Character rolled back - 3 months worth of inventory lost

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Originally Posted by Zarabeth

While this sounds pretty odd to me, if true, the fact that you did the opposite of what you were told without bothering to contact help again could possibly have something to do with why this happened. I would have just rolled another character to play on while waiting. It seems very odd to me that you would lose anything you paid real money for, as that should have nothing really to do with this rollback. They don't roll back the mogstation.

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it sounds like you didn't read all the information that is in this thread, so I will just copy paste some of my previous replies.
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.
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 them from beggining to end.
Let's be reasonable here, it wasn't a question of a few days over the time limit... it was several months
not to mention that from the additional testimonies here, it is safe to say that even if you contact them, you wouldn't be able to cancel the ticket (that they didnt even provide a number in the first place), nor get concrete information anyway as their teams don't talk to each other... I'm fairly certain the people from the help desk are not the ones working on the rollback actions
so you are left with "dont play the game, even it takes a year" .... as I said, broken process
And similar cases were found, so this is not the first time it happened

Wait its been 2 days and 8 pages and no one even cared to put in at least a default "pls write a mail" or whatever stuff? lol

If this is true it is one of the most ridiculous things I have ever read. 7-10 days =/= 90 days. While I agree with the consensus here that you should have contacted them, I can in no way blame you for thinking that they had forgotten about your case or that they were done or whatever, and for them to not even after such abysmal support even refund the subscription time is very poor taste. I get them being unable to rollback a rollback (depending on the code), but they could at least do the very least I think to try to repair some of the damage.

And it still was the release window of the expension... so what? not raid now and just let it be till 5.2? xD

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Originally Posted by WaterShield

To be fair... you got scammed. Them helping you out from that at all is going above and beyond imo.

Not saying it doesn't suck, just don't think it's fair to place all of the blame on them in this instance.

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thanks for your input, but as I said, that topic is not my goal with this thread... how it happened or how it could've been avoided is a different discussion, and I already have all the information I need about it.
still, they do offer a process to revert that, and the moment they start offering that, they need to make sure it is a process that works in acceptable terms


think about it, if this process remains as is, and you ever have to use it for some reason (let's hope not), you 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

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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.

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To be honest though, if you are told you'll get mailed something in 7-10 days, and you don't receive it after one month (let alone three), are you gonna assume that it is still on its way or just consider it lost in the mail? Many, many people will fall in the latter group.

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Originally Posted by Kuroka

And it still was the release window of the expension... so what? not raid now and just let it be till 5.2? xD

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my motivation to play anymore was zero actually, but my group offered to help farm for the very least I needed to continue raiding...
but yeah, it sucks, I already had 2 eden savage gear drops, tome chest piece, eden normal mode gear....

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Originally Posted by WaterShield

I'll continue to assume that I'm on my own to protect my account and view any link I see with suspicion as a possible scam. I treat all phone calls I receive that way as well. If they are legit I should be able to verify who they are and have a number for you to call back, that you can then verify actually leads to who you believe you are doing business with. (in the case of phone scams), or an official webpage listing the promotion (that you can independently navigate to, to verify its integrity)

I'm certain this is something no one wants to hear, but no one will ever truly take responsibility for someone being scammed. They may try to help, but it will be as a courtesy, not something they'll give full attention to. Also do keep in mind the number of people who fell for this scam and were also asking for rollbacks... during an expansion launch window.

I'm sure this process would not have taken so long under normal circumstances.

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yes, and if they don't have the capability to provide quality service for something they are offering, they should just remove that process from the table altogether.
I'd rather take my losses from the scam than being in this situation now.

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Originally Posted by WaterShield

To be fair... you got scammed. Them helping you out from that at all is going above and beyond imo.

Not saying it doesn't suck, just don't think it's fair to place all of the blame on them in this instance.

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What? How is restoring a compromised account going "above and beyond"? That's literally part of what CS is supposed to be there for. OP messed up, but the kindest thing I can say about SE's response is "unacceptable."

You shouldn't have played that character