The number of reports coming in has now slowed to a trickle and we are working flat out on clearing the backlog. It takes a long time to do each one as there's a lot of searching and cross-checking to do for each item on every character. We are working through the reports more or less in order and I must ask you if you've had no reply since the standard acknowledgement to be patient. We will get to your report, we haven't closed or ignored any.
We have a team of GMs from all the different server teams working on the problem and one English GM (Zenythe) who is sending out the acknowledgement replies as well as dealing with all the regular English RightNows. When she's sent the reply she is forwarding the report to a central list where the various GMs are picking them up. The reason you may have heard of some people being sorted out of turn is because if there's no reason to log the affected character in (we can give money without logging the character in for example), she will deal with it then and there without sending it to the central list. Only the reports that need items returning are going to the main list. Once there, they are being done in order, we aren't leaving the hard ones till last or doing our friends first.
To be honest the job is a lot bigger than we'd been given to believe, however there really isn't an alternative to doing what we are doing however long it takes. We appreciate your patience during this time and rest assured that you aren't being made to wait a second longer than is necessary.
" wrote:
hi requiel, i did a /send to u in game cause my /title was reseted to 0, well u said that atm u cant do anithing for that but... well, daoc never saves my kills in /title, each time i log it is at 0 kills, u still cant do anithing about that?
thnx in advance
" wrote: We have a fix being sent from Mythic for the /title issues. We should recieve it and have tested it in the next couple of days, there'll be news on the website before we run it as we'll need to take the server down briefly to implement it.
As posted by Zenyth on FH yesterday evening seems like they are halfway:
OK here's your update (and I apologise for not doing it more often we're a bit on the busy side and we managed to pass some kind of icky bug between us last week so that made it worse)
Of the total number of reports we have received we have made it through roughly half (please note that the first three days were the absolute worst of it and over half came in in that time period)
We are still receiving reports, which logically go to the back of the queue.
Guys I know it sucks and I know you want your stuff back and I know you really don't give a rats tail about those of us here doing the work, but we are doing this as fast as we possibly can and sending hate mail via RightNow really doesn't do anything but delay the process.
Item Restoration on Prydwen.
Our teams are continuing to work on the massive task of restoring all the lost items on Prydwen. Community managers from all our servers are hard at work replacing as much as possible. Now the large majority have been resolved and we hope to have all the outstanding reports completed over the next few days. We appreciate your patience and would like to assure you that everything that we can do to get your items back to you quickly is being done
Requiel wrote:Its being done as fast as we can do it. I'm sorry it's taking so long and believe me it's not through lack of effort. No-one is being ignored, no-one is being made towait longer than necessary. It's a slow and laborious proces and we are working through them as fast as we can with all the resources thatwe have.
The GMs who are restoring items are nothing to do with the team that works on patches or the team that writes events. Getting the three patches ready to go live today did not take any resources away from the restoration process.
mind the bold part................................
Guinnessrules wrote:Hey m8, not saying u and the others working on this r doing a bad job, just ur bosses thats pissing me off.
To handle this thing in a descent way they should have gotten the peeps to do this 24/7 until it was fixed.
As a worker myself i know u can't do more then u get the means to do from ur company.
It's up to them how fast this will be solved.
And knowing the time this has taken now i'm pretty sure they haven't done their bloody work.
So, from all of us (and u workers) got to ur bosses and give em a good kick in the arse, plz. ]
Requiel wrote:Hmm well 'the peeps to do this' would be me and the other members of he English, French, German and Spanish GM teams. Already we are working 13 hour days to get it done. I doubt we'd be allowed to work longer if we wanted to. My boss can't do my job so there's not a lot he can do to help other than make sure I'm working and that I have all the things I need to work with. Thanks to him, we talked Mythic out of a complete database wipe (all character data on Prydwen) and I got to deputise members of other teams to help. I'm not going to blame my boss for what happened or the fact it's taking a long time to clear up and neither should you.
Again sorry for not keeping this more up to date but please realise that we really don't have a whole lot more to report then "we're still working on it".
We still have a large group of GM's working on the ever decreasing pile of reports and will continue to spend most of our time on solving this problem untill it's done.
Obviously the patch has drawn our attention away a bit yesterday and today as we're processing bug reports etc but we plan on being fully on track again tomorrow.
For the record if your report is flagged as "Under Investigation" or "Updated" it is still in our cue and there is absolutely no point what so ever in either updating your original report or sending in a new report.
However if you forgot something in your original report or if you think you can format the report better by all means feel free to update your original report. We work through well formatted reports a lot faster then through solid blocks of unformatted text.
----------------------------
Zenythe today also on FH:
And yes the large majority have been dealt with however when you look at numbers like we were looking at it all becomes relative... we do still have a ways to go, we know this as it faces us everytime we walk into the office. We are working as quickly as we can, believe me no one wants this stuff done as badly as we do. We're all getting tired of being completely through our weekly alloted work hours by wednesday and knowing we still have two days to go.
I personally miss sitting on the servers and just talking with people as it's my favourite part of the job!
Thanks to the people who have been patient and understanding in this situation, we are all doing a job we love and believe in and the days when we get little thank you's make the days when we take nothing but crap when we're working our backsides off a lot easier to tolerate.
Another update and really not a great deal to say. As we've already said, there's not really much more we can tell you other than we aren't ignoring the problem, it's not going to go away until we deal with it and we are dealing with it. It is a slow process and it has been slower of late due to some of the people who were helping us being dragged off to the Monde du Jeu show. We have approximately 500 reports still to go which means we're about 80% of the way through the list.
I know it's frustrating for the people who are still waiting for things and I really do wish that it was possible to sort this out faster, unfortunately there is nothing more we can do other than work through the list, one report at a time. It's slow, it's tedious but it's the only way to do it.
Requiel wrote:We can't give you an estimate. One reason is that it's not really possible to say with any degree of accuracy and the other reason is that if we were giving out estimates we'd be doing nothing else other than answering queries about when a particular ticket was likely to be resolved. As the original message said that you got when you reported it, when we have more information for you, we'll contact you. It isn't feasible to reply to each and every update asking for progress on each and every ticket. As I said, if we were then nothing would actually get done.
Question
diddum wrote:Requiel do you think it's a good service that we have to wait for 2 months to get our chars solved and only get 12 free days? I and many others haven't been able to play the game as we wanted to for 2 months and we're still paying as much as anybody else...
It's not an attack on you, but I'm just not satisfied with the treatment we get from goa.
Answer
Requiel wrote:The free days are for the server downtime, not for the fact that your items are missing. Normally we only give free time when the service is unavailable, in this case we gave free days even though the other servers were up. It's not really possible to give free time individually based on time to resolve a particular ticket and there's no blanket award that is fair to everyone.
I don't expect people to be happy that it's taking so long but there isn't any realistic way of compensating people for missed time on their characters. Partly that's why we implemented the bonuses up until the clustering so that people who couldn't play 50s would find it easier to level some alts for a while. Many people who were affected were also not stopped from playing either, a lot just re-equipped characters with temporary templates, a very small minority indeed couldn't play at all
