[Huibertus]

Playing a double BXP tournament, paid for, with a robot.

Robot crashes on board 1,2 and 4, every 15 seconds I get a message "Robot seems to have crashed. It will restart soon". It actually gets restarted VERY slowly, not "soon" at all. I manage to complete board 1,2,3,4 averaging 77%.

Then on board 5 the robot crashed and NEVER restarts, so I can't complete board 5/6 the second round.
Third round the bot crashes on board 7 and NEVER restarts, now I can't complete board 7/8/9 in the third round.

For the 5 missing scores I receive 50% which is believe is an illegal score adjustment for issues OUT of your control, these should always be 60% or more if you average higher in the tournament.

So, BBO screws up the User Experience, does NOT do what it says it will do ("restart soon") AND applies the wrong scoring corrections costing BXP points.

How is this possible for a paid service?

Is there anybody who knows how to claim a refund? It's of course not the money, it's the principle of not being allowed to profit of a service THIS bad.

[lorserker]

hi, yesterday we had an outage on some of the servers running the robots.
i am currently preparing the refunds for all affected users.

for you personally, i am aware of this tournament: https://webutil.brid...980&u=huibertus

please let me know if this is not correct.

[Huibertus]

lorserker, on 2026-August-16, 06:12, said:

hi, yesterday we had an outage on some of the servers running the robots.
i am currently preparing the refunds for all affected users.

for you personally, i am aware of this tournament: https://webutil.brid...980&u=huibertus

please let me know if this is not correct.

[Huibertus]

That's correct, thank you.

As someone responsible for app development for (succesful) start ups, let me give you a few hints.

1. Make sure your infrastructure is of such a quality things like this don't happen. It makes clients run away to competition.
2. If it does happen, Don't give clients false promises like "It'll be restarted soon". It makes clients run away to competition.
3. Don't offer resolutions that are less good than what the law, or regulations of your game would offer if applied. It makes clients run away to competition.
4. Don't make your clients struggle to have to find out how to apply for refunds should you go wrong after all. It makes clients run away to competition.

All of that would be fine for FREE games, not for paid ones.