The Stuck On Loading Screen Issue

I'm furious! I submitted a support ticket when I couldn't log in on Tuesday afternoon. This was before I realised just how wide-spread the problem was. I found a reply this morning. This is all it said:

"We were experiencing server issues at the time of your support inquiry. These have since been resolved and normal game player has resumed.

Thank you for writing in and giving us the opportunity to assist you. Please don’t hesitate to contact us again for future questions, issues and/or concerns.


Sincerely,

Kara"

That was it!! After almost 24 hours of not being able to log in, prom and seprom just idling away, that was all the response I got. Not even an apology. I can accept that things go wrong occasionally and do allow that things take time to fix so that's not really my issue at this point. But I'm furious because of the lack of customer service in this response.

 

I realize how frustrating not being able to access the game can be...

I would like to offer all of the community effected by the log in issue our sincerest apologise for the issue. We are happy to report that this matter has been resolved.

We look forward to seeing all of you enjoying your game.
Have a lovely day!
Astraea

 

I still can't log in to the game. I'am stuck on loading screen and whenever I try to start the game it always says that "Connection lost". T.T I'am from Global America 3. :/

 

Thanks Astraea, but - no offence - it's not you we need better service from. It's DO/BP themselves. They show a serious disregard to their players and I, for one, now refuse to put in money or even play a game with this level of disrespect shown to us.

I've already cancelled one of my subscriptions, I'll cancel the other nearer the time it ends but this has basically killed the game for me so I won't be back until things improve. I doubt very much DO/BP will care that I've done this, I'm only one player, but maybe if a few more did it, they'd HAVE to do something about it.

 

Hi
Just to say, after experiencing the login problem earlier in the week, on GB1, normal service was resumed after a matter of hours.
I have quests running, boosters etc, ore shipments to make and also I have prem. I have accs on GB1 and USA West Coast. At the time access was limited on GB1, I simply logged into USA West Coast, which wasn't affected.
I don't understand why people get so irate over inevitable glitches, it's a pretty delicate business to run an online game and it is almost certain that at various times, such a complicated business will suffer from technical problems. We just seem to take it for granted that perfection can be bought with a simple subscription.

And - look - no-one is forcing us to invest such emotional importance in ore transfers, boosters, titles and quests - no-one actually makes us subscribe to premium. It's all just ones and zeroes folks ;P

As for lack of support, again, this is a pretty big operation, and with the best will in the world, it seems unrealistic to expect every single complaint to receive an instant satisfactory response.

I'm not being an apologist for Bigpoint here, just trying to view things objectively, and in the final analysis, this is a game? National utilities and financial systems are constantly crashing, all data systems and hardware are subject to compromise, why is DO any different?

If people had more realistic expectations I expect they would be less likely to get so stressed about temporary problems, and more appreciative when things go right.

Anyways, I just wanted to thank the teams concerned for all their continued hard work,

regards

-Llewcoch-
GB1

 

I realize that you are not happy and my sincerity is genuine. As I can understand the frustration that you feel.

However, Bigpoint has made arrangements for a compensation package for those that were effect during the server issue. This is there way of showing that you as players do matter.

I hope that you know you are valued member of the community and we here in forums want all members of the community to feel as if they are important.

If you have any further issues please don't hesitate to contact us here in forums and we will do our very best to offer you the most efficient and courteous service we possibly can.

Please have a lovely day and enjoy your game.
Astraea

 

How can we get the compensation when up till now we can't still log in on the game!? :/

 

It may have been resumed in a matter of hours for you but not for everyone. And not everyone has other accounts they can play although if they did then that's great.

Anyway is not the fact that things went wrong - I've said before in other posts that I completely understand and accept that things go wrong occasionally and take time to fix.

It's not even about the compensation really, although I still believe it wasn't enough - not everyone affected will be able to log in today to be able to take advantage of the 5% ep and honour so they still lose out. The compensation should at least have been some kind of package similar to what they gave when they launched the reloaded game (and before anyone jumps down my throat please note I said similar, not exact!). That way everyone would be able to benefit from it.

My problem has been the attitude of the 'support' team. I could post more emails I've had from them but I won't as it could be called spamming but they have such a 'don't care' attitude despite what people do pay into this game that it's ridiculous.

I accept and agree that no-one forces people to put money in to the game but it's not about money always - TIME is a huge investment too and to have this don't care attitude for players that have put in time, effort and money - is disgraceful. They could and should do better for people that choose to spend their time and money with BP.

At the end of the day BP is a business and should look after its all it's customers - free and paying - because if they enrage their customers and they leave, won't be much of a business left.

 

As I have mentioned previously, I do understand your frustration on many points. However with that being said... I remember a time not so long ago, where compensation was not even a concern. It was just posted "repaired" and we moved along. I have to say from my personal opinion, I feel that the people who are working to make the game better, do have the best interest of the community in mind.

I know that many would disagree, Think about it this way....
You get a Daily Log in bonus (costs you nothing),
The auction:they have placed uridium items available in the trade to give everyone the opportunity at those items for credits.
Galaxy gates: They do offer 1 free gate rest a month (every 30 days) to assist you in the event of a lost gate.

I know that these items do not make the company money... but it does make the community happy.

As for support, you mentioned that is was about time invested. Have ever considered that the members of the support team have many hours invested in assisting the community to its fullest. With 160000000 registered users, if .01% write in a day with an issue that is 16000 support tickets. Just think how much time it takes to assist the entire Dark Orbit Community. I do not think that the support team was in any way attempting to offend and or upset you or any member of the community.

Thank you again for all your patience and understanding during the issue and with the moderator team as well as the support team.

Have a lovely day and enjoy your game.
Astraea