Mirror Picard: Current CS Responses - UPDATE: CS will give you 50k honor in exchange for Peccard!
Very important update: CS now says that they will be allowing the exchange of Picard for honor for all players who used honor or the DYS offer to add a fifth star to Picard.
If you are still being told no by CS, ask to escalate your tickets.
At the time of writing, I have seen three different CS responses to people who ticketed the duplicate Picard / event outage:
1) Tough titties. We are not exchanging or doing anything else.
2) Send a screenshot he’s your 6th Picard and we’ll swap him for 50k honor.
3) Here is 50k honor and you can keep Picard.
ETA: 4th response that new tickets are getting - we have seen your ticket but won't respond until we have a "concrete answer" to the situation.
While I personally think #2 is the appropriate option, given the prevalence of number 1 and 3, it simply isn’t good enough anymore. Instead:
1) Rehire Glenn - or promote someone else to head of CS. The fact that there are three official answers to these tickets is utterly insulting and asinine. This is not something we should have to crowdsource. This is a failing entirely of your own.
2) Give 50k honor to all players.
3) Give players who got options 1) and 3) above the opportunity to swap Mirror Picard for any gold.
4) Players — wear your DB:DoBetter, DoBetter, or DB:DB tags during the event this weekend. Many of us will not be spending as well. Vote with your dollars until DB makes sense.
If you are still being told no by CS, ask to escalate your tickets.
At the time of writing, I have seen three different CS responses to people who ticketed the duplicate Picard / event outage:
1) Tough titties. We are not exchanging or doing anything else.
2) Send a screenshot he’s your 6th Picard and we’ll swap him for 50k honor.
3) Here is 50k honor and you can keep Picard.
ETA: 4th response that new tickets are getting - we have seen your ticket but won't respond until we have a "concrete answer" to the situation.
While I personally think #2 is the appropriate option, given the prevalence of number 1 and 3, it simply isn’t good enough anymore. Instead:
1) Rehire Glenn - or promote someone else to head of CS. The fact that there are three official answers to these tickets is utterly insulting and asinine. This is not something we should have to crowdsource. This is a failing entirely of your own.
2) Give 50k honor to all players.
3) Give players who got options 1) and 3) above the opportunity to swap Mirror Picard for any gold.
4) Players — wear your DB:DoBetter, DoBetter, or DB:DB tags during the event this weekend. Many of us will not be spending as well. Vote with your dollars until DB makes sense.
Proud Former Admiral of eXodus
Proud Former Officer of The Gluten Empire
Retired 12-14-20. So long, and thanks for all the cat pics!
Proud Former Officer of The Gluten Empire
Retired 12-14-20. So long, and thanks for all the cat pics!
22
Comments
The problem with sending them a Screenshot, is I am sure I am not the only one with a FF Picard who sent the sixth out the Airlock, to free up a Crew Slot.
Maybe I should DISPUTE the $25 I spent of real cash money to FF mine?
Scott
I actually feel bad for them all - this is a lose/lose situation for DB at this stage...
Korrin
This seems to be what they are going with now. I think they hit the "Uh Oh" button and are holding off further resolutions.
I have been managing projects and people for 15 years, if you guys need some help figuring out how to consider the people who pay your salaries before you do stuff I'd be happy to lend a hand.
-Lord Wizzlestix I
I've spent most of my life managing customer service and communications. I even bring to the the table the added benefit of telecommuting which means I'd only charge DB a consulting fee.
This is the ticket I sent in.
Captain Greg Porter
Jan 3, 06:32 EST
Do you guys think before you decide to piss off a lot of people? The forum should be telling you that giving a free Picard was a bad idea. I will tell you if you care to know. I played and got the first one than paid to double him. I played three weeks and got the 4th one. Used honor to get the 5th one knowing I would get him in the 4th week to FF him anyway. I get the 6th one in the 4th week which I airlocked and then you give him away, which I immediately airlocked.I hate galaxy and the only reason I play is to get special items or crew. In the future, you may want to give 50000 honor points instead of a crew that people worked hard to FF and in effect is worthless.
Yes, as I paid 50k honor to get a 5th star, so this is an airlock. All the people who don't care to support this game got to ff the same character for free. That is stupid.
-Lord Wizzlestix I
It's not a gift, it's an insult ... sorry.
We're disputing being fraudulently encouraged to pay good money, or use 50,000 hard earned honour, to FF a legendary we'd been led to believe could not be fully fused any other way for probably a year or close to it. Having paid to FF him, DB have taken away the competitive advantage we bought whilst holding on to our money/honour.
That is correct. The issue is, a LOT of people either paid $24.99 or 50,000 Honor to fully fuse Mirror Picard since players were informed that he would end up being a 4/5*, and no other stars would be given. In the past the only way to add the 5th star was to:
1) Buy one of the Mega Event Packs they put out with a very very slight possibility to get the 5th star for the Mega Event character.
2) Use 50,000 Honor on a Citation
3) Use the Double Your Crew offer for $24.99
At this time I believe none of the Mega Event characters have been added to the time portal, so these are your only options. Many players spent either real money or honor to fully fuse a character based on the facts available to us, then all players get rewarded with a free Mirror Picard.
I don't recall the exact analogy used earlier in the forums but essentially it was this: You really want HBO, and your cable company says the only way you can get it is to pay $24.99. They also say that this will not change and this is your only option, so you purchase it for $24.99. Then about a week later they announce that every customer is getting HBO for free, and they won't refund your money.
NO, our dispute is NOT with the distribution of an apology gift. Our dispute is the complete violation of trust by DB breaking their promise to us that formed the underlying rationale for many players to expend $$$ or hard-earned Honor.
DB has explicitly communicated that mega-event legendaries like M. Picard, Borg Queen, etc. will NOT be available by any other means. Faith in this communication by DB was the foundation for everyone making thier "purchase" for Picard's 5th star...DB has now broken its own word and betrayed this trust!! Their act yesterday is the very definition of consumer fraud and false advertising.
If you're unable to grasp this concept or have any empathy for the actual reasons for everyone's anger, then you should quietly excuse yourself from this thread since you have nothing of value to contribute and stop trolling the rest of us who care.
And I don't think it's the apology nor the concept or speed of it's delivery but the content that was used for the apology, which has caused contention.
Everyone values when an error happens, an attempt to make it right, but It should have been M Troi. M.troi would have had next to 0 complaints .
.. But again (I've posted this else where in other thread) I don't think Picard was originally intended as comp.
Actually now that I think about it, I appreciate Mr. Kite's statements. My guess is that it won't actually calm anyone down. I'd be willing to be that these opinions will keep adding fuel to the fire by poking at people who are already upset. This will, in turn, keep people angry enough to hopefully force DB to address the issue. Thank you Mr. Kite!
I think it's hard to adequately serve your customers if you don't use your own product. I am beginning to believe not a single person at DB actually plays STT daily.
My personal situation is this. I bought and played every event in the Smoke and Mirrors event. So I have Mirror Reed, Mirror Data, Mirror Bev Crusher, Mirror D Troi, and Mirror Picard all maxed along with all the 4 stars for the event. I did spend on a double up offer on Picard to get his 5th star. So for me the 50K honor is a better solution then just giving us another character that I will just turn into 550 honor. I also feel that just giving everyone a Mirror Picard is just a slap in the face for those of us who spent real money to get him maxed.
But honestly I don't feel like those of us who spend money on this game have any sort of priority lately and so any other response then this wouldn't surprise me.
PS: No need to tell, but if it's below 10, might be the reason.
Same here. Waiting...
CS can see dismissed characters so ask for a restore of an accidentally dismissed Mirror Picard and then you will have 6.
If you are still being told no by CS, ask to escalate your tickets.
Proud Former Officer of The Gluten Empire
Retired 12-14-20. So long, and thanks for all the cat pics!