7 tome, +8 upgrade, and my +5 UMD tome. I did allllll the work they just need to put those in my guy's inventory. Any day now....

Don't hold your breath, their support is worthless.

[Stormslayer]

This is the first time in 9+ years that i have ever had to post on here but frustrated with no response about getting my main toon out of reincarnation limbo. Somehow she missed the bus to get to the starter island when the client crashed. The message the character is already in the world is getting frustrating. I have tried every possible fix from logging into other toons to logging into a character on another server and the message is still the same. My hubby did his reincarnation with no issues and we have always done our tr's together so it really sucks. After all the money and vip status i just spent to get her up to speed with all the new content I just want my character back so i can play her!

[Qlumsee]

It's been over six weeks since I lost all my tomes on a toon, without even an acknowledgement. Some players have reported waiting over six months. I could be wrong, but I recall this was mentioned in a Wednesday broadcast as "unfixable at the time".

What is the lead time on this problem? Is it unfixable? As a paying customer I have a right to know if the money I have paid into this toon was for a purchase, as described, or a "rental" of products. I won't get into the hundreds, possibly thousands, of hours I put into my toon.

I currently have a problem with an energy supplier. When I phone them they tell me "my call is important" and how long I have to wait for a response. In my opinion, this sort of problem should be of the utmost importance to SSG. If this problem is unfixable then theoretically everyone's toons will suffer the missing tomes fate.

[Niflheimr]

Same problem here, my wife lost all her tome ...

I don't understand why they don't at least acknowledge the problem, no answer at all is by far worse than "we know this problem but we can't solve it yet".

The strangest part is, it happened maybe two year ago (so it's not really a new problem), but it was solve with a LR, they just send him a LR Heart +1 and it was solve (already tried the lr by ourself and it did not work) ...

[d3x-dt3]

They have some really smart people working there. Why not just send someone to fix this, because clearly needing to wait over 2 months for Support to mail replacement tomes is honestly pretty appalling.

[Ckoellerdvm]

i had this happen as well. i am at 10 days. I was contacted to get more information so hopeful. Gave the requested info and got the giving this to CS and an engineer reply. Nothing from anyone in last 4 days. Also tried the LR with no fix. Now i sit at 30 and wonder if a regular TR would fix or just add more pain to the issue.

[Nigili]

Been waiting over a month with the same issue. Tried doing ETR and regular TR, neither fixed it.

[Ckoellerdvm]

i had this happen as well. i am at 10 days. I was contacted to get more information so hopeful. Gave the requested info and got the giving this to CS and an engineer reply. Nothing from anyone in last 4 days. Also tried the LR with no fix. Now i sit at 30 and wonder if a regular TR would fix or just add more pain to the issue.

well its over a month now and nothing. no response here, no response on facebook page, no response in game. did get a private message for information. that was over 3 weeks ago and nothing after i replied to it.

[MyStiK-GaMeR]

O sweet summer child. 6 days is nothing. lmao! Brilliant.

Someone just posted yesterday on Reddit that they finally got a response after 3 months. I hate to be the bearer of bad news but if that's any indication of current ticket response time you're going to be waiting a long while.

[Ckoellerdvm]

lmao! Brilliant.

Someone just posted yesterday on Reddit that they finally got a response after 3 months. I hate to be the bearer of bad news but if that's any indication of current ticket response time you're going to be waiting a long while.

i saw that, the response was not much of a response just that they were working on it, there are some with responses and the tomes were sent to them, all f those i have seen going back over 6 months now didnt get their issue rectified for more than 2 months. That is a very poor response time .

[blarhblarhblarh]

Last time this happened with a guildie it took 3 months for him to quit DDO without any support answer. If you complain on facebook a dozen of players will try to dissuade you from your consumer rights.

I really got tired of asking them all the time for months now. At least 4 months. Now they acknowledged the bug but haven´t done something about it because they are working on the next expansion and don ´ t bother that the actual content on the game must be working.

So...

I would rather organize a full march from all players on all servers to protest against the lack of answer of the reincarnation bug. It exist over a year but got way worse after update 51.

[Ckoellerdvm]

Last time this happened with a guildie it took 3 months for him to quit DDO without any support answer. If you complain on facebook a dozen of players will try to dissuade you from your consumer rights.

I really got tired of asking them all the time for months now. At least 4 months. Now they acknowledged the bug but haven´t done something about it because they are working on the next expansion and don ´ t bother that the actual content on the game must be working.

So...

I would rather organize a full march from all players on all servers to protest against the lack of answer of the reincarnation bug. It exist over a year but got way worse after update 51.

A bug of this magnitude that has existed for over a year certainly could be one that is hard to fix. However if it is known about and no fix has yet been identified (other than replacing the ddo points to buy or directly replacing the tomes) it should be a fairly quick thing to make sure they were bought and used, and the character is not getting the stat/skill lift to then issue the tomes or ddo point refund. Then they can still work on expansions and other things and come back to this.

[Ckoellerdvm]

A bug of this magnitude that has existed for over a year certainly could be one that is hard to fix. However if it is known about and no fix has yet been identified (other than replacing the ddo points to buy or directly replacing the tomes) it should be a fairly quick thing to make sure they were bought and used, and the character is not getting the stat/skill lift to then issue the tomes or ddo point refund. Then they can still work on expansions and other things and come back to this.

Well now 4 days from being 2 full months. no contact of any sort for over a month now.

[jskinner937]

Apparently, your toon is not outlier enough to gain any attention. So sad issues like this are not resolved, but they made time to nerf shirardi casters. I understand the dev team isn’t responsible for taking care of these issues, but they should be working on what the cause of these are first and foremost.

[Seph1roth5]

You should get all your friends to flood your server's lfg with pleas for cs response. Because that's how to get their attention and not how to **** off regular players.

[Ckoellerdvm]

You should get all your friends to flood your server's lfg with pleas for cs response. Because that's how to get their attention and not how to **** off regular players.

so exactly one week from being 3 months and i got an email today saying thanks for your patience. i am forwarding to the teams to begin looking into it but it could take some time.... i guess three months isnt "sometime"