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Tallyn
08-08-2007, 07:43 PM
Original Ticket ID #283285

I reported three items lost in the mail. I mailed them from Calar-Riedra to my other character Calar (Originally from Khyber). I lost an +2 Int Tome, +6 Dex/+3 Jump Ring (RR Human), and a Ring of Spell Storing. This was approximately 5:40pm PST Thursday 8/2/07. There was a server crash and when I logged on to both characters the items were not in the mail, nor were they in the other characters inventory.

It may help to mention that I have two accounts currently so I one character was on one, and one was on another.

The response I received from the GM was this:

"Support is not able to grant, replace, or restore any in-game content or quest progression status that may have been affected by the server issue. Thank you for contacting Dungeons & Dragons Online Customer Support!"


I asked to escalate this to a senior GM who also said the same thing.

Why was I told this and then I see in this very forum the following in response to a very similar issue posed by Squier:



I looked at your ticket, and saw that a GM requested more information from you as to what was lost which you did not mention in your ticket. Please update your ticket as soon as you can so that we may research it further. Thank you.



As I have told you Squier, your report is being researched. These things do take time.

When more information is available you will be contacted.



Did I not provide enough information originally for the ticket? They could have just asked.

At this point I am infuriated beyond belief, I have posted a couple of times about this, and I have PM'ed Sparker and have yet to receive a response.

Please let me know why my issue is not being addressed seriously.

Sparker
08-08-2007, 11:20 PM
I don't see a PM from you Tallyn. Sorry that this happened to you, but what the GMs told you is correct, we can not replace items lost due to server crashes or client disconnects. Many times this will result in a rollback of the character and could cause you to lose any progress made within the past 15 minutes.

Sorry that we were not able to help you Tallyn and I do understand your frustration at the situation.


Original Ticket ID #283285

I reported three items lost in the mail. I mailed them from Calar-Riedra to my other character Calar (Originally from Khyber). I lost an +2 Int Tome, +6 Dex/+3 Jump Ring (RR Human), and a Ring of Spell Storing. This was approximately 5:40pm PST Thursday 8/2/07. There was a server crash and when I logged on to both characters the items were not in the mail, nor were they in the other characters inventory.

It may help to mention that I have two accounts currently so I one character was on one, and one was on another.

The response I received from the GM was this:

"Support is not able to grant, replace, or restore any in-game content or quest progression status that may have been affected by the server issue. Thank you for contacting Dungeons & Dragons Online Customer Support!"


I asked to escalate this to a senior GM who also said the same thing.

Why was I told this and then I see in this very forum the following in response to a very similar issue posed by Squier:









Did I not provide enough information originally for the ticket? They could have just asked.

At this point I am infuriated beyond belief, I have posted a couple of times about this, and I have PM'ed Sparker and have yet to receive a response.

Please let me know why my issue is not being addressed seriously.

Tallyn
08-09-2007, 12:35 AM
I don't see a PM from you Tallyn. Sorry that this happened to you, but what the GMs told you is correct, we can not replace items lost due to server crashes or client disconnects. Many times this will result in a rollback of the character and could cause you to lose any progress made within the past 15 minutes.

Sorry that we were not able to help you Tallyn and I do understand your frustration at the situation.


Refusal to even investigate the matter is what infuriates me. If you could at least look into it and say "I'm sorry, our archives dont have record of the event you described, we cannot reimburse the lost items", at least I'd be happy you looked at it. What was different from my event (a problem with the mail) and Squier's? You can look into his but not mine? Why is that?

I'd gladly welcome a rollback of that character at that time due to the value of the items lost.

Darkwolf
08-09-2007, 07:35 AM
So, you trusted a +2 tome and a +6 stat item to the mail. When it is a well known fact that things occasionally get eaten.

Can't say I'm feelin' ya. Should have moved them through a guildy or friend.

Ziggy
08-09-2007, 08:11 AM
I don't see a PM from you Tallyn. Sorry that this happened to you, but what the GMs told you is correct, we can not replace items lost due to server crashes or client disconnects. Many times this will result in a rollback of the character and could cause you to lose any progress made within the past 15 minutes.

Sorry that we were not able to help you Tallyn and I do understand your frustration at the situation.
interesting to know....

What happens if the person is OK with losing the alst 15 minutes to get an item back? ASsuming they got the item more then 15 minutes ago.

Impaqt
08-09-2007, 09:07 AM
So, you trusted a +2 tome and a +6 stat item to the mail. When it is a well known fact that things occasionally get eaten.

Can't say I'm feelin' ya. Should have moved them through a guildy or friend.


The really strange thing is that he says he has TWO Accounts... And was logged into Both of them so he mus thave 2PC's. He could of transfered them Himself.....

Hafeal
08-09-2007, 09:34 AM
The really strange thing is that he says he has TWO Accounts... And was logged into Both of them so he mus thave 2PC's. He could of transfered them Himself.....

I was thinking the exact same thing. And if you visit the forums you have heard about mail issues before.

Darkwolf
08-09-2007, 09:41 AM
The really strange thing is that he says he has TWO Accounts... And was logged into Both of them so he mus thave 2PC's. He could of transfered them Himself.....

Heh, I missed that part. Wow.

:eek:

Riddikulus
08-09-2007, 09:52 AM
So, you trusted a +2 tome and a +6 stat item to the mail. When it is a well known fact that things occasionally get eaten.

Can't say I'm feelin' ya. Should have moved them through a guildy or friend.
I don't think transferring via trade window is all that much safer than the mail system in the case of a server crash. The exact same result is just as likely.

Tallyn
08-09-2007, 10:05 AM
The really strange thing is that he says he has TWO Accounts... And was logged into Both of them so he mus thave 2PC's. He could of transfered them Himself.....

I have two accounts, one computer. I was logging out and back in to transfer the items. I was not logged into both accounts at the same time. Sorry if my first statement was a little unclear.

Darkwolf
08-09-2007, 10:07 AM
I don't think transferring via trade window is all that much safer than the mail system in the case of a server crash. The exact same result is just as likely.

I don't think so. If the crash happened before both parties accepted, then the items never left the original inventory. A crash would have to occur at the precise moment the second party 'accepted' the trade so as to catch the items between inventories. It's theoretically possible, but hardly 'as likely'.

I've never seen a report of items lost in this way. Also, the mail loss-of-item bug is not limited to server crashes.

Direct transfer is the more reliable method.

Riddikulus
08-09-2007, 10:14 AM
I don't think so. If the crash happened before both parties accepted, then the items never left the original inventory. A crash would have to occur at the precise moment the second party 'accepted' the trade so as to catch the items between inventories. It's theoretically possible, but hardly 'as likely'.

I've never seen a report of items lost in this way. Also, the mail loss-of-item bug is not limited to server crashes.

Direct transfer is the more reliable method.
You may be right. But I believe you are susceptable to server/client crashes from the time you click accept to some unknown period of time afterwards, the issue being how far along the database was in storing the transactions before the server crashed thereby losing the transaction.

IMO there should _never_ be loss of items. The database should always "have" the item, and only the owner changes (party A, mail, party B)... there should be no reason in the world that the item gets lost, short of a rollback to before the item was created.

Example... the way things appear to work for mail now:
1. Remove item from party A inventory
2. Add item to mail queue
3. Party B reads email and clicks detach
4. Remove item from mail queue
5. Add item to party B inventory

Obviously a crash inbetween step 1 and 2, or 4 and 5 can lose the item. I believe trading window works the same way, just by doing step 1 and 5, so perhaps half as likely to have a problem, but still likely.

What should really be happening is:
1. Change owner of item from Party A to mail server
2. Party B reads email and clicks detach
3. Change owner of item from mail server to Party B.

Here regardless of where the server crashes, the item always remains... it always has an owner.

Who's going to lay odds that DDO's system works more similarly to the first example than the second?

Krow
08-11-2007, 06:39 PM
I reported three items lost in the mail. I mailed them from Calar-Riedra to my other character Calar (Originally from Khyber)..

Not one to say "tough", you should have known better...

It seems risky to send mail from Calar to Calar. Even though the server tags are present. Especially after a big server move/merge.

But I have a feeling that they might pop up in time. I have heard/read of items finding their way back to the mailbox. In some cases a couple days.

Hope it turns out well.

Spookydodger
08-13-2007, 06:25 AM
It is known that cancer kills a lot of people. That doesn't make death by cancer any more acceptable.

The issue here seems to be a lack of investigation on the part of those we trust with running the game.

I can see why... it would take quite a bit of time to investigate these things baring some great tool being in the hands of the GMs to easily track items between accounts.

However, that doesn't make the bug, or their response, any more pleasant.

A blanket policy saying "no" is a cheap copout, in my opinion.