An update on the Missing Characters issue | Forums

[LISnowman]

So i just had a chat with customer support.They sent me a link to this thread. when i said i saw it when it was posted and it doesnt have a time frame the support person said,"we have not been given an ETA on the fix, sorry for the inconvenience". Now if i couldnt play one mission or if the server is down for an hour or 2 during maintenance that would be an inconvenience.This is beyond a simple inconvenience. Not being able to play a game that you bought is ridiculous. Im starting to think there is no fix and this thread was just started as a pacifier to keep us quiet until we just say screw it and ask for our money back out of frustration.At this point it would probably have been quicker to just start with a new character but i cant even do that because if what they say is true the character will just be deleted when they "fix" the issue.

I have already said screw it numerous times to customer service, tweeted to ubi support, that I want my money back. Can't use their product. Just like this thread never hear anything from them. Horrible customer service, they don't care at all about their customers.

[TheWr3NcH19Xx]

Still missing my lvl 30 character? Any update on when this fix is going live? All I heard yesterday was a fix will be out shortly and its been over ANOTHER day with no character. Are you guys actively trying to fix this or just saying screw it? My GT is thewr3nch19xx

[TheWr3NcH19Xx]

Still missing my lvl 30 character? Any update on when this fix is going live? All I heard yesterday was a fix will be out shortly and its been over ANOTHER day with no character. Are you guys actively trying to fix this or just saying screw it? My GT is thewr3nch19xx. Also what if I start a new character, won't it just be deleted when this fix happen?

[rtjr28]

Another dumb Twitt, instead of updating us on are missing character or people with log in problems WTF twitt dumb stuff

[TACTICALBADGER1]

They do not have a Fix yet!! The only thing they did was make it so it doesnt happen to more people. This is my chat with customer service.....

Me: I somehow got disconnected from the chat and had to wait in line again.

Emily B: I apologize for the wait.

Emily B: The chats close if no responses go through after awhile
.
Me: Par for the course. Anyway i was saying that not being able to play the game and not knowing when or if i can play it again is more than an inconvenience. Is there any plans to compensate players who's characters have been deleted? like give them in game credits, items. how many players were affected by the bug?

Emily B: We have not been given any information as far as compensation goes for this. I believe they're spending most of their energy trying to resolve the problem at the moment.

Emily B: I don't have exact numbers on how many players were affected, but since we're talking about characters that have so much time and money in them, this is a top priority for our development team.

Me: I thought the problem was already resolved and they were just working on implementing the fix.

Emily B: They have found the reason for the bug and are preventing it from affecting more players, that's correct.

Emily B: As of right now, I have no information on an ETA to restore the missing characters or of any compensation.

Me: OK, how will i find out if/when an ETA is given?

Emily B: Any updated information will be posted via Twitter or the forums.

Emily B: I apologize I cannot give you more detailed information at this time.

[assassRN]

your getting that upset about something that was completely out of the devs control. please answer this, Are you loosing a salary because you cannot play this 1 character due to data corruption? i assume the answer is no?

how about you just grow up and accept that data corruption happens and when it does, yes its horrible, but with the right backups you can get that data back, yes you might loose some progress but a least you do not have to start at the beginning. loosing 1 days worth of progress is better than loosing a couple hundred hours worth. Stop acting like a spoilt little brat and grow up

F**K you CAP!! this is the reason Europe is the sh*thole that is is! Stand up and demand what you want eurowimp!!

[DarkPhoenix2788]

I WOULD LOVE TO PLAY THE GAME AGAIN ... But if i find my self waiting till next tus ill just sell my game

[BLuRR 203]

"Shortly" can mean many things. To me, that's within 24 hours, and probably sooner.
"It's fixed" normally doesn't mean many things. To me, the issue has been resolved and we're back to normal.
Ubi can't say both "shortly" and "fixed" in their post and then not have the patch out that day, and ESPECIALLY not communicate more specifically when the patch will be out within 24 hours from that post.

Anger level rising. Salt level rising. JUST COMMUNICATE WITH US WHO WANT TO PLAY YOUR GAME.

Also, don't ask me to close my trouble ticket before you've deployed the patch. That is infuriating and insulting.

You're destroying the goodwill you built up to this point. COMMUNICATE. PATCH.

AHAHAHA this is the best thing I came to post. They EFFING ASKED ME TO CLOSE MY TICKET like its been solved. Seriously you guys at Ubi/Massive has bawls.For real guys? I STILL DO NOT HAVE MY CHARACTER BACK, STILL NOT A SINGLE EFFING WORD OF WHEN THE PATCH IS GETTING DEPLOYED. The anger is effing rising. You guys are pushing out info to HIDE THE PR nightmare, like its fixed. Heck go on reddit and they are ACTIVELY Downvoting anyone giving the truth that this is STILL NOT FIXED. You guys have such bawls to ****ing ask me to close a ticket when IT HAS NOT BEEN RESOLVED. 3 effing days, falling behind all the other players, friends giggling about playing incursion and getting set gear, and getting amazing high-ends. Thanks for showing your true colors guys, I'm sure we'll all be future product buyers and big fans of your "work". I'd be fired for this performance.

[ovoxoTrilogy]

Agents,

Some of you reported that their characters went missing after Update 1.1. Our team has identified and fixed the source of this issue to ensure that your characters could be correctly restored.

The issue was caused by a malfunctioning server that couldn’t synchronize character data correctly and corrupted them instead. The game client was unable to read this corrupted data, and simply assumed that the character didn’t exist. Once this has been identified, we were able to restore the server to its normal functions, thus ensuring that the issue will no longer occur for other players.

For those who experienced the issue: your character is not gone. We are currently working on a fix that should make it available shortly. Implementing this fix will require a server downtime, and we will let you know when we are ready to perform it.
Please note however that in order to make your character available, we will need to restore the latest uncorrupted save of your entire account, which happened during the server maintenance of April 12. In other words, your character will be back just as you left it on April 12 at 9am CEST | 3am EDT | 12am PDT. You will lose any progress made on this character or any other one from the same account between April 12 and the next maintenance. This only applies to players who have been affected by the missing character issue.

We apologize for the inconvenience and want to thank you for your understanding and your help in identifying this issue.

The Division Team

So for the people who were affected by the 4/12 update, do we have to do anything to get our character back for the next patch or do you guys already know who lost their saves?

[KiLLTarTed]

Like it isn't like we are asking for too much, how hard is it for them to type out two sentences on here or twitter just giving us an update that isn't over 24 hrs old. I mean this is not like some tiny little problem, their customers who have spent upwards of 100$ cant even play the product they paid for. If this happened in almost any other consumer products (i.e Apple's Iphones, or consumer electronics) other than the videogame industry people would be absolutely up in arms and the heat from the outside to fix the issue promptly while thoroughly communicating that entire process. The fact that this even happened is ridiculous considering there is suppose to be a thorough inspection of any update or patch before it released on Xbox Live by that company in itself but you throw in the absolute lack of communication of that process and vague timeline of it implementation on top of it that makes it deplorable. They deserve a hit to their company or someone get fired for this screw up, and their utter lack of their customer's respect and communication because this simply wouldn't fly outside what has become a very lazy and complacent videogame industry.