Recent Server Issues and Compensation

Unknown

bloafx69 wrote:

I'm surprised at how many of you are OK with this compensation with how upset many have been lately.

Personally, it's not about the amount of compensation. Let's face it, they will get flack either way. Too little: people complain it's not enough. Too much: people complain it's unfair or imbalances the economy somehow.

The important thing here is that they have listened and are acknowledging the issue. The small gift is a nice bonus.

Unknown

With 5 million ISO needed to max all characters, a compensation will never seem unbalanced

Unknown

arktos1971 wrote:

With 5 million ISO needed to max all characters, a compensation will never seem unbalanced

whym that's just 4.998.000 to go then A few more server downs and you're almost there.

tbighead21

It's funny how people complain after spending so X amount of money... It's a free game. Don't spend money if you are just going to complain about it. Buying stuff isn't required.

bloafx69

The important thing here is that they have listened and are acknowledging the issue. The small gift is a nice bonus.

But the length of time it took though. Like I said in my US Airways experience, their reaction was immediate. D3's took way too long. This could have been compensated days upon days ago, or even a "We're sorry, we're working on it" right after would have been better than nothing.

Customer service is, and should be, top priority, especially if whales are upset.

Unknown

bloafx69 wrote:

The important thing here is that they have listened and are acknowledging the issue. The small gift is a nice bonus.

But the length of time it took though. Like I said in my US Airways experience, their reaction was immediate. D3's took way too long. This could have been compensated days upon days ago, or even a "We're sorry, we're working on it" right after would have been better than nothing.

Customer service is, and should be, top priority, especially if whales are upset.

I'm assuming it took that long to see the drop in their revenue. Once they seen that, compiled with all the HULK RAGE here in the forums, made them come out of the darkness and talk to us. Revenue is a power thing.

Unknown

Thank you IceIX and everyone working on MPQ, this communication and compensation gesture is much appreciated by me.

I was one of the players seriously affected by the server issues, being completely unable to play close to 18 hours (this time does include sleep + eating time so it's possible there were times I could have played, I just wasn't lucky enough to find them). I was in 8th place in the main event of PvE the last time I could access any leaderboard, and hadn't dropped out of top 20 from day 1 of the event. When the server went down, I had been about to start my 2nd last refresh, which left me with many hours of extra time in case of RL issues or more server crashes. That was around 9pm my time. I was still unable to play when I fell asleep after 3am, though had occasional access to leaderboards from around 12am until then.

I logged in the next day, still groggy from poor sleep (not from MPQ, I don't take my games *that* seriously!), to find the PvE and PvP had finished. I finished the PvE with top #50 rewards, which is better than I was expecting by then, frankly. But.... I had been doing so well, this was by far my best ever PvE performance, and I was just so damned happy to be playing so well. I ended up with one Sentry cover. I couldn't play when the bonus Sentry was available - otherwise I'd have gotten 3 guaranteed because I'd have placed in the top 10 with ease. I don't begrudge anyone getting more covers or doing better than me. At all. I just wanted to be able to PLAY, and I couldn't, while other people could.

After that, I wasn't keen to enter any of the events. I figured the same issues would just keep coming up, that seems to be the pattern in MPQ. I could have easily quit the game and found something much less frustrating to play. And it may get to the point where that's exactly what I do.

At the moment, I'm doing okay in the Simulator PvE and the other events. But I now have a zero-tolerance policy towards unannounced server issues. I'm done wasting an hour at a time trying repeatedly to access this game. It was my choice to keep trying during that big crash, but I won't be doing that again. No game, even a Puzzle Quest one, is worth that much time and effort from me. The next time I find the server down when I want to play, I'm closing the app and choosing something else to play. I'll try again later, sure, if only for my alliance score if applicable. But if there's no communication on when it'll be resolved, or even that there's a problem, then I won't be rearranging my schedule to try and "catch-up" later anymore.

I want to be clear I'm not issuing a threat or ultimatum of "no more server crashes or I'll never play -or spend in- your game again" or anything silly like that. I just wanted to explain what happened to me, and how it has changed my approach to playing MPQ.

Thanks again for the communication and the gesture, hopefully things keep moving in the right direction from now on.

Unknown

I said previously in this thread I would reply back if they ever responded to my support request. As usual, it was the same canned generic reply that doesn't even attempt to address your concerns. I haven't dropped this with them yet, but I seriously doubt I'll get any more out of them, given their standard policy of new doing anything that reduces their self-perceived ability to monetize you, regardless of how flawed their perceptions are. If they reply with anything less generic, I'll let you all know. For now, I'm seriously scaling back any involvement in PvE events, beyond contributing to the alliance totals. I haven't given them any money since death brackets started (though they have eased off those somewhat), and the way things are looking, I'll never be giving them money again.

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Thank you for your inquiry about server issue during the Memorial weekend.

While Prodigal Sun was successfully completed with Sentry having found his way into many Agents rosters, the recent server issues made this Event and some of the Tournaments more difficult to compete in than they otherwise may have been. We understand that playing on your own schedule and having to worry about whether servers will be fully functional at that time is definitely substandard. We are actively working on that situation and are putting full resources into making sure that the game is available to play for all users.

As a compensation for these issues, we are giving out 2,000 Iso-8 and 100 Hero Points to all players who have played the game since 5/9/2014. Because of the number of players involved, it may take quite a while for you to receive these rewards, but they are coming.

You can find more information about this issue on our forums: viewtopic.php?f=13&t=8703

Thank you for your patience and understanding.

Best regards,

D3Publisher Customer Support

Ducky

And the servers hit a rough spot once again!

Unknown

I'm having server connection problems now after the sub event in PvE simulator ended. Now can't stay connected to play the next round of simulator.

Unknown

Servers are not reachable again, of of course 15min to the end of the Simulator.... and its a week since the supposed anouncement of compensation, and still noone in my 19 people alliance got anything, but the current rewards came 2min after event end...
And I placed 51th in PvP, because the not working servers showed 48th for the last 5min of the event, and then the servers did not work, and BAM... thanks for nothing!

Unknown

- Sort out proper ticket responses and address actual issues that cost people £/$

- Put HP / ISO on sale until server issues are sorted

- For serious issues, compensate what was spent rather than provide spenders and non-spenders with the same handout. 1000 iso? That's less than half a 3* character level.

It's good to acknowledge the issues, sure. It would have been bizarre not to, but I stick by what I said in the "Customer Service" thread a week ago when I say that low value blanket compensation isn't a replacement for actual customer service.

noobprime

Have they acknowledged the issues yesterday yet?

Unknown

These are going out now; I got mine.

MaxCavalera

Free stuff is here! Now if only they delayed PvP rewards till after the PvE ended last night... Live and learn Demiurge!

Unknown

hey this is a huge step forward thanks to everyone who decided to acknowledge the problem, hopefully it won't take so long next time? hopefully there isn't a next time? but still awesome okay back to the game

kensterr

Got the compensation ISO and HP. Thank you! A nice small step from Demiurge.

HairyDave

I got my compensation but it apparently applies to my lack of Heavy Metal rewards too....

tbighead21

HairyDave wrote:

I got my compensation but it apparently applies to my lack of Heavy Metal rewards too....

I just received my heavy metal rewards a couple hours ago

user311

Im thankful for the compensation. I used the ISO to level up one of my 3*s. Sometime this past week I bought a 100 HP token which granted me a Psylocke.