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Hello dear people of the eWorld.


This is a SERIES of TICKETs answered (yes, they answered...) and replied that took part just a few days ago.



We are basically discussing about the GOLDs and Society Builder medals the admins have recently withdrawn from players they thought they had previously awarded those EXTRA...

I consider this talk an example of HOW customers just like you and me CAN and SHOULD fight for what you think it's right. Even if it's just a matter of a few golds in a virtual online eWorld.

This is a long reading, so don't read this if you don't have time for it or if you think I'm only talking about me here.

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1st talk

Paschoall
Posted On: 07 Sep 2010 8:55 PM
"Hello.
Early this morning I had over 20 golds in my citizen's account.
Now I log in just a few hours after that and I'm down to 13 gold.
I WANT MY MONEY BACK. I had plans for those golds and you can't just take people's gold away like that, since you gave it to me threw maps .

Another thing is 2 of my Society Builder medals vanished.
I had 4.
Althou, I was supposed to have 3 (see Ticket I😨 UAV-805249)
AS YOU CAN SEE, on that ticket you answered me there were no problems that could be fixed.

Now you go an take those away from me ? Don't even bother to work an agreement ? to explain what is happening ?

THIS IS JUST WRONG.
I need that money back, and at least my 3rd society builder medal, which I have deserved.

I await your answer as fast as possible.
Paschoall "



Mihai D.
Posted On: 07 Sep 2010 9:00 PM
"Hello,

Some time ago we've found that the society builder was awarding more medals and treasure maps then normal. We've managed to locate all the accounts that were affected by this bug and we've retrieved the gold and the according medals.

We've checked and your id is on the our list, this is the explanation for the missing gold.

I hope you understand our decision.

Regards,
The eRepublik team"

______________________________
My thoughts at that time:
- I want mah money because I didn't do anything wrong.
______________________________





2nd round

Paschoall
Posted On: 07 Sep 2010 9:24 PM
"I understand , BUT THERE IS A MISTAKE HERE.

You should not take back the money from 2 medals and take 2 medals away.
I only got 1 extra.
You should only have to take 1 extra map from me. Not 2.

AAAAND,
how do you know how much those maps awarded me in the first place to take it back ?

ANOTHER question I have is it was a bug YOU guys committed, I didn't exploit anything.
If anything, I should keep the money YOU gave it to me due a mistake of YOURs.
I have nothing to do with your problem.

You can't punish the consumers by some mistake the producer have made.

What happens with the people who you were going to take the money back and they didn't have golds ?

I seriously demand my gold back as I awarded it correctly. I Didn't commit any mistakes."



Mihai D.
Posted On: 08 Sep 2010 9:30 PM
"Hello,


As you know we have found an issue with the number of the Society Builder medals.
We have fixed the issue and removed the extra Medals and the afferent Gold/Treasure maps.
We also didn't took into consideration one side of the aspect and for some cases we removed more Medals than necessary.
We have fixed that also and this is the real number of medals that you have.
If you still are not satisfied with the decision report back and we will give you more details about your invites.

Thank you for your support and sorry for any inconvenience we may have caused.

Regards,
The eRepublik Team."

______________________________
My thoughts at that time:
- WTH ? you took more medals than necessary?
______________________________





3rd round

Paschoall
Posted On: 09 Sep 2010 1:34 AM
"YES, I am very unsatisfied with this decision due 2 reasons I HAVE Already apointed, but here they go again:
1) I should not have 2 medals taken away from me. Only 1 should've. THIS IS A MISTAKE.
2) You gave the money to me threw the maps. I have acquired it FAIRLY. I committed no mistakes EVER. SO I should not be punished by having my money taken away from me. You have to giventhat money back to me as I have nothing to do with YOUR mistakes.

Another question I HAVE asked in this same ticked and yet you IGNORED is HOW do you know how much gold should you take off my accounts ? how can you possibly know the exact amount of golds I got on that map ?

ANOTHER question is : What happened to the people who got "extra" medals and DID NOT have any gold to be taken from now ? They didn't have any gold taken ?

In summary : Custumers should not have to pay for YOUR mistake. Give me the money I earned by playing the game fairly. And fix this EXTRA medal you took away from me."



Elena A.

Posted On: 10 Sep 2010 12:10 PM
"Hello,

As you know we have found an issue with the number of the Society Builder medals.
We have fixed the issue and removed the extra Medals and the afferent Gold/Treasure maps.
We also didn't took into consideration one side of the aspect and for some cases we removed more Medals than necessary.
We have fixed that also and this is the real number of medals that you have.
If you still are not satisfied with the decision report back and we will give you more details about your invites.

Thank you for your support and sorry for any inconvenience we may have caused.

Regards,
The eRepublik Team. "

______________________________
My thoughts at that time:
- Am I talking to a door ?a robot ? Fishbot, is it you?
- Mihai D., Elena A. ... ah so confused.
______________________________





4th round

Paschoall
Posted On: 10 Sep 2010 3:13 PM
"Please consider READING my answer and not just copy & pasting an answer I have already been given (SEE answer below).

I'm anxiously waiting for your PROPER answer."



Dragos A.

Posted On: 10 Sep 2010 3:33 PM
"Hello,


You have 29 invited citizens which have reached 35 experience points in v1 / 40 experience points in Rising.
Via the bug you had 4 medals. and we removed 2 of them and the afferent Gold.

Regards,
The eRepublik Team."

______________________________
My thoughts at that time:
- Than why does it show like I have over 30 to me?
- Mihai D., Elena A., Dragos A. ... aaahw so many people.
______________________________





5th round

Paschoall
Posted On: 10 Sep 2010 9:26 PM
"I'm telling you : THIS IS WRONG.
I had almost 3 medals when v2 started and after v2 started I sill got a few guys who I invited advancing lvl.
I should have 3 medals. NOT 2.

You shouldn't taken MY money away. I earned it fair and square and committed no frauds. If you gave me more than what you thought was correct it's your fault NOT MINE. I want my money BACK. I couldn't care less about the medals, but the money I really deserve.

AND you haven't answered my questions YET :
- HOW do you know how much gold should you take off my accounts ? how can you possibly know the exact amount of golds I got on that map ?
- What happened to the people who got "extra" medals and DID NOT have any gold to be taken from now ? They didn't have any gold taken ? "



Taina I.

Posted On: 14 Sep 2010 1:01 PM
Dear Paschoall,

We know this is a frustrating issue for you and we apologize for this inconvenience, but please try to understand our arguments also.

We needed to fix this problem, although it was caused by our mistake. There were just a few players who were affected by this bug and this implied that they had an advantage to other citizens that didn't receive the rewards and this was not fair. Also it was not fair that many citizens instead of reporting this problem they've used it in their advantage.

Regarding your questions, we have a large date base that can give us any information that we need, so all this decisions were taken based on a very careful analysis of the problem.

We don't say that you are lying to us, this is not the case, we just want to point out that we've analyzed this issue and we can assure you that we haven't made an error.

Happily there weren't any cases in witch we couldn't recover the extra gold so there weren't any differences made between the citizens affected by this, all of the medals and all of the gold was recovered.

We are really sorry for this, we hope that you could understand all this and we promise that we will try to be more reactive the next time.

Regards,
The eRepublik team"

______________________________
My thoughts at that time:
- Ok, she's got a point. It does gives a weird advantage to some people ...
- But they shouldn't have committed the mistake on the 1st place ...
- Mihai D., Elena A., Dragos A., Taina I. ... will you FOCUS please?
______________________________





6th round

Paschoall
Posted On: 14 Sep 2010 6:16 PM
"You're right.
This is THE MOST frustrating problem you guys could've caused me.
I'm a loyal consumer and this is only making me wanna leave this game ...
Like I mentione😛 It was your mistake, you have to deal with it. Not I.

When you go to a restaurant and you order something and they bring you something different, whos fault is it ? It's only fair they leave whatever they brought wrong and go fix the problem.

You should leave my money there.
AND like I mentioned, I don't know whats wrong with your database, but you TOOK 1 MORE MEDAL FROM ME THAN WHAT YOU WERE SUPPOSED TO ! give it back.

And I HAVE reported this issue like you accused me of not doing.
You can find the ticket number on the original 1st answer in this complaint. You guys HAD the chance to fix it than, but you didn't.

NOW you gotta deal with your "loss" and give us back our money."



Taina I.

Posted On: 14 Sep 2010 6:57 PM
"Dear Paschoall,

First of all I wasn't accusing you of not reporting the error, I just mentioned that many players didn't. I know that you are frustrated by this problem, but please try to calm dawn and realize that we do not intend to ignore your problem, we just want you to realize that we haven't made an mistake in your case.

As we told you before, in order to receive a medal you need that 10 citizens invited by you to reach experience level 35 (in v1) and 40 in Rising. If this happened you received a medal.
You've indeed invited 139 citizen in the game, but only 29 of them reached the needed experience level, thus you couldn't have had more then 2 medals.

I hope that I explained this ok so you can understand where was the confusion made.

Thank you again for you patience!

Regards,
Your eRepublik team"


______________________________
My thoughts at that time:
- Wow, did I really invite that many people ?
- I like this Taina I. person more than the other guys. He/She actually answers stuff.
- I'll try a sentimental approach
______________________________





7th round

Paschoall
Posted On: 14 Sep 2010 7:51 PM
"Thanks for treating such a loyal custumer as me like shit.
139 people invited !!!
And yet you treat me like I have stole from you, sploited the game, when I have done nothing but try to increat the population of my eCountry.

I will quite this game as there is NOT a single sense of customer's well being in here.
There are tons of other games who offer 100x better support to their clients than you do, and as cool as this game is, you (Customer support) ARE KILLING IT .

bye"



Taina I.

Posted On: 15 Sep 2010 1:26 PM
"Dear Paschoall,

I am really sorry that you think this way and that I cannot give strong arguments to understand that we didn't intend to steal anything just to make a situation right.

"Please reconsider your decision because it would be a very big lost for us if we can't keep a loyal customer like you."

I could try compensated you but this won't be fair for the other citizens affected. I know this is hard to understand but we need to be fair in our decision to all parties involved, even thought the decision is consider to be wrong.

Thank you again for taking time to read all this, and I hope that you will keep playing the game.

Have a nice day ahead!

Regards,
Taina I."

______________________________
My thoughts at that time:
- he/she can compensate me ? woooot !
- I think he/she was ironic when saying I'm a loyal customer...
- hmmm, sentimental approach kinda had a better response....
- I'll try a HEAVIer sentimental approach
______________________________





8th round

Paschoall
Posted On: 15 Sep 2010 2:48 PM
"Hi

1) "I could try compensated you..." - Ok, I'm willing to accept your compensation. What do you have in mind ?
2) "this won't be fair for the other citizens affected" - FAIR ? I'll tell you what's not fair: taking money away from a customer who have never even gained a forfeit point, have never broken a game rule and only mistake was to try and invite lots of people to improve his eCountry. Now THIS is not fair.

And keep in mind I'm arguing about my own situation for obvious reasons. I do suggest you give back the money to all the citizens who ask you for it and find your decision not fair.

Anxiously waiting for this answer that will most likely decide my in game future,
Yours,
Paschoall"



Taina I.

Posted On: 15 Sep 2010 3:07 PM
"Dear Paschoall,

I keep truing to point out different arguments to sustain my point of view, but unfortunately the only thing that you do is to bring more counterarguments to my words and leaving those who doesn't suit you.

For example: "As we told you before, in order to receive a medal you need that 10 citizens invited by you to reach experience level 35 (in v1) and 40 in Rising. If this happened you received a medal.
You've indeed invited 139 citizen in the game, but only 29 of them reached the needed experience level, thus you couldn't have had more then 2 medals." - what exactly didn't you understand here (I'm assuming that you didn't understand because you said nothing about this )? If this bug hadn't have happen...do you agree with me that you would have had 2 medals? If yes...why are you asking me to compensate you? If no, what is your misunderstanding?

I am truing to understand all your issues and I am truing to help you, but you refuse to see this. This conversation is not to close your mouth, is to find a way that both you and me can be satisfied with the result of this discussions.

Please try to understand that you are not giving me any viable solutions, only counterarguments and we are getting nowhere .

Regards,
Taina I."

______________________________
My thoughts at that time:
- good thing he/she is "TRUING" to help me
- oh, he/she is getting informal
- Well, I'm asking you to compensate me because you said you could. Maybe?
- WTF is "this conversation is not to close your mouth" supposed to mean?
- you want solutions ? I'll give you solutions.
______________________________





9th round

Paschoall
Posted On: 16 Sep 2010 12:03 AM
"You have never given me different arguments.
You always state the same thing. Which I told you several times IS WRONG.

For example, like I told you before: I should have 3 medals now and ALL my money back (which I'd like to know EXACTLY how much you took from me).
If you're saying I only have 29 eligible people, this means YOU made something to have 1 of them vanished as I take accounts of everyone I invite and I should have more than 30. If it's not than it was just another mistake of YOURS.

So no, I don't agree that if that FIRST bug didn't occur I'd only have 2 medals. I should have 3. If it's not like that, than a 2nd bug must have occurred. AND another problem is that you don't give information about that bug, how can I possibly know if it was, in fact, a bug. It's only your word against mine.

Despite any OTHER mistake of yours,
You said you could compensate your mistake. I'm waiting to hear your thoughts on this decision that will keep me playing eRepublik OR not.


I can be satisfied if I get my money back. Because I earned it without committing ANY rule breaking. If you gave me more than what you thought was fair, than it's YOUR problem, not customer's problem.

I am giving you a very clear viable solution: give me back the gold. I don't care about the medals. (And I'd suggest you also do this to the other players who you took gold from). This is viable in many ways:

1) you mentioned not many people were affected by this
2) this is not gonna cost you ANYTHING, as you can simply create gold.
3) this will help you retain players that are disappointed at your lack of respect for customers. So probably you'll end up getting money from those players in the future.
4) it's so fucking simple: You committed the mistake, you have to pay for it now.

Anxiously waiting for your answer,
Yours,
Paschoall"



Taina I.

Posted On: 16 Sep 2010 10:47 AM
"Dear Paschoall,

I gave up truing to explain this to you and this conversation is going nowhere. I really hoped that you could see this issue with calm and understanding, this is why I kept explaining over and over again.

Also, we didn't remove 1 invited friend from your list, this would be totally absurd from our part. We don't create situations only to prove that we are right.

Al this being said, I want to prove to you that I really care whether or not you stay in the game, I added to your account 7 Gold. This should compensate your lost medal, and I hope this will be ok with you.

Please take into account that I am making an exception in your case and that I won't be able to do this to anybody else.

Have a nice day ahead

Regards,
Taina I."

______________________________
My thoughts at that time:
- F*CK YEA, I GOT MY MONEY BACK !!!
- Well, you can't really trust admins that much you know, how can you state that your word is really trustworthy like you say it is?
- Why won't you be able to this to other people ? ooooh I'll tell people about this *mewritesanarticle*
______________________________





10th, and FINAL round

Paschoall
Posted On: 16 Sep 2010 9:33 PM
"Thanks for the money.
I know it's not the total amount you guys have subtracted from me, its less, but it's ok.
I see your understanding how the customer should ALWAYS come at first when you take a decision.

I really don't know you or whats your position in this game, but I highly suggest you adopt the 'customer comes first' policy, because I ensure you you are losing so many players to other games that are similar and are offering WAY better customer support services.

Thanks for your time and effort , I see you tried hard. But what's fair is fair.

Good luck on your soon to be applied game changes. I'm not sure if those will be effective in the way you guys wish, but good luck anyways.

Thanks again,
Peace,
Paschoall"



Taina I.

Posted On: 17 Sep 2010 10:43 AM
"Dear Paschoall,

Indeed, I always think that the customer should come first and I promise that will try to apply this rule every time.

If you encounter any other problems in the future don't hesitate to contact me.

Have a nice day ahead and I hope that you will enjoy the changes that will come in the game.

Regards,
Taina I."

______________________________
My FINAL thoughts at that time:
- Damn, I fought for it and I got it. Everyone should do that ...*postsarticle*
- alright, got 1 MOD to promise customers will come first. 482357 to go.
- Relax Customer Support team. Relax ... we are your customers, not your enemies.
______________________________


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I hope you enjoyed reading this as much as I enjoyed making this publicly to motivate more people to FIGHT for what they think its right. As small as things can be, the meaning behind it is what it matters.

PLEASE SHOUT THIS OUT IF YOU LIKE THE IDEA:




Yours truly,
Paschoall
an eIrish men.