Still waiting for the items I purchased on Black Friday!

[Hobgoblin]

Hey all, I apologize for the lengthy delay here, but I have an update with an action plan.

Let me start with the news you want to hear: we tested a fix for this issue on our QA environment and it was successful. We intend to launch this fix during the next scheduled downtime, which should be next Wednesday, February 4th. Anyone who owns the Masterminds of Sharn but didn't get their Sharn Supplies will receive them automatically upon logging in. This information will be contained in the downtime info as well.

The delay here is definitely not something we want to repeat. We made some changes and improvements to the process for how this was handled and are taking the feedback from the forums, the customer service tickets, and the discord seriously.

this would have been helped with simple communication but it feels like you treated us like mushrooms

 

[Blaster]

I'll believe it when I see it.

 

[FaceDancer]

I very much hope as part of the improvement to process that there is an attempt to be a little better about communication with the player base. Speaking from outside the fishbowl, it is not so good.

P.S. gemineye777 gets a cookie for perseverance!

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[Dulkhan]

Hey all, I apologize for the lengthy delay here, but I have an update with an action plan.

Let me start with the news you want to hear: we tested a fix for this issue on our QA environment and it was successful. We intend to launch this fix during the next scheduled downtime, which should be next Wednesday, February 4th. Anyone who owns the Masterminds of Sharn but didn't get their Sharn Supplies will receive them automatically upon logging in. This information will be contained in the downtime info as well.

The delay here is definitely not something we want to repeat. We made some changes and improvements to the process for how this was handled and are taking the feedback from the forums, the customer service tickets, and the discord seriously.

I wasn't affected, but surely you are going to give some kind of compensation to those affected by this right? RIGHT?

 

[gemineye777]

Hey all, I apologize for the lengthy delay here, but I have an update with an action plan.

Let me start with the news you want to hear: we tested a fix for this issue on our QA environment and it was successful. We intend to launch this fix during the next scheduled downtime, which should be next Wednesday, February 4th. Anyone who owns the Masterminds of Sharn but didn't get their Sharn Supplies will receive them automatically upon logging in. This information will be contained in the downtime info as well.

The delay here is definitely not something we want to repeat. We made some changes and improvements to the process for how this was handled and are taking the feedback from the forums, the customer service tickets, and the discord seriously.

I didnt see this fix in the notes. Are we still a go for this to be delivered?

 

[gemineye777]

@Tolero Can you check on this please?

 

[Dude]

I didnt see this fix in the notes. Are we still a go for this to be delivered?

I think tomorrow is just a maintenance day, not a patch day. I know Celestrata said tomorrow, but my guess is it will be next week.

 

[Blaster]

Hey all, I apologize for the lengthy delay here, but I have an update with an action plan.

Let me start with the news you want to hear: we tested a fix for this issue on our QA environment and it was successful. We intend to launch this fix during the next scheduled downtime, which should be next Wednesday, February 4th. Anyone who owns the Masterminds of Sharn but didn't get their Sharn Supplies will receive them automatically upon logging in. This information will be contained in the downtime info as well.

The delay here is definitely not something we want to repeat. We made some changes and improvements to the process for how this was handled and are taking the feedback from the forums, the customer service tickets, and the discord seriously.

@Celestrata Bloodsong The next scheduled downtime just happened. Was this fix implemented, or will it be part of U78?

 

[Thad]

Went through every available slot on the character that i first logged on (Thaddeus) on Cormyr. I also checked the mailbox, no sign of those missing Sharn items. I wonder if I am doing something wrong ?

 

[gemineye777]

I didnt receive the Sharn items I was told would happen today. More over promising and then under delivering. Original ticket was December 10th! Can anyone explain when I am going to get the items I paid for back in December? @Celestrata Bloodsong @Tolero @Cordovan @Severlin

 

[gemineye777]

Did things get changed? Why isnt anyone replying to our questions? This cost us money that you already have in your bank...If i cancel payment, you ban my account, WHAT GIVES!

 

[gemineye777]

Cordovan was helpful. "Yes, we are working to automatically deliver these items to everyone who made a purchase. Should be done in the next week or so is my understanding, we weren't able to get it done today."

 

[Celestrata Bloodsong]

Hey all, so I have a full update and a new action plan.

So we made the attempt to apply the fix today, but we were not able to get it completed. Because of this we took a step back to reconvene and plan a new opportunity to make this change. While we'd love to apply it sooner rather than later, this fix requires all of the services to be down simultaneously, including the store and game, and we didn't want to hold up the downtime.

The next opportunity we have to apply this fix is next week's downtime and we know this sucks. This fix has been outstanding for too long. I also want to confirm to folks here who are affected that this issue remains at the top of our priority list to address, and a wide number of teams are involved.

I've gotten confirmation from Severlin and Tolero to provide a small additional package of currency and items as an apology for the extremely delayed wait. We'll find a way to distribute this to those who are affected - I'll have more details after the items and offer are made.

I'll continue to drop by this thread until we get this resolved.

 

[gemineye777]

Hey all, so I have a full update and a new action plan.

So we made the attempt to apply the fix today, but we were not able to get it completed. Because of this we took a step back to reconvene and plan a new opportunity to make this change. While we'd love to apply it sooner rather than later, this fix requires all of the services to be down simultaneously, including the store and game, and we didn't want to hold up the downtime.

The next opportunity we have to apply this fix is next week's downtime and we know this sucks. This fix has been outstanding for too long. I also want to confirm to folks here who are affected that this issue remains at the top of our priority list to address, and a wide number of teams are involved.

I've gotten confirmation from Severlin and Tolero to provide a small additional package of currency and items as an apology for the extremely delayed wait. We'll find a way to distribute this to those who are affected - I'll have more details after the items and offer are made.

I'll continue to drop by this thread until we get this resolved.

Thank you for the update. It is appreciated.

 

[Thad]

Thank you, and a Big THANK YOU to both Sev and Tolero for restoring my faith in your company

 

[cdbd3rd]

Hey all, so I have a full update and a new action plan.

So we made the attempt to apply the fix today, but we were not able to get it completed. Because of this we took a step back to reconvene and plan a new opportunity to make this change. While we'd love to apply it sooner rather than later, this fix requires all of the services to be down simultaneously, including the store and game, and we didn't want to hold up the downtime.

The next opportunity we have to apply this fix is next week's downtime and we know this sucks. This fix has been outstanding for too long. I also want to confirm to folks here who are affected that this issue remains at the top of our priority list to address, and a wide number of teams are involved.

I've gotten confirmation from Severlin and Tolero to provide a small additional package of currency and items as an apology for the extremely delayed wait. We'll find a way to distribute this to those who are affected - I'll have more details after the items and offer are made.

I'll continue to drop by this thread until we get this resolved.

And that's what communication looks like.

 

[Hobgoblin]

I would just like to note that this is what turning down a burner looks like on outrage.


more of this please

 

[Celestrata Bloodsong]

Hey all, just checked in with all of the teams and we're looking good to attempt this fix again during tomorrow's downtime.

In addition, continuing work with the team to make a pack that will be distributed to those affected, hope to have more on that within the day or by tomorrow.

 

[gemineye777]

Hey all, just checked in with all of the teams and we're looking good to attempt this fix again during tomorrow's downtime.

In addition, continuing work with the team to make a pack that will be distributed to those affected, hope to have more on that within the day or by tomorrow.

Thanks for the follow up, really.

 

[Hobgoblin]

Hey all, just checked in with all of the teams and we're looking good to attempt this fix again during tomorrow's downtime.

In addition, continuing work with the team to make a pack that will be distributed to those affected, hope to have more on that within the day or by tomorrow.

ty!


how will you know who is affected btw? just if they get the shards and the bag?