Father of logic pack fails-CS "response" and impact
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Like many of you I bought the big pack yesterday at 1PM right when it came out. I had my thousands of chrons, a hundred 2* IDICs and I was ready to make a push for first to fffe. Low and behold I only get 8 packs instead of 10. Seeing this bug, I have to halt my efforts for first. Ticket submitted to CS, per DB guidelines. This is 1:13PM EST. I take screenshots of what I see in the portal. 8 free packs. What other proof of getting hosed can I capture? I respond to the email ticket with said screenshot.
Then I wait..
But, I can't wait forever. I have a squad to support. They are counting on me to have a good share for them in the event, now 19 hours away and closing. I had spent this time leveling my 2/5 Spock to FE. I can't wait any longer, I need to get Amanda Grayson Fffe as well. I cash in my packs as well as the Grayson offer b/c I promised a push in this event and I'm fired up about it. Couple hours later, Grayson is 4/4 fffe. Spock is 4/5 fffe. I wait. 12:10 AM EST, I get a reply from CS asking for a screenshot. Is this sentence going to get my post deleted by Shan? I hope not, I'm not naming the rep, and I'm not quoting him, but who knows...Rules are open to interpretation. I respond back asking for clarification at 12:10 AM EST. No response. It's now just about 1 hour to event time. Do I need to spend 50k honor to cite this dude to give my guys the share? Will I get a response soon or even during the event? If I hear back in the next 5 hours and they give me a Spock for my trouble, it will trigger the double up offer that I have been saving for surak. So I won't be able to get it when surak drops for me later this afternoon from threshold. If I cite Spock, will CS send me 50k honor as compensation. I can't count on that to happen. does this even get resolved? As of right now, I don't feel like I've gotten what I paid for. Disappointed.
Then I wait..
But, I can't wait forever. I have a squad to support. They are counting on me to have a good share for them in the event, now 19 hours away and closing. I had spent this time leveling my 2/5 Spock to FE. I can't wait any longer, I need to get Amanda Grayson Fffe as well. I cash in my packs as well as the Grayson offer b/c I promised a push in this event and I'm fired up about it. Couple hours later, Grayson is 4/4 fffe. Spock is 4/5 fffe. I wait. 12:10 AM EST, I get a reply from CS asking for a screenshot. Is this sentence going to get my post deleted by Shan? I hope not, I'm not naming the rep, and I'm not quoting him, but who knows...Rules are open to interpretation. I respond back asking for clarification at 12:10 AM EST. No response. It's now just about 1 hour to event time. Do I need to spend 50k honor to cite this dude to give my guys the share? Will I get a response soon or even during the event? If I hear back in the next 5 hours and they give me a Spock for my trouble, it will trigger the double up offer that I have been saving for surak. So I won't be able to get it when surak drops for me later this afternoon from threshold. If I cite Spock, will CS send me 50k honor as compensation. I can't count on that to happen. does this even get resolved? As of right now, I don't feel like I've gotten what I paid for. Disappointed.
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Comments
Right - they owe you two event packs.
Based on what's happened so far and now the timing, I would argue just giving me two packs at this point is insufficient.
Definitely agree the odds of getting Spock in those two packs is low but he should then be compensated with 2000 honor to make up for the other items that could drop in the packs.
The support team are rarely in a position to respond in less than 24 hours so expecting an instant response is unreasonable.
If you get the two packs and some additional crons you are up on what you were expecting.
Spock was maxed damn quickly - I pulled him as soon as I saw the offer (for some reason it wasn't showing immediately) and he was showing as maxed for me already.
This is unacceptable. CS should be giving more than barely adequate, it just matches where we screwed up compensation. DB messed up, didn't deliver on the promise, ruined his chance to be first, broke his expectations, wasted his time opening a ticket, wasted his time not reading the ticket (VERY VERY typical), wasted his time leveling crew, messed with his chances in a competitive event, doesn't allow for any real-time or even quick resolution to problems.
A pitiful "Here's 16 hours of passive chron regeneration for your trouble, go away and stop bothering us" is the perfect example of how not to make happy customers or provide good service. It costs them nothing, in an effort to maintain good relationships and faith in the system and pretend they care at all about customers he should be offered at least a few extra event packs.
Also, it is not the player's fault that CS is incapable of meeting expectations in a realistic time. Punishing the players because DB doesn't want to pay employees and fails quality testing is never the answer. It's like half of this forum suffers from Stockholm Syndrome, making excuses for for their abuser's behavior.
My experience with the tickets I put in last month is they respond to the ticket within 6 hours and then again every 24 hours after. I had a ticket drag out to 5 days since I only had one response per day.
Unreasonable because DB CS are always slow, or unreasonable because DB CS *should* always be slow?
I don't think it's reasonable at all to have to wait even 5 hours for a CS query on a $100 spend...
A few months back there was an outage where many people were unable to access the game at all for around 5 hours. The compensation for that was crons. A single user having an issue is not going to be treated as a Priority 1 incident.
The support team are likely to have response targets and anyone expecting an instant response needs a reality check.
Thanks for clearing that up Hunter, much appreciated.
Within 24 hours is good, try waiting 72 hours, when you pulled the wrong pack and you want to get a different one but it leaves in 12 hours
When mine broke it took nearly 4 months to get a refund.
Dealing with a support ticket is a little more complicated then reading an email.
None of my DB tickets have been resolved within 24 hours some have taken weeks.
As someone who did online support for 10 years for hardware manufacturers (Acer before they outsourced to Costa Rica for one), I can tell you that is not what it needs to be. Its companies making decisions that their support is not worth having a good response time that brings this level of quality.
As far as MSI and refunds, that's so far unacceptable that's not even funny. Also expected from them.
Unless they have very radical policies in their mix, the experience I've had talking with my peers that have serviced applications, is you read the mail, determine if the purchase was made, if you have the tools, see if the proper items were added. (I'm betting that the support folks may not have said tools and may have to ask others) and then add the items if needed.
If they don't have the tools then its a matter of does the rep believe you or do they need supervisory staff to weigh in. One of my friends who worked for a different small game house that no longer exists told me about the interesting times he went through convincing his boss to let him devote time to making tools for their support team, and that is becoming more the standard in the industry with the smaller software houses.
I can't speak for DB, but I can really envision that being a big part of the support delays. That and the seriously large number of tickets that have to have been submitted for some of the large scale oopsies.
Hardware support has really gone down hill in recent years (and in this instance it was first looked at by an outsourced company and then sent to their European head office!). When I had a previous problem with a Toshiba laptop they sent out an engineer to replace the parts the next day!
I would have bought from them again but they didn't have anywhere near the spec I was looking for.
I actually had my first ticket resolved within 24 hours last night - and this was a simple "Our bad - compensation was sent out in game" type form letter for the Arena rewards issue. This type of issue can be handled quickly
Issues which need more investigation (maybe checking in the database that the purchase was made and what rewards were handed out etc.) might, as you say need to go up the chain.
I expect that they might have basic tools but some issues might need a more detailed investigation, a full support tool which allows for a deep view of the database can be a fairly big project for what might be a smallish company (I don't know how DB are but they might have focused more on the actual games and less on tools for C to troubleshoot issues).
We also don't know how big the CS team and how large their workloads are, or how many tickets come in during a regular day
True, but the problem with support is finding the right balance that can deal with an influx without having people twiddling their thumbs during the quiet periods.
With the way DB's been the last few months? The quiet periods would be whenever there isn't a new offer, event, etc going on.
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Retired 12-14-20. So long, and thanks for all the cat pics!