During a 2x EXP event several days ago, the Scania MapleGlobal server crashed causing many players to lose items, experience, mesos, and NX cash. One Scanian, Learns, lost 2-3 billion mesos worth of items, 50% at level 147, and NX cash during the rollback. He submitted a ticket only to receive an ignorant and ridiculous response,

“We are very sorry if you have lost any meso, exp or items, we understand how hard you work for these, unfortunately, we will not be able to offer compensation for these. However, we will be offering a 2X event for players.”

It seems quite ridiculous that a couple hours of 2x EXP will make up for lost items and NX cash that may take months to attain. Members across the MapleStory forums have expressed their sympathy and disgust over how customer service representatives have been treating issues like Learns.

You may read and discuss the original post from Sleepywood.net below.

Contacting Nexon regarding items and NX lost during the Scania server crash.

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I’m not really sure if this is the right section, but it’s the general section so I figure it belongs here.

As many people know, during the 2x EXP event a few days ago, Scania experiences a server crash, and consequently a rollback. Many people lost time, NX, and in-game items. I was one of them. I lost the use of the 2x EXP card and 2x drop card that I’d bought to train with, lost around 50% EXP at LV147, and lost EVERY item in my mule’s merchant store, which amounted to around 2B-3B mesos worth.

I had actually stopped playing for a few months but had come back for the 2x EXP events and mini dungeons. What a mistake.

I have since contacted Nexon and would just like to share my experiences while I attempt to solicit some sort of reply and compensation from them. I am leaving my preconceptions about their customer service department behind, and am approaching the matter as if they were a normal company. I will post my correspondence in here, and would appreciate it if anyone else could do the same so that between us we can perhaps figure out what approach is getting the best responses.

I am willing to take this as far as attempting charge backs for all previous NX payments and getting my Maple Story accounts banned, since I have pretty much had enough with Nexon’s ridiculous methods of dealing with things, and if I can’t get this resolved then I no longer wish to play.

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Me to Nexon, 15th June:

OGM Spoiler!

I have a big problem on this account. During the 2x EXP this Saturday I had a merchant store open in the FM with a lot of items in it. The game then crashed at some point, as reported by many people. When I logged in, not only was another account rolled back (losing me all the EXP that I had gained, and rendering my 2x EXP card useless), but my merchant store and ALL ITEMS THEREIN had gone. I don’t know exactly how much has gone missing but pretty much nearly all of my in-game assets were in the merchant store.

Now what? I had put a lot of real life money into gaining those assets and now they have all been ‘eaten up’ by a server crash. That’s billions of mesos worth of items that I have just lost, along with the use of a 2x EXP card and 2x drop card (on another account).

Could you please tell me how I can receive compensation for this. I am not hugely bothered about the cards since they weren’t worth much, but my in-game assets have been built up over the years and it seems ridiculous that these can be wiped out by a server crash.

Nexon to me, 16th June:

OGM Spoiler!

Greetings,

Thank you for contacting Nexon America’s Customer Support team.

We are very sorry if you have lost any meso, exp or items, we understand how hard you work for these, unfortunately, we will not be able to offer compensation for these. However, we will be offering a 2X event for players.

Refer to the webpost for more information regarding this issue

http://maplestory.nexon.net/WZ.ASPX?…LE&pageIndex=1

I apologize for any inconvenience this may cause.

Sincerely,

GM Raven
Nexon America, Inc.

Me to Nexon, 16th June:

OGM Spoiler!

So your compensation for the loss of 2B-3B mesos worth of items (which if we go by the meso price in the cash shop, would be worth hundreds of US dollars) is a couple of hours of 2x EXP to every single player?

You cannot be serious.

Do you have absolutely no regard for the people who pay to play this game? Do you really think that an in-game event is compensation enough for someone losing in-game items gained through real life money?

I demand a better response.

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NEW:

During the recent patch Learns regained his items. It is unclear whether this was intentional or just a coincidence. View his post below.

Well, this is a weird one.

I went to load the game, found out there’d been a patch. After patching, I log on to my mule, and am given the “please collect your items from…” message. Weird. I think check the NPC and all (I think all) my items are there??

Now, I’m definitely not making a mistake with them disappearing. I’d set up my store after the server check or whatever just before the 2x EXP event. I’d then gone to train, got disconnected, then immediately went onto my mule to reset my store before I went back to training. That’s when I found all my items had gone. I’d checked the NPC at least 10 times (to make sure), had checked MTS, checked other chars on that account, and obviously my inventory. I then e-mailed Nexon about it.

So what the hell happened? My items are now back to me (all of them, as far as I can tell), and the NPC tells me that they had been stored for 3 days. Weird, since they weren’t in there when I’d checked, and I can tell you I am quite meticulous and anal with this sort of thing, so there’s no way I would have “missed” them.

My complaint to Nexon is now no longer valid to follow up, since my items are back (I’m not going to pretend they are not), so I will now pursue this just as a request for a fuller apology and explanation. I will no longer be using merchant stores though, since they evidently cannot be trusted.

Anyone have any thoughts? I read something on the Nexon site that they had messed with a few NPC’s for the anniversary event or something, and that this patch had “fixed” them. Perhaps it could have been a problem with the NPC in the FM that was supposedly holding my items, but was displaying it wrong and showing none, even though it was actually holding them?

Learns will still push for a response and hopes to have customer service and the way NEXON keeps records in the event of server malfunctions change. We wish him the best of luck.