Curse

Optiker · Mar 29, 2011, 02:14 PM // 14:14

Has anybody experienced a deleted account, accompanied by characters moved from one account to another?

My wife and I have separate accounts, both on the same NCSoft master account. We had played GW a lot, with our primary play being teamed with my daughter and her husband, and my son and his wife as a six-person guild. We played Nightfall and Eye-of-the-North, but my son also had both Factions and Prophecies, and I also had Prophecies.

We haven't played for some time, and last week I logged into my account to make sure I was updated, thinking I might go back in and play some. Our family group of six has been playing Lord of the Rings Online, and my wife was finding LotRO to be more complex than she prefers, but that GW was more to her liking.

When my account login came to the character selection screen, I was shocked to find a mix of characters from my account, and characters from her account. I logged out, and tried to log in to her account, but received a message that it wasn't found. I logged into our NCSoft master account and sure enough, both of our City of Heroes/Villains accounts were there, but only my GW account was there - hers had been deleted.

I sent a support request to NCSoft, and through a series of e-mail exchanges - including my providing the original access codes for both of our games - they restored her account. When I logged into her account, there were all of the missing characters from both of our accounts that weren't in my account. Unfortunately, the character that I played and the one that she played as part of our family guild were now both on my account.

NCSoft asked me for the names of the characters on each account and I provided both the lists as they now stood as well as the lists as they were before the accounts were scrambled and hers deleted. At that point, they forwarded my ticket to GW support.

GW support then replied that there is no way that anybody - neither GW people, NCSoft people, nor anybody else - can possibly move characters between accounts! Their implication, earlier in the communications mentioned by NCSoft, was that my wife and I shared accounts and thus we had each created characters on the other's account. This was not so...we never shared accounts.

Clearly, GW support was implying that I had created characters on both accounts and was trying to get them redistributed. Not so...I'm trying to get them redistributed after something - a glitch at GW, hacking, whatever - caused them to redistribute, as well as caused one account to be deleted. It seems to me that GW support is simply denying responsibility and refusing to do anything about it.

If other MMOs are able to offer character transfer as a premium service, even though GW does not do so, I can't believe that the appropriate technical people at GW don't have access to the databases in which character data resides, and therefore can't correct the problem. I believe that for whatever reason, they are simply refusing to do anything about it.

QUESTION...has anybody else had this or a similar experience. I would very much like to reply back to GW tech support, referencing this thread, that others have seen the same or similar problems.

Thanks!
Optiker

Asia Skyly · Mar 29, 2011, 04:46 PM // 16:46

Quote:

Originally Posted by Optiker

H
GW support then replied that there is no way that anybody - neither GW people, NCSoft people, nor anybody else - can possibly move characters between accounts!
Optiker

This should be the end all of the issue. They lack the motivation, interest and technical means to move characters around. I have to say in this case, I would take their word for it.

Aljasha · Mar 29, 2011, 04:54 PM // 16:54

It's weird that both official statements differ so much from each other. In regards to the database, it seems AN is having troubles with the european server farm right now and in general it is not possible to restore items and other personal stuff for any character.

I haven't heard of this happening before, but I would ask the support to unlink the GW account of your wife and link it to a new NCSMA. It seems that NCSoft has somehow managed to merge the two accounts- probably due to similar IP adresses etc and thought they would belong to the same user anyway. The whole thing sounds pretty random - even for NCSoft.

Don't give up!

Aeronwen · Mar 29, 2011, 06:06 PM // 18:06

This is totally bizarre.

I do not recall anyone ever mentioning something like this before.

I agree with Aljasha - Don't give up.

Also I believe they owe you an explanation as to why one account was deleted.

trickfred · Mar 29, 2011, 06:26 PM // 18:26

If they are clamming up, then send them screenshots (I would imagine you must have some) that show the characters partied together, thus proving they were on separate accounts once upon a time. And ask them to explain them.

TheGizzy · Mar 29, 2011, 06:51 PM // 18:51

Here's what I'd do...

1. Screen shots as previously mentioned.

2. Ask Gaile Gray for intervention.

3. Stop dealing with email support and call them instead: (512) 225-6359 12-5pm Central time

4. And I'm not sure what this might show, but it's worth checking - look into what you both dedicated at your HoM in EotN. I'd be very curious to see what shows up in "Account View" from both accounts. You might find nothing of note, but you may also find something inexplicable - elite armor for her toon showing on the Account View of the other account or something.

5. Be persistent but polite. Keep asking them to escalate the issue to someone who can investigate it fully. Your run-of-the-mill support personnel can't, and most of them have no idea of what is and is not actually possible in terms of programming. That's not a slam on them, it's simple reality. They've never heard of it so it's impossible. I've done gaming support administration & programming long enough to know that all sorts of odd things are possible... but the people you're dealing with currently can't conceptualize that. You've got to get to someone who can. Persistent politeness.

Chico · Mar 29, 2011, 10:32 PM // 22:32

Once upon a time there was weirdness into simply switching from one account to a secondary one on the same computer. Not even running both accounts, I'm talking before gw-multilaunch and similars existed (or were known). The weirdness had to do with friends lists, guild membership, campaigns appearing or disappearing, etc. A glitch sounds like the most plausible explanation but more than something you did it could be something they overlooked in db maintenance/backup/update scripts.
It may be true that, if everything they've said in the past is correct, they save everything as a blob and without the correct keys they can't pretty much do anything to the data like browse what you have or delete and update stuff. I don't think they'll admit ever to being able to create and destroy items but I've read about users with supposedly money-bought items (ectos) getting them deleted by support and getting their accounts back missing the "hot" items.

Of course I would have that functionality if I was in charge of GW but I would also never admit to have it so it would only be used on the most extreme cases. Now on toons, I would expect each to be its own blob and that each could be stored, deleted, linked, unlinked, or corrupted individually.

I agree with the others. Show pictures if you have where characters from different accounts were on the same party. That would be the best way to prove your case. I don't see how that helps with anything other than proving to them that what you say is true.

GL with support. They're quite square and can't see beyond the fence. I still own a banned account because they said repeating the same word over and over makes you a bot regardless of anything else going on with your toon (except if you do it on kamadan where it's OK to repeat yourself to infinity). My vocabulary for that day was GL, TY, and Happy RRDay. Even Gaily Gray couldn't see beyond the text and verify that I was quite at the same time browsing my inv, moving things around between mules, etc. Anyway I don't see them fixing this issue regardless of who looks at it.

Optiker · Mar 30, 2011, 10:43 AM // 10:43

Thank y'all for your replies. Lots of good comments and advice there.

I was ready to give up, but I will try submitting to Gaile Gray as suggested.

I'm not sure I have screen shots, but will check on that. If I don't it's more likely that my son does, so I might get something from him.

I don't know what is meant by "...look into what you both dedicated at your HoM in EotN. I'd be very curious to see what shows up in "Account View" from both accounts." in TheGizzy's reply. I understand "HoM in EotN" but "Account View" doesn't ring a bell. I think we each may have done one panel in HoM because we hadn't quite figured out the what or how of it.

Again...thanks for the comments and suggestions!
Optiker

BrettM · Mar 30, 2011, 12:41 PM // 12:41

When you first enter the HoM, there is a character standing by the portal named Kimmes the Historian. Speak to him to change your view of the HoM to show all items from all characters on the account. This is the "account view".

By using account view you will be able to easily see if some HoM items from characters on the other account are being displayed on your account.

Optiker · Mar 31, 2011, 02:27 AM // 02:27

Brett...Thanks! It wasn't like you described, or at least like I thought you were describing. I talked to Kimmes, but he only offered to show me my personal accomplishments, or something else that kicked me to my browser and seemed to be accomplishments for GW2. I went around the HoM and checked each pedestal, but they all just referenced the character I had logged in, which is the one my wife always played. I didn't see anything for any other characters.

I've also checked for screenshots, and also checked with my son, and neither of us have any, so it looks like I have no way to prove that the characters got scrambled.

It's time to give it up. Thanks all for your comments and suggestions.

Optiker

cataphract · Mar 31, 2011, 08:48 AM // 08:48

Noooo, don't give up! Make them explain why did that one account disappear in the first place. Also get your wife, son and friends to e-mail support testifying the characters in question were on different accounts. Have your buddies check their friends lists for entries of both your and your wife's characters.

It's very douchebaggy of them to dismiss you like that when it was their bug that caused it.

Optiker · Mar 31, 2011, 10:51 PM // 22:51

Naw...not worth the trouble. They restored the deleted account, even if it was scrambled with the other one. Besides, I'm too old to be tilting windmills!

Snograt · Apr 01, 2011, 03:57 PM // 15:57

If nothing else, we're all mighty interested to know what exactly has occurred here. I don't think any of us have heard the like before - and an awful lot of us run multiple accounts...

Optiker · Apr 04, 2011, 12:19 AM // 00:19

Snograt...don't know that I can add more to the original post, other than the lost account was restored by NCSoft, but the two accounts remain with characters mixed...and I'm dropping it. It's not worth additional effort since, especially under the circumstances, I probably won't play it again.

Snograt · Apr 04, 2011, 10:38 AM // 10:38

Damn, that's such a shame.

Come on, customer support - support your customers, eh?

cataphract · Apr 04, 2011, 01:54 PM // 13:54

I'd really like to know how they managed to mix up characters from two differrent accounts. That's some epic haxx0ring right there.

Sir Baddock · Apr 04, 2011, 02:15 PM // 14:15

It sounds like what happened is that they somehow merged accounts together because one account was lacking expansions that the other account had. If anything continuing this topic until Regina or another CM see's it will result in a better answer. If it doesn't NCSoft is lacking on the support side and I imagine a few hundred emails would convince them that they need to look at the issue again.

Time for me to make this Viral yet?.

Optiker · Apr 05, 2011, 02:27 PM // 14:27

As far as I'm concerned, it's time to move on. I have no idea how it could have happened, so from my perspective, Sir Baddock's suggestion is as good as any. My biggest gripe is their insisting that they have no way to do anything about it. It may be so, but that's very hard to believe. If they'd just said that it would be too costly in man hours and set a bad precedent, I could accept that, but I don't care to be lied to if in fact, they could fix it, but just refuse to do so and choose to lie about it.

Sir Baddock · Apr 05, 2011, 02:40 PM // 14:40

Optiker I've contacted the correct people for you here, Gaile has request some additional information from you on This Page (Look at the bottom). If you're not very good with the Wiki feel free to read the below quotes and then PM me the needed information (or post it) and I can manually edit it into the wiki page I linked. If you don't want to read the quotes she's requesting your 12-digit support incident/ticket number so she can view the ticket and see what's going on.

This is probably your best chance to get this issue resolved.

Quote:

This is a really interesting question. I'm looking into this now. -- Gaile 20:02, 4 April 2011 (UTC)

Quote:

I cannot identify this incident based on the information that I have at hand. Please ask the player in question to contact me and provide me with his 12-digit support incident/ticket number so I can look into this further. He can do that here on the wiki, for his convenience. Thank you. -- Gaile 23:00, 4 April 2011 (UTC)

**cosyfiep** · Apr 05, 2011, 03:52 PM // 15:52

there have been times in the past that people have had separate accounts and anet did go ahead and merge the two (rare cases--no I cant give examples)....it looks to me like perhaps this is what they did--- it was probably done in error (ooops wrong accounts

).

Most of the people in those cases had wanted the accounts merged so I know that can be done--never heard of un-merging though-----

but yeah please contact Gaile, she can find out what happened-----