502 Server Error

facts

Beta tester kyraaguinaga reporting 3 different type of server failures

Also for posting images on the groups their has been a warning saying data overloaded. 
Now I do understand that the data load is a common thing for everyone what I don't understand is why it completely disappears during chess games but doesnt work for navigating the site, messaging friends/vlub members/forums or why it doesnt work for just going into your own homepage. I have been looking for a solid 2 hours and its the same thing over and over.

even posting this message has been impossible

This is ridicolous. At this point, I don't want my elo points back, I want my money back. Still chess.com overloaded accept new players... go figure

If you open a ticket with support, they can help with either of those. https://support.chess.com/collection/343-contact-us

I understand it's not the team's fault that the servers are full, but at least give us compensation points for games where we played and, either drew or lost, because the server crashed. It's one thing to tilt over a game, it's another thing to have a completely winning position and get close to getting my points back, only to have any record of that game just vanishing. 

Ok, that's one way to go. Another way will be: we chess.com have failed our customers for 2 months straight now. So you get 2 months refound, no question asked. Is this gonna happen?

sooo true! I was about to do checkmate and server crashed, so it ruined my winning streak

Exactly.  We need to find a good class action attorney.  The unwillingness to refund accounts, while they still solicit new members, and admit they can't serve the members they have, is not only unconscionable, its legally actionable. Not worth anyone's trouble for $5 bucks, but collectively its likely in the millions.

I'm not a litiguous person. However, with Chess.coms complete stonewall, it may be the only way to get their attention.

I'm not staff and can't say what might be done. I know that the problems started in January (first official notice about it was January 11th and I think thing started earlier that week or the end of the week before).

At this point, I believe it is unlikely any blanket process is going to happen and any such decision is unlikely until the situation is stabilized and they know exactly how long members have been impacted (speculation but likely).

If you open a ticket with support, they should be able to assist you and give you a better answer to that question.

The site is not unwilling to refund. I haven't heard of any member that has opened a ticket asking for a cancellation and refund of their membership being denied. Yes, you'll get the initial automatic reply that they have received your ticket and it may take a little time for them to get to the ticket (due to high numbers of tickets) but they will get it handled. My understanding is the billing group has been responding to tickets pretty quickly.

it's been days

One very simple action would be to suspend the creation of new free accounts. It would at least show they have some commitment to their lip service about serving members being their first priority

What category did you choose when opening the ticket? If it wasn't one related to billing it likely is in the general support queue and I know they have a longer wait time and backlog.

It's totally their fault; not projecting their market correctly;  not investing enough proactively, taking on accounts you know you cant service, and continuing to solicit new accounts when you are utterly failing to service the ones you have. Any reasonable business would already be on top of this. They're making horrible decisions that only be  motivated by short term profits, that are likely to cost them greatly in the long run.

Almost no company can accurately predict a doubling of traffic in a couple of weeks. That's way above any reasonable projections a company with a history of slower, steady growth could expect or plan for, without wasting money on capacity that's likely to sit idle for a long time, in the off chance something like this happened, again (pandemic an Queen's Gambit were extremely unlikely to happen again )

But a smart, customer focused  business won't accept business it can't handle. Chess.com continuing to take new accounts through all this is equivalnet to a restaurant taking reservations for meals when it doesnt have the staff to serve them, an airline overbooking it planes, a hotel booking moire guest tnahn it can handle.

Would you acpet that behavior for two months  from Southwest Airlines?  In fact Chess.com  could take a lesson from Southwest. While they messed up by fialing to invest in IT, at least they acknowledged it, stopped taking bookings they couldn't handle, issued refunds and lavished frequent flier miles on their customers. Chess.com is doing none of that, and you just seem willing to shill for them

And please @chess.com stop linking your 502 errors to gotham or hikaru vids . Those booklinkers never missed an opportunity to get more viewers out of every situation

I'm willing to give the site the benefit of working on solutions and when the situation is resolved giving them a chance to decided what the best method forward is.

The database issues are mainly during peak traffic times and I can also see that completely shutting down new registrations may have as bad or worse of an impact overall than the database issues are.  It's certainly not as cut and dry as some may think, not from a site, member, business, or community standpoint. 

Once we get to the other side of the current situation, history will tell if the route the site took was right or wrong. I'm mainly trying pass along information and help where possible.

@Martin_Stahl, None of my comments are directed against you personally (why would that be?)  I guess those days are not the easiest for you. But asked you one question, why are you the one on the front line?  Why the main staff didn't come to help?