Dont know exactly where to post this.

[Ensombreza]

Hello fellow EQers. I have recently returned from a year of being absent and I noticed my characters on Guk server appear to be nonexistant. Do characters get deleted after a certain amount of time? If so is there a way to restore them at all? Has anyone else experienced anything similar? Any info at all that could help me out would be very much appreciated. I have issued a petition for In-game support, and am waiting to hear back. So I figured durring my wait I would see if anyone here has any information on what to do, or even if I can do anything at all.

[TSR-TrevorG]

Characters and accounts are not deleted.You can /petition a GM in game to see if they can be restored.

[Ensombreza]

Thanks Trevor. I remember taking a even longer break before this last one and my characters were ready and waiting for me as soon as I returned. So I figured that you guys didnt delete (and you guys rock btw) and that it was maybe just some minor issue. I just want to transfer to Vox badly so hopefully it will all get sorted soon enough. THanks!

[Ensombreza]

<p>Ok, now I am exceedingly more annoyed about my current situation.  Apparently when asking to recieve my forgotten account information the information you guys sent to me is a alternate account to the one that actually contains my characters. Not only that it is on that wrong account that I had purchased RoK all in one pack to hopefully play as my previously created characters. So now I have a game, a months worth of free play, and all the expansions but absoultey nothing else. Not only that I have been contacting you guys a good portion of the day to try to get this sorted and you refer me to a different customer service rep. I cannot believe how frustrating SoE is with all of this, I dont see how I could even have multiple accounts when I have been been using the same email for about 5 years now, prior to this game's release even. Not to mention the account information you guys sent me is is the name of my main character who's account I am trying to recover, so I dont see how that is even possible. Especially considering when I log I still have all the veteran rewards which would indicate I had owned the game for over 2 years now. None of it makes sense, and I think its ridiculous you guys can look into my account and tell me that it is still in existance, and that its a seperate account, but cant give me the [Removed for Content] info to log in. Even when I log in with the info you guys gave me I can view the downloadable content I purchased over a year ago for the account im trying to recover, but you cant give me the account information? SoE at this point has been obnoxious. Everything from Navigating the site to the page load speed is is almost insulting to your customers. </p><p>I was really looking forward to restarting EQ II up again as its a great game, but I am afraid the poor customer service, and the lack of help is starting to ruin that entirely to the point where it is causing much more stress than it would enjoyment.  There is a small possibility the account could be attached to a alternate email I was using when my PC was busted, but the chances of even that are slim, and there is no way in hell I could even begin to imagine what other email I may have been using.  All in all something needs to be done about my situation, as I have invested a good portion of my day trying to work this through. Also in response I dont want to see something like "As a fellow Gm previously told you" or anything remotely sarcastic or pushy. I am the customer here, I have paid for something, and I am seeing red and unsatisfied.</p><p>Thanks, and hopefully you guys will change my mind about SoE customer service.</p>

[Elorah]

<cite>Ensombreza wrote:</cite><blockquote><p>Ok, now I am exceedingly more annoyed about my current situation.  Apparently when asking to recieve my forgotten account information the information you guys sent to me is a alternate account to the one that actually contains my characters. Not only that it is on that wrong account that I had purchased RoK all in one pack to hopefully play as my previously created characters. So now I have a game, a months worth of free play, and all the expansions but absoultey nothing else. Not only that I have been contacting you guys a good portion of the day to try to get this sorted and you refer me to a different customer service rep. I cannot believe how frustrating SoE is with all of this, I dont see how I could even have multiple accounts when I have been been using the same email for about 5 years now, prior to this game's release even. Not to mention the account information you guys sent me is is the name of my main character who's account I am trying to recover, so I dont see how that is even possible. Especially considering when I log I still have all the veteran rewards which would indicate I had owned the game for over 2 years now. None of it makes sense, and I think its ridiculous you guys can look into my account and tell me that it is still in existance, and that its a seperate account, but cant give me the [I cannot control my vocabulary] info to log in. Even when I log in with the info you guys gave me I can view the downloadable content I purchased over a year ago for the account im trying to recover, but you cant give me the account information? SoE at this point has been obnoxious. Everything from Navigating the site to the page load speed is is almost insulting to your customers. </p><p>I was really looking forward to restarting EQ II up again as its a great game, but I am afraid the poor customer service, and the lack of help is starting to ruin that entirely to the point where it is causing much more stress than it would enjoyment.  There is a small possibility the account could be attached to a alternate email I was using when my PC was busted, but the chances of even that are slim, and there is no way in hell I could even begin to imagine what other email I may have been using.  All in all something needs to be done about my situation, as I have invested a good portion of my day trying to work this through. Also in response I dont want to see something like "As a fellow Gm previously told you" or anything remotely sarcastic or pushy. I am the customer here, I have paid for something, and I am seeing red and unsatisfied.</p><p>Thanks, and hopefully you guys will change my mind about SoE customer service.</p></blockquote>So you have 2 accounts?  You are upset that they gave you info, just not the one that you wanted?You are confusing me.  I can honestly tell you though that as an ex Customer Service Supervisor....  People are always willing to help the nice ones....  The ones that become angry are not always helped as well as those that are kind...Did you try to call them?  or speak with Live tech on line?  Procedures are there for a safety reason...  Without knowing more info about that previous account, it will be tough to prove that it is in fact yours.  Think of it the opposite way...  IF they gave out that info easily to a hacker...  You would be even more upset....Give it some time..  I have found the Customer Service here to be very helpful.... 

[ganjookie]

I've had an issue with the wrong expansion on the wrong account, they sent it to a tier 2, and it was done by the end of the day. I see you posted at 11pm..when did you talk to them?

[Ensombreza]

<cite>Elorah wrote:</cite><blockquote><cite>Ensombreza wrote:</cite><blockquote><p>Ok, now I am exceedingly more annoyed about my current situation.  Apparently when asking to recieve my forgotten account information the information you guys sent to me is a alternate account to the one that actually contains my characters. Not only that it is on that wrong account that I had purchased RoK all in one pack to hopefully play as my previously created characters. So now I have a game, a months worth of free play, and all the expansions but absoultey nothing else. Not only that I have been contacting you guys a good portion of the day to try to get this sorted and you refer me to a different customer service rep. I cannot believe how frustrating SoE is with all of this, I dont see how I could even have multiple accounts when I have been been using the same email for about 5 years now, prior to this game's release even. Not to mention the account information you guys sent me is is the name of my main character who's account I am trying to recover, so I dont see how that is even possible. Especially considering when I log I still have all the veteran rewards which would indicate I had owned the game for over 2 years now. None of it makes sense, and I think its ridiculous you guys can look into my account and tell me that it is still in existance, and that its a seperate account, but cant give me the [I cannot control my vocabulary] info to log in. Even when I log in with the info you guys gave me I can view the downloadable content I purchased over a year ago for the account im trying to recover, but you cant give me the account information? SoE at this point has been obnoxious. Everything from Navigating the site to the page load speed is is almost insulting to your customers. </p><p>I was really looking forward to restarting EQ II up again as its a great game, but I am afraid the poor customer service, and the lack of help is starting to ruin that entirely to the point where it is causing much more stress than it would enjoyment.  There is a small possibility the account could be attached to a alternate email I was using when my PC was busted, but the chances of even that are slim, and there is no way in hell I could even begin to imagine what other email I may have been using.  All in all something needs to be done about my situation, as I have invested a good portion of my day trying to work this through. Also in response I dont want to see something like "As a fellow Gm previously told you" or anything remotely sarcastic or pushy. I am the customer here, I have paid for something, and I am seeing red and unsatisfied.</p><p>Thanks, and hopefully you guys will change my mind about SoE customer service.</p></blockquote>So you have 2 accounts?  You are upset that they gave you info, just not the one that you wanted?You are confusing me.  I can honestly tell you though that as an ex Customer Service Supervisor....  People are always willing to help the nice ones....  The ones that become angry are not always helped as well as those that are kind...Did you try to call them?  or speak with Live tech on line?  Procedures are there for a safety reason...  Without knowing more info about that previous account, it will be tough to prove that it is in fact yours.  Think of it the opposite way...  IF they gave out that info easily to a hacker...  You would be even more upset....Give it some time..  I have found the Customer Service here to be very helpful....  </blockquote><p>My point is that I shouldnt have two accounts, and dont understand at all why I would have. I have been using the same email for over 5 years now, prior to the game's release. The account info they gave me has information on it linked to the other account they are telling me I have which contains my characters. It is all really entirely confusing and hard to explain my situation so I can see where you would be confused. </p><p> The account that has my characters on it they are telling me I have, but they havent given me the info to it which I guess is for security reasons, but if they did a little research (very little, like looking up my address, past downloadable content purchases, etc..) they would see that it is me and give me the info to the account im trying to access and transfer my RoK all in one, and free month over to that account ontop of giving me my info. Instead I get told to speak to another person who tells me to speak to another person who is getting tired of me contacting them. I am getting tired of trying to sort this too, its not fun getting this stressed over something that should be essentially easy. I hadnt lost my patience or become angry until lastnight when it had been 6+ hours or so and everything was still entirely unable to be resolved. The only helpful thing customer service did for me was tell me my account still exist, and that is all. Ontop of that frustration this site has incredibly slow load times and poor navigation that make it even worse in attempting to find the proper rep to contact.  </p><p> And yes to answer your question I sent multiple emails, and spoke to a live tech. It is all really frustrating that through all of this I have not recieved any help yet. Also the account tech appears to not be contactable through phone until Monday, which they told me lastnight when they finally emailed me about 5 or so hours after having sent my original inquiry. Now if they told me to contact account support earlier in the day instead of having me speak to whoever else they did I wouldnt be in this mess.</p>

[Elorah]

So you never opened a second account?  Through a trial?  I giess that that is where I am confused at...  As for the forums, I do not have slow load times at all...  *shrug*

[Ensombreza]

<cite>Elorah wrote:</cite><blockquote>So you never opened a second account?  Through a trial?  I giess that that is where I am confused at...  As for the forums, I do not have slow load times at all...  *shrug*</blockquote><p>Even if I had a alternate account I would use the email that I have consistantly been using ever since getting my first PC. I dont believe I have created a trial account, and what I find really confusing is when I paid for a month last year I had no trouble logging into my account. It was just this time with reinstalling and everything. Also when I asked for my account info that they emailed to me the station name is named after my main character on my account I am trying to get back. </p><p>It is all just entirely confusing to me. I dont know where an error occured, but one definately did.</p>