Goodgame Studios forum archives ::

Board: [816] News from the world of Empire

Topic: [331610] Compensation for issues 27th-28th March 2017

[-331610] ang1243 (GB1) [GB1] :: March 28, 2017, 6:13 p.m.

Dear players,

Due to problems with the server today and also the Nomad event restart yesterday, we decided to give the following compensation to all players:

Levels 10-44
Crossbowman of the Elite Guard	500
Knight of the Elite Guard	250
Fast Travel Feathers	25
Shield wall	150
100% Nomad Points Boost	24 hours
Hidden Food	90.000

Levels 45-69
Deathly horror	1500
Demon horror	750
Fast Travel Feathers	50
Shield wall	350
100% Nomad Points Boost	24 hours
Hidden Food	270.000

Levels 70+
Deathly horror	4000
Demon horror	2000
Fast Travel Feathers	100
Shield wall	1000
100% Nomad Points Boost	24 hours
Hidden Food	720.000

We are sincerely sorry for all inconveniences you experienced today.

Best regards,

Your Empire Team

[4714222] ang1243 (GB1) [GB1] :: March 28, 2017, 7:24 p.m.

Hi all,

The compensation is designed to cover reasonable losses during the server downtime, however, in exceptional cases where you lost far more than the compensation covers, the support team will be able to look into it for you, please bear in mind however that there will be an unexpectedly large number of tickets arriving in the next 24 hours, and so it will be quite some time before solutions are found, so unless entirely necessary, please don't message support.

Thanks,

Angus

[4714667] ang1243 (GB1) [GB1] :: March 29, 2017, 9:46 a.m.

Regarding potential RV loss due to desertions

If you lost RVs due to the downtime, you can contact support, and they'll be able to check that the RVs were lost, and potentially offer some compensation based on their findings.

Please note: Support cannot return lost RVs to you however.

Cheers,

Angus

[4714831] ang1243 (GB1) [GB1] :: March 29, 2017, 2:25 p.m.

Dear players,

We would like to give you some insights on the compensation package, following the feedback we received from you.

Many mentioned the lack of defensive troops in this package but we considered the main loss to be the activity lost towards the Nomad event. This is why we decided to support players with units everyone can use in the Nomad event straight away.

We will consider your feedback for the future; of course we are hoping that a similar situation will not happen again.

Thank you all for your patience,

Your Forum Team.

[4716157] ang1243 (GB1) [GB1] :: March 31, 2017, 2:03 p.m.

Dear players,

Over the last couple of days we have received feedback from players through the support team, that they lost defensive troops, but we considered only offensive troops in compensation. Earlier we already explained our decision to give offensive troops in a package. One of the main intentions of the compensation is to cover as many general losses as possible since we are not able to cover all individual cases.

We are very sorry, but due to high load of tickets in Support we decided to go ahead with the next approach for players level 70+:

If the player lost more than 6000 troops (we gave in the compensation), Support will be glad to compensate the difference. So, if you lost 8000 troops, Support will grant you 2000 troops (it could also be given in the form of defensive units).
If the player lost fewer than 6000 troops, we cannot compensate these losses, even if the player lost defensive troops.

Note: For levels 44-69 it is 2250 troops, and for levels 10-44 - 750 units.

We appreciate your understanding and we kindly ask you to respect our global decision for all servers.

Last but not least we would ask that you not to create multiple tickets regarding this matter as this will significantly slow down the response times for all players.

We thank you for your patience and understanding in this matter and apologize profusely for any inconvenience caused during this time.

Best regards,

Your Empire team.

[4717779] BM Neroxnex [None] :: April 3, 2017, 12:02 p.m.

Dear players,

Last week we shared our decision we made on how we are compensating individual losses due to server issues on 28th of March. For these details please, see the comments above.

Here we would like to state that The Support team will only investigate cases submitted before 18:00 CEST Tuesday 04.04.2017.

We hope that all active players have had enough time to report their losses and our Support team will be happy to help you. This will allow us to deal with current and future tickets more efficiently surrounding this issue and others.

Best Regards,

Your Empire Team