Bug Compensation Procedures?

[Cleric999]

- How does a player request compensation for being adversely affected by a bug?
- What are examples of bugs that players have been adversely affected
by which Turbine provides compensation for?
- Why are pre-written replies sent to players who report being adversely affected by a bug in-game to fill out a bug report form when that bug report form states that the player will not receive a response to it? Makes a very bad impression to paying customers.

[AcesRHigh]

- Why are pre-written replies sent to players who report being adversely affected by a bug in-game to fill out a bug report form when that bug report form states that the player will not receive a response to it? Makes a very bad impression to paying customers.

Exactly the point in my post. "Fill out a bug report" does not solve the immediate problem. I understand that it gives someone an understanding of what needs to be fixed in the future, but that doesn't help me. I'm looking forward to a reply.

[donfilibuster]

- How does a player request compensation for being adversely affected by a bug?
- What are examples of bugs that players have been adversely affected
by which Turbine provides compensation for?
- Why are pre-written replies sent to players who report being adversely affected by a bug in-game to fill out a bug report form when that bug report form states that the player will not receive a response to it? Makes a very bad impression to paying customers.

Depends, in general there's no refunds or compensation on anything lost because of a bug issue, be it items or time.
Furthermore, you are expected to fill out the bug report as part of the bug solving process, if you ever want to see it fixed.

When the store fails to deliver you are automatically refunded, if not you may open a ticket with account support and they can refund or deliver it manually.
Purchases are final, so issues that occur once you get the item are not covered, such as bugs with armor kits.

Cases where turbine provide compensation has been mostly when there's a massive issue.
e.g. that one time when mail was not showing the attached items they had to fish em out of the database and resend all the mail for everyone.

Older players can be quick to mention there has been refunds or compensation in the past, but that seems to be on the pre-f2p era.
Everyone was a subscriber so they had a different policy, but as of f2p the EULA rules out all compensation.

As for the replies to bug reports, those would be better than nothing and fairly welcome.
Of four replies i have got, three are just acknowledging receipt, and one adding it was lag related.
That one had a link to actual tech support, but being a case of 'lag hour' is not something i could troubleshoot.

Now there's no clear way for new players to figure out the support processes.
The GM ticket has little text beyond listing the available categories, it doesn't say they won't fix bugs for you.
Players sometimes come to these forums to complain the GM has not been helpful when they are mostly informative.
If there's an issue it helps to ask first, to the GM, in chat or in the forum, since someone is bound to know something.

The GM then directs you to open a bug report, which does say you won't get a reply nor a fix.
Yet it is fairly important to do since without it the bug won't move up the priority queue.
In the case of the lag monster, if people is careful and aware no one would lose items but reports won't be sent either.
It thus helps to spread the word on new issues so people not only avoids them but also test them and confirm.

Finally, there's the 'known issues' list, which has the issues that you need not report anymore.
If you report a bug and get the acknowledge it doesn't mean it'd go into the known issues.
An unknown issue just means you got to keep sending those reports, once they have enough it may make the list.
Yet some people believe it is a bad thing for an issue to be in the list, because then it may not be fixed anytime soon.
It has effectively been looked at, and postponed. It is seemingly better to make threads about it right after the update or patch that introduced them, because the QA devs would be actively looking for feedback and people can confirm and send the bug reports.

[AcesRHigh]

So you're basically saying, they want US to help THEM by submitting bug reports so they fix their problems, but THEY won't help US? I'm sorry, but I fail to see the logic behind this. I wonder if Warner Bros, Hasbro, and other backers really know about all this. If I owned a company and saw the amount of "just give up" type responses I see in the forums and the complete lack of faith that customers have in their system, I'd definitely be trying to figure out a solution or pulling my money out.

I was really looking forward to TRing and going VIP this month, so I'm hoping you're wrong and that they really aren't as bad as people seem to make it out to be. DDO has a lot of potential, but from someone who has been in the customer service field for a number of years, companies thrive on their loyal and new customers. When you tell someone "Go write a bug report, we can't help you, but you can help us" people will not stick around. I'd rather put my $15 a month back into wow where I know I'll get support even if it is my own fault, but ESPECIALLY if it was the game's fault. To be completely honest, I've had better experiences with completely free games...

[donfilibuster]

So you're basically saying, they want US to help THEM by submitting bug reports so they fix their problems, but THEY won't help US? I'm sorry, but I fail to see the logic behind this. I wonder if Warner Bros, Hasbro, and other backers really know about all this. If I owned a company and saw the amount of "just give up" type responses I see in the forums and the complete lack of faith that customers have in their system, I'd definitely be trying to figure out a solution or pulling my money out.

Hasbro may be clean, they just provide on the license they got from WotC.
Warner Bros might have put up a blind eye in order to gain ground, and likely not intending to pay for a revamp.
Atari is surely the one responsible, they paid to build DDO the way it is and very well intended to pull the plug upon seeing if it'd sail or sink.
So it is all now into Turbine's shoulders to keep the show running, so yes, we need QA to be WAI.
At least the dev tracker shows there's recent work on that area.