Vip extension

[DarkSkysz]

My vip time was going to end 09/12. They promised 5 days of refund. After their extension it is now ending 09/16...SSG is really that bad with math?

[Mar-Evayave]

Contact Customer Support. Nothing can be done on the forums.

[maartena]

My vip time was going to end 09/12. They promised 5 days of refund. After their extension it is now ending 09/16...SSG is really that bad with math?

Same here. Billing date was 9/22.
Extend by 1 day: 9/23
Extend by 2 days: 9/24
Extend by 3 days: 9/25
Extend by 4 days: 9/26 <----- THIS is what I got.
Extend by 5 days: 9/27 <----- THIS is what I should have gotten.

They indeed seem to be very bad at math...

@SSG_RedPanda, care to chime in?

[Morellian]

Mine too, only been extended by 4 days. Let's give them the benefit of the doubt and hope it's just someone being awful at maths and not just them hoping we wouldn't notice

Worth re-iterating that the total length of time the server issues persisted for was 14 days.

Contact Customer Support. Nothing can be done on the forums.

Unfortunately many people have been waiting with open CS tickets for actual months now. Since this appears to have affected everyone, inundating them with more tickets probably won't do anything. Best course of action is to alert them on forums/social media so they know to fix the mistake ASAP.

[maartena]

@SSG_RedPanda, or anyone else from SSG, can you please clarify the decision of only giving 4 days instead of 5?

[Cordovan]

It should be five days of extension. If you did not receive five days, get in touch with customer support.

[Narthalion]

It should be five days of extension. If you did not receive five days, get in touch with customer support.

Can't imagine how excited "customer support" is right now to hear how many contacts their about to receive.

[Narthalion]

Same here. Billing date was 9/22.
Extend by 1 day: 9/23
Extend by 2 days: 9/24
Extend by 3 days: 9/25
Extend by 4 days: 9/26 <----- THIS is what I got.
Extend by 5 days: 9/27 <----- THIS is what I should have gotten.

They indeed seem to be very bad at math...

@SSG_RedPanda, care to chime in?

Whoa, whoa, whoa.....did you just use logic, math, AND clarifying arrows to explain the problem!!? Someone call Forum security before others try this!!

[Rugongrod]

It appears that everyone has been given 4 days. Why shouldn't the company fix this instead of overwhelming customer support?

[Narthalion]

It appears that everyone has been given 4 days. Why shouldn't the company fix this instead of overwhelming customer support?

More logic!!! This is getting out of control !!!

[Finlia]

It appears that everyone has been given 4 days. Why shouldn't the company fix this instead of overwhelming customer support?

Clearly this 4 days isn't a unique issue, but my account for one was extended correctly so it's not a universal mistake.

[Marancil]

I suspect timezones.

[Cordovan]

I suspect timezones.

It looks like there may indeed be a difference in time zone with the tool used to do the grant. We're looking at it, and should be able to get this sorted in the near future.

[Thurallor]

It looks like there may indeed be a difference in time zone with the tool used to do the grant. We're looking at it, and should be able to get this sorted in the near future.

Ah, what a PITA.

[Esgalad]

It appears that everyone has been given 4 days. Why shouldn't the company fix this instead of overwhelming customer support?

Why isn't it ten days? Landroval was unplayable for a lot more than 4 days. How many days did we not even have a world or regional chat to communicate in on an MMO? Feels like it came back maybe 12 days into this

[Marancil]

It looks like there may indeed be a difference in time zone with the tool used to do the grant. We're looking at it, and should be able to get this sorted in the near future.

Nailed it. Everyone listen to me I am always right.

The earth isn't flat after all...

[Cordovan]

To keep people updated, work was done overnight to correct this issue for those impacted by granting another day of extension.

[maartena]

To keep people updated, work was done overnight to correct this issue for those impacted by granting another day of extension.

Confirmed Thank you!