World Transfer Q&A

[Thorenduil]

If I transfer off landroval and i dont like arkenstone, I have to wait until march to tranfer off arkenstone agian??? whats the point in that?
What if I wont be happy in Arkenstone and I want to go back... 2 months?????
Do something about it.

[Linnier]

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

So easy for you to type, but so difficult for you to call like you were asked? Disability or not, I am sure you can have someone hold the phone for you, speak for you, etc..

To be a "War Veteran" You sure do cry a lot.

[corrakkas]

it sure does seem that some people here are personally vested in attacking me, sadly this is the typical response from so called upstanding members of the lotro community, when in doubt turn a blind eye and insult everyboidy

[EB64]

If I transfer off landroval and i dont like arkenstone, I have to wait until march to tranfer off arkenstone agian??? whats the point in that?
What if I wont be happy in Arkenstone and I want to go back... 2 months?????
Do something about it.

Transfers off Arkenstone are available until January...

[EB64]

it sure does seem that some people here are personally vested in attacking me, sadly this is the typical response from so called upstanding members of the lotro community, when in doubt turn a blind eye and insult everyboidy

To be fair, Vyv tells you to call support and you refuse.
You then pulled the "Disabled Veteran Card" to try and, what? Garner support/sympathy? That's like if I go and pull the depression card every time I don't agree with some instruction I don't feel like doing...
We're grateful for your service, but I find it hard to believe there's no way you can call support because of your disability, yet you can play the game perfectly fine...

[SSG_Alkaid]

Hey all. Customer Service chiming in.

We do want to get you and your characters where you want to be so that you can continue to enjoy Middle-earth with your friends and kinmates, but we are backed up a few weeks with regards to reports of failed transfers. These issues are not easy to resolve, and often require a great deal of investigation and communication across several teams in order to address issues that do pop up. Even more complicated, what fixes one account or character may not necessarily have the same result on another account. Since these issues are unique and the aforementioned in-depth investigation is required, it takes a good deal of time to sort out each report.

We will look into why you guys are not receiving confirmation emails when you submit your information, and I definitely understand the frustration there.

As always, we definitely appreciate your patience and we will get to you as soon as we are able!

[Thoroval]

...we are backed up a few weeks with regards to reports of failed transfers.

And that's official confirmation of what I had gathered unofficially from a few players. The backlog is weeks, not days.

I've really tried to help folks because I can understand the frustration. I'm just a player like you so I have limited insight, but if it were me I'd:

• Prioritize my characters.
• Minimize the chance of a transfer failure for high priority characters, such as kin leaders, by removing everything those character don't need.
• Sell stuff that I can just purchase again on the destination server.
• Move everything else to lower priority characters, shared storage, or housing storage.
• Double check to see if there's anything else that can be removed in the case of a failed transfer and try a transfer again.
• Even restack all my stackable items just because that should assign a new IID to the reconfigured stack.

I know that all failures may not be caused by duplicate IID's, but from all the information I've seen here on the outside with all of you, along with the limited testing I was able to do when Bullroarer was available for transfer testing (and yes, I had a transfer/copy failure during that testing), it seems the fewer items a character has, the lower the chances of a transfer failure. Every item has a tiny % chance of causing a failure and it only takes 1 item to cause that failure. It really comes down to probability. Minimize the risk.

[Mar-Evayave]

to note, i seriously doubt that it would resolve anything as in typical fashion they will just ignore the problem

I have had 0% bad experience with Turbine's customer support. That includes phone, in-game, email and even forum PM. I have had 100% good experience with them, covering the same means of communication.

I truly sympathize with your plight, but if you are so quick to disregard possible solutions and so quick to flat out doubt that Turbine will help you anyway, what good will it do by posting about it here?

Also, thirteen tickets?! That is flooding their ticket line all for the same problem. One problem - One ticket. Putting in so many tickets slows down the process not just for yourself but also for everyone else who is waiting in line for support. Customer Support is backed up enough simply due to holiday closures, transfer problems, and day-to-day issues. I've had a customer support ticket running for about 6-8 weeks now in an effort to troubleshoot problems I've had, and CS has been working with me every step of the way, but I also only submitted one ticket. Each additional ticket on the same or similar problem means that much more work for them to go through.

PS: Is Skype possibly easier for you to use than a traditional phone? I have never had to use it to call Turbine, but from what I understand it is definitely possible.

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.

I wasn't aware of any promised emails from in-game tickets. As for the web support ticket service, does your whole household happen by any chance to use the same email provider? Has trying another email provider made any difference?

[LulaMae]

If I transfer off landroval and i dont like arkenstone, I have to wait until march to tranfer off arkenstone agian??? whats the point in that?
What if I wont be happy in Arkenstone and I want to go back... 2 months?????
Do something about it.

You should be able to pay for a transfer if you want it that badly. I believe they are planning to turn those back on soon. Alternately, you can use one of your three free transfer tokens to move a char back to Landy. You're getting to transfer for free, AND eventually getting a chance to transfer back for free. I'd consider that to be Turbine "doing something about it."

If you're that worried about it, I suggest you do what those of us whose servers are closing did. Roll a toon on Arkenstone and check it out before committing to a move. Won't cost you anything but time.

[LulaMae]

Also, thirteen tickets?! That is flooding their ticket line all for the same problem. One problem - One ticket. Putting in so many tickets slows down the process not just for yourself but also for everyone else who is waiting in line for support. Customer Support is backed up enough simply due to holiday closures, transfer problems, and day-to-day issues. I've had a customer support ticket running for about 6-8 weeks now in an effort to troubleshoot problems I've had, and CS has been working with me every step of the way, but I also only submitted one ticket. Each additional ticket on the same or similar problem means that much more work for them to go through.

If I understood correctly, he's submitted a ticket per char. He has quite a few 100's. I could be wrong though.

Ya'll, don't worry about his seemingly pessimistic attitude. Those of us from Meneldor are accustomed to it. Chastising him for it will likely only make him defensive, and it's counterproductive. Let him grumble if he wants to and disregard it if you dislike it.

Hang in there, Corrakkas. Hope this gets resolved for you soon!

[maartena]

If you open up multiple tickets, all you do is delay the response time. Tickets are picked up by different customer service agents, and you could have agents working on the same account, messing up what the other is doing. Open up ONE ticket with all information, it will work the fastest.

[Montezuma's]

Hey all. Customer Service chiming in.

We do want to get you and your characters where you want to be so that you can continue to enjoy Middle-earth with your friends and kinmates, but we are backed up a few weeks with regards to reports of failed transfers. These issues are not easy to resolve, and often require a great deal of investigation and communication across several teams in order to address issues that do pop up. Even more complicated, what fixes one account or character may not necessarily have the same result on another account. Since these issues are unique and the aforementioned in-depth investigation is required, it takes a good deal of time to sort out each report.

We will look into why you guys are not receiving confirmation emails when you submit your information, and I definitely understand the frustration there.

As always, we definitely appreciate your patience and we will get to you as soon as we are able!

All I can state - Lotro Customer Relations is the best I have seen in all of my like 15+ years of mmorpging

[Milarien]

The transfer button is gone today, was that intentional? Sorry if it was, I can't find anything on it anywhere.

[HebnesO]

Most likely forgot to enable it after the hotfix.

Get your stuff sorted. I'm stuck on an empty server.

[Vyvyanne]

Transfer is temporarily unavailable while we sort out a fix we were making to it with the hotfix today. It will be available again shortly.

[GrandCru]

Transfer is temporarily available while we sort out a fix we were making to it with the hotfix today. It will be available again shortly.

Unavailable

[lockecd]

Customer Service has be nothing but good for me from the first day I started play. For the most part my transfers went well I am missing a few items which I bugged.

corrakkas you really need to calm down. I see so much of you in a someone that is very dear to me that was in Iraq also. I realize it is frustrating more for you then others, but you really need to control your frustration. I know my friend tries to stay away from things that upset him.
I do hope things get fixed soon for you can be calm once more.

[grizzly375]

Transfer is still unavailable I take it? I was going to migrate my toons off Riddermark, since DDO is down hard, and now I can't - LOL - the Turbine double-whammy!

[Khazneh1]

Turbine, please add more housing instances to Evernight, there is a distinct shortage of deluxe houses.

[dusken]

Hey all. Customer Service chiming in.

We do want to get you and your characters where you want to be so that you can continue to enjoy Middle-earth with your friends and kinmates, but we are backed up a few weeks with regards to reports of failed transfers. These issues are not easy to resolve, and often require a great deal of investigation and communication across several teams in order to address issues that do pop up. Even more complicated, what fixes one account or character may not necessarily have the same result on another account. Since these issues are unique and the aforementioned in-depth investigation is required, it takes a good deal of time to sort out each report.

We will look into why you guys are not receiving confirmation emails when you submit your information, and I definitely understand the frustration there.

As always, we definitely appreciate your patience and we will get to you as soon as we are able!

Thanks for the feedback, CS_Alkaid.

So, if I understand correctly, our kinship will be lost on a void for several weeks from now on, won't it? We were moving from Silverlode, which was one of the lastest servers to migrate, and one can suppose there are lots of tickets before us. I imagine you don't even priorize cases, just correct tickets by arrival order, so... ok. This is not going to help, but we are already tired of waiting, of no having our original kinship and leader, and to think we'll have to wait for... I don't know... 1 month at the least... is unbearable.

Good luck with your efforts, anyway. And thanks again for leting us now.
Best regards,

Belsar, Leader of Hispania

[Vyvyanne]

Turbine, please add more housing instances to Evernight, there is a distinct shortage of deluxe houses.

Ill check all the servers today and add more as needed. Thank you for letting me know!

[Vyvyanne]

Transfers are once again available! Thank you for your patience.

[HebnesO]

Transfers are once again available! Thank you for your patience.

https://gyazo.com/d33e08a3f94512b2de2ec5dfbf3cf34d Confirmed.

Thanks.

[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

Vyvyanne, perhaps you can give us an update on load test #3 (Dec 1) TP code emails. I bring it up because 17 calendar days (13 work days) have now elapsed with no TP code email. By comparison:

• Load test #1 date: 24 Oct
  
  • TP code email received: Nov 2 (9 calendar days, 6 work days)
  
  
• Load test #2 date: Nov 7
  
  • TP code email received: Nov 13 (6 calendar days, 5 work days)

This time it's more than a little delay and for a test that you stated was smaller than the first tests. What's up?

For me, unfortunately, the storage sale from last week has now expired forcing me to wait longer to finally get shared storage on my free account (I maintain a true free account for testing purposes). I'll have to get it next sale.

[Vyvyanne]

We are sorry about that. We are working on getting all of those awards put directly in your accounts. We hope to have it sorted by Monday so you can use those points during the Holiday sales.

It has been a crazy couple weeks here. The weekend after that last load test the entire company was updated to Office 365 and it caused our mass email systems to break. We have spent the last few weeks trying to find another way to get all of these awards out.