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Announcement - A Sincere Apology

Dear Community,

Recently you have all noticed a variety of issues cropping up in various events throughout the game. First and foremost, we would like to deeply apologise for the issues you have faced. We would also like to assure you that issues faced by players are also issues for the whole team, and while they are felt in a different way they are still very much felt. It has never been our intent to provide you with the kind of experience many of you have had lately, and we certainly do not intend to shut down production of the game any time soon. Some of you may be aware that we are implementing a new production schedule soon, which we think will allow us much more time to ensure a more polished experience for all of you by ensuring the inclusion of time to iterate on design and testing phases. We hope this will mean a smoother experience for players going forward and, though it can take some time to implement fully, we feel that it will allow us to provide you with a better play-experience.

We have already mentioned some of the items we will provide as compensation in the patch notes for this week’s update, but here we will be a little more specific about the amounts, plus we have added some items to our compensation package for all players. We will attempt to add as many of the compensations and repairs as best we can with this update, but please bear in mind that some of it may come a little later to ensure that everything is added correctly and no further problems are encountered - some things may require a future update or hotfix but here is the list of the intended compensation:

- Every player will receive the chapter 1 and chapter 2 decorations from the Christmas Preparations event with a Village Happiness value of 15 and Normal Happiness value of 45 (these will appear in your inventory with no popup or message)
- The event will also restart with the update - chapters 1 and 2 will be completed and you will be able to continue from chapter 3
- The third phase of the event will feature a 25% reduction in requirements to allow you to gain even more Happiness points for the remaining chapters
- The Happy Hour will be extended an additional week and the bonuses increased from the original planned amounts

Every player will also receive the following package:

- Snowbound chicken coop skin
- Snowbound simple house skin
- 500 x Decoration parts
- 30 x Seaweed humus
- 100 x Seaweed Fertiliser
- 100 x Seaweed feed

And for the ranking issues with the Cooperative Hard Work Event every player will receive:

- 2 x Gold mystery boxes
- 1 x Free range cowshed skin
- 1 x Free range pigsty skin
- 1 x Cooperative apple orchard

In response to questions about individual ranking rewards for the Cooperative Hard Work Event, we are currently looking into that issue and the cause of it. We will provide more details as they become available to us, as we must first research the causes and the technical options available to us in regard to this issue. As mentioned previously, this is one of the topics that will be dealt with outside of this week’s update.

We are sincerely sorry for the errors that have appeared, many have come as a complete surprise in events that had been previously working as intended and then all of a sudden not functioning, such as the recent Cooperative Championship. We are also working hard on all these problems and the community team has been collecting the issues as they appear. These have all been passed to the team and we have been looking deeply into the cause of the issues that have arisen to attempt to resolve them. It is not our intent to run events that do not provide rewards, do not correctly count scores or cannot be started. The team take pride in their work and are also saddened to see the issues of late and the negative feedback in the forums. We hope to have the issues resolved as soon as we possibly can, though if you saw our recent live stream you may be aware that our team is perhaps a little smaller than some of you may have expected, and so it can take a little time to fully locate and repair issues. It is also the case that some of the issues that have appeared do not occur during our testing, and therefore cannot be predicted or known of until they appear on the live servers. As part of our production schedule we also hope to be able to test more features on the test server in future so that we can enlist your help to make the game experience as smooth as it can be. We intend to implement this along with the new production schedule over the coming year.

We understand that many of you are very upset with the state of the game and the errors that have occurred, and we intend to make a number of improvements as best as we can. Such improvements cannot come over night, but we are optimistic that what we have put in place can lead to a much better experience for all in the future. We would like to thank you for the patience you have shown, for your passion for the game and for your continued support. The moderator team in particular often receive a lot of the negative comments, despite the fact that they do not take an active role in the development of the game. It has been lovely to see some messages of support for them from some of you who understand the difficult position they are often placed in. While they do not actively develop the game, they are instrumental in providing us with your feedback and comments. They are often equally affected by bugs and issues as the rest of you but still make themselves available to answer questions and pass on any information they have. We sincerely hope that we can regain the trust we had with all of you and that the changes to our production cycle will have the effect we sincerely believe they will.

Once again, our deep apologies and as always, thank you!

Your Community Team
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