Unfortunately putting Customer Service to the test.

Adventfire
Adventfire Posts: 76 Match Maker
edited August 2014 in MPQ General Discussion
Well I've only been playing MPQ for a few months and I've loved it so far, I even put like $40 into the game so far. I've gained like 27 different covers and have been building them up and even just got 3 more open slots. Then it happened......the dreaded Steam reset! My account got started over!?! So I put in my ticket to CS last night (about 14 hrs ago as I write this) and started to read the forums to see how fast other people got responses. Now D3PCS said that CS usually responds within 48 hrs to which the response was a lot of "I don't think so" or "yeah right...". I've seen some people say they got a response within a week, some say it took months and yet others say they are still waiting. This has me a little worried especially when I put money into the game. I put a ticket into the email IceX said to send to, put in all the info I had (Player name, ID Number, PC platform, etc.) and got a "received your email" response within 2 min so hopefully I can get my account back soon and be playing to catch up with everybody. D3 has talked a lot about improving communications and Customer Service is part of communicating. So unfortunately, I get to put this to a test and I'll let you know what the results are.
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Comments

  • Twysta
    Twysta Posts: 1,597 Chairperson of the Boards
    I'm on 24 hours waiting for a response right now.
  • GothicKratos
    GothicKratos Posts: 1,821 Chairperson of the Boards
    I've interacted with D3 twice and both times I got a response within 24 hours (though it was simply questions, so it may take two or three exchanges before they fix your problem).
  • Twysta
    Twysta Posts: 1,597 Chairperson of the Boards
    Anything more than 1 exchange for me has resulted in them thanking me for my feedback and consoling me that my suggestion will be taken into account in their next update.
  • Adventfire
    Adventfire Posts: 76 Match Maker
    Yeah, mine is a bit more serious since its a lost account but I did give as much info as I could to try and cut down on back and forth emails. I'm wondering if anyone else who's had an account problem with the steam version of the game has had a fast response time?
  • GothicKratos
    GothicKratos Posts: 1,821 Chairperson of the Boards
    I know form previous posts they will at least need your Player ID, so if you did not include that in your initial e-mail, you will likely need to reply to them (or reply to that automatic e-mail to have that information added to the e-mail chain).
  • Adventfire
    Adventfire Posts: 76 Match Maker
    GothicKratos wrote:
    I know form previous posts they will at least need your Player ID, so if you did not include that in your initial e-mail, you will likely need to reply to them (or reply to that automatic e-mail to have that information added to the e-mail chain).

    lol yeah I saw that and I did include my player ID
  • Unknown
    Unknown
    Keep in mind, I'm sure cs was deluged with tickets after the big server crash. So, response time might be longer than usual.
  • Spoit
    Spoit Posts: 3,441 Chairperson of the Boards
    stephen43084 wrote:
    Keep in mind, I'm sure cs was deluged with tickets after the big server crash. So, response time might be longer than usual.
    So, before or after IceIX's montly check ins?
  • Adventfire
    Adventfire Posts: 76 Match Maker
    Well now, it's been a little over 24 hrs and nothing yet. I didn't think I'd get a response yet but I was hoping because I want to get back into the events. With all the people that were added the gamer base you'd think they'd add customer service to handle the increase as well. It really sucks because I am an Alliance leader and I cant do anything for my alliance.
  • Unknown
    Unknown
    Good luck, dude. Would be horrible to see your whole account go down the drain, through no fault of your own, when you still want to play. Hope they give you some priority.
  • Unknown
    Unknown
    Damn i wait still for my reward from hood pvp from server crash and still no respond ..what the hell is going on ..Are they on vacation drinking martini on beach icon_rolleyes.gif
  • Unknown
    Unknown
    My best advice to you is to forget about steam, move on to a mobile platform. Even better, ask the CS to transfer your acc to a mobile platform somehow.

    You have a lot more disadvantage and difficulty playing this game competitively on steam compare to playing it on mobile. I was playing on steam when first discovered this game for like 2 weeks, got a few max 1 star team and a pretty decent 2 star team with quite a few 3 star cover. I realize than you just can't really compete on steam so i start over on mobile and never look back.

    Also with mobile platform, you can save a back up to facebook so this situation would never happen. It would also allow you to play on multiple device.
  • Unknown
    Unknown
    Don't do it!

    I deliberately deleted my IOS version because having such an addictive little game in my pocket all the time was going to cause RL problems. Maybe I could place better if I was still on mobile but Is it an infinitely better life choice for me to limit myself to only being able to play at home on my own time.
  • killerkoala
    killerkoala Posts: 1,185 Chairperson of the Boards
    This happened to me like 3 times, game crashed, then i restarted it and whole account reset. they always got me back my account within hours the next business day. but since the crazy server issues in the beginning of this week, they probably have thousands and thousands of tickets to take care of. i have yet, to get anything done about my missing hood covers from thor PvP, MPQ restarted when i clicked to get them.

    the trick to not lose your steam account when MPQ crashed while on your desktop, is to force quit steam before you click to close the crashed MPQ. I think it has to do with syncing, MPQ is crashed with no info and steam just resets it.


    hope you get your account back asap.
  • Unknown
    Unknown
    I spent the 10 days going back and forth with support trying to get a mess I created cleaned up. (4 different accounts, mislinked facebook)

    It was usually about 24h response from them, I'd clarify some things, they'd respond back with more clarification in about 24 hours and so forth.

    July 28th was the initial request, and my issue was fully resolved yesterday.

    I was happy with the turnaround. It only took so long because I had created a total mess and both of us wanted to make sure I didn't lose my progress
  • Adventfire
    Adventfire Posts: 76 Match Maker
    Justdangit wrote:
    My best advice to you is to forget about steam, move on to a mobile platform. Even better, ask the CS to transfer your acc to a mobile platform somehow.

    You have a lot more disadvantage and difficulty playing this game competitively on steam compare to playing it on mobile. I was playing on steam when first discovered this game for like 2 weeks, got a few max 1 star team and a pretty decent 2 star team with quite a few 3 star cover. I realize than you just can't really compete on steam so i start over on mobile and never look back.

    Also with mobile platform, you can save a back up to facebook so this situation would never happen. It would also allow you to play on multiple device.

    If I had a mobile platform, I would play on that but I don't have any that can play MPQ.
  • Adventfire
    Adventfire Posts: 76 Match Maker
    Okay, First the good news! I actually did get a response within 48 hours! (within 36 hrs even) BUT it was for further info, they wanted to me to start a new account then give them the new name and the old name (which I had already given them)....and the time I last played on the old account (which I had also previously given them)...... I am very happy to get a response but again, according to the forums, this is where I am told things will fall apart. There are quite a few people who have gotten this far only to be, in their opinion, forgotten. Will I again be one of the lucky ones? We'll see.
  • Adventfire
    Adventfire Posts: 76 Match Maker
    pantsmessiah wrote:
    I spent the 10 days going back and forth with support trying to get a mess I created cleaned up. (4 different accounts, mislinked facebook)

    It was usually about 24h response from them, I'd clarify some things, they'd respond back with more clarification in about 24 hours and so forth.

    July 28th was the initial request, and my issue was fully resolved yesterday.

    I was happy with the turnaround. It only took so long because I had created a total mess and both of us wanted to make sure I didn't lose my progress

    That's great to hear! You've given me hope after hearing such horror stories about being ignored. Thank you.
  • Unknown
    Unknown
    Adventfire wrote:
    That's great to hear! You've given me hope after hearing such horror stories about being ignored. Thank you.

    Yeah I hadn't heard any stories, and even if they couldn't resolve my issue I still had a playable account so I wasn't too concerned. I was surprised when I realized it took 10 days and 11 emails to resolve, but 9 of those were either requests for more information or confirming what they were going to do before doing it.

    There were only a few times I felt like their reply wasn't necessary, but again it was to make sure they didn't lose my progress which I am very grateful for.

    Hopefully things go smoothly for you as well
  • Unknown
    Unknown
    I had this happen and it was fully resolved within six hours, I was insanely surprised.

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