Missing Gear - AGS cannot restore

[Texidar]

I'm just wondering how many people have run into this issue or something similar, as it leaves me wondering if its worth investing time or money into AGS titles moving forward.

I hadn't played New World for a couple of months prior to 12 Oct 2023. I came back to potentially buy the expansion, but upon logging in realised I am missing my Chest, Gloves and Shield. I contacted Amazon Support to have the content restored, provided all the information they asked for with the exception of the actual missing gear's name/title as I honestly cannot remember. After a few emails back and forth this is what I'm left with...

"They've checked the logs and only could find records of un-equipping the the following items on Oct 12, 2023 @ 21:49:45 UTC to Oct 12, 2023 @ 21:51:11
However, They were not able to determine what is missing or confirm what happened without the specific names of the items."

Why is it they cannot seem to see anything prior to Oct 12th?
I find this rather odd since I've had gear go missing in other titles, but other companies simply look at their logs/data to see what I had on X date and compare with what is missing now to see if it actually went missing or if I had trashed it etc. The gear is then restored, simple as that.

It's as if Amazon wants me to keep a notepad beside me and write down the names of any gear I get just in case they make an error and it goes missing. This way I have an actual physical piece of paper with the name on it. But then if they still can't see it on their end are they actually going to believe me since I gave them the gear name? I could simply Google a good piece of gear and then ask them to restore it for me which really doesn't make sense to me.

[Dogtatokun]

You're asking why a company who has serious had issues with customers service and maintaining quality can't do something...

[Hexoplex]

"Why is it they cannot seem to see anything prior to Oct 12th?"

Cause they keep their logs for a week and then they get overwritten? Not too many games spend resources to replace missing gear. Eventually people would just put in requests for gear they never had. Someone have to be paid to wade through all the logs for each request, it's be a nightmare logistically.

[Fairgamer]

Originally posted by Hexoplex:

"Why is it they cannot seem to see anything prior to Oct 12th?"

Cause they keep their logs for a week and then they get overwritten? Not too many games spend resources to replace missing gear. Eventually people would just put in requests for gear they never had. Someone have to be paid to wade through all the logs for each request, it's be a nightmare logistically.

You are just making excuses for the company. It's not like HE deleted it and is asking for his mistake to be undone. They lost his gear and so it's their responsibility to find or replace it.

AGS and the whole New World things has got to be one of the roughest MMO games in recent years, considering their budget, nothing seems to go right for it. This whole forum is just full of game issues, it's a joke.

[Hexoplex]

Originally posted by Lon Don:

Originally posted by Hexoplex:

"Why is it they cannot seem to see anything prior to Oct 12th?"

Cause they keep their logs for a week and then they get overwritten? Not too many games spend resources to replace missing gear. Eventually people would just put in requests for gear they never had. Someone have to be paid to wade through all the logs for each request, it's be a nightmare logistically.

You are just making excuses for the company. It's not like HE deleted is and is asking for his mistake to be undone. They lost his gear and so it's their responsibility to find or replace it.

AGS and the whole New World things has got to be one of the roughest MMO games in recent years, considering their budget, nothing seems to go right for it. This whole forum is just full of game issues, it's a joke.

Every company has a retention policy for logs. Costs money to keep and store logs for extended periods of time, how long is long enough, for AGS, it seems it's 1 week.

[Fairgamer]

Originally posted by Hexoplex:

Originally posted by Lon Don:

You are just making excuses for the company. It's not like HE deleted is and is asking for his mistake to be undone. They lost his gear and so it's their responsibility to find or replace it.

AGS and the whole New World things has got to be one of the roughest MMO games in recent years, considering their budget, nothing seems to go right for it. This whole forum is just full of game issues, it's a joke.

Every company has a retention policy for logs. Costs money to keep and store logs for extended periods of time, how long is long enough, for AGS, it seems it's 1 week.

Costs money to buy the game, buy DLC, buy battle pass and then the shop for those who use it - I think the players should expect a half decent service if it's the company's mistake. Or compensation.

[Hexoplex]

Originally posted by Lon Don:

Originally posted by Hexoplex:

Every company has a retention policy for logs. Costs money to keep and store logs for extended periods of time, how long is long enough, for AGS, it seems it's 1 week.

Costs money to buy the game, buy DLC, buy battle pass and then the shop for those who use it - I think the players should expect a half decent service if it's the company's mistake. Or compensation.

Read the ToS:

2.6 In-Game Items. When playing the Games, you may unlock, purchase, or otherwise gain access to various items within the Game (e.g., fictional currency, fictional property, characters, alternate skins, weapons, equipment, boosts, status indicators, etc.) (collectively, "In-Game Items"). In-Game Items are attributes of gameplay that have meaning only in the virtual and fictional world of the Game; they have no monetary value, are not real-world currency, and cannot be resold or redeemed for cash. You agree that you have no ownership or property interest in any of the In-Game Items that we attribute to your account, or to any Game Content we authorize you to access, regardless of any effort, real-world money or other consideration you may have exchanged for access to an In-Game Item or Game Content. While we provide you the ability to access and use In-Game Items and Game Content, we retain all rights in and to all In-Game Items and Game Content. Accordingly, we may remove or alter an In-Game Item or Game Content attributed to your account or accessible to you at any time without notice or liability, arising in contract, tort, or otherwise. We are not responsible for loss or theft of In-Game Items. We may enable you to trade certain In-Game Items for other In-Game Items as part of gameplay. Otherwise, you may not sell, transfer, or offer In-Game Items in exchange for real-world currencies or consideration, whether inside or outside of the Games.

[Fairgamer]

Originally posted by Hexoplex:

Originally posted by Lon Don:

Costs money to buy the game, buy DLC, buy battle pass and then the shop for those who use it - I think the players should expect a half decent service if it's the company's mistake. Or compensation.

Read the ToS:

2.6 In-Game Items. When playing the Games, you may unlock, purchase, or otherwise gain access to various items within the Game (e.g., fictional currency, fictional property, characters, alternate skins, weapons, equipment, boosts, status indicators, etc.) (collectively, "In-Game Items"). In-Game Items are attributes of gameplay that have meaning only in the virtual and fictional world of the Game; they have no monetary value, are not real-world currency, and cannot be resold or redeemed for cash. You agree that you have no ownership or property interest in any of the In-Game Items that we attribute to your account, or to any Game Content we authorize you to access, regardless of any effort, real-world money or other consideration you may have exchanged for access to an In-Game Item or Game Content. While we provide you the ability to access and use In-Game Items and Game Content, we retain all rights in and to all In-Game Items and Game Content. Accordingly, we may remove or alter an In-Game Item or Game Content attributed to your account or accessible to you at any time without notice or liability, arising in contract, tort, or otherwise. We are not responsible for loss or theft of In-Game Items. We may enable you to trade certain In-Game Items for other In-Game Items as part of gameplay. Otherwise, you may not sell, transfer, or offer In-Game Items in exchange for real-world currencies or consideration, whether inside or outside of the Games.

Only an Amazon employee or fanboy would go to this kind of length to show that a company losing someone's item is not at fault.

When you have to refer to terms of service, as a supplier, you have lost. A company is never going to win over it's customers with the attitude of "Read the small print".

End of.

[Hexoplex]

LOL, all you have to do is read my review of the game to see I am not an employee nor a "fanboy". I've just been around long enough to know about ToS and how little we are owed when we buy a revocable license to play games now-a-days.

[Fairgamer]

Originally posted by Hexoplex:

LOL, all you have to do is read my review of the game to see I am not an employee nor a "fanboy". I've just been around long enough to know about ToS and how little we are owed when we buy a revocable license to play games now-a-days.

Good, at least we agree then that it may be their policy, but it's not right to leave the player 'out of pocket' for their mistake.

[Stabby]

Look in your transmog window.

[hbyw618]

Originally posted by Dogtatokun:

You're asking why a company who has serious had issues with customers service and maintaining quality can't do something...

@Dogtatokun, bro, take a look at the curve, interesting, hah hah.

[FataI Pro]

Been playing every week since launch. I've never lost an item to Amazon. And plus....you have 16 hours in New World OP.
I'm not going to even assume anything for your sake. GL

[Hausstaubmilbe]

I don't mean to seem cynical or make excuses for AGS here but I honestly don't think that missing some old gear is that much of a problem. If you play for a few hours, you will get better gear and the stuff that disappeared will be irrelevant. All you lost is a few materials that you would've gotten from dismantling your old gear.

[Texidar]

Originally posted by Procles:

Been playing every week since launch. I've never lost an item to Amazon. And plus....you have 16 hours in New World OP.
I'm not going to even assume anything for your sake. GL

Originally posted by Hausstaubmilbe:

I don't mean to seem cynical or make excuses for AGS here but I honestly don't think that missing some old gear is that much of a problem. If you play for a few hours, you will get better gear and the stuff that disappeared will be irrelevant. All you lost is a few materials that you would've gotten from dismantling your old gear.

Oh I'm sure the gear I'm missing is easily replaceable with some crafting or killing a few mobs as it was nothing special.
I was simply curious if others had run into this, and was Amazon actually helpful in restoring the missing items(?).
I've put hundreds of hours into other MMO's, and as I mentioned have lost items but it was easily solved regardless of the companies Terms of Service not actually being required to help, so I found it odd that Amazon was unable to.
The lack of service makes me hesitant to want to invest more time or money into their products, simple as that.