Very cross and very disappointed [Archive]

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Nuttymut

30.09.12, 22:30

Last week a member of our guild tried to change his password.

And ...

He's now playing on a different server.

He got locked out of our server due to a glitch.

Do glitches really have to last a week?

I'm very cross about this particular "glitch".

BB would you please priortise this.

I cannot express my disappointment that it has taken over a week for this "glitch" not to be sorted.

Shame on you
Best
Nuttymut

PS ... please add your name to this post to up the leverage for BB to sort this isssue ... don't forget it could be you. Thank you peeps ... love you all :-)

freewheelin

30.09.12, 22:45

whitewolf69

30.09.12, 22:52

I dont know freewheelin that well but we were in the same guild, this seems very lame that just because he changed his password theres some glitch that has taken him to a different server people pay to play this game with there hard earned money the least anyone would expect would be for this matter to be resolved quicker than a week

TheBoxer

30.09.12, 23:07

My dearest friend Freewheelin' introduced me to this game. I am saddened by the way he has been treated, enough in fact to consider removing it from my browser. I was impressed with the way the Settlers operated and would gladly have made financial contributions to improve my standing. I am very disappointed and my monies will be used in a more safe environment.

laskunk

30.09.12, 23:10

I don't think posting in the forum is the right way to go as comments will just be ignored, badgering support will probably be better asking why a valued member of our guild is put on a different server and not returned after a week its ridiculous. No interaction can be made with that player can't even chat maybe the answer is to flood the forum with chat and requests then maybe something will be done to shut us up. Looking forward to getting you back free the sooner the better. REINSTATE THE FREE!

SirSeb

01.10.12, 05:49

What do we want? FREE BACK! When do we want it? NOW!

Nakrul

01.10.12, 06:58

Free Willy ... oh wait ... meh it works here too !!!

Judelientje

01.10.12, 06:59

Dear BB, Please let freewheelin back on his Newfoundland account. He belongs to our guild. Things havn't been the same without him.
Free I miss you :(. Hope you'll be back soon.
PS bumb growing :)

Skegg

01.10.12, 07:11

Freewheelin is a valued member of our guild and is missed by all and the MAIN reason for this is because he adds to the daily guild quests. Come on BB get his account sorted, a week is just not on.

roge-dodge

01.10.12, 07:22

hi bb can you sort our member of our guild out please the man has spent money on the game for one and its not very nice of you to leave him dangleing in no man land when all his friends are on another server and quite frankley you are alianating all our member against the game and as you full well know word teavels fast over a silly little glitch witch im shore a tec guy or girl could sort in mins so come on do your self a favor and let spead good news not bad about bb

tyvm
roge-dodge

Killste

01.10.12, 07:47

please send ticket to support, cause they are only people that can help, thanks

wol-fie

01.10.12, 09:00

As a paying CUSTOMER this concerns me greatly, I like Freewheelin have invested my hard earned cash in TSO, I can appreciate that the game is in BETA and bugs will happen from time to time, but hey, cut this guy some slack and show some concern, He has been hung out to dry for over a week now.

Please, Please, Please can someone in support, the MD, CEO, ANYONE who cares about TSO take some time to put this right, and instill some faith back into a concerned customer

Thanks

Da Wolf

Nakrul

01.10.12, 09:04

Killste I am sure his first action was to contact the SUPPORT Dept.

TheBoxer

01.10.12, 09:05

Freewheelin' has made every attempt to resolve this with support. Please ask relevant dept. whats occurring. We are not happy.

BB_Dantesama

01.10.12, 12:41

thanks nuttymut, glad someone cares bud, gave up playing on other server now ,not the same, all my money spent on locked account.

Hello freewheelin,

I understand how frustrating this can be.
We are aware of this issue and have been working on it since last week, this has affected several accounts unfortunately :(

Although we do not have a fix right now, I am sure we will come up with a solution very soon.

I will let you know as soon as I have an update on the situation.

Regards

BB_Dantesama

Mortallicus

01.10.12, 12:45

Hi you all have my total admiration Free is a lucky guy. I have had a look but he is not on Northisle as far as i can see. I was going to offer him a free holiday while he was on the wrong server. Its difficult not being part of a group when you have been used to it. He must miss all his friends Obviously support have been contacted so here is the right place for these comments. For instance i did not know such a thing could happen. Forums are about sharing info Kilste.

Since writing this i now believe he cannot get on anywhere. But players need to be warned this can happen at the moment so this is an important thread. Many must want to change their password from time to time . Guilds need to know this can happen.

Nuttymut

01.10.12, 12:47

Killste

Thank you for your suggestion that we should send a ticket into support. That has already been done. Our Guild Member has yet to be re-connected to our server.

Whilst I applaud your enthusiasm and eagerness to help that doesn't currently help us as BB support seem to be in no position to help constructively.

I am prepared to escalate this and call for all our Guild Members to stop spending money on the game until our member receives the customer service he so richly deserves. I find it absolutely incredulous that this glitch has not been fixed in a period of over seven days now.

We all accept that the game is in Beta development, but I think events currently transcend what I would define as reasonable expectations.

This is not an isolated case to ht best of my knowledge and there have been other posts indicating that support is not what paying customers should expect. If BB are unable to offer a support team for such occasions then I call upon them to let us know up front, before we spend any further money on the game.

As my opening post indicated I am very cross about the way that TSO have not supported a fellow player. There must be someone within the TSO environment who wants to step forward and take ownership of this appalling situation and bring prompt and effective resolution to the satisfaction of your paying customer.

I hope TSO agree that this situation should be given high priority and our Guild Member given the support he is currently not receiving.

Thank you for your time
All the very best
Nuttymut

Nuttymut

01.10.12, 12:54

Hi Mortallicus

Thank you for the support you have shown our Guild Member.

And indeed your constructive comments that information can and should be shared on this forum. Honest enlightenment should not be swept under the carpet and kept discretely behind closed doors. Transparency has a unique way of reciprocating constructive input from all parties and your comments embrace my own values very well.

Eternal thanks
Nuttymut

sud99

01.10.12, 13:14

can we have free back please

Thank you

Mortallicus

01.10.12, 14:27

Hi NuttyMut

Just to let you know Free is now having a holiday within my guild. We will return him to you when the problem is resolved but at least he can have a laugh and a chat. He obviously cannot wait to get back to you all. So keep the home fires burning.

With regard to your last post to me I cannot agree more.
Keep up the good work.
If he misbehaves we could start the campaign in reverse please send 'Free' back lol , 100 more posts mmmmm
Best wishes
Mort

Judelientje

01.10.12, 16:18

Dear Mortallicus,

Thanks for taking care of our Free whilst he is on your island :) Very generous of you. Free don't you dare getting attached there too much. We want you back!

Jude

Hi NuttyMut

Just to let you know Free is now having a holiday within my guild. We will return him to you when the problem is resolved but at least he can have a laugh and a chat. He obviously cannot wait to get back to you all. So keep the home fires burning.

With regard to your last post to me I cannot agree more.
Keep up the good work.
If he misbehaves we could start the campaign in reverse please send 'Free' back lol , 100 more posts mmmmm
Best wishes
Mort

lordgrubbinton

01.10.12, 18:30

bring back free!!!!!! its his round and iam thirsty.
ta grub grub.

Redtail

01.10.12, 18:46

Come BB show yourself from your good side

A: fix the Glitch
B: give the player back to our server
C: compensate the player for being locked out from our nice server!!

We want WILLY back!!!!!

Nogbad

01.10.12, 18:49

I have a guild member who has been locked out by similar circumstances.
He followed BB's instructions to switch from Farcebook to Uplay, and now cannot access his account at all, although fortunately, we can see it still there, and we're buffing it daily to try to minimise the damage.
This really is taking far too long to put right.

TheBoxer

02.10.12, 19:21

Mike_T_Bike

02.10.12, 20:38

Dear BB, I want to add my name to the growing list of TSO supporters that feel that this has gone on far too long. It sounds like most of us are buying gems with our hard earned cash to advance our enjoyment of the game and it's only fair that you assign enough resource to correct mistakes and glitches in a timely manner. I look forward to a speedy resolution of this problem, as it can only cause bad feeling and tarnish your good reputation if not resolved soon.

Nogbad

02.10.12, 21:03

Thank you for getting involved in our plight noggin the nogbad, it seems pickety witch has cast a deep and un-reversible spell upon our brethren. We must seek deeper magic before the curse of the password change leaves this place.

You're welcome, we all want our friends back as soon as possible.

Please remember though, Uplay is a completely different beast, it's not controlled by Bluebyte, so they will always be dealing with a "3rd party" to find a solution.

RiskyBiscuits

02.10.12, 23:44

I'm adding my name to the list of support for the "Free Willy" campaign. It really is appalling that this has taken over a week to sort out. It can't be much fun being away from your guild for that amount of time.

Huge kudos to you and your guild Mortallicus for taking lil Willy under your wing. Its heartwarming to see such a generous gesture towards a lost soul.

Now please BB extend this same gesture and sort this problem out!

RiskyB

OnlyOnePlato

03.10.12, 13:28

Dear BB, Please let freewheelin back on his Newfoundland account. This is not the first time this has happened. Do you not read the support tickets that have been posted?

BB_Dantesama

03.10.12, 13:30

This case is still under investigation, as mentioned before, as soon as I have an update, I will let you know.

BB_Dantesama

TheBoxer

03.10.12, 16:43

Nogbad

03.10.12, 18:04

Cross your fingers please people.
There is an UPlay maintenance tomorrow afternoon.
I hope this may be a 'fix', or at least something to help find out why this has happened, so the problem can be rectified.

Judelientje

03.10.12, 18:26

Dear BB_Datesama,

Thank you for letting us know.

Jude

This case is still under investigation, as mentioned before, as soon as I have an update, I will let you know.

BB_Dantesama

Nuttymut

03.10.12, 18:44

This case is still under investigation, as mentioned before, as soon as I have an update, I will let you know.

BB_Dantesama

Hi Dantesama,

Thank you for your reply.

May I confirm that there have now been 9 working days since our guild member was excluded from our server.

Part of me sympathises greatly with your current position. It cannot be a great place for you currently. However, I am torn between that and the time that has elapsed for no solution to have been found.

As such my mind is beginning to search for reasons to explain this time lapse in a way that seems reasonable. I'm struggling.

I've alluded to what I will now call BB's lack of transparency in another thread, on the subject of the withdrawal of the starter packs.

I have also exchanged correspondence directly with you on another subject.

To date I have been told nothing, except I must be patient.

I accept those terms. However, all contracts usually work both ways. My wallet remains closed until I get answers on all three subjects and to that end BB will have to be patient to.

Finally I would strongly suggest that the community consider strongly the part they can play in this. I am aware of one other player who has closed his wallet as a mark of protest about the events regarding the exclusion of our guild member.

I feel that a trend has developed with regard to the free and full flow of information from BB and cannot help feeling genuinely suspicious of current events.

Perhaps I am doing BB a dis-service? Once again I call upon BB to find someone to take complete ownership of this and the other problems I have drawn your attention to and to address them publicly please. I would add the caveat that it would be improper an rather ungentlemanly of me to ask to to discuss the issue I have raised with you off board publicly.

For the avoidance of doubt I would like to hear ;

1 ) A reply about the sudden removal of the starter packs - they were introduced by BB in March. And withdrawn less than 6 months later. I find that a little offensive with regard to the good faith BB's customers were putting in this product.

2 ) We have a guild member who has been excluded from his server. A paying member. He's not on his own. There are others. When can we expect this to be resolved please?

Best
Nuttymut

TheBoxer

03.10.12, 19:15

Sinister-King

03.10.12, 19:18

TheBoxer

03.10.12, 19:21

Answered not exactly resolved, thank you for your efforts.

freewheelin

04.10.12, 17:14

well, maintanence been and gone, and no fix.

Nuttymut

04.10.12, 17:35

Hello Nuttymut,

Your question in relation to the bug was answered earlier today, you will be notified when there is an update.

In regards to the starter packs, BB_Dantesama answered it here (http://forum.thesettlersonline.com/threads/19726-WHAT-to-do-after-lvl50-amp-more-questions-for-BB?p=195425&viewfull=1#post195425).

We understand the frustration of those of you that have been affected by the issue.

Please continue to be patient,
Sinister-King.

Sinister do I detect an air of authority in your reply? Was your reply an attempt to express some form of authority over what I say here? If not you have not come across as you intended.

I am not going to be told to be quiet and be patient as if I am some form of mis-behaving adolescent. Last time I looked I was a paying customer. And I'd remind you and all of BB that currently I have closed my wallet. I hope more players take the same route and then not only can I be patient, but so can BB :-) Strangely enough that would be a game that BB would not win.

It is my intention to hold BB responsible for events. When last I looked BB were selling their wares as computer programmers. Clearly they are misleading their customers.

And may I remind you that I have not had any answers to my questions. I have been informed with the following ;

1 ) No date for the new starter packs

2 ) No date for resolution for the exclusion of our guild member

3 ) No response to my off board request to Dantesama other than ( and it's getting very tiring ) "be patient"

I stand by what I have said.

My wallet remains shut. BB can wait for their money too - then both parties in this contract can be patient.

For the avoidance of doubt BB have not replied to any question that I have raised. They have side stepped me. This is of course their choice. It is a choice I am very dissapointed with and one I do not wish to accept gladly. Indeed as you can see I am happy to stay in my [proverbial] trench for as long as it takes.

Where I come from sir it's called tenacity.

Once again I call upon BB to issue replies that have some for of measure. I am unable to measure "be patient" in days or months.

Best
Nuttymut

whitewolf69

04.10.12, 17:43

is this company being run by school children ????????
how hard can it really be to move 1 person from 1 server to another ?????????
wallet closed!!!!!

Sinister-King

04.10.12, 17:52

I'm afraid I must close the thread.

Nuttymut you have broken a number of rules in your post, please calm down and try to avoid escalating the issue.

[Thread closed]

Thank you,
Sinister-King