Incident Report for Item Loss Bug

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Rhalph wrote:

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matrix2kol wrote:

Seriously, I just dont understand why some of you guys are on GGG's side in this incident, they know about this issue for 1 WEEK, and didn't even bother to make any announcements to warn the players. Now that it had gone out of control and affected about ~300 people (which I doubt only that many), they don't even bother to do something to make it right. It's like a giant kick in the nuts to all the people that have been supporting the game.
So to sum up
"Thank you for supporting us with your donation, we will use your hard earned money to make our game better so you can enjoy it even more." and then " Oh wait, you lost your items due to a nasty bug? oh yes we knew about this bug, yes it was our fault, yes you were just a victim, but no we will not provide you with any compensation, just shut up and deal with it."

Well, as a developer, let me say that one week to find, understand AND fix such very complex bug is EXTREMELY short, so kudos to them, they did great work. It's entirely possible that they took the whole week to just understand what was happening, and just a few hours to fix the problem, preventing them to notify the players until fully comprehending what was happening. It often works that way.

They may have fixed it quickly. Awesome job. But what about the communication? They must not have posted "DON'T PLAY OUR GAME!!!" but a simple "We are aware of a bug deleting items. We warn you that you enter the game at your own risk at the moment. We are not able to restore lost items bla bla bla".
But there was NO warning. Answers to "i've lost an item" were coming out very late and so on. I am not a developer. But from a business-view: If your Game is all about getting items and this items are gated behind massive RNG, which is part of your plan, you cannot allow this to happen without telling people that there is a high chance that it WILL happen.
I really don't get why some are so cool about that. "Until they knew what was happening"? Well, items disappeared. Affixes were deleted. That should be a reason to warn players a little bit more early. Especially when others had done it. Players warned players. The warning had to come one way or the other. I wish it was the other where the company in charge would have done the job some players then had to do.

And it does NOT help to name windows or microsoft here. If you compare their policy with GGG's, you don't do a favor to GGG.

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ghamadvar wrote:

And it does NOT help to name windows or microsoft here. If you compare their policy with GGG's, you don't do a favor to GGG.

In North Korea they take your daughter and don't even give any rice in exchange. You should be grateful that you get your MTX back.

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Chris wrote:

Players who lost microtransactions should contact support@grindinggear.com so that they can determine if any are missing and replace them.

this would require that players know which microtransactions they spent points on at all. which is generally not the case.

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geradon wrote:

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matrix2kol wrote:

Seriously, I just dont understand why some of you guys are on GGG's side in this incident, they know about this issue for 1 WEEK, and didn't even bother to make any announcements to warn the players.

what would you have done if you were in charge? tell players to stop playing until the bug is found? (because that's the only reasonable procedure there to prevent further damage)

without knowing details about the bug at all?

and you want to repeat that for every weird bug report players state in the bug section because there could be some serious issue behind?

you want to roll back servers for a month playtime everytime a minority of users has lost some some items due to bugs?


i wouldn't play your game.

that is entirely your idea to ask people to stop playing the game when a bug is found, don't force your stupid idea on me and other people. If it was me I would post an announcement like this
"We aware of a bug that could potentially delete or modify your item, we are currently working on investigating the root cause and fixing this issue as a matter of utmost urgency. In the mean time, I would suggest that you keep a record, or take a picture, time stamp of your valuable items as you could potentially be affected by this bug. We could use those as evidences for possible item restoration in the future."

Random bad shit happens all the time and I understand that GGG don't want to make sweeping changes over an incident that affected less than 0.02% of the player base.

Also that "IT COULD BE YOU" stance some people are taking is just fear-mongering.

If you put all of your money into the bank and for some reason the amount got stolen by a hacker, would you accept it if the bank come back to you and say
"Hey we found out who stole your hard earned money, and we got the dude arrested in a short period of time, awesome isn't it? Yes it was a breach in our security system and it was definitely our fault and we are deeply sorry about this, but no we won't give you your money back since the hacker has spent it all. Please continue supporting us in the future."

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geradon wrote:

what would you have done if you were in charge? tell players to stop playing until the bug is found? (because that's the only reasonable procedure there to prevent further damage)

without knowing details about the bug at all?

Items with mtxs disappeared. Even if ggg didn't believe an item has disappeared (rather than the owner "accidentally" deleting his windripper or just making up a story), items have disappeared with mtxs on them. GGG can certainly look for mtxs (and they should have records of purchased mtxs).

So yes, I think they should've at least put out a warning.

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ghamadvar wrote:

But what about the communication? They must not have posted "DON'T PLAY OUR GAME!!!" but a simple "We are aware of a bug deleting items.

i think ggg kind of ran into a trap here, the (only?)dev able to fix the server code is busy implementing lockstep which is a loaded topic and extremely important for the game's reputation if it gets finished soon and is working well.

yep and then there is comes up a topic where it's not clear if it is serious enough to draw his attention away from the important stuff, it just escalated after detailed and trustworthy reports about missing items. shit happens but this is just speculation on my side of course.

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matrix2kol wrote:

If you put all of your money into the bank and for some reason the amount got stolen by a hacker, would you accept it if the bank come back to you and say
"Hey we found out who stole your hard earned money, and we got the dude arrested in a short period of time, awesome isn't it? Yes it was a breach in our security system and it was definitely our fault and we are deeply sorry about this, but no we won't give you your money back since the hacker has spent it all. Please continue supporting us in the future."

you're not owning any items on ggg servers nor have you any claims on them but you do own your money on your bank which the gouvernment guarantees.

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Pes_Planus wrote:

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geradon wrote:

what would you have done if you were in charge? tell players to stop playing until the bug is found? (because that's the only reasonable procedure there to prevent further damage)

without knowing details about the bug at all?

Items with mtxs disappeared. Even if ggg didn't believe an item has disappeared (rather than the owner "accidentally" deleting his windripper or just making up a story), items have disappeared with mtxs on them. GGG can certainly look for mtxs (and they should have records of purchased mtxs).

So yes, I think they should've at least put out a warning.

you know exactly when this happened? i guess reports on missing items with microtransactions came rather late.