Requesting a free month. Please?

[Xtrasweettea]

If you complain to your ISP about intermittent connectivity, especially due to their infrastructure problems, you will usually be compensated with free month(s) of service. Please do not shill for corporations.

I do Service Level Agreement customization and costing as a Subject Matter Expert for a living for an ISP. I know what I am talking about.

If you complain to your ISP about intermittent connectivity, and there is proof it is caused by their infrastructure, you could be compensated. That is their choice to do so in order to keep you quiet and and as a customer for a bit longer. If you didn't contract any SLAs prior to contracting, you don't get a credit usually.

Here is the reality: SE more-than-likely doesn't own nor manage any of the equipment that the DDOS actually attacks (routers, switches, network lines, etc.). SE more-than-likely has contracted ownership and management of network devices to an ISP, or the Datacenter company that SE rents the servers from has contracted the network device ownership and management to an ISP. In reality, SE or the Datacenter company should be owed credits from the ISP for not protecting them adequately during the DDOS.

I can shill for whoever I want by the way. Who are you do tell me who I cannot shill for?

[Tint]

If you complain to your ISP about intermittent connectivity, especially due to their infrastructure problems, you will usually be compensated with free month(s) of service. Please do not shill for corporations.

I had no internet for one week and I just got a postcard wich said that they are sorry xD

[Xtrasweettea]

So whatever happens I have to agree to get my free time get sucked in?

You agreed to that when you clicked on that agreement to the TOS.

If you want SE to do something, try to get SE to upgrade the network security. Though, SE more-than-likely doesn't even own nor manage any of the network equipment, they just pay for traffic to go through them and have someone else (usually an ISP) to do the management and ownership.

SE will need to push for whoever owns and/or manages the network equipment to upgrade the equipment, since it will be hurting their bottom line.

Though, you are free to go to customer service and see if you can get something. If Chaos is that bad, SE may do something out of the goodness of their heart. At least push back housing demolition.

[MonsieurMoodle]

I had no internet for one week and I just got a postcard wich said that they are sorry xD

Its exactly what I was talking about. Respect. Okay they didnt gave you your money back, but atleast even if its kinda useless its a nice move from your provider xD

[Ceridwenae]

Very little will likely happen, unfortunately.

MMO's are lagging behind when it comes to customer care and public relations. Last month I ordered some items from a luxury supermarket so I could host a dinner party. A couple of the items were not in stock and the terms of service stated that they would be replaced with something equivalent to their value and as similar as possible to the original product. When I went to the store to pick up my order they had replaced things sufficiently, yet they apologised and also threw in a free bottle of wine and a box of chocolates as compensation. They didn't need to do it, yet it was a pleasant gesture.

As far as FFXIV is concerned...service has been interrupted for a great many players. Plans have been disrupted. Progress has been lost. Compensation isn't owed due to the wording of the terms of service but it would be a lovely gesture for an in-game item to be sent to every player as a little 'thank you' for sticking with the game even during turbulent times. It'd do wonders for PR if nothing else.

I used to work for a telecoms company in the complaints department. There'd often be credits to accounts under the "Gesture of Good Will" policy - in short, the company would cough up some cash when the complaint was valid, even if the company was not be directly reponsible, in addition to our written or spoken apologies for inconvenience. For example, they provided an internet service, rented from a larger provider. When said larger provider's servers fell down and couldn't get up, the customers of the company I worked for had no service either. We reimbursed them for the inconvenience. The company was truly pants, but this was one area they always got right. Customer retention is chief for all the obvious reasons.

[MonsieurMoodle]

You agreed to that when you clicked on that agreement to the TOS.

Lets follow the sheep train and lets act like nothing's happening. We're not customers here I forgot. I mean why would we even complain about it, right?

[Iris_BP]

Yes, this is getting ridiculous. Im coming back from work looking forward to play and I get constant DCs and crashes in the middle of a freaking savage content! It is possible to mitigate DDoS and if the internet service provider wont do it, change it! I pay my money for the game and get inconsistent service for over a month already.

[Xtrasweettea]

Lets follow the sheep train and lets act like nothing's happening. We're not customers here I forgot. I mean why would we even complain about it, right?

What I am trying to get at is, don't expect to get anything since
1. this isn't SE's fault in the first place (unless they own and manage the affected network devices)
2. you getting something for your inconvenience is not clearly written on the TOS you agreed to.

This is how the real world works when you have more than one company with layering contracts and one of the companies has end users like us.

You are free to go to SE customer service and place a complaint. SE probably does have a "Good Will" policy and can give something to keep you. I don't think the forums will get you far, you need to blow up customer service's phones and email directly.

[Riyven]

When you subcontract a service and this service fails, as customer you claim a fee for those delays.
I work for Automotive Industry and when one supplier doesnt fulfill his service as a client you claim a compensation in order to subdue this failure until the service is restored.
Am i wrong to say that if SE subcontract the server's network security they won't be already claiming for compensation?
I feel like the only dumb-one here is me to not asking the same, as SE Client.
Since I have seen a lot of ppl here work for network security industries, I please beg your replyto know if i am so wrong about this.

[MonsieurMoodle]

"1. this isn't SE's fault in the first place (unless they own and manage the affected network devices)"

We are the final customers. They have problems with the provider? Pay for another one, fix the scripts, change the roots? In the end the problem is there, in the game and SE is the one that provide that lagging game to us.

"2. you getting something for your inconvenience is not clearly written on the TOS you agreed to."

Fortunately a TOS can be changed in high places, specially for moments like this. In legal means, we all agreed to that. Like I said earlier, doesnt mean we can't argue and complain about it.

"This is how the real world works when you have more than one company with layering contracts and one of the companies has end users like us. "

And in the real world, when my fridge is not working properly when I got it delivered, it gets replaced or refunded, period.

"I don't think the forums will get you far"

Then why are you even replying?