Trion's Scott Hartsman has delivered a "progress report" following another shaky weekend for ArcheAge's servers. He writes that patron queueing changes and three new North American servers (Ezi and Lucius Saturday and Calleil yesterday) have helped alleviate some though far from all of the login issues and queue times. To Europeans, he issues an apology, saying the new hardware for that region is still in customs and should arrive Tuesday. Daily restarts will also "flush out AFKs clogging the server," and he claims that around 10,000 botters and fraudsters have been recently banned.
What about the reportedly long customer service wait times?
"Our CS capacity has continuously been increasing even in the short time since launch. Chat wait times are about two thirds faster than what they were last week, even though the weekend's been the busiest time ArcheAge has seen as a whole. We're still pushing hard here to make sure even more people are wanting to help, and the next group of folks ready to help starts work first thing Monday morning."Hartsman notes that players will likely be compensated for last week's problems. "We are continuing to look into ways to make sure that everyone's made good for their troubles during this launch," he wrote.
We have reached out to Trion to follow up. [Update #2: Hartsman has spoken to us about the game's launch troubles here.] [Update #1: Trion says the EU hardware has cleared customs early and is currently being set up.]