Character rolled back - 3 months worth of inventory lost

[MintnHoney]

responsibility for someone being scammed.

Meanwhile, this thread isn't about someone being scammed: they have already accepted that they'd gotten scammed and took the correct and necessary steps to try to correct the problem, which includes informing Square Enix (so you can stop trying to shame the player).

This is about the player having a request granted and then performed without notice after a time frame that far exceeded the originally projected time frame. It doesn't matter what business you're running, performing a function that was expected to be done months ago is poor practice specifically due to the situation presented in this thread. What if things have changed in that time? What if reverting back to the original point means that you hurt more than you help? What happens if you don't inform the account holder of the action being taken after so long?
All of these things, and more, are in Squeen's court and they dropped the ball. There's no other way to spin that, no matter how much you want to defend their rose-tinted prestige.

[Lealah]

I feel for you OP, it's a very discouraging situation. It's one of the reasons I feel that Blizzard does so well, that they will take care of you and your account and very quickly as well.

While I am fully happy with FFXIV and SE for the most part, the customer care issue is very concerning.

[Barraind]

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.

Yeeaaah, most businesses, if you say you're going to do something in 7-10 days then not only dont follow up, but take MONTHS to do it, on an account someone is paying money to access that results in an irrecoverable loss of time, not only are you likely fired, but the company is having to reimburse a LOT to the customer.

Squeenix customer service gets away with it because they absolutely do not care and are absolute trash.

[Kaedan]

Meanwhile, this thread isn't about someone being scammed: they have already accepted that they'd gotten scammed and took the correct and necessary steps to try to correct the problem, which includes informing Square Enix (so you can stop trying to shame the player).

This is about the player having a request granted and then performed without notice after a time frame that far exceeded the originally projected time frame. It doesn't matter what business you're running, performing a function that was expected to be done months ago is poor practice specifically due to the situation presented in this thread. What if things have changed in that time? What if reverting back to the original point means that you hurt more than you help? What happens if you don't inform the account holder of the action being taken after so long?
All of these things, and more, are in Squeen's court and they dropped the ball. There's no other way to spin that, no matter how much you want to defend their rose-tinted prestige.

While it's been ignored by a lot of posters here (including the OP), that isn't the case.

SE doesn't do and CAN'T even do partial rollbacks as he has claimed he experienced. When SE performs a character rollback, it rolls back EVERYTHING about the character to a certain restore point. That's WHY they tell people not to play the character while you're waiting for a rollback, since you will just lose any progress you would have gained anyway.

The OP has kept all his progress on his character and only lost items and gil. That means it was NOT due to a character rollback. More than likely, his account was tampered with a second time by whoever hacked him in the first place.

EDIT: One thing to mention too is that while the emails they send say 7-10 days, most people who have gotten an actual rollback don't receive it for 2-4 weeks. They do a pretty extensive investigation before they agree to do it.

EDIT2: Source = SE customer service (talked with them in-depth about it) and first hand knowledge of what happens after a rollback (not my account, but my roomate's).

[Zederia]

The lodestone doesn't update instantly. I'm guessing this all happened recently. That or a rollback doesn't rollback character levels.

Lodestone updated TODAY at 3pm cental time (as it does every day)

[justbond2]

One of the bigger problems with this situation is lack of communication on SE side. There have been several posts on different forums and reddit with the same situation. The form says 7-10 days and the rollback takes a lot longer and there is no communication with the player about if the rollback will still occur or when the rollback will occur. After the 7-10 days SE should reach out and give you a new time window for when to expect the rollback will occur. Or at the very least when you contact them after the 7-10 days they should give you a new time window then instead of being extremely vague about it. Communication on both sides is super important, especially when their system doesn't allow you to play your character during the window without losing all the items you gained. I hope that op gets some sort of resolution to this issue and I hope SE evaluates their processes and improves communication with the player in this situation.

[Dustytome]

The OP has kept all his progress on his character and only lost items and gil. That means it was NOT due to a character rollback. More than likely, his account was tampered with a second time by whoever hacked him in the first place..

So someone took hold of his account, made off with some stuff (or just the gil?), then later on managed to get back into his account and restored exactly what he had before the original hijacking? /doubt

Of course SE can always clear this all up at any time by just coming in here and explaining the process, why this took 3 months or if something more nefarious is at work right?

[FoxyAreku]

Dang that's something else, if I was still savage raiding and I just suddenly had all my drops taken from me and my character de-leveled I'd probably just quit the game. You have a stronger will than me if you keep going, really sorry that happened.

[Canadane]

I have a friend that was put through a very similar situation. He's low-key still in fear of his character being rolled back, even though he somehow got the request cancelled when ShB came out.
There's next to no communication between the people that perform the rollback and the people who speak with the player. So there's so little they can provide. Most of the account notes end up in Japanese as it's seemingly handled by the development team and not some character management team. Meaning the CSR for non-jp players has even less they can provide to the player.

It's overall a terrible process. I feel for rotf here, and the service shouldn't take months when they promised under 2 weeks. Yes they do say don't play your character, but more communication is needed when things take longer than expected. And by all accounts that I've heard, this process always takes longer than the timeframe provided. We've been talking about this a lot recently, and there's a lot of players that simply slap down the ole "well they told you you shouldn't play your character" and while they did, this seems a little excessive especially because good progress can be lost. It's extra salt to the wound that it's right as an expansion comes out too.

No offense to SE but their CS has always been lacking. Like always, since XI days. Trying to recover my playonline password was like pulling teeth lol. A lot of us have settled in with it as fact, but things really need to change sooner or later. SE has a large enough customer base that CS may not be a priority, but it'll eventually bite them one day, and it'll hurt.
Even if they cannot, technologically speaking, speed up the processes involved with a character rollback, they need communication. Something they've always been lacking. I've noticed some improvements over time, especially here on the lodestone specifically. Community reps and and (L)GMs are posting more and more, which is lovely for consumer feedback. But the backend stuff still seems slow and unreliable at times of need. Sadly, nobody important will probably ever look at this situation, let alone this post. I'm not on the payroll, they don't care lol.

Jeez, look at me using my degree for once in my life...

[Kaedan]

So someone took hold of his account, made off with some stuff (or just the gil?), then later on managed to get back into his account and restored exactly what he had before the original hijacking? /doubt

Of course SE can always clear this all up at any time by just coming in here and explaining the process, why this took 3 months or if something more nefarious is at work right?

No, the OP is supposedly missing all his 71-80 gear and gil. He "claims" he got some 70 gear back that he had discarded, but I frankly don't believe him anymore. Mostly because I think he's lying since it was pointed out to him that SE can't do partial rollbacks. He has kept all his progression in ShB, which he would have lost if SE did a rollback (when they roll back, it's everything about the character reverted to the restore point, including levels, achievements, etc).

That simple fact means that he did not experience a roll back. The likely scenario is he was hacked again (or otherwise had his account compromised) and is either lying about the "returned" items or simply mis-remembered which ones he discarded.