Yes... Dantesama has left, so expect his replacement to ask for time to be able to get up to speed on this. And so on and so on.Quote:
Originally Posted by ddaniel2012
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Yes... Dantesama has left, so expect his replacement to ask for time to be able to get up to speed on this. And so on and so on.Quote:
Originally Posted by ddaniel2012
Giving this person enoigh gems and not a cheap hand off will be compensation enough to rebuild. its the closed hand approach you guys give towards rewards thats most upsetting to players.
this player lost months of hard work. The least BB can do to ensure they keep their name and honor in tact is PROPER compensation. It cost BB nothing. but will safe face. A little kindness goes a long way.
my 2 cents.
121 replies and 8222 views.
BB surely do not care.
I'm saddened that Dantesama is leaving. I think he did a great job in an almost impossible situation.
I hope that BB take on board the depth of feeling expressed in this thread. And I hope they look at how they can help those players who have suffered catastrophic account resets.
Additionally there is still the issue of reassurance that this bug is not going to occur to other players.
Without such reassurance I am unable to justify additional spend on the game.
Best
Nutters :-)
totaly agree. i need to know that this bug is fixed before starting playing againQuote:
Originally Posted by Nuttymut
Need to know if the new CM will look at this problem in depth. This has to be addressed immediately. I wonder if any of the german/polish have had this bug? or any other server outside of the 3 euro servers? How many other servers are still in beta?
I intitially responded to this situation with a decision not to continue playing. However, some members of my guild suggested this wasn't well thought out. I agree with them. Therefore, I am continuing to play. I'm no worse off (until a bug destroys my account).Quote:
Originally Posted by ddaniel2012
The essence of my future game will be to prevent additional spend on the game until I am reassured that this bug is eliminated.
Additionally I continue to align myself with those players who have been reset and to ask BB to reconsider the compensation they have sent.
I am sure BB will respond positively to the community. However, like many other players I am finding it difficult to feel that the timelines are indeed in keeping with the serious nature of this bug and its consequences to date.
Best
Nutters :-)
I have opted out of the 20th event as the bug I had cost me about 4K in gold coins. I didn't want to add to that by thumping more voucher codes into my account. Well not unless one of them is for about 20K gold coins - then I may flip the coin and risk it ;-) Sorry my bad :-) jk :-)
People must really really love TSO to still be playing this game despite the attrocious way BB deals with it. I know I do, but i wont be spending any cent on this game anymore.
some1 said,they should calculate how much stuff needed to reach lvl49. Well they cant even calculate fair teams in world events :mad:
money is not the only thing you can invest. time is alsoQuote:
Originally Posted by Nuttymut
and as you know time is money ....
middle of last week support sent me an email that my "ticket" has been dispatched to relevant team in BB and they (support) can no longer support me.
almost a week has passed and no sign of the relevant team from BB .. I tend to think that team is Recycle Bin where my ticket was sent to..
Hi, lodrpr!Quote:
Originally Posted by lodrpr
Did you receive a ticket number with your query? If you can private message this number to me, I will chase up what is going on for you.
BB_Alpaca
Hi Alpaca,
I have sent you the ticket number, together with the last email I got from "support"..
Thanks for trying to solve this mate!
Hi Alpaca,
And welcome to your new post. If you haven't read this thread you'll not appreciate the depth of feeling and the ever increasing size of the rising tide.
There's currently a 300% sale on today.
And I have to say that's great.
But ... what use is a sale of this magnitude to any of the playing community when there is currently a bug capable of wiping a player back to the start of the game. It's like sitting on the boat deck of the Titanic as it sinks and selling tickets for the next voyage across the Atlantic.
Can we please have some reassurances from BB regarding this matter. What is being done? What timelines are involved?
This is a community and it is fair that if one player is not getting the help he needs then someone should be held accountable.
Despite all the talk we have players who have been wiped clean.
Why is there a delay? Do you feel the delay is acceptable? It's very hard looking in on events to think it is.
I would have loved to have taken up BB on their offer of 300% gems. It would have given me 5 free silos. However, I cannot justify any further expenditure until I know my account is safe from this bug. Or at least if the bug hits me I am not going to be sent back to the start of the game.
You have, I'm afraid, joined BB as Community Manager at a difficult time. Reassurance is all I ask for. It hasn't been forthcoming.
That saddens me. I stand aligned with those players who are looking for help from BB to establish their account at something near where they left it. I also remain sure it is correct to ask for reassurances from BB given the nature of events and the regretable timelines now accruing.
Best
Nutters :-)
A catastrophic bug like this needs action and not the excuses and prevarication we have had so far. This bug can destroy months of hard work by a player.
I think we all understand that the bug may be very difficult to track down and eliminate, but in those circumstances there is all the more need for BB to act IMMEDIATELY to PROPERLY compensate players affected by the bug AND to reassure the rest of us that if it does happen to us we can at least know we will receive the same treatment.
Enough is enough BB, you need to tell us what you are doing about this and stop fobbing us off with delaying tactics and insultingly inadequate reset resources.
I'm glad this thread hasn't been shut down and with that I'm sure we'd all appreciate some positive feedback from BB on it.
Thank you Alpaca that you are going to question it, but please do not allow BB to leave this subject on the back burner or try and brush it under the carpet... It is any TSO player's biggest nightmare-scenario and has been the subject of other threads previously...
We all eagerly await more appropriate replies/actions from BB.
BB_Alpaca if it helps do not forget to pass on the message that this thread has had almost 10,000 views now, of which I would guess 2000-3000 are unique. Thats 2000-3000 people with a very bad opinion of this game and how support handle bugs caused by the game.
To be honest the people this bug has happened to have been very calm. I would not be so calm and would make sure it was every single server, country, language that knew how bad they have handled it.
welcome to your new position Alpaca
we are all waiting with interest to see how this issue is addressed.
thank you
daniel
Actually that's about 10k unique users. I have just tested, if I visit this topic several times the views number does not increase.Quote:
Originally Posted by PChamps
10k people playing this game are aware of this issue ..
Welcome Alpaca.
Im a newish player - only been playing for a couple of months now.
Yesterday I was intent on purchasing a quantity of gems for 100 GBP. However after considering this thread carefully I decided against it.
In the event that I was to lose my island due to a bug I would want 100% reassurance from BB that everything would be replaced to the same state it was in prior to the loss. In UK law this is called restitution and is an established legal principle. Unfortunately as the game is still in a Beta format it gives BB a lot of latitude as Ubisofts T & C's state in clause 14 (g)
"Beta versions of games and more generally any Test Contents are supplied to you as is and according to availability without any explicit or implicit guarantee of any kind. You play on a beta version at your own risk. You accept that (i) the Test Contents may include known or unknown bugs and that (ii) the games and/or other Test Contents may be available only on subscription once the beta phase is completed or at any other time subsequently. You acknowledge that UBISOFT is not obliged to allow you to play free of charge for any period, nor even to authorise you to access these Test Contents. You also accept that all your data, particularly any bonuses, points, Credits, states of progress and statuses attained in the course of the game may be erased and/or reset at any time. In this case, your progress and your data will be erased and you will return to the initial status"
A further argument would be that a contract was created for each and every purchase and surely their must be some form of redress in this situation. Section 15 of the contract covers this and in particular subsection 15(e) which states
"Your sole remedy in the event of a dispute with UBISOFT or its licensors is to:
cease to use the Services and terminate your Account; and
if applicable, seek damages for your losses."
I guess the "seek damages" term would mean via Ubisoft/BB but failing that through the courts - a potentially complex, costly and time consuming process.
So it appears that according to the contract that 'all bases have been covered' and anybody who loses their island through no fault of their own are completely at the mercy of BB who can pretty much avoid any liability whatsoever. The offer made to those who've fallen prey to this bug have been offered on what is clearly a 'goodwill gesture' and nothing more.
This may be an explanation as to why BB appear to be dragging their feet when it comes to full restitution.
To lose an island through something which is through no fault of the player/s and then not immediately and appropriately compensate the player is appalling and to be honest i'm astounded that a corporate body would not seek to address this issue within hours of the problem being identified by appropriately and fully compensating the affected player. The damage to the player base's confidence in Settlers and the long term viability of BB with Settlers are intrinsically linked.
I for one will most definitely not spend any money on Settlers until this issue as been resolved, the affected players appropriately compensated and the T & C's amended accordingly to reflect this (or at least clarified) - which is a shame as i really enjoy settlers and I think its got great potential!
The views do not update instantly. But I like your enthusiasm :cool:Quote:
Originally Posted by lodrpr
I would also point out that until such time as the T&Cs are tested in a court it remains to be seen whether they can be enforced. We should all certainly be aware of what BB/Ubisoft think they can impose, but creating T&Cs and being able to make them stand up in court are two very different things. I have no doubt that they never will be tested in court, precisely for the reason that Ubisoft/BB cannot afford to have a court rule against them. I guarantee one thing - the 'beta' matter would be thrown out instantly. This game is not 'beta', it is a commercially available piece of software and no amount of attempted excuses about it being 'beta' will make any difference if some one decided to take a matter to law.Quote:
Originally Posted by TwilightShadow
Having said all that... Forget it! LOL All that needs to happen here is for BB to give a clear reassurance that players will be properly compensated in the event of this problem happening to them. End of problem. It costs BB nothing to do that. Why have they not done so months ago?
I am under the impression regardless of what a company writes about a product being beta or alpha or test or not ready... if they charge money then laws come in to effect against quality of service and guarentee's etc etc. So like above I think BB would be ripped apart if someone was brave enough to take them to court.
So the ranking for the balloon event has just gone wrong... I reckon a full restore will occur from a BACKUP they have.
Why not just do what you have done to the players who had there islands reset and insult them with stupid compensation meaning reset all servers back to say 5%?
roflQuote:
Originally Posted by PChamps
good one :D
so .. do you Alpaca have any news on this?
Recall that Dantesama said he had raised the matter every week for months with the development team.Quote:
Originally Posted by lodrpr
You're not honestly expecting a new response just because there's a new community manager? The messenger can only carry the messages they're handed...
Days, weeks, months go by. Silence. We must draw our own conclusions. Mine are this: they can't find the bug, they can't fix the bug, they won't change their reset offer. If they want us to believe differently they must respond to us. While it remains like this I have zero confidence in BB and will not risk money on an island that can basically disappear at any moment. I advise others to do the same.
AgreedQuote:
Originally Posted by BobLurker
I was almost tempted by the x3 gem offer (even though it's still less value than the amazon gift pack). But not a chance I'm spending money on a game that's still officially and to all practical effects still in beta.
Hi Nuttymut (and all others following this thread),Quote:
Originally Posted by Nuttymut
Thank you for the welcome! First of all, I would like to thank everyone here for communicating your issues in a thoughtful way. I understand that this is not the ideal situation for anyone involved, and the mature way you have written your concerns and approached this is really appreciated. So, thank you.
I can 100% guarantee you that I have read through this thread, and all other threads in the forums stating complaints after I came here to replace Dantesama. While I have only been here for a week and still have some things to learn, I am doing my best to catalogue the issues that are most important to the community and am working very hard to address them so that you can all have the most enjoyable experience playing TSO.
I have talked (incredibly persistently) to a number of teams at BB about this issue in particular over the past few days. After doing so, I can assure you that this situation is being taken very seriously by the TSO team at BB and the devs are currently working on the problem. Users having this experience on the game is the last thing any of us want, of course. However, I can't give you an exact date that it will be fixed.Quote:
Originally Posted by Nuttymut
Bugs take time to fix, and nothing can change that. Like I mentioned before, the dev team are doing all they can to rectify this issue. All of us would like it to be fixed instantly, but it is just not possible.Quote:
Originally Posted by Nuttymut
On the very rare chance you are hit by this bug, there are solutions to this issue. First, due to a recent update to our support tool, we can now award XP to players. This means that you will not go back to Level 1, but to the level you were before. Second, you will be immediately re-awarded any gems you have purchased, as well as any event building purchased with event materials, for example, the Easter eggs. Thirdly, you are awarded a starter resource pack with materials relevant to your level. I have campaigned hard for a better solution to be brought, and in the interim, this is the improvement.Quote:
Originally Posted by Nuttymut
It is a difficult time, but I am not afraid of it, nor will I stop being persistent in relaying the community's feelings. I am your advocate, and I am doing my extreme best to bring the best interests of the UK TSO players to pretty much anyone's attention.Quote:
Originally Posted by Nuttymut
Like I've mentioned in my welcome thread, my door is open. I have a great community to manage here and only want to do my best for you all.
Best,
BB_Alpaca
Way to go Alpaca. I think it's great we have some improvement over the current situation.
Getting my xp back was the most important missing part for me. if I have to place all the buildings again. Ah well I'll see it as a bonus and place them as optimal as possible.
kinda missing the
/cheerfulalpacanoise though :)
Giving back the experience sounds like an excellent solution. Glad this has been made possible.
Great to hear that this issue - far more serious one than all other ones together- is being taken seriously. Hopefully actions will be accordingly to the sad next victim getting hit by it.
Being in IT myself, I'm getting more and more curious about what is going wrong here from a technical perspective. Apparently accounts do still exist and information like the amount of XP is still accessible for BB (otherwise it can't be given back). How difficult can it be to remove/adjust the database record that is causing the problem...
Hopefully all other - less urgent - problems will be picked up with the same enthousiasm. I'm sure Fexno's overview can be helpful; perhaps Fexno could even arrange some prioritizing in this list?
Well done Alpaca and fantastic news that positive steps are being taken by BB to at least compensate those hit by this bug in a much more appropriate fashion.
A polite suggestion though (and this is aimed at BB not yourself). Any problems in future should be addressed significantly more quickly and at the very least players need to be kept in the loop about what is being done to resolve the issue. This ultimately will keep the player base fully informed about what steps are being taken to rectify it.
In another MMORPG I play, whenever there is a thread created which involves a problem with the game mechanics the Devs immediately get involved in the thread to explain what the problem is and the steps taken how to resolve it. This certainly keeps the community more 'settled' :)
Many thanks
I think I would prefer the Devs to be working on the solutions and the Community Manager to do the communication. If the Devs are having to reply to threads on bugs, then they won't be working on bugs, will they?Quote:
Originally Posted by TwilightShadow
Thanks for your positive comments! I've only been here for a week as the CM, but I agree players should be as informed as possible and I will continue to do my best for you all.Quote:
Originally Posted by TwilightShadow
As for the developers commenting on the forums, this is not their responsibility but that of the CMs to communicate issues from the players, and comments from the devs. As Sto_Helit mentioned below, they have a lot of work to do already and I'm here to be the intermediary. ;)
Best,
BB_Alpaca
I'm also experienced this bug last month, but fortunately overnight the bug disappeared. The bug occured when i built overgrown ruins over exhaused packed wheat field.
I have just read through this thread and while I was worried at the start, by the end I was satisfied that suitable recompense is starting to be given to those who experienced the bug.
XP and purchased items are the most important part of the recompense as XP is what takes time to build up and gems cost money, these two items (time and money) are what the contract should be protecting.
I also work in a support environment and know that BB_Alpaca has responded to the challenges in this thread in a very professional manner
Should not have taken 4 or 5 months to do this though like it has for some people to which the bug happened. Still the compensation needs looking at, Most of a persons island at a high level will have many level 5 buildings the compensation offered will give you the buildings back yes (very good) but you cant get them back to the level 5 status they were before with the resources offered. Most people have a whole star menu of adventures and buffs and other bits and bobs these all need to be taken into account also as they wont be given back either.Quote:
Originally Posted by WippleWorm
BB_Alpaca is pushing this in the right direction but theres still a long way to go.
As I posted previously I genuinely bookmarked this as "100% of nothing is still nothing". You won a wry smile from me with your 300% bonus BB :)
On a serious note though I am a little bit more reassured by Alpaca's positive responses and the new tools to reactively repair damage the bug causes. Combine this with the great community spirit shown here and the games constant evolution I'm willing to look past a few minor mutations and will continue to invest time in the game.