XTH Points

you know, you could always just uninstall and give upon the game?

Naturally we understand.

....well most of us that stop to think for more than a moment, do.

Now, I would hope that support is going to be accommodating in facilitation of correction. I don't expect to have to open a seperate support ticket for each of my accounts.

What I'm seeing on each of my accounts, is that the predictions are still sitting in the XTH, locked in. It says that the predictions are accepted. There have been no points awarded on any of my accounts.

What I'm expecting from customer support in this issue, is correcting the points for each of my accounts on one service ticket. I think that's a fair and reasonable expectation.

very well put. /agreed

Ok so its the next day after.. Was there to be a patch or another annoucement? Did I miss anything?

Seriously, if they made an announcement in game about somthing today should there not be somthing today?

Whoa....

Those poor customer support people. I just finished submitting all the account names that need adjustments for points.

Regina, have the programers of the new XTH rollout buy lunch for those poor souls. I don't envy the workload coming their way.

Indeed, useless post. Also, I don't just look the tips/predictions off of GWGuru, but I actually follow the tournaments very closely, and make my predictions based on what I gather throughout the month. It's a lot of fun to do, and it's certainly not "very little".

I simply don't know what to do, since there are still no clear answers yet... One ticket with several account info, or one ticket per account?
I sent in one support ticket for my main account, but stopped there for right now.

The funny thing is if this was any other business, these programmers would be looking for a new job at McDonalds. Bugs are understandable, but taking this long to get them fixed is not. Speaking of McDonalds, if they made you wait this long, your meal would be free and so would your next one. I think they should just blanket everyone with 100 points and try again next month. Everyone's happy and Anet gets 21 more days to try to get it right. Now THAT would be some customer service and compensation for the delay.

Any thoughts on this folks?

UPDATE FROM SUPPORT:

As you’re aware, the distribution of May Xunlai Tournament Points took place on June 18th. Unfortunately, a problem developed during the distribution. Many players received their points, some players appear to have received the incorrect number of points, and others did not receive any points at all, even though they did make predictions.

The dev team is currently reviewing the situation in order to determine the best means to correct the problem. The team will be need a few days to settle on and implement a resolution. In the meantime, we greatly appreciate your patience as we address the issue.

In addition, Support let me know that for those who have multiple accounts, it is sufficient to open one ticket.

Translation, eh thought it was a simple fix, but guess not and its Friday, and no one wants to stay overtime for this.. Sry folks just wait a few days. And support gave me an earfull on this Dont send in a support ticket for each account. Shesh what are you thinking!

I take that as confirmation to open support tickets

poor support team.....they did not deserve this

I'd like that idea. I am not sure how many points I was supposed to get, but if it's over a 100, I'd gladly "sacrifice" the extra points to get all this resolved.

Thanks Regina...

That's what I wanted to hear. That they are woking on a best resolution, and that one ticket is sufficient for multiple accounts.

That being said, I feel for the support tech that gets my ticket.

snip:In addition, Support let me know that for those who have multiple accounts, it is sufficient to open one ticket. Regina Buenaobra:snip
oh well i sent in 5 separate tickets from the 5 emails registered
as per Gail's wiki suggestion.
Sits back and waits patiently and goes off to play the game.
Thanks for the update.

Okay so it just popped up saying a new build is available. My fiance logged into his account (I was in Frostmaw at the time so I couldn't log out to get the new build) and the XTH guy said to wait about 15 minutes to get his points. So he waits, comes back, and it says to go make his predictions when he already did. So it STILL isn't fixed. Now it's gonna take DAYS to get this fixed? I never thought I'd say this but I'm getting very fed up with the game. It's not fun anymore, everything is a grind, PVP and AB is always predictable because one team always gets to win regardless, and we have updates with major flaws. Plus there's no information about Guild Wars 2 so what are we expecting for it? What if it's filled with flaws like now? People are losing faith in the game at an alarming pace. Hope the support team and devs turn around or they're gonna lose a crapload of business.

IMO, the simplest solution is to just issue XX points to every account (assume an average win rate) registered at XTH, apologize for screwing up, and take the time until next month's distribution to actually fix the problem.

At this point, telling us to "wait...send a support ticket...no wait, don't send a ticket..on third thought, send only one ticket for multiple accounts" is just making many players more frustrated.

Yes, we'll still have some people QQ'ing that they were above the win average and missed out on some of their points, but at least the majority of players will get something and go on with their happy little existences. We'll free up all the support hours being dedicated to replying to tickets and let them focus on a better system for next month.

So for those of you who have had this problem in the past with XTH not distributing points, about how long after you submit your ticket did you get your points? Just wanting to know if I should wait days, weeks, or even months.

I experienced the same thoughts and emotions I understand completely me and my wife got 5 accounts all together. i did the voting the same on all 5; my main got 8o points my wife got 50 2 of our mules got 30 and the last one got nothing so like wtf???

Syn

This is the reply I got back from my support ticket. So I guess we just wait now?

I got the same thing in my inbox. So yeah, guess we wait like we've been doing for the past, oh yeah, TWO WEEKS. I agree that they should just give everyone the same amount of points (based on average or something) so at least we'll have SOMETHING. That way they don't have to go through thousands of support tickets and take weeks to get this fixed. If they just gave us all the same amount of points they could focus on Guild Wars 2. In my opinion they should be more concerned with it than updates for the current game, as it doesn't seem to be helping in the slightest.

Yes got the same reply, patience is a virtue.

Four accounts, no points.

I sometimes feel like I'm the only one who isn't complaining. it's a game. If you can't wait a few days for some e-money, I think you need a new hobby. New systems have new problems and new bugs. It's to be expected. Not like it's the end of the world. Not even if this happened every month, it wouldn't change my opinion of GW2.

Anyway, I might be submitting a support ticket in the next couple days if it's not worked out. Has anyone had anything corrected from support, lack of points or incorrect amount?
--

I lol'd.

Imagine thousands of players in Aion are wondering now: 'What the hell do we do with all those tournament points we got yesterday?'

/end joke

Like Homer says...

Do'H!!

6 accounts, no keys for all 6 of them! Oh well, I'll either wait it out to see if the keys come out later. The other way is to forget last month and do the predictions for this time.

Thanks for saying this. I am in the same boat as you. I'm not annoyed with the XTH, I'm annoyed with the direction that I fear GW1 is heading. By the way one of my job titles is Software Developer.

The types of problems in the last 2-3 months are starting to make me wonder if there is a competent person in charge of GW1 development anymore. I mean any of the excuses I've read on this board should be able to be dealt with by a decent project/iteration plan.

Example: With a skeleton crew (lack of resources), you must match up the size of the releases/iteration to the amount of resources (Dev, QA, PM, etc) you can dedicate to the releases/iteration. This ensures the continued development of quality production code.

It seems to me that all of our Europeans players in the guild have not received any points. Some of the American players have got their's.

We will all contact customer support but that is going to be around 70 people just from our guild and a few hundred if expand into the alliance... how many thousands if expanded into the game?
Can customer support deal with all those?

Is there not a way to sort this out game wise without everyone swamping customer support?

Cheers

Nym

Kosei made really good points. And I would like the points we were promised and I think very few got them.
But I could live without the points it's the LAG that has become unbearable.
The Lag has become real discouraging and if Xunlai rewards are effecting game play I would say dump it immediately.
Even though my connection is really good I not only lag but disconnects are also more frequent . I would rather see them start stripping things out and making sure gameplay is the priority

Ahhh =) totally agree.. i mean i try to do stuff but end up sitting in the guildhall chatting due to the lack of new content or things to do .... anet should really focus on some new content seeing as gw2 is gonna be ages away.... lol otherwise Gw will just be a barren wasteland when gw2 comes out !

obviously this would require hiring more people...... well why not?! content means players stay -> players staying mean population boost -> more people hear about guild wars -> more people buy guildwars -> more people can be hired -> more content can be produced...... anet has to start this cycle

So did you peeps contacting support only needed to state the names of the accounts that got shafted or did you need to tell all the personal information too?

I only gave them the email addy associated with my account.

They didn't ask for more information.

It is evident that there are discrepancies between QA and PROD.

For those interested in how those incidents evolve in another situation I have a small story.

I was supposed to work this weekend for an upgrade of one of our systems.
We did a test-upgrade and had been testing in one of our test environments since February and everything looked good.
About 2 weeks ago something happened in our Production system. For some odd reason the 'everlasting' licence of an intergrated tool expired. So a couple of vital functions of the system didn't work anymore. Not just for us, for all their customers!

The vendor issued an emergency patch the next day which we tested that same day. We installed it in our production system a day later and things were ok again. The Production system was working again. We applied the same patch to our already upgraded test environment and things were also ok there.

But wait, that's not entirely true.

Because the codebase we upgraded from the first time is now different from the codebase that is in our system now we have to do a massive amount of additional testing before we can upgrade. Since this happened this short before the planned upgrade we had no other choice but to postphone it for 3 weeks.

This is something many people don't realise.
It's seemingly easy to just apply a quick fix to a problem. But in case of a complex program even the developers cannot instantly tell what is going to get hit by that quick fix. In our case it took the company one day to sort out the problem, test things and issue a emergency patch. All production systems could work without problem when applying the patch. But does that also mean that future code for that same system is compatible with the new code?

But when we realised what was going on we had a couple of very long and hard meetings. Questions that arose:
- What would happen if we didn't apply the emergency patch for 2 weeks?
- Should we take the (relatively small risk) of upgrading with minimal testing?
- Should we delay our upgrade?

Some things to consider:
- it's getting near holidays, meaning we either upgrade before July 15 or it will be September (which is too late).
- The risk of things going wrong when only doing a small test before upgrading is small. But do we want to take that risk (we can't test all before the upgrade).
- We developed some workarounds the day we became aware of the problem. In theory it would have been possible to wait till the upgrade to fix the problem. But my department doesn't have the resources for the manual work involved.

Now to make things more exciting:
This isn't about a small unimportant system. It's one of the core systems of my company. It handles several thousands of various transactions each day. Oh, did I mention my part of the company is an asset manager with over 50 bln Euro under management (that's more than the richest people on earth). You sure don't want any bugs in those systems, even very small mistakes can have huge consequences.

Based on the information we had we as department decided to delay the upgrade and communicated that to management.
Not with the full reasoning behind it, just that because we fixed an operational problem we had to test several features again and this was not possible before the scheduled date. And that we would get back on the next date we could upgrade (we also depend on other departments and our supplier for resources). One or two days later we picked a new date and communicated it. If testing fails in between we will inform management again that we will not upgrade before September.

Maybe this gives a little insight in how complex seemingly simple situations can actually be.


However, I guess talking from the corporate side is somewhat different than talking as A-net. Many of their customers are like kids, screeming that they didn't get the icecream they were promised. They don't care for the reasons, all they care for is that they ain't licking the icecream. I want my icecream NOW.

2 accounts and still no keys, guess I'll have to wait it out. Damn shame since zkeys prices have went up to 4k again and for the first time where I see people buying them at those prices, I have none to sell them.

7 years ago I also took an interface in production that was still being developed. We made sure that the output was 100% ok and that every rejected transaction was documented in error-logs. A log with the original faulty input and a seperate log with the exact errors tied to the transaction.
The advantage of being able to process 90% of the transactions was greater than the extra work the remaining 10% caused.
Errors were looked into and since they were stored they could easily be reloaded after changing the interface.

That's also part of business. Sometimes you do something that works for 80% of your customers but might fail for 20%. Sure those will be unhappy. Then it's just the matter of handling the situation well. Tell affected people that something went wrong through regular channels, inform them on progress of the incident handling and evaluate afterwards what could be done better next time (doesn't have to be public).
Business is taking risks. Sometimes they pay off, sometimes they don't.

So, do we wait to have this fixed and do or do not get points, then? Doesn't seem like there is an option. Based on what everyone has said about their replies from GMs after sending in a ticket, I don't think people will get their points until it's fixed anyway.

I am an idiot :P How do I contact support about this?

I have added the link for contacting support to the original post!

(I didn't get any points either)

Two accounts. Zero points/keys.

Lame.

13 accounts and 0 keys, anyone else care to beat that?

btw i know, 13 accounts and im being unlucky!


edit: just recieved a response from my ticket:

Hello XXXXXXXX,

As you’re aware, the distribution of May Xunlai Tournament Points took place on June 18th. Unfortunately, a problem developed during the distribution. Many players received their points, but some players appear to have received the incorrect number of points, and others did not receive any points at all, even though they did make predictions.

The dev team is currently reviewing the situation in order to determine the best means to correct the problem. The team will need a few days to settle on and implement a resolution. In the meantime, we greatly appreciate your patience as we address the issue.

GM Greg
Guild Wars Customer Support


so looks like theres too many tickets to give points on a case by case situation, hopefully all will be sorted by an update soon

Yeh Leek, I thought that would be the case. And Roc - good call. I was doing a vanquish the other day and it was like playing in stop-motion due to the lag.

Nym

7 accounts. only 1 got points so far.
So I sent a support e-mail with the account names of the rest. I couldnt very well send the access keys to the others. Why you ask? Because for the life of me I dont know what keys go with which accounts. Plus I have 1 Factions and 2 EOTN boxes here with access keys that were given to guild members as contest rewards. I have no clue as to which ones of these codes go to where. At the time of installing the codes to my games I had no idea I would need to KNOW WHICH GOES WHERE. I bet is safe to assume that there are others just like me, a lot of accounts and no idea which codes go with which account.
Im just hoping the account log in name will be enough info to go on, but i doubt it.
I do like the idea of just giving everyone that voted (and still have yet to receive their points) xx amount of points and call it a day and move on.