Customer Support Team
An Intro to Compensations
This tends to be a sensitive topic to the community and ends up providing a good portion of our incoming tickets. Some players get compensated while others do not. We’d like to cover what “compensation” is and how an end-user would qualify for one.
Reasons for Compensations:
- Server-side Issues
- Emergency Maintenances
- Server-wide changes
Please keep in mind that compensations are to make up for any inconveniences that affect your purchases or gameplay experiences in a verifiable way. Most commonly, support staff will compensate a player if it can determine and verify a bug occurred with/on the account in question. For example, if a player made a purchase in-game but it didn’t show up in their inventory, that would be a bug we could easily verify. Support staff would then send a player the items to make up for it. If the issue was caused by an end-user's internet and/or PC, we cannot guarantee any compensation.
Reasons for no Compensation:
- PC does not meet minimum requirement.
- Internet Connection is unstable
- Issue was caused by player
- There was no bug or inconvenience.
Maintenances and Patches
Sometimes the game may need to have an emergency maintenance and these may affect your timed- use items. For example, a player gets home and wants to play Winning Putt. There’s no announced scheduled maintenance, but then suddenly that player realizes he can’t log in. The player checks the forums and the launcher, only to realize that there’s an emergency maintenance happening. In this instance, the internal team will send out a server-wide compensation. The support staff is not in charge of these wide-spread compensations. These are handled by another team that utilizes an automated process (to ensure compensations are the same across all affected players).
On occasion, during such compensations, end-users might not receive their item compensation. Such end-users may contact our support staff in this instance and they will try to verify that the player’s account is eligible for the compensation. Please keep in mind that the support staff uses multiple logs to verify whether or not an end-user is eligible. These user logs are very detailed and as such leave very little room for debate.
In summary, compensation isn’t meant to be a gift sent out to players. They are a way for our team to make up for any unforeseen issues caused by either environments or new updates/patches. Please consider if an issue actually happened to your account before requesting compensation. If you can’t recall or remember an incident that would qualify for compensation, the chances are your account would not eligible for one. As such, you would not receive compensation.