There’s one player in our guild family, let’s call them John, who spent thousands of event keys on trying to obtain Kurandara. His whole stash, at least a year’s worth of saving. He didn’t need, or even want, any of the other event chest drops, just Kurandara. He was devastated when he learned out the drop table issue. He is currently considering quitting the game.
5 event keys global compensation won’t help John, John wasted thousands of event keys. Kurandara in the forge for a single week won’t help John, John would need several weeks to even collect the 1000 diamonds crafting cost, even if he were to throw in money. Extending the forge offer won’t help John, John is at a point where he can’t be asked to spend even more to receive the Kurandara he should have received slightly less than thousands of event keys earlier.
What I would like to tell John is this:
“Good news, IP2 will roll back your event keys. You’ll lose everything you obtained from them, you get to open them again now that it is really possible to obtain Kurandara.”
This obviously isn’t going to happen, for technical reasons, even though it is the only fair solution.
What I could imagine telling John instead is this:
“Good news, IP2 will check all event key logs, anybody who obtained at least one Doomclaw while the loot table was broken will be sent a free Kurandara as compensation.”
This likely also isn’t going to happen, because mythic troops are apparently considered a valuable company asset. One that must not be handed out as compensation, even though some John just paid for half a dozen and received the incorrect ones due to an internal processing mistake.
“Good news, sort of. There isn’t any automated compensation process. However, if you open a support ticket, they’ll exchange one of the many Doomclaw you received from those faulty event chests for a Kurandara.”
This is extra support work. It’s not really a good solution, because John will still be out of event keys, but at least he gets the Kurandara he was looking for, at an exceptionally steep cost.
So, my question is, what do I tell John? What do other guilds, who are likely in the same position, tell their John? Our John has been a valuable member for years, one which we wouldn’t like to lose because the one thing that shouldn’t ever get messed up, your secret slot machine configuration, got messed up yet again. Please don’t tell me that the only thing I’m able to tell John is “sucks to be you”.