This is part of the issue, because while someone thinks these are lesser issues, another player finds them more valuable or just as valuable - based on their progress.
Which again is why global compensation is common, it eliminates any individual or personal values to a resource.
Think it starts becoming unfair, in individual compensation situation, to start excluding anyone.
Again, to be clear at no point am I confirming that there will be individual compensation outside of the expected global compensation. Compensation will not be discussed until everything is fixed.
Iām simply asking for the Star Stones that were taken back from AB, as well as the ones that were supposed to be tripled through the Library Pass we paid for. Iām sure the usual 50 gems for the lost day will be provided, but I would really appreciate some clarification on why we were sent another mail containing only 1 key and 1,000 gold.
@Jeto while itās impractical for every troop that people have lost why not put to the underspire troops and dragons in the soulforge as directly craftable for a period.
Doesnāt have to be all at once and the dragons shouldnāt be at the 4x cost they currently are but this would definitely help placate the issue of lost troops.
You could say have a 6 week period where each week 1 of each dragon type and 1 underspire troop was craftable. Maybe from week starting around May 1st so there is sometime to get resources needed.
Itās not that hard. You can just deduct the amount of gems that were incorrectly issued. I received 4k, so you take away 4kāthatās fair to me. All my other progress is preserved. For those who overspent the gems, if itās not too many of them, you can manually track what they spent or roll those players back. You can also resolve some of the tickets from those bigger mistakes. There will be some mistakes and unfairness, but it would only upset part of the player base, not everyone.
Some salient points I havenāt seen others raise:
By your own schedule, there needs to be a short timetable for announcing compensation details.
The reason for this is because we are in the final week of the pvp season. I have bought every campaign pass and PvP season pass so far, but always in the final week so I can decide at the end how I feel and whether I still find value in supporting the game. I suspect there are others like me (and for those that buy it at the beginning, the start of the next season is just over a week away). Taking too long will cause those people who buy in the final week to make a decision with a bad taste in their mouths.
The amount of compensation should be generous, and for players it should appear to be painful to the company.
While I donāt wish the company to be financially stressed, the best way for us, as players, to know that steps will be taken to prevent this sort of error from happening again is for it to have a significant cost to the company. If everyone gets 100s of gems itāll be seen as minor compensation, and worse will send the message to the player base that they didnāt see this as a major issue. And I think I speak for everyone when I say that the concern is that if it can happen this time, why canāt it happen again. Whenās the next time Iām going to arbitrarily lose a day of play? Giving coveted resources (books/lanterns/dragonite/gold marks/burning marks/star stones) will communicate to the player base āwe are taking real steps to ensure this donāt happen againā more than any āweāve updated our policiesā email ever can.
The nature of the game means that most active players play daily, but everyone lost something different with the rollback. I donāt envy your job this week, as I canāt imagine itāll be fun. But a lot of us are looking for you and the company to restore our trust. Please do your best!
Ref. Actually acting on this in an effective way to avoid the disastrous communication experienced this weekend
Iām certain that many seasoned forum members would be happy to inform an IP2 rep/channel when something is off during weekends or outside Australia office hours, so things can be caught earlier to minimize the risk of needing drastic measures.
It is because you consistently show that you care that many of these suggestions are being brought up: actual change seems possible since you took over forums, unlike during the previous era.
I canāt stress enough how much it would have helped to have the Jeto-style communication during this weekend, instead of what we actually got.
echoing this, it boils my blood when I see their 50 gem email show up with some smug āoh look what those wacky gnomes didā and patting their own backs like theyāve magically made everything right.
I go out of my way to refuse redeeming these insults and let them expire in my mailbox on general principle.
Iād like to point out an additional issue that should be raised with the team.
Going by past incidents, when deciding on compensation youāll be looking at summed up losses over all players, then send the same average compensation to each player. There will have been many low to zero activity players, because Gems of War is an F2P game with millions of sleeper accounts that at best log in for daily rewards. Compared to that, there will have been an insignificant number of medium to high activity players, theyāll just slightly bump up the average, even though they lost by far the most.
I believe your upcoming compensation will be a windfall for the many low activity players, a very low blow for those who actually spent time and effort. Unless you somehow manage to scale the compensation by activity, e.g. by going through the logs and taking an activity metric like trophies gained throughout the rollback into account. Please consider spending the effort required to handle this properly.
As someone whoās done government crisis communications for a living (and this game was my escape), when something that creates āBig Feelingsā like a messed up a Friday release requiring a server rollback impacting your companyās reputation, bottom line, etc.?
YOU. WORK. THE. WEEKEND. No matter what.
This was an EMERGENCY on your part. This was an āall hands on deckā response. And yāall just went about your weekend like nothing happened? Now thereās fairly shruggy response that yāall have āBig Feelingsā about this.
Big Feelings donāt restore lost trust. Youāre going to have a lot of Reputation Management to do - which is already an uphill battle, since this company has already shown its customers that they donāt really care about the players.
How do you compensate for lost time? I āworkedā 4 - 5 hours on Friday, without pay. How many folks would continue to work a job where hours of labor could go uncompensated at the whim of the company? I know it is just a game, but the lost hours really bother me. How we are compensated, how seriously you folks take this issue, will determine whether I continue to support the game through purchases in the future.
Gems and other virtual trinkets are not going to return the time you have stolen from us. Unless someone is going to come over and pull weeds in my garden for five hours, I really do not see how I can be compensated for ālost lifeā.
Dev average hourly pay x hours played Friday = what you owe us each. Ridiculous, but fair.
Accidents happen, and the apology does help a bit. Restoring trust is going to be far more difficult.
To be fair, this part is a personal response from Jeto, which I really appreciate. Sheās manning the helldesk (spelling intentional) and trying to pick up the pieces. The company hasnāt budged at all so far, a behavior weāve learned to identify as āhiding under the table until the storm blows overā whenever something major went wrong in the past.
I wish the best for everyone on the team and all the players, but this is where I officially bow out. Itās been a mostly great 10+ years, but this was the final straw for me and I just canāt support the game anymore. Iāll still play it here and there when they add new achievements if theyāre not SUPER grindy, but outside of that, Iām done. So with that, I am out and I wish nothing but the best for everyone here. Cheers.
So Im personally going to single this out because this is quite an abomination to read.
First of all it seems to me, you have not a clue how customer service actually works, the reason I say this is quite simple. Jeto was just informing us on what they have come to understand and the methods in which needs to be taken. And in the process basically said that itās gonna take time. Apparently time you canāt handle. Thatās a reflection on you. Not Jeto. No one can fix an issue in 5 seconds flat, thatās not how the real world works.
As someone whoās been in the industry for nearly 8 years now, and started as a teenager and now Iām their 20s still doing the same thing, I can safely say, you sir/ maāam (done purposely since I donāt know your gender and wonāt assume) are out of line and need a reality check.
Which in my opinion you should probably quit playing video games in general, if youāre going to be disrespectfulabout things like this
or to be serious, all daily rewards from that day- from daily adventures, plus gold/gems from collecting 12 hours of tributes- for many thatās over 300 gems- and gold marks for the pvp.
thatās MINIMUM to be expected, just from lost resource gathering.
some extra compensation for time on top of that.
your team mistakenly sent out an email. then eliminated an entire day of play in an panicked response. then told no one anything for 3 days.
this seems to me an event that could end the game completely as a business.
just remember than when considering compensation.
i get yāall havenāt discussed compensation yet, but iām not on forum every day, and that needed to be said BEFORE you do.
Thatās pretty wild people are being so negative. Its just a game, and mistakes happen.
Personally, was only slightly miffed at needing to redo bounties, lost a good major chaos orb roll. But its nothing major. I will continue playing, I like the gameplay, nothing fundamentally changes. Compensation will be coming, unfortunately there will be some outliers that no amount of compensation would satisfy, but id hope most will feel its fair/even generous, and gemming and return to its regularly scheduled programming.
The only thing I did wish was an in game popup or mail that gave information about what happened and why, right after the rollback happened.
Sounds like quite the mess, with tons of loose ends to tie up. Goodluck and godspeed.
in an effective way to avoid the disastrous communication experienced this weekend
