Funcom, we all understand things happen from time to time in the technical world. What matters to your customers is how you deal with those issues. Your handling of these monumental outage is breathtakingly bad.
You’re a company who is desperately trying to transition from an income based on DLCs to subscriptions. That takes a hell of a lot of goodwill on the part of your customers, as you’re essentially asking them to keep paying for a product they’ve already paid for. So what you provide for that subscription must be first class at all times.
The fact that this is now day three of an outage that prevents most of your customers from playing a game they’ve now paid for more than once, and yet you’ve provided a single official response with no resolution over the entire three days clearly demonstrates to your entire customer base that you’re either incompetent, or completely unwilling to provide what you’re asking your customers to pay for.
Add the fact that this is the second major issue you’ve had in as many weeks and it’s obvious there are major problems.
Communication is everything. Having a whole company go home for the weekend leaving their entire product effectively broken without any word from you is unthinkable. I hope someone there realises what you’ve done.
Seriously! So many structures have decayed from this, along with many dying due to things that happened during the Authentication Armageddon. a select few people say the servers shouldnt roll back, but this caters to the most minute number of players in the game. absolutely no one was able to log in except about 1 person for every 10 servers, so its safe to say that a bit over 80% of the playerbase has had damage done to them. something should seriously happen in light of this.
This thread is a good example of why there is no point for Funcom to use the forums at all. Ignasi has made a thread and provided updates as they come in.
He could do it every hour on the hour and it wouldn’t be enough. He could do it every 10 minutes and it wouldn’t be enough.
i dont see how that makes any sense; were providing feedback on a certain absolutely gargantuan issue in order for them to hopefully have an idea as to what to do in order to help their player base want to still play the game. That is why this is actually a GOOD thread.
Sorry, but that’s total nonsense. Completely false.
#1 - The only update I have seen is the one blaming Microsoft. It provides no resolutions for anything, and no real information. #2 - If there are other updates, then there is something seriously wrong either with these forums or the way they use them. For something this major it should be the first thing to show when people arrive at the forums. If there is an update buried somewhere in that original post, then that’s ridiculous. Expecting people to wade through dozens or hundreds of replies to find an update is not an acceptable method of communicating during a critical outage that lasts days.
Since you’re so certain of yourself, please provide links to all these updates you claim have been forthcoming over the last THREE DAYS.
I have my own server on HostHavoc and use Steam. I just tried to get onto my server yet again, and it is still failing authentication. I restarted the server. No dice. Crickets from WTFuncom.
Eff this garbage!
It’s 100% unacceptable.
What you buy is for single player above all! When it comes to online gaming they are not the only ones who make profit from it! So can you play single player?
I don’t understand the first major issue, as the matter of fact so many years there were numerous of major issues.
Now can you explain me why major issues arrive in crucial moments of this game? I know that right now what i say needs tinfoil hat, but it’s fishy isn’t it?
So for different reasons i agree on this one!
We totally agree on this one!
But. In moments of “crisis” every available employee even the boss is working overhours, believe nothing different.
So communication should be limited to vital issues for feedback, psychic analysis of each costumer is not and should not be considered as communication.
They did it a lot of times in the past so i won’t blame you for your lack of knowledge!
Numerous times we had hotfix on SUNDAYS!!! So if you THINK that the whole company is not working right now your are wrong! But even IF they are not working for fixing “This” issue, again it should no bother us since these issues to be fixed demand EMPLOYEES that should rest today and not work, it’s their right to do so!
But no, they will work to fix it, even if there is a small amount of ungrateful costumers, there’s the others too, that wait silently to play the game they love. And for them the fking effort worth it!
So gather up and follow rules.
Post on the pinned topic only the necessary feedback and let them do the job!
Why should all of us pay the price for the mindless? It’s not fair!
Yep, in agreement there - though it certainly allows lots of the venting of spleen. I think I can only remember one, possibly two other similar Authentication issues over the past years since the pre-alpha landed, so not a bad record so far (if I listed how often my email service, let alone office server has downtime… (yes Joe, I do mean you…))
As any Customer Support person can say, the only thing faster than a ‘New York second’ is the customer complaint line/channel/stream. And no-one ever says thanks once it’s resolved. Happy Monday everyone!
Yeah, they have a game launcher that gets shipped with the game. Everyone who plays the game has this launcher. Why not use this game launcher to warn/update people about the current problem?
Not everyone is on the forums here. Or twitter. Or reddit.
They have proven it again, fundamentally incompetent… I am disappointed.
All those money hungry whogs care about is moneiz.
If they believed in their product and wanted to make it the best of what can be, they would be monitoring 24/7 , they’d have GMs looking after players cheaters hackers and whatnot. They would market their product after a research and not price it like 20$ for a tree in-game…
BUT
they don’t care… So:
*Can’t login and you’ll lose your base?
Have a nice weekend see you on Monday.
*You play PVE and someone spam claims the whole map and you can’t blow them up?
See if I care less…
*Someone undermeshes an unRAID able base?
Fart you peasant.
*You report them with location and photos and videos?
tree in-game…