Users Beware

Unknown

GothicKratos wrote:

MikeHock wrote:

Just because of a Holiday, it doesn't mean providing service to their customers stops. I was on Holiday last week too and my plant was in shut down, but when I became aware of Quality issues reported by one of my customers, I responded to my customer to let them know that the company I represent is aware of the problem and will take steps to address it.

Not all companies condone correspondences outside of the office, and there are a lot of reasons for this. Your experiences are not the world.

I've about had it with the "it's the weekend" and "its a holiday" and "we''re a small company" excuses when things go wrong. If it was a rare occurrence ok, but there are problems every week or two, it seems.

GothicKratos

TheDobot wrote:

Your "on the record" argument kinda contradicts yourself.

I was just pointing out that the whole disappearing stuff thing is a known issue (at the very least on the forums - it's been reported enough for me to consider it so), but that it happens rarely enough that it's not a priority in comparison to things like making new content, fixing the leaderboards, attending to concerns with scaling, or making sure people are being awarding the proper amount of points. If it were me, I would consider it a minor issue, because it's easily compensated, and likely not easily fixed in the code (or creating a block of code to validate transactions).

dr tinykittylove wrote:

GothicKratos wrote:

On the record: if, when you open a token, you have any kind of connection issues (whether on your end or theirs) it can cause the token to be skipped. It's a pretty well documented bug, but it happens so rarely that it's probably not high on their to-do list, since they can just gift the Tokens back in a normal situation.

Oh, curious. I never noticed tokens skipping before, but I've found collecting event rewards in a place with sketchy connection often makes them disappear entirely.

Yeah, it happens there too. Any Hero Points, ISO-8, covers, or Tokens "given" to you in a prompt can break if your connection to the server is disrupted.

MikeHock wrote:

GothicKratos wrote:

MikeHock wrote:

Just because of a Holiday, it doesn't mean providing service to their customers stops. I was on Holiday last week too and my plant was in shut down, but when I became aware of Quality issues reported by one of my customers, I responded to my customer to let them know that the company I represent is aware of the problem and will take steps to address it.

Not all companies condone correspondences outside of the office, and there are a lot of reasons for this. Your experiences are not the world.

I've about had it with the "it's the weekend" and "its a holiday" and "we''re a small company" excuses when things go wrong. If it was a rare occurrence ok, but there are problems every week or two, it seems.

I'm sorry you're tired of me (because let's face it, I'm the only one that says those things ) telling you the truth. It is a holiday. They are a small company. Despite what you may think, I don't think it excuses everything - for example, you don't see me in the threads about people not getting the right amount of points in PvE saying those things - but there is a certain cadence that you should give another human being.

If I'm being completely honest here, in most cases it's not even an excuse. It's just the reason. And at the end of the day, what else matters? Complaining until the end of the day and accomplishing nothing? I'd rather just chalk it up to whatever the reason is, say my piece, and move on. Arguing, complaining, fighting - it all is pointless riff raff. It's a waste of energy.

Baddkitty

I've only had one issue with the game and had a mediocre experience with support.

During the Rocket&Groot event, i played #2 and logged in the next morning (6am on way to work) I got alliance rewards, but did not receive player reward. So as per their instructions i wanted 24hours, played all day and nothing. 25hr later i sent in the ticket. 4 days later i got a reply and a total of 10 days later i log in to see " A gift for you" and it was my rewards. 2 Covers, ISO and HP .

If i was just a free player, it wouldn't have been much of an issue, but up to that point i'd spent about $40 on the game so far. Roster slots, HP for 10packs. i don't mind spending the money. I've played Sub based MMOs for 10+years. until 2 years ago when i finally quit WoW. I play this game so much, that $5 or $10 here and there doesn't bother me. At least until my 10pk gives me ALL the covers i've already maxed out !! Think there should be some code in there to recognize what skills you've maxed...and NOT drop those, but that's just my gripe

kensterr

It's time for D3 to outsource some work to people who doesn't take holidays/leave.

Bowgentle

kensterr wrote:

It's time for D3 to outsource some work to people who doesn't take holidays/leave.

I think the people in the top PVE alliances are available - having a life is optional there, I heard.

Unknown

GothicKratos wrote:

TheDobot wrote:

Your "on the record" argument kinda contradicts yourself.

I was just pointing out that the whole disappearing stuff thing is a known issue (at the very least on the forums - it's been reported enough for me to consider it so), but that it happens rarely enough that it's not a priority in comparison to things like making new content, fixing the leaderboards, attending to concerns with scaling, or making sure people are being awarding the proper amount of points. If it were me, I would consider it a minor issue, because it's easily compensated, and likely not easily fixed in the code (or creating a block of code to validate transactions).

dr tinykittylove wrote:

GothicKratos wrote:

On the record: if, when you open a token, you have any kind of connection issues (whether on your end or theirs) it can cause the token to be skipped. It's a pretty well documented bug, but it happens so rarely that it's probably not high on their to-do list, since they can just gift the Tokens back in a normal situation.

Oh, curious. I never noticed tokens skipping before, but I've found collecting event rewards in a place with sketchy connection often makes them disappear entirely.

Yeah, it happens there too. Any Hero Points, ISO-8, covers, or Tokens "given" to you in a prompt can break if your connection to the server is disrupted.

MikeHock wrote:

GothicKratos wrote:

MikeHock wrote:

Just because of a Holiday, it doesn't mean providing service to their customers stops. I was on Holiday last week too and my plant was in shut down, but when I became aware of Quality issues reported by one of my customers, I responded to my customer to let them know that the company I represent is aware of the problem and will take steps to address it.

Not all companies condone correspondences outside of the office, and there are a lot of reasons for this. Your experiences are not the world.

I've about had it with the "it's the weekend" and "its a holiday" and "we''re a small company" excuses when things go wrong. If it was a rare occurrence ok, but there are problems every week or two, it seems.

I'm sorry you're tired of me (because let's face it, I'm the only one that says those things ) telling you the truth. It is a holiday. They are a small company. Despite what you may think, I don't think it excuses everything - for example, you don't see me in the threads about people not getting the right amount of points in PvE saying those things - but there is a certain cadence that you should give another human being.

If I'm being completely honest here, in most cases it's not even an excuse. It's just the reason. And at the end of the day, what else matters? Complaining until the end of the day and accomplishing nothing? I'd rather just chalk it up to whatever the reason is, say my piece, and move on. Arguing, complaining, fighting - it all is pointless riff raff. It's a waste of energy.

Good day. I wasn't saying I'm sick of you or any response made in defense of D3. I know it's not personal. After a year of hearing " it the weekend", "holiday" and "we're a small company" , you get tired of it. The game doesn't stop because it's the weekend or a holiday. It's not a valid excuse anymore. D3 needs to step up, but they don't because they're too busy releasing character after character while ignoring suggestions, various bugs or other issues that would improve game play.

Unknown

kensterr wrote:

It's time for D3 to outsource some work to people who doesn't take holidays/leave.

Or have a suitable back up. Schedule it so that someone is available, not for every little issue, but for urgent issues or problems. It's not as if we're expect them to resolve every problem immediately; just let us know that you're aware of the problem. It is basic customer service and it should be standard operating procedure.

Pylgrim

TheDobot wrote:

GothicKratos wrote:

MikeHock wrote:

Just because of a Holiday, it doesn't mean providing service to their customers stops. I was on Holiday last week too and my plant was in shut down, but when I became aware of Quality issues reported by one of my customers, I responded to my customer to let them know that the company I represent is aware of the problem and will take steps to address it.

Not all companies condone correspondences outside of the office, and there are a lot of reasons for this. Your experiences are not the world.

Hey gothickratos maybe your situation is different from other people too. I pay money for a service and then D3 doesn't honor their service. I had to make sure all my clients taxes were in order before the first of the year and if I said "oh it's the holiday sorry" I would be disbarred and sued. Yes it was a holiday, but in the real world if they take money for a product and refuse to fix a broken problem that is fraud.

No one is "refusing" to anything. "Almost a week and a half ago" are only 4-5 working days including the public holidays. Much longer than that must pass before you can actually accuse anyone of intentional neglect disguised of ignorance of the issue.

Unknown

Almost 2 weeks since my original ticket, no response. I've left game feedback accordingly. Why would marvel lend their name to a game that's so poor?

David [Hi-Fi] Moore

cjathey wrote:

Almost 2 weeks since my original ticket, no response.

Hi, I'm sorry you're still waiting. Please PM me with your CS ticket number and I'll look into it.

We've been working on getting though the significant backlog of tickets that built up over the holidays and we're at the point where people who submitted tickets (and are still waiting) should start seeing faster resolutions.

We've also been working on a few improvements (such as expanded staff hours and streamlining some processes) that we hope will help avoid long delays in the future.

Thank you.

Unknown

You'll get those 2 moonstones any day now!

GothicKratos

Ralstonator wrote:

You'll get those 2 moonstones any day now!

I haven't seen any posts about people getting tokens as compensation since I made that silly little post in December about it. Maybe I missed something somewhere, but it seems they sifted over to giving Covers over Tokens.

(Note: Not to say that justifies the amount of time you waited, because it's not. I am merely responding to his post.)

rednailz

GothicKratos wrote:

MikeHock wrote:

Just because of a Holiday, it doesn't mean providing service to their customers stops. I was on Holiday last week too and my plant was in shut down, but when I became aware of Quality issues reported by one of my customers, I responded to my customer to let them know that the company I represent is aware of the problem and will take steps to address it.

Not all companies condone correspondences outside of the office, and there are a lot of reasons for this. Your experiences are not the world.

I recently heard in germany they were discussing making it illegal for your employer to contact you outside of work hours, or expect you to respond to e-mails ect outside of work hours. Obviously it wouldn't work in all professions, but man...what a novel idea.

Unknown

No worries OP, I learned early on buying Token packs were a complete waste. Sorry you missed the chance on 2 more Moonstone covers.

Deathclaw

I have had several game problems throughout the year or so i've played, and I have to say the customer support is fantastic. Seriously some of the best in any game i've played. I've gotten a response on every single issue i've brought up, and most of the time I felt like I was "made whole". I've had so many games ignore me, give me 'sorry but theres nothing we can do" answers, or not even have a customer support department at all.

Sometimes they took a little while to respond. I lost a cover to a glitch once, and it took them weeks and weeks to fix it, to the point I thought they weren't going to, but they did. Made me whole. They communicate, they try to do what they can, and I feel for them when people go ape when something isn't resolved in 48 hours. Sometime it takes a while. Sometimes I get really busy at work as well.

Ever see the movie "Waiting" when the guy doesn't like what the waiter did, and starts demanding comped meals and free stuff? I feel like they get that a lot, and still do a pretty good job. Not saying the OP has this kind of attitude, but I see it a lot. And then support gets blamed for development choices, etc. Then when people have played for 7 straight months, hitting "remind me later" on the rating, and then something happens they don't like, they ignore their 400 hours of enjoyment and give a low rating

Just wanted to throw my two cents in to say its not perfect, but D3s customer support has been far beyond most games in communication and resolution, in my experience.

Unknown

Just wanted to add my two cents as well.

Remember the Black Mystique cover that was given out to those within 1000 points of reaching her when the last season ended early?

I did not get one, though I thought I was within the 1000 point requirement. I was about to go on a 2.5 week vacation with family and access the forums through my work computer. So I sent a ticket. I got the "we're looking into it" response and left for vacation, figuring I'd get it at some point while I was out of town.

Nothing came.

Ok, I figured. I must not have been where I thought I was. No big deal.

Came back to work and saw no response email from Customer Support. Odd, but ok, it was the holidays after all and was not entirely sure I was within the 1000 points to begin with.

I decided to give them some time to reply after the holidays since I had work to catch up on anyway and only just today decided to PM the Great and Powerful David, who aparently rivals even Jamie Madrox in powerlevel. To add to the situation, work had deleted the customer service email so I did not even have my Trouble Ticket number to help in the search. I gave him my ingame username and the date I submitted the ticket. Within hours I had the cover popping up ingame.

Amazing customer service in my opinion.

It pays to be patient with anyone in Customer Service. Chances are there they have alot more going on then you realize. This is one of the reasons why I will highly recommend all my children to go into some type of service job as an early job, so they can understand just what types of things go on behind the scenes and what they have to do on a daily basis so that they have perspective. I know my own time doing so has helped me.

And again, a HUGE thanks to David for going above and beyond to help me out.

rednailz

TheDobot wrote:

GothicKratos wrote:

MikeHock wrote:

Just because of a Holiday, it doesn't mean providing service to their customers stops. I was on Holiday last week too and my plant was in shut down, but when I became aware of Quality issues reported by one of my customers, I responded to my customer to let them know that the company I represent is aware of the problem and will take steps to address it.

Not all companies condone correspondences outside of the office, and there are a lot of reasons for this. Your experiences are not the world.

Hey gothickratos maybe your situation is different from other people too. I pay money for a service and then D3 doesn't honor their service. I had to make sure all my clients taxes were in order before the first of the year and if I said "oh it's the holiday sorry" I would be disbarred and sued. Yes it was a holiday, but in the real world if they take money for a product and refuse to fix a broken problem that is fraud.

That wouldn't be fraud. Closer to negligence. Fraud would be more or an intentional misrepresentation

bdksni1

My experience with customer support has been satisfying, though it is a slow process to get things solved. Recently i issued a couple of tickets -one regarding a wrong cover deletion i had done previously and other due to the recent pve event problems-. While the second ticket remains unanswered, today i got the cover i had deleted offered as a gift. On other situations i've received compensations over updates/game-related flaws. Btw thanks d3
My point is if you have any problems tell them what's wrong and be patient, eventually they will take care of it.

KrazyKeylime

GothicKratos wrote:

turul wrote:

The replies / solutions are late because of holidays.

Have some patience, i'm sure everyone will get their missing covers soon...

This.

TheDobot wrote:

I don't know about anyone else, but I had to work last week. I got New Years off, but they other 4 days I was in the office. They had plenty of time to make a post saying we are working on the problem. They messed up the patch rewards, but still made him a pve node and a pvp event.

...And I worked all of that week, what's your point? Just because you were in office doesn't mean they were. They work five days a week all year long just like the rest of us. They deserve to have a holiday too.

then why roll out new untested event during the holiday? just roll out easy known event( would most likely suggest one with best record to avoid holiday problems) if they didn't want to work on the holidays then play new event after holiday. guess it makes too much sense.

GothicKratos

KrazyKeylime wrote:

GothicKratos wrote:

turul wrote:

The replies / solutions are late because of holidays.

Have some patience, i'm sure everyone will get their missing covers soon...

This.

TheDobot wrote:

I don't know about anyone else, but I had to work last week. I got New Years off, but they other 4 days I was in the office. They had plenty of time to make a post saying we are working on the problem. They messed up the patch rewards, but still made him a pve node and a pvp event.

...And I worked all of that week, what's your point? Just because you were in office doesn't mean they were. They work five days a week all year long just like the rest of us. They deserve to have a holiday too.

then why roll out new untested event during the holiday? just roll out easy known event( would most likely suggest one with best record to avoid holiday problems) if they didn't want to work on the holidays then play new event after holiday. guess it makes too much sense.

The only issue I remember with Enemy of the State was resolved in what a day? Tickets, maybe not, but there is a difference between Customer Service Reps and the developers availability, I would imagine.