Character broke (Epic Destiny) -- ignored by support?

[Kamode_Corebasher]

**********AND A FURTHER UPDATE***********

This may have been my issue all along. I talked to the fatespinner then walked away and ctrl E to manipulate. Logged off then back on and no ability to manipulate via ctrl E. Talked to the fatespinner again and again was able to manipulate after through the fatespinner and through ctrl E. Headed to the Harbor and ctrl E didn't work. Looks like this may have been my lack of knowledge to begin with--not knowing how non-VIP worked in relation to EDs. Yuck!

**********End Further Update***************


********UPDATED HERE AT TOP************

AND...the account is now fixed. Thanks DDO Staff!! CTRL E and I can now spend points and move to adjacent trees.

DDO staff:
Can we now talk about compensation for lost XP and his not being able to contribute in most epic quests during this time? This equals him only getting on to spend time with me and the spouse and not getting on because he's been enjoying the game and feeling his character can contribute. He should be close to three completed ED trees, but only has 1.

********End Update***********


I'm posting here in hope that I get my issue fixed. I've submitted help tickets and requests over the last month+ to get this fixed but am getting ignored.

The tldr is this:
I created a new account with expansion packs and other packs purchased (not a VIP account). Three accounts actually. These are to introduce the game to old personal friends. One account is being used and the first character is now into Epic's and the character choose destiny Legendary Dreadnought and has earned all xp in that tree, but cannot spend a point in LD nor move to adjacent tree's. The cores in Legendary Dreadnought are usable.


Below is my Support request history...I've stripped out the ingame GM names so as not to get myself in trouble.

NOTE: I love this game. This lack of support to fix the issue is embarrassing. I've been playing since 2009 and have dumped ~4tons worth of hours into the game.

Support request history to date:
================================================== =

ingame ticket ID#:5172268 (Closed)
submitted 3/31/19 (evening timeframe)

Description:
I am unable to spend action points in my epic destiny active tree.

History:
04/01/19 09:45 AM Thank you for your request for assistance. Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. The issue you are reporting cannot be resolved while you are offline. If you have a similar issue in the future, please submit a new help request from the character experiencing the issue and we will be happy to assist you. - +GMalias1+

================================================== ===========

ingame ticket ID#:5172519 (Closed)
submitted 4/1/19 (evening timeframe)

Description:
I am unable to spend action points in my epic destiny active tree.

History:
4/2/19 11:41 AM Thank you for your request for assistance. Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. The issue you are reporting cannot be resolved while you are offline. If you have a similar issue in the future, please submit a new help request from the character experiencing the issue and we will be happy to assist you. - +GMalias1+

================================================== =================

ingame ticket ID#:5173370 (Closed)
submitted 4/6/19 (morning timeframe)

Description:
I am unable to spend action points in my epic destiny active tree, and I cannot move to a new tree adjacent to mine.

History:
04/06/19 02:51 PM Thank you for your request for assistance. Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. The issue you are reporting cannot be resolved while you are offline. If you have a similar issue in the future, please submit a new help request from the character experiencing the issue and we will be happy to assist you. - +GMalias2+
04/06/19 02:45 PM Thank you for your request for assistance. Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. The issue you are reporting cannot be resolved while you are offline. If you have a similar issue in the future, please submit a new help request from the character experiencing the issue and we will be happy to assist you. - +GMalias1+

===============================================

ingame ticket ID#:5173370 (Closed)
submitted 4/6/19 (afternoon timeframe)

Description:
I am unable to spend action points in my epic destiny active tree, and I cannot move to a new tree adjacent to mine

History:
04/06/19 09:14 PM The issue you have described has been recorded for review by the In-Game Support team but is not an issue that we can assist with. We recommend that you take a moment to submit a formal bug report at this url: https://help.standingstonegames.com/...form_id=438007 to aid in the research of this issue. Please understand that while bug reports are great for gathering information, bug reports may not be responded to and may not offer an immediate resolution to your issue. - +GMalias3+

==================================================

STANDING STONE GAMES HELP
MY ACTIVITIES
website ticket Request #84702
I am unable to spend action points in my epic destiny active tree.

Kamode
April 06, 2019 10:09 PM

I am unable to spend action points in my epic destiny active tree. I've earned xp to rank 4 and yet cannot spend 1 point nor move to an adjacent tree (make active is grey'd out). I seem to not connect with in-game support persons as they typically close my ticket the next morning.

------------------------------------

Kamode
April 07, 2019 08:32

This is still an issue and I'd really appreciate your help with this.
In-game support is now stating they cannot resolve and to submit a bug report (though they always reply after I've logged off, and the first three closing's of my ticket stated they cannot resolve due to me not being logged on).

I've now capped the destiny and cannot switch to any other (cannot make active any other tree). I've performed a lesser reincarnate with no resolve and would appreciate a reimbursement. I have print-screens of my issue if you need.

Thanks for your time and I look forward to your response!

----------------------------------

Kamode
April 11, 2019 16:37

Where does this stand...do you have an eta?

==================================================

I decided to send a forums email...

Recipient Users: Cocomajobo, Cordovan, Lynnabel, Steelstar
04-10-2019, 12:48 AM
Kamode_Corebasher Kamode_Corebasher is online now
Community Member

Join Date
Dec 2006
Posts
398
Default

Need your help

Hi Cordovan (or other Devs I included),

I have an open SSG Help ticket that is not yet replied to and I would appreciate your asking where this stands...having "Help" get back to me. This was my subject line and ticket number which has the details and account/character name that is affected:

[Request received] I am unable to spend action points in my epic destiny active tree. - 84702

To give more detail:
I created an account for a friend to try the game...Not VIP but all expansion packs plus plus. The friend just got into epics and now Epic Destinies are broke for his character (account?). I opened in-game tickets early last with no resolve (all closed...and the last one stating they could do nothing and to submit a bug report).


Thanks for your time on this,

-------------------------------------------------

Cordovan's reply to just me:

04-10-2019, 06:21 PM
Cordovan Cordovan is offline
Community Manager

Cordovan's Avatar Join Date
Nov 2010
Location
Boston Area, MA
Posts
25,860
Default Re: Need your help

The person who plays on the account should be the one to get in touch with Customer Service.

-----------------------------------------------

My reply back (thinking Cordovan's lack of a service response required me adding other devs back to the response)
Recipient Users: Cocomajobo, Cordovan, Lynnabel, Severlin, Steelstar
04-11-2019, 12:00 AM
Kamode_Corebasher Kamode_Corebasher is online now
Community Member

Join Date
Dec 2006
Posts
398
Default Re: Need your help
Cordovan and SSG Team,

How does SSG get this character/account fixed (The account that I created after Christmas and have been the sole investor in and have the UID and PSWD for)? My statement in my email below of "I opened in-game tickets early last week with no resolve" is not exactly accurate...I walked him through opening those tickets (the 1st and 3rd).

Even more detail:
My plan for this account (and two others) has been to get my old D&D friends from my Marine Corps days up and playing DDO with me...game nights in DDO. These are working professionals (*** IT guy, **+** guy, **--** IT guy). One has started playing (the only guy with kids grown), and the account he's using is his account for all intents and purposes (he will give it back if he feels DDO is not for him). But after my guiding him through submitting in-game support help tickets (Customer Service tickets?), then having in-game support close out the ticket next day due to "You need to be logged on to this character at time of support--closing ticket" on three separate days and separate tickets, then the 4th day having them close out the 4th ticket minutes after he logs off (after submitting then playing ~3 hours in-game while waiting, then log for 30 minutes for lunch, then come back to find the response, then opening another ticket with response stating there's nothing they can do--that he needs to submit a bug report). This is not a bug (or is it :-)). This now has me more involved and working through this so he doesn't have to work further at getting help/support. And now Cordovan you have me working even more. Spending my time figuring out the new SSG help account and then creating this SSG help ticket (84702) was not enjoyable...AND I have yet to know if this is the proper path to resolution. With no response through SSG help ticket (84702), I'm now emailing you all. And now you Cordovan are telling me that he'll have to create a new SSG help account and new ticket? Will he also get no response? This is really not good.

Please help fix this character/account and it's inability to utilize Epic Destinies. If you refuse to work with me and will only work through him, then please relay exact directions on how he will get the help needed. The account name and character name were required when I filled out this SSG help ticket (84702)...if you don't have access to that, I can restate them here.

Hopeful,
kamode

==================================================

AND back to another new ingame ticket...
ingame ticket ID#:5174915 (Open and remaining open [date is now 5/6/19])

submitted 4/13/19 (mid morning timeframe)

Description:
This is a new character and just into Epic. My epic destiny tree is active and I'm earning points but cannot spend them (cannot spend a single point in tier 1. I am getting the core's of my epic destiny tree available as I've earned the XP. Please help

History:
04/13/19 03:55 PM is there an eta?...I've been on for 5 hours. - Stipelso
04/13/19 04:04 PM I should clarify...I submitted this ticket then have been on and waiting for 5 hours. - Stipelso
04/14/19 08:55 AM Thank you for contacting In-Game Support. Your help request requires you to be online in order to receive assistance. Your help request is now being moved into our watching queue. The next time you are online a Game Master will try to get in touch with you. Due to ticket volume, there may be a delay in contacting you. **You must be online with the character experiencing the issue in order for us to assist.** - +GMalias1+
04/18/19 12:28 PM I'm online now for a bit...hoping we're able to connect. - Stipelso
05/04/19 11:34 AM I'm again online and would appreciate getting this issue resolved. Hoping staff is available. - Stipelso
05/05/19 12:18 PM I'm here and available again...I sent a successful tell to +GMalias1+ again just like yesterday...hoping to get a reply back and a fix for this account or character. - Stipelso

===============================================

I was away for vacation this late April and my friend did not log during that time, so ingame support would not have had much opportunity to help from April 19th until ~May 1st.

I've been sending ingame tells over the last couple days through the character Stipelso to the +GMalias1+ and +GMalias2+ and they are online but not replying back nor updating the ingame ticket (hours of time after tells for them to respond). Also, that ticket is now not update-able stating in a red heading: A GM has not yet responded to your previous comments. Please wait for a GM response before submitting new comments.

[Hobgoblin]

i had something similar happen... i went to a different destiny and back and it worked.... have u tried that?

[Kamode_Corebasher]

i had something similar happen... i went to a different destiny and back and it worked.... have u tried that?

The "Make Active" for adjacent destinies is grey'd out, so cannot.

[gilstar9]

"I created a new account with expansion packs and other packs purchased (not a VIP account). Three accounts actually. These are to introduce the game to old personal friends. One account is being used and the first character is now into Epic's and the character choose destiny Legendary Dreadnought and has earned all xp in that tree, but cannot spend a point in LD nor move to adjacent tree's. The cores in Legendary Dreadnought are usable."

Probably a silly question, but nowhere in the above statement did you say that you purchased Epic Destinies. They are free for V.I.P. but otherwise you would have to purchase them on a per account basis. Not sure if this is your issue or not. Hope this helps!

[Kamode_Corebasher]

"I created a new account with expansion packs and other packs purchased (not a VIP account). Three accounts actually. These are to introduce the game to old personal friends. One account is being used and the first character is now into Epic's and the character choose destiny Legendary Dreadnought and has earned all xp in that tree, but cannot spend a point in LD nor move to adjacent tree's. The cores in Legendary Dreadnought are usable."

Probably a silly question, but nowhere in the above statement did you say that you purchased Epic Destinies. They are free for V.I.P. but otherwise you would have to purchase them on a per account basis. Not sure if this is your issue or not. Hope this helps!

I was thinking the same thing, but it came with my purchase of "Menace of the Underdark - Standard Edition", which I bought during the holiday sale for each of these accounts. I also looked in the store and it wasn't available, so assuming it applied when I entered the code for MotU to the account.

[Garix]

Probably a silly question, but nowhere in the above statement did you say that you purchased Epic Destinies. They are free for V.I.P. but otherwise you would have to purchase them on a per account basis. Not sure if this is your issue or not. Hope this helps!

ED's are not free to VIP'S. They require buying either MotU expansion or can be bought separately in the store.

[Krelar]

Are they talking to the fate spinner when trying to spend the points? VIP can change things in any public area but everyone else has to talk to the fatespinner every time they want to make a change.

[Kamode_Corebasher]

Are they talking to the fate spinner when trying to spend the points? VIP can change things in any public area but everyone else has to talk to the fatespinner every time they want to make a change.

He talked to the fatespinner to choose the destiny to start in, but I'm unsure about going back to the fatespinner after that point...I'll log in to him and see if any other options at the fatespinner that could jog him into working properly.

[Kamode_Corebasher]

Quote Originally Posted by Krelar View Post
Are they talking to the fate spinner when trying to spend the points? VIP can change things in any public area but everyone else has to talk to the fatespinner every time they want to make a change.

Kamode_Corebasher = He talked to the fatespinner to choose the destiny to start in, but I'm unsure about going back to the fatespinner after that point...I'll log in to him and see if any other options at the fatespinner that could jog him into working properly.

AND...the account is now fixed. Thanks DDO Staff!! CTRL E and I can now spend points and move to adjacent trees.

DDO staff:
Can we now talk about compensation for lost XP and his not being able to contribute in most epic quests during this time? This equals him currently only getting on to spend time with me and the spouse and not getting on because he's been enjoying the game and feeling his character can contribute.

**Making a note in the original post.

[Kamode_Corebasher]

Are they talking to the fate spinner when trying to spend the points? VIP can change things in any public area but everyone else has to talk to the fatespinner every time they want to make a change.

Thanks Krelar for pointing this out. I didn't realize non-VIP had to make changes at the fatespinner every time they want to make a change.

[Eryhn]

edit: nvm