Architect Archive

Over a week ago I submitted the following ticket:

Ticket ID 244252

Last night I split 2K steel off of a stack of 12K steel to give to a guildmate. This morning before the servers tarted their non stop crashing, I visited my steel harvestors to collect resources and brought my steel total up to over 16K. Now when I am finally able to get back online, I am missing that stack of steel in my inventory, it is well over 3 days worth of collections. Three is also the possibility that my copper supplies have disapeared, but since I didn't use them like the steel above, I can't remember exaclty how many stacks and what amounts I had prior to the server crashed.

Eason

That was the ticket submitted on the day that the Starsider was down almost all day last week. I never received any messages from CSRs over this past week and assumed that I could just write the loss off and add just one more item to my expanding list of bad experiences in SWG.

So today I'm in a great mood because my character has just trained and recieved Master Architect. Our PA can finally make our guild hall. All last night I am doing collection of resources and trades with other artisans outside the guild to get what is needed to assemble the PA hall. I have made a 11 count crate of Power Conditioners, 11 count crate of Energy Distributor, and a 7 count crate of Generator Turbines (didn't have enough resources to make an 11 count). My plan is to assemble a 6 count crate of Power Core units, 2 for our PA hall and 4 more on hand for the two other PA customers that have been in contact with me.

I load the structure factory up with the factory identical items, one at a time since factories still won't pull items from crates correctly. I put in the resources needed, and here is where I could have saved myself at least part of the pain that is to come. I didn't split out exactly what the recipe requires, I just toss the whole stack in the ingredient hopper, 10K of carbonate ore, 10K of steel, and 4K of copper. I start the factory up and get ready to /sample while it is working.

Two minutes pass and I get the "connection to SWG has been lost" message. When I log back in, it gives me a patch update, I figure they have once again, without warning, shut the server down for a hotfix. I'm back in the game in front of my factory, I check it to find that it isn't in the middle of a schematic run. It has no schematic loaded, the input AND the output hoppers are empty. Over 30,000 units of resources, about 4 hours of gametime work on subcomponents has been WIPED OUT!!!

CSRs in the launchpad chat rooms are being swarmmed by angry customers because the patch has them unable to connect to the game. /tell messages to 4 different CSRs pleading for in game help have been completely ignored.

I send in a ticket via the holocron with the details of yet another disapearance of my much needed resources. This is when I notice that the date on my week old first ticket has changed and a CSR has appended the following to it:

Comment ID 424099

From CS Agent

Hello Eason, this is CSRChristopherS.

Unfortunatly this is a KNOWN ISSUE. We are not giving reimbursments for these losses at this time, however I will keep your information on file incase there is a reversed decision. The development team is working on the problem. If you have any aditional questions please reply to this message, otherwise please mark this ticket as close. Thank you.

OMG. Very nice of you to notice that your game has just kicked me in the jimmy, but then you come over to my prone body and have to urinate on me as well?

I don't even know what to say now, and even if I did know what to say, what would the point be? It is obvious they don't intend to do anything to fix or reimburse the problems I have just encountered.

Eason - Architect for Hooded Nomads

Starsider, Tatooine

That's just plain cruel.

Yeah, the low level CSRs don't understand what the problem is half the time. And even when they do prior to yesterday it seemed their hands were tied. (To reiterate, I am not blaming the CSRs - I think they have been doing a pretty good job - I am blaming the system). So all the CSRs did was send you the standard comment about not being able to do anything.

I got on the insta-chat threatened to cancel/sue and got to a manager. Shortly thereafter my missing house deed was restored. A few hours later a csr gave me credits for some ore I had lost a few days before, and the official announcement page had a post from customer service that they would give you items or credit equivalent back for these known bugs.

All I have to say is thank god. Whoever in customer service came up with the brilliant idea to not reimburse people for things that were lost due to an admittedly known issue is an idiot (and hopefully was fired). That is an admission of a flaw in your product that you refuse to fix, i.e., it is an admission of liability.

And beyond that it is just horrible, horrible customer service..... Thankfully it seems someone in SOE pulled rank and fixed the way they handled these issues. I would rather have a few liars get all kinds of credits for making up losing items than see one player not get reimbursed for legitimately lost items from a KNOWN bug. There is nothing more frustrating then spending several of your free-time hours gathering resources only to see them all disappear due to a game bug.... Hopefully SOE will live up to the latest announcement and credit everyone for their lost items.

I apologize for the format of my post above - I had it broken into four paragraphs when I posted..... Let me try again

Yeah, the low level CSRs don't understand what the problem is half the time. And even when they do prior to yesterday it seemed their hands were tied. (To reiterate, I am not blaming the CSRs - I think they have been doing a pretty good job - I am blaming the system). So all the CSRs did was send you the standard comment about not being able to do anything.

Yesterday I got on the insta-chat threatened to cancel/sue and got to a manager. Shortly thereafter my missing house deed was restored. A few hours later a csr gave me credits for some ore I had lost a few days before, and the official announcement page had a post from customer service that they would give you items or credit equivalent back for these known bugs. All I have to say is thank god.

Whoever in customer service came up with the brilliant idea to not reimburse people for things that were lost due to an admittedly known issue is an idiot (and hopefully was fired). That is an admission of a flaw in your product that you refuse to fix, i.e., it is an admission of liability.


And beyond that it is just horrible, horrible customer service..... Thankfully it seems someone in SOE pulled rank and fixed the way they handled these issues. I would rather have a few liars get all kinds of credits for making up losing items than see one player not get reimbursed for legitimately lost items from a KNOWN bug. There is nothing more frustrating then spending several of your free-time hours gathering resources only to see them all disappear due to a game bug.... Hopefully SOE will live up to the latest announcement and credit everyone for their lost items.