FR EN ES PT
Browse forums 
Ankama Trackers

Lost 4 years of subscription due to a bug and Ankama refuses to compensate

By Iathen#5113 - SUBSCRIBER - January 18, 2023, 22:00:16
AnkaTracker
Hello everyone,

I reported a bug 1 year ago about issues connecting the the game through the launcher. At the beginning it was random, but it progressively got worse and I could only login maybe once every 20 tries. Since I play with a team of 4 (in a server where this is allowed),  it was impossible for me to play because it was impossible to log in all 4 at once.

I opened a ticket to report this issue. Ankama support suggested a work-around (not using the launcher) which was decommissioned soon after. They said that more people have reported the bug, but it will take a while to troubleshoot and fix it. But I should rest assured, once the bug is solved, I will be compensated.

Fast forward to 10 months later - I upgraded my operating system from Windows 10 to Windows 11, and thought to try again. It looks like I am no longer victim of this bug. I open a new ticket to get back the 40 months of subscription that I've lost (10 per account). No response for 2 months. Then, I get a response that the bug was my fault (not Ankama's, even though I was not the only person that reported the bug), and I am given back just 2x2 months of subscription. The person responding to my ticket does not listen to reason.

In my opinion, Ankama made 2 huge errors in this situation:
1) They knew there was this bug, affecting a small portion of their customers, but they decommissioned the only work-around
2) They promised compensation and didn't keep their word. To be honest, promising compensation is not the issue. Even if they didn't give the promise, it should go without saying that people affected by this bug deserve compensation. You pay for the subscription, so that you can play, and you are not given the actual service (being able to play). So, of course you should be paid back.

I share with you the full content of the 2 tickets I opened, to judge for yourself. I don't expect to gain anything from this post; I just want to raise awareness, so everyone knows how they can expect to be treated by Ankama. I've been a subscriber for years, and I tried to be helpful (providing logs etc), and extremely patient with this situation. All I got is someone blaming me for Ankama's bug and power-tripping on me.

Full Screenshots of the 2 tickets: 
6 0
First Ankama intervention
Hello,

I understand your frustration in this situation.

However, I cannot give you a different answer or assist you in a different way than what support has already provided. This is unfortunate but only support will be able to provide further assistance in this problem. 

Thank you for your understanding.
See message in context
Reactions 4
Score : 2729
I'm sorry for the issues you faced and I don't want to discount that or the frustration it surely caused you. But I just wanted to ask how you came up with the figure of 4 years worth of compensation between your accounts?

If you only attempted to connect to the game for 1-2 months and then proceeded to have an 8-9 month hiatus without attempting to connect - how do you know that the login issues were still persistent during the entirety of those months you didn't try? Due to this factor, I can only see a potential of 1-2 months per account tops being compensated for the time you were active, and that's before deducting days that you were successful at logging into any account.
0 -2
Score : 2729
Just as a side note: Article 6.13
 
0 -3
Hello,

I understand your frustration in this situation.

However, I cannot give you a different answer or assist you in a different way than what support has already provided. This is unfortunate but only support will be able to provide further assistance in this problem. 

Thank you for your understanding.
Respond to this thread