World Transfer Q&A

[Thoroval]

Time for Load Test #3 for the new hardware! This time the theme will be Festival of Festivals! We invite you to join us on Bullroarer from 5-7pm EST Tuesday December 1st to experience all of the festivals that we can turn on simultaneously. No need to gather in one location. We want to encourage a normal game time spread of characters across the world. Additionally we will be testing Update 17.1 at this time, patch notes will be posted prior to the test on the Bullroarer Forums.

All who log into Bullroarer during this window will receive a 100 Turbine Point code sent to their email account on file (please check to make sure your email is updated) and be entered into a drawing for a Lifetime Account, 5K Turbine Points and 1K Turbine Point codes.

We hope you can join us!
Athena “Vyvyanne” Peters
Executive Producer

It's coming up on 2 weeks and no 100TP code yet. Any word? I kind of need that 100TP on my free account to purchase an item that's currently on sale.

[Evadar]

got a notification thats snowy transfers are live but server doesnt show up on transfer list yet???

[Evadar]

got a notification thats snowy transfers are live but server doesnt show up on transfer list yet???

nvm opened.

[BBChild]

Hello Vyvyanne;

I'm attempting to transfer my Warg from Snowbourn to Evernight, but it has been over two hours now and I still have not received a confirmation email. I'm unable to login, so I would assume the transfer is still in progress. Is it normal for it to take this long? I've transferred characters from other servers before, and it only took a matter of minutes. My friends on Snowbourn have all transferred their own characters to Evernight already, but I'm still waiting. Should I send a ticket, or should I continue waiting? If I should just sit tight, how long should I expect to wait?

[Celthon]

Yes it is a part of the transfer process now regardless of where you are transferring from.

Thank you very much for the reply/information.

[corrakkas]

was gonna play lotro today with my friends, but....... that back log of failed transfers must be very extensive, also have yet to receive any sort of confirmation

[Marcho_Brandybuck]

During my transfer from Snowbourn to Laurelin, something happened that allowed me to log in before the process was completed. Transfer has failed for character on which I was logged at that moment, as well as for my shared storage. Confirmation email arrived shortly after. I submitted a ticket, but unnecessary because later I repeated transfer of that remaining character and all went well.

[Aedfrith]

nvm opened.

Fingers crossed Aso, mine has worked. RoE have gone to Laurelin.

[corrakkas]

dear diary

it has been a week since i tried to transfer my characters to the new server, seven days have gone by, i have submitted thirteen customer support tickets to have my failed transfers resolved, during this time, i have received zero customer support nor have i received any confirmation emails

i have been a loyal member of lotro since beta, during that time i have purchased every expansion and maintain a VIP account, if in deed turbine has such a tremendous backlog of failed transfers that they simply have not gotten to me yet, i could understand this, i have no problem waiting a appropriate amount of time for this to be resolved, but to have zero support during this time is beyond me

meanwhile all of my friends are settling into the new servers and adjusting while i am being left in the dark

[corrakkas]

[Vyvyanne]

dear diary

it has been a week since i tried to transfer my characters to the new server, seven days have gone by, i have submitted thirteen customer support tickets to have my failed transfers resolved, during this time, i have received zero customer support nor have i received any confirmation emails

i have been a loyal member of lotro since beta, during that time i have purchased every expansion and maintain a VIP account, if in deed turbine has such a tremendous backlog of failed transfers that they simply have not gotten to me yet, i could understand this, i have no problem waiting a appropriate amount of time for this to be resolved, but to have zero support during this time is beyond me

meanwhile all of my friends are settling into the new servers and adjusting while i am being left in the dark

I sent you a PM yesterday, but I will post here as well. If you are not receiving emails from our system, then CS will not be able to contact you that way to assist and we can not assist with the specific problem here on the forums. You will need to call them. Information is here:
For Account Management Phone Support please call
1-855-WBGAMES (1-855-924-2637) or 1-781-407-4020.

English Support is available Monday to Thursday from 2:00 PM to 6:00 PM Eastern, and Friday 12:00 PM to 4:00 PM Eastern.

Holiday Phone Closures
(Please note these days and hours are subject to change)
11/25- Adjusted Hours- 11 AM to 3 PM ET
11/26- Closed
12/10- Closed for Company Meeting and Event
12/24- Closed
12/25- Closed
12/31- Adjusted Hours- 12 PM to 4 PM ET
1/1/16- Closed

For direct assistance with your game, please select the following option at the prompt:
LOTRO- 3
DDO- 4
AC- 5

[Thoroval]

dear diary

it has been a week since i tried to transfer my characters to the new server, seven days have gone by, i have submitted thirteen customer support tickets to have my failed transfers resolved, during this time, i have received zero customer support nor have i received any confirmation emails

i have been a loyal member of lotro since beta, during that time i have purchased every expansion and maintain a VIP account, if in deed turbine has such a tremendous backlog of failed transfers that they simply have not gotten to me yet, i could understand this, i have no problem waiting a appropriate amount of time for this to be resolved, but to have zero support during this time is beyond me

meanwhile all of my friends are settling into the new servers and adjusting while i am being left in the dark

Sorry I don't have answers regarding the failures. I imagine it must be extremely frustrating. I wouldn't have thought that having a 100% failure rate should be possible. I'm curious though. Have your characters always been on Meneldor or were they created somewhere else, like say Landroval, and you paid to have them transferred to Meneldor at some point in the past? That is honestly the only reason I can think of. Too bad character creation is turned off or I'd suggest experimenting by creating a fresh character and attempt a transfer just to see if anything from your account will transfer.

Regarding emails, I'll just mention this because it just caught me unawares the other day. Spam filter possibly? It seems simple, but sometimes I forget.

I don't know who your email provider is, but make sure they aren't blocking the emails as spam. I personally had emails from Turbine blocked/lost/whatever for years by one of my email providers. I changed the provider I used for Turbine and as far as I can tell I've not missed an email again. You may try opening up a free email account somewhere else and change your Turbine account over to that.

[corrakkas]

I sent you a PM yesterday, but I will post here as well. If you are not receiving emails from our system, then CS will not be able to contact you that way to assist and we can not assist with the specific problem here on the forums. You will need to call them. Information is here:
For Account Management Phone Support please call
1-855-WBGAMES (1-855-924-2637) or 1-781-407-4020.

English Support is available Monday to Thursday from 2:00 PM to 6:00 PM Eastern, and Friday 12:00 PM to 4:00 PM Eastern.

Holiday Phone Closures
(Please note these days and hours are subject to change)
11/25- Adjusted Hours- 11 AM to 3 PM ET
11/26- Closed
12/10- Closed for Company Meeting and Event
12/24- Closed
12/25- Closed
12/31- Adjusted Hours- 12 PM to 4 PM ET
1/1/16- Closed

For direct assistance with your game, please select the following option at the prompt:
LOTRO- 3
DDO- 4
AC- 5

here is the deal though, since 2012 when i changed my email address with turbine, i have consistently received emails from turbine, both from customer support and other notifications, i have hundreds of examples i can easily provide, the last time i submitted a ticket to customer support in march, i received a email, nothing has changed on my end and i still have these emails in my mail, as i have never deleted a lotro related email, furthermore i am not going to endure the stress of attempting to communicate with customer support via phone related communications when both online email and contact with the executive producer of lotro have resulted in absolutely zero progress towards the resolution of my problem

[Linet]

I notice the status update thread says "All Closing worlds will no longer be available for play on April 4th 2016." While this is true even if servers close in January, am I right hoping I still have few months instead of weeks? And can you update the world transfer info page too if so? (https://www.lotro.com/en/game/articles/world-transfers)

[Thurallor]

furthermore i am not going to endure the stress of attempting to communicate with customer support via phone related communications when both online email and contact with the executive producer of lotro have resulted in absolutely zero progress towards the resolution of my problem

Well at least we know resolving your issue isn't your top priority. Have fun maintaining your grievance, I hope it's as satisfying as playing the game.

Picking up the phone and dialing a toll free number is oh-so-stressful. You have my sympathy.

[Vyvyanne]

I notice the status update thread says "All Closing worlds will no longer be available for play on April 4th 2016." While this is true even if servers close in January, am I right hoping I still have few months instead of weeks? And can you update the world transfer info page too if so? (https://www.lotro.com/en/game/articles/world-transfers)

Yes you have until April. We will update the page accordingly.

[Thoroval]

here is the deal though, since 2012 when i changed my email address with turbine, i have consistently received emails from turbine, both from customer support and other notifications, i have hundreds of examples i can easily provide, the last time i submitted a ticket to customer support in march, i received a email, nothing has changed on my end and i still have these emails in my mail, as i have never deleted a lotro related email

Which servers your email provider didn't block as spam back in 2012 or even in March 2015 aren't necessarily the same ones blocked today. That's why I suggested you check to see if they are now blocking Turbine. It could just be some of Turbine's email servers. That's what happened to me. My previous email provider apparently only blocked one of Turbine's email servers, not all of them. Some automated anti-spam systems can be hypersensitive.

[Drobadoc]

dear diary

it has been a week since i tried to transfer my characters to the new server, seven days have gone by, i have submitted thirteen customer support tickets to have my failed transfers resolved, during this time, i have received zero customer support nor have i received any confirmation emails

i have been a loyal member of lotro since beta, during that time i have purchased every expansion and maintain a VIP account, if in deed turbine has such a tremendous backlog of failed transfers that they simply have not gotten to me yet, i could understand this, i have no problem waiting a appropriate amount of time for this to be resolved, but to have zero support during this time is beyond me

meanwhile all of my friends are settling into the new servers and adjusting while i am being left in the dark

SAME GAME HERE ....
but i am goning to Week 3 now
I recive mails vom Turbine , i tried all mailadersses i own, even one from a frind, i tried the customer support from diffend pc / networks. The ingame support opend a ticket at the customer support for me.

Nothing happend.
I feel ripped off

[corrakkas]

Well at least we know resolving your issue isn't your top priority. Have fun maintaining your grievance, I hope it's as satisfying as playing the game.

Picking up the phone and dialing a toll free number is oh-so-stressful. You have my sympathy.

i am a disabled iraq war veteran and using a phone to have a conversation is a very complicated and challenging thing for me to accomplish, to note, i seriously doubt that it would resolve anything as in typical fashion they will just ignore the problem, and along with somebody else recently claiming to have gone 3 weeks with a similar problem, what you should actually say, is resolving problems for customer support is not their top priority, so thank you for your input and now we all know what kind of person you are

[Thurallor]

i am a disabled iraq war veteran and using a phone to have a conversation is a very complicated and challenging thing for me to accomplish, to note, i seriously doubt that it would resolve anything as in typical fashion they will just ignore the problem, and along with somebody else recently claiming to have gone 3 weeks with a similar problem, what you should actually say, is resolving problems for customer support is not their top priority, so thank you for your input and now we all know what kind of person you are

Don't try to brand me as insensitive when there was no way for me to know you were disabled, because you didn't mention it.

Now that you have mentioned your disability, I wouldn't be surprised if Turbine makes special efforts to accommodate you, just because they're generally good people.

[cdq1958]

i am a disabled iraq war veteran and using a phone to have a conversation is a very complicated and challenging thing for me to accomplish, to note, i seriously doubt that it would resolve anything as in typical fashion they will just ignore the problem, and along with somebody else recently claiming to have gone 3 weeks with a similar problem, what you should actually say, is resolving problems for customer support is not their top priority, so thank you for your input and now we all know what kind of person you are

Thank you for your service, Griefing; but what about the fact that many of us have never had a problem with Turbine's support, whether via email (which is notoriously unreliable) or via the phone? How can those of us who have received excellent customer support say that they don't have customer support as their top priority?

[corrakkas]

i have seen and experienced the full spectrum of customer support from turbine, but historically, the customer support has a negative report, from game masters blanket closing reports in mass and refusing to help to them doing what they are supposed to do and resolving problems that are at no fault to the player, speaking specifically of when the game breaks or is not working as intended, you have game masters that will help one person and the next deny for the exact same problem the hypocrisy is unfathomable, from players getting bans for saying 1 minor profane word, to other players going on full on tantrums threatening to cause murder and mayhem upon other players with no consequence, but as far as to say excellent or exceding of what i would consider basic service and support, those are tales i would be most interested in, at what great lengths did customer support go to receive a excellent, i once had a game master grant me some turbine points and some mithril coins for a broken quest, that is what i would consider excellent customer service, but with similar quests being unresolved and closed with no interaction with a game master, wherein one instance i received excellent support and many others i received none or very poor quality, if i were to grade my overall game support, it would be overwhelmingly substandard, to this effect, i have and many others i have encountered over the years have had poor experiences with game masters and customer service, all i want is the standard quality of service and support you would expect from any company

but as it is right now, i have waited a entire week for some level or customer support and have received absolutely nothing, if in fact there is such a tremendous amount of backlog of failed transfers that they have not gotten to me yet, and i am still waiting my turn, i am fine with that, but the executive producer of this game tells me to do something specific and i do it, then she ignores me after i did what she wanted me to do and then she copy and pastes to me the customer support information, it tells me that there is a large gap in where her control begins and ends with customer support, she took the time out of day to comment twice concerning my problem, but only with generic and typical support that we have become accustomed to when they are ignoring our problems

the fact is, i have 10 level 100 characters stuck in limbo for a week because they have not transferred leaving me with the inability to play or enjoy lotro with my friends, until tomorrow when i report for the 8th day in a row

[EB64]

i have seen and experienced the full spectrum of customer support from turbine, but historically, the customer support has a negative report, from game masters blanket closing reports in mass and refusing to help to them doing what they are supposed to do and resolving problems that are at no fault to the player, speaking specifically of when the game breaks or is not working as intended, you have game masters that will help one person and the next deny for the exact same problem the hypocrisy is unfathomable, from players getting bans for saying 1 minor profane word, to other players going on full on tantrums threatening to cause murder and mayhem upon other players with no consequence, but as far as to say excellent or exceding of what i would consider basic service and support, those are tales i would be most interested in, at what great lengths did customer support go to receive a excellent, i once had a game master grant me some turbine points and some mithril coins for a broken quest, that is what i would consider excellent customer service, but with similar quests being unresolved and closed with no interaction with a game master, wherein one instance i received excellent support and many others i received none or very poor quality, if i were to grade my overall game support, it would be overwhelmingly substandard, to this effect, i have and many others i have encountered over the years have had poor experiences with game masters and customer service, all i want is the standard quality of service and support you would expect from any company

but as it is right now, i have waited a entire week for some level or customer support and have received absolutely nothing, if in fact there is such a tremendous amount of backlog of failed transfers that they have not gotten to me yet, and i am still waiting my turn, i am fine with that, but the executive producer of this game tells me to do something specific and i do it, then she ignores me after i did what she wanted me to do and then she copy and pastes to me the customer support information, it tells me that there is a large gap in where her control begins and ends with customer support, she took the time out of day to comment twice concerning my problem, but only with generic and typical support that we have become accustomed to when they are ignoring our problems

the fact is, i have 10 level 100 characters stuck in limbo for a week because they have not transferred leaving me with the inability to play or enjoy lotro with my friends, until tomorrow when i report for the 8th day in a row

You say you did what Vyv said, but you also said you refuse to CALL customer support.
I have a feeling that a lot of your negative experience with support is because you're being belligerent and rude to them, or you're asking for things that either can't be done, or shouldn't be done for you.
Call support.
If customer support over the phone fails you, THEN you have a right to be all salty about this particular issue.

[Ogmios]

here is the deal though, since 2012 when i changed my email address with turbine, i have consistently received emails from turbine, both from customer support and other notifications, i have hundreds of examples i can easily provide, the last time i submitted a ticket to customer support in march, i received a email, nothing has changed on my end and i still have these emails in my mail, as i have never deleted a lotro related email, furthermore i am not going to endure the stress of attempting to communicate with customer support via phone related communications when both online email and contact with the executive producer of lotro have resulted in absolutely zero progress towards the resolution of my problem

I don't know if you live outside the US, which would make calling both costly and at odd hours for your timezone. But if you are in the US - I have to say that the two times I have recently called Turbines support phone number I was very pleasantly surprised. Both occasions the service on the phone was friendly and accurate. In both cases they solved the problem quickly before the phone call was over. Now obviously I cannot say this would happen on a failed transfer, (that was not my issue at those times) but for most problems their phone support will typically put you at the top of the queue.

Now about the email issue: I can also attest that there is something VERY wrong specifically with Turbines customer service contact system.

I DO get emails faithfully for LotRO (and AC, and DDO) marketing, store purchase confirmations (Xsolla), Transfer confirmations worked, and for updates that I make myself on the account management site . . .

But I NEVER EVER get promised emails from opening in-game support/reporting tickets. Nor do they work when I open a ticket from the web support site. And the pattern I just described holds consistently true across several accounts in my household - some VIP, Some LifeTime, some FTP. So yes, something is wrong and this seems to have been this way for just about a year now.


.

[dreamblood]

i send i ticket yesterday about 2 charecher dont transfer for me. rest of them did. only 2 dont. i cant call becose i am working. living in sweden so hard for me to call. i dont any mail back from you when i send the ticket.
how long time you have for send a mail back?
if i send a in game support can the transfer the charecther?