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Dissatisfied Customer - pulling the rug out on Yar

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  • AviTrek wrote: »
    [S14] Bri wrote: »
    I purchased extra shuttle boosts, finished rank #50, got two event packs (no Yar) and DB told me I’m entitled to NOTHING. All I asked for was for them to exchange my (now) unwanted Yar for my
    Shuttle boosts.... needless to say I didn’t purchase the 4000Dil offer with 30 x premium packs recently and my spending will be for a monthly card henceforth.

    Keep pushing on that. I got all my shuttle boosts back and kept yar.

    Yeah I got my DIL refunded but to say they were reluctant to do so would be a huge understatement. Thankfully they finally acquiesced
  • PenguinJimPenguinJim ✭✭✭✭✭
    [S14] Bri wrote: »
    AviTrek wrote: »
    [S14] Bri wrote: »
    I purchased extra shuttle boosts, finished rank #50, got two event packs (no Yar) and DB told me I’m entitled to NOTHING. All I asked for was for them to exchange my (now) unwanted Yar for my
    Shuttle boosts.... needless to say I didn’t purchase the 4000Dil offer with 30 x premium packs recently and my spending will be for a monthly card henceforth.

    Keep pushing on that. I got all my shuttle boosts back and kept yar.

    Yeah I got my DIL refunded but to say they were reluctant to do so would be a huge understatement. Thankfully they finally acquiesced

    I hope that was a refund, and not a reversal?

    A reversal would leave me in a worse position than I am currently in. But they don't seem to understand? (I'm guessing that they do understand, but just don't care.... wow, I didn't expect to be making such negative comments about the situation at this time. Indeed, I didn't expect to still be talking about this in September!)

    @Shan , what do we do if we get escalated to someone who doesn't seem to know how Timelines works, doesn't seem to understand the dishonesty of offering a pack where one of the prizes is impossible to win, doesn't seem to be familiar with Disruptor Beam's previous solutions to similar problems, and doesn't even seem to have a good command of English? Do we just keep asking to escalate until we get someone who isn't wasting our time?

    Could you just tell us the name of who we should be talking to in order to get an acceptable solution?

    (Or even better - could you just sort it out, please?)
  • PenguinJim wrote: »
    [S14] Bri wrote: »
    AviTrek wrote: »
    [S14] Bri wrote: »
    I purchased extra shuttle boosts, finished rank #50, got two event packs (no Yar) and DB told me I’m entitled to NOTHING. All I asked for was for them to exchange my (now) unwanted Yar for my
    Shuttle boosts.... needless to say I didn’t purchase the 4000Dil offer with 30 x premium packs recently and my spending will be for a monthly card henceforth.

    Keep pushing on that. I got all my shuttle boosts back and kept yar.

    Yeah I got my DIL refunded but to say they were reluctant to do so would be a huge understatement. Thankfully they finally acquiesced

    I hope that was a refund, and not a reversal?

    A reversal would leave me in a worse position than I am currently in. But they don't seem to understand? (I'm guessing that they do understand, but just don't care.... wow, I didn't expect to be making such negative comments about the situation at this time. Indeed, I didn't expect to still be talking about this in September!)

    Well, I didn’t get any of the many shuttle boosts I used to finish 50th... and I only received my reluctant refund after arguing over six emails with someone who continuously misunderstood and seems to forget what I’d said
  • I take it from Shan's silence that he's not satisfied with his own response to this fiasco, and would like us to keep working to get a solution. I have some ideas. Obviously contact with Disruptor Beam is a complete joke - do they not speak English!? Lawyering up is obviously not a solution either because it's too much money to spend on this issue and there's no guarantee of a win anyway. I think theres a middle ground, but I wanna give Shan a final 24 hours before we take it away from Disruptor Beams hands.
  • PenguinJimPenguinJim ✭✭✭✭✭
    R2-EQ wrote: »
    Obviously contact with Disruptor Beam is a complete joke - do they not speak English!?

    I don't know if you're being literal, but the chap to whom my ticket was escalated couldn't go two sentences without a mistake. Except, funnily enough, for one large paragraph - which didn't actually answer my questions or help at all! Clearly a copy-paste.

    It's shocking to wait three weeks hoping to get a response from someone who isn't passively rude and clearly not bothering to read the ticket, only to end up with someone who is rude and cannot read the ticket because of their poor grasp of English!

    Between the Event and this ticket, I've got nothing to show for hours of my time. I think I'm heading into the Sunk Cost Fallacy, but I just don't want to give up yet..! But I would rate the support I've received as less than zero - my time wasted, my blood pressure raised by their rudeness, and zero acceptable compensation offered (not even one chroniton!). And with an online game like Timelines, it doesn't seem sensible to continue to play if there isn't any support.
  • Retirement??
  • Cranky (SC) Cranky (SC) ✭✭✭✭✭
    edited September 2018
    R2-EQ wrote: »
    I take it from Shan's silence that he's not satisfied with his own response to this fiasco, and would like us to keep working to get a solution. I have some ideas. Obviously contact with Disruptor Beam is a complete joke - do they not speak English!? Lawyering up is obviously not a solution either because it's too much money to spend on this issue and there's no guarantee of a win anyway. I think theres a middle ground, but I wanna give Shan a final 24 hours before we take it away from Disruptor Beams hands.

    I think Shan’s hands may be tied in what she can actually say or do to help.

    It feels like DB are playing hard ball on the issue and have gone into a lock down mode where they’re being very careful not to concede they made a huge mistake. This is reminiscent of DB historically, even though we’ve had reassurances before that they’ll be better at communication and holding up their hands when there’s been a problem.

    I believe they are still trying to hide behind the stats change being just ‘balancing’, which I totally disagree with. The changes were announced right when she stopped being available to buy (intentionally or not). There could have been warning much earlier on but they chose to wait until everyone had spent what they wanted to spend. Also, a balance should be a minor tweak, not something that makes that crew totally useless in that stat. I get that there were complaints she was overpowered and she may have been a tiny bit, but there were counter measures and a simple fix may have been to release new crew with a suitable defense on the following event. The changes to Polywater Yar’s stats were at best too extreme and at worse totally unnecessary.

    @R2-EQ I suggest you follow the normal process for submitting a ticket and having it escalated.

    I’ve been through the process and was only offered back perhaps 10-20% of what I used to obtain Yar, once you factor everything in, which I declined. A goodwill gesture on top of this to say sorry just seems out of the question, for individual tickets or all players.
  • .
    I get that there were complaints she was overpowered and she may have been a tiny bit, but there were counter measures and a simple fix may have been to release new crew with a suitable defense on the following event. The changes to Polywater Yar’s stats were at best too extreme and at worse totally unnecessary.

    Sorry I chopped the name, it's 7am and the kid hasn't alert yet.

    They did that..
    The next event they released a 2 second evade. Could have just Tinker with him to to make him a good enough counter if he wasn't out of the box.

    I hold this entire situation in complete contempt. This makes me feel as if I hold no value at all as a 2&1/2 year "vip 13" customer.
  • Paladin 27Paladin 27 ✭✭✭✭✭
    Paladin 27 wrote: »
    I’m sure they could have given a citation to people for for their yar’s but that is probably a little too generous.

    I disagree. It’s really the only solution that would have satisfied everyone. And while I see how some (DB in particular) might see that as overly generous, this was a colossal mistake of DB’s own making. And making it right should sting a bit. Otherwise, there’s really no incentive for them not to make the same mistake over and over. Keep in mind, this mistake really upset a lot of players, and DB profited a great deal from it. That’s just wrong to the core. Not only that, but it shook players confidence in what DB offers for sale going forward. People are now asking for confirmation that cards won’t be nerfed going forward before they spend on them as they did with Professor Sato. That’s going to continue for the foreseeable future. That’s not a good thing for players or DB’s bottom line. That could be devastating to DB’s bottom line in the long term. As long as players can’t trust that cards they buy will remain useful, there’s really no reason for players to spend money on the game in the future. This situation isn’t just about this one card- it’s about every card they release going forward.

    I agree with everything you said except a legendary citation being fair compensation for a single star of yar or really most any legendary. It might satisfy everyone who got yar, but would likely be viewed as unfair by those who didn’t. I view, and I would think others share the opinion that a citation is more valuable than a star of almost any legendary character other than a few cards like First officer Burnham.

    The in game economics support this as well, most new event characters you can buy for $25-$35 per star, while usually the cheapest honor comes out to about $10 for 8-9k (10 packs for $10) or around $60 per citation.
  • IronagedaveIronagedave ✭✭✭✭✭
    edited September 2018
    Personally I think the priority is to repair the broken card not citation. I want to have a card I fought hard over to have some use in the game. Fixing the card fixes the problem, Issuing extra freebies on top adds to the logistical nightmare of what is a fair deal for varying circs of individual players.
    [was on Sabbatical/Hiatus] Currently a trialist at Galaxy SquadronSTAY SAFE and KBO
  • {DD} Smelly{DD} Smelly ✭✭✭✭✭
    Paladin 27 wrote: »
    Paladin 27 wrote: »
    I’m sure they could have given a citation to people for for their yar’s but that is probably a little too generous.

    I disagree. It’s really the only solution that would have satisfied everyone. And while I see how some (DB in particular) might see that as overly generous, this was a colossal mistake of DB’s own making. And making it right should sting a bit. Otherwise, there’s really no incentive for them not to make the same mistake over and over. Keep in mind, this mistake really upset a lot of players, and DB profited a great deal from it. That’s just wrong to the core. Not only that, but it shook players confidence in what DB offers for sale going forward. People are now asking for confirmation that cards won’t be nerfed going forward before they spend on them as they did with Professor Sato. That’s going to continue for the foreseeable future. That’s not a good thing for players or DB’s bottom line. That could be devastating to DB’s bottom line in the long term. As long as players can’t trust that cards they buy will remain useful, there’s really no reason for players to spend money on the game in the future. This situation isn’t just about this one card- it’s about every card they release going forward.

    I agree with everything you said except a legendary citation being fair compensation for a single star of yar or really most any legendary. It might satisfy everyone who got yar, but would likely be viewed as unfair by those who didn’t. I view, and I would think others share the opinion that a citation is more valuable than a star of almost any legendary character other than a few cards like First officer Burnham.

    The in game economics support this as well, most new event characters you can buy for $25-$35 per star, while usually the cheapest honor comes out to about $10 for 8-9k (10 packs for $10) or around $60 per citation.

    I agree with you that a legendary citation is more valuable than a single star on most legendarys. But it’s really the only compensation that would satisfy everyone without reversing the nerf, which I don’t think should have happened in the first place. And again, compensation for mistakes this big should be painful to DB. That’s the only assurance we have as players that DB will make a good faith effort not to repeat mistakes like this in the future. Those of us that have been around long enough (like you and me) know that DB has a really bad habit of repeating mistakes, and compounding mistakes with more mistakes. At some point, for the game to survive, DB has to take ownership of their missteps, and make things right in the eyes of the players to restore some faith.
  • From my side, things are resolved - DB has removed Yar and some honour, and have refunded me through Google.

    Not a great customer experience, and I hope others get their issues reasonably resolved. I can now go back to mostly lurking lol.
  • furyd wrote: »
    From my side, things are resolved - DB has removed Yar and some honour, and have refunded me through Google.

    Not a great customer experience, and I hope others get their issues reasonably resolved. I can now go back to mostly lurking lol.

    Congrats.
    That wouldn't cut it for me but I'm glad you found a deal that worked best for you and your game :)
  • [S14] Elynduil[S14] Elynduil ✭✭✭✭
    edited September 2018
    Personally I think the priority is to repair the broken card not citation. I want to have a card I fought hard over to have some use in the game. Fixing the card fixes the problem, Issuing extra freebies on top adds to the logistical nightmare of what is a fair deal for varying circs of individual players.

    I get the sense that they are a little paralysed at the moment. As in, they are thinking, "We couldn't possibly change her again. Look at the uproar it caused last time!" But I think they can, and they should change her again. Not fully unnerfed, but just put her where the nerf was supposed to have put her: less OP, but still useful.

    There is a chance another change could upset a minority of players. ("I've just returned my copy for a refund!") But the majority would welcome it, I think... and it would go a little way towards showing that DB does, in fact, listen to concerns.
  • Data1001Data1001 ✭✭✭✭✭
    Elynduil wrote: »
    I get the sense that they are a little paralysed at the moment. As in, they are thinking, "We couldn't possibly change her again. Look at the uproar it caused last time!" But I think they can, and they should change her again. Not fully unnerfed, but just put her where the nerf was supposed to have put her: less OP, but still useful.

    There is a chance another change could upset a minority of players. ("I've just returned my copy for a refund!") But the majority would welcome it, I think... and it would go a little way towards showing that DB does, in fact, listen to concerns.

    A "minority of players"? Good grief, all due respect but I think you greatly underestimate the amount of consternation this would cause. It would only exacerbate the uproar amongst a lot of players, I'm certain. (Not that DB would ever consider doing this in the first place.)



    Could you please continue the petty bickering? I find it most intriguing.
    ~ Data, ST:TNG "Haven"
  • Cam TaliisCam Taliis ✭✭✭✭
    And still no further communication than “oh hey yeah we messed up, deal with it” (pun not intended).
  • And banning players and closing threads if folks seek refunds from Apple/Google when dissatisfied with CS response. I was ready to give up on the Yar fiasco and move on (while curtailing my spending) but these latest actions by DB is like rubbing salt on the wound.

    I guess the shuttle AND issue worked out from DB’s point of view and they think ignoring players and banning the few who get refunds is better for their bottom line. I hope they are mistaken and we players don’t let them get away with this again.
  • Oh wow, the account-ban thread got locked! :|
    Shan wrote:
    If you have a specific question about our Terms of Service you can ask me or submit a ticket. Thank you.

    If we paid cash for a Polywater Yar, and then didn't get the same Yar that we bought, obviously we are entitled to a refund, and in many jurisdictions that would be through the app host (eg Google Play). Under what conditions and/or in what jurisdictions would justifiably taking a refund and allowing DB to remove all items from that purchase then result in a game account ban?
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