Servers down and can't make my formation team. Who's responsible for this?

[casper™]

First of all thank all members opinions and suggestions given on the topic here and thank You MDKII for your reply, As you seen and if You read this, I've open a ticket to Support team, until now with no success (see point #3).

Lets see the important points that I want to be enlightened.

#1 - No player should have a plan B if there is a crash of the servers, if I buy tokens I paid for everything goes well, the money is not only to pay the salary but also to ensure no break in game servers and maintenance.

#2 - The only plan B that I and all the other players must have is, that if there a failure connection on the Internet, we must have an alternative access to the game, in my case from the app via mobile phone and a good 3G connection.

#3 - I opened a ticket on technical support Nordeus and so far with a unsuccessfully response, I believe that only respond during the weekdays, so I'll wait until Monday for a response from them.

#4 - If the servers are down and I repeat again, Nordeus must take responsibility for that and I hope they regard this case to review such situations.

#5 - I spent two tokens to change the game time, hopefully at least return me tokens, and I want a re-match with the team that I've a draw with. This last part I understand, Nordeus will not satisfy my request.

#6 - I expect to be dealing with a serious company with men and not children. As I said in a previous post, I did not spend even one or two euros on this game, so I want this subject be treated with the utmost seriousness by the Nordeus company.

#7 - Until this problem is totally solved or there exits an official answer from Nordeus, I'll not spend any more money in the game and I'll jump this topic up every day.

Regards to all.

Quick update.

Open a ticket in support on Friday, 7 messages sent and only 1 single reply by the support.

She does not understand that the game had been on Friday night (when the servers were down), and she told me there had been no crash on the servers on Saturday. What a great news...

I've tryed to made to understand that the servers were down on Friday and not Saturday, and my game had been in that day at 23:30 and I just can loggin into the game ~ 23:34 (almost in the end of the game).

Not getting any more replies today since 10:30 AM.

This is the kind of support that Nordeus has to offer at the players who pay to play. If I do not have a concrete answer in the next hours I will have to try a different approach, even if it costs me being banned from the game and lose the money that I've have spent with them.

[cracicot]

Quick update.

Open a ticket in support on Friday, 7 messages sent and only 1 single reply by the support.

She does not understand that the game had been on Friday night (when the servers were down), and she told me there had been no crash on the servers on Saturday. What a great news...

I've tryed to made to understand that the servers were down on Friday and not Saturday, and my game had been in that day at 23:30 and I just can loggin into the game ~ 23:34 (almost in the end of the game).

Not getting any more replies today since 10:30 AM.

This is the kind of support that Nordeus has to offer at the players who pay to play. If I do not have a concrete answer in the next hours I will have to try a different approach, even if it costs me being banned from the game and lose the money that I've have spent with them.

As a person with much technical support experience, I would have to say that if a server goes down for any reason, the company owning the servers has to have a plan for compensation should any customers lose anything of value.

that being said, losing a game where you were winning before the servers went down, would not be considered a monetary loss...Unless you moved the game and used 2 tokens to do so. tokens = real money. Therefore, this would constitute a monetary loss and be eligible for compensation (I am also a paralegal).

As a Database Admin myself, I find it hard to believe that the servers went down unless it was for daily maintenance. That poses another problem: why would Nordeus allow you to change the game time to a time where the servers will be down. That is just pure stupidity for the most part. This is an easy programming change to not allow game times to be changed to times between certain hours. Does this happen? I dont know, but I have heard this complaint a few times.

Again, as a DBA, I know that they have the information of all login attempts, successful and failed. They would be able to prove whether you were in the game, trying to get in, or not online. A very easy thing to find out.

At the end of the day, Nordeus owes you 2 tokens if you changed the time. Nordeus does not have to change the game results.

[casper™]

As a person with much technical support experience, I would have to say that if a server goes down for any reason, the company owning the servers has to have a plan for compensation should any customers lose anything of value.

that being said, losing a game where you were winning before the servers went down, would not be considered a monetary loss...Unless you moved the game and used 2 tokens to do so. tokens = real money. Therefore, this would constitute a monetary loss and be eligible for compensation (I am also a paralegal).

As a Database Admin myself, I find it hard to believe that the servers went down unless it was for daily maintenance. That poses another problem: why would Nordeus allow you to change the game time to a time where the servers will be down. That is just pure stupidity for the most part. This is an easy programming change to not allow game times to be changed to times between certain hours. Does this happen? I dont know, but I have heard this complaint a few times.

Again, as a DBA, I know that they have the information of all login attempts, successful and failed. They would be able to prove whether you were in the game, trying to get in, or not online. A very easy thing to find out.

At the end of the day, Nordeus owes you 2 tokens if you changed the time. Nordeus does not have to change the game results.

Thank You for your post, cracicot.

Let me put the last reply I've received from support:

Hello, Ricardo,

Thank you for contacting us.

We are sorry that you have faced this situation. Unfortunately, the connection to the server was interrupted during the game.

We are constantly improving this aspect of the game, the Games Live. Our developers are already working on it, so that this problem does not happen again.

Thank you for understanding.

Feel free to contact any time.

Sincerely,
Customer Service Top Eleven

By other words. They admit that the servers were down during the game (and the time I said), but I have no right to receive any compensation for their failure.

That's fine for me, no more money to Nordeus. I do not deal with this kind of people, the Nordeus policy sucks and they lost one customer.

Regards to all and stay fine.