DDOS: Refund time impacted attacks please

[hunter2]

I paid for this one and want to play it. If it's unplayable then I'm owed some form of refund or compensation. A few free days on my subscription is a totally reasonable expectation.

[Feidam]

SE has provided compensation in the past when it’s their fault something went awry. DDoS attacks are not coming from SE, they are someone else throwing a temper tantrum at x,y or z.

[ZiraZ]

Ever since the DDOS maintenance my ping doubled using the same route, last NTT node at fault, that's their responsibility since it's their provider

[Vibrant]

Yes, if we're paying for access and they aren't able to provide it; then we should be compensated. It's pretty simple.

[Sjol]

Yes, if we're paying for access and they aren't able to provide it; then we should be compensated. It's pretty simple.

It depends on how you interpret the problem. If it's infrastructural outside their control, then it could be interpreted the same way a brick-and-mortar place being open, but having the road to leads to them clogged from an accident preventing you from getting there. You're not due a refund because of the failure of an unassociated intermediary.

Since it's not affecting everyone, my guess is it's against some piece of intermediate infrastructure between the affected people and SE's servers. Arguably, that makes it as much the player's IP's issue as much as SE.

[SigmarrIrenesch]

God do gamers get more and more entitled. Do none of you have any other games you can play?

[Bun_Vivant]

Yes, if we're paying for access and they aren't able to provide it; then we should be compensated. It's pretty simple.

No, it isn't. Do an internet search on "Service Level Agreement" (SLA).
Availability, generally referred to as uptime and usually expressed as a percentage, is part of the SLA a service provider and a customer have. High availability (like "five 9's, or 99.999%) commands a premium price.

You're not paying for high availability here. Instead, this is what you pay for, per the FINAL FANTASY® XIV User Agreement:

Access may also be temporarily suspended in whole or in part, without notice, due to emergency repairs, fire, flood, explosion, war, strike, embargo, governmental action or failure to act, the act of any civil or military authority, act of God, or by any other causes beyond Square Enix's control, or any other reasons for which Square Enix, in its sole discretion, deems that temporary suspension is necessary. You acknowledge that disruptions of service may occur and waive any causes of action against Square Enix in any way arising from or related to any such disruptions of service.

emphasis add.

SE doesn't offer a high-availability version of FFXIV, and IMO given the cost of providing it (duplicate hardware, extra staffing, etc.) few people would want to pay for it.

[Avoidy]

They could garner so much good will by just slapping a free week of subtime on everyone's accounts as an apology for the instability. I don't think anyone here is actually asking for literally 25 cents to be deposited into their accounts like some disingenuous strawmanning fanboys are pretending is the case in this thread. People just want the time that they paid for and were barred from using, to be refunded. This is a simple request.

OP's mistake was writing it on the official forums, which are full of fanboy-lawyers who waste precious time they'll never get back defending the unresponsive multi-billion dollar company for free. The consumers in this thread acting like it's fine for a company to take your money and then only perform "some" or "most" of the agreed upon service are why everything's getting worse. They just accept it and never demand any better. No spine. Very sad people. Unfortunately their beliefs affect the market for us all.

[CStrife912]

No, it isn't. Do an internet search on "Service Level Agreement" (SLA).
Availability, generally referred to as uptime and usually expressed as a percentage, is part of the SLA a service provider and a customer have. High availability (like "five 9's, or 99.999%) commands a premium price.

You're not paying for high availability here. Instead, this is what you pay for, per the FINAL FANTASY® XIV User Agreement:


emphasis add.

SE doesn't offer a high-availability version of FFXIV, and IMO given the cost of providing it (duplicate hardware, extra staffing, etc.) few people would want to pay for it.

I love this post, it’s not about defending the company it’s just about bringing common sense to the situation… if this went on for a month then maybe they would of done something to garner good well but as written in that ToS you waived your right to complain about this really lol and yeah you could say well no one reads them but this is exactly what they’re there for because there are people moaning about a couple of raid runs etc in the lul downtime. I’m just going to chill playing other games till release of dawntrail jeez this forum sometimes I swear

[Jojoya]

I paid for this one and want to play it. If it's unplayable then I'm owed some form of refund or compensation. A few free days on my subscription is a totally reasonable expectation.

You're only owed compensation from SE if SE is at fault. SE is not at fault for the DDOS attacks.

Talk to the attackers to get your free game time.

You might be upset over losing your $1. Did you ever stop to consider that it costs companies an average $6,000 per minute to counter and defend against DDOS attacks?

That first day alone, the attacks were going on for about 10 hours. That comes out to a little over $3.5 million if SE was only having to pay the average. Considering the persistence of the attacks, it probably cost them more.

Considering I stuck things out for most of that day and kept logging back in every time I was disconnected, I'm more than happy to let SE keep my 50 cents to offset the cost they sustained trying to repel the attacks, and succeeding for short periods of time before the attack switched to something different.

Why should you get compensated for giving up when SE didn't?

Yes, if we're paying for access and they aren't able to provide it; then we should be compensated. It's pretty simple.

You're paying SE to have the game servers online. The game servers have been online except during the scheduled and announced maintenance.

Your internet connection to the game servers is not their responsibility. They want you to be able to play. They will work with ISPs when connection problems arise to see if they can be resolved but it's still not their responsibility.