What WG EU can learn from WG NA or how to do compensation right

[ThePurpleSmurf]

How WG NA does it.

https://worldofwarships.com/en/news/general-news/server-downtime-compensation/

There was a server problem on NA on April 23. Anyone who was active within the last 2 weeks got compensated. The compensation was assigned to the account automatically upon login - you have 2 weeks to login a.k.a. claim the compensation. BTW, with "Players who have been active in the last two weeks" it was enough to simply login. I could claim the compensation despite the fact that i didn't play on NA in a while but logged in for the daily shipment.

 

How does it work on EU?

example link: https://worldofwarships.eu/en/news/general-news/eu-compensation-december-22/

First you have to play a game on that day when the problems occurred. People who read about server problems often don't bother to login in first place, because why would you when there are technical problems? If you were online and couldn't join games because of the server problem, you get nothing. And how to get the compensation? Right, by waiting for a news being posted, then sift through the news to find a button or link where you have to manually opt-in to be compensated. If you don't bother reading the news then you get a goose egg.

 

So WG EU, how about you learn from your NA colleagues next time there is a server problem and compensate in a user friendly way?!

[Verblonde]

1 hour ago, ThePurpleSmurf said:

So WG EU, how about you learn from your NA colleagues next time there is a server problem and compensate in a user friendly way?!

I was just thinking exactly the same thing (having got an email from WG NA telling me about this)...

[22cm]

WG NA has a lower amount of players than EU, so player retention is a very big problem there. 

Also, the American players must be pissed enough when they discover that the strongest ships in WW2 were the Russian ones, so they dont want to piss them even  more... 

[anonym_FDOLXpxOfXXq]

As long as people keep giving money to WG, they have no reason to change their behaviour. Simple as that.

[Profilus]

Soon you have to do 5-step mission(including buying 1 lootbox) to get your compensation in EU.

[hellhound666]

3 hours ago, 22cm said:

WG NA has a lower amount of players than EU, so player retention is a very big problem there. 

Also, the American players must be pissed enough when they discover that the strongest ships in WW2 were the Russian ones, so they dont want to piss them even  more... 

dude, i can promise that there are eu countries that are far more pissed about soviets than americans could/should ever be ...

moreover, it is well known that soviet navy plaid critical role in ww2 - take the defense of the leningrad with fleet of bb's or battle of kursk with 10's of cv's for example.

[ghostbuster_]

6 hours ago, ThePurpleSmurf said:

How WG NA does it.

https://worldofwarships.com/en/news/general-news/server-downtime-compensation/

There was a server problem on NA on April 23. Anyone who was active within the last 2 weeks got compensated. The compensation was assigned to the account automatically upon login - you have 2 weeks to login a.k.a. claim the compensation. BTW, with "Players who have been active in the last two weeks" it was enough to simply login. I could claim the compensation despite the fact that i didn't play on NA in a while but logged in for the daily shipment.

 

How does it work on EU?

example link: https://worldofwarships.eu/en/news/general-news/eu-compensation-december-22/

First you have to play a game on that day when the problems occurred. People who read about server problems often don't bother to login in first place, because why would you when there are technical problems? If you were online and couldn't join games because of the server problem, you get nothing. And how to get the compensation? Right, by waiting for a news being posted, then sift through the news to find a button or link where you have to manually opt-in to be compensated. If you don't bother reading the news then you get a goose egg.

 

So WG EU, how about you learn from your NA colleagues next time there is a server problem and compensate in a user friendly way?!

Is there a super secret compensation which i missed? 

i wouldnt be suprised if WG EU encrypted the notes which "announce" the compensations. 

[Camperdown]

27 minutes ago, AmiralPotato said:

As long as people keep giving money to WG, they have no reason to change their behaviour. Simple as that.

That's why WG has shifted their focus to new players. Old hands recognise their business model is based on screwing their customers. So they have to attract new ones who are not aware of that or don't yet care. And so the game is optimised to extract revenue from new players. Loyal customers can go f... themselves.

[YabbaCoe]

Před 7 hodinami ThePurpleSmurf řekl/a:

How WG NA does it.

https://worldofwarships.com/en/news/general-news/server-downtime-compensation/

There was a server problem on NA on April 23. Anyone who was active within the last 2 weeks got compensated. The compensation was assigned to the account automatically upon login - you have 2 weeks to login a.k.a. claim the compensation. BTW, with "Players who have been active in the last two weeks" it was enough to simply login. I could claim the compensation despite the fact that i didn't play on NA in a while but logged in for the daily shipment.

 

How does it work on EU?

example link: https://worldofwarships.eu/en/news/general-news/eu-compensation-december-22/

First you have to play a game on that day when the problems occurred. People who read about server problems often don't bother to login in first place, because why would you when there are technical problems? If you were online and couldn't join games because of the server problem, you get nothing. And how to get the compensation? Right, by waiting for a news being posted, then sift through the news to find a button or link where you have to manually opt-in to be compensated. If you don't bother reading the news then you get a goose egg.

 

So WG EU, how about you learn from your NA colleagues next time there is a server problem and compensate in a user friendly way?!

We usually have same compensation rules regardles the server you play on. Also the amount of compensation depends on the lenght of outage, simply depends on the time how long players couldn't play.

During 18th December, the server was down for a hour, around lunchtime, so also outside peak hours.

But the power outage in NA data center caused situation, that NA server was offline for 11 hours, mostly during their usual peak times.

So you can see the difference. Everybody could claim compensation for EU server problems, even when they were not playing during lunchtime. But NA server problems prevented basically everybody to play for much longer time.

That is why compensation there is higher comparing the one we offered during December.

 

And just imagine to be a CM during this server outage...

[Hugh_Ruka]

31 minutes ago, YabbaCoe said:

We usually have same compensation rules regardles the server you play on. Also the amount of compensation depends on the lenght of outage, simply depends on the time how long players couldn't play.

During 18th December, the server was down for a hour, around lunchtime, so also outside peak hours.

But the power outage in NA data center caused situation, that NA server was offline for 11 hours, mostly during their usual peak times.

So you can see the difference. Everybody could claim compensation for EU server problems, even when they were not playing during lunchtime. But NA server problems prevented basically everybody to play for much longer time.

That is why compensation there is higher comparing the one we offered during December.

 

And just imagine to be a CM during this server outage...

As usual with you, you have completely missed the point. On EU, we have to MANUALLY CLAIM the compensation on the website !!! On NA it was done automatically on next login.

[YabbaCoe]

Před 9 minutami Hugh_Ruka řekl/a:

As usual with you, you have completely missed the point. On EU, we have to MANUALLY CLAIM the compensation on the website !!! On NA it was done automatically on next login.

Because those are applyable for different lenght of the outage. If Luxembourg data center would have power outage for 11 hours during peak times, most likely we would have similar automatical compensation, as basically nobody could play for entire day.

[ghostbuster_]

5 minutes ago, YabbaCoe said:

Because those are applyable for different lenght of the outage. If Luxembourg data center would have power outage for 11 hours during peak times, most likely we would have similar automatical compensation, as basically nobody could play for entire day.

what? im sorry but this isnt an excuse. really not. do you give us 1 hour premium for 1 hour power shortage in EU? i think you give us one day, right? so why do we have to find this one day compensaton? why cant we get it automaticly once we log into the game?

the point here, regardless of the server downtime duration, in NA you get compensations automaticly. here, we need to click some articles to see the super secret "claim" button. 

[Profilus]

2 minutes ago, ghostbuster_ said:

what? im sorry but this isnt an excuse. really not. do you give us 1 hour premium for 1 hour power shortage in EU? i think you give us one day, right? so why do we have to find this one day compensaton? why cant we get it automaticly once we log into the game?

the point here, regardless of the server downtime duration, in NA you get compensations automaticly. here, we need to click some articles to see the super secret "claim" button. 

I vaguely remember them giving us compensations automatically year or two ago(or was it a dream?). Must be business decision.

[Aragathor]

10 minutes ago, Profilus said:

I vaguely remember them giving us compensations automatically year or two ago(or was it a dream?). Must be business decision.

It's called raising access thresholds. It's the same method used by countries which want to reduce legitimate public social expenses. The way to submit a claim is made onerous and complicated to discourage people going through it, even though they should receive it.

[YabbaCoe]

Před 29 minutami ghostbuster_ řekl/a:

what? im sorry but this isnt an excuse. really not. do you give us 1 hour premium for 1 hour power shortage in EU? i think you give us one day, right? so why do we have to find this one day compensaton? why cant we get it automaticly once we log into the game?

the point here, regardless of the server downtime duration, in NA you get compensations automaticly. here, we need to click some articles to see the super secret "claim" button. 

Yes. we gave one day. As mentioned, just fracture of people were effected by this server hiccup and not everybody was actually eligible for this compensation, we had through button on portal. Also to track how many of those, who really were online during that time actually collected that compensation. Automatical compensation can be also very easily overlooked. And manual one actually have one another positive feature.. you can decide when to collect that, to active the premium, while automatic starts immediately when it was issued. And it also wasn't super secret button, as it was even advertised as a pop-up in the game to everybody.

 

While NA compensation is bigger, while it obviously affected everybody on the serves, because nobody could play entire day.

[MistaBoo]

Guys i have saw you all thank WG for giving you days equal to the days you have lost like peasants worshipping some false god.

 

Most of you seem to have a strange grasp on what compensation is.

 

Example.

If you lose 1 days play you have lost 1 x day, 3 x Containers, X amount of credits, free xp, Captain XP etc etc..

Even if WG was to give you 1 day + 3 containers plus an average amount of Free XP etc that would NOT be compensation. That is your Entitlement for your loss.

Compensation is what is given to you over and above your entitlement.

 

In future please do not thank them for giving you less than your entitelment.  

[Hugh_Ruka]

2 hours ago, YabbaCoe said:

Because those are applyable for different lenght of the outage. If Luxembourg data center would have power outage for 11 hours during peak times, most likely we would have similar automatical compensation, as basically nobody could play for entire day.

Sorry WHAT ? That somehow implies that you (WG) have not clue who could have been affected so you are hiding the compensation claim for the least amount of players to find ... How do you then verify the claim is valid when we click the claim button ?

 

Either you can check automatically who played in a specific time frame or you don't. If the first, there's nothing stopping you implementing automatic compensation. If the latter I don't want to comment ...

[PaP_Mentoles]

14 minutes ago, Hugh_Ruka said:

Sorry WHAT ? That somehow implies that you (WG) have not clue who could have been affected so you are hiding the compensation claim for the least amount of players to find ... How do you then verify the claim is valid when we click the claim button ?

 

Either you can check automatically who played in a specific time frame or you don't. If the first, there's nothing stopping you implementing automatic compensation. If the latter I don't want to comment ...

What do you expect from them(WeeGreedy)??? Just lame excuses...

[YabbaCoe]

Před 1 hodinou Hugh_Ruka řekl/a:

Sorry WHAT ? That somehow implies that you (WG) have not clue who could have been affected so you are hiding the compensation claim for the least amount of players to find ... How do you then verify the claim is valid when we click the claim button ?

 

Either you can check automatically who played in a specific time frame or you don't. If the first, there's nothing stopping you implementing automatic compensation. If the latter I don't want to comment ...

Of course we know who played and we also know who was online during that time when the server hiccup started. But in this case we would just compensate maybe 8 000 of players, who were there, ignoring others, that "might" arrive during that time. That is why the compensation is entire day of premium for everybody active in game around that time period and therefore probable of playing, even if only theoretically. And clicking the button gave everybody the option to claim that when they would need that most.

[Verblonde]

11 minutes ago, YabbaCoe said:

And clicking the button gave everybody the option to claim that when they would need that most.

Is that not a bit disingenuous? On my NA account, I got compensated in the form of crates each of which contained a day of premium account - I could have easily delayed opening them if I wanted to save the premium time for some future occasion.

 

I know you don't make these decisions, so I'm not picking on you personally; you must understand though that these sorts of comparisons really don't make EU look good from a customer service perspective and stitching you up with having to defend said decisions only makes things worse.

 

 

[OldschoolGaming_YouTube]

14 hours ago, ThePurpleSmurf said:

How WG NA does it.

https://worldofwarships.com/en/news/general-news/server-downtime-compensation/

There was a server problem on NA on April 23. Anyone who was active within the last 2 weeks got compensated. The compensation was assigned to the account automatically upon login - you have 2 weeks to login a.k.a. claim the compensation. BTW, with "Players who have been active in the last two weeks" it was enough to simply login. I could claim the compensation despite the fact that i didn't play on NA in a while but logged in for the daily shipment.

 

How does it work on EU?

example link: https://worldofwarships.eu/en/news/general-news/eu-compensation-december-22/

First you have to play a game on that day when the problems occurred. People who read about server problems often don't bother to login in first place, because why would you when there are technical problems? If you were online and couldn't join games because of the server problem, you get nothing. And how to get the compensation? Right, by waiting for a news being posted, then sift through the news to find a button or link where you have to manually opt-in to be compensated. If you don't bother reading the news then you get a goose egg.

 

So WG EU, how about you learn from your NA colleagues next time there is a server problem and compensate in a user friendly way?!

Along the same lines as only compensating BB players that has Dead Eye equipped when whole Meta is formed around that skill and every ship class has changed their build to compensate for this one skill. Sp WG FUBARs the entire rework and then compensates 30 % of the effected players.

[Fat_Maniac]

2 hours ago, YabbaCoe said:

Of course we know who played and we also know who was online during that time when the server hiccup started. But in this case we would just compensate maybe 8 000 of players, who were there, ignoring others, that "might" arrive during that time. That is why the compensation is entire day of premium for everybody active in game around that time period and therefore probable of playing, even if only theoretically. And clicking the button gave everybody the option to claim that when they would need that most.

I understand the logic surrounding the methodology you use. However it is flawed. There will be a group of players who seeing that the server cluster is down via a forum status message etc, decide not to try to attempt to play WoWS for the rest of that day or for several hours to ensure things have settled down. Based on what you have said, they are not entitled to compensation. 

[YabbaCoe]

Před 6 minutami Fat_Maniac řekl/a:

I understand the logic surrounding the methodology you use. However it is flawed. There will be a group of players who seeing that the server cluster is down via a forum status message etc, decide not to try to attempt to play WoWS for the rest of that day or for several hours to ensure things have settled down. Based on what you have said, they are not entitled to compensation. 

Yes, that is why the compensation is for everybody who was active and played atleast one battle within several days around that day, when this server hiccup happened. So everybody got a compensation, even though it actually haven't touched them, as they were maybe in work, school etc.

[Fat_Maniac]

1 hour ago, YabbaCoe said:

Yes, that is why the compensation is for everybody who was active and played atleast one battle within several days around that day, when this server hiccup happened. So everybody got a compensation, even though it actually haven't touched them, as they were maybe in work, school etc.

Thank you for the quick response. Your answer then begs the next logical question, and the point the original OP was really trying to make, and please I'm not having a go in asking it. If WG know who the players were in the date range eligible for compensation, why not in future simply automatically compensate them, with a container holding the premium day, they could then activate it at a time convenient to them, and an email to the account holder could explain it. Cleary a process exists within the WG estate to do this, why not use it for all customers.

From a customer perspective this would look like really good customer service, as I have to do nothing for a problem which was not of my own making.

[ghostbuster_]

22 hours ago, YabbaCoe said:

Yes. we gave one day. As mentioned, just fracture of people were effected by this server hiccup and not everybody was actually eligible for this compensation, we had through button on portal. Also to track how many of those, who really were online during that time actually collected that compensation. Automatical compensation can be also very easily overlooked.

automatic compensation can be overlooked? seriously now? automatic compensation cant be overlooked because all the player has to do is logging in and he would get the container. Manual  one on the other hand can be overlooked since you have to go to article and click a button first to get compensation. 

Quote

And manual one actually have one another positive feature.. you can decide when to collect that, to active the premium, while automatic starts immediately when it was issued. And it also wasn't super secret button, as it was even advertised as a pop-up in the game to everybody.

automatic starts whenever the player opens the container. and yes it was a secret button. do you really think all players read the articles which are shared in the game? 

Quote

 

While NA compensation is bigger, while it obviously affected everybody on the serves, because nobody could play entire day.

i wonder when you are gonna get this. it isnt about size of the compensation. this is about the collection method of the compensation.