reimbursement – MMO Fallout

Have You Seen Arctic Combat's Reimbursement Plan?

Okay, I will admit. I came into the announced shuttering of Arctic Combat with my usual schtick: Another low quality renaming of another failed game imported from Asia shuts down in the west, blah blah blah you already know how I feel about those games and the whales that keep them healthy just long enough to call it a launch and get away with the profits without having to put in any long term support. Or did I just say that again? Anywho…

Arctic Combat is Webzen’s first person shooter, better known as the previously shut down Battery Online. Arctic Battery Combat Online is a lobby based first person shooter that is free to play with a cash shop, it is shutting down in September likely because the popularity and revenue weren’t meeting expectations. What caught my eye was the compensation. I assumed that a game like Arctic Battery Combat, at best players could expect a stipend of cash and some items for other games.

Webzen is refunding W Coins/gPotato currency spent based on tiers, starting at $50 and moving up to $100, $300, and $500. Your reimbursement is the lowest end of your tier, so if you spent $75 your reimbursement is $50. If you spend $450 you will receive $300. It might be fake currency, but Webzen is dropping some serious cash to keep their players in good graces. It isn’t as good as a real-money refund, but it is a welcome change when you consider the number of recent games to shut down without giving their players much more than a goodbye and a suggestion to buy their next product.

On the other hand, one guy on the comments section mentioned that Arctic Combat is being shut down because it is too successful and Webzen apparently can’t handle all of the money. Either way, you don’t see the possibility of 1:1 compensation all that much, so kudos to Webzen.

(Source: Webzen)

City of Heroes Details Reimbursement

Sorry, City Of Heroes players. NCSoft has finally broken their silence over the incoming shut down of City Of Heroes, and it wasn’t to announce that the talks with Paragon Studios and player support had moved them to change their minds. Rather, the publisher announced the expected round of compensation and reimbursement.

Players who were VIP as of September 1st will remain so for the rest of the MMO’s life. Outstanding balances as of September 1st will be reimbursed, as well as Paragon Points purchased after August 24th. If your outstanding balance was purchased with a game card, you will be required to submit a support ticket and have NCSoft call you to reimburse via wire transfer. If that is not possible, players will receive a check by mail.

There are several events planned to take City of Heroes to its sunset with a bang.

(source: NCSoft)

Consolation Gifts Are Relative To The Problem.

romavictor_crucifixtion — No need to crucify me.

If I accidentally trip or bump into you, generally a simple “I’m sorry” and a hand up with suffice. Then again, if I smash your mailbox with my car because I’m texting while driving, an apology won’t suffice as well. You’ll probably expect me to pay for the mailbox, and won’t be paying for the damage your mailbox caused to my car.

Such is the case with MMOs and various forms of reimbursement that come up over the course of any title’s life. Very extended maintenance, false bans, etc, can put a company in the position where they have to say “alright, now how do we calm tensions between us and the customer?” If you are Jagex, you’ll likely refuse to roll back or compensate, and simply give the middle finger to anyone who lost items or was banned unfairly due to a bug or oversight. If you are NCsoft, XP bonus items are your forte. Turbine? Break out those Turbine points.

I think we can place loss of items at the lowest end of the reimbursement spectrum, extended maintenance somewhere around the middle, and false positive bans somewhere around the top. At the lowest end, reimbursement and perhaps some free xp boosters will suffice, depending on the severity of the loss and the time it took to reimburse. As for extended maintenance, this scales with time. A few extra hours may require a couple xp boosters, but 12+ hours of downtime should generally lead to game time being extended by the respective amount of time (So one day, generally).

In the cases of false bans, however, as a developer you should be putting on your lips of +2 ass kissing, because their durability will be put to the test. By banning someone falsely, as has happened on countless occasions over virtually any game, you’ve accomplished the virtual equivalent of approaching someone, sucker punching them in the jaw, and accusing them of cheating on your wife, before saying “sorry, you looked like another guy.” At this point, you’re looking at shelling out one or more free months of game time, and hoping that the person doesn’t up and quit.

So there you have it. For those companies that do offer reimbursement, they generally do a pretty good job of scaling the compensation to match the severity of the problem. Again, unless you are Jagex and would rather your players quit than reimburse them for issues brought about by faults in your programming.