Server Roll Back & Weekend Issues (March 21st)

Bug Reports
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Making another new thread, cos there are now numerous from over the weekend about the incident that happened on the weekend.
[Link to Server Rollback thread]

From what I am gathering, as I am also still trying to get information myself as to the specifics, there was a deployment out to Production (live servers) on Friday.
As most people may be aware, we try to avoid any released on Fridays, because, well, we aren’t in on weekends.

This deployment was unintentional, and contained untested, broken code. Which cause players to receive a mix of rewards from the Library Pass - which we had intended release today, after we had finished testing, as I had already mentioned

Now, due to the above, the way to resolve it was to roll back the servers to a point before this deployment was released. Which in turn, obviously has caused a lot of other issues, such as progress loss and resources etc.

That all being said, the team will be working on this as a priority, to make sure everyones data is correct. Once the situation is resolved, only then will I be able to get them onto compensation.

I am also waiting to find out for players who made real money purchases, if you need to submit a ticket or if we will be able to grab account data from outside to resubmit purchases.
For my sake, if anything, I am hoping it will be something the team can automate.. or I will have a lot of tickets to dig through

Please do not submit any tickets just reporting general resource loss, so we can grab any real money purchases much faster and easier, if that does become what we need to do.

I am extremely sorry that a simple mistake became something so huge, especially on a weekend and please be patient as 1, I catch up on the situation and get information where I can - which I will share when I can, and 2, with the team, as we fix this mess.

I understand the frustrations already shared, I have my own big feelings about this situation, but I will be deleting comments and suspending people who break our community guidelines - further negativity in that way does not help get anything fixed faster, or make my day any easier.
Not saying at all you can’t be angry or disappointed, please be mindful of how you are sharing those feelings.

There will likely be delays in support ticket responses for general issues, as well as some possibly delays in replies in the forum as a whole from me.

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Again…

the team will be working on this as a priority, to make sure everyones data is correct. Only once the situation is resolved, will we be able to start on compensation

[UPDATE] 10:04 AM AEDT, 23/03 - There is no need to submit any tickets about this issue. We will be able to grab players accounts from the database, to restore any lost real money purchases.

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Very small PSA here in regards to the real money purchases– I would expect anywhere from 3-5 business days from the time the refund is processed until you see it in your (insert payment method here) if refunds are the path here. Some may see refunds sooner. Some may be 5 business days. This is normal. Also, chargebacks are an entirely different story and would easily need a thread of its own.

That’s not something @Jeto can control nor is it anything that the devs can control or the like. Payment processors are always much faster on payments than refunds.

I have no affiliation with IP2 or anything, Rather I used to sell those credit card machines you see at every merchant and now sit on the data side.

tl;dr: this situation sucked, yes. But once refunds are issued, there’s literally nothing else you can do but wait.

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To that, you can only request a refund from the platform (Steam, SONY, Microsoft) - we do not have access to your funds or any way to revert them.

In every instance where there is a purchasing issue in the past, we send your missing item or send you a different pack of the same value - this will be the same. We will get players their lost purchase

But yes, the platform can take a couple of days to process it.

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Are you serious @Jeto ???

First of all we don’t care if your having a bad day or if you have to sort through a heap of tickets, that is not our problem and that is something that needs to be dealt with in house not with your customers.

Clearly your customer service skills need a lot of work. The fact that this is your companies fault yet you feel the need to threaten your customers shows you have no customer service skills and you and the company you work for have no idea what you are you doing. Your threats have deaply offended me.

This whole situation is scary because people have given you their hard earned money and the only thing you can come back with is threats. What a joke!!!

May I suggest that the only way out of this mess is to come up with a compensation amount that will make everyone happy. If that’s 10,000 gems for everyone then so be it, you will just have to suck it up and accept the loss as remember this was your companies fault. This will also save you a lot of work.

Just keep in mind that this will cause a lot of players to quit the game so what you do and say from here can make a big difference to players that are deciding to leave or stay. Threaten your customers is a terrible look and something you should NEVER do.

Good luck in sorting through all this as you are going to need it, let’s hope the right thing is done for your customers as without us there is no Gems of War.

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Should point out, none of this was a threat and pointing out that in the community forum players do need to still adhere to the community guidelines.