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Statement regarding the recent AFK/Bot sanctions


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Njial #1 Posted 30 June 2015 - 08:08 PM

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Dear commanders

 

At Wargaming we strive to create a fair and enjoyable experience for all our players at all times, which includes regularly applying temporary sanctions to accounts that have been detected to be using bots.  

It was with great shock when we realized that a technical error in our bot & cheat detection system has accidentally banned multiple accounts, which should not have received any sanction in addition to those that used cheats and/or bots.

Please be assured, we have taken actions to avoid similar mistakes in the future and we have made changes to our internal workflows to ensure action is taken more swiftly and thorough.

 

All accidently affected account owners have been contacted individually on their registered e-mail address to explain them the situation in person and to apologize directly.

 

Once again we would like to apologize for the trouble and inconvenience caused by this!


Edited by Njial, 30 June 2015 - 08:14 PM.


Ephemerich #2 Posted 30 June 2015 - 08:10 PM

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RaeudigerRonny #3 Posted 30 June 2015 - 09:14 PM

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Also nice of you to hand out 10 days of premium and 2500 gold.

Kamikatze007 #4 Posted 30 June 2015 - 11:03 PM

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does "changes to our internal workflows" mean that your support will stop lying to us without giving a crap about the actual issue?

Sandal #5 Posted 30 June 2015 - 11:33 PM

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So how exacly this works ?

When ppl were banned and they send a ticket they were told that everything from WG side is ok. Support checked log of ppl who send tickets and said they were boting/afking and ban is justifiable. 

Now your telling that it was technical problem.

 

Someone lies here. Im surprised that you admit that it was your mistake but the support responds were all lies. 

 

PS.One of wg member said support dont copy paste responds on tickets or dont use auto system to respond. So how you will explain that ppl who were not banned ( they just send a ticket to check how support react ) got exactly same respond as the ppl who were banned ? (suppor even write that they check the logs and everything look like he broke the rules and ban is justified).

 

 



an0ther #6 Posted 30 June 2015 - 11:48 PM

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I hope you got all the innocent ones covered.

Timmber #7 Posted 30 June 2015 - 11:58 PM

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Talk is cheap. The behaviour of your customer service the past days was really appalling and inexcusable. You can not treat paying and non-paying customers the way you guys did.



Jaguaratron #8 Posted 01 July 2015 - 12:23 AM

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My money is on a now ex wargaming employee banning everyone on his ignore list for lols....

HowTheStoryEnds #9 Posted 01 July 2015 - 12:25 AM

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View PostTimmber, on 30 June 2015 - 11:58 PM, said:

Talk is cheap. The behaviour of your customer service the past days was really appalling and inexcusable. You can not treat paying and non-paying customers the way you guys did.

 

they can but they'll suffer the consequences, guess which game I just bought a founders' pack for?

Jaguaratron #10 Posted 01 July 2015 - 12:50 AM

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So wargaming EU uses a bespoke anti bot system does it? Because absolutely no false positive issues occurred on the US, RE and SEA servers, kind of funny that it all kicked off on a Friday too, almost like it was designed to cause maximum carnage for the longest time as support wouldnt be available.....

 

"technical error" indeed lol.....



Joggaman #11 Posted 01 July 2015 - 12:57 AM

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View PostHowTheStoryEnds, on 01 July 2015 - 12:25 AM, said:

 

they can but they'll suffer the consequences, guess which game I just bought a founders' pack for?

 

I dont know, but I have been told in chat that I should tryout Barbie. Is that the one?

HowTheStoryEnds #12 Posted 01 July 2015 - 12:59 AM

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No, I can't afford that. :(

Tinbawx #13 Posted 01 July 2015 - 01:29 AM

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View PostKamikatze007, on 30 June 2015 - 11:03 PM, said:

does "changes to our internal workflows" mean that your support will stop lying to us without giving a crap about the actual issue?

 

I doubt it. In times of crisis customer support in many companies is regularly (ab)used as a wall, to block off any communication between the customer and the company, until the company got their act together.

 

I personally give individual customer support employees a huge benefit of the doubt. They most likely got a predefined answer, which they where instructed to send to the customer as a reply for any queries regarding this matter. If the customer wasn´t satisfied and inquired further in this matter, they had to improvise without being allowed to tell the customer the truth. That´s how it usually works. I feel for them, for the most part customer support is a thankless task.



krazypenguin #14 Posted 01 July 2015 - 02:01 AM

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"Head of community management"

 

Has 8 posts.

 

Pretty much sums it up really. (And yes, I realise that it's not actually the head of community management's job to be on the forums all day long but wouldn't it be nice if we had a more engaged and active community team purely for WoT, rather than a handful of people spead way too thinly across the entire WG franchise?  Still, 8 posts... )

 

But thanks for taking the time to explain.

 

 


Edited by krazypenguin, 01 July 2015 - 02:14 AM.


Excavatus #15 Posted 01 July 2015 - 07:39 AM

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On behalf of those who cannot understand how companies and customer support system works, I would like to thank you for your quick correction and response.

I am not the one of the banned and I am envious about the 2500 gold and premium :)

 

I have one question. Are all the banned were innocent or they are just colleteral damage of a great sweep of cheaters. can you give some information?



Todeskult #16 Posted 01 July 2015 - 08:28 AM

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View PostExcavatus, on 01 July 2015 - 07:39 AM, said:

On behalf of those who cannot understand how companies and customer support system works, I would like to thank you for your quick correction and response.

I am not the one of the banned and I am envious about the 2500 gold and premium :)

 

I have one question. Are all the banned were innocent or they are just colleteral damage of a great sweep of cheaters. can you give some information?

 

If there were "the guilty ones" (of botting, cheating, etc.) they would we the last ones to complaining on forums about being blocked...

 



Kamikatze007 #17 Posted 01 July 2015 - 08:50 AM

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View PostTinbawx, on 01 July 2015 - 12:29 AM, said:

 

I doubt it. In times of crisis customer support in many companies is regularly (ab)used as a wall, to block off any communication between the customer and the company, until the company got their act together.

 

I personally give individual customer support employees a huge benefit of the doubt. They most likely got a predefined answer, which they where instructed to send to the customer as a reply for any queries regarding this matter. If the customer wasn´t satisfied and inquired further in this matter, they had to improvise without being allowed to tell the customer the truth. That´s how it usually works. I feel for them, for the most part customer support is a thankless task.

 

Well, even when a lot of companied do it this way, it doesn't make it right. The correct thing to say would be "we will look into this matter on Monday because we need someone from other department to check it" or something similar.

 

The way they reacted makes it look like an automated response full of bullcrap and lies and if there were no huge threads here, I really doubt that one wrongly banned player would achieve anything. Anyway, why do I even bother? They don't give a shaite apparently. I simply don't trust a company who lies to me and I don't give my credit card details to liars, end of story.



_b_ #18 Posted 01 July 2015 - 11:09 AM

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Actually having to apologize to the wg-eu players must've hurt bad...

 

Gusto for that even if part of the wording make it seriously sound like you really don't mean a didly squat of it?

 

 


Edited by _b_, 01 July 2015 - 11:10 AM.


Trent #19 Posted 01 July 2015 - 01:11 PM

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View PostKamikatze007, on 01 July 2015 - 07:50 AM, said:

I don't give my credit card details to liars

 

I believe that's not how most of the online cc payments work: WG never sees your card details (they go to cc processing company), only your money.

 

It's just a technical nitpick, though - you probably meant "cc details = money" anyway. :) I do agree with your post in general.



Trent #20 Posted 01 July 2015 - 01:24 PM

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View Postkrazypenguin, on 01 July 2015 - 01:01 AM, said:

"Head of community management"

 

Has 8 posts.

 

Pretty much sums it up really. (And yes, I realise that it's not actually the head of community management's job to be on the forums all day long but wouldn't it be nice if we had a more engaged and active community team purely for WoT, rather than a handful of people spead way too thinly across the entire WG franchise?  Still, 8 posts... )

 

Have you checked what his other posts are?

 

He posted "Statement regarding the recent AFK/Bot sanctions" 7 times in different languages... :D






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