Alchemic Dream, the EU support company, has offered up an official response to concerns regarding problems players were having with quest advancements and bugs.

Chris Dye:

Dear Players,

Since LOTRO was launched, Alchemic Dream and Codemasters, with assistance from Turbine have been working together to put in place player policies that provide a fair and even playing field for players, whilst ensuring that individuals' experiences aren't hampered in anyway.

Recently we have failed to provide this to a number of players by not giving them with the ability to advance in quests where they have become genuinely bugged. We apologise for this error which was caused by a misunderstanding of what Alchemic Dream were authorized to do in this type of circumstance.

This led to the belief that Codemasters had directed us not to assist in this type of issue, however this is not the case. The misunderstanding has now been resolved. We now feel confident that we are able to identify genuine quest issues and assist in those cases.

We are continually monitoring the situation and have begun seeing positive feedback from players that they are now being assisted correctly with quest issues. As has been stated previously, if you experience a genuine quest bug which stops you from being able to advance the quest, don't hesitate to submit a ticket and an Alchemic Dream Customer Support Representative will be happy to assist you. Additionally, if you still have a bugged quest which previously was not advanced, please resubmit your request and after confirmation of your case, we will be happy to help.

We thank those who brought this issue to our attention and hope we can continue to improve and provide all players with a positive experience when assistance is required.

Chris Dye

Service Delivery Manager

Alchemic Dream

The forums thread where the announcement was made can be found here