"We are unable to offer any compensation". Really?

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    • "We are unable to offer any compensation". Really?

      I lost time, premium days and expensive gear due to server lag.
      Are you seriously saying that i shouldn't get my gear and premium time back?

      Do you feel like that's a fair customer treatment?

      Literally every game i played offered compensations for in-game losses caused by issues on their end. Even free ones, let alone ones with payed subscription. So i can either play and loose gear to disconnects, or not play and loose my premium time. Nice.

      The post was edited 2 times, last by Xwave ().

    • So if you buy a pizza in a restaurant and they don't bring you one saying that someone ruined the dough, you'll be like "it's fair, its not their fault that random people can get into their kitchen, you can still keep my money"?

      They won't give you anything, why should they?

      Because i am paying for the service that i am not receiving? I don't know. Isn't it how it works?
    • Xwave wrote:

      So if you buy a pizza in a restaurant and they don't bring you one saying that someone ruined the dough, you'll be like "it's fair, its not their fault that random people can get into their kitchen, you can still keep my money"?

      They won't give you anything, why should they?

      Because i am paying for the service that i am not receiving? I don't know. Isn't it how it works?
      You aren't making the right comparison. Chances are, if a restaurant KNOWS their food is bad they won't sell it to you in the first place. In the case of Albion, you've purchased a 'long-term' service (i.e. a month of premium, let's say) and you were able to get some usage out of it yet you are asking for a refund of it for things that are outside the control of SBI because you missed out on using it for a short time.

      A better example to think about if if you pay for your monthly cable bill and then your service goes out for 4-5 days due to a hurricane or tornado or other natural disaster. Would you go to your cable company and demand a refund of your monthly bill for "an act of god" that the cable company could not easily predict or account for?

      Oh, and you can't blame SBI directly for being the victim of a DDOS attack. They are game developers, they hire an outside company to manage the datacenter and servers for them (including DDOS protection). They don't have dedicated NOC Engineers or Network Security staff, so if you want to yell at someone direct it to their datacenter provider (whoever that may be).
    • Online service (which albion is) IS at fault for not having strong enough security. It's not a natural disaster, it's a risk a company took by not investing enough into protection.

      I honestly don't want to look like a 4ick mocking a small company. But i don't ask for any refunds, any other company would reimburse you your pixels that were lost because of their service outage. Is this really an unreasonable request?
    • Xwave wrote:

      I lost time, premium days and expensive gear due to server lag.
      Are you seriously saying that i shouldn't get my gear and premium time back?

      Do you feel like that's a fair customer treatment?

      Literally every game i played offered compensations for in-game losses caused by issues on their end. Even free ones, let alone ones with payed subscription. So i can either play and loose gear to disconnects, or not play and loose my premium time. Nice.
      like i mention many time everywhere. player do come from game that offer compensation, though those game dont need to offer compensation, they do it because of the "we care for our community", however, things are very different in albion online.. long ago there was rollback to issue these compensation....

      these roll back affected the good player and the bad player, and ill different the word right now

      goodplayer : gathering, no death no lag, gather for 20minute.. *rollback* everything they did is now gone

      badplayer: pvping. doing stuff in red zone, dies because of the ddos or whole server lag and crash, roll back , gets their stuff back...

      since alot of player complain they can't play the game cause they just wasting time on the rollback. they [sbi] now hasn't done a rollback in a long long time......

      please make sure that the word goodplayerand badplayer is being use as a different term vs it's actual term... im just showing what i mean by it....

      you won't get compensated, im sorry T_T
      goo.gl/xPMhXU
      goo.gl/GK4CMs
      Random dungeon https://bit.ly/2L5TxnS
      Outnumber https://bit.ly/2YEU56n
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      HGguidance https://bit.ly/2Ymu1gs
    • Player112 wrote:

      They must have done something to attract this much DDOS. None of the other games I played was ever DDOS'ed. UO, WOW, POE, WOT, Drakensang, Tetris, Missile Command, etc, etc.
      yes, SBI denied gold sellers.

      Finalhecate wrote:

      long ago there was rollback to issue these compensation....
      yes long long long ago, so far back SBI never wants to repeat it because its such a bad idea
    • owensssss wrote:

      Player112 wrote:

      They must have done something to attract this much DDOS. None of the other games I played was ever DDOS'ed. UO, WOW, POE, WOT, Drakensang, Tetris, Missile Command, etc, etc.
      yes, SBI denied gold sellers.

      Finalhecate wrote:

      long ago there was rollback to issue these compensation....
      yes long long long ago, so far back SBI never wants to repeat it because its such a bad idea
      correct i should know. i lost alot of progress from my hide and 5.3 hide as well... so yeah they will not make that mistake again.... just telling him how shiz was back then
      goo.gl/xPMhXU
      goo.gl/GK4CMs
      Random dungeon https://bit.ly/2L5TxnS
      Outnumber https://bit.ly/2YEU56n
      Arena https://bit.ly/2ZKD3or
      Hudini: https://bit.ly/2XTonBI
      HGguidance https://bit.ly/2Ymu1gs
    • Xwave wrote:

      I lost time, premium days and expensive gear due to server lag.
      Are you seriously saying that i shouldn't get my gear and premium time back?

      Do you feel like that's a fair customer treatment?

      Literally every game i played offered compensations for in-game losses caused by issues on their end. Even free ones, let alone ones with payed subscription. So i can either play and loose gear to disconnects, or not play and loose my premium time. Nice.
      honestly once the issues are resolved I wouldn't be surprised if SBI offer some premium time as compensation, iirc they did it around launch .

      It won't be on a case by case basis though it will just happen .

      That said please don't take this as any sort of confirmation that it will happen, just stating what happened before
    • SBI had a problem with population
      after 2 years and go for F2P SBI again start has a problem with population
      SBI had problem with gold sellers and DDOS
      now again SBI has a problem with gold sellers and DDOS

      But this should be SBI problem not players(customers) problem.

      Patient and understanding is good but everything has its limits.

      SBI start this game and totally screw so population move down
      SBI start F2P and screw again
    • assassinBK wrote:

      SBI had a problem with population
      after 2 years and go for F2P SBI again start has a problem with population
      SBI had problem with gold sellers and DDOS
      now again SBI has a problem with gold sellers and DDOS

      But this should be SBI problem not players(customers) problem.

      Patient and understanding is good but everything has its limits.

      SBI start this game and totally screw so population move down
      SBI start F2P and screw again
      Funny part is on discord i called all of this out.... "What if what happen before happends again"

      we are going free to play, did they make sure they increase server capacity etc before this happen?
      did they make sure they had a better contractor that avoids ddos for i dont know a small fee or a mid fee?

      List of the The [b]Best DDoS Protection Services of 2019[/b]



      Oh well, it is what it is... XD
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      goo.gl/GK4CMs
      Random dungeon https://bit.ly/2L5TxnS
      Outnumber https://bit.ly/2YEU56n
      Arena https://bit.ly/2ZKD3or
      Hudini: https://bit.ly/2XTonBI
      HGguidance https://bit.ly/2Ymu1gs
    • I feel the Si Should have rewarded the whole server a small gold bonus for down time or when weird stuff happen like this. you don't need to get your stuff back because it's not completely their fault. apparently there were DDoS attacks and a lot of us were frustrated all week unable yo play our favorite game. I lost a lot of items resources, I spent hours on just to be robbed by back room server problems. im still a little salty, 10-100 gold wouldn't hurt to remedy this little cut to the legs we just got.

      either way you feel about this situation. your in good hands. isn't that right SBi?

      The post was edited 1 time, last by InvaderXyn ().

    • Just incase


      § 16 Liability

      16.1 Sandbox Interactive is liable according to the statutory provisions under the applicable law for damages of Users caused by intentional or grossly negligent conduct by Sandbox Interactive or its vicarious agents (Erfüllungsgehilfen) and for personal injury and damages according to the German Product Liability Act (Produkthaftungsgesetz).
      16.2 In all other cases, Sandbox Interactive‘s liability for damages – irrespective of the legal grounds – shall be limited as stipulated in the provisions below unless a guarantee accepted by Sandbox Interactive says otherwise:
      16.2.1 Sandbox Interactive shall only be liable for damages caused by slight negligence to the extent that such damages result from violating essential contractual obligations (cardinal duties, Kardinalpflichten), i.e. such obligations whose fulfillment is a prerequisite for properly fulfilling the Agreement and which Users may normally expect. Accordingly, insofar as Sandbox Interactive is liable for slight negligence, Sandbox Interactive liability shall be limited to the typically foreseeable damage.
      16.2.2 Sandbox Interactive’s liability for damages caused by loss of data and/or programs due to slight negligence is limited to the typical cost of restoration, which would have been incurred in case of regular and appropriate data backup by the Users.
      16.3 The provisions of the above paragraph 15.2 apply accordingly to a limitation of the obligation to indemnify for futile expenses (section 284 German Civil Code).
      16.4 The above limitations of liability apply in favor of Sandbox Interactive’s vicarious agents (Erfüllungsgehilfen) as well.
      16.5 Sandbox Interactive is not liable for costs incurred by the Users for services which are expressly not offered by Sandbox Interactive, in particular costs for data transfer to or from the Users’ mobile devices.
      16.6 The parties agree that insofar as the providing of the Services can be considered a lease contract under German civil law, Sandbox Interactive shall not be liable according to section 536a subsection 1 of the German Civil Code, and this statutory provision shall not be applicable (meaning: no warranty without culpability for defects present from the outset).


      also..

      forum.albiononline.com/index.p…ys-Compensation/?pageNo=1 dejavuuu!


      HOWEVER!!! there is hope

      forum.albiononline.com/index.p…nd-Compensation/?pageNo=1


      Update on Server Issues and Compensation

      Jul 31st 2017+166 <- I MAKE THIS BIG INCASE NO ONE SEE IT AND CONFUSE IT FOR MAY LOL
      Hi all,

      in this post we will give you a breakdown of the current server issues and how we are going to address them.

      In general, the underlying reason for the server issues is that the number of players we are seeing since launch has far far exceeded all of our forecasts. To give you an idea, our number of online users since launch has often exceeded those of EVE Online. This came as a total surprise to us, in particular taking into account that in Eve a part of the online users are afk and another part is on free 2 play accounts.

      Due to being a single shard game, meaning that everybody is part of the same game world, we face some unique challenges to adjust to the new situation. Having said that, we are very confident that all of the issues we currently have can be fixed, and it won't be long before we see significant improvements.

      1) Specific zones being overcrowded

      Problem: There is a hard technical limit to how many players can be in a single zone, and this limit does not depend on the type of hardware used. It has to do with the fact that the information the server has to processes grows exponentially with player numbers. Many of you will know the wheat and chessboard problem, it's similar to that. This can not be overcome by better hardware (we already use the best available) or more servers, as the amount of information stays the same. (to use a poor analogy: if you traveled back in time 20 years with a copy of Overwatch, you could not run it, even if you used the combined power of 1.000 PCs from back then)

      Solution: The short term solution is splitting overcrowded areas into multiple smaller ones, similar to how we have put the market and bank in Caerleon into their own mini-zones. The mid term solution is to have an instancing system for the market place of towns (i.e. only the center, and only for NPC buildings there) while leaving all the player made buildings in cities strictly non-instanced. In essence, the end result would be a much cleaner, better looking and more scalable overcrowded mode.

      2) Lag in large scale fights

      Problem: There is a hard technical limit to how many players can take part in a single fight without lag happening, in particular given that Albion's combat system is quite action based, with lots of things happening and spells being cast at the same time. No game in the world can exceed this limit, and how high it is largely depends on how fast paced and varied your combat is.

      Solution: Our combat performance in itself has not yet hit the hard technical limit. Through optimizations, we expect to push up the number of players who can take part in a fight without serious lag. Having said that, such a limit will always exist, again, having to do with the fact that information to be processed grows exponentially with player numbers. The solution to this problem is a strategy that we are already using successfully: we need to make sure that there are enough valid PvP targets at any point of time such that it is not economically worth it to send all your players to 1 spot (as they'd have to split the reward between them). In particular, this means that PvP objectives such as castles, chests, world bosses, etc will happen more often, and the times at which they happen will be more synchronized across the different Outland and royal regions.


      3) Server reboots

      Problem: Our main database is based on Apache Cassandra, designed to handle tons and tons of data in real time. It generally runs smoothly, and even at peak hours, only uses around 20% of its capacity. However, in irregular intervals, we are seeing spikes that last for a few minutes, and that then cause the current blackscreen and de-sync issues between individual zones and the main database, forcing us to reboot the servers.

      Solution: We have now established a direct contact with Apache Cassandra developers in order to identify and fix the current database issue. In principle, the database is more than able to cope, we just have to find out what's causing the current problems on a technical level.


      4) Compensation

      Many of you are rightfully upset and angry about the server issues post-launch. We would like to apologize for this and can assure you that everybody in our team is fully dedicated to fix them as soon as possible - our consumption of coffee certainly has increased by a factor of 10, and we have already signed up our lead programmers for the cast of the next season of The Walking Dead as they'd be able to play the zombie roles without needing any make-up. Joking aside: Everybody who has played between release and today will be compensated with an additional 7 days of premium time. In the unlikely case that we do not improve the server situation over the next 2 weeks, additional compensation will be awarded.

      Thanks for your patience and ongoing support!

      i really miss this guy because of the red joke letters. awww BER :)
      goo.gl/xPMhXU
      goo.gl/GK4CMs
      Random dungeon https://bit.ly/2L5TxnS
      Outnumber https://bit.ly/2YEU56n
      Arena https://bit.ly/2ZKD3or
      Hudini: https://bit.ly/2XTonBI
      HGguidance https://bit.ly/2Ymu1gs