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!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.
Last edited by BobLurker; 08.07.13 at 15:27. Reason: Typo
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.
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!
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