Why change 3* prize to 2* prize on gauntlet? Streamlined

Hulk11

They rely on novice players or noobs to get by I believe. You really don't need communication to those players. Something about so many players joined since whenever that was, that's the goal. Maybe novice players thought the rewards for this event were cool, while veterans just expected to clear it and earn them. Now it's whether they are happy with the rewards maybe?

Unknown

I think the game itself needs to be able to better communicate certain vital information. It should not be unreasonable to have a way of seeing whether that 10 pack reward for top 10 is the usual 10-pack, a 10-pack with a guaranteed 3*, or 10 3*s. I can see a plausible argument for all 3 and sure you can say history says it's almost certainly the first one, but you shouldn't have to rely on history to figure these things out.

Trisul

Of all the things to complain about in MPQ, this one... is a one-time typo/bug that affects the smallest number of people of any recent issue (outside sandboxing).

I certainly wouldn't use it as the definitive example of poor dev communication, and it doesn't deserve the essays written on the subject.

lukewin

I forgot this earlier. Not all of D3 communicate poorly. I like reading any posts that come from Demiurge_Will. They are informative and his syntax conveys his tone thru text, at least to me, it does. His communication is an example of how I'd like to see other representatives of D3 communicate.

MarvelMan created this post, so if you don't know what I'm talking about, read some of Will's posts.
The Musings of Will (Best of)

In a poll, I created D3's communication. Good or bad?, I did include this option "Demiurge_Will has great, informative posts".

lukewin

http://www.d3pforums.com/search.php?author_id=97&sr=posts

An example

Demiurge_Will wrote:

Thanks, all - we're in the process of determining whether we can identify from our database those players whose points weren't recorded and for whom the problem didn't fix itself when we squashed the bug. That'll help to determine how we'll try to make it up to you. It's looking like that will happen early next week. I or someone else on the team will update this thread with more information then.

What happened here: we introduced a bug at around 10:15 Eastern this morning when attempting to deploy a fix for an issue where some players (not necessarily any overlap with those affected by this bug) see enemies that are much lower level than expected. The problem only showed up for some players, and we didn't hit it in our automated tests or manual testing. We identified the probable source of the problem at around 11, tested a fix, and deployed it just after noon. Later today, we also deployed a better fix for the original issue we were trying to solve.

Very sorry about that, and I really appreciate your reports that let us track the problem down.

Unknown

This is getting embarassing at this point. I originally understood why the OP and others would be upset, and I had no problem with it. However, enough is enough. I'm sorry you do not like the MULTIPLE responses from MPQ on the issue. It seems you'll only be happy with a 10 pack of 3*'s which is ridiculous.

There were no ill intentions. ICEIX (who never gets on the forum any more it seems) personally got on the forum to address the issue within 30 minutes of it being raised.

I'm going to say what others seem to be to nice to say. It was a mistake. It happens. Players have provided lots of feedback in multiple threads. It's time to move on.

Unknown

Yes it is embarrassing that everything something new is released, there is a problem.

JVReal

The_Valeyard wrote:

This is getting embarassing at this point. I originally understood why the OP and others would be upset, and I had no problem with it. However, enough is enough. I'm sorry you do not like the MULTIPLE responses from MPQ on the issue. It seems you'll only be happy with a 10 pack of 3*'s which is ridiculous.

There were no ill intentions. ICEIX (who never gets on the forum any more it seems) personally got on the forum to address the issue within 30 minutes of it being raised.

I'm going to say what others seem to be to nice to say. It was a mistake. It happens. Players have provided lots of feedback in multiple threads. It's time to move on.

What's embarrassing is the thickheaded people that speak condescendingly as if they have a point when they don't.

Handled within 30 minutes of it being brought to attention?

From the Thread:
The Gauntlet - Competitive Edition Feb 7- 12; very first post Saturday 2/7 10:07 am

turul wrote:

First 10 finishers receiving 3* guaranteed event token 10pack (based on token graphic!), others get one standard token!
Very nice awarding structure, D3P!

PROGRESSION AWARDS 3*:

Punisher Green (sub2 final award)
Hood (sub3)
Deadpool (sub3 final award)

1-1 progression tokens in sub2 and sub3 (2*+)

The misunderstanding immediately evident from the VERY BEGINNING. ICEIX response came not 30 mins later, but instead came 2.5 days later (Monday Feb 9 6:42 pm) after the top 10 were already set in most of the brackets, and in a totally DIFFERENT THREAD THAN THE EVENT RELATED THREAD WHERE THE MISUNDERSTANDING FIRST BEGAN. People asked for confirmation on that very same thread and not a word from an MPQ representative clarifying it.

After a stealth update changing the graphic, someone noticed the changes in graphics, created a separate thread specifically addressing the graphics change and what it means... and that is the thread that ICEIX hopped onto and made his "multiple responses".

The "multiple responses from MPQ" were not responses to the issue, misunderstanding or resolution of said misunderstanding. It was a gruff, minimalistic, dismissive post saying "graphic was wrong, fixed it", "we knew about it, but didn't bother to fix it or address it before people went all out for it" and not a single "we're sorry for the misunderstanding".

That's the issue. You sit here pretending that ICEIX did us some favor by coming down from on high to bless us with his dismissive comments and all of a sudden the misunderstanding and feelings of slight are suddenly to be dismissed without even an apology. I'm not even one of the top 10 that got impacted by this glitch and the response ticked me off because it was a completely mishandled by MPQ from a customer service aspect. I don't know ICEIX, but if all of his posts addressing the communities concerns were handled like this one, then it's a good thing he doesn't come on here all that often.

It was a mistake by MPQ, and a misunderstanding by the players. An explanation thread under Announcements with an apology would have done wonders and I bet people would have been happy with that even without compensation... the cost? A few minutes of understanding, and a few minutes to fashion a respectful post. Heck, an update in the event thread where the misunderstanding first started would have stopped a lot of the animosity, even to say "Hey, just to clarify it isn't a guaranteed 3* pack, it's a normal pack, the graphic is wrong but we won't be able to fix the graphic until Monday". Then a mod would edit the first post in the thread to remove the verbiage saying guaranteed and reference the post. Problem solved. Why didn't that happen? They can't post remotely from home like we can? Nobody from MPQ reads the forums on the weekends when they kick off an event? The World Wide Web doesn't work for them outside of MPQ offices?

I agree we need to move forward, but if MPQ doesn't see what they did wrong here, they are doomed to repeat it.

lukewin

The_Valeyard wrote:

This is getting embarassing at this point. I originally understood why the OP and others would be upset, and I had no problem with it. However, enough is enough. I'm sorry you do not like the MULTIPLE responses from MPQ on the issue. It seems you'll only be happy with a 10 pack of 3*'s which is ridiculous.

There were no ill intentions. ICEIX (who never gets on the forum any more it seems) personally got on the forum to address the issue within 30 minutes of it being raised.

I'm going to say what others seem to be to nice to say. It was a mistake. It happens. Players have provided lots of feedback in multiple threads. It's time to move on.

I appreciate you bumping the post and keeping it on the front page. It gets more exposure. Embarrassing? Well, this is the internet, and in real life, I haven't much shame. And then, thanks for proving that you did not read the entire thread. Kinda do have a post where I explicitly say

"People are going to complain about everything, and the issue I am trying to bring to light, communication, shouldn't be lumped with an issue like the removal of one star. But that removal of the one star and the communication that followed, illuminated the issue I am trying to bring to light. I've stated multiple times I don't care about the uproar about the star, my issue is the communication. I'd hate to scour through the forums and show more examples, because to a lot of people, it doesn't matter. They're still thinking that I'm upset that I am not getting 10 3*s."

Gave you the GothicKratos treatment, where I bolded and colored some font for you. In addition, I raised the font size so you didn't miss it.

I never said there were ill intentions. It was a mistake. The problem is how the mistake was handled.

simonsez

You people streamline a topic the way David Mamet streamlines his dialogue...

Unknown

bonfire01 wrote:

I said WHY I think it's not a big deal (effects at most 10/10000 players and relies on none of them putting much effort

The fact that you think this makes anything else you have to say meaningless. The rewards were given to 10/10000 players but that doesn't mean that only 10 people spent time and resources trying to earn the reward.

Furthermore, stating that nobody that reached the top tier reward had to put forth "much effort" is ridiculous and absolutely untrue. Many of the nodes are quite challenging.

The question is, why are you defending d3 so hard? Are you that much of a fanboy or do you feel important by downing others?

Trisul

I don't really sense anything constructive coming out of this discussion anymore. OP has made his point (many times). Would moderators perhaps consider locking this?

Unknown

lukewin wrote:

The_Valeyard wrote:

This is getting embarassing at this point. I originally understood why the OP and others would be upset, and I had no problem with it. However, enough is enough. I'm sorry you do not like the MULTIPLE responses from MPQ on the issue. It seems you'll only be happy with a 10 pack of 3*'s which is ridiculous.

There were no ill intentions. ICEIX (who never gets on the forum any more it seems) personally got on the forum to address the issue within 30 minutes of it being raised.

I'm going to say what others seem to be to nice to say. It was a mistake. It happens. Players have provided lots of feedback in multiple threads. It's time to move on.

I appreciate you bumping the post and keeping it on the front page. It gets more exposure. Embarrassing? Well, this is the internet, and in real life, I haven't much shame. And then, thanks for proving that you did not read the entire thread. Kinda do have a post where I explicitly say

"People are going to complain about everything, and the issue I am trying to bring to light, communication, shouldn't be lumped with an issue like the removal of one star. But that removal of the one star and the communication that followed, illuminated the issue I am trying to bring to light. I've stated multiple times I don't care about the uproar about the star, my issue is the communication. I'd hate to scour through the forums and show more examples, because to a lot of people, it doesn't matter. They're still thinking that I'm upset that I am not getting 10 3*s."

Gave you the GothicKratos treatment, where I bolded and colored some font for you. In addition, I raised the font size so you didn't miss it.

I never said there were ill intentions. It was a mistake. The problem is how the mistake was handled.

I'm too lazy to do green quote thing. Point was they can't go back in time, they've addressed the issue, short of giving out 3*s, there is nothing else they can do. I went on to say, there have been multiple posts in multiple threads on this and communication. People have made their point. Mpq explained why they communicated the way they did.

That means both sides have done everything they can do regarding this issue. It's time to move on.

I'm sorry they did not communicate in a perfect way. I'm sorry that nothing they can say is good enough for you. I'm especially sorry for everyone else on the forum that you have no respect for that you'll litter countless threads on this topic instead of taking satisfaction that you've made your point.

Instead of taking solace in the latter, which is supposedly your goal, you'll probably be more delighted by the bump.

Lastly, I shall add, up until you went nuts over this issue, you seemed to be one of the sharper people on here. I hope if we ever move onto from this matter, we can expect the old you back.

Unknown

Trisul wrote:

I don't really sense anything constructive coming out of this discussion anymore.

That's because neither side is really listening to what the other side is saying. I'm going to stick my head in the middle one more time, which is probably just going to get me bashed by both sides, but what the heck.

To everyone saying this is no deal at all, you're wrong. If it was no deal at all they wouldn't have changed the graphic and there wouldn't have been any apologies at all. Take a look at the Heroic 10-Pack season reward. It shows **s. It stands to reason that any pack reward showing ***s would be better, and for people struggling to improve in this game that's a very tempting carrot. These are the actual wronged parties, the ones who expended time and resources in an attempt to get a reward which was not what it appeared to be, having nothing to do with whether they won said reward or not. The rewards were misrepresented, then changes were made on the sly, and then a half apology was issued well after the fact. That's just not an awesome job, and to the people who were legitimately wronged by this, take it up with customer service. You've got a good case for compensation.

To everyone saying how the powers that be did a bad job on this, yeah, they did. So? What exactly is it you want at this point? If your goal was to bring it to everyone's attention, mission accomplished. They did a bad job, again. This isn't exactly news that their communication skills aren't super good. But they're getting better. So again, what do you want at this point? An apology for their apology? If you're just whoring for a guilt reward for the community, that's probably not going to happen. When the lights went out and the building was on fire we got a couple tokens. This doesn't really rate. Be content that their screw-up has been well documented and move on with your life.

Hulk11

Poetic indeed.

Unknown

Thugpatrol wrote:

Trisul wrote:

I don't really sense anything constructive coming out of this discussion anymore.

That's because neither side is really listening to what the other side is saying. I'm going to stick my head in the middle one more time, which is probably just going to get me bashed by both sides, but what the heck.

To everyone saying this is no deal at all, you're wrong. If it was no deal at all they wouldn't have changed the graphic and there wouldn't have been any apologies at all. Take a look at the Heroic 10-Pack season reward. It shows **s. It stands to reason that any pack reward showing ***s would be better, and for people struggling to improve in this game that's a very tempting carrot. These are the actual wronged parties, the ones who expended time and resources in an attempt to get a reward which was not what it appeared to be, having nothing to do with whether they won said reward or not. The rewards were misrepresented, then changes were made on the sly, and then a half apology was issued well after the fact. That's just not an awesome job, and to the people who were legitimately wronged by this, take it up with customer service. You've got a good case for compensation.

To everyone saying how the powers that be did a bad job on this, yeah, they did. So? What exactly is it you want at this point? If your goal was to bring it to everyone's attention, mission accomplished. They did a bad job, again. This isn't exactly news that their communication skills aren't super good. But they're getting better. So again, what do you want at this point? An apology for their apology? If you're just whoring for a guilt reward for the community, that's probably not going to happen. When the lights went out and the building was on fire we got a couple tokens. This doesn't really rate. Be content that their screw-up has been well documented and move on with your life.

I prefer the way you wrote this than my more poorly worded attempt to convey similar sentiments.

Unknown

Thugpatrol wrote:

Trisul wrote:

I don't really sense anything constructive coming out of this discussion anymore.

That's because neither side is really listening to what the other side is saying. I'm going to stick my head in the middle one more time, which is probably just going to get me bashed by both sides, but what the heck.

To everyone saying this is no deal at all, you're wrong. If it was no deal at all they wouldn't have changed the graphic and there wouldn't have been any apologies at all. Take a look at the Heroic 10-Pack season reward. It shows **s. It stands to reason that any pack reward showing ***s would be better, and for people struggling to improve in this game that's a very tempting carrot. These are the actual wronged parties, the ones who expended time and resources in an attempt to get a reward which was not what it appeared to be, having nothing to do with whether they won said reward or not. The rewards were misrepresented, then changes were made on the sly, and then a half apology was issued well after the fact. That's just not an awesome job, and to the people who were legitimately wronged by this, take it up with customer service. You've got a good case for compensation.

To everyone saying how the powers that be did a bad job on this, yeah, they did. So? What exactly is it you want at this point? If your goal was to bring it to everyone's attention, mission accomplished. They did a bad job, again. This isn't exactly news that their communication skills aren't super good. But they're getting better. So again, what do you want at this point? An apology for their apology? If you're just whoring for a guilt reward for the community, that's probably not going to happen. When the lights went out and the building was on fire we got a couple tokens. This doesn't really rate. Be content that their screw-up has been well documented and move on with your life.

Lots of good stuff in your post except that I don't think D3 apologized. It's whatever at this point. We can wait for the next D3 screw up within the next 5-7 days for us to talk about.

Unknown

MikeHock wrote:

Thugpatrol wrote:

Trisul wrote:

I don't really sense anything constructive coming out of this discussion anymore.

That's because neither side is really listening to what the other side is saying. I'm going to stick my head in the middle one more time, which is probably just going to get me bashed by both sides, but what the heck.

To everyone saying this is no deal at all, you're wrong. If it was no deal at all they wouldn't have changed the graphic and there wouldn't have been any apologies at all. Take a look at the Heroic 10-Pack season reward. It shows **s. It stands to reason that any pack reward showing ***s would be better, and for people struggling to improve in this game that's a very tempting carrot. These are the actual wronged parties, the ones who expended time and resources in an attempt to get a reward which was not what it appeared to be, having nothing to do with whether they won said reward or not. The rewards were misrepresented, then changes were made on the sly, and then a half apology was issued well after the fact. That's just not an awesome job, and to the people who were legitimately wronged by this, take it up with customer service. You've got a good case for compensation.

To everyone saying how the powers that be did a bad job on this, yeah, they did. So? What exactly is it you want at this point? If your goal was to bring it to everyone's attention, mission accomplished. They did a bad job, again. This isn't exactly news that their communication skills aren't super good. But they're getting better. So again, what do you want at this point? An apology for their apology? If you're just whoring for a guilt reward for the community, that's probably not going to happen. When the lights went out and the building was on fire we got a couple tokens. This doesn't really rate. Be content that their screw-up has been well documented and move on with your life.

Lots of good stuff in your post except that I don't think D3 apologized. It's whatever at this point. We can wait for the next D3 screw up within the next 5-7 days for us to talk about.

What was the last mess up before this one? Was it when a season ended 3 hours early a month ago? I think that was it. I know the shield cooldowns shocked everyone because they actually brought up the topic and let us discuss it before the change.

lukewin

The_Valeyard wrote:

...Point was they can't go back in time, they've addressed the issue (Correct)....I went on to say, there have been multiple posts in multiple threads on this and communication. People have made their point. Mpq explained why they communicated the way they did (This I might've missed).

...I'm sorry that nothing they can say is good enough for you (Not true). I'm especially sorry for everyone else on the forum that you have no respect for that you'll litter countless threads on this topic instead of taking satisfaction that you've made your point (I can count them for you, one that OP created, one that I did, that equals 2. If you want to count the poll, that is 3. I apologize if I am having a general discussion in the General Discussion subforum).

Instead of taking solace in the latter, which is supposedly your goal, you'll probably be more delighted by the bump (It does bring more awareness to the situation by being front page, so thank you).

Lastly, I shall add, up until you went nuts over this issue, you seemed to be one of the sharper people on here. I hope if we ever move onto from this matter, we can expect the old you back (Same me, the whole time, just not an issue that others weren't already pushing).

So for new relevant info, I sent off an email. Just because I wanted to get a response from D3.

I finished Alpine Tactics at the #9 position in my bracket early Monday morning. I spent 200 HP, 27 all color boosts and countless ISO on the 2 color boosts. When I played the Gauntlet, the image for the 10 pack reward had 3 stars on it, which led to me thinking the possibility existed that it would dispense nothing less than 3*. The image was changed on Monday afternoon to 2*. I read on the forum a response, but just want to get an official response from Customer Service. It sucks that an event launched on Saturday, with the graphic there all weekend and to be changed without notice after most people had already completed the event for placement rewards. Please let me know how the issue will be addressed and/or resolved.

Thank you,

Luke Nguyen

Their response

Hello D3P Customer,

Thank you for contacting D3P Customer Support.

We apologize, but the 3 stars on this reward did not indicate that only 3 star characters would be drawn from this cover pack. The stars were simply added to mark the reward as "special". The image was changed because some players believed only 3 star characters would be drawn, but we are not offering any compensation for this issue. We apologize for any inconvenience or confusion.

If you require further assistance, please do not hesitate to contact us again and it will be a pleasure to help you.

Best Regards,
D3Publisher Customer Support Team (JDN)

Then I got this

On Feb 11, 2015 3:01 PM, "D3Publisher" <support@d3publisherofamerica.zendesk.com> wrote:
##- Please type your reply above this line -##
Hello Luke Nguyen,

We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:

How would you rate the support you received?

Good, I'm satisfied

Bad, I'm unsatisfied

Here's a reminder of what your ticket was about:...

And here's how I responded

Good, I'm satisfied

Although I don't like the content or explanation of your reply, I am satisfied with the delivery and and (had 2 and's in there by mistake, was typing on a tablet in a box) ownership of the mistake. I was not expecting, nor did I ask for compensation. Thank you for the reply. I have created a thread on the forums and have had debates with people about this situation. They seem to be more argumentative, than I, but I don't want my content to get disregarded because of my delivery. If you deliver bad news in a good way, it eases the blow.

If that Customer Service reply had been posted as the initial response, we would not be where we are today. People might still complain about the mistake/bait and switch/error/whatever you want to call it, but I would not be one of them.

Unknown

lukewin wrote:

The_Valeyard wrote:

...Point was they can't go back in time, they've addressed the issue (Correct)....I went on to say, there have been multiple posts in multiple threads on this and communication. People have made their point. Mpq explained why they communicated the way they did (This I might've missed).

...I'm sorry that nothing they can say is good enough for you (Not true). I'm especially sorry for everyone else on the forum that you have no respect for that you'll litter countless threads on this topic instead of taking satisfaction that you've made your point (I can count them for you, one that OP created, one that I did, that equals 2. If you want to count the poll, that is 3. I apologize if I am having a general discussion in the General Discussion subforum).

Instead of taking solace in the latter, which is supposedly your goal, you'll probably be more delighted by the bump (It does bring more awareness to the situation by being front page, so thank you).

Lastly, I shall add, up until you went nuts over this issue, you seemed to be one of the sharper people on here. I hope if we ever move onto from this matter, we can expect the old you back (Same me, the whole time, just not an issue that others weren't already pushing).

So for new relevant info, I sent off an email. Just because I wanted to get a response from D3.

I finished Alpine Tactics at the #9 position in my bracket early Monday morning. I spent 200 HP, 27 all color boosts and countless ISO on the 2 color boosts. When I played the Gauntlet, the image for the 10 pack reward had 3 stars on it, which led to me thinking the possibility existed that it would dispense nothing less than 3*. The image was changed on Monday afternoon to 2*. I read on the forum a response, but just want to get an official response from Customer Service. It sucks that an event launched on Saturday, with the graphic there all weekend and to be changed without notice after most people had already completed the event for placement rewards. Please let me know how the issue will be addressed and/or resolved.

Thank you,

Luke Nguyen

Their response

Hello D3P Customer,

Thank you for contacting D3P Customer Support.

We apologize, but the 3 stars on this reward did not indicate that only 3 star characters would be drawn from this cover pack. The stars were simply added to mark the reward as "special". The image was changed because some players believed only 3 star characters would be drawn, but we are not offering any compensation for this issue. We apologize for any inconvenience or confusion.

If you require further assistance, please do not hesitate to contact us again and it will be a pleasure to help you.

Best Regards,
D3Publisher Customer Support Team (JDN)

Then I got this

On Feb 11, 2015 3:01 PM, "D3Publisher" <support@d3publisherofamerica.zendesk.com> wrote:
##- Please type your reply above this line -##
Hello Luke Nguyen,

We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:

How would you rate the support you received?

Good, I'm satisfied

Bad, I'm unsatisfied

Here's a reminder of what your ticket was about:...

And here's how I responded

Good, I'm satisfied

Although I don't like the content or explanation of your reply, I am satisfied with the delivery and and (had 2 and's in there by mistake, was typing on a tablet in a box) ownership of the mistake. I was not expecting, nor did I ask for compensation. Thank you for the reply. I have created a thread on the forums and have had debates with people about this situation. They seem to be more argumentative, than I, but I don't want my content to get disregarded because of my delivery. If you deliver bad news in a good way, it eases the blow.

If that Customer Service reply had been posted as the initial response, we would not be where we are today. People might still complain about the mistake/bait and switch/error/whatever you want to call it, but I would not be one of them.

In fairness, as others have pointed out, contacting customer service (not the forum) was the best avenue to address the issue. I also agree with other posters that have advised other players in your position to also contact customer service on the issue. I cannot in good faith contact them myself because I have no excuse. I realized long ago that the packs and tokens given by events are the same ones that they sell for that event. So I checked the pack odds on the sell screen. Likewise, I realize many other players are not aware of this, which is why I completely understand initially why there were upset.

I think our only real disagreement is that I feel this particular issue has been hammered out to its full potential. Conversely, I have said nothing about the Communication thread you have posted with the poll because I think that's a bigger overall issue that there are still lots of things to discuss in that thread (which in my mind makes it different from this one).