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Flagship Responds to Subscription Issues and Other Concerns
9th Nov 2007 01:23 AM GMT | Leord | 3 comments
The big issue on billing problems that we reported on yesterday is now dealt with according to Flagship Studios. Kaiser Hwang, Senior Community Manager of Flagship Studios says: "After burning several drums of midnight oil, we have resolved all current billing issues with our payment processing partners. We’ve completed our payment reconciliation process and players that were incorrectly billed will see paybacks credited to their credit card accounts in the next few days".
The statement goes on to say: "We apologize for the inconvenience this has caused, although it impacted just 3% of people that requested to become subscribing members. There is also approximately an equal amount of players whose subscription status has been approved, but their cards were uncharged as we did not process their payment until the issues were resolved".
"Again, we’re sorry to those of you who were affected by this," signed The Hellgate: London team.
ShackNews has also gotten an answer from Ivan Sulic: "We've contacted every single one of [the affected users] to work out the problem. We should be sailing a lot smoother from here on out".
While the problem never was a big thing on the Unofficial Site forums, the whole problem seems to have been subjected to a very small, unfortunate, and (understandably) vocal, minority of the Hellgate: London subscribers. Ten minutes later, Kaiser also gave all Hellgate: London players a second statement on what Flagship and Ping0 are working on right now:
Dear Customers,
We realize many of you are experiencing a variety of problems. We at Flagship and Ping0 are working hard to address these issues.
Our current top priorities are:
* Resolving any remaining problems related to billing and subscriptions.
* Fixing two known bugs which cause players to sometimes lose items (one related to dual focus/dual melee, and one related to loading issues).
* Making improvements to memory usage in order to reduce "Memory Exhausted" crashes.
* Fixing a known issue with the user interface which causes the application to lock up intermittently.* An issue which occasionally prevents characters from being able to load or switch instances.
* General chat interface improvements. (Many improvements are in the works).
* Random disconnects and lag.
* Allowing higher resolution textures and models for other players.
* Various known problems with being able to continue interrupted side quests.
* Remnant quest items not getting destroyed and "clogging" up inventory.
* Continued problems with saving / loading Engineer Drone items.
* Invisible party members.
* The nanoforge not correctly improving rare and better armors.
* Getting stuck on collision.
Some of these are issues which will be fixed as soon as possible and go live in upcoming patches, some will be in our upcoming content patch, and others are issues on which we will make gradual improvements to on a continuous basis.
Of course we also have a more extensive bug list as well as lot of general improvements and new content in the works. Everyone here is
working full-time to support Hellgate. We appreciate your patience.
-The Hellgate: London team
We realize many of you are experiencing a variety of problems. We at Flagship and Ping0 are working hard to address these issues.
Our current top priorities are:
* Resolving any remaining problems related to billing and subscriptions.
* Fixing two known bugs which cause players to sometimes lose items (one related to dual focus/dual melee, and one related to loading issues).
* Making improvements to memory usage in order to reduce "Memory Exhausted" crashes.
* Fixing a known issue with the user interface which causes the application to lock up intermittently.* An issue which occasionally prevents characters from being able to load or switch instances.
* General chat interface improvements. (Many improvements are in the works).
* Random disconnects and lag.
* Allowing higher resolution textures and models for other players.
* Various known problems with being able to continue interrupted side quests.
* Remnant quest items not getting destroyed and "clogging" up inventory.
* Continued problems with saving / loading Engineer Drone items.
* Invisible party members.
* The nanoforge not correctly improving rare and better armors.
* Getting stuck on collision.
Some of these are issues which will be fixed as soon as possible and go live in upcoming patches, some will be in our upcoming content patch, and others are issues on which we will make gradual improvements to on a continuous basis.
Of course we also have a more extensive bug list as well as lot of general improvements and new content in the works. Everyone here is
working full-time to support Hellgate. We appreciate your patience.
-The Hellgate: London team
Lets hope that this is the last issue with Hellgate: London, and that Flagship Studios and Ping0 have learned much from their first game launch.
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Comments
254 days ago
"Last issue?"
Lets hope that these are the last dozen or more issues that we see, but that may be optimistic. What I really hope is that "gradual improvements to on a continuous basis" doesn't mean we'll still be having some of these bugs for weeks, or (shudder) months.
Lets hope that these are the last dozen or more issues that we see, but that may be optimistic. What I really hope is that "gradual improvements to on a continuous basis" doesn't mean we'll still be having some of these bugs for weeks, or (shudder) months.
254 days ago
Making party members invisible? Or making it so they're not? 
I've been getting the UI caused lockup the last couple days. The worst was during the quest to fix the train where it locked up just before I got the first part needed...
I hope we're not waiting for crash/lock fixes until December...
I've been getting the UI caused lockup the last couple days. The worst was during the quest to fix the train where it locked up just before I got the first part needed...
I hope we're not waiting for crash/lock fixes until December...
254 days ago
As usual, nothing on the state of the SEA region. We don't even get to know this unless we go to other sites. The feeling that SEA players are second class citizen is being reinforced every single day.
