Lost Auction House Post

[Thar]

bump for turbine response...

[Alain]

OK. seriously. Its happened to me twice now i guess I'm going to give up on the AH until this is resolved.

[Rathinosk]

I've lost at least 5 items so far in the auction house, worth probably about 1,000pp so far (not much cash to the vets, but a lot to me, just starting out). After seeing this thread and talking with a few other people, I opened a ticket with Turbine.

I spoke with a GM about it and discovered that that most of the items I listed on Saturday didn't even show up in the server logs! My ticket was escalated to their engineers, so with any luck, they can hunt down the problem and get it fixed for good.

Bottom line, Turbine knows about it now... as to what it will take to fix it is anyone's guess.

[Marewood]

And here's a BUMP to all my still lost precious...

[Rathinosk]

I got a response from Turbine - a little vague on what their plans were to fix the bug, but at least confirming that there is/was some sort of bug in the mail system as it pertains to the auction house. They may have already fixed the bug: I ran a couple dozen (simultaneous) items at the auction house with no glitches (I do keep better records now, though).

They handled my bug report satisfactorily, providing reasonable compensation for my lost items. They treated me like a VIP, which is what one would probably expect as a paying customer.

This whole thing did get me thinking about proper support etiquette. I used to handle front line support for an ISP back in the old days and these statements are valid when calling almost any support line.

1. Be a paying customer
2. Be polite
3. Research your problem the best you can, know your issue well
4. Follow procedure, submit a ticket, don't just gripe about it on the forums
5. Listen to the GM's questions carefully
6. Be polite!
7. Don't expect an immediate response, but politely follow up on specified deadlines
8. Don't assume you are entitled to compensation for your troubles
9. Stow the attitude, support techs get enough of it already - you have no idea unless you've been there!

- Rath