Poorly handled rollback request - 3 months worth of inventory lost

Hi
This thread is to report the impact caused by a rollback that was executed far beyond the expected time.
A discussion about it is already ongoing on a thread in the general discussion area, which can be found in link below:
http://forum.square-enix.com/ffxiv/t...inventory-lost


While the URL used to request it states that the process can take 7 to 10 days, my account was rolled back 3 months after the request was opened, which is unnaceptable.
It caused me to lose a huge amount of inventory items and progress from the ShadowBringers expansion, and support refuses to revert it.
Issues noted:
- According to support the current process can take longer than indicated, but nowhere in the URL the player is warned that it could take up to months.
- The url states the player should not use the character in question, so this plus previous point leave us in a situation where players are expected to NOT play for an indeterminate amount of time, but keep on paying subscription, even if it takes a year for someone to finally look into it.
- No refund is offered for the time the player is expected to not play.
- No record number is provided when you open the request
- No communication is sent when the request is complete
- No secondary confirmation is performed by support before proceeding with the rollback when the target completion date is exceeded
- It is not possible to cancel a request once it is put in.
- No option to revert if support works on it after the expected target date or any other unexpected circumstances.

This is a process that needs to be crystal clear and can not be open to interpretation, as a poorly handled request could cause way more harm than help (clearly seem in my case). So it is in urgent need of improvement.

Compromised Account: Game Data Recovery Form:
https://support.na.square-enix.com/c...82&la=1&daxx=4

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.

I must admit, this may have been the fastest Techsupport thread response I have ever seen. Even if not the response OP was looking for.

sigh........

Is this the same guy that complained about this at the end of last week, or has this happened to multiple people now?

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Originally Posted by Raldo

Is this the same guy that complained about this at the end of last week, or has this happened to multiple people now?

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you are probably talking about my original thread, which is also referenced here in the first post
but to answer your question, we did find that this has happened multiple times over time and I wasn't the first.... and unless they improve this process, I will not be the last.

The technical support forums are for technical issues with the game client, such as dx11 crashes and the other errors.

That's why this was moved, as it's a support issue, not a technical one.

is there a way to close this thread? We don't need two threads for the same thing... better to keep it centralized in the original thread

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Originally Posted by rotf

is there a way to close this thread? We don't need two threads for the same thing... better to keep it centralized in the original thread

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Also I think you might accidentally confuse a lot of people who think you double posted (but you didn't this one "was" in a different forum, and then moved by the GM). It would be nice for this to be locked~

Quote:

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Originally Posted by rotf

is there a way to close this thread? We don't need two threads for the same thing... better to keep it centralized in the original thread

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Only moderators can close a thread. You can attempt to report your opening post and ask them to close it, but it’s not guaranteed that they will.

It might be best for you to use the Suggestions subforum to address this concern. Likewise, you can use the “Leave a Suggestion” option under the Support Desk menu in-game, and hopefully it will land on the desk of someone who can pass it along/get it seen.