A documented bug is a bug which was reported to the game developers via the internal reporting system.

A bug can be reported by QA specialists and Support Team representatives.

If player lost in-game goods as a results of such bug or when the game servers were not functioning we can and will provide a player with a compensation for the losses.

THIS IS A palarium QUOTE.

   my issue is that is FROM SUPPORT.

but when i submitted the INGAME LOSS of GOODS>...     um we were DENIED???????????

                    i posted the denial copy and paste where it stated that we were given a small care oackage for the inconvience. but NOTHING for the loss of in game goods.

mine was actually not even the troops but the two 4 hour 20 % to O and D, and the other wasted boost, equaling to an amount in crystals that far exceeded the gift package ^^

Bugs has a point

  experience booster 50% is 300 crystals

  defense enhance 20% x2 is 800 crystals

  offence enhance 20% x2 is 800 crystals

ck JOHN said:

. Biohazard ?    how so?   

the issue is that losses occured on both sides.   the sector attacked would not have been found in such a manner but for the bug. if their losses occured because of the bug, if this were known outcome the attacking forces would not have even attacked and suicided for zero points, zero return, and actually came out NEGATIVE for the occurrence. so this way, one side is rewarded and one side is penalized because of the bug.  so now our enemy has their offence back and we are at a loss... yeah. hows that explained in any of the above?

and then there is the issue of in game goods....

COLOSSAL is a word that comes to mind to start a sentence that would be starred out. 

You did get the xp and offense points from the battle, and maybe would have attacked anyways for that.  I think the reasoning is that you chose to attack, whereas the defender couldn't access their account and therefore had no choice whether they participated in the battle.  So you might get the boosts back if you activated them then couldn't log in to use them, but probably won't get the troops back if you were the attacking party. 

the boost were lost before the game even came back online. -_- as repeatedly stated.   the game was down for 8.5 hours.

  as per the attack, the defenders also got to keep their xp, and defensive points 0.0   so..... k.

though the attacker CHOOSE to attack, this outcome decides a war between two clans. and palariums " hand of god" mode as severely altered the long term. also the game was online for everyone. support has made it clear that afk is not their responsibility.  

 and for the record, he was on line because he fired nukes in retaliation for the incoming nukes.

however facts aside.....

   if you had 10 offensive troops,    and so did i 

we fight and i take you to 5 offensive troops leaving me 7.

palarium steps in ...

now you have 10 offensive units, and i have 7...     so in essence if i do WIN a battle three times.. i lose the game.  because it wil be 10-1

and the reason this was brought here......    this has happened that the feds have gotten troops back. this will mark the 3rd time this year. the goonswarm once.   

just trying to post this up ~ so when the tears flow later, there is a reference point ^^

. Biohazard ?    how so?   

the issue is that losses occured on both sides.   the sector attacked would not have been found in such a manner but for the bug. if their losses occured because of the bug, if this were known outcome the attacking forces would not have even attacked and suicided for zero points, zero return, and actually came out NEGATIVE for the occurrence. so this way, one side is rewarded and one side is penalized because of the bug.  so now our enemy has their offence back and we are at a loss... yeah. hows that explained in any of the above?

and then there is the issue of in game goods....

COLOSSAL is a word that comes to mind to start a sentence that would be starred out. 

CK Bugz Bunny said:

A documented bug is a bug which was reported to the game developers via the internal reporting system.

A bug can be reported by QA specialists and Support Team representatives.

If player lost in-game goods as a results of such bug or when the game servers were not functioning we can and will provide a player with a compensation for the losses.

THIS IS A palarium QUOTE.

   my issue is that is FROM SUPPORT.

but when i submitted the INGAME LOSS of GOODS>...     um we were DENIED???????????

                    i posted the denial copy and paste where it stated that we were given a small care oackage for the inconvience. but NOTHING for the loss of in game goods.

but you saw fit to delete it.         

But you didn't lose troops as a result of the bug.  You lost troops as a result of you choosing to send those troops to attack the other player, they were not able to recall their troops because of the bug so their loss was a direct result of it. 

i think your complicating the point.

 TD has a glitch, it happens.

   because of this glitch a support ticket was created asking for return of troops with a screen shot for proof ,  YOU ONLY RETURNED ONE SIDE??

~~~~why would one want to do the same job twice , involving an increase in people, support, logs, searches anyway?  rather redundant and not cost effective at all.~~~~   just saying ~  logic. overhead work and cost alone... 

  when the ticket in question should be returned as a whole, 1 time. to both sides, no matter who turned it in, after all it was a TD glitch that caused the lose no?  

and the best answer you have for this is to demand something impossible for anyone to procure.... 

ILLUSTRATION:

Person A  vrs Person B

  person A pays 10.00 to  play your machine          person B pays 10.00 to play your machine.

                       YOUR MACHINE BREAKS AND TAKES BOTH THEIR MONEY.

            you review... and only Person A gets there money back.

and you are ok with this and defending it ?

or do you think Person B is wondering why they are feeling like they got mugged?

Guys, all decisions are made by Support Team only. You can contact them again if you wish. However, we are not able to help you on Forum. I can only ask for some clarifications if you have:

a) Your ticket ID where your request was declined though you had screenshots.

b) Ticket ID of your rivals where they have received their Units back after sending the same screenshots. 

nothing... and you just walk away from the subject>???

so, you give one side back there force because of a palarium "glitch" but then deny  the other side.who operated under the same glitch...

kind of unbalanced and unfair advantage shown.

kind of bs.

Well, I had the ss confirming that they (rivals) did get theirs back after providing the screenshot to the support team.

What i don't understand is that why didn't we get our units back? We are not the ones that complained to plarium support, it was the rivals.

So when support team decides to restore the rivals, shouldn't they also restore the attackers? Its not like we still have the screenshots from those attacks, but certainly the rivals when they reported the losses done onto them, the support team also has the access to see the attackers units that was lost.  

Why not give them back as well? 

two parties make up that battle report.

one side got their troops back.

one side did not. 

Bit unfair i'd say.

Alyona Kolomiitseva said:

CK-Prophesy said:

Hi Alyona,

The information concerning my rivals' units is accurate. The exception was made and we never got anything in return out of it.

Here is evidence of such: 

http://prntscr.com/caem8n

Please consult with your support team. 

So you had a ss, but they didn't restore your Units?

i think your complicating the point.

 TD has a glitch, it happens.

   because of this glitch a support ticket was created asking for return of troops with a screen shot for proof ,  YOU ONLY RETURNED ONE SIDE??

~~~~why would one want to do the same job twice , involving an increase in people, support, logs, searches anyway?  rather redundant and not cost effective at all.~~~~   just saying ~  logic. overhead work and cost alone... 

  when the ticket in question should be returned as a whole, 1 time. to both sides, no matter who turned it in, after all it was a TD glitch that caused the lose no?  

and the best answer you have for this is to demand something impossible for anyone to procure.... 

ILLUSTRATION:

Person A  vrs Person B

  person A pays 10.00 to  play your machine          person B pays 10.00 to play your machine.

                       YOUR MACHINE BREAKS AND TAKES BOTH THEIR MONEY.

            you review... and only Person A gets there money back.

and you are ok with this and defending it ?

or do you think Person B is wondering why they are feeling like they got mugged?

CK-Prophesy said:

Why would a rival in a war game cooperate in helping you get your units back? They are rivals. The meaning of the word rivals would defeat the purpose of cooperation.  

That is like saying, Plarium will cooperate with other MMO game providers for getting there customers, would Plarium cooperate with OTHER MMO game providers ?  

The support team had a ticket from the rival, they had the screenshots provided by the rivals, which has the date/time stamp, including unique identifier that can easily restore.

To say that support team only will restore to those that ask. How do we really ask? 

We are not the clans that went crying to Plarium. Nor can we provide the screenshot as Plarium deletes the combat report after so long time ago. Only Plariium has the ability to pull the information through the database query which would be your support team. 

And if you are returning one side's army, shouldn't you automatically return the other side, for the same reasons as to why support/plarium made the decision? Why should another ticket be placed? Why does it need to be asked? 

Oh I understand all decision are made by support team only. But you as the community manager is responsible for understanding the concerns of the community members through the forums. Shouldn't you take this as feedback to the Support team? 

Why would a rival in a war game cooperate in helping you get your units back? They are rivals. The meaning of the word rivals would defeat the purpose of cooperation.  

That is like saying, Plarium will cooperate with other MMO game providers for getting there customers, would Plarium cooperate with OTHER MMO game providers ?  

The support team had a ticket from the rival, they had the screenshots provided by the rivals, which has the date/time stamp, including unique identifier that can easily restore.

To say that support team only will restore to those that ask. How do we really ask? 

We are not the clans that went crying to Plarium. Nor can we provide the screenshot as Plarium deletes the combat report after so long time ago. Only Plariium has the ability to pull the information through the database query which would be your support team. 

And if you are returning one side's army, shouldn't you automatically return the other side, for the same reasons as to why support/plarium made the decision? Why should another ticket be placed? Why does it need to be asked? 

Oh I understand all decision are made by support team only. But you as the community manager is responsible for understanding the concerns of the community members through the forums. Shouldn't you take this as feedback to the Support team? 

Alyona Kolomiitseva said:

BiohazarD said:

Alyona Kolomiitseva said:

Guys, all decisions are made by Support Team only. You can contact them again if you wish. However, we are not able to help you on Forum. I can only ask for some clarifications if you have:

a) Your ticket ID where your request was declined though you had screenshots.

b) Ticket ID of your rivals where they have received their Units back after sending the same screenshots. 

If you give me that two IDs, I can dig some info for you. In any case, Support Team restores Units only for players who ask for it, not for both sides, unless the second side submits their own ticket.

How do you get someone elses Ticket ID?  I can't think of any way that doesn't involve illegal activities, unless they decide to tell you which doesn't seem likely if they're your enemy. 

Ask him. Unfortunately, there's no other way to get it. Only if your rival wants to cooperate.

@CK Bugz Bunny (28 August, 2016, 4:58 PM):
Plarium's off on the weekends, except for the Help and Support Desk.

Since I haven't been as involved in the conversation and don't have as close a connection to the Help and Support Desk as Alyona, I can only tell you to wait another day for her to return.