How Daum Really handled Black Desert Headstart Issues
As many of you know the Black Desert headstart that cost players either $100 for 4 days headstart or $50 for 2 days headstart included with the preorder packages had a ton of problems. Issues aren’t surprising during an MMO’s launch so most of these things are understandable though how Daum dealt with the issue is another story.
It amazes me how Daum dealt with the issues and how they prolonged compensation, failed to deliver, and then shut everyone up. I decided to write this article seeing as though you can’t talk about it on the forums anymore and Daum will not reply to the issue anymore, the issue they called a “top priority”.
It also amazes me how many players actually believe Daum delivered compensation and fixed the issue and how many news sites post that Daum provided compensation to players and fixed the issue.
Before I start in on how the compensation and headstart issues honestly went down I want to say that I was a player caught up not only in pre-order confusion, not receiving items and receiving wrong items, but I was also one of the players who leveled as fast as I could and lost a level 25 character the day headstart started and lost 2 days of headstart waiting on Daums response.
It took Daum about 24 days to “conclude” the headstart issues. First lets go over what the headstart issues were –
– SERENDIA ISSUE –
The first issue that happened just hours after the game launched was the Serendia issue in which characters playing on the Serendia channel were switched to a random server entirely, forever losing their guild name, character name, and progress.
On February 28th CM_Jouska replied to the issue on the forums saying “No matter what the outcome is, we assure you we will resolve this as soon as possible. ” You can view that post here.
Half the day went by as many players sat waiting to know what to do with their character. We wanted to play on our server and we waited hoping that they would fix the issue and put our characters back on the correct server. Unfortunately that didn’t happen and Daum’s official response was (can be viewed here)
We are now in the process of correcting this issue, unfortunately the characters affected by this will remain on the server they are on currently.
If you do not wish to continue playing on that server you will need to make a new character on your preferred server.
After our analysis it has been determined that due to the limited number of player impacted versus those not impacted and the amount of time invested, this is the best course of action. To perform a full wipe, or to manually relocate the Serendia characters would simply take too long and would nullify the benefit from the head start period.
So there’s that… If you wanted to play on the server you wanted to play on you’d have to make a new character and you would lose all progression. Many of us wanted to use our characters name so we deleted that character, waited 24 hours, and tried making a character with that name hoping someone wouldn’t take it before you could get it back on the right character on the right server. Daum’s resolution was basically to have people delete their characters and restart.
It amazes me how they said the number of players were so limited yet they also said it was to much effort for their multi-million dollar publishing business to transfer those limited number of players back to the right server.
What I did: I deleted my character that was placed on the wrong server by Daum. I re-rolled a new character again, lost all my progression, my name, and my guild lost their guild name as well. Simply because Daum didn’t know what to do and didn’t know how to transfer us back to the correct server. Their solution was for us to deal with it.
Later that day Daum announced compensation for the issue also announcing that they will offer a name swap for existing characters. (unfortunately they told us to reroll so a lot of us had deleted that character trying to get the name on the other server ourselves. Daum was a bit late on that.)
So the compensation was pretty cool personally and I was happy with it 10x 1 hour tier 3 GM apologies and 1 week of Merv’s pallet which allows you to dye your equipment freely for a week.
Sadly truth is, nobody actually got this compensation. Nobody actually got Serendia compensation at all. Many posts following the issue touched on other headstart issues but failed to mention the Serendia issue. It left many of us very frustrated for what we got for $100.
Again, nobody who was impacted by the Serendia issue was compensated for it even after numerous posts changing the Serendia compensation and announcing that they were still working on coming up with a good compensation. I guess a good compensation from them was no compensation.
After waiting weeks only to get irrelevant automated responses that barely touch on the issue in my submitted tickets an actual GM responded.
Here’s how the GM responded to my issue 24 days after it occurred –
Due to the issues players experienced during Early Access, we have sent you an in game mail with some special items. In your mail, you should have the following:
10 x GM Apology (1h)
10 x Special Serendian Meal
The compensation items that have been mailed to you are a replacement for the Compensation 1 package, which did not show up on your account page. We apologize for any inconvenience.
Basically in response to the Serendia issue I got a response giving me compensation for another compensation that they failed to send. They basically sent 10x GM apology’s and 10x serendia special as a compensation for failing to send 30x nutritious pet food, 1x horse skill change, 10x horse exp, and 10 dye boxes.
This was the compensation layout for the headstart issues, notice how it mentions nothing about the Serendia issue at all. In this compensation they failed to deliver many compensation 1’s and 3’s and are now no longer dealing with compensations and silencing people on the forums who try and talk about it. They tell players to submit tickets to their support but we receive automated responses weeks later telling us that the compensations are no longer being sent out.
It is understood that this situation has been less than ideal and we are very sorry for how it has impacted your gaming experience. That being said, this decision is final and we are unwilling to let it stretch on further as it will disrupt our ability to properly provide service for the coming content.
Again, you have our sincere apologies, and we will strive to provide better resolutions for future issues.
So that’s it…. Daum’s compensation didn’t actually go as planned because Daum doesn’t know how to send things in game. They have shown us very clearly that they couldn’t deliver preorder items properly (to everyone), that they couldn’t deliver compensations properly, and that instead of resolving issues they prefer to prolong them long enough to eventually silence players so the mass majority of the community forgets it ever happened and are left thinking they fixed and compensated the issue.
Just a clarification the compensation above does not cover those impacted by the Serendia issue, this is still being worked on and once it is finalized an update will be made.
Right, turns out there was no such thing as a Serendia compensation.
Daum made an updated concluding compensation which can be seen here. The conclusion tells people who did not receive their compensation to submit a ticket with “#serendia” and or “#compensation”.
This process will only be available for existing tickets, creating additional tickets or tagging tickets with the wrong #trigger will not speed the process, on the contrary it will only create additional work and slow the resolution time. We know this has been a messy process, and the situation is less than ideal for those effected, but we are thankful for your patience and dedication to Black Desert Online.
If you don’t have an existing ticket it would take you about a week to get an automated response providing compensation for not sending compensation 1 but still no compensation for Serendia at all.
All forum posts regarding compensation were soon after closed to responses, all tickets seem to be getting automated responses saying they are “unwilling to let it stretch on further as it will disrupt our ability to properly provide service for coming content.
At the end of the day Daum provided very few people with compensation, even fewer people with the right compensation, and completely left their so called “Serendia survivors” hanging.
I love playing Black Desert, the game is absolutely amazing but the publishers really worry me. It wasn’t the issues that upset me and many others, it was the fact that Daum failed to address the issues, failed to send compensation, and many times changed compensation. They led many players on for weeks thinking they would resolve the issue. For some players who were lucky enough not to be impacted by the Serendia issue they were left with some form of at least one of those compensations. Unfortunately again, Daum lied to many of us and failed to deliver and are now actively making an attempt to ignore the unresolved issues.