An enraged koala over Multiplay.co.uk

This is a rant and I my only desire is to warn and vent and it will appear to be quite silly to most I am sure

First off let me state, I love starbound and any problems I have, will have or have had will not impact my desire to play this game in fact its that very desire and love for it that makes me so unhappy that chucklefish, who have delivered nothing but transparency and amazing support to all its clients from bugs to letting us see what their code monkeys are currently doing, have chosen to ally themselves with multiplay.co.uk

I went to multiplay partially because it was the server provider chucklefish had chosen as the 'official' starbound providers, which I sorely hope was founded on a better experience then I have had and not money. If anyone gives a glance at just a few of the pages on multiplay.co.uk directed at potential customers they claim to have 24/7 LIVE support. They actually changed it(Maybe Im not the only one to quote it?) shortly after I quoted it in a ticket on a single page coincidentally the only page I quoted despite the previous promise of 24/7 support being still present on other pages(examples at the bottom). Live support was available occasionally until the first week of January when they closed it stating high volume of tickets they closed it and it has not been available at any time since (including right now as I type this). When asked about it much later (February 11th) they didn't even address my issue of the server giving the "unknown server version" error to everyone who tries to join they just gave me this cut and paste disclaimer a bit under 48hours later.

"With regards to our live support we offer the following disclaimer "Please note during busy periods Live Support will be closed, for updates on this you can always check the News below" As we are indeed in one of those busy periods live support has been unavailable. Ticket support is available 24/7 and we can be contacted by phone between 09:00 and 20:00 GMT."

Busy periods are fine, but something is wrong with the company if a 'busy period' is over 30 days long.

The first month of subscription, January, was actually quite OK. I had only one minor issue which despite taking 12 days to resolve they did to their credit refund 12 days onto my subscription. The problem began after Furious koala, I really needed to be able to talk with someone and live support was down, the server was in a steep decline for 5 days in terms of stability going from being able to handle a full 20 people to crashing at 4 due to high memory and a "senior" technician claiming it was all working as intended and it was starbounds fault not theirs, Unfortunately my service was also on its last few days of subscription so I decided since the first month was as I said quite ok.

Over the weekend of 7th the server completely flatlined giving all clients trying to connect a server time out error. Their wait times were over 48hours and they neglected to tell me (until after my ticket had been escalated to a technician AGAIN) that any response would drop my ticket back to the waiting ticket pool and need to be re-escalated by regular support, so not only did I have 2 days between any word I couldnt update them on developing issues or concerns I had without forcing it to begin the 2 day wait times yet again. Since the 7th I have been in constant back and forth and as I want my word to carry meaning Ill be honest and admit by after a week of not being able to connect I was furious and was using quite profane words and Ill also state being an Australian male, we are quite fond of running our mouths off when we are lied to(not to encourage such behavior, merely honesty).

They then closed the ticket (without resolving it) I had to distance myself from the issues and decide whether I even wanted a server still, and I do. I opened a new ticket on the 18th and on today the 19th I open the ticket to find Im being threatened that due to my previous ticket response nature I would be banned from the services they provide should I continue using profane language this is after my subscription had reached 19days left of the 2nd month without a single day of it working. So not only had I been waiting for almost a fortnight with little to know idea of the actual issue or progress on fixing my server I was told I would be banned from their services if I wasn't a courteous little peon (embellishment) they told me my server had been working and they connected to it as proof. I know no one has been on it my server statistics showing 0 connections in the last 11 days but I decided to check to make sure and nope, it was now giving older server version connection error (I had multiple people try to make sure) I also noticed that after their response that it was working my server was reduced to 8slots (having paid for 20) whether this was intentional or accidental I don't really care, I still now have to wait at the very least 24hours to know as live support is still down.

Ex1. http://multiplay.com/gamers/play-online/#gameservers
Ex2. http://www.multiplaygameservers.com/support/


Thank you, if you bothered, for reading and I sincerely do not place any blame on starbound and I will continue to play it in the future.

P.S The latest connection error "older server version" came to my attention a few hours before today's update when I received the ticket saying it was working, I do not expect any server to be completely functional directly after a patch as that is just unreasonable but this was before the patch.

 

DoctorWho? I tend to agree with you, I've had a very bad taste in my mouth as historically Multiplay.co.uk hasn't ever done as it promised and on several occasions had the audacity to tell me that I wasn't their target market so therefor I wasn't a priority. I wouldn't wish Multiplay on my worst enemies.

- Latt

 

Sorry man, I have a hard time sympathizing with you. Best of luck.

 

now, i am american, so i am not 100% of all the peculiarities of dialect involved, but with you being australian, and them being in the UK, would it have been more constructive, and yet still satisfying to have them misunderstand your usage of the word "mate"?

 

Not sure what mate has to do with their response times.

I wasnt asking for sympathy, merely explaining the situation.

Yeah Its a week later and the server has been up for less then 24hours total They definitely arent getting a 3rd months payment.

 

nothing. just a way of having a go at them without them being able to dismiss you out of hand for "belligerence".

 

I agree and I would never recommend MP to anyone. Bad support and took ages for my refund to come back .

 

Learned my lesson trying to make a Minecraft server years back. Never again. Ever. No matter how cute some of the players who joined my server were.

They gave back your little fishy!