Free item and an apology for any issues you may have experienced.

[Keyvias]

We wanted to reach out and let everyone know what has been happening recently with some server and lag issues.
There are three issues and we wanted to let you know exactly what we're experiencing and how that affects what you're experiencing.

The first and most drastic was our server hosting situation. For the past two weekends Softlayer, the hosting company that we use, have experienced outbursts that have caused issues (such as game drops and disconnects, slow time, games not starting) that have ruined complete matches.  These issues were one off issues and they did not persist.  Once we discovered them, we've been taking them offline and getting our hosting company to fix them asap.  While we do not directly control these servers, we deeply apologize and we are talking to the hosting company demanding better for you, our players. 

The second is a scattering of bugs from hit markers not appearing to teleporting or not respawning while falling off the ship. These are bugs on our end and we are 100% focused on squashing these asap. 

The third is a fps drop caused by flamethrowers.  As flamethrowers became more in use after the last update, the fps drops caused by flamethrowers were more glaring.  This is something we've seen crop up and know many players have experienced.  We want to make sure you know this is something we are looking to optimize so our players do not suffer from avoidable fps drops. 

We deeply apologize that many players' first experiences of Guns of Icarus had to be marred by these issues and apologize to our vets who wanted a simple and fun weekend of dirigible demolition.

As always we will do our best to give you the best game experience possible and if we fail that we will be as open and honest about the reason why.  Also, we want to do something about the trouble we've caused.   So for every player who signs into Guns of Icarus before next Monday will receive a free Revolutionary costume, both male and female. If you already bought the revolutionary costume, please send an email to [e-mail] and request any other item we sell in the store.

[The Squirrel]

What? Did we just get customer service? Thanks a lot guys. Problems have been minimal for me but I know lots of people I play with have been having them. Thanks for being proactive about the problem and acknowleding issues. We need guys like you at the big companies.

[Abacab]

Wow, amazing, this is a company that knows how to treat its fan base, thank you for taking the time out to explain, a credit to the gaming industry.

[The Mental Medic]

A developer who is active, listens to the community, compensates for lost or unenjoyed game time, and responds to the community in a reasonable amount of time? You guys are one of or possibly the best devs I know of :3 Thanks for the costume!

[Lцсᶖаᶇ º¹]

i hate lag

[Rad Guy]

You guys over at Muse Games are always exetremely nice. Are you canadian?

[xenolego]

How long does a response take from support as I already have the Revolutionary and emailed them about 30 minutes ago?

[Keon]

Originally posted by xenolego:

How long does a response take from support as I already have the Revolutionary and emailed them about 30 minutes ago?

It depends, but they check their emails pretty fanatically, but I'm going to assume they are pretty swamped with requests right now. I can't speak for them, but generally not too long.

[Numinous]

That's real nice!

[Nerdsinc]

Ty for being open about this muse.

Just a question though:

Do you have an ETA on when these problems will be fixed?

[Cool emotes go here: ]

[Keyvias]

All our engineers are investigating now and it appears they're sourcing and starting to solve a lot of them. We still want to test it internally to make sure our fixes don't cause new breaks.
We're going to do a special hotfix though the second it's ready.

[Clone303]

where are the free items? if i can ask

[Oddmann]

thank you!

<3

[Ultimate Pheer]

Originally posted by Clone303:

where are the free items? if i can ask

They should just be there in your customization menu I think.

I sent an email on Friday, requesting a different costume because I already had the Revolutionary, but I haven't received any word back from anyone about it.

[izaak]

Hey, I have emailed your support email twice, you have read and replied to one of them, but you have not replied to the email i sent around a week ago. I got my first reply from Keyvias' email. So far the support you have given has been good, thanks

[Keyvias]

@ Ultimate,
I'll check with GreyT and see where he's at with taking care of those emails. He may not have caught them all before the weekend.

@ Tomoki,

Sorry if we missed your second email, please feel free to resend it our way (I worry that it may be lost to the internet gods) and I want to make sure you get taken care of.

Thanks!