Pet Missing - Please Restore

[Ashijin]

The patch caused one of my recently acquired pets to just... disappear. It was a very good mythical genie bought in the shop a few days ago on the steam account Ashijin, and was given to the account Grumblecorn for use on a dps countess. Ever since the patch, the genie is just gone... it has disappeared from Grumblecorn's inventory. Restarting the game did not restore it as some people have been saying on the forums.

Please restore this, I did not farm Nightmare modes for weeks just to have another buggy patch delete one of my pets.

[Grumblecorn]

I can confirm that restarting the game did not work. Ashijin and I spent a great deal of time trying to get a decent mythical genie and it is pretty terrible that it just vanishes when we finally get one.

[DigitalIP]

Surprised people actually use Genie's..

In any case, if this happend on Trendynet, only thing you can do is email Trendy about it so they can restore it..

But honestly, with how backlogged they probably are itd more than likely be easier and faster for you to just attempt to get another good Genie..

[iamisom]

Can you PM me with a link to your Steam profile page, please?

[Ashijin]

It's been a few days since I sent the PM and still have not received an update on this issue.

[Ashijin]

Still haven't gotten a response about this.

[Ashijin]

Can I please get a response on this? As a paying customer who's invested a lot of time in this game, I don't appreciate submitting requested information only to have the issue subsequently ignored.

I'm not going to keep playing this game, getting my friends to play this game, and buying DLC content if I'm going to have items randomly disappear every patch and never have them restored, or even get a reason behind what happened. The lack of communication here is pretty infuriating.

[Swixel]

There seems to be an epidemic of people who think they're the only customer. A few things to consider:


TrendyEnt has cleared over a million copies of this, so you're not the only customer;
A friend lost a pet we all suspected was hacked -- it just disappeared, so if the stats were too good to be true, be grateful it's gone and you're not banned for having it (even if you lost 125M buying the damn thing);
Their server isn't some massive version-controlled magic vault of power and awesome, they're an indie company.

[Grumblecorn]

There seems to be an epidemic of people who think they're the only customer. A few things to consider:


TrendyEnt has cleared over a million copies of this, so you're not the only customer;
A friend lost a pet we all suspected was hacked -- it just disappeared, so if the stats were too good to be true, be grateful it's gone and you're not banned for having it (even if you lost 125M buying the damn thing);
Their server isn't some massive version-controlled magic vault of power and awesome, they're an indie company.


1) Ashijin was asked to PM somebody, it isn't like he's complaining to complain. If you read a few posts up you'll see why he's angry.
2) It wasn't "too good to be true", it was only 120 upgrades, but it was still something we spent time getting and don't appreciate losing.
3) What's your point with this one, exactly? He was directly instructed to send his info.

[Swixel]

1) Ashijin was asked to PM somebody, it isn't like he's complaining to complain. If you read a few posts up you'll see why he's angry.

Yes ... I see why he's angry, but it takes quite a while to get some things done.


2) It wasn't "too good to be true", it was only 120 upgrades, but it was still something we spent time getting and don't appreciate losing.

Fair enough, but that's the first time anything's been said about the quality of it other than "mythical".


3) What's your point with this one, exactly? He was directly instructed to send his info.

A staff member can't pull data out of the air, they have to get it off their server. This requires the server to not be hit (performance wise) when they try to find the backup data. Given the vague period of time given, this takes more time, and they've got other things they need to do ... with an indie company, there are less people, so, there's less man powered, and less things can be done at once. Just that point.

[Ashijin]

Yes ... I see why he's angry, but it takes quite a while to get some things done.



Fair enough, but that's the first time anything's been said about the quality of it other than "mythical".



A staff member can't pull data out of the air, they have to get it off their server. This requires the server to not be hit (performance wise) when they try to find the backup data. Given the vague period of time given, this takes more time, and they've got other things they need to do ... with an indie company, there are less people, so, there's less man powered, and less things can be done at once. Just that point.

I can understand the whole "indie company" thing, but I kind of doubt the performance of their server has much to do with it. The time is also not vague at all - the pet disappeared the millisecond the patch came out, it's pretty clear. It's just really frustrating that I got a response, it seemed like things might get fixed, and then... nothing. I feel like the customer service here is really disorganized and - as you stated before - with millions of customers, it's very easy to worry that my issue will just be forgotten and swept under the rug if they stop responding for nearly two weeks.

It's also really frustrating that issues like this have happened before, and continue to happen. I will never understand how a seemingly minor patch like this manages to just make people's items randomly disappear or even change into different items. That does not build a lot of confidence here.

[Swixel]

The time is also not vague at all - the pet disappeared the millisecond the patch came out, it's pretty clear.

So you logged in that millisecond? That'll help them a great deal to know that ... because your account data wouldn't be processed until after you logged in.


It's just really frustrating that I got a response, it seemed like things might get fixed, and then... nothing. I feel like the customer service here is really disorganized and - as you stated before - with millions of customers, it's very easy to worry that my issue will just be forgotten and swept under the rug if they stop responding for nearly two weeks.

I get the feeling they're disorganised, but mostly due to them not expecting this volume of players, and the backend server's tech being ... at the very least, an interesting choice. (Again, I won't go into what I know, but it doesn't take much investigation to discover it from the log files alone.)



It's also really frustrating that issues like this have happened before, and continue to happen. I will never understand how a seemingly minor patch like this manages to just make people's items randomly disappear or even change into different items. That does not build a lot of confidence here.

It doesn't help to know how it happens, as seeing how the bug happened undermines confidence too ;)

[Ashijin]

Still waiting for support

[Swixel]

[removed incorrect data]

It may be a nasty sounding thing to say, but based on other feedback, I'm guessing their ability to restore is fairly limited based on people not having loaded and overwritten the backup.

I believe the technology/issue is the same as that used for Open...

[Ashijin]

As horrifying as that sounds, I'm going to hold out and keep bumping my post until I get a real response from Trendy's tech support staff... assuming that even exists. I'm starting to wonder. That's what a tech support forum is for, right?

[Bayangan]

I have to tell you that they do exist. Since I got my problem sorted out.
And so far I also got informed that item re-creation is not something they are going to do. They will try just fully restore using the last good backup.
I also got informed that they do have several backup that will be pushed on login event. So the more login attempt the more backup pushed back, until at some point it flushed off the backup.
My own problem took some quite frustrating time till it recovered, it took 2 weeks. But thats not for sure because every error need to be investigated. Some ppl got restored in few days. If you already sending email then you can wait for response and do not try login to check.