Unable to obtain loot in the Second Coil of Bahamut due to player error

[Dempf]

There are several similar threads already in the bug report forum. Examples:

[1] [2] [3] [4]

But I haven't seen this issue covered here on the gameplay forums (which is where SE directed those who complained in the above referenced threads).


The inability to reconcile lost loot due to player error or miscommunication is inexcusable, and is a basic customer service feature in pretty much every other MMO on the market (including FFXI).

The webcomic XIV Nomnom! probably puts it better than I can:

In WoW, when everyone passes on a piece of loot, it remains on the boss, free for anyone who has the space to take it if they changed their minds. In FFXIV, loot apparently explodes into dust when no one wants it.

My motivation for posting this thread is the following situation that our static encountered. We had instructed everyone except our bard to pass on an Oil of Time from Turn 7, but our bard accidentally exited the instance before loot had been distributed. Thus no-one in our group was able to obtain the Oil of Time.

I'm sure many here will place the blame for this on our shoulders. Yes, we did screw up, but I think it's a pretty easy mistake to make, and easy enough to rectify. However, SE reps have informed us that will not take any action in this situation.

Maybe I'm a bit sore, but this level of customer service feels like a middle finger to our raiding group, especially since, as others have pointed out, we pay for this game partly because of our desire to run dungeons and collect loot. In this situation both game design and customer service have failed us.

For reference, here is the response we received from an SE rep:

Hello and thank you for contacting the FINAL FANTASY XIV: A Realm Reborn Support Desk.

We understand that the inability to receive and item is a frustrating experience, since it involves time and effort to acquire. Unfortunately, at this time we are unable to reimburse an item lost from the treasure pool, since the item had not landed in your inventory. We apologize for the inconvenience and that we do not have an immediate resolution that we can offer you. However, due to reports like this, we are currently looking into how we may be able to assist with these issues in the future. If you feel that the item being unobtainable was due to an in-game error and not an accidental choice, please report it through the forums (http://forum.square-enix.com/ffxiv/forum.php) so we can track the progress of the report.

Also, we encourage you to provide us game content feedback in regards to this matter. To submit feedback, please visit our official forums at http://forum.square-enix.com/ffxiv/forums/663-Feedback. Although individual responses are not sent, please rest assured that all comments are submitted to the appropriate parties so that they can be read and considered for future updates.

Thank you again for your patience and understanding.
FINAL FANTASY XIV Game Master Team

[GalaxyGirl]

I completely agree, our summoner accidentally left before he got his oil of time last week and it went to trash, and sadly they couldn't restore it even with chat log history and stuff. I hope they can try and change this and hope your feedback
Is noticed

[Grotesque]

Well, be cautious and wait till all loot is rolled?

If a player is not able to press the right button for rolling, well... lesson learned I would say.

However there is a thing which was really annyoing and I hope it stays unique. Once we were in Coil 2 and in the moment of looting, almost all including us on the server got a 90k due to a short server failure. Loot lost, no chance to get it back. 2 pieces down the toilet.

But, I think SE shouldn't compensate players own faults. If you can't communicate properly or leave instance early or don't press the right button, that's the players fault.

[GalaxyGirl]

Well, be cautious and wait till all loot is rolled?

There are such things as accidents, when it happened to us our friend was super excited and got a new loot piece, and then left after getting it before the oil of time was rolled on, which we all passed to him. They've already said that the only reason they can't restore it when that happens is because it never was placed in inventory due to their system's weird tracking. If they can fix that then everyone can be happy.

[Nicobo]

TBH CS has explained "since the item had not landed in your inventory", if they would modified the data for you,
how about those players who failed to obtained their item due to inventory full?
Since CS has provided the guideline clearly, therefore I think you might reconsider just blame the design but forgive CS ^^;

[sheepysheepy]

you wont leave the instance early next week though, will you..

i think of it like pressing the wrong tab on a vending machine, i really really wanted that can of 7up but i accidentally pushed the button for pepsi max, damn.. oh well.. but i don't ring the customer service department and demand a swap..

[sanosuke001]

Add the ability to see when others roll for loot so you know they rolled before you pass would be the first step to fixing this. Why isn't there a way to see rolls before everyone finishes? This would also help fix people ninja-looting in greed parties.

[givemeraptors]

Add the ability to see when others roll for loot so you know they rolled before you pass would be the first step to fixing this. Why isn't there a way to see rolls before everyone finishes? This would also help fix people ninja-looting in greed parties.

Probably to avoid harassment.

As for OP, I would be more forgiving to your plight if he hadn't left the entire instance. That's a little too much player error to call for a fix on SE's part (imo).

[Dempf]

i really really wanted that can of 7up but i accidentally pushed the button for pepsi max, damn.. oh well.. but i don't ring the customer service department and demand a swap..

Actually if you put your money in a vending machine and don't get a product (i.e., transaction timed out, you entered an empty row, etc.) you can ask for a refund. I have had this happen to me before, and received a full refund from the company that serviced the particular vending machine.

This isn't a perfect analogy though because even if a bottle of soda likely has a greater dollar value than a non-transferable digital item, I can afford to buy many sodas in a week. If I screw up and don't get a soda, I can afford to buy another one immediately. If our group screws up and doesn't get an Oil of Time it sets our entire progress back by a week.

I think this issue could be solved by better game design. For example, having a master looter system, leaving items on the boss's corpse (especially high-end raid items), or printing out rolls to chat would all help to prevent this sort of thing from happening.

Failing better game design, it's customer service's job to step up and say "OK, this system is poorly designed, but here's what we can do to make it right for you as a customer" (just like the vending machine company was able to fix my purchase). In this case the SE rep seems to want to make things right, and acknowledges that the system isn't perfect, but in the end they give a lame technical reason as to why they are unable to follow through.

I'll agree that we're probably less deserving than groups that were unable to obtain loot due to being disconnected, but I'd argue that both situations come from the same root cause.

[Lollie]

I think the proper fix would be a fourth category in the looting options. The greed option was intended to take care of this exact problem but i don't think they intended it to be used to force any particular player to receive loot, as we tend to use it currently. I am sure the post it to the forums was to let development know the user base is interested in this and possibly farm for solutions. Best bet would be to go with:
Need - current function
Greed - current function
Defer - tier under greed but with same function
Pass - current function