Character rolled back - 3 months worth of inventory lost

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Originally Posted by rotf

In any case, this is taken from the URL you use to request the rollback, showing the rollback in fact does have partial effects only:

We are only able to recover the following game data.
Deleted Characters/Retainers
Items/Gil on Your Character (Including the Armoury Board)
Items in Your Armoire
Items/Gil on Your Retainer
Furniture and furnishings you've added to your private housing or the private chambers in your free company house, or apartments
* Please note that we are unable to recover other types of game data, such as quest progression and character levels.

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That's not rollback, that's recovery. Two very different things.

Every player is allowed 1 recovery in their character's lifetime. It's meant to be able to save you from accidentally deleting something important. Rollback is a completely different procedure that is meant to restore a character to a certain point in time (for situations where you were hacked and lose everything or if they delete your character outright).

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Originally Posted by Kaedan

That's not rollback, that's recovery. Two very different things.

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I think rotf stated actually the rollback rules. Look, it says "Items/Gil on Your Retainer". Why would you want to use your one-time recovery for something replacable as Gil on your retainer - which you get anyways and thus acting as a safety net?
And then it's all plural, which contradicts a one-time action. "Items", "characters", "furnishings",...

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Originally Posted by Kaedan

That's not rollback, that's recovery. Two very different things.

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The only rollback/recovery that SE offer is the one mentioned above. They also specifically call this procedure:

Compromised Account: Game Data Recovery Form

https://support.na.square-enix.com/c...82&la=1&daxx=4

The closest thing to what you are referring to is:

Character Restoration: Support Form

https://support.na.square-enix.com/c...82&la=1&daxx=5

But for that the character or retainer needs to have actually been deleted. They don't do "rollback" on an existing character other than the recovery already mentioned.

After a little digging and some research on the subject. The Rollback functionality is still the same as of the 2.0 launch. Nor is the OP the first person to ask this same question. However, the difference I am finding through the forum searches is that Players were very much aware that from the moment a ticket was submitted that any use of that character would be affected by the rollback by losing any progress on that Character after the ticket was submitted. That said, as past experience with WoW before tech was upgraded, Guildwars, and Dungeons and Dragons online where I had to do a rollback of a character whether it be automated or via a technician it is a one way street as all data will be overwritten the moment you log back in. The primary reason that these are usually one way tickets is the fact that just like deleting flies on a hard drive the location on the disk is going to be used for new data as it comes in and it's hit or miss if the space that was opened will be overwritten with new data even if you tried a third party program to try and recover the lost files. Given how SE is very much concerned about data transfer in their games I do not honestly see them taking two snap shots of your character data one at the time of ticket submission and then one before Rollback. It wasn't until Cataclysm that I am aware of that Blizzard created the necessary server frame work and data storage capabilities to hold the required information for undoing a rollback and even then it was only held for a week. From a technical standpoint we can infer that the time of a ticket submission they look at the earliest save point, log it so data will not be lost, and after the investigation is concluded all that needs to happen in that case is one command to rollback to the previous data save point they recorded for that purpose since the team that retrieves the information is not necessarily the one that does the investigation.

Also I will place the relevant links below where others have covered this topic. Some of them go all the way back to 2014 so this is not something that they have changed in the last half a decade. Still worth a try, I suggest asking in the Techsupport section of the forums and not the general since in most cases the Moderators that cover the forums have specific sections they look at, you have a much better chance of getting a technical answer there.

http://forum.square-enix.com/ffxiv/t...ters-items-gil
https://www.reddit.com/r/ffxiv/comme...ollback_times/ - Interestingly enough this one was also a three month roll back, however they said nevermind upon learning that.
https://www.reddit.com/r/ffxiv/comme...back_question/

Also, the real issue is what can be done to improve support and communication with players so when these things happen there isn't so much distress and uncertainty. It's harsh that an experience like this could result in a complete loss of a customer who up until then loved and was dedicated to the game. This also makes new players approach the game with caution when they are used to how other companies treat their customers when things like this happen.

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Originally Posted by Kaedan

That's not rollback, that's recovery. Two very different things.

Every player is allowed 1 recovery in their character's lifetime. It's meant to be able to save you from accidentally deleting something important. Rollback is a completely different procedure that is meant to restore a character to a certain point in time (for situations where you were hacked and lose everything or if they delete your character outright).

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Go to the link worldofneil posted above/rotf included with the original post and look at the entirety of the terms. That is for a compromised account rollback.

One of the reasons I did not originally open this thread in the support section is because in my pre-research I could see that it would be something they close with their standard ctrl+C ctrl+V response.
But since some people here feel that it is worth a shot, I decided I might as well try it. In parallel I have an additional follow up ticket opened with CS for the same.

In both cases I reference the url to this thread for visibility.

Thread in support section:
http://forum.square-enix.com/ffxiv/t...inventory-lost

let's see how it goes

Their response:

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Good afternoon and thank you for posting in the Final Fantasy XIV Technical Support Forums:

We apologize for any inconvenience that has occurred when playing Final Fantasy XIV. Unfortunately the issue you are describing is not a technical issue. I will be moving this thread to "General Discussion".

Thank you for visiting the Final Fantasy XIV Technical Support Forums.

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Originally Posted by MrKusakabe

Which makes sense. If your account is compromized, chances are that they also know personal data to prove the right ownership. Imagine the scammer himself tries to cancel the progress the legitimate onwer initiated, this would be counter-productive and probably end in a loop as both sides contact the support for both the scam and to stop investigation.

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This is an unfortunate side effect of having your information hijacked. I've worked with many accounts in my time using PII as validation and sometimes yes, an identity thief is there instead of the legitimate owner. While there are ways of determining if that may be the case, it can prove to be a delicate issue. t the end of the day, you can't deny service because an authorized person might not be who they claim to be. That would just frustrate he majority who aren't ever compromised.

However, little of this has to do with what you quoted from me.
I'm speaking of communication between two SE employees, not specifically to the player themselves.

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Originally Posted by rotf

Their response:

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It's not a technical issue. The issue you are having is with support, not the client, which is what the technical support forums are for, technical issues with the client itself.