What's up with support?

Unknown

Has anyone submitted a ticket in the last week or so and gotten any sort of response at all?

Unknown

I have gotten no responses in the last week.

Unknown

It's like they all dropped dead.

Unknown

synthorange wrote:

Has anyone submitted a ticket in the last week or so and gotten any sort of response at all?

In the past three weeks I've submitted several tickets.

On Dec 23 I submitted a ticket about the scoring system. On Jan 6 they replied and said it was working fine. Ahem.

I submitted tickets about both busted lightning rounds. I got a response on the first one that they were "looking into it" and that's it. On the second one I got a response over a day later that they appear to be working fine, and could I send a screen shot...

Several others have not gotten a response beyond an automated ticket. I've also reported numerous spam posts here via the forum feature... about half have been removed last I checked.

And the forum presence is effectively nil. I appreciate ElectroBlast posting patch info, but that's hardly enough.

LordWill

I am in the same boat. One of my characters is missing/deleted/whatever and trying to get it back is like pulling teeth.

Talking to support on the phone is a waste of time because they just direct you to submit tickets. Tickets are not being answered. I have submitted several.

You cannot run a game like this and have shoddy support, it's just unprofessional.

Not sure what to do at this point.

Unknown

Hey All,

I posted a similar comment on another thread. But I wanted to reach out and apologize to anyone that feels that they have not received responses from support as quickly as desired. While I do believe that there have been a few events recently that have contributed to slower turnaround (Hulk event, Error 0 issue on Android, recent character changes), the intent is never to make any players feel like they aren't being supported.

Moving forward, I will be working to establish more of a presence on the forums to help support the community. While I can't necessarily address certain issues directly (they would still need to go through CS), I might be able to look into the status of a request, give feedback as to why response times have changed, or maybe answer some questions if the ticket submitted was a complaint or request for information.

A number of you may have received tickets when contacting CS, I may be able to follow up on the status of those tickets for those of you that are interested in messaging me that information. But, as has been the case, please continue to view the mobilesupport@d3p.us email as the primary contact, along with the in-game support request feature.

I simply hope to be a presence here that can help pass along information, look into problems or even be a punching bag if someone wants to vent.

Thanks!

Unknown

Thanks for reaching out as that is a step in the right direction.

My thought: A lot of players aren't looking for a punching bag but either an answer or solution. Punching bags in this case will still result in long term resentment and not full player confidence or reconciliation.

Unknown

Punching bag sounds good

Have some questions, even I dot believe you'd answer like all of us want it to be answered:

1. Where is IceIX? Don't wanna know exactly where he is pooping e.g., just when he will be back. Sorry to say that, but ElectricBlast does his announcement job really bad There still isn't a Patchnotes for the recent shield update, nor character ability listing when new ones are up.
2. Why are you guys all showing up after the boards got flooded with those hate and tears? Why not always?
3. What are your thoughts behind all these ongoing nerfs and buffs? An in-depths explanation would be nice. At least you announced the following characters going to get a revamp, but not in which direction.

LordWill

Thank you D3PCS

I sent you a PM with all the information. If you could take a look. I wouldn't make a big stink out of it if it wasn't important.

Thanks!

Unknown

Arclight wrote:

Punching bag sounds good

Have some questions, even I dot believe you'd answer like all of us want it to be answered:

1. Where is IceIX? Don't wanna know exactly where he is pooping e.g., just when he will be back. Sorry to say that, but ElectricBlast does his announcement job really bad There still isn't a Patchnotes for the recent shield update, nor character ability listing when new ones are up.
2. Why are you guys all showing up after the boards got flooded with those hate and tears? Why not always?
3. What are your thoughts behind all these ongoing nerfs and buffs? An in-depths explanation would be nice. At least you announced the following characters going to get a revamp, but not in which direction.

Unfortunately, I doubt the D3PCS account can answer this, given a lot of that info is probably stuff they don't know. D3P isn't Demiurge. D3P published the game, but Demiurge is the company doing the coding/patching/ect. IceIX is likely an employee of Demiurge, given what he stated about his role.

BigMao

I got a response from Customer Service. More to follow today.

D3PCS wrote:

BigMao,

I'll check into your ticket (4280) and you should have a response today. I'll make sure the ticket response covers both your questions/comments in the ticket, as well as those down below.

Unknown

Just received a similar message as well. Will continue to keep it updated.

BigMao

I got another response from Customer Service:

D3PCS wrote:

Hello,

Just wanted to follow up and let you know that your request hasn't been forgotten. As this is change is something that has generated a large number of both positive and negative feedback, we are trying to determine a response to members of the community that will be fair to all involved.

So I apologize that I didn't have a resolution for you today. But I will make sure that you get an answer as soon as possible.

Thanks

Spoit

Hmm, it's been almost a week and I still haven't gotten any response other than the automatic "your ticket was received" message

Unknown

I've had issues with the daily rewards for about a week - a helpful guy named Nick very patiently sorted it out for me this evening, and I'm thrilled.

I can't imagine they have a huge support staff, so I'm grateful they managed to do what they could within 7 days.

Blundawoman

IceIX

Arclight wrote:

Punching bag sounds good

Have some questions, even I dot believe you'd answer like all of us want it to be answered:

1. Where is IceIX? Don't wanna know exactly where he is pooping e.g., just when he will be back. Sorry to say that, but ElectricBlast does his announcement job really bad There still isn't a Patchnotes for the recent shield update, nor character ability listing when new ones are up.
2. Why are you guys all showing up after the boards got flooded with those hate and tears? Why not always?
3. What are your thoughts behind all these ongoing nerfs and buffs? An in-depths explanation would be nice. At least you announced the following characters going to get a revamp, but not in which direction.

1. I was traveling back to the US from China. In transit from Yinchuan where I had decent regular access I had a few days where I had absolutely none, followed by a flight, followed by getting home and suffering from my first ever case of jet lag. Normally never get that, or if I do, it's just a bit of general lack of energy for a few hours a couple of days. As for Patch Notes, we're working on that so that I'm not the only point of contact for it. It's a training issue more than anything. I'm the only one at the moment that knows how to sift through our changelogs and pull the consumer facing stuff out without it taking hours of time.
2. Resources got shifted internally recently to allow for more community outreach post-holiday on both the D3 and Demiurge sides. Pure coincidence that other explosions occurred at the same time.
3. It's pretty obvious what direction the characters on that list are going to be going. Wolverine X-Force isn't going to get nerfed after all. The extent of each of those character changes aren't decided yet internally, so any information I would give would be completely premature. As for reasoning? See: viewtopic.php?f=7&t=2068#p28931

Unknown

IceIX wrote:

1. I was traveling back to the US from China. In transit from Yinchuan where I had decent regular access I had a few days where I had absolutely none, followed by a flight, followed by getting home and suffering from my first ever case of jet lag. Normally never get that, or if I do, it's just a bit of general lack of energy for a few hours a couple of days. As for Patch Notes, we're working on that so that I'm not the only point of contact for it. It's a training issue more than anything. I'm the only one at the moment that knows how to sift through our changelogs and pull the consumer facing stuff out without it taking hours of time.
2. Resources got shifted internally recently to allow for more community outreach post-holiday on both the D3 and Demiurge sides. Pure coincidence that other explosions occurred at the same time.
3. It's pretty obvious what direction the characters on that list are going to be going. Wolverine X-Force isn't going to get nerfed after all. The extent of each of those character changes aren't decided yet internally, so any information I would give would be completely premature. As for reasoning? See: viewtopic.php?f=7&t=2068#p28931

As the only dedicated customer support agent for a mid-size company I can relate to the problems that arise when you go on vacation. Just wanted to say thanks for doing a great job

Unknown

Also wrote a few tickets within the past week, with no reply yet (decover request).
Meanwhile I have the covers I need, but they're about to expire soon. Really hope I receive a reply before that happens

BigMao

I also haven't received a reply from them since last Thursday (I submitted a ticket because I spent $100 to buy five Thunderclap covers a few hours before the nerf). I was hoping they'd have a response earlier in the week..

Spoit

BigMao wrote:

I also haven't received a reply from them since last Thursday (I submitted a ticket because I spent $100 to buy five Thunderclap covers a few hours before the nerf). I was hoping they'd have a response earlier in the week..

Yeah, I'd be fine with them just rejecting the request, if it meant actually getting a response. In retrospect, I was kinda snippy in the email

Unknown

Spoit wrote:

BigMao wrote:

I also haven't received a reply from them since last Thursday (I submitted a ticket because I spent $100 to buy five Thunderclap covers a few hours before the nerf). I was hoping they'd have a response earlier in the week..

Yeah, I'd be fine with them just rejecting the request, if it meant actually getting a response. In retrospect, I was kinda snippy in the email

I'm the same, sent a request/complaint through regarding how much I'd spent on Rags, though I hope I wasn't too snippy. I'm sure they expect it though. If people put time, effort and possibly real cash into something, then find it changed beyond recognition, they had to expect a certain amount of abuse from players who felt let down and angry. How they eventually respond to everyone, either individually or in a mass response via the forums will go a long way to deciding how many people stick with the game IMO.