2) Everyone who finished ranked 1001-1500 (or maybe 2000) to get one star of Mirror Troi.
How would that be fair on those who might have dumped a load of Cron in the hours leading up to the outage to ensure their position?
If you suddenly expand the range out that from would be wasted.
There’s no good way to tell how many of the people who actually did make it into the top 1000 would have still been there if the outage didn’t happen. But it seems reasonable to say that there are people who ended up just out of the top 1000 that could have made it there with just a little boost...and these people likely didn’t fall that far. Anything past rank 1500 or 2000 is probably too much, and the more I think about it the more I’m settling on 1500 instead of 2000.
They fixed it. I’m happy. I got my Honor, customer service was rapid and polite.
I think part of this was that it happened over New Years, so they were no doubt understaffed. You can argue they should have altered their schedule or whatnot, but whatever. They goofed, then botched the “fix” but have now recovered IMO.
I get more enjoyment out of the game than to worry about the grief the bugs cause when in every case Customer Service has taken care of my tickets.
They fixed it. I’m happy. I got my Honor, customer service was rapid and polite.
I think part of this was that it happened over New Years, so they were no doubt understaffed. You can argue they should have altered their schedule or whatnot, but whatever. They goofed, then botched the “fix” but have now recovered IMO.
I get more enjoyment out of the game than to worry about the grief the bugs cause when in every case Customer Service has taken care of my tickets.
Happy new year. LL&P.
I have raised three tickets including this one and I wouldn't say that Customer Service was prompt in any of them - this current one I have only received the automated mail and out of my two other tickets one was answered with a "Is this still happening?" weeks after I resolved it while the last was resolved after a few days.
For the record, I turned in over 500 rare rewards and jumped almost 1200 ranks in the space of 3 minutes. As you'll see from the event timer, had I waited another 40 mins, I would've been up shan*snip* creek without a paddle
Been over 2 days and still no response from CS. Though some people in my fleet have been contacted and compensated. @Shan@Black Pebble an update about response time and priority order will be appreciated.
Been over 2 days and still no response from CS. Though some people in my fleet have been contacted and compensated. @Shan@Black Pebble an update about response time and priority order will be appreciated.
Same for me. I was about to reply and bug them again.
I just got my reply and compensation, so it is coming folks - yay for that.
Also, keep in mind that while many of the CS agents are not based on the East Coast, Boston is being pelted with some winter weather right now - let's have a bit of understanding and patience on some of the staff being unable to immediately reply.
Some people in my fleet have been contacted but I am sure the amount of tickets DB has to go through is a lot. As Shan stated that the process is going to be individually corrected so it will take time.
People know the compensation for this issue so it shouldn't be an issue. Lets give them a bit more time to resolve.
Some people in my fleet have been contacted but I am sure the amount of tickets DB has to go through is a lot. As Shan stated that the process is going to be individually corrected so it will take time.
People know the compensation for this issue so it shouldn't be an issue. Lets give them a bit more time to resolve.
The problem is that the unacceptable lack of communication on this means that those who have not been compensated have no idea if they have been missed or simply are in the queue
Some people in my fleet have been contacted but I am sure the amount of tickets DB has to go through is a lot. As Shan stated that the process is going to be individually corrected so it will take time.
People know the compensation for this issue so it shouldn't be an issue. Lets give them a bit more time to resolve.
That seems reasonable, but I am just a bit worried abt CS RNG. In any case, some indication of timing would be helpful.
Some people in my fleet have been contacted but I am sure the amount of tickets DB has to go through is a lot. As Shan stated that the process is going to be individually corrected so it will take time.
People know the compensation for this issue so it shouldn't be an issue. Lets give them a bit more time to resolve.
The problem is that the unacceptable lack of communication on this means that those who have not been compensated have no idea if they have been missed or simply are in the queue
I get that but in my job I work on tickets too the best answer I can give you is most likely tickets are sorted by priority and then worked on and stays in a queue until resolved. It is more likely that your ticket just hasn't been worked on than they forgot about it. I would say if you don't hear anything by Monday I would reply to the ticket. To me a week is reasonable to resolve a ticket. Why most people don't like to wait that long, it is still just a week in which a lot of people take vacation on and there is a big storm going on.
Why we all might not like some of the communication that comes out I don't feel like @Shan or @Black Pebble are ever trying to purposely deceive us. The community expressed frustration and concern with the compensation because I believe it was rushed without thinking of the consequences. Lets not rush them now.
Some people in my fleet have been contacted but I am sure the amount of tickets DB has to go through is a lot. As Shan stated that the process is going to be individually corrected so it will take time.
People know the compensation for this issue so it shouldn't be an issue. Lets give them a bit more time to resolve.
The problem is that the unacceptable lack of communication on this means that those who have not been compensated have no idea if they have been missed or simply are in the queue
I get that but in my job I work on tickets too the best answer I can give you is most likely tickets are sorted by priority and then worked on and stays in a queue until resolved. It is more likely that your ticket just hasn't been worked on than they forgot about it. I would say if you don't hear anything by Monday I would reply to the ticket. To me a week is reasonable to resolve a ticket. Why most people don't like to wait that long, it is still just a week in which a lot of people take vacation on and there is a big storm going on.
Why we all might not like some of the communication that comes out I don't feel like @Shan or @Black Pebble are ever trying to purposely deceive us. The community expressed frustration and concern with the compensation because I believe it was rushed without thinking of the consequences. Lets not rush them now.
I work in support and I know that support tickets go missing. People close them by mistake or the tracking system glitches or the queue query doesn't return them properly.
An issue of this nature would have had a global email to all customers informing them of steps that will be taken and approximate time frames
24 hours, no response, VIP 12. In my head, I keep hearing Mr. Miyagi tell Daniel-san, “Patience, grasshopper.” Alas, I have no GIF to bring, ba-rum-pum-pum-pum....
"In the short run, the game defines the players. But in the long run, it's us players who define the game." — Nicky Case, The Evolution of Trust
24 hours, no response, VIP 12. In my head, I keep hearing Mr. Miyagi tell Daniel-san, “Patience, grasshopper.” Alas, I have no GIF to bring, ba-rum-pum-pum-pum....
24 hours, no response, VIP 12. In my head, I keep hearing Mr. Miyagi tell Daniel-san, “Patience, grasshopper.” Alas, I have no GIF to bring, ba-rum-pum-pum-pum....
Close enough
Isn’t that Kung-Fu? Miyagi should be wax on - wax off...
Been over 2 days and still no response from CS. Though some people in my fleet have been contacted and compensated. @Shan@Black Pebble an update about response time and priority order will be appreciated.
Same here, the delay makes me think they only issued it before they made a unified statement and now hope we give up and leave the ticket in the twilight zone.
I’m hesitantly optimistic that this is not the case and they will catch up during the day.
Been over 2 days and still no response from CS. Though some people in my fleet have been contacted and compensated. @Shan@Black Pebble an update about response time and priority order will be appreciated.
Same here, the delay makes me think they only issued it before they made a unified statement and now hope we give up and leave the ticket in the twilight zone.
I’m hesitantly optimistic that this is not the case and they will catch up during the day.
Yup same here..... glad to know I'm not the only one still waiting!
I had my reply, so just give it time. I guess they have a-lot of tickets to go through!
Jim
How much time do we give it? I have had them close tickets after a certain period of time when the wait is on them.
Their support is awful
We'll I have had a ticket active for over a month in the past, hopefully this will be a more simpler resolution as the CS staff have been informed of the resolution, they just need to veryfy and then apply the honour/remove Picard. I would leave it 4/5 days then keep replying daily (to keep it active) after that.
I had my reply, so just give it time. I guess they have a-lot of tickets to go through!
Jim
How much time do we give it? I have had them close tickets after a certain period of time when the wait is on them.
Their support is awful
I think they're still under the 4 week SLA, but given that this is a special batch of one-time tickets, I would've assumed that these would get handled on a higher priority basis. Some people have had responses within 12 hours!
Comments
How would that be fair on those who might have dumped a load of Cron in the hours leading up to the outage to ensure their position?
If you suddenly expand the range out that from would be wasted.
The outage was a relatively short period of time. I do not believe there was enough realistic time for someone to go up from say 4500 to 900.
There’s no good way to tell how many of the people who actually did make it into the top 1000 would have still been there if the outage didn’t happen. But it seems reasonable to say that there are people who ended up just out of the top 1000 that could have made it there with just a little boost...and these people likely didn’t fall that far. Anything past rank 1500 or 2000 is probably too much, and the more I think about it the more I’m settling on 1500 instead of 2000.
I think part of this was that it happened over New Years, so they were no doubt understaffed. You can argue they should have altered their schedule or whatnot, but whatever. They goofed, then botched the “fix” but have now recovered IMO.
I get more enjoyment out of the game than to worry about the grief the bugs cause when in every case Customer Service has taken care of my tickets.
Happy new year. LL&P.
I have raised three tickets including this one and I wouldn't say that Customer Service was prompt in any of them - this current one I have only received the automated mail and out of my two other tickets one was answered with a "Is this still happening?" weeks after I resolved it while the last was resolved after a few days.
Same for me. I was about to reply and bug them again.
Also, keep in mind that while many of the CS agents are not based on the East Coast, Boston is being pelted with some winter weather right now - let's have a bit of understanding and patience on some of the staff being unable to immediately reply.
People know the compensation for this issue so it shouldn't be an issue. Lets give them a bit more time to resolve.
The problem is that the unacceptable lack of communication on this means that those who have not been compensated have no idea if they have been missed or simply are in the queue
That seems reasonable, but I am just a bit worried abt CS RNG. In any case, some indication of timing would be helpful.
I never even got a response to the initial ticket which I sent right after the in-game mail with Mirror Picard.
I get that but in my job I work on tickets too the best answer I can give you is most likely tickets are sorted by priority and then worked on and stays in a queue until resolved. It is more likely that your ticket just hasn't been worked on than they forgot about it. I would say if you don't hear anything by Monday I would reply to the ticket. To me a week is reasonable to resolve a ticket. Why most people don't like to wait that long, it is still just a week in which a lot of people take vacation on and there is a big storm going on.
Why we all might not like some of the communication that comes out I don't feel like @Shan or @Black Pebble are ever trying to purposely deceive us. The community expressed frustration and concern with the compensation because I believe it was rushed without thinking of the consequences. Lets not rush them now.
I work in support and I know that support tickets go missing. People close them by mistake or the tracking system glitches or the queue query doesn't return them properly.
An issue of this nature would have had a global email to all customers informing them of steps that will be taken and approximate time frames
And I . . .
I couldn't resist:
HAHAHAHAH Thanks for the chuckle!
24 hours, no response, VIP 12. In my head, I keep hearing Mr. Miyagi tell Daniel-san, “Patience, grasshopper.” Alas, I have no GIF to bring, ba-rum-pum-pum-pum....
Close enough
Isn’t that Kung-Fu? Miyagi should be wax on - wax off...
Same here, the delay makes me think they only issued it before they made a unified statement and now hope we give up and leave the ticket in the twilight zone.
I’m hesitantly optimistic that this is not the case and they will catch up during the day.
Yup same here..... glad to know I'm not the only one still waiting!
Jim
How much time do we give it? I have had them close tickets after a certain period of time when the wait is on them.
Their support is awful
I think they're still under the 4 week SLA, but given that this is a special batch of one-time tickets, I would've assumed that these would get handled on a higher priority basis. Some people have had responses within 12 hours!
Me, three days and counting.