Customer Service Win!

Wundigore

Awarding honor for citations used on voyage exclusive crew. Well played DB! Well played.

And thanks for the change. I have been working hard to stay out of the decision tree branches leading to crew, now I will be trying to finish them and probably spending some DiL to get to part 2's.

PenguinJim

Giving honor back to people... who had chosen to spend that honor on those crew, were happy with their purchase, and weren't complaining.

Not giving honor to people in exchange for a Legendary that had almost immediately been rendered useless by Disruptor Beam, despite the hours and resources wasted, and despite there being precedent for this trade.

I'm happy for the people that get to enjoy this honor boost, don't get me wrong, but it feels to me like a tax break for bankers, while the actual needy are ignored.

I got so excited when I saw that thread open about the honor being dumped on people. I'd assumed that DB had finally started to solve the Polywater Yar problem! But, no.

That problem and DB's response highlighted a lot of problems with their customer service. Giving 5 free crew slots to every customer, and honor refunds despite there being no problem with those purchases... those things don't suddenly mean they have good customer service. I've been dealing with their customer service for weeks. It's genuinely the worst I've ever experienced.

Still, good news about the free crew slots! 👍

Antasil

There have been many requests to make voyage-only crew drop more often. Each time this was requested, it was also predicted that those who had used citations for the voyage-only crew would be in uproar if that should happen. I believe that this was the only way to go about it decently.

robownage

Antasil wrote: »

There have been many requests to make voyage-only crew drop more often. Each time this was requested, it was also predicted that those who had used citations for the voyage-only crew would be in uproar if that should happen. I believe that this was the only way to go about it decently.

Yup. They did very well here - nice to see them get ahead of the curve in this one.

Ishmael Marx

Agree with @Antasil. Of course, now I actually have to start answering these questions correctly to get the crew. Been avoiding them until now since I knew I would never use honor (or cash) to cite them up.

But DB... can I please start getting Guinan's part 1 before the 8hr mark?

Bylo Band

I for one think it is a really tremendous offering by DB. I did not benefit from the honor refund, but that was a great gesture, one for which I hold a significant amount of respect. The addition of 5 crew slots for everyone is wonderful, as is the 50% discount to acquire more.

All in all, I think this is terrific.

I will not blame the player for my mistakes

I'dd like to jump in and add my admiration for this communique.
Well done.

Althea Biermont

This is a big win for DB in customer goodwill

It makes me feel a little better after doing that 73 hour voyage to get them all

[SSR] GTMET

This is a great job and exactly the right way to address this! It also raises the question of why this wasn't done for Yar.

Captain Sisko [AA]

[TFA] GTMET wrote: »

This is a great job and exactly the right way to address this! It also raises the question of why this wasn't done for Yar.

This.

I applaud DB for handling the Voyage crew Honor refund in this manner.

However, my issue regarding Polywater Yar is still in limbo. It should have been handled the same way. Anyway, I don't want to rain on this parade, so I'll leave further Yargate comments for another thread.

Thank you, DB, for the honor refund on Voyage crew.

[Retired] BeamMeUpScottie

Hmm... it is good but also complete bull!

Some ppl decide to hold off not using citation to ff them and hurting. OTOH now ppl that did that get free rare cards

Captain Sisko [AA]

[Tired & ready to retire] BeamMeUpScottie wrote: »

Hmm... it is good but also complete bull!

Some ppl decide to hold off not using citation to ff them and hurting. OTOH now ppl that did that get free rare cards

If you didn't use the Citations, you can take advantage of the fact that the crew drops multiple times now and FF them that way. Might take a little time to get all the copies you need, but the end result is the same.

I still see it as a win-win.

[QH] Captain Ziggy

I do wish I'd cited all the ones I had now rather than just Thot Gor but that's on me. Thank you DB for awarding the Honor without us having to send tickets or start a forum riot.
Also thanks @Wundigore for your original intent with this post.

Cranky (SC)

This is a positive step in the right direction, thank you DB.

[S14] Elynduil

PenguinJim wrote: »

Giving honor back to people... who had chosen to spend that honor on those crew, were happy with their purchase, and weren't complaining.

They didn't have the time to complain between the changes to voyage drops, and the resolution to the problem that was sure to have resulted from that.

The point is that this time, DB anticipated, and then compensated before things came to a head. Whether it's a sign of true progress has yet to be determined, but it's one step in the right direction.

Hunter247

PenguinJim wrote: »

Giving honor back to people... who had chosen to spend that honor on those crew, were happy with their purchase, and weren't complaining.

Not giving honor to people in exchange for a Legendary that had almost immediately been rendered useless by Disruptor Beam, despite the hours and resources wasted, and despite there being precedent for this trade.

I'm happy for the people that get to enjoy this honor boost, don't get me wrong, but it feels to me like a tax break for bankers, while the actual needy are ignored.

I got so excited when I saw that thread open about the honor being dumped on people. I'd assumed that DB had finally started to solve the Polywater Yar problem! But, no.

That problem and DB's response highlighted a lot of problems with their customer service. Giving 5 free crew slots to every customer, and honor refunds despite there being no problem with those purchases... those things don't suddenly mean they have good customer service. I've been dealing with their customer service for weeks. It's genuinely the worst I've ever experienced.

Still, good news about the free crew slots! 👍

Quick question, so you have many more toys to throw out of your pram?

I suspect I am not the only one who is getting annoyed about someone hacing a moan about the issue every chance they can get

If you think that DB customer service is the worst you have came across you have led a charmed life.

cmdrworf

makes me wish I'd cited mine now. :-( At least I can get more copies so that a big bonus.

Data1001

Disregard this post. I am a nitwit.

Cranky (SC)

Data1001 wrote: »

cmdrworf wrote: »

makes me wish I'd cited mine now. :-( At least I can get more copies so that a big bonus.

This argument makes zero sense. If you'd cited them, you would have spent Honor (or citations that you'd purchased outright). By not citing them in the first place, you still have that Honor (or those citations). People who did cite them, have that Honor returned — thus placing them in exactly the same spot that people who didn't cite them are. So... what the heck are y'all griping about here??

Say I used 3 x 4* citations on Thot.
I got 18,000x3 honor refunded today.
Thot is still 4/4 in my inventory.

[SSR] GTMET

Look, I didn't citation them, I even threw mine out the airlock so they wouldn't take up space, but you know what, I run voyages every day and as long as they are left in for 6-12 months, I will have no trouble picking up the crew (well except guinan and Worf, but I never got one of them).

That said, this is fair approach. Some people may get a slight benefit, but no one is getting screwed over. That should be the goal. You will never satisfy everyone, but this is the right approach to take.

[S14] Elynduil

It's not like any of these crew are OP. If you don't have them FF yet, you're not missing out on all that much...

Data1001

{ACE} Admiral Pasty wrote: »

Say I used 3 x 4* citations on Thot.
I got 18,000x3 honor refunded today.
Thot is still 4/4 in my inventory.

You're absolutely correct, of course. Just came back here to post an amended statement when I realized my error. D'oh. In my defense, I haven't had my coffee yet.

Automaton_2000

They also gave free 4* citation(s). Given the choice, I'd way rather have the honor or even half the price back as honor. I should have tossed mine on a voyage-exclusive, but hindsight blah blah.

Aldude

I got 200000 honour, which I immediately blew on 4 ledge citations.
I nearly used my free purple citation on finishing Lucien... Buuuuuut I'll wait until he drops again.

I am biased, but I was happy

Yateball

It's large BS that people who finished them all got more free honor than people who didn't BUT this is a case of who made off better than everyone else with NO ONE ending up "in the hole".... I'll take the fight of "who had the bigger win vs the next person" vs. what we've been dealing with lately any day of the week

Lincoln Hawk

Well done DB. This truly makes up for the sizeable amount of doubt many of us were having about our investment in the game. Truly, truly well done.

Cranky (SC)

Rocky Moosejaw w/o Facebook wrote: »

Well done DB. This truly makes up for the sizeable amount of doubt many of us were having about our investment in the game. Truly, truly well done.

I’m glad you’re happy, but it only makes up a small amount of the distrust and lack of service for me. I was at 1/10 satisfaction, now I’m 3/10.

<TGE> Clifford

Captain Sisko [AA] wrote: »

[TFA] GTMET wrote: »

This is a great job and exactly the right way to address this! It also raises the question of why this wasn't done for Yar.

This.

I applaud DB for handling the Voyage crew Honor refund in this manner.

However, my issue regarding Polywater Yar is still in limbo. It should have been handled the same way. Anyway, I don't want to rain on this parade, so I'll leave further Yargate comments for another thread.

Thank you, DB, for the honor refund on Voyage crew.

I'm in agreement. I paid $25 for a DYC, and I can't even get my CS rep to give me a citation or 50k honor for the Yar I purchased. I'm not looking for anything crazy, I honestly just want what I was told I was buying in the first place- a useful legendary crew.

PenguinJim

Hunter247 wrote: »

PenguinJim wrote: »

Giving honor back to people... who had chosen to spend that honor on those crew, were happy with their purchase, and weren't complaining.

Not giving honor to people in exchange for a Legendary that had almost immediately been rendered useless by Disruptor Beam, despite the hours and resources wasted, and despite there being precedent for this trade.

I'm happy for the people that get to enjoy this honor boost, don't get me wrong, but it feels to me like a tax break for bankers, while the actual needy are ignored.

I got so excited when I saw that thread open about the honor being dumped on people. I'd assumed that DB had finally started to solve the Polywater Yar problem! But, no.

That problem and DB's response highlighted a lot of problems with their customer service. Giving 5 free crew slots to every customer, and honor refunds despite there being no problem with those purchases... those things don't suddenly mean they have good customer service. I've been dealing with their customer service for weeks. It's genuinely the worst I've ever experienced.

Still, good news about the free crew slots! 👍

Quick question, so you have many more toys to throw out of your pram?

I suspect I am not the only one who is getting annoyed about someone hacing a moan about the issue every chance they can get

If you think that DB customer service is the worst you have came across you have led a charmed life.

What the Spock..? How do you connect my encountering generally-competent customer service with having a "charmed life"?

I suppose, maybe... maybe you're suggesting that having had a good upbringing and a private education leads people to be better-equipped to check that purchases they make will be covered by good support? Certainly I do take the time to research holiday stays before booking, and I do gravitate towards online stores with great support, like Amazon, but I don't see why somebody like you couldn't also try their best to read and understand feedback for lodgings, restaurants, construction companies, retailers, etc.

Besides, you're commenting from a position of ignorance: we're not allowed to quote the rude messages we get from the rude charlatans we deal with at DB customer service, and I haven't publicly shared the full extent of the idiocy I've encountered. You don't know about the customer service I've received. Here's a little slice: I registered a separate complaint on DB's customer service against a rude, incompetent agent that had mishandled my Yar ticket for weeks, and to my utter amazement, that complaint was merged into my ticket that same rude agent was handling, so that he was now reading and responsible for a complaint against himself!

Surely even you can see the problem there?

That's not even the half of it, but I've simply never encountered such bizarre, insensitive, moronic actions from other customer service departments before. If you're saying that you think this kind of customer service is normal... well, maybe I am the freak for generally encountering CS competency from the companies I deal with. Or maybe you should raise your standards and stop accepting rude, incompetent customer service in your everyday life?

R2-EQ

I've encountered bad customer service before, and DBs is amongst the worst. 5 free crew slots? They give out 5 free crew slots every six months anyway... we knew it was coming. Crew slot sale? They have crew slot sales a few times a year.... none of this is good "customer service", its just how the game has been run for years. Getting a $10 coupon doesn't make up for ordering a $50 beef wellington with no beef! What kind of person would be fooled by such an obvious ploy?

Giving out 18K honour to people who bought citations for voyage crew just seems so random with all the unresolved issues....

[Retired] BeamMeUpScottie

Even though it is good things... again it is in overall bad ans this give advantage to certain players.

seems to me this is just a new controversy “voyage gate” in my opinion.
I am still not done with polywater gate with CS and then now this.