Community Relations Archive
Thread: Players Demand Credit!!!!!
heiarchy wrote:
Why do we as paying players/customers not receive any sort of credit on our accounts for extensive server downtime? I think if SOE is so set on trying to be like other games, well that is one feature that needs to be implemented...We pay a monthly fee and you guys pull the plug with no intention on even trying to satisfy your current player base...
hmm have you ever taken the time to read the End User License you have to click through to play the game everyday?
11. WE DO NOT ENSURE CONTINUOUS, ERROR-FREE, SECURE OR VIRUS-FREE OPERATION OF THE SOFTWARE, THE GAME, YOUR ACCOUNT OR CONTINUED OPERATION OR AVAILABILITY OF ANY GIVEN SERVER. FURTHER, WE CANNOT AND DO NOT PROMISE OR ENSURE THAT YOU WILL BE ABLE TO ACCESS YOUR ACCOUNT WHENEVER YOU WANT, AND THERE MAY BE EXTENDED PERIODS OF TIME WHEN YOU CANNOT ACCESS YOUR ACCOUNT. YOU ASSUME THE ENTIRE RISK AS TO THE RESULTS AND PERFORMANCE OF THE SOFTWARE AND THE GAME IN CONNECTION WITH YOUR HARDWARE, AND YOU ASSUME THE ENTIRE COST OF ALL SERVICING, REPAIR AND/OR CORRECTION OF YOUR HARDWARE. WE ARE NOT LIABLE FOR ANY DELAY OR FAILURE TO PERFORM RESULTING FROM ANY CAUSES BEYOND OUR REASONABLE CONTROL.
Its pretty plain they have no need to compensate for down time according to the above. The fact they allowed a few servers to have 4x experience bonus for a period of time was a gift and it was them actually trying to compensate for downtime. If they do decide to compensate for down time some way you probably would still not be happy.
It is useless to protect them against angry customers and cancellations. Nor is giving us nothing when some of us (Bloodfin) have had what amounts to DAYS of downtime in the last month (not including our rollback).
SOE needs to do something to make good on this. Do they have to?
No.
Do they need to?
Yes.
They are REALLY asking a LOT of us, patience wise. Frankly, too much to reasonably ask, even from Star Wars fanatics. The time has come for the rubber to meet the road. Things need improvement. Rapidly.
As a guild leader, it's been VERY hard to keep the majority of my members in the game, given how unstable and broken it has become, and how upset many have been with the inbalance and breaks in the (admitted by the SOE president) unfinished CU.
The conduct of those running this game is unacceptable. The state of the live code is unacceptable. The rate of fixing and balancing the live game is unacceptable. The downtime is unacceptable. The level of communication (one update post posted AFTER the promised ETA was missed, not before, not at the moment, HOURS after the last post) is very unacceptable, overshadowing the rest.
We need change, we need action, and we need it NOW. Or there won't be two servers worth of players left by July.
Message Edited by wcmi92 on 05-26-2005 10:30 PM
Ackehece wrote:
heiarchy wrote:
Why do we as paying players/customers not receive any sort of credit on our accounts for extensive server downtime? I think if SOE is so set on trying to be like other games, well that is one feature that needs to be implemented...We pay a monthly fee and you guys pull the plug with no intention on even trying to satisfy your current player base...
hmm have you ever taken the time to read the End User License you have to click through to play the game everyday?
11. WE DO NOT ENSURE CONTINUOUS, ERROR-FREE, SECURE OR VIRUS-FREE OPERATION OF THE SOFTWARE, THE GAME, YOUR ACCOUNT OR CONTINUED OPERATION OR AVAILABILITY OF ANY GIVEN SERVER. FURTHER, WE CANNOT AND DO NOT PROMISE OR ENSURE THAT YOU WILL BE ABLE TO ACCESS YOUR ACCOUNT WHENEVER YOU WANT, AND THERE MAY BE EXTENDED PERIODS OF TIME WHEN YOU CANNOT ACCESS YOUR ACCOUNT. YOU ASSUME THE ENTIRE RISK AS TO THE RESULTS AND PERFORMANCE OF THE SOFTWARE AND THE GAME IN CONNECTION WITH YOUR HARDWARE, AND YOU ASSUME THE ENTIRE COST OF ALL SERVICING, REPAIR AND/OR CORRECTION OF YOUR HARDWARE. WE ARE NOT LIABLE FOR ANY DELAY OR FAILURE TO PERFORM RESULTING FROM ANY CAUSES BEYOND OUR REASONABLE CONTROL.
Its pretty plain they have no need to compensate for down time according to the above. The fact they allowed a few servers to have 4x experience bonus for a period of time was a gift and it was them actually trying to compensate for downtime. If they do decide to compensate for down time some way you probably would still not be happy.
First...I agree that there are a lot of players that are still around despite all the gripes so, to all of u --> if it is that bad then leave. Stop complaining its really annoying especially since there is nothing that can be done about it other than cancelling an account.
Second...to the point of the disclaimer -->yes, SOE does try and cover itself with this part of the EULA. However, just like the cable company and phone company have similar clauses in their contracts that state they cannot guarantee 100% operations, SOE is still liable for the mistakes made by their haste. If you see the red text above I think it explains it all. This current outage and anyone that happens in the near future are results of trying to get too much done in too short of time.(but honestly what is done is done) As holds true with most things IT, the things that get axed on truncated time tables are planning and testing. Had SOE spent more time testing not only the CU but also(and more relevant at this time) the live publish 17, then this could have all been avoided.
Third...it's a matter of customer service --> if SOE would contribute to an atmosphere of service as opposed to the current atmosphere of constant defensive tactics then maybe all of this griping might go away.
It's a two way street...as players and company reps we need to contribute to a positive atmosphere. You get more bees with honey then with vinegar.
^^ Actually thats because they screwed up royaly and forgot to back up Chimaera.... And we lost 2 weeks of hard work.
wcmi92 wrote:
The EULA exists to protect SOE in court (and even then it really wont, because their EULA may not be legal in EVERY US jurisdiction).
It is useless to protect them against angry customers and cancellations. Nor is giving us nothing when some of us (Bloodfin) have had what amounts to DAYS of downtime in the last month (not including our rollback).
SOE needs to do something to make good on this. Do they have to?
No.
Do they need to?
Yes.
They are REALLY asking a LOT of us, patience wise. Frankly, too much to reasonably ask, even from Star Wars fanatics. The time has come for the rubber to meet the road. Things need improvement. Rapidly.
As a guild leader, it's been VERY hard to keep the majority of my members in the game, given how unstable and broken it has become, and how upset many have been with the inbalance and breaks in the (admitted by the SOE president) unfinished CU.
The conduct of those running this game is unacceptable. The state of the live code is unacceptable. The rate of fixing and balancing the live game is unacceptable. The downtime is unacceptable. The level of communication (one update post posted AFTER the promised ETA was missed, not before, not at the moment, HOURS after the last post) is very unacceptable, overshadowing the rest.
We need change, we need action, and we need it NOW. Or there won't be two servers worth of players left by July.
Message Edited by wcmi92 on 05-26-2005 10:30 PM
The EULA also exists for SOE to beat its customers over the head with. It's a legal protection, just as much as a legal attack. They could take the servers down, delete all the software, disassemble the servers on their office floors down to the screws, and keep us paying for two years while they start over for a game we can't play. Don't pay, and off to collections you go. THAT is the reality of this EULA, and most others. I miss Blizzard Entertainment... Hurry up with StarCraft 2, "You're our only hope!"
--Princess Chibi
xplan4u wrote:
Last i checked we had free speech.
Actually, you don't. Especially not here. That's why threads are allowed to disapear. Freedom of Speech does not exist online unless you are on a website owned by you.
xplan4u wrote:
I wonder how far anyone could get if they made someone accept an agreement that the custormer couldn't gaurantee 100% payment? And btw, where do you get off telling anyone to leave. I personally find your OPINION annoying, but i won't tell you to leave, i will just laugh. I am tired of those of you on these forums that go around telling people to quit "whining" or "crying". Last i checked we had free speech. If you don't like somebody's opinion, then please contradict, that is your right, but enough calling out your "whiners". They pay the bills with their subscription alsoand they are entitled to their "complaining".
QFE
Well said
Ackehece wrote:
heiarchy wrote:
Why do we as paying players/customers not receive any sort of credit on our accounts for extensive server downtime? I think if SOE is so set on trying to be like other games, well that is one feature that needs to be implemented...We pay a monthly fee and you guys pull the plug with no intention on even trying to satisfy your current player base...
hmm have you ever taken the time to read the End User License you have to click through to play the game everyday?11. WE DO NOT ENSURE CONTINUOUS, ERROR-FREE, SECURE OR VIRUS-FREE OPERATION OF THE SOFTWARE, THE GAME, YOUR ACCOUNT OR CONTINUED OPERATION OR AVAILABILITY OF ANY GIVEN SERVER. FURTHER, WE CANNOT AND DO NOT PROMISE OR ENSURE THAT YOU WILL BE ABLE TO ACCESS YOUR ACCOUNT WHENEVER YOU WANT, AND THERE MAY BE EXTENDED PERIODS OF TIME WHEN YOU CANNOT ACCESS YOUR ACCOUNT. YOU ASSUME THE ENTIRE RISK AS TO THE RESULTS AND PERFORMANCE OF THE SOFTWARE AND THE GAME IN CONNECTION WITH YOUR HARDWARE, AND YOU ASSUME THE ENTIRE COST OF ALL SERVICING, REPAIR AND/OR CORRECTION OF YOUR HARDWARE. WE ARE NOT LIABLE FOR ANY DELAY OR FAILURE TO PERFORM RESULTING FROM ANY CAUSES BEYOND OUR REASONABLE CONTROL.
Its pretty plain they have no need to compensate for down time according to the above. The fact they allowed a few servers to have 4x experience bonus for a period of time was a gift and it was them actually trying to compensate for downtime. If they do decide to compensate for down time some way you probably would still not be happy.
the 4x XP bonus WOULD have been wonderful for all of us on Chimaera - except that a lot of us were stuck unable to move our characters and unable to get response from the CSRs who took anything up to 3 weeks to answer a ticket. All the server downtime on Chimaera (and also on Bloodfin I think) is not beyond SOE's REASONABLE CONTROL - it was as a direct result of poor writing of so called upgrades and the poor management and poor implementation of these upgrades
All that has been created on Chimaera with 4x xp (and the respec loophole that accompanied it) is that we now have a server FULL of Jedi for those fortunate enough to have been able to use the xp bonus.