Thanks D3P!

Geauxbotz

Just wanted to let you know that I appreciate the Elektra cover from the bonked PVE. I had no way to prove I was missing pts. and merely asked that you check on it for me since I had finished 6th. Rewarding me the missing cover was excellent customer service. I know most of the posts on this board are negative so I just wanted to take a minute to say thank you! Hope everyone has a happy and safe New Year!

fmftint

At least you got a response. All Ive received is contradictory emails followed up with silence

Geauxbotz

It took a while. I'm sure the holiday season isn't speeding anything up either. Hopefully they will get you sorted out soon! I will say this, people who think D3 has a communication problem probably haven't dealt with EA much. They basically tell you "Thanks for the $60, we'll get the game working sooner or later."

snlf25

I may or may not have ended up with an Elektra, competition was pretty fierce but I absolutely would have got a Patch cover and I hope they make that right. Patch is one I'm getting close to maxing.

Dragon_Nexus

fmftint wrote:

At least you got a response. All Ive received is contradictory emails followed up with silence

Likewise.
"Please send us a ticket saying you feel you missed out and we'll see about compensation."
Did so. E-mail reply was "Sorry we're aware of this issue but we're not issuing compensation on an individual basis"

so now I don't even know if I need to send a ticket again and maybe get a different automated response or if the ticket is logged and things will happen later or what. David's been strangely quiet on the whole issue.

SnowcaTT

Dragon_Nexus wrote:

fmftint wrote:

At least you got a response. All Ive received is contradictory emails followed up with silence

Likewise.
"Please send us a ticket saying you feel you missed out and we'll see about compensation."
Did so. E-mail reply was "Sorry we're aware of this issue but we're not issuing compensation on an individual basis"

so now I don't even know if I need to send a ticket again and maybe get a different automated response or if the ticket is logged and things will happen later or what. David's been strangely quiet on the whole issue.

If this is the case they should issue compensation on a global level - increase all reward structures 10% for missing points through the nodes.

esoxnepa

Geauxbotz wrote:

It took a while. I'm sure the holiday season isn't speeding anything up either. Hopefully they will get you sorted out soon! I will say this, people who think D3 has a communication problem probably haven't dealt with EA much. They basically tell you "Thanks for the $60, we'll get the game working sooner or later."

I've NOT bought any games from EA for 10 years after encountering their terrible customer support. Before that, I used to buy Tiger Woods, NCAA football, and Madden every year.

The good support here had me spend an extra bit at the Anniversary.

GothicKratos

Dragon_Nexus wrote:

fmftint wrote:

At least you got a response. All Ive received is contradictory emails followed up with silence

Likewise.
"Please send us a ticket saying you feel you missed out and we'll see about compensation."
Did so. E-mail reply was "Sorry we're aware of this issue but we're not issuing compensation on an individual basis"

so now I don't even know if I need to send a ticket again and maybe get a different automated response or if the ticket is logged and things will happen later or what. David's been strangely quiet on the whole issue.

I have it on good authority that he's out of the office for a day or two more. What I would do is message him with your ticket number and let him take care of it. There does indeed seem to be a huge disconnect between what they tell us and what actually happens when it comes to customer service.

Dragon_Nexus

GothicKratos wrote:

Dragon_Nexus wrote:

fmftint wrote:

At least you got a response. All Ive received is contradictory emails followed up with silence

Likewise.
"Please send us a ticket saying you feel you missed out and we'll see about compensation."
Did so. E-mail reply was "Sorry we're aware of this issue but we're not issuing compensation on an individual basis"

so now I don't even know if I need to send a ticket again and maybe get a different automated response or if the ticket is logged and things will happen later or what. David's been strangely quiet on the whole issue.

I have it on good authority that he's out of the office for a day or two more. What I would do is message him with your ticket number and let him take care of it. There does indeed seem to be a huge disconnect between what they tell us and what actually happens when it comes to customer service.

Is that something we're able to do? PMing a guy like that seems like a waste of his time.
But yeah, I'll do that. I haven't seen a contradiction like this before on these issues. Normally David announces how they're going to fix things...and they get fixed =/

GothicKratos

Dragon_Nexus wrote:

Is that something we're able to do? PMing a guy like that seems like a waste of his time.
But yeah, I'll do that. I haven't seen a contradiction like this before on these issues. Normally David announces how they're going to fix things...and they get fixed =/

Definitely. He's a pretty cool dude for being employed by a publisher I heard he'd be out until the this coming Monday, so hopefully you'll see some turn around by Tuesday.

Dragon_Nexus

GothicKratos wrote:

Dragon_Nexus wrote:

Is that something we're able to do? PMing a guy like that seems like a waste of his time.
But yeah, I'll do that. I haven't seen a contradiction like this before on these issues. Normally David announces how they're going to fix things...and they get fixed =/

Definitely. He's a pretty cool dude for being employed by a publisher I heard he'd be out until the this coming Monday, so hopefully you'll see some turn around by Tuesday.

Thanks for the advice, I shot him a note yesturday. I'll patiently await the dude's reply since I'm sure he gets notes quite frequently ¬¬

fmftint

TIME TO ADDRESS THESE ISSUES! NO MORE EXCUSES

snlf25

Thanks D3P from me too! My ticket got resolved today, very fairly and generously. I really appreciate you guys fixing this.

fmftint

After 3 weeks and a PM to Dave my issue finally got resolved.

jackstar0

Glad to hear problems eventually get addressed. Hopefully they're doing well enough to invest in more support staff.

GothicKratos

jackstar0 wrote:

Glad to hear problems eventually get addressed. Hopefully they're doing well enough to invest in more support staff.

They are. It's ironically part of the issue. Training of new staff tends to put a strain on existing staff.

Glad to hear everyone's problems were eventually addressed and made whole again.

kensterr

Well I certainly didn't receive any new response/update from D3 regarding the missing points

GothicKratos

kensterr wrote:

Well I certainly didn't receive any new response/update from D3 regarding the missing points

Drop HiFi a message with your ticket number. He should be able to check into it for you directly.