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Aimchess.com down

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redtalun
Martin_Stahl wrote:
Cyb3rs4mur4i wrote:

Apparently Chess.com just laid off a ton of staff, so odds are you won't hear back anything anytime soon.

https://www.reddit.com/r/chess/comments/1dp766a/chesscom_fires_around_40_staff_as_it_prioritizes/lagr4pd/

There's still support staff and it shouldn't take significantly longer to get a response.

A more concrete assurance of support would be appreciated - it's been two weeks since the initial outage and subscribers STILL don't have access to the premium content they have paid for. I submitted a support ticket a week ago with screenshots of my paypal payment and have still not received a fix.

Are these tickets being escalated? Will our subscriptions be extended for the duration of time we were locked out of premium features (13 days and counting now)? Customers have paid for a service that is not being provided.

MacMark_de

My Aimchess Premium status continued to work when the site came back online. I subscribed around June 3rd this year.

nobyx

I still haven't got my Premium account back. I've now sent proof of payment via my PayPal statement. Let's see how long this takes.

Martin_Stahl
redtalun wrote:

A more concrete assurance of support would be appreciated - it's been two weeks since the initial outage and subscribers STILL don't have access to the premium content they have paid for. I submitted a support ticket a week ago with screenshots of my paypal payment and have still not received a fix.

Are these tickets being escalated? Will our subscriptions be extended for the duration of time we were locked out of premium features (13 days and counting now)? Customers have paid for a service that is not being provided.

My understanding is that those that had renewal during the outage are impacted band Aimchess staff are working on those issues.

I can't say what additional actions might be taken

redtalun

Hi all, happy Monday, reporting the latest update in my aimchess premium issues:

- 16 days ago: initial aimchess outage.

- 15 days ago: I send my first email to aimchess support, asking about the outage. Knowing what we do now about the nature of the outage, this was likely never received.

- 14 days ago: Chesscom staff provides an update that the site should be back "soon". I sit tight. It would take another 5 days for service to be restored.

- 13 days ago: For the first time, Aimchess contacts its members regarding the outage by sends an email (via sendgrid, as the DNS issues hadn't been fixed yet) acknowledging the service is down and that they are working on a fix. No eta for a fix is given. The email also states that aimchess support is not able to receive email and to direct inquiries to chesscom support.

- 11 days ago: Aimchess2 is launched as a stopgap. While similar to the main site, several issues were identified, including (1) lost streaks, (2) Apple ID login broken, (3) premium content missing for some paid members. I submit my first chesscom support ticket, asking for help with missing premium content on aimchess2.

- 9 days ago: aimchess restored. However, the issue with premium memberships not showing up persists for members still persists on aimchess main site. I send my second email to aimchess support, with screenshots of my PayPal receipt charged + no aimchess premium.

I have not received any further response from chesscom or aimchess regarding my paid content issues. Several other users are in the same boat. This is terrible support and I can't imagine how this is not a high severity issue for chesscom, as it is directly impacting revenue.

Further, I've noticed that PayPal still shows my Aimchess subscription as being active, meaning that I will likely be charged again in a few weeks for a premium membership that I don't have access to. This is likely veering towards civil fraud, as aimchess would be taking $$$ from subscribers without providing any of the promised services. I'll be contacting the Utah secretary of state if that's the case.

GuessWhatPigsButt

DON'T PAY CHESS.CRAP ANYTHING

DON'T BUY GOLD, PLATINUM, OR DIAMOND

DON'T BUY INTO THEIR CHESSABLE SCAM WHERE YOU PAY FOR OVERPRICED COURSES

WALK AWAY, CUT YOUR LOSSES

THEY DON'T CARE ABOUT YOU

Ack6D

On aimchess app and website in the news section they explained the problem, but also:

A free month of Aimchess! You lost time with Aimchess, some of you lost access to features you paid for, and that isn't fair. To make up for the lost week of Aimchess, we're offering you all a free month of Aimchess! The codes will be delivered directly to your Aimchess home page in the next week, along with instructions on how to use them!

Has anyone received this code?

teachermsb

I have received the code. Since I had just signed up for a year's subscription a week before it went down, I did not miss it that much. I think a month free is generous. Apparently, a lot of people have never subscribed to cable TV. It goes down just in time for the best college football game of the year and they offer you $5 off a $200 bill for next month? I would gladly trade all my other problems for losing a whole month of my subscription! They worked very hard to solve an horrendous IT problem in only a week and are offering generous compensation. Life sucks, and then you get checkmated on top of it. Move on.

markpersoonlijk

Yes, I've received the code too. Happy Aimchess is back! And I hope they will improve a few things.

BlissieBearrie

What is Aimchess.com? How long has it been around? What does Aimchess.com have that Chess.com does not have? Can I play a Rapid or Blitz game with another rated player? Do they have forum topics?