about 30 minuets go Una suddenly crashed and went into Maintenance mode with no announcing on twitter that it will be going down as they did 7 hours ago for two other servers. while i was loading into a Chaos dungeon i got stuck in the loading screen after trying to reconnect several times that’s when on the server select screen it showed “Maintenance” about 20 mins later it was back up but i lost my precious daily “Aura of Resonance” and we all know how preciouses that is!
i contacted the live chat support and could not answer why the downtime was not announced on twitter what so ever and completely ignored the fact that it was not my fault. I 99% of the time have the chat closed while playing unless in guild chat or looking for world boss. this is just BS. they can send out a tweet on other servers going down but not this time ?
below is the transcripts on the chat where “Axel” literally shut the door on my face
You are now connected to Axel from Amazon.com.
Me [11:48:33 PM] : Issue: Lost Ark - In-game issues: Something Else
Axel [11:48:40 PM] : Hello, my name is Axel. I’m here to help you today. Are you contacting us regarding New World or Lost Ark?
Me [11:49:57 PM] : hello axel. the recent sudden Una server maintenance got me stuck in a loading screen going into a Chaos Dungeon and i lost 1 of my 2 daily runs. is there anything you can do ?
Axel [11:52:27 PM] : I’m sorry you are having issues with your Chaos Dungeon
Axel [11:53:20 PM] : Unfortunately, we aren’t able to help you further, since the maintenance was already scheduled
Me [11:54:06 PM] : the down time for Una specifically that happened 20 minuets ago ?
Me [11:54:15 PM] : other servers were still up
Me [11:55:25 PM] : the who server was laggin and everyone in the chat was wondering what was going on it was abrupt
Axel [11:55:27 PM] : Yes, the maintenance announcement should appear below your chat if there’s one scheduled
Me [11:56:39 PM] : i dont this this down time was announced im not the only one who got stuck in the chaos dungeon
Me [11:57:08 PM] : could you confirm for me if it was announced ? i saw the one for last nights update but not this one
Axel [11:58:58 PM] : Any maintenance announcement should appear below your chat if there’s one scheduled
Me [11:59:59 PM] : After last night’s maintenance, we are aware that some servers may be experiencing issues that impact player experience
Me [11:59:59 PM] : We will begin with server restarts on Thirain and Trixion servers, starting in approximately 10 minutes at 1:30 PM today
Me [12:00:24 AM] : this was your last specific server fix
Me [12:00:31 AM] : there was none for Una
Me [12:01:03 AM] : i normaly play with the chat closed for more screen space
Me [12:01:11 AM] : why didnt it get announce on twitter
Axel [12:01:36 AM] : It’s announced below on the chat, not on the chat
Me [12:02:43 AM] : well i didnt see it and it is a bad inconvenience especially that there was no twitter announcement otherwise i would not have run a chaos
Me [12:02:51 AM] : how can you make this right ?>
Me [12:04:13 AM] : im not asking for any tangible items in game just 50 more “Aura of resonance”
Me [12:04:42 AM] : it was not properly announce i can find any una downtime on twitter
Me [12:04:49 AM] : cant*
Me [12:05:27 AM] : is ther anyway a supervisor can look into the matter >?
Axel [12:05:57 AM] : We apologize for the inconvenience but we are working hard to improve the overall stability of our severs so you don’t have to experience this issue again in the future, however, as of right now we can’t give any compensations for this occurrence, if our developer team decides to give any, it will be announced on our socials and/or forums
Axel [12:06:21 AM] : For Amazon Games matters, we are the last point of contact, there’s no supervisor we can transfer you to
Me [12:07:14 AM] : so the next time i run a chaos or any daily entries i run the risk of the server going down and loosing my entry?
Me [12:08:12 AM] : i dont understand why the down time was not announced on twitter like the others
Me [12:08:24 AM] : can you give me a reason for that ?
Axel [12:08:29 AM] : As I mentioned, we are working hard to improve the overall stability of our severs so you don’t have to experience this issue again in the future
Me [12:10:05 AM] : i get that but there has to be some sort of follow up for those who lose daily entries to chaos . its not my fault the server went down
Axel [12:12:00 AM] : I sincerely apologize, but we’ve been already inform from our developer team that they are working to improve the servers and are not currently compensating for this issue
Axel [12:12:15 AM] : if the decide to give any, it will be announced on our socials and/or forums
Axel [12:12:20 AM] : they*
Me [12:13:06 AM] : this is unsatisfactory. i now have to wait till tomorrow to run it again and there was no downtime announce on twitter
Axel [12:13:37 AM] : Is there anything else I can help you with?
Me [12:13:44 AM] : yes your supervisor
Axel [12:13:59 AM] : We don’t have a supervisor
Me [12:14:03 AM] : your boss
Me [12:14:11 AM] : shift lead
Me [12:14:13 AM] : who ever
Axel [12:14:35 AM] : If there’s no other issue you need help with, I’ll have to close our chat
Me [12:15:36 AM] : there needs to be some recovery here and ignoring a paying customer of over $100 for a downserver with no announcement is not my fault
Axel [12:15:51 AM] : Thank you for contacting us and have a great rest of the day!
Axel has left the conversation.
