Petition for Compensation & Better Customer Service

[stormtalk]

Those of you who viewed my previous thread (http://www.outspark.com/forums/showthread.php?t=106309), which is now closed, will remember that it was requesting an announcement about the server and latency issues. Although CL Serric claimed one was made (http://www.outspark.com/forums/showthread.php?t=104910), this announcement was actually made on 8/29, a full day BEFORE the server move on 8/30.

This extremely misleading information is not what we call "customer service."

This petition serves a dual purpose:

1. We demand Outspark improve their customer service. Deceiving hundreds of concerned, dedicated customers into believing they missed an important announcement, when in fact that announcement was not regarding the issue at hand, is not only unacceptable: it is deplorable.

Additionally, the treatment many players received in my previous petition - censorship via having their posts deleted, being flamed by Community Leaders, etc. - is unacceptable, and we demand apologies and improvement.

2. We demand compensation for our cash-shop items which we were unable to enjoy throughout their durations because of these server and latency issues. This is non-negotiable.

Signed,

[signatures below]

--------------------------------

EDIT:

Since a CL has asked for what we think fair and adequate compensation will be, I am adding a section to cover that. Please post at the end of the thread if you have additional suggestions, comments about the current suggestions, etc.

Fair and adequate compensation might go as follows:

1. Reset all timed items purchased on or after the day of the server change.

2. Reset all timed items purchased before the day of the server change for all time which extended past the server change. In other words, if a 3-day item was bought 2 days before the change, add 1 day to its time.

3. Refund experience points equivalent to 3 deaths for every character (or, if possible to determine, only those played since the server change). I expect that many people died far more times than this as a direct result of the lag, and some probably died less, but 3 seems like a reasonable compromise that will not only compensate for some of the lost time, but will also appear as a sign of good faith from the administrators.

[solferina]

I, for one, sign this.

I'm sure most of the CL's intentions are good, and I appreciate CL Serric's efforts to appease us and showed willingness to listen to our rants/problems.

I'm not quite as eloquent as some of the posters here, but I do wish the admins and the engineers the best of luck. =)

Signed,
-Solferina

[Celtic_Princess]

Those of you who viewed my previous thread (http://www.outspark.com/forums/showthread.php?t=106309), which is now closed, will remember that it was requesting an announcement about the server and latency issues. Although CL Serric claimed one was made (http://www.outspark.com/forums/showthread.php?t=104910), this announcement was actually made on 8/29, a full day BEFORE the server move on 8/30.

This extremely misleading information is not what we call "customer service."

This petition serves a dual purpose:

1. We demand Outspark improve their customer service. Deceiving hundreds of concerned, dedicated customers into believing they missed an important announcement, when in fact that announcement was not regarding the issue at hand, is not only unacceptable: it is deplorable.

Additionally, the treatment many players received in my previous petition - censorship via having their posts deleted, being flamed by Community Leaders, etc. - is unacceptable, and we demand apologies and improvement.

2. We demand compensation for our cash-shop items which we were unable to enjoy throughout their durations because of these server and latency issues. This is non-negotiable.

Signed,

[signatures below]

Cash shop items are usually compensated for in situations like these, but they are compensated for in terms of how much time it takes to fix the problem. When they have the situation resolved they'll probably release a statement regarding compensation. Usually we get an exp boost as well.

Also, as someone who wanders the forums on a regular basis I have yet to see a CL 'flame' anyone. Ask them not to create multiple threads, to keep it in one thread, to stop bickering with others, or to stay on topic yes, but flame no.

Your previous thread was closed for a reason, creating a new one offers the same situation to arise, for the same users to come in and start argueing again. Outspark gets that we're all upset and they're working on a solution. But not only do they have to respond to the hundreds of e-mails but they have to figure out what is going on, where the problem is in the program, and how to fix it so that everyone is happy. This can take some time.
Most businesses don't even recognize a problem until they can offer a solution, Outspark at least acknowledged it. But I'm not surprised that they havent offered a long statement detailing the issue, I wouldn't until I knew how to fix it either.

What good is saying 'yeah um, we know your having issues...but we don't know how to fix it...so um...go back to whatever you were just doing, and keep doing it until we can figure it out'?

[steelwind18]

here we go again... ok for one the Cls and GL are here to help. if posts were deleted or threads closed it must b for a good reason. B4 u go ranting about how they closed and u want an apology can u plz look at both sides here?

And about u not being able to use ur Cash Shop items well i still play and im using mine. the lag isnt really that bad if u look at it. comon ppl the lag is our friend.

[Poisoned77]

That announcement that Serric linked to was actually not about the server move, it was in response to all the connectivity problems in all the Outspark games from the old servers last week. Sorry for the confusion.

[Celtic_Princess]

That announcement that Serric linked to was actually not about the server move, it was in response to all the connectivity problems in all the Outspark games from the old servers last week. Sorry for the confusion.

Serric noted that there was an announcement made on September 1st. He linked an earlier one to show that Outspark was on top of the situation. The OP chose to link the earlier thread instead of showing Serric's entire post.

Her earlier thread was closed because the topic was done. An announcement was made, no deceptions were made by GM's or CL's on the topic. Instead of letting it go and being patient she decided to move on to the next petition. I for one, will not sign, and now that I have added my 2c, I'll leave.

[steelwind18]

How many pettions have i seen in the past 3 days. well um atleast 3 XD. but yea Celtic he didnt. T.T

[Serric]

Hmmm.

Firstly, the other thread, I felt, had been resolved. At least, the original message of the thread. Not only by the announcement made by fiesta_help but by SKiNG's recent announcement. I had a request to re-open it and was considering but since this once is now open I guess we don't need two.

Now, and this goes for all users: if you have a concern regarding the actions of a community leader on these boards please direct them to me via private message. If I am the CL in question then send your concerns to CSR_Joker. Again, all concerns regarding a CL's actions are to be directed to me.

You say I deceived you. You say the announcement was not for the issue at hand. I say otherwise. It was a precursor to the events at hand. Again, however, you had petitioned for an announcement – not one was made, but two – one by fiesta_help before they knew the issues with the .net server and one by SKiNG after.

Which brings me to SKiNG’s post – again, you had petitioned for an announcement to be made and one was, bringing me back to the resolution of your initial post. On top of that I made his announcement even more visible across all forums. I’d say your petition was a success.

Now, to state there was deception is paranoid chatter, to be honest. No one is attempting to deceive anyone.

Now – this thread raises another issue, different from the first and, just as with the other, as long as it remains flame free and civil I have no reason to close it.

As others have said, Outspark has historically given compensation for issues like this so I ask you just be a little more patient as they work things out.

Additionally, the treatment many players received in my previous petition - censorship via having their posts deleted, being flamed by Community Leaders, etc. - is unacceptable, and we demand apologies and improvement.

I want to talk to you more about this. Can you PM me with specifics, please?

[solferina]

here we go again... ok for one the Cls and GL are here to help. if posts were deleted or threads closed it must b for a good reason. B4 u go ranting about how they closed and u want an apology can u plz look at both sides here?

And about u not being able to use ur Cash Shop items well i still play and im using mine. the lag isnt really that bad if u look at it. comon ppl the lag is our friend.

I find it interesting that you say 'the lag is our friend.'
As a cleric, I find it hard to keep my party members alive because I experience problems with the health bar - it doesn't immediately show my party member's health so I do not know how to time my healing. Because of this, the tanks die, and when the tanks die, we squishies die, lol. That's a looooot of exp lost, and I feel like it's time wasted.

[steelwind18]

well i have a lvl 40 cleric. i am not that effected by the lag. i can stillhealand keep myparty alive. but if u fear about tur pt dieing then just solo untill ur lag is gone. problem solved.

[solferina]

Serric noted that there was an announcement made on September 1st. He linked an earlier one to show that Outspark was on top of the situation. The OP chose to link the earlier thread instead of showing Serric's entire post.

Her earlier thread was closed because the topic was done. An announcement was made, no deceptions were made by GM's or CL's on the topic. Instead of letting it go and being patient she decided to move on to the next petition. I for one, will not sign, and now that I have added my 2c, I'll leave.

I searched the annoucement forum far and wide, but I see no 9/1 annoucement.

I believe this thread isn't about Serric (whom I find to be very and extremely helpful and reasonable....hopefully this post won't be censored, lol), but for cash shop compensation and better customer service.

[sirviney]

Those of you who viewed my previous thread (http://www.outspark.com/forums/showthread.php?t=106309), which is now closed, will remember that it was requesting an announcement about the server and latency issues. Although CL Serric claimed one was made (http://www.outspark.com/forums/showthread.php?t=104910), this announcement was actually made on 8/29, a full day BEFORE the server move on 8/30.

This extremely misleading information is not what we call "customer service."

This petition serves a dual purpose:

1. We demand Outspark improve their customer service. Deceiving hundreds of concerned, dedicated customers into believing they missed an important announcement, when in fact that announcement was not regarding the issue at hand, is not only unacceptable: it is deplorable.

Additionally, the treatment many players received in my previous petition - censorship via having their posts deleted, being flamed by Community Leaders, etc. - is unacceptable, and we demand apologies and improvement.

2. We demand compensation for our cash-shop items which we were unable to enjoy throughout their durations because of these server and latency issues. This is non-negotiable.

Signed,

[signatures below]

Good Lawd,

Fiesta has the best customer service you will EVER find in a Free-to-play game. and of course your cash shop items will be compensated.

Those hundreds of dedicated customers had all of the updated information nearly 100% of the time, yet the demanded information that was not available.

No CL has flamed any Petition thread, and the only reason one would have been closed (I have not seen any closed please post a link because I know you're bluffing) is if the conversation got out of hand and people were insulting each other, flaming, and generally causing trouble.

[solferina]

well i have a lvl 40 cleric. i am not that effected by the lag. i can stillhealand keep myparty alive. but if u fear about tur pt dieing then just solo untill ur lag is gone. problem solved.


Problems like that aren't so simple to solve. People have preferences on how they like to play their game - I, for one, like to party and have the most fun that way. Lately, the fun isn't there. The lag really kills my computer, and even when I solo the lag is still there. How am I supposed to know when I'm dying if the lag is showing me I have half my health left? lol

[solferina]

(I have not seen any closed please post a link because I know you're bluffing)


It's the first link, that's the closed thread. =)

[steelwind18]

Problems like that aren't so simple to solve. People have preferences on how they like to play their game - I, for one, like to party and have the most fun that way. Lately, the fun isn't there. The lag really kills my computer, and even when I solo the lag is still there. How am I supposed to know when I'm dying if the lag is showing me I have half my health left? lol

well u can spam heal urself or ur party. or if its to bad then just play another game draw dance make siggies or do pushups

[lostangelrequiem]

I've said it once and I'll say it again - yes, so the game is laggy and difficult to play. But it is playable - my computer lags badly enough at the best of times, and yet I haven't died more than once or twice due to lag, and neither has anyone in my parties.
Plus, people are upset about losing experience/time on SC items. Fair enough if you were using charms/extenders/blah, but seriously. The lag is NOT that bad that you can't play, and besides, if you're lagging badly you can always, oh, I don't know, go and talk to someone? Gather your friends together and have a party in Eldy?
You're supposed to play the game to have fun, not to OMGLEVEL!1!!
(apologies in advance if you think that constant leveling is "fun", but o___O)

I too use SC items. I had, as of Friday, two outfits and one Exp card going. But see, I just put it down as a loss and get on with it because whining/making all these threads/making any sort of petition is going to get us all nowhere fast.
Bad things happen. It's a fact of life.
Just seriously, accept that mistakes were made and move on.

And as for your comments on "customer service" - straight off, I have never, never seen a CL or other staff member be any less than courteous to someone, even when that person was being as obnoxious as they knew how to be.
I for one saw the announcements, and I'm more of a casual forum-goer than anything so I don't quite get what you're talking about there. None of the information seemed "misleading" to me, but then that might just be me. I don't know xD

[solferina]

well u can spam heal urself or ur party. or if its to bad then just play another game draw dance make siggies or do pushups

Well, why do you think I stopped playing? lol I'm actually drawing right now, my boyfriend and I have this Wacom tablet and I'm trying to doodle/color a litte Fiesta battle scene in the Abyss. =)

[Serric]

I searched the annoucement forum far and wide, but I see no 9/1 annoucement.

I believe this thread isn't about Serric (whom I find to be very and extremely helpful and reasonable....hopefully this post won't be censored, lol), but for cash shop compensation and better customer service.

Not quite - the original announcement was made on 08/29 - I pointed out the original petition thread was created on 09/01... just a little miscommunication there, I think.

[steelwind18]

@lost same this isnt really helping....
@solferina there u go. now post them in the fan art section when ur done so everyone can see

[solferina]

@lost same this isnt really helping....
@solferina there u go. now post them in the fan art section when ur done so everyone can see

I was trying to be nice to you, mmk?
1) do not try to sound condecending to me.
2) do you like drawing too? lol....I'm going off topic.

[steelwind18]

I was trying to be nice to you, mmk?
1) do not try to sound condecending to me.
2) do you like drawing too? lol....I'm going off topic.

Huh??? wat did i do? im just trying to helpeveryone T.T

[solferina]

You're supposed to play the game to have fun, not to OMGLEVEL!1!!
(apologies in advance if you think that constant leveling is "fun", but o___O)


And as for your comments on "customer service" - straight off, I have never, never seen a CL or other staff member be any less than courteous to someone, even when that person was being as obnoxious as they knew how to be.
I for one saw the announcements, and I'm more of a casual forum-goer than anything so I don't quite get what you're talking about there. None of the information seemed "misleading" to me, but then that might just be me. I don't know xD


For the first paragraph: ...I like leveling. =3
For the second:
What in the world would make any sane person believe that a company that relies on it's games to make money would NOT fix it. Why do they even need to make an announcement? Of course they are working on it! And they don't have time to make announcements willy nilly all over the place to placate those who are worried. They are spending too much time working on it!

I don't mean to sound so condescending (ok...maybe just a little bit ) but I do hope that I made my point. They care about nothing more then this game and getting it back to 100% working condition. I wish for one moment you would all stop what your doing and think about this: Why did they move the servers and release the updates?

The answer: They want to improve the game for everyone. I know, it should seem blatantly obvious, but I think sometimes in our frustrations we forget these simple things. Outspark did this with the intention of bringing us a better game, better servers, a better experience. Obviously there were unplanned problems that were out of their control, but that is how life is. You just have to roll with the punches. You can complain all you want, but you'll never change this fundamental fact.

My advice: Sit back, take deep breath, relax a bit, and in no time you will be playing Fiesta, all will be good, and things will be awesome.

Proof of being condecending, lol. =) I don't know, if this thread was directed at me, I would be pretty upset. =/ (oh, and this post was taken from the previous thread of the OP)

**Edit: That was a CL, lol. If I didn't make that clear.

[solferina]

Huh??? wat did i do? im just trying to helpeveryone T.T

We'll take this to PMs, lol~ I don't want our posts deleted~

[steelwind18]

ok let us take it there.

[Celtic_Princess]

I searched the annoucement forum far and wide, but I see no 9/1 annoucement.

I believe this thread isn't about Serric (whom I find to be very and extremely helpful and reasonable....hopefully this post won't be censored, lol), but for cash shop compensation and better customer service.

Then I suggest you read my first post. Where I responded to the topic on hand.

And considering that she is not just petitioning for the cash shop items but she also mentioned that CLs (no names were mentioned) were 'flaming' across the forums this thread becomes more than just a request for compensation.

No where, in any thread, is a CL flaming. A little sarcasm in a post (the condescending remark) does not constitute flaming. It is a manner of speaking and a type of personality.

[solferina]

Then I suggest you read my first post. Where I responded to the topic on hand.

I also suggest that I was referring to your second post, not your first. =)

[Serric]

For the first paragraph: ...I like leveling. =3
For the second:


Proof of being condecending, lol. =) I don't know, if this thread was directed at me, I would be pretty upset. =/ (oh, and this post was taken from the previous thread of the OP)

**Edit: That was a CL, lol. If I didn't make that clear.

Again, if anyone has an issue with the actions of a CL please bring it to me via PM. Let's not get into borderline blacklising posts here...

[solferina]

Again, if anyone has an issue with the actions of a CL please bring it to me via PM. Let's not get into borderline blacklising posts here...

Will do, thanks. =)

[Celtic_Princess]

I also suggest that I was referring to your second post, not your first. =)

I'm aware. I'm stating that you seem to have ignored that I already responded to the topic on hand, and was stating (although in your defense I did misunderstand serrics last post in the closed thread) that announcements had been made. There was no deception on the topic like the OP claims.

[solferina]

I'm aware. I'm stating that you seem to have ignored that I already responded to the topic on hand, and was stating (although in your defense I did misunderstand serrics last post in the closed thread) that announcements had been made. There was no deception on the topic like the OP claims.

I cannot speak for the OP, I just say what I feel and see.
And as for neglecting to acknowledge for first post clearly enough, I apologize. =) I believe everyone is entitled to their own opinions, and I was in no way stifling yours! =x

[viorexx]

i agree with the cash shop item for the last few days. many of us did not really want to play because of the lag.

[Serric]

Okay, let me change gears here. Now, please remember, what I am about to ask I have no authority to grant. Issues like this are handled by Outspark admin alone. However, if I can gather some decent info I can forward it to them for consideration. Furthermore I ask everyone be respectful and logical in their requests.

What, exactly, do you feel is "fair and adequate" compensation for this issue?

Now, again, if you ask for the world on a silver platter I can already offer you an "I'm sorry, no." so please thinking about this carefully and keep in mind not everyone will get everything they want...

So, with the words "fair and adequate" in mind, can you outline the compensaiton desired?

[stormtalk]

Okay, let me change gears here. Now, please remember, what I am about to ask I have no authority to grant. Issues like this are handled by Outspark admin alone. However, if I can gather some decent info I can forward it to them for consideration. Furthermore I ask everyone be respectful and logical in their requests.

What, exactly, do you feel is "fair and adequate" compensation for this issue?

Now, again, if you ask for the world on a silver platter I can already offer you an "I'm sorry, no." so please thinking about this carefully and keep in mind not everyone will get everything they want...

So, with the words "fair and adequate" in mind, can you outline the compensaiton desired?

Thanks for cutting to the chase.

I will update the original post to include the requests.

[iryae]

This just announced on Bijou:

[Notice] ATTN: We have made some tweaks to the server and most of the lag
[Notice] issues should be gone. We will continue to monitor and make tweaks.

:)

[Serric]

Thanks for cutting to the chase.

I will update the original post to include the requests.

I've moved them here for ease of reading for users:



Fair and adequate compensation might go as follows:

1. Reset all timed items purchased on or after the day of the server change.

2. Reset all timed items purchased before the day of the server change for all time which extended past the server change. In other words, if a 3-day item was bought 2 days before the change, add 1 day to its time.

3. Refund experience points equivalent to 3 deaths for every character (or, if possible to determine, only those played since the server change). I expect that many people died far more times than this as a direct result of the lag, and some probably died less, but 3 seems like a reasonable compromise that will not only compensate for some of the lost time, but will also appear as a sign of good faith from the administrators.

Again, I have no say in what compensation, if any, Outsaprk will provide but I encourage you all to post your suggestions (in accordance with my earlier post) here.

I can tell you that refinding CS items is tricky. To be blunt, not everyone is honest about the items they may or may not have purchased and/or lost. Yes, OS staff can research but that would mean your suggested compensation may be held back for months.

Experience, on the other hand, is a possibility, but they can not just arbitrarily grant X amount of xp to players. What one player lost is different than what another lost, so we have a similar problem as with the CS items.

They can, however, and have in the past, doubled XP for ALL users for a certain amount of time. Is this what they are going to do? Again, I can't say. All I know is this is what they have done in the past.

With that in mind, however, I still encourage everyone to post their ideas here. Perhaps discounted CS items - get a 2-for-1 limted deal on xp packs, etc? Half-price the entire CS shop for a week or so? These are more feasable ideas than what was posted above, I am afraid.

[foxy-xx]

With fair and adequate in mind...

Most people were unable to take advantage of the experience boost over the weekend because of the lag, yes the game was playable but slow.. to couteract the terrible lag people were forced to take on less mobs than usual and still died, a lot!! redering the xp boost worthless, so for starters how about we get another xp boost when all the current lag issues have been resolved? :)

I dont really know what to suggest about the 'lost' premium items. Mostly, those able to play were able to take full advantage of them and indeed got what they paid for. However, it seems a proportion of people were unable to connect, so if there is no extention these are the people who lose out most.

Lastly, although this has nothing to do with compensation it does realte to the OP. I would like to ask that outspark in the future keep us informed. I agree with whoever said that their announcemnt today was too little too late. Personally I would have been happier if they had posted in the first instance(saturday) even if it went something like this..
Outspark is aware of the current issues being experienced in game but due to the fact that this has occured on a weekend most of our staff are enjoying a well deserved break. we do however have a member of staff who is investigating these issues and whilst we cannot promise any will be fixed, we can assure you that everything that can be done, is being done and ask for your patients at this time. Any compensation arising from this incident is the discretion of outspark and will be discussed in due course...
When a company says nothing to their customers it looks like either, they dont care, or they are unaware of the situation, which is why so many people posted thread after thread complaining of lag and demanding compensation for premium items.

Having said that, there will always be an element of people who will never be happy no matter what you do, this is where all those people who think we should stop complaining about a 'free' game can justifiably aim their patronising comments!!

[Serric]

Keeping the forums as up-to-date as possible is my goal as well, including announcements. Just to let y'all know, it is something I am working on.

[Tamlinari]

As a rule Outspark in the past has not been very friendly to the players when these sort of things happen so I tend to be very skeptical that this time will be any different.

Very likely the most you will get is 72 hours of a 30% increase in exp and that is about it.

Threads like this only serve to annoy them and make them more determined to assert authority and remind the people who are complaining that according to the ToS that they agreed to, They have no rights and no ownership of anything in the game and they will also remind you that they don't have to explain their actions to the community, they only do it as a courtesy.

It's just my opinion but I would strongly suggest not pressing the issue as it tends to make the CSRs and GMs very irritable.

[Farashimisanoob]

Additionally, the treatment many players received in my previous petition - censorship via having their posts deleted, being flamed by Community Leaders, etc. - is unacceptable, and we demand apologies and improvement.

I agree, even though they are "helping" somewhat, their mass censoring is quite disdainful.

[Serric]

As a rule Outspark in the past has not been very friendly to the players when these sort of things happen so I tend to be very skeptical that this time will be any different.

Very likely the most you will get is 72 hours of a 30% increase in exp and that is about it.

Threads like this only serve to annoy them and make them more determined to assert authority and remind the people who are complaining that according to the ToS that they agreed to, They have no rights and no ownership of anything in the game and they will also remind you that they don't have to explain their actions to the community, they only do it as a courtesy.

It's just my opinion but I would strongly suggest not pressing the issue as it tends to make the CSRs and GMs very irritable.

Well, this is where I am trying to beidge that gap. By collecting data here and bringing it back to them they only have to talk to me, not hundreds. It makes negotiations run much more smoothly in my opinion.

I agree, even though they are "helping" somewhat, their mass censoring is quite disdainful.

Some things need to be censored, for lack of a better word. I don't think anyone has arbitrarily edited or deleted posts without cause. If you know of some, please PM them to me.

[Celtic_Princess]

72 hours of a 30% increase is almost equal to the exp increase that we were offered this weekend.

I think it would be fair to offer the same exp boost that was offered this weekend for the same amount of time for those who couldn't play. Also, while I realize that it would be difficult it might be good to see that cs users got some time back on their items. Or perhaps half price on things like exp boost cards or blessing of Teva

[Panma]

Then I suggest you read my first post. Where I responded to the topic on hand.

And considering that she is not just petitioning for the cash shop items but she also mentioned that CLs (no names were mentioned) were 'flaming' across the forums this thread becomes more than just a request for compensation.

No where, in any thread, is a CL flaming. A little sarcasm in a post (the condescending remark) does not constitute flaming. It is a manner of speaking and a type of personality.

I did not really feel like reading the whole 5 pages, so I'll add my 2 cents.

It's happened in other threads, and it isn't being addressed. There are certain CL's who take it upon themselves to be more than a little condescending. If I can interpret correctly (which I can), a certain CL went so far as to tell us that we had no life. I will be PMing Serric, but I want this pointed out to the community. Just because YOU do not see it, does not mean it hasn't happened.

Beyond the treatment by CL's to the community I can not really speak. I will say that the lag in the 20-29 abyss has been near unbearable. I've purposefully not played for the last few days because of how bad it was.

[Celtic_Princess]

I did not really feel like reading the whole 5 pages, so I'll add my 2 cents.

It's happened in other threads, and it isn't being addressed. There are certain CL's who take it upon themselves to be more than a little condescending. If I can interpret correctly (which I can), a certain CL went so far as to tell us that we had no life. I will be PMing Serric, but I want this pointed out to the community. Just because YOU do not see it, does not mean it hasn't happened.

Beyond the treatment by CL's to the community I can not really speak. I will say that the lag in the 20-29 abyss has been near unbearable. I've purposefully not played for the last few days because of how bad it was.

You should probably read all five pages, you'd see that we moved off that topic, Serric asked those with issues regarding CL's to PM him and we moved back onto the topic at hand.

[steelwind18]

o_O thats not cool. dang i wanted to stay off topic XD j/k but really about this topic i tihnk IMO it has gone on long enough XD. too muhc oiff topicness (is that a work o_O)

[Panma]

You should probably read all five pages, you'd see that we moved off that topic, Serric asked those with issues regarding CL's to PM him and we moved back onto the topic at hand.

And I uhm, did mention that I was going to PM him, did I not? Did you see the sentence about why I posted what I did?

Or did you ignore it?

Regardless, you still ignored the final bit of my post, about adding how my lag made the game near unplayable also.

Why can't we stay on topic here? If you have nothing relevant to say, please... refrain from saying it? Yes? Can we agree?

If you have a problem with Me, or with what I say, perhaps a Private Message would be better? Instead of littering this thread with otherwise useless posts.

[Celtic_Princess]

And I uhm, did mention that I was going to PM him, did I not? Did you see the sentence about why I posted what I did?

Or did you ignore it?

Regardless, you still ignored the final bit of my post, about adding how my lag made the game near unplayable also.

Why can't we stay on topic here? If you have nothing relevant to say, please... refrain from saying it? Yes? Can we agree?

If you have a problem with Me, or with what I say, perhaps a Private Message would be better? Instead of littering this thread with otherwise useless posts.

does no one refrain from picking a fight?

I'm saying we were back on topic, so there's no need to go into the CL situation outside of PM's.

As for the lag in the 20-29 abyss thats actually incredibly normal. There has always been lag there.

[Panma]

does no one refrain from picking a fight?

I'm saying we were back on topic, so there's no need to go into the CL situation outside of PM's.

As for the lag in the 20-29 abyss thats actually incredibly normal. There has always been lag there.

Not for me, before the server move I had next to no lag in the 20-29 Abyss. Now, I'll kill a monster that's right next to me, and the drops are like, way off in the distance (This happens 60% or more of the time). Or I'll poison a monster, and he'll just stop moving. But I can still kill him.

It's almost as if the server is moving in slow motion.

Not to mention the warping.. moving along and your character randomly jumps forward and backward... the whole time you're moving.

It's like you're Nightcrawler (from X-men) but you can't control your ability!

[steelwind18]

yes there has been lag in there for a while. i thought a lot of ppl knew that? and if u want to pick a fight Panma plz like u said over PM. id like to keep every topic on topic.

But ye about the lag it has gotten better since the morning. i can move and run and play agian. so its not gtting worse. i believe that it will be perfectly better by the end of today. atleat i hope it will b

[Celtic_Princess]

Not for me, before the server move I had next to no lag in the 20-29 Abyss. Now, I'll kill a monster that's right next to me, and the drops are like, way off in the distance (This happens 60% or more of the time). Or I'll poison a monster, and he'll just stop moving. But I can still kill him.

It's almost as if the server is moving in slow motion.

Not to mention the warping.. moving along and your character randomly jumps forward and backward... the whole time you're moving.

It's like you're Nightcrawler (from X-men) but you can't control your ability!

The GM's posted an in game announcement that they are making tweaks on things throughout the day in order to get rid of some of the lag. Ultimately it should be better again after the next update.

[t3nchi]

*cuts tension with knife* xD bye ^^

[SeventhMagpie]

Most of the lag seemed to have got fixed today which is good news :D

Sorry for the slight offtopicness but I felt the mood needed lightening :X

[Saruin]

Panma's not being mean, that's just the way he talks.
ANYWAY.

Continue with your topic.

/leaves.

[Gravvi]

Ok sorry to be the bearer of bad news. But technically, OutSpark is not reliable for what happened. Technically we don't have to get a compensation. Its in ToS.

Plus it was on a holiday weekend. When noone works. Tho if they were to do anything. I would suggest giving a 35% exp boost for the time there was lag. For about 3 days'ish. Now as for the CL's Flaming. That's kinda nonsense. Honestly the closest thing I saw to a flame was them saying stop creating new posts about the lag.

I think they have been doing a good job maintaining the forums from what everyone is doing. Which is spamming about the lag. Now first of all. I am sure Outspark new about the lag. But finding out how to fix it is another. And also, they can't fix the servers from at home and they were on their days off.

Second, your expecting way too much from a game that is still in beta. We are still testing the game. If this were to happen after a full release then I could understand something being said.

[n3misis]

Those of you who viewed my previous thread (http://www.outspark.com/forums/showthread.php?t=106309), which is now closed, will remember that it was requesting an announcement about the server and latency issues. Although CL Serric claimed one was made (http://www.outspark.com/forums/showthread.php?t=104910), this announcement was actually made on 8/29, a full day BEFORE the server move on 8/30.

This extremely misleading information is not what we call "customer service."

This petition serves a dual purpose:

1. We demand Outspark improve their customer service. Deceiving hundreds of concerned, dedicated customers into believing they missed an important announcement, when in fact that announcement was not regarding the issue at hand, is not only unacceptable: it is deplorable.

Additionally, the treatment many players received in my previous petition - censorship via having their posts deleted, being flamed by Community Leaders, etc. - is unacceptable, and we demand apologies and improvement.

2. We demand compensation for our cash-shop items which we were unable to enjoy throughout their durations because of these server and latency issues. This is non-negotiable.

Signed,

[signatures below]

--------------------------------

EDIT:

Since a CL has asked for what we think fair and adequate compensation will be, I am adding a section to cover that. Please post at the end of the thread if you have additional suggestions, comments about the current suggestions, etc.

Fair and adequate compensation might go as follows:

1. Reset all timed items purchased on or after the day of the server change.

2. Reset all timed items purchased before the day of the server change for all time which extended past the server change. In other words, if a 3-day item was bought 2 days before the change, add 1 day to its time.

3. Refund experience points equivalent to 3 deaths for every character (or, if possible to determine, only those played since the server change). I expect that many people died far more times than this as a direct result of the lag, and some probably died less, but 3 seems like a reasonable compromise that will not only compensate for some of the lost time, but will also appear as a sign of good faith from the administrators.

I sign for #1 i lost 2 days on my time and I ALSO lost time because of a suspension that was not LEGIT ! No records were found of my suspension and i lost 3 days on my sc items aswell, i ticketed even and it has been 3 business days for them to answer which of course they do not follow suit on the time they say because Lots of CSR's aren't doing tickets, no wonder.

[UzumakiW]

Ok sorry to be the bearer of bad news. But technically, OutSpark is not reliable for what happened. Technically we don't have to get a compensation. Its in ToS.

Plus it was on a holiday weekend. When noone works. Tho if they were to do anything. I would suggest giving a 35% exp boost for the time there was lag. For about 3 days'ish. Now as for the CL's Flaming. That's kinda nonsense. Honestly the closest thing I saw to a flame was them saying stop creating new posts about the lag.

I think they have been doing a good job maintaining the forums from what everyone is doing. Which is spamming about the lag. Now first of all. I am sure Outspark new about the lag. But finding out how to fix it is another. And also, they can't fix the servers from at home and they were on their days off.

Second, your expecting way too much from a game that is still in beta. We are still testing the game. If this were to happen after a full release then I could understand something being said.

I was about to say pretty much exactly what you said, especially on the ToS part, but I'm glad to see there is someone else here that is able to point this out.

Definitely as Gravvi said, OutSpark is not required to compensate for anything. Everyone signed the ToS, so you agreed to this. OutSpark is technically not required to compensate in anyway, however, they have generously compensated us in the past when things like this happen, so, they may do it, they may not. Either way, they are not required to do it since it is clearly stated in the ToS.

But I definitely agree with everything that Gravvi had said. Nicely stated :).

[cygnarblue]

I totaly agree with the last post , Outspark are not liable for any loss due to the ToS, and no they dont have to compensate for anything you have lost. At the end of the day this is a "FREE GAME", it is down to the indervidual to read the ToS and understand that if they buy "Sparkcash" items Outspark have no legal responsability to reinburse anything to anyone. Yes it has been a bit frustrating with the server move and people have incured a few days of lag and bad play, and there are also people who still cant play but Outspark are trying to fix it...you just cant wave a magic wand and make everything right....just be patient and im sure everything will get worked out....but demanding something doesent get you anywhere.....trust me.

[steelwind18]

I sign for #1 i lost 2 days on my time and I ALSO lost time because of a suspension that was not LEGIT ! No records were found of my suspension and i lost 3 days on my sc items aswell, i ticketed even and it has been 3 business days for them to answer which of course they do not follow suit on the time they say because Lots of CSR's aren't doing tickets, no wonder.

um... did u read thro this thread? ppl have been talking about how they will probally give us time back or something. this has nothing to do with ur suspension which has to b legit because u got it. if ur talking about 3 business days over the weekend dont expect much a lot were a way from the office with their families and such

[Celtic_Princess]

I agree with Gravvi and the posters that point out that Outspark is not reliable nor responsible for compensating us for the server issues.

That said, on the side of customer service they usually do, in order to appease those that were affected most by the problems caused.

[stormtalk]

In response to those who argue that Outspark is not liable for item replacements: actually, ToS claims such as this, which deny liability for a product or service, are regularly overturned in court. Just because they hired a lawyer to write it, and just because you agreed to it when you signed up, doesn't actually give them the legal right to refuse compensation. As a clarifying example, you could hire a lawyer to draft a contract saying that "the undersigned hereby dedicate their lives in service to Chris," but that doesn't mean that anyone who signed it would be legally bound to do so.

Outspark is also responsible on two other levels:

1) As a matter of good business. I can almost guarantee that if someone opened a report with the Better Business Bureau about an item they purchased, weren't able to use, and for which they didn't receive compensation, that Outspark would either compensate them or would receive an "unsatisfactory" rating from the BBB. In addition to the value of maintaining good character, this would result in even further loss of customers - even more incentive to compensate the players.

2) As a matter of ethics. Regardless of to which ethical system you subscribe, any of the ones under which Outspark could claim to operate would dictate that they have a responsibility to provide the services for which their customers pay.

In conclusion, I understand the logistical difficulties of replacing items. However, granting a discount in the cash shop would be insufficient compensation because it would result in players spending even more money to receive the service they've already paid for and been denied. With that in mind, I think that double experience for a couple of days would be the most fair and reasonable compromise.

[serpenscoda]

This extremely misleading information is not what we call "customer service."

I know how you feel, but I honestly don't think anyone was attempting to be misleading. I think, if anything, there was a lot of confusion going around.

The only issue I would have here (with Outspark) is that I don't think it is fair to throw your "community spirit"-type people (CLs, GLs, whatever) under the bus and take the hit for you, and then not even bother to communicate with your customers. That's basic customer service 101.

1. We demand Outspark improve their customer service.

Like I've said before: Outspark is obviously not a professional outfit. I don't know why some people consider that to be an inflammatory statement, since it seems like a pretty fair and obvious statement to me, but the bottom line is that they are not a large company with the same resources as, say SOE or Blizzard. A lot of us are used to the kind of service and product that comes with those types of companies, but I just don't think that you're going to hold Outspark to those same standards.


2. [B]We demand compensation for our cash-shop items which we were unable to enjoy throughout their durations because of these server and latency issues. This is non-negotiable.

...Fair and adequate compensation might go as follows:

1. Reset all timed items purchased on or after the day of the server change.

2. Reset all timed items purchased before the day of the server change for all time which extended past the server change. In other words, if a 3-day item was bought 2 days before the change, add 1 day to its time.

3. Refund experience points equivalent to 3 deaths for every character (or, if possible to determine, only those played since the server change). I expect that many people died far more times than this as a direct result of the lag, and some probably died less, but 3 seems like a reasonable compromise that will not only compensate for some of the lost time, but will also appear as a sign of good faith from the administrators.

Okay, now we're getting to the real meat here. Everything you've suggested here seems fair and reasonable. However: From an administrative/ programming point of view this would be a nearly impossible nightmare. I'm not saying its not a good idea, I'm just saying that it would be easier to re-issue all timed-item purchases made during that period, an even that would be extremely difficult, time-consuming, and very costly. And if a company is going to incur more cost than what they feel is fair for compensation, then obviously they are not going to do it, even at the risk of losing, say 1000 customers. It all comes down to numbers at that point.

Like most other people here, I think that a more reasonable (and probable) compensation is going to come in the form of exp boost, etc. Things that they can issue across the board. I'm just as upset about losing money as you are, but like I said, there is only so much we are going to be able to expect from this company.

Think of it another way: Do you hold McDonald's to the same standards you would to a 4-star restaurant? No, of course not. But obviously there are basic regulations and trends that they are going to have to follow; such as making sure that they deliver any goods or services that have been promised to a customer, for which they received payment in advance. This is not only basic business, it is also the law. Now, as a customer I realize that they can't exactly compensate me fairly here, so I think a better request might be for them to take steps that might help prevent the loss of these items in the future, for whatever reason.

[Gravvi]

In response to those who argue that Outspark is not liable for item replacements: actually, ToS claims such as this, which deny liability for a product or service, are regularly overturned in court. Just because they hired a lawyer to write it, and just because you agreed to it when you signed up, doesn't actually give them the legal right to refuse compensation. As a clarifying example, you could hire a lawyer to draft a contract saying that "the undersigned hereby dedicate their lives in service to Chris," but that doesn't mean that anyone who signed it would be legally bound to do so.

Outspark is also responsible on two other levels:

1) As a matter of good business. I can almost guarantee that if someone opened a report with the Better Business Bureau about an item they purchased, weren't able to use, and for which they didn't receive compensation, that Outspark would either compensate them or would receive an "unsatisfactory" rating from the BBB. In addition to the value of maintaining good character, this would result in even further loss of customers - even more incentive to compensate the players.

2) As a matter of ethics. Regardless of to which ethical system you subscribe, any of the ones under which Outspark could claim to operate would dictate that they have a responsibility to provide the services for which their customers pay.

In conclusion, I understand the logistical difficulties of replacing items. However, granting a discount in the cash shop would be insufficient compensation because it would result in players spending even more money to receive the service they've already paid for and been denied. With that in mind, I think that double experience for a couple of days would be the most fair and reasonable compromise.

And they have every right to refuse compensation because its in the contract. Hence its a contract. But we are saying, that they usually do compensate.

Technically when you sign a contract. You are held to follow all of it. If anything gets broken you can get sued. We signed the contract. We have to follow it. If you don't think that part applies then you are very mistaken. Everything in the contract is legit. You can't just omit something because you don't think its fair. And yes if someone signed that contract you stated, they are now bound to that person. But you provided a horrible example because you have to be very specific. So technically that contract would be void.

If outspark were to show the BBB the contract you signed your out of luck. Because they can't do anything, due to the ToS you signed. Now also this is in beta. If you did not know that there is something wrong. Now because its in a testing stage. This is a whole part of the testing. Having these troubles. You should have understood that when you bought CS, something could very well happen.

They provided you those services. You bought SC, you got the items you chose. Now if you didn't get to use the whole 100% of them that is not their problem.

[stormtalk]

And they have every right to refuse compensation because its in the contract. Hence its a contract. But we are saying, that they usually do compensate.

Technically when you sign a contract. You are held to follow all of it. If anything gets broken you can get sued. We signed the contract. We have to follow it. If you don't think that part applies then you are very mistaken. Everything in the contract is legit. You can't just omit something because you don't think its fair. And yes if someone signed that contract you stated, they are now bound to that person. But you provided a horrible example because you have to be very specific. So technically that contract would be void.

If outspark were to show the BBB the contract you signed your out of luck. Because they can't do anything, due to the ToS you signed. Now also this is in beta. If you did not know that there is something wrong. Now because its in a testing stage. This is a whole part of the testing. Having these troubles. You should have understood that when you bought CS, something could very well happen.

They provided you those services. You bought SC, you got the items you chose. Now if you didn't get to use the whole 100% of them that is not their problem.

You misinterpreted just about everything I wrote.

The fact that a contract (i.e. ToS) was signed does not necessitate the validity of that contract. Therefore, as I mentioned in my example, the ToS does not necessarily relieve Outspark of their liability. The fact that the game is in Beta is irrelevant.

Also, the BBB does not take action against companies. Rather, it is a listing service which allows users to look up a company's rating with them and then judge whether to purchase their products or services. If a company has an unsatisfactory rating, then, of course, fewer customers will purchase their products or services. Therefore, a negative BBB rating would, in fact, negatively impact Outspark's customer base.

[Gravvi]

You misinterpreted just about everything I wrote.

The fact that a contract (i.e. ToS) was signed does not necessitate the validity of that contract. Therefore, as I mentioned in my example, the ToS does not necessarily relieve Outspark of their liability. The fact that the game is in Beta is irrelevant.

Also, the BBB does not take action against companies. Rather, it is a listing service which allows users to look up a company's rating with them and then judge whether to purchase their products or services. If a company has an unsatisfactory rating, then, of course, fewer customers will purchase their products or services. Therefore, a negative BBB rating would, in fact, negatively impact Outspark's customer base.

Your not getting anything i wrote. A contract is a contract. You sign it your bound to it. And yes it does relieve them from liability. And beta has everything to do with it. Why do you think they have that section in the ToS. Because its in beta, and posts like this get made. Demanding something, that they dont' have to get. Notice your the only one here who doesn't get the fact they dont' have to do anything.

Honestly it wouldn't affect much because not many people know about the BBB. Noone i know, knows who that is. So this game gets a lower rating. That can easily be brought up by people who give good reviews. And not many people will go to BBB before purchasing SC. If they know what that is.

[Celtic_Princess]

You misinterpreted just about everything I wrote.

The fact that a contract (i.e. ToS) was signed does not necessitate the validity of that contract. Therefore, as I mentioned in my example, the ToS does not necessarily relieve Outspark of their liability. The fact that the game is in Beta is irrelevant.

Also, the BBB does not take action against companies. Rather, it is a listing service which allows users to look up a company's rating with them and then judge whether to purchase their products or services. If a company has an unsatisfactory rating, then, of course, fewer customers will purchase their products or services. Therefore, a negative BBB rating would, in fact, negatively impact Outspark's customer base.

At the same time, to bring a claim against Outspark for your own individual cash shop purchases would be a waste of time. While the contract can be overturned in some states, you have to go through the process of filing the claim (which in a lot of cases is out of state or even country) and then find a small claims judge who would even hear the case.

The trouble and the legal fees involved heavily outweighs what the average person spends in the cash shop.

That said: Outspark usually offers some form of compensation to its users for major server issues. At the moment, I'd be more concerned with getting things fixed and then giving compensation to the users.

[Serric]

Okay - I have to stop everyone right there. We cannot discuss legal issues on these forums. Anything which could be interpreted as an intent of legal action will result in the thread being removed from the forums (for starters).

Let us go back to the suggestion I made earlier, yes? I don't want to shut this (and future) threads down but I will if left no other alternative.

[Gravvi]

Okay - I have to stop everyone right there. We cannot discuss legal issues on these forums. Anything which could be interpreted as an intent of legal action will result in the thread being removed from the forums (for starters).

Let us go back to the suggestion I made earlier, yes? I don't want to shut this (and future) threads down but I will if left no other alternative.

Srry I had brought up the ToS because what he was asking for technically doesn't need to be done. But like My suggestion is increase exp for the time the lag occured by 35%

[serpenscoda]

Your not getting anything i wrote. A contract is a contract. You sign it your bound to it. And yes it does relieve them from liability. And beta has everything to do with it. Why do you think they have that section in the ToS. Because its in beta, and posts like this get made. Demanding something, that they dont' have to get. Notice your the only one here who doesn't get the fact they dont' have to do anything.


You have been mis-informed, my friend. A contract is any company's ATTEMPT to relieve themselves from liability, but it DOES NOT. Every day, in hundreds of courtrooms around this country, companies get sued. In a strictly legal sense (RE: system of law) contracts do not protect a company from responsibility to pay damages, nor does it allow them to break the law.

Beta has absolutely nothing to do with it. If you, or any other entity, enters into a monetary transaction whereby you accept funds in exchange for the promise of delivering a product or service, then you have to deliver said product or service. If you do not, then you have broken the law and no contract, ToS, Beta excuse, etc. in this country is going excuse your actions.

[Celtic_Princess]

You have been mis-informed, my friend. A contract is any company's ATTEMPT to relieve themselves from liability, but it DOES NOT. Every day, in hundreds of courtrooms around this country, companies get sued. In a strictly legal sense (RE: system of law) contracts do not protect a company from responsibility to pay damages, nor does it allow them to break the law.

Beta has absolutely nothing to do with it. If you, or any other entity, enters into a monetary transaction whereby you accept funds in exchange for the promise of delivering a product or service, then you have to deliver said product or service. If you do not, then you have broken the law and no contract, ToS, Beta excuse, etc. in this country is going excuse your actions.

*cough* off the legal issue.

I feel that for starters an exp boost to match the one that everyone missed out on this weekend would be fair.

I'm not sure how to compensate CS users even though I am one. It would be nice to get compensation for the items, but it could take months to go through and find all that couldn't it?

[steelwind18]

i agree with ur suggestion and i think it would be a great idea.

[Gravvi]

You have been mis-informed, my friend. A contract is any company's ATTEMPT to relieve themselves from liability, but it DOES NOT. Every day, in hundreds of courtrooms around this country, companies get sued. In a strictly legal sense (RE: system of law) contracts do not protect a company from responsibility to pay damages, nor does it allow them to break the law.

Beta has absolutely nothing to do with it. If you, or any other entity, enters into a monetary transaction whereby you accept funds in exchange for the promise of delivering a product or service, then you have to deliver said product or service. If you do not, then you have broken the law and no contract, ToS, Beta excuse, etc. in this country is going excuse your actions.

OK apparently you didn't read serric's post.

[serpenscoda]

Sorry, Serric, I posted before I read your post. I'm not advocating that anyone get sued, I just hate to see anyone walk around thinking that a contract allows anyone to get away with whatever they want. That's not what contracts are for.

Anyway, back to the topic at hand....

[Gravvi]

Ok i didn't say it gets them a clean slate. But in this case. They aren't held reliable. Everyone got their items that they payed for. That all they are held accountable for. Hmmm Everyone should get a free workout shirt lol. I remember getting that when first legend of isya was named.

[Serric]

Sorry, Serric, I posted before I read your post. I'm not advocating that anyone get sued, I just hate to see anyone walk around thinking that a contract allows anyone to get away with whatever they want. That's not what contracts are for.

Anyway, back to the topic at hand....

No worries... understood.

[pokes the thread back on topic... poke poke poke]

[Gravvi]

[pokes back] Umm what do you suggest serric lol.

[serpenscoda]

Ok i didn't say it gets them a clean slate. But in this case. They aren't held reliable. Everyone got their items that they payed for. That all they are held accountable for. Hmmm Everyone should get a free workout shirt lol. I remember getting that when first legend of isya was named.

*gently skirting the "legal" topic*

That's like saying I should pay for the full cruise, but only receive the brochure?

Okay: I understand what you're saying here, but what some of us are saying is that we did not receive those items. I believe that I did not receive what I paid for, because I didn't receive it. If you're talking about a little picture icon depicting something in the cash shop, then yes, I received it. However, that is not what I paid for. I paid for whatever that symbol represented.

In the end, probably none of this matters, because there really is no feasible way to go through every single account and make adjustments based on whether or not someone could sign in, how much time they spent online before getting dropped, etc. But I think that it would be nice (and fair) to get some kind of compensation that goes beyond a simple exp. boost. What I paid for in the cash shop (and did not receive) costs more than an exp. boost.

[Rain4ever]

Ok... Just got back from my sleep today... So now im posting my views:

1. We demand Outspark improve their customer service. Deceiving hundreds of concerned, dedicated customers into believing they missed an important announcement, when in fact that announcement was not regarding the issue at hand, is not only unacceptable: it is deplorable.


I agree 100% to the first sentence and to a small extend for the rest. As some of us had said that Outspark is a small company and does not have the size like Bizzard and what so ever... But still, they are still a company that provide customer service. And if NOW... that they had a very hard time to maintaining a good customer service.... before they can start to improve, ppl will start to have the streotype thinking about Outspark (E.G "this company has a bad customer service"). Thus, I would suggest that it is best to start improving their customer service now before it becomes too late.


This was posted by SKing:

Hi everyone,

As you can see, this past weekend was a major mess for you and us. It was important that we got together and debriefed the chain of events that occurred over the weekend before posting any resolution (since we needed to figure that out first).

Please accept our apology for the issues that occurred and view our official announcement.
http://www.outspark.com/forums/showthread.php?p=1084029

Again, we do sincerely apologize for the inconvenience this has caused. We are working to fix the issues as soon as possible.

Suggestion:

Maybe in future, a small little announcement:
"Dear players, we are awarre of the problems that you are facing in-game. Please be patient with us as we are trying our best to fix the problem"
A small announcement like this before the long waited "No-Reply from Outspark" will prevent players asking and keep thinking "Why there isnt any news from Outspark for this probelm.... Are they sleeping or they just cant be bother?" (Although all of us know for sure that they are doing) and also this will bring less complaints from players...

*Its always better to have Companies getting back to Customers FIRST than having customers to come barking at you* A tiny extra mile effort will always bring a good point for company's customer service.

*Edit: Its better to have both announcement and In-game annoucement as not all of the players are able to log-in the game to play and see what the GMs had type (although in the end it will be post by players).*

Well.... if you guys think that just having a 3-days MIA in no answer from Outspark and just CLs posting to tell players that Outspark is doing their best to solve the problem during that period (Some players would prefer to hear the words coming out from Outspark then from CLs as it shows that they achknowledge the issue).... Thats nothing i can say.. :)

Oh yeah.... From what i think is that the most Outspark will only Compensate the most is the 18 hours or make it one day for the SC items time extend. And a EXP Boost for a few days or the whole of this week.

*Hope i didnt go out of topic for this... and sorry for the bad english >.>