Getting the run around?

[qaijin]

I've spent the last 5 weeks trying to get some resolution to a TR resulting in the loss of 120+ cache items and all the tomes my character has learned over the last 6 years. I've sent in tickets ingame and emails directly to SSG, all of which send me back to ask the "other one" for help. So far all I have seen are placating auto-replies telling me to be patient and nothing else. At first I was told it may take a few days to fix. Days turned into weeks and now weeks are turning into months.

Can this be fixed?

Will this be fixed?

Should I just give up and cancel my subscription now?

[Drwaz99]

I wrote this in another thread to another person affected by this but it applies just as much to you. Sorry, there's not much more you can do. SSG wants to pretend that it's no big deal. Making a fuss here makes them look bad and hopefully lights a fire under someone at SSG who's willing to help.

Sorry about your loss. This seems to be the typical runaround people get when they encounter this problem. In-game directs you to SSG online account support, SSG online account support directs you to in-game support. Your best bet is to continually press the issue here in the forums. It may take weeks or even longer before you get any response, let alone a partial resolution. SSG said months ago this is a number one priority for them but they've done little to show that and refuse to udpate or even comment on it further. In reality, their customer service response to situations like this shows they'd rather ignore it and hope it goes away on its own.

Good Luck. You'll need it.

[whoolsey]

I've spent the last 5 weeks trying to get some resolution to a TR resulting in the loss of 120+ cache items and all the tomes my character has learned over the last 6 years. I've sent in tickets ingame and emails directly to SSG, all of which send me back to ask the "other one" for help. So far all I have seen are placating auto-replies telling me to be patient and nothing else. At first I was told it may take a few days to fix. Days turned into weeks and now weeks are turning into months.

Can this be fixed?

Will this be fixed?

Should I just give up and cancel my subscription now?

You kept paying?
You kept rewarding them for a job done badly while they hold your character hostage?

I wrote this in another thread to another person affected by this but it applies just as much to you. Sorry, there's not much more you can do. SSG wants to pretend that it's no big deal. Making a fuss here makes them look bad and hopefully lights a fire under someone at SSG who's willing to help.

If this hapened to my main toons i spend a decade on, i wouldn't be lighting a fire under ssg, i would have lit the fuse on the proverbial keg.
Every media oulet i could find, critical youtube reviewers, facebook, etc.

Months of no sollution? Wow, who are you in real life? The love child of ghandi and mother theresa?

[qaijin]

You kept paying?
You kept rewarding them for a job done badly while they hold your character hostage?



If this hapened to my main toons i spend a decade on, i wouldn't be lighting a fire under ssg, i would have lit the fuse on the proverbial keg.
Every media oulet i could find, critical youtube reviewers, facebook, etc.

Months of no sollution? Wow, who are you in real life? The love child of ghandi and mother theresa?

Right before all this happened my 3-month reoccurring subscription had rolled over, paying up until the beginning of December. It appears I'm being left with no options except to cancel my account before then however.
I am trying to be patient and understanding. Surely SSG wouldn't deliberately ignore the pleas of a long time paying customer. Surely they didn't take over DDO just to drive away its paying player base with substandard customer service, placating auto-replies and an absentee tech dept. Right?

Day 37 and counting with no resolution at all.

[Wh070aa]

Right before all this happened my 3-month reoccurring subscription had rolled over, paying up until the beginning of December. It appears I'm being left with no options except to cancel my account before then however.
I am trying to be patient and understanding. Surely SSG wouldn't deliberately ignore the pleas of a long time paying customer. Surely they didn't take over DDO just to drive away its paying player base with substandard customer service, placating auto-replies and an absentee tech dept. Right?

Day 37 and counting with no resolution at all.

You are not the only person, people have been doing the same thing for months. I lost some of my stuff too (thankfully not all). They might get around to it if you PM Cordovan or whoever is the PR guy right now, but I seriously doubt they are gonna do anything any time soon. It's been a known bug for a long time, and they don't have anything in place to easily fix it.

[whoolsey]

Right before all this happened my 3-month reoccurring subscription had rolled over, paying up until the beginning of December. It appears I'm being left with no options except to cancel my account before then however.
I am trying to be patient and understanding. Surely SSG wouldn't deliberately ignore the pleas of a long time paying customer. Surely they didn't take over DDO just to drive away its paying player base with substandard customer service, placating auto-replies and an absentee tech dept. Right?

Day 37 and counting with no resolution at all.

50+pages on how reaper f's over melees and not even a dev reply.
Yeah, i think they stoped carring about bleeding players. What server on you on? Is there anyway we can help you? (unlike tech support)

[qaijin]

Day 39 and counting with no resolution at all.

[qaijin]

In a display of biblical neglect, I have waited 40 days and 40 nights. Still no resolution.

[JOTMON]

been waiting 2 years for my TR stuff to get returned.

Sucked at first,
at first that sense of denial that they wont just leave you desolate and abandoned. you still believe that someone is there working to help you..
Then anger as the silence continues, the distinct feeling that you are being ignored and swept under the carpet.
even get to bargaining.. just give me back my best stuff..
a little depression .. I am not important to them they don't give a . about me or my situation.
then you accept its gone and start rebuilding..

You are almost happy again as you get back on track and the memories of the lost stuff is just some of buried resentment..
Then you find out the [explative] are recreating stuff and reimbursing and compensating other players..
and all that frustration comes all back out...


2013
https://www.ddo.com/forums/showthrea...ere-do-I-begin

2015
https://www.ddo.com/forums/showthrea...-Completionist

2017
https://www.ddo.com/forums/showthrea...ll-loses-items


My list of missing items (That I could recall,recognize from old screen captures as best I could)

Edit.
realized later that a bunch of items are missing from the TR cache, put another ticket in..
auto-closed ticket with some bs about it being a unknown issue .. submit a bug report..
2nd ticket asking to communicate with a GM and not auto-close my ticket..
according to the GM there is no fix for lost items and they are not capable of creating items... and to submit a bug report.
So.. bug report submitted...

Edit:
Jotmon-Missing TR Cache items:

1 Colossal Ingredient bag with 5 years of consolidated collected raid ingredients and Cannith Challenge ingredients
(I had 542 Shroud completions and twice as many non completions before my first TR and we ran all the raids of that era every 3 days)
1 Royal Guard Mask
2 Greensteel Displacement clicky helms (Tier 2)
2 Deathward Visors
1 Cloak of Ice (old clicky version)
1 Ring of the Stalker level 11 Tier 2 (BTA)
1 Ring of the Stalker level 15 Tier 2 (BTA)
1 Ring of the Stalker level 20 Tier 2 (BTA)
1 Wraps of Endless Night Level 4
1 Wraps of Endless Night Level 16
~ still have have wraps for 8,12,20,24.
1 Cloak of Night Level 8
1 Cloak of Night Level 12
1 Cloak of Night Level 16
~Still have cloak for 4,20,24
1 Frozen Tunic level 12 T2 BTA
1 Frozen Tunic level 16 T2 BTA
1 Bracers of Wind Level 3 BTA
1 Bracers of Wind Level 7 T2 BTA
1 Bracers of Wind Level 11 T2 BTA
1 Bracers of Wind Level 15 T2 BTA
1 Bracers of Wind Level 20 T2 BTA
1 Rock Boots Level 3 BTA
1 Rock Boots Level 7 T2 BTA
1 Rock Boots Level 11 T2 BTA
1 Rock Boots Level 15 T2 BTA
1 Rock Boots Level 20 T2 BTA
1 Blasting Chime Level 15 T2 BTA
~still have level 20 Blasting Chime
2 upgraded vile blasphomy (original version before change)
1 Vile Blasphomy (old version not upgraded)
1 LOB alchemical +2 Wisdom Kama (fully upgraded )
1 LOB alchemical +2 Dexterity Kama (fully upgraded )
1 Level 10 Vorpal Repeater.. old school drop. only has singular effect.
1 Level 10 Smiter Repeater.. old school drop. only has singular effect.
1 Level 10 Banishing Repeater.. old school drop. only has singular effect.
1 Level 10 Disrupting Repeater.. old school drop. only has singular effect.
1 Level 10 Paralyzing Repeater.. old school drop. only has singular effect.
assorted level 10 greater bane repeaters.(old school)
1 Greensteel min2 Repeater (nothing on it)
Bunch of cove stuff.. but hard to know what was lost there since i did craft multiples and move a bunch of these to alts.
2 tier 11 Cove crafted Heal flasks.. yeah yeah i made 2 of them before we found out they shared the same timer and were BTC and not exclusive..
and some other stuff that I cant quite recall, most of which I probably dont care about, but they are still lost items I earned in game and had taken from me due to broken game mechanics.

Alternative compensation should be provided..
1 meelion TP should cover it..

Edit.
still no response to bug report or return/fix of my lost items.. that was Sept 2015.. Now June 2017..

Updates:
1 Quiver of alacrity (old version upgraded).. replaced with cake event reward for 10th year anniversary..
1 kunderak boots (re-farmed a replacement set)

[whoolsey]

been waiting 2 years for my TR stuff to get returned.

Sucked at first,
at first that sense of denial that they wont just leave you desolate and abandoned. you still believe that someone is there working to help you..
Then anger as the silence continues, the distinct feeling that you are being ignored and swept under the carpet.
even get to bargaining.. just give me back my best stuff..
a little depression .. I am not important to them they don't give a . about me or my situation.
then you accept its gone and start rebuilding..

You are almost happy again as you get back on track and the memories of the lost stuff is just some of buried resentment..
Then you find out the [explative] are recreating stuff and reimbursing and compensating other players..
and all that frustration comes all back out...


2013
https://www.ddo.com/forums/showthrea...ere-do-I-begin

2015
https://www.ddo.com/forums/showthrea...-Completionist

2017
https://www.ddo.com/forums/showthrea...ll-loses-items


My list of missing items (That I could recall,recognize from old screen captures as best I could)

Holly manure!
that is not a good incentive for customers to keep paying.

[irmgaard]

I wish I would have read more into this before my TR on Friday. What a nightmare!

I wrote about my situation here:

https://www.ddo.com/forums/showthrea...70#post6029070

I wish everyone a *cough* quick resolve.

[qaijin]

45 days and counting, still no resolution. This last patch claims a fix to this problem, does that mean I will finally get my stuff back? Still waiting.

[JOTMON]

[qaijin]

49 days and counting. A week since the 36.3 patch that claims a solution to the TR bug issue. Would be nice if that solution could clear up some of this backlog of angry customers still waiting to get their things back.

I loved getting an email asking me to pre-order Ravenloft, when you guys can't even get the game I am already paying for to work right.

[whoolsey]

[QUOTE=qaijin;6032123]49 days and counting. A week since the 36.3 patch that claims a solution to the TR bug issue. Would be nice if that solution could clear up some of this backlog of angry customers still waiting to get their things back.

---

I loved getting an email asking me to pre-order Ravenloft, when you guys can't even get the game I am already paying for to work right.

That red part is jus precious..... if it wasn't so sad.
Who said this games devs didn't have any humor? To bad it's a bit dark&morbid

I hope you get your stuff back soon.

[qaijin]

Enough is enough. Two months of being ignored and/or told to "be patient" every time I asked for help is all I can take. There is no longer any need to worry about fixing my character. My account has been canceled and my game has been deleted. Your absolute lack of customer service has lost yet another long-time paying customer and will ensure that I avoid any game related to SSG in the future.

[bowtietim]

Cant say that he wasn't patient.

It sounds to me that the only communication he was given were reply's to tickets. Man Up SSG, two months and he couldn't even get a phone call from someone who could help. You guys may have been only thinking of him as one paying customer but this thread had been read by 800+ people and it is only one of many threads about this issue. Every time I read one of these I get a sour taste in my mouth.

[Hilltrot]

Yikes.

I'm glad this never happened to me and I've TRed a few times in this period. Or maybe nothing Important was lost . . .

Why didn't they warn the players before the TR. Did they just not believe you?

The Colossal ingredient bag seems like the worst. Hopefully, this has been fixed.

I don't know if all the items were worth a million TP . . . .

Personally, I accidentally bought a +6 to +7 tome set only to realize that I had already applied one - the problems with taking long breaks from gaming. I just transferred it to another character in case I ever start an alt.

[chrissybunny]

I'm not saying this isn't a big deal nor should you be happy, but I can assure you there is far worse things that can happen. I wasn't planning on coming back to ddo until after the expansion came out but I got the worst and most unacceptable customer service from Funcom I've ever heard of. I went back to AoC for two days and spent a good amount of money when I got the run around on a purchase, and then they closed my account with the excuse given that I followed the advice of their livechat rep. They refused to even acknowledge me as being alive and a person, seemingly content in stealing my $400 and then stripping me of game access for literally no reason. Then giving me the reason it was because I did what they requested I do. I had to get creative finding names and guessing emails to get someone to talk to me, then have them say they are giving me a refund, then not, then they are, then not, just toying with me. I finally got the refund, besides one from Steam. After sending Steam the emails they refunded my purchase too. But I'll never spend another dime on Funcom.

SSG would have to put in a lot of work to rival what happened to me from Funcom. But, I hope SSG realizes it pays to treat customers right. DDO customer service has always treated me well and done right by me. Funcom somewhat also until the last episode. I don't contact CS often, and I don't cheat or do anything to be contacted by them gameplay wise. I had a minor issue with Funcom way back in 2001 o r 02 or so, but this last thing was crazy. I like and play both AO and AoC in my rotation, or used to. Now I'm done with them forever.

I think we can all probably agree working in customer service sucks, but it greatly behooves a company to ensure their customers are treated right and when a big issue happens like losing all your TR cache that even if it can't be resolved quickly (which it should) at least openly communicate with your customers about what is going on - good, bad, and ugly. Reasonable adults act reasonably when treated well and truthfully. Just give the straight ****, keep the customer in the loop, don't toy with them and make loses or issues right. If you can't restore the TR for some reason, state why and find out what a suitable remedy would be and go over it. Like those experience gem chests or something. I bet there aren't a lot of loses players would cry about if given enough of those. Or something else good. And overdoing it as way to apologize is just a way to make customers happy. I spend more on companies that treat me well, and nothing on the ones that I think screwed me.

[Pororoca]

Gordon Ramsey can host. I'd pay to see him teach SSG some human decency.


I'm in my own TR Nightmare, not my first either. Almost in to my fourth day on this ring around the mayonnaise jar.



40 days and 40 nights though..

****