Unacceptable Customer Service Response to your broken Item code

slippery · 03-10-2011, 02:16 AM

It is really completely unacceptable that items drop (or lack of items in chests) and since they are all pattern crates open up a choice, and then when the item choice is not what it is supposed to be the Customer Service reps will not give people the correct item. It is just completely baffling that you will tell people no you can't have that item you earned because the code was wrong and didn't give it to you. Congratulations on your transmute.

Is it really that acceptable for this company to just tell its customers no you can't have what you earn because we can't code?

Jezes · 03-10-2011, 03:18 AM

I looted a Priest BP and when I examined it, I could only choose the tank ones. When I petitioned about this the response I got was basically: Sorry we can't help you with this because it hasn't been discovered on the server, we apologize for the inconvience.

Oh so the item that I was supposed to discover, that was bugged, wasn't discovered so I can't get it? Thanks, Sony. SMILEY

NViDiaFReaK · 03-10-2011, 05:30 AM

Jezes@Antonia Bayle wrote:

I looted a Priest BP and when I examined it, I could only choose the tank ones. When I petitioned about this the response I got was basically: Sorry we can't help you with this because it hasn't been discovered on the server, we apologize for the inconvience.
Oh so the item that I was supposed to discover, that was bugged, wasn't discovered so I can't get it? Thanks, Sony.

QFE

Lisabethy · 03-10-2011, 09:51 AM

I was to receive the Shadoweave Robe from the "Crystallized Spidersilk Robe" - however, upon "unpacking" it, it gave me "Robes of Flowing Rime". It doesn't have the same stats or look - I would like the Shadoweave Robe like it stated I should get.

I petitioned it but got a canned response about how they know this is an issue but oops - sorry, the GM's can't help ....

Nice.

***edited to add: When I requested my petition be left open so that at some point if they ever actually fix this item, I could make sure I get it - I was basically told there's nothing the GM's can do and now I can't respond to my petition again.

So devs - am I to assume that this won't be corrected? Because the first response kind of gave me an indication that y'all knew about it and were going to fix it - but these last couple responses get me thinking I just got hosed and too bad for me that the item code is broken.

Laiina · 03-10-2011, 11:55 AM

GM's are just that - GAME managers, not coders or developers.

If the item is not in the game due to dev oversight or error, it is not really the GM's fault.

Lisabethy · 03-10-2011, 12:03 PM

I'm not saying it's the GM's fault - what I'm saying is I was given the impression it was going to be fixed, yet with this last response, it was a too bad. I just want to know if I should transmute the item sitting in my bag or if the devs actually plan on giving us the item we thought we were looting according to the description and picture.

Lathain_Sarathai · 03-10-2011, 12:11 PM

GM are god in the game they can do everything. The lack of service is far beyoung the acceptable. ATM they are totaly useless. A recdord message saying "we r appologize, ..." that all we got. Few years ago, customers service was good... they really need to revert some change they have done, and change the leadership.

Lathain_Sarathai · 03-10-2011, 12:14 PM

I remember first petition i have done in my everquest life... my toon was stucked, you know what ? 2 min later a GM was at my feet, and 30 second later the issue was solve and i got a good day... that look so far...

Darkor · 03-10-2011, 12:21 PM

Laiina wrote:

GM's are just that - GAME managers, not coders or developers.
If the item is not in the game due to dev oversight or error, it is not really the GM's fault.

So what? while they cant fix the code, they could fix the current issue.

Lathain_Sarathai · 03-10-2011, 01:42 PM

i miss the time where a "/who gm all" was part of the game for ingame support, where a gm could really help you.

Gaige · 03-10-2011, 03:12 PM

Laiina wrote:

GM's are just that - GAME managers, not coders or developers.
If the item is not in the game due to dev oversight or error, it is not really the GM's fault.

The item is in the game it just isn't working properly. Another guild on our server ran into the same issue and the CSR gave them the correct BP without issue.

slippery · 03-10-2011, 05:10 PM

The fact is, there is clearly a policy in place saying don't help the players because our coding is broke. What kind of policy is that? Oh sorry our stuff is so broke so instead of just fixing it in 30 seconds while we respond to your petition we are going to spend even more time replying to you repeatedly about how we aren't going to fix it.... That makes complete sense.

Sorry, we can't fix our game, so you can't have your loot. Loot that we can easily give you while taking the incorrect item you received out of your bags. You might as well not bother running the zones and killing the mobs because we won't ever give you your loot. At some point it will get fixed and then maybe you could play.

slippery · 03-11-2011, 11:41 AM

The silence on this issue is deafening.

Khiara · 03-11-2011, 12:38 PM

slippery wrote:

The silence on this issue is deafening.

Which seems to be SoP for $OE on any issue that they don't wanna own up to being an error on THEIR part

Omougi · 03-14-2011, 11:04 PM

Hello!

We have been working with our GM team closely to resolve any lingering problems with previously bugged patterns. There was some miscommunication going on that is now cleared up. If you received a bugged pattern and it has not been resolved with our GM team, please update your ticket, or submit a new ticket, and request Lead GM Dunzensever. He will help you out.

PhabiusBile · 03-15-2011, 02:30 AM

Here is another issue for you.

If someone on the raid does happen to misloot there is no way t reassign the loot you open a trade window witht he correct person and as soon as you click on the box to drag it

guess what

you have to choose your reward and end up with a no trad eitem from the loot table.

When you petition to th gm they say that the item was already accepted and they can not transfer it to the appropriate person because there is a new system in game to do that.

The system isnt working.

You need to

1 Make the final reward transferable

or

2 make the box that rewards the final armor piece actually have an unpack option. so that a simple click to move it doesnt make it disappear.

slippery · 03-15-2011, 06:45 AM

Thank you Omougi for getting this issue sorted out. The poster previous to this post has a valid point as well. Often the armor crates basically unpack themselves, as well as not having a confirmation box upon looting. This creates the situation where items can very easily be assigned with no ability to use the systems put in place to rectify the situation. Any assistance in bother making sure armor crates and war runes offer the confirmation dialogue making sure the person wants to loot them and making sure armor doesn't unpack automatically would be greatly appreciated. I understand that due to the unlocking the ability to purchase the war rune upon looting it nothing can be done to remedy the misloots of those, but at least offering the confirmation upon it being assigned would be a great aide.

Lisabethy · 03-15-2011, 10:05 AM

Resubmitted mine - hopefully it'll get fixed. I loved the look of the other one as well as the stats and the one I got ...not so much! lol

Anastasie · 03-15-2011, 03:56 PM

The War Rune Adornments are also very poorly implemented. There is no confirmation box when the Adorns are assigned and looted and they are automatically unpacked and there is no way to trade them to the person who should actually get the item (who was also in the raid). We have had our looter misclick a name and because of the lack of a confirmation window it was looted and auto-unpacked to the wrong person/class. A petition was submitted, but we were told tough luck basically. The auto-loot feature was not enabled by the player btw. The War Rune adornments should also have to be manually unpacked so the trade feature will work for them as well. Perhaps the unlock could happen when the adorn is unpacked instead of when looted - then the box could be traded like the other loot and or Heirloomed to an alt on the same account.

I have noticed normal raid drops not popping up a confirmation box for looting and I know that I definately do not have auto-looting turned on. The Symbol of Cornicen is one example.

Omougi · 03-15-2011, 05:17 PM

slippery wrote:

Thank you Omougi for getting this issue sorted out. The poster previous to this post has a valid point as well. Often the armor crates basically unpack themselves, as well as not having a confirmation box upon looting. This creates the situation where items can very easily be assigned with no ability to use the systems put in place to rectify the situation. Any assistance in bother making sure armor crates and war runes offer the confirmation dialogue making sure the person wants to loot them and making sure armor doesn't unpack automatically would be greatly appreciated. I understand that due to the unlocking the ability to purchase the war rune upon looting it nothing can be done to remedy the misloots of those, but at least offering the confirmation upon it being assigned would be a great aide.

I am going to see if we can add a dialog confirmation box to patterns and war runes.

slippery · 03-15-2011, 05:28 PM

Thank you

03-10-2011, 02:16 AM	#1
slippery Loremaster Join Date: May 2005 Posts: 1,272	It is really completely unacceptable that items drop (or lack of items in chests) and since they are all pattern crates open up a choice, and then when the item choice is not what it is supposed to be the Customer Service reps will not give people the correct item. It is just completely baffling that you will tell people no you can't have that item you earned because the code was wrong and didn't give it to you. Congratulations on your transmute. Is it really that acceptable for this company to just tell its customers no you can't have what you earn because we can't code? __________________ Arabel/Iguards/Thristin/Islayx, Leader of Equilibrium on Antonia Bayle

03-10-2011, 05:30 AM	#3
NViDiaFReaK Loremaster Join Date: Nov 2004 Location: The Woodlands, Tx Posts: 544	Jezes@Antonia Bayle wrote: I looted a Priest BP and when I examined it, I could only choose the tank ones. When I petitioned about this the response I got was basically: Sorry we can't help you with this because it hasn't been discovered on the server, we apologize for the inconvience. Oh so the item that I was supposed to discover, that was bugged, wasn't discovered so I can't get it? Thanks, Sony. QFE __________________

03-10-2011, 11:55 AM	#5
Laiina Loremaster Join Date: Nov 2004 Posts: 622	GM's are just that - GAME managers, not coders or developers. If the item is not in the game due to dev oversight or error, it is not really the GM's fault. __________________

03-10-2011, 12:21 PM	#9
Darkor Server: Nagafen Guild: Nexus Rank: Ancient and Mummified Loremaster Join Date: Dec 2004 Location: Germany Posts: 1,957	Laiina wrote: GM's are just that - GAME managers, not coders or developers. If the item is not in the game due to dev oversight or error, it is not really the GM's fault. So what? while they cant fix the code, they could fix the current issue. __________________ Steal 90 Assassin Darkor 90 Swashbuckler Daerkin 90 Shadowknight Daerkor 90 Templar Ajjantis 90 Warden Melodic 90 Dirge Dayo 90 Monk Rasiel 88 Conjuror Razyeel 70 Wizard Biyon 65 Beastlord

03-10-2011, 03:12 PM	#11
Gaige Loremaster Join Date: Nov 2004 Location: Arizona Posts: 9,500	Laiina wrote: GM's are just that - GAME managers, not coders or developers. If the item is not in the game due to dev oversight or error, it is not really the GM's fault. The item is in the game it just isn't working properly. Another guild on our server ran into the same issue and the CSR gave them the correct BP without issue. __________________

03-10-2011, 03:18 AM	#2
Jezes Server: Antonia Bayle Guild: Equilibrium Rank: Member Loremaster Join Date: Jan 2010 Posts: 29	I looted a Priest BP and when I examined it, I could only choose the tank ones. When I petitioned about this the response I got was basically: Sorry we can't help you with this because it hasn't been discovered on the server, we apologize for the inconvience. Oh so the item that I was supposed to discover, that was bugged, wasn't discovered so I can't get it? Thanks, Sony.

03-10-2011, 09:51 AM	#4
Lisabethy Loremaster Join Date: Feb 2005 Posts: 338	I was to receive the Shadoweave Robe from the "Crystallized Spidersilk Robe" - however, upon "unpacking" it, it gave me "Robes of Flowing Rime". It doesn't have the same stats or look - I would like the Shadoweave Robe like it stated I should get. I petitioned it but got a canned response about how they know this is an issue but oops - sorry, the GM's can't help .... Nice. ***edited to add: When I requested my petition be left open so that at some point if they ever actually fix this item, I could make sure I get it - I was basically told there's nothing the GM's can do and now I can't respond to my petition again. So devs - am I to assume that this won't be corrected? Because the first response kind of gave me an indication that y'all knew about it and were going to fix it - but these last couple responses get me thinking I just got hosed and too bad for me that the item code is broken.

03-10-2011, 12:03 PM	#6
Lisabethy Loremaster Join Date: Feb 2005 Posts: 338	I'm not saying it's the GM's fault - what I'm saying is I was given the impression it was going to be fixed, yet with this last response, it was a too bad. I just want to know if I should transmute the item sitting in my bag or if the devs actually plan on giving us the item we thought we were looting according to the description and picture.

03-10-2011, 12:11 PM	#7
Lathain_Sarathai Loremaster Join Date: Aug 2007 Posts: 436	GM are god in the game they can do everything. The lack of service is far beyoung the acceptable. ATM they are totaly useless. A recdord message saying "we r appologize, ..." that all we got. Few years ago, customers service was good... they really need to revert some change they have done, and change the leadership.

03-10-2011, 12:14 PM	#8
Lathain_Sarathai Loremaster Join Date: Aug 2007 Posts: 436	I remember first petition i have done in my everquest life... my toon was stucked, you know what ? 2 min later a GM was at my feet, and 30 second later the issue was solve and i got a good day... that look so far...

03-10-2011, 01:42 PM	#10
Lathain_Sarathai Loremaster Join Date: Aug 2007 Posts: 436	i miss the time where a "/who gm all" was part of the game for ingame support, where a gm could really help you.

03-10-2011, 05:10 PM	#12
slippery Loremaster Join Date: May 2005 Posts: 1,272	The fact is, there is clearly a policy in place saying don't help the players because our coding is broke. What kind of policy is that? Oh sorry our stuff is so broke so instead of just fixing it in 30 seconds while we respond to your petition we are going to spend even more time replying to you repeatedly about how we aren't going to fix it.... That makes complete sense. Sorry, we can't fix our game, so you can't have your loot. Loot that we can easily give you while taking the incorrect item you received out of your bags. You might as well not bother running the zones and killing the mobs because we won't ever give you your loot. At some point it will get fixed and then maybe you could play. __________________ Arabel/Iguards/Thristin/Islayx, Leader of Equilibrium on Antonia Bayle

03-11-2011, 11:41 AM	#13
slippery Loremaster Join Date: May 2005 Posts: 1,272	The silence on this issue is deafening. __________________ Arabel/Iguards/Thristin/Islayx, Leader of Equilibrium on Antonia Bayle

03-11-2011, 12:38 PM	#14
Khiara Server: Kithicor Guild: Soul Garden Rank: Gardener Loremaster Join Date: Sep 2005 Posts: 362	slippery wrote: The silence on this issue is deafening. Which seems to be SoP for $OE on any issue that they don't wanna own up to being an error on THEIR part __________________

03-14-2011, 11:04 PM	#15
Omougi Developer Join Date: Feb 2011 Posts: 137	Hello! We have been working with our GM team closely to resolve any lingering problems with previously bugged patterns. There was some miscommunication going on that is now cleared up. If you received a bugged pattern and it has not been resolved with our GM team, please update your ticket, or submit a new ticket, and request Lead GM Dunzensever. He will help you out. __________________ Omougi \| Associate Mechanics Designer \| Everquest II

03-15-2011, 02:30 AM	#16
PhabiusBile Loremaster Join Date: Dec 2004 Posts: 84	Here is another issue for you. If someone on the raid does happen to misloot there is no way t reassign the loot you open a trade window witht he correct person and as soon as you click on the box to drag it guess what you have to choose your reward and end up with a no trad eitem from the loot table. When you petition to th gm they say that the item was already accepted and they can not transfer it to the appropriate person because there is a new system in game to do that. The system isnt working. You need to 1 Make the final reward transferable or 2 make the box that rewards the final armor piece actually have an unpack option. so that a simple click to move it doesnt make it disappear.

03-15-2011, 06:45 AM	#17
slippery Loremaster Join Date: May 2005 Posts: 1,272	Thank you Omougi for getting this issue sorted out. The poster previous to this post has a valid point as well. Often the armor crates basically unpack themselves, as well as not having a confirmation box upon looting. This creates the situation where items can very easily be assigned with no ability to use the systems put in place to rectify the situation. Any assistance in bother making sure armor crates and war runes offer the confirmation dialogue making sure the person wants to loot them and making sure armor doesn't unpack automatically would be greatly appreciated. I understand that due to the unlocking the ability to purchase the war rune upon looting it nothing can be done to remedy the misloots of those, but at least offering the confirmation upon it being assigned would be a great aide. __________________ Arabel/Iguards/Thristin/Islayx, Leader of Equilibrium on Antonia Bayle

03-15-2011, 10:05 AM	#18
Lisabethy Loremaster Join Date: Feb 2005 Posts: 338	Resubmitted mine - hopefully it'll get fixed. I loved the look of the other one as well as the stats and the one I got ...not so much! lol

03-15-2011, 03:56 PM	#19
Anastasie Loremaster Join Date: Dec 2005 Posts: 850	The War Rune Adornments are also very poorly implemented. There is no confirmation box when the Adorns are assigned and looted and they are automatically unpacked and there is no way to trade them to the person who should actually get the item (who was also in the raid). We have had our looter misclick a name and because of the lack of a confirmation window it was looted and auto-unpacked to the wrong person/class. A petition was submitted, but we were told tough luck basically. The auto-loot feature was not enabled by the player btw. The War Rune adornments should also have to be manually unpacked so the trade feature will work for them as well. Perhaps the unlock could happen when the adorn is unpacked instead of when looted - then the box could be traded like the other loot and or Heirloomed to an alt on the same account. I have noticed normal raid drops not popping up a confirmation box for looting and I know that I definately do not have auto-looting turned on. The Symbol of Cornicen is one example.

03-15-2011, 05:17 PM	#20
Omougi Developer Join Date: Feb 2011 Posts: 137	slippery wrote: Thank you Omougi for getting this issue sorted out. The poster previous to this post has a valid point as well. Often the armor crates basically unpack themselves, as well as not having a confirmation box upon looting. This creates the situation where items can very easily be assigned with no ability to use the systems put in place to rectify the situation. Any assistance in bother making sure armor crates and war runes offer the confirmation dialogue making sure the person wants to loot them and making sure armor doesn't unpack automatically would be greatly appreciated. I understand that due to the unlocking the ability to purchase the war rune upon looting it nothing can be done to remedy the misloots of those, but at least offering the confirmation upon it being assigned would be a great aide. I am going to see if we can add a dialog confirmation box to patterns and war runes. __________________ Omougi \| Associate Mechanics Designer \| Everquest II

03-15-2011, 05:28 PM	#21
slippery Loremaster Join Date: May 2005 Posts: 1,272	Thank you __________________ Arabel/Iguards/Thristin/Islayx, Leader of Equilibrium on Antonia Bayle