So is it just standard practice for C-Sup to stop replying?

Arondite

So far I've had to ask Customer Support for help with a couple of different things (missing rewards, missing points, refresh timers on nodes I haven't cleared costing me points in events that were close, etc).

The first time I contacted them, I was told since I had no screenshots of the missing reward they couldn't help me. I get that, but at the same time how can I screenshot the fact that I didn't get a reward? Lol.

That's in the past I guess, but now I have an "open ticket" for refresh timers costing me a placement I was pushing really hard for. I provided screenshots, time stamps, all the information they requested, etc...then they just stopped replying. At the moment, it's been about 8 days since I heard from them when I was told they strive to contact within 72 hours.

Not even a "hey, hang tight buddy!".

GothicKratos

I'll poke this thread over to the right people. Sorry your experiences have been a bummer.

[EDIT] I do believe they are out of the office for the day today, so hopefully you'll hear something tomorrow.

Elleby

I am having a similar issue with customer support. I have several characters with the negative experience bug. I've communicated back and forth with customer support and sent them the screenshots they asked for, they then said they would fix it and it should be done in the next 72 hours. That was a week ago. Meanwhile we are having events that call for the characters that are bugged and I can't level them because I am waiting for support to replace my characters based off of my screenshots.

I even had a cover in my rewards queue expire today as I didn't want to apply it to a character that was going to be replaced by customer support based off of a week old screenshot.

I'm afraid to even email them now as they said if I email them it will just send my ticket to the bottom of the queue.

GothicKratos

When I communicated with HiFi earlier today he told me that their CS office isn't in office because of the weather (something that didn't even dawn on me until he said something about it), which may be a reason why it's taking so long.

Arondite

GothicKratos wrote:

When I communicated with HiFi earlier today he told me that their CS office isn't in office because of the weather (something that didn't even dawn on me until he said something about it), which may be a reason why it's taking so long.

I can understand that - weather conditions are pretty severe there right now.

Unknown

I'm having the same issue. My older characters are bugged and have negative ISO required to level them up and it's been two weeks since I opened my ticket. It's frustrating, because I want to level up a few of them to be more competitive, but I'm forced to wait.

Arondite

I'm a firm believer that if you complain about something bad, you've gotta be willing to give credit when something is good.

After speaking with one of the gentlemen here on this site and explaining the dilemma, I received what I consider fair compensation for my situation.

I won't say what I was given as I feel that puts c-sup in a bind for future resolutions, but it was to my satisfaction without overcompensating. A good balance.

Elleby

Arondite wrote:

I'm a firm believer that if you complain about something bad, you've gotta be willing to give credit when something is good.

After speaking with one of the gentlemen here on this site and explaining the dilemma, I received what I consider fair compensation for my situation.

I won't say what I was given as I feel that puts c-sup in a bind for future resolutions, but it was to my satisfaction without overcompensating. A good balance.

I'm glad you got it resolved somewhat. I still have my bugged characters and two covers that are going to expire over the weekend unless customer support does something tomorrow.

If it helps anybody fix it faster, my in-game name is "Tzvi".

GothicKratos

Elleby wrote:

Arondite wrote:

I'm a firm believer that if you complain about something bad, you've gotta be willing to give credit when something is good.

After speaking with one of the gentlemen here on this site and explaining the dilemma, I received what I consider fair compensation for my situation.

I won't say what I was given as I feel that puts c-sup in a bind for future resolutions, but it was to my satisfaction without overcompensating. A good balance.

I'm glad you got it resolved somewhat. I still have my bugged characters and two covers that are going to expire over the weekend unless customer support does something tomorrow.

If it helps anybody fix it faster, my in-game name is "Tzvi".

At this point, I would try and message HiFi with your ticket number and hopefully he can look into it for you.