An Apology to Our Players Using NA/EU Data Centers :: Final Fantasy XIV (FFXIV, FF14)

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#27 Aug 26 2013 at 7:03 AM Rating: Excellent

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FilthMcNasty wrote:

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This is the issue, this is what we're going to do to fix it and it's going to take approximately this long.

^ This is what people wanted to hear.

Thing is, we're still in the dark. You don't know any more about what they're doing now than you did before you read the statement. You still know that your patience is appreciated and that they value your cooperation. How far is that going to take you when you're sitting in front of your PC or PS3 spending most of the time you had planned to use leveling up with friends, exploring or just kicking back to hook a few fish and chat with your GC; staring at a black screen with an error message while mashing the enter button? I don't imagine that it will take you very far.

I have quite a lot of patience. What I don't have is a lot of time to burn, especially when it's time I'm being asked to pay for.

I'm going to assume you've never worked in the IT field. Any answer they could give like the one you want would be completely lieing. Simply, they don't know. You don't just buy more hardware and plug it into live environments and hope. You have to test it (and although people assume they aren't doing any testing, they are). You have to make sure your scaling programs work in a non-live environment.

I know many many people pre-ordered between P3 and P4. They couldn't use those pre-order numbers to anticipate demand and have more hardware ready to go.

This is frustrating for people, myself included, but the answer you want them to give is not one that is possible. They could use the Scotty principle and say "we should be good in about 2 weeks" and be ready next week, but would you be happy if they told you two weeks? What if they said "ready in two days" and it takes three? This is the best answer they can give.

Edited, Aug 26th 2013 9:03am by Edalya

Edited, Aug 26th 2013 9:04am by Edalya

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#28 Aug 26 2013 at 7:06 AM Rating: Good

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I just want to know if this log in lottery is a permanent thing.

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#29 Aug 26 2013 at 7:07 AM Rating: Default

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I would have liked to have seen a mention of a queue or auto logout....not another "sincere" apology.....

How can they still not have either of these??? Unacceptable.

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#30 Aug 26 2013 at 7:09 AM Rating: Excellent

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Refews wrote:

NightAngel316 wrote:

I feel like they could really help server congestion if they'd start kicking off people who leave their characters logged in to avoid having to relog in after work. Kick any character out who hasn't made any key entry in over an hour, make this a staple feature until server populations have died down to the point they can handle without it.

20 minutes. Hour is way too long.

I am concerned that there has been no mention of increasing capacity, only gating players from entry. What I am basically hearing from the translation is, "there are too many of you, so until players on the server log out, you can't log in."

I still want to punch whoever at the cable company cycled my internet access for 10 minutes at 3pm on Sunday, forcing me to spend two hours to log back in. I do agree that the idlers need to be booted. I log off like a responsible citizen, so should they.

Refews wrote:

I'll be forced to create a catgirl on a JP server.

Edited, Aug 26th 2013 8:10am by Valkayree

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#31 Aug 26 2013 at 7:16 AM Rating: Excellent

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"Although we have successfully addressed a number of serious issues in the past several days, we have nevertheless decided to implement login restrictions for the time being due to the extremely heavy load being placed upon the servers"

This tells me that this is a temporary fix until they figure what they're going to do. I don't mind waiting some to get into the game. My problem is that you always don't go into a "q" when you try to log in. Put me into a q, I don't care if I'm 1000 on this list as long as I don't have to keep clicking my character then the start button every time to see if I can enter the game.

Edited, Aug 26th 2013 9:17am by Looking4u

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#32 Aug 26 2013 at 7:19 AM Rating: Decent

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Montsegurnephcreep wrote:

KarlHungis wrote:

It would be nice to hear what they're doing to ensure that players will be able to log in in the future, and how long that will take.

Well once they get over that initial 2 week hump, the subs will start and you can assume a small decline. Add to that students back in school, and some folk off summer vacation, things should start to settle. I know it's a crappy answer, but I think patience is key. Weekends might be a sticky point for awhile though.

The way Killua and pals have been talking, you'd think they would all be gone since this is SO awful, allowing us to login. But no, they're still here like a bunck of ravaging crack heads. Guess it really is the minority that's vocal.

Only thing is bud if they start charging anyone a dime for this until issues like this are resolved they are gonna lose just as many as they did in 1.0. lol

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#33 Aug 26 2013 at 7:29 AM Rating: Decent

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These problems most likely wouldn't have been an issue if they had done a true beta test.

I was one of the testers early on and it drove me insane that they only did a friday-saturday-part-of-sunday thing, then dropped out and may-or-may-not have done one the following weekend if you were lucky and bothered to keep track.

A beta test should be an ongoing "continuously running" event through a fairly lengthy and robust phase before moving to another phase, these were so short that by the time I would get home, get things sorted on friday night, download updates (or a whole copy of the game in the case of my ps3 trial), and set up to go it wasn't even worth the time because you'd barely make it to level 14 or so in an evening and then it's time to take on family responsibilities. When you break a phase there and reset a character, you get even less people returning for the next phase... so really their beta test didn't include much for a true "stress test" on the servers, so I think the vast majority of people who actually played MMO's in the past saw this coming a long time ago.

Wait until the first few unhappy groups get pissed and schedule a DDOS on their login servers... it's not going to be pretty.

Edited, Aug 26th 2013 9:30am by FUJILIVES

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#34 Aug 26 2013 at 7:32 AM Rating: Default

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Is this the second or third apology? How many are you allowed to give a company?

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#35 Aug 26 2013 at 7:34 AM Rating: Excellent

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Mopdaddy wrote:

Is this the second or third apology? How many are you allowed to give a company?

16 years worth, and it must be working because you people are still shoveling money in their direction.

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#36 Aug 26 2013 at 7:47 AM Rating: Decent

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I am glad an apology was issued its a step in the right direction, But it's the smallest step they could take.

Since SE is a fan of not doing their utmost to resolve any issues and almost getting it right, I'm sure they will be fine if when entering my credit details to pay them I almost get my billing details right and when they contact me to ask "WTF" I don't respond for a few days and act like their isn't an issue. Then I will write back to them sincerely apologize correct my details so the payment can go through but then change those detail back to the wrong ones.

The next month when they contact me again I will reply with:

"I deeply apologize for this but I seem to have given you the wrong details again, I would change it so you can get paid but I'm really in nano rush to honor our agreement right now but do feel free to enter different combinations of credit card numbers till you find mine, hopefully soon I will get my act together, pull out my credit card and enter the correct number... But you're fine spamming that payment until it goes through right?"

Edited, Aug 26th 2013 9:48am by FlogginaDeadHorse

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#37 Aug 26 2013 at 7:48 AM Rating: Excellent

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Edalya wrote:

This is frustrating for people, myself included, but the answer you want them to give is not one that is possible. They could use the Scotty principle and say "we should be good in about 2 weeks" and be ready next week, but would you be happy if they told you two weeks? What if they said "ready in two days" and it takes three? This is the best answer they can give.

The roadmap is probably the single largest contribution to people sticking around XIV 1.0 to even see it come this far. I don't think people really give a damn whether or not it's done early or late, they just want to hear that there is a plan. The game released 3 years ago. I hardly think a day or a month matters at this point.

This does not end well...

Edited, Aug 26th 2013 10:01am by FilthMcNasty

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#38 Aug 26 2013 at 7:48 AM Rating: Good

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I would be perfectly fine with this if they 1) had an idle log out system, and 2) if the queue always came up when the servers are too full.

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#39 Aug 26 2013 at 7:56 AM Rating: Decent

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Westyle wrote:

I just want to know if this log in lottery is a permanent thing.

you've got to be kidding

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#40 Aug 26 2013 at 8:04 AM Rating: Excellent

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Whelp.

If this is where they're at and assuming even more people are going to want to play tomorrow, Filth is right it sucks to be us.

I would have hoped that instead of playing a war of attrition with the player base SE would have temporarily rented some more servers (although I really at this point i have no idea what I'm talking about)

I can see however, if these problems extend through the week, possibly a free month out of this...maybe...

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#41 Aug 26 2013 at 8:05 AM Rating: Good

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I laugh a little to myself hearing people outside SE comment and theory craft on what they should/could do in the situation. I won't do so because I got no business telling them, or anyone else on how to go about things. I'd say I've been able to play over 80% of my time in EA without issue (on Rag Legacy EU server) and I feel for those that have had less success trying to play. I came into EA knowing there would be issues to some capacity, and I have been surprised with how well it's been working as it is. Props to Yoshida and his team on keeping it afloat as best as possible until they get it hammered out permanently. I do hope for their sake, that what ever they do, the issues will not drive away too much of their subscribers. First impressions and all that.

But just know they will get worked out. And when it does, enjoy the game!

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#42 Aug 26 2013 at 8:09 AM Rating: Default

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Swiftskye wrote:

Owning up is all that really matters. As the age-old saying goes: "Only real men take responsibility for their actions."

Kudos, SE.

They only owned up to part of the issue.
There are those people who accounts are screwed up and cant even get on.
They should have had support open this weekend to help solve those issues. There should have been extended hours for launch too and before launch. There should be 24/7 right now to help people

Magilicotti wrote:

I laugh a little to myself hearing people outside SE comment and theory craft on what they should/could do in the situation. I won't do so because I got no business telling them, or anyone else on how to go about things. I'd say I've been able to play over 80% of my time in EA without issue (on Rag Legacy EU server) and I feel for those that have had less success trying to play. I came into EA knowing there would be issues to some capacity, and I have been surprised with how well it's been working as it is. Props to Yoshida and his team on keeping it afloat as best as possible until they get it hammered out permanently. I do hope for their sake, that what ever they do, the issues will not drive away too much of their subscribers. First impressions and all that.

But just know they will get worked out. And when it does, enjoy the game!

Really you are surprised how well its working. For some of it does not even work at all. A good launch huh a company who is no stranger to mmos and this is a good launch.

We cant say how they should run the this. We are the customer and have every right to tell them how they should run things.. Tesee my girlfriend has lost her total character right now and she tried so hard to get too 20 because she has family issues and had to leave for a few weeks and now her character is gone. she also lost all her early access stuff, she now can have her original character name because it is still on the world and she is now stuck on a totally different world than me.

We dont need apologies we need action. Open up the phone lines and hire more support for now.

Got to wonder why SE is loosing hundreds of millions of dollars.

Yep me and Tesee discussed giving up.. I cant get a hold of support to bring her character back and do not want to be on the phone for hours. Thinking about giving up gaming till elder scrolls online comes out or quit all together. This has put such a bad taste in my mouth. I cancelled something on Sunday to play and never got on.

Edited, Aug 26th 2013 10:24am by Nashred

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#43 Aug 26 2013 at 8:18 AM Rating: Excellent

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NightAngel316 wrote:

I feel like they could really help server congestion if they'd start kicking off people who leave their characters logged in to avoid having to relog in after work. Kick any character out who hasn't made any key entry in over an hour, make this a staple feature until server populations have died down to the point they can handle without it.

Sound strategy... time to implement that ;)

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#44 Aug 26 2013 at 8:25 AM Rating: Excellent

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Maybe it's just me, but I think this apology was poorly timed... SE should have waited until they had actionable solutions to share with us.

"I'm sorry, but these unacceptable circumstances are just going to continue for the time being" isn't really much of an apology.

"I'm sorry, but these login restrictions are likely going to be in place for another two weeks" sucks to hear, but is a much better apology, because there's actually a hint of a solution to go along with the apology.

Perhaps SE just doesn't want the bad PR so close to launch, and that's why we're not getting a definitive answer... in which case, this could get pretty ugly. Better to bite the bullet now, than continue to **** off potential customers with queueless login restrictions.

It will be interesting to see how this all unfolds... but after seeing this apology, I'm raising the threat level from yellow to orange.

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#45 Aug 26 2013 at 8:28 AM Rating: Good

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lolgaxe wrote:

Mopdaddy wrote:

Is this the second or third apology? How many are you allowed to give a company?

16 years worth, and it must be working because you people are still shoveling money in their direction.

An apology is better than no response at all. Sega of North America, for instance, has completely abandoned its fans. I played PSO and then PSU religiously, and now with PSO2 in full force in Japan, I am left to wonder if ever, whenever, the game will come to U.S. shores. It was infinitely delayed, no reason, no explanation, and no apology. We could be dealing with that scenario.

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#46 Aug 26 2013 at 8:33 AM Rating: Excellent

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SE has definitely gotten better at communicating, but the next lesson is learning when unpleasant information is more valuable than just saying "I'm sorry."

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#47 Aug 26 2013 at 8:36 AM Rating: Good

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Thayos wrote:

"I'm sorry, but these unacceptable circumstances are just going to continue for the time being" isn't really much of an apology.

I agree with everything they have done except for locking out the servers to first come first serve without first booting the extended idlers. Why allow so many to be on one server to begin with? Could't they extend the capacity of these servers, or are they waiting for those 180 day subscriptions to pour in and the freeloaders to fall off so they can afford to buy more capacity? I'm no networking specialist, but the situation can't be solved by adding more servers; the problem here is that they have added more characters to the individual servers than the servers could support, and without extra memory capacity (or whatever else kind of upgrades they would need) I don't see the problem going away.

And have you seen the statistics on Japan's Tonberry? 70% of the population is on that server. Why hasn't that crashed? Apparantly it is possible to have a server big enough to hold that many people.

With all that said, it is still acceptable at this point. I have no reason to complain about something I have received for free. Now when I start paying, I better damn well be able to log in when I want Smiley: nod

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#48 Aug 26 2013 at 8:40 AM Rating: Excellent

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Thayos wrote:

Maybe it's just me, but I think this apology was poorly timed... SE should have waited until they had actionable solutions to share with us.

"I'm sorry, but these unacceptable circumstances are just going to continue for the time being" isn't really much of an apology.

"I'm sorry, but these login restrictions are likely going to be in place for another two weeks" sucks to hear, but is a much better apology, because there's actually a hint of a solution to go along with the apology.

Perhaps SE just doesn't want the bad PR so close to launch, and that's why we're not getting a definitive answer... in which case, this could get pretty ugly. Better to bite the bullet now, than continue to **** off potential customers with queueless login restrictions.

It will be interesting to see how this all unfolds... but after seeing this apology, I'm raising the threat level from yellow to orange.

I agree, this "apology" has done nothing to alleviate my fears of this becoming a worse disaster than the 1.0 launch. On top of that, I think that because of the 1.0 launch, people are not going to be as forgiving when it comes to all of these errors that we have experianced so far in EA if they carry over into the official launch. I hope I am wrong and the the launch goes smoothly but with what I am seeing so far...

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#49 Aug 26 2013 at 8:41 AM Rating: Decent

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EU/NA servers still down?

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#50 Aug 26 2013 at 8:42 AM Rating: Excellent

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I agree, mostly, that all is acceptable until tomorrow... But then, many things become serious problems. SE really has one more day to get this ship ready to sail.

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#51 Aug 26 2013 at 8:47 AM Rating: Decent

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Its like I said a delay would have been better than angering half your fan base. I wanted too use a stronger word there. Delay and have a good launch. have a launch so we all can play together and start together. no one has a stress test 1 week before launch. People are angry when they paid for the game and other people play and they cant.

I still say they are rushing this game do too money issues. Why else dont they have more support?. Why else are they rushing the game out the door?

Every minute they dont reply to my service ticket I get more angry.

This is a really fun and good game, but allot of good games fail.

Edited, Aug 26th 2013 10:53am by Nashred

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An Apology to Our Players Using NA/EU Data CentersFollow