Character rolled back - 3 months worth of inventory lost

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Originally Posted by Kaedan

Nice catch. There's no such thing as a "inventory and gil only" rollback. A rollback is a rollback and affects everything.

Sorry OP, sounds like you are still hacked and someone just took your stuff again.

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no, not the case
and you are saying that based on what exactly?

anyway,it is easy to tell because all the lvl 71-80 gear I had for several classes is gone
and at the same time, all the omega lvl 70 gear I had already converted into materia/seals is back

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Originally Posted by rotf

It also states that it should be complete in 7 to 10 days. Or should we consider only half of the stuff that is written there? How am I supposed to know what information in there is enforced and what is optional?
This type of thing can not be open to interpreation , it has to be crystal clear.
As I said, are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months?
Let's be reasonable here, it wasn't a question of a few days over the time limit... it was several months

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I'm not defending Square-Enix, this clearly should have been handled faster, but you still did the one thing you were told not to do - play before the situation had been resolved.

In fact, this whole situation is one massive self-own. You weren't careful enough with your account details and got hacked. Then, despite warnings, you progressed in the game and lost some of that progress.

I'm not without empathy and the customer service standard is definitely poor, but in the end you have nobody to blame but yourself.

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Originally Posted by Ibkee

I'm not defending Square-Enix, this clearly should have been handled faster, but you still did the one thing you were told not to do - play before the situation had been resolved.

In fact, this whole situation is one massive self-own. You weren't careful enough with your account details and got hacked. Then, despite warnings, you progressed in the game and lost some of that progress.

I'm not without empathy and the customer service standard is definitely poor, but in the end you have nobody to blame but yourself.

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Originally Posted by Iscah

The time it took to happen is definitely longer than you should expect from that information, but it says nothing about the rollback request not being processed if it hasn't happened within the given time frame. You've requested it, you're in the queue, and you haven't been told anything to indicate that it has been cancelled - therefore you should confirm with them rather than assume it's not happening.

If it said it "will" happen within 7-10 days then that might be a fair argument for assuming it wasn't happening so much later, but "should" indicates it's only an estimate, not a time limit.

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still, are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months? with no communication at all from beggining to end?
there is no denying this is a broken process

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Originally Posted by rotf

still, are players expected to NOT play for an indeterminate amount of time, but keep on paying subscription, until an analyst finally looks into it? even if it takes months? with no communication at all from beggining to end?
there is no denying this is a broken process

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They communicated that you were in the queue. They did not communicate that you had been taken out of it. From their view, the last instruction they gave you is still relevant.

You did not communicate to confirm the status of your request, and whether you could resume playing.

The time they took is too long, and I don't think anyone in the discussion is disputing that, but the failure to communicate is not entirely on them.

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Originally Posted by rotf

no, not the case
and you are saying that based on what exactly?

anyway,it is easy to tell because all the lvl 71-80 gear I had for several classes is gone
and at the same time, all the omega lvl 70 gear I had already converted into materia/seals is back

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I said in the post. There's no such thing as a partial rollback. SE has never and doesn't even have the capability of doing a "inventory and gil only" rollback. When they rollback a character, they roll back the entire database file from a specific snapshot date. So if you claimed that you got your account hacked on say June 15th, then they will choose the nearest snapshot available before that date. So in this case let's say June 12th. Then the character is "reset" to exactly how it was on June 12th. Meaning all levels, items, achievements, everything. When a rollback is done, it affects everything on that character, not just inventory and gil.

Sorry man, but it wasn't SE that "rolled back" your account. It was likely the same hacker that supposedly hit you the first time to cause you to contact SE.

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Originally Posted by Iscah

They communicated that you were in the queue. They did not communicate that you had been taken out of it. From their view, the last instruction they gave you is still relevant.

You did not communicate to confirm the status of your request, and whether you could resume playing.

The time they took is too long, and I don't think anyone in the discussion is disputing that, but the failure to communicate is not entirely on them.

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no, they did not communicate anything
when you use that url, you get no confirmation or record number at all
and even if it did, as we mentioned earlier, reports in reddit of people who tried to cancel the request at a later moment were told by support it was not possible
so you are left with "dont play the game, even it takes a year" .... as I said, broken process

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Originally Posted by Kaedan

I said in the post. There's no such thing as a partial rollback. SE has never and doesn't even have the capability of doing a "inventory and gil only" rollback. When they rollback a character, they roll back the entire database file from a specific snapshot date. So if you claimed that you got your account hacked on say June 15th, then they will choose the nearest snapshot available before that date. So in this case let's say June 12th. Then the character is "reset" to exactly how it was on June 12th. Meaning all levels, items, achievements, everything. When a rollback is done, it affects everything on that character, not just inventory and gil.

Sorry man, but it wasn't SE that "rolled back" your account. It was likely the same hacker that supposedly hit you the first time to cause you to contact SE.

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again, are you saying that based on what? do you have access to an official document that states that? have you used the rollback service before? do you have access to their internal procedures? did you read the entire thread and got to the part where additional reports of the same issue were found?
or is this all based purely on what you think?

I guess people in their eagerness to find ways blame the victim, fail to realise that if this process remains as is, and they ever have to use it for some reason (let's hope not), they will be in this exact situation:
expected to NOT play the game for an indeterminate amount of time with no communication at all from beggining to end

I don't think anyone would find that acceptable.. specially in a monthly fee based game

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Originally Posted by Iscah

They communicated that you were in the queue. They did not communicate that you had been taken out of it. From their view, the last instruction they gave you is still relevant.

You did not communicate to confirm the status of your request, and whether you could resume playing.

The time they took is too long, and I don't think anyone in the discussion is disputing that, but the failure to communicate is not entirely on them.

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Whether or not OP should've or did say something doesn't change the fact that if this whole thing is seriously how SE handles recovery of compromised accounts? That is abysmally bad service. Zero communication, on top of a rollback three months later? Again, apparently without any confirmation that the ticket was still even valid?

I mean OP messed up yeah, but SE messed up big.

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Originally Posted by Avidria

Whether or not OP should've or did say something doesn't change the fact that if this whole thing is seriously how SE handles recovery of compromised accounts? That is abysmally bad service. Zero communication, on top of a rollback three months later? Again, apparently without any confirmation that the ticket was still even valid?

I mean OP messed up yeah, but SE messed up big.

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OP messed up by not being careful with his account details then messed up by not following instructions, suffering the very consequences said instructions were to prevent.

If the OPs story is true, and the time period of three months sounds sketchy to say the least, then certainly this reflects very badly on SE. The customer service standard is dreadful and needs to be addressed. However let's not beat around the bush here, SE aren't responsible for the OP losing some selective gil and gear, OP alone is responsible for that.