Runes of Magic US / AU

Quoted from "vfwiffo;592627"

Anyone got a reimbursement? I just got a ticket answered and answer was that since there was a rollback, they can't reimburse me. Ummm... isn't losing item shop items due to game operation issues, like rollback, a sufficient reason?

Rusty, ever heard of fail GF support?!

Thing is that support personnel imho does not know much about game itself.

You paid for things, game rolls you back - very easy to track purchases (i know as they were able to track my runes purchase) and items moves, and find that item is missing - support should reimburse you for any loss made by bad game programming/holes in game... but again... REAL support would do that... This one... hmmm....

Just hopping we don't experience too much rage quit over support, RQ over overpriced IS is enough to kill the game, this would be just drop that overflow the glass.

Don't be surprised if support was outsourced to India... to cut the cost.

It would be really nice to have some official info on people reporting roll backs. Seems that 'missing chest quest' time is back, just a bit different, and no word from CLM is really bad policy, imho.

I got "Unfortunately we cannot reproduce the role back you described and cannot offer a reimbursement here. "
Fortunately it was not on my main toon. My question is what would be acceptable proof for them to return equipment or reimburse? Will screenshots work, logs. what? If logs, what logs on local pc would help them to recover.

I feel cheated as I have been here since beta, and have spent plenty of RL money for myself, wife and childrens accounts.

I understand if they cant find proof, but if things like this are going to become more common then we should have some way to prove what state our characters are in, ie logs, local cache? Or even word if the screen captures would be enough to prove equipment loss.

Anyone had any success in getting equipment returned or any reimbursement? If so what did you have to prove the state of your character? Or was it from logs they went thru? Or a combo to help resolve it.

Again fortunately this was not on my main character, but I am really concerned on how we can safeguard our characters to at least get back equipment if something like this was to happen again. Any advice from a GM/CM or anyone else would be appreciated.

I'd say complain about your ticket response.

I didn't experience any rollback with my characters but I do feel that those who have lost items, especially Item Shop items, should be refunded.

If any rollback had worked to my advantage...

Say I mailed 50 million gold to an alt & got rolled back so that I still had it but my alt also had it in the mail, what would support do to me?

It seems to me that any time Support have to deal with an issue that disadvantages the players or is advantageous to Gameforge, they simply brush it off and claim it cannot be reproduced.
Any time there's something happens that benefits the players or causes a disadvantage to Gameforge, they come down hard on us.

This is not fair and it is not customer support being offered by Customer Support.

Quoted from "Inferiority;592646"

I'd say complain about your ticket response.

I didn't experience any rollback with my characters but I do feel that those who have lost items, especially Item Shop items, should be refunded.

Agree. I got a message very similar to the one that Concerned2 mentioned. It is a non-starter. Of course, it can't be reproduced on demand. 90% of solving most computer problems is reproducing the bug under controlled circumstances. A sporadic rollback of toons with no clear pattern is hard to solve, but quite a few people are hit by it by now. The benefit of the doubt should be given to those who have experienced.

Quoted

If any rollback had worked to my advantage...

Say I mailed 50 million gold to an alt & got rolled back so that I still had it but my alt also had it in the mail, what would support do to me?

Indeed. The rollback can lose and gain you stuff. I didn't want to mention it because it would be an exploit, and a bad one, but if people could reproduce it on demand, it would let them dupe items.

We had such an incident already. You could mail certain items to alt and not get them taken out. They quickly reset the system, fixed the bug and as I understand, rolled them back or traced them and took them out manually.

Quoted

It seems to me that any time Support have to deal with an issue that disadvantages the players or is advantageous to Gameforge, they simply brush it off and claim it cannot be reproduced. Any time there's something happens that benefits the players or causes a disadvantage to Gameforge, they come down hard on us.

This is not fair and it is not customer support being offered by Customer Support.

I can understand that it can't be reproduced. If they said that they can't verify the loss, and turn down reimbursement because of that, I could understand that position. I've had guildies who made up stories about losses during other system issues and got stuff for free. It would still be little unreasonable to expect people to keep exact track of all item movement, but at least there would be chain of thought that went into denial. But, what we got does not have one.

My second rollback actually has a proof of sorts. I had screenshot taken shortly before the rollback and right after. Let's see what they do with that.

I hate the feeling that this creates, that you should take screen shots off inventory on all toons, as it might just disappear...

Is there add on that does this?

Quoted from "RoMage;592652"

I hate the feeling that this creates, that you should take screen shots off inventory on all toons, as it might just disappear...

Is there add on that does this?

Not that I know.

I know inventory viewer takes snapshots of inventory, and stores it in ROM settings file. That is how you can see what your alts have. Game has no capability AFAIK to examine other toons' inventory, but as long as they dumped it into a commonly accessible file, you can see it.

But it does not have tracking capability, and even if it did, I don't see how addon (3rd party) log would be sufficient proof for GF. Still for your own tracking, it could be written like that, I guess.

Ans screenshots of inventory do very little. All you get is icon, unless you look at item detail, in which case you need dozens of shots. And then, who is to say that screenshots are a proof? Just because I say that I lost item doesn't mean I did, that they are my screenshots, that they have the right timestamps... They would have to trace the item; or take my word for it.

Quoted from "Concerned2;592637"

I got "Unfortunately we cannot reproduce the role back you described and cannot offer a reimbursement here. "
Fortunately it was not on my main toon. My question is what would be acceptable proof for them to return equipment or reimburse? Will screenshots work, logs. what? If logs, what logs on local pc would help them to recover.

I feel cheated as I have been here since beta, and have spent plenty of RL money for myself, wife and childrens accounts.

I understand if they cant find proof, but if things like this are going to become more common then we should have some way to prove what state our characters are in, ie logs, local cache? Or even word if the screen captures would be enough to prove equipment loss.

Anyone had any success in getting equipment returned or any reimbursement? If so what did you have to prove the state of your character? Or was it from logs they went thru? Or a combo to help resolve it.

Again fortunately this was not on my main character, but I am really concerned on how we can safeguard our characters to at least get back equipment if something like this was to happen again. Any advice from a GM/CM or anyone else would be appreciated.

I got the same email response, I clicked the 'complain' button on the ticket, and it said my ticket would be raised to the next level. So I think the initial email was just to weed out people so that they would have fewer tickets to actually look at. I also think it might not have been understood as I said "rollback" and the response said "role back", fail translator?

Sad thing is on a alt that ended up missing a tinc feather dagger that was stat'd for off hand, that happened a few weeks earlier, I had a old screenshot from end of Dec, wasnt good enough ;-)

I will try the complain button and escilate the issue, thanks for that advice. I would love to see a post from a GM/CM or anyone else on what they would accept as proof, would make life easier. That way i can protect my main toon from loss.

I probably would not be as nice about this if it would have happened on my main character as I have spend a lot more time grinding for gear and stats.... and puri's and plussers, and well you know......LOL

Quoted from "Concerned2;592668"

Sad thing is on a alt that ended up missing a tinc feather dagger that was stat'd for off hand, that happened a few weeks earlier, I had a old screenshot from end of Dec, wasnt good enough ;-)

Question is what can you tell from screenshot... Here are mine, for example:

Right before maintenance shutdown on Tuesday, I picked some money from mail, so had 13.1mil



... And after maintenance, I am back to 4.6mil gold; and SW packs being opened in "before" shot above are back in my inventory.



Does it prove my case? Not really. Who is to say that they are not in opposite order? Who is to say that the gold is not back in mailbox when I got rolled back (it wasn't).

Similarly, for you, you had a dagger. Screenshot does not prove that you lost it. Maybe you transferred it back to main. Maybe you sold it. Maybe you borrowed it from a guildie and gave it back. All it shows is that you had one at some point; how does prove that you lost it? If they can trace your item transfers, they can find what happens without screenshot. If they can't, the screenshot does not tell anything.

Not sure about GF support, but Frogster EU support was able to track my dagger sent from main account to an alt and all the way until it disappeared, without any trace (not in deleted items, not vendored etc.).

They still decided that they can't reimburse me as it was not 'known issue' that caused dagger to disappear, even after I explained step by step how it happened, and later did that again just to prove that quest is bugged. At that point I wrote letter to complaint department for FEU and deleted folder with game, removed link for ROM from browser... 2-3 months later got response that they reviewed my case and returned dagger to my alt.

Now - fun part - dagger was level 1 weapon with 2 level 7 runes and one loot 3 rune. Not weapon to loose temper over, but for me was enough dissatisfaction with support that was enough to move away from game.

TO me it seems that folks working in support are not aware that the same customers that they are keeping unhappy are actually paying for their job...

Believe me I know my tinc feather is gone, and will remain that way, because of the screenshot and age, but i dont normally screen shot all my stuff except for patches, etc. So if no change had occured since patch i have had no reason to screen shot all my gear. So my loss, no issue. But on the rollback they could look at the 4 hours of logs in question, see the gold I recieved in mail from AH, see the items bought in AH, see when i disconnected and logged back in (1.5 hours later) and that the gold and AH gear are gone. Would think that would be easy to find. Even if the log somehow rolled back for my account, i wouldnt think it would roll back from the AH as it is related to the game and not a specefic toon.

So I dont think they looked at all the logs, just mine, not AH, not mailbox,etc...

Again would a GM/CM let us know what would be the best way to prove what we had, so we can better protect ourselves in the future. That is what i am truely looking for, what is acceptable proof.... 1 week old screen captures? daily captures? Video recording? well you see where i am going..... what is acceptable to ensure a loss doesnt happen.