Dear TrendyNet Tech Support

I hope one of you guys actually reads this and tries to do something about Issues that are going Unresolved. Yes you are stressed with issues you keep trying to fix. I understand. But you have no actual Public Relations going on here. A forum Moderator is just someone to "calm" the masses. You have a very large player base who enjoy the game but are getting more and more disappointed with what is going on, with your end. Sure we don't pay a monthly fee for the game. But you do add content to charge us more. And with adding content comes more variables and issues to maintain. Just seriously take two minutes of your time to give a small update. Something like "Hey guys **** kinda hit the fan atm, but we are working on it...No ETA at the moment." Kinda stuff would put people's hostilities to a slight rest. I too suffered about 5-6 hours of gameplay loss. Yes I was angered so I came here looking to see if there was anything said about it by the staff. No there wasn't just one moderator tossing a little white lie to "calm" the masses. So all in all. Show some customer appreciation. Doesn't even have to be giving stuff away. Just be more social.

The gameplay losses were due to a couple brief database errors. We have since doubled the size and we are working to ensure it doesn't happen again. Sorry about the trouble.

Thank for a reply Joey.

Just a quick question, Me and a mate spent quite a few hours yesterday trying to get specific sets of gear. He logged off and i kept playing with other people and got snagged by this Database issue and all the items we found plus his gear that he lent me worth over 3 billions mana have vanished. Can we please know what reparations will be done for those affected?
Again, thanks for the post. at least i know it wasn't anything i did wrong cause i was feeling bad for my friends gear

For those of you who lost items or data, you can e-mail "lostheroes@trendyent.com" with details on what you lost. We will eventually be able to get to all these e-mails, but it is a slow process. We just moved offices and just recently finished setting up computers, so our support team is still working on restores from before these database issues (backlogged from last year).

Yes thanks Jpeters for the response good to "know" what happened. I'm not gonna ask for anything back or recompensation. Information is all I wanted to know. Keep up the good work and hope the new office is Cozy.

For those of you who lost items or data, you can e-mail "lostheroes@trendyent.com" with details on what you lost. We will eventually be able to get to all these e-mails, but it is a slow process. We just moved offices and just recently finished setting up computers, so our support team is still working on restores from before these database issues (backlogged from last year).

I know you guys are backed up, but I am one of the few who are in limbo until my restore is complete. Just an ETA would be enough to stem the hundreds of posts on this issue. Because I cannot play unless I know what is going to happen. I am already going to get screwed by the rollback, but it's worse than the alternative. But I don't *dare* waste another week or two if the rollback is going to happen. So going on six days of no play. Got a PM five days ago, sent several emails, still nothing. Limbo (ie purgatory) afterlife is enough to scare billions of people into living a religious lifestyle all their lives - so what does that mean when a game puts them in limbo =). Just a thought.

An individual ETA (a global we're working on it is insufficient) would go a long way. Or ask those who have been restored to put a response on the forums. That way people can see what the "average wait time from point X" is for example and can gague for themselves what it might be. Because I'm starting to lose faith that my 800 hours was time and money *not* well spent at this point...

My only recourse at some point is/would be to warn people not to invest so much time if they are not willing to lose it. Many people have already decided that for themselves. So a little public and private PR will go a *looooong* way.

Because as hundreds (sounds like thousands) of people can attest, these are game stoppers for many people. It's not just a matter of "redo that hero." These are game ruiner issues for many people. What I lost is *literally* irreplacable any other way (due to game changes TE made).

Alot of us im sure after seeing nothing but thread after thread regarding this debacle wish this was conveyed to us earlier atleast a response which you have done in this thread.

The steam forums and these were inundated with the same topic for the last day or two, the option of emailing lostheroes would mean i now have 3 emails pending a reply dating back to the deleted shop items from the patch i can only assume like others that there really should be a more pro active solution than currently offered.

regardless i appreciate the reply and im sure others do.