We wanted to give everyone an update regarding the lost character situation on our official servers. A change we made last week resulted in some players vaults to be destroyed and items to be lost. Once we realized the extent of the issue, the decision was made to rollback the Official Server Network. Widespread rollbacks are something we actively try to avoid due to the complications and unpredictable results that can arise from doing so (duping, lost characters, lost progress, etc). It’s not a common practice or occurrence that you as a player should expect. However we realize in extreme circumstances, like last week, there will be times when a rollback of this magnitude is inevitable and the best course of action for us to take. While our goal is to prevent rollbacks from being a necessity, the recent events have highlighted opportunities we have to improve on our rollback processes in the event that it’s needed in the future.
Whenever there are in-game issues like rollbacks that have affected your character or items, our Customer Service support team is there to help. After submitting a ticket, a GM receives the request and reaches out to schedule an appointment. Tickets are addressed on a first come, first serve basis. Under normal workload, a GM is able to respond to a ticket within a couple of days. Due to the influx of new tickets related to this recent issue, the wait time has significantly increased. For this, we apologize. We realize this is not an ideal situation and will look at ways to improve that experience for you. It is important to note that currently GM’s must make in-person appointments to address a large portion of the tickets and coordinating with many different players can be a monumental task. Going forward we’re looking at additional ways for Customer Service to be able to address some tickets without needing to meet in-person which will allow for faster turnaround times and a more efficient process overall. The Customer Service team has made this incident a priority and are responding tremendously to the influx of tickets. We all realize how important your characters and items are to you.
In light of the increase in tickets due to the rollback we implemented, we will be disabling the auto-decay timer for PC and XBOX on the official network temporarily to allow more time for Customer Service to address the ticket influx. As this affects server performance, this is a one-time exception that is being made considering the circumstances. Once auto-decay is re-enabled in a months time the timers will resume and you’ll need to log on to prevent your structures and tames from auto-decaying. We will give a weeks notice before turning back on auto-decay.
We know our community invests a lot of time into their characters, dinos, and items. We apologize for this inconvenience and will work diligently at improving our processes going forward.
- The Studio Wildcard Team