A discussion with D3 support

Unknown

daibar wrote:

CoolB76 wrote:

I would have assumed that maxing him would be interpreted as covered and leveled in a one word description.

This is where you are mistaken.

Lots of player cover 'max' their XForce, but keep him at lvl 221. You know what you mean by max, the problem is that we don't know for certain what you mean. Maybe in your original e-mail you said that you leveled him to 270, but that wasn't explicitly stated in your original post. It could very well be the case that support is or isn't listening but people are just asking questions to try to figure out what actually happened before judging one way or another.

None of us are trying to be ****, but just trying to point out where an honest misunderstanding could happen because of different usages of 'max' in the context of this game.

Maybe the general public might not be able to make that distinction but if that's how a support team looks at it without asking questions to determine the real meaning then an audit of their procedures is probably a necessity. I work in the CS field in a training capacity and I can assure you a good support agent doesn't make assumptions if there is even a slight chance they are wrong. As in this case it only serves to worsen the situation. Unless of course they don't care and don't pay attention.

And again, if someone says maxed it's pretty darn straight forward. There is no getting around that unless you (for example) are sick of seeing complaints on a forum and are making stretches to try and shut people up.

d0nk3y

CoolB76 wrote:

And again, if someone says maxed it's pretty darn straight forward. There is no getting around that unless you (for example) are sick of seeing complaints on a forum and are making stretches to try and shut people up.

I would disagree on this. I have XForce max covered but underleveled. On the other hand, I have Luke Cage max leveled but undercovered. In one case the character is at the maximum of their power capacity and in the other the character is at the maximum of their level capacity. I would argue that without a distinction between the two, saying a character is "maxed" is ambiguous because that term can reference two different metrics.

Unknown

CoolB76 wrote:

daibar wrote:

CoolB76 wrote:

I would have assumed that maxing him would be interpreted as covered and leveled in a one word description.

This is where you are mistaken.

Lots of player cover 'max' their XForce, but keep him at lvl 221. You know what you mean by max, the problem is that we don't know for certain what you mean. Maybe in your original e-mail you said that you leveled him to 270, but that wasn't explicitly stated in your original post. It could very well be the case that support is or isn't listening but people are just asking questions to try to figure out what actually happened before judging one way or another.

None of us are trying to be ****, but just trying to point out where an honest misunderstanding could happen because of different usages of 'max' in the context of this game.

Maybe the general public might not be able to make that distinction but if that's how a support team looks at it without asking questions to determine the real meaning then an audit of their procedures is probably a necessity. I work in the CS field in a training capacity and I can assure you a good support agent doesn't make assumptions if there is even a slight chance they are wrong. As in this case it only serves to worsen the situation. Unless of course they don't care and don't pay attention.

And again, if someone says maxed it's pretty darn straight forward. There is no getting around that unless you (for example) are sick of seeing complaints on a forum and are making stretches to try and shut people up.

Nah, I just point out when people contradict themselves and try to correct them on it without really caring about whether their anger will let them see the truth.

You say you don't want support to make assumptions, and yet you want them to assume interpretations that are the most favorable to you automatically? Get the **** out of here. There's nothing preventing you from recontacting support and clarifying your situation and seeing if they will change their offer based on their old misinterpretation of your problem. While I agree it sucks that they don't seem to have a method of rolling back covers and hp purchases directly without selling the character, that's a different issue. Even if you had stated that you bought covers and iso to level x-force to 270 in your original e-mail to support, your aggressiveness towards responders trying to help you leads more people just to think that you were the one originally mistaken.

MarvelMan

d0nk3y wrote:

CoolB76 wrote:

And again, if someone says maxed it's pretty darn straight forward. There is no getting around that unless you (for example) are sick of seeing complaints on a forum and are making stretches to try and shut people up.

I would disagree on this. I have XForce max covered but underleveled. On the other hand, I have Luke Cage max leveled but undercovered. In one case the character is at the maximum of their power capacity and in the other the character is at the maximum of their level capacity. I would argue that without a distinction between the two, saying a character is "maxed" is ambiguous because that term can reference two different metrics.

I think the general terminology would contradict you. A max XF is 13 covers and 270. Your XF is cover maxed and underleveled. Your Luke Cage is soft capped (ie as high as you can get him for your covers).

Heartburn

ask and you shall receive

CoolB76 wrote:

I'm not intentionally trying to be a **** (cause I'm not 100% a ****)but I don't have to consider tinykitty and you and Eddiemon are beginning to confuse the hell out of me with your nonsense. If I said the card is maxed then it's maxed, not part maxed, not half way there but fully maxed. How in the Sam hell can I get it to level 270 without the covers being maxed at 13? If your meaning to say it's not finished becuae I can still reallocate covers to different abilities then that has no real pertinance to this conversation.

GothicKratos

You're completely overlooking the entire point. The likelihood of the person handling your request being somebody that plays MPQ (let alone knowing the eccentric amount of terminology we used) is about the same as calling Time Warner for support and expecting them to be a Time Warner customer. It's not very likely.

It's been said time and time again on the forums that their Customer Service Department is not members of D3Publishing, nor members of Demuirge, but out sourced to an outside company that works in tandem with them. (Feel free to say this is a bad choice, but that's irrelevant to the case at hand, because it is that way, whether it is "right" or not.)

If you didn't know that, well, now you do, and hopefully you can retract your presumptuous statements and make another one expressing your dissatisfaction without petty name calling and finger pointing.

simonsez

I guess it's presumptuous to expect that customer service is capable of servicing customers...

GothicKratos

simonsez wrote:

I guess it's presumptuous to expect that customer service is capable of servicing customers...

No, it's not, it's presumptuous to assume that a normal person would automatically be familiar with a game's specific nuanced terminology.

simonsez

GothicKratos wrote:

simonsez wrote:

I guess it's presumptuous to expect that customer service is capable of servicing customers...

No, it's not, it's presumptuous to assume that a normal person would automatically be familiar with a game's specific nuanced terminology.

I don't think misunderstanding arcane terminology is what's holding back customer service from being more responsive to people's complaints. Most of our CS interactions result the receipt of a form e-mail. We might as well be complaining to a bot.

GothicKratos

I was only talking about this specific situation, and it seems to be applicable in this specific case.

I'll be the first to admit CS does some things I'm not all to happy about.

evil panda

It seems like a fair offer, actually. I won't benefit because my XF was maxed long before March, but it should help the players that the nerf most screwed

David [Hi-Fi] Moore

Hi,

Yes, we're assisting players who purchased covers for Wolverine (X-Force) within 4 weeks of the changes going live on 4/17. Try out the new X-Force after the changes. If you feel dissatisfied with the updates - contact Customer Support: https://d3publisherofamerica.zendesk.co ... quests/new

Customer Support will confirm your request and then let you know when to sell X-Force. After selling X-Force - in addition to the increased in-game buyback - we'll also refund any Hero Points spent in the last 4 weeks on upgrading the character's abilities.

Thanks!

*Edited for clarity. Please do not sell your X-Force until CS asks you to do so.

Raffoon

"David wrote:

Moore"]Hi,

Yes, we're assisting players who purchased covers for Wolverine (X-Force) within 4 weeks of the changes going live on 4/17. Try out the new X-Force after the changes. If you feel dissatisfied with the updates - contact Customer Support: https://d3publisherofamerica.zendesk.co ... quests/new

Customer Support will confirm your request and then let you know when to sell X-Force. After selling X-Force - in addition to the increased in-game buyback - we'll also refund any Hero Points spent in the last 4 weeks on upgrading the character's abilities.

Thanks!

*Edited for clarity. Please do not sell your X-Force until CS asks you to do so.

So, in order to get a refund on the covers they bought, players have to completely sell the entire character including all of the covers they earned without spending HP?

Sounds pretty terrible to me. Why can't you let them keep the covers they earned? The increased buyback doesn't come close to matching the value of those earned covers. At least they've increased it to 6k for Xforce. For Thor, the buyback capped at 2500 HP for a fully covered/maxed character.


So I'm in a similar boat with my 4Thor. How about we make a deal?

You give me back the HP I spent on 7 covers for her 1-2 weeks before the nerf was announced. You also let me keep all of the covers I've earned without HP, since I earned those covers and my issue is with the HP spent on additional covers directly before a nerf announcement. Then, you also give me an extra cover of each color for the complete mess the whole damn thing has been.

Do that for people that spent HP on Xforce too.

evil panda

I see where they are coming from, though. Doesn't feel right to get a refund and keep the "merchandise" at the same time.

I realize that there will be healthy disagreement about what proportion of the character represents utility lost vs value already realized, but D3 at least tried to draw a line in good faith IMO

Raffoon

evil panda wrote:

I see where they are coming from, though. Doesn't feel right to get a refund and keep the "merchandise" at the same time.

I realize that there will be healthy disagreement about what proportion of the character represents utility lost vs value already realized, but D3 at least tried to draw a line in good faith IMO

The deal is that you get a refund, lose the merchandise you bought, and then lose some merchandise you built/earned/opened/won too.

evil panda

Yeah but on the other side of the balance sheet is the value you already received. I'm not really arguing with you guys on where to draw the line, I hate this tinykitty nerf too. If you think you're entitled to more, then I'm not going to argue it. Just saying that i see how D3 is trying to meet us halfway. there will be a hundred different opinions on whether they've come up enough.

Raffoon

evil panda wrote:

Yeah but on the other side of the balance sheet is the value you already received. I'm not really arguing with you guys on where to draw the line, I hate this tinykitty nerf too. If you think you're entitled to more, then I'm not going to argue it. Just saying that i see how D3 is trying to meet us halfway. there will be a hundred different opinions on whether they've come up enough.

Fair enough, I see where you're coming from too and it's certainly not unreasonable.

I'd think that if they really cared about retaining players and making them happy though, they'd err on the side of giving too much compensation rather than leaving room for players to feel even more cheated than they already were by the nerf.

If they handled these situations right, people would take notice and be happy to continue supporting them. As it stands, this current offer taken with their history over the past year just doesn't cut it for me personally.

I've said before I will not be spending any more money on this game, and they've failed to convince me otherwise.

Unknown

daibar wrote:

CoolB76 wrote:

daibar wrote:

CoolB76 wrote:

I would have assumed that maxing him would be interpreted as covered and leveled in a one word description.

This is where you are mistaken.

Lots of player cover 'max' their XForce, but keep him at lvl 221. You know what you mean by max, the problem is that we don't know for certain what you mean. Maybe in your original e-mail you said that you leveled him to 270, but that wasn't explicitly stated in your original post. It could very well be the case that support is or isn't listening but people are just asking questions to try to figure out what actually happened before judging one way or another.

None of us are trying to be ****, but just trying to point out where an honest misunderstanding could happen because of different usages of 'max' in the context of this game.

Maybe the general public might not be able to make that distinction but if that's how a support team looks at it without asking questions to determine the real meaning then an audit of their procedures is probably a necessity. I work in the CS field in a training capacity and I can assure you a good support agent doesn't make assumptions if there is even a slight chance they are wrong. As in this case it only serves to worsen the situation. Unless of course they don't care and don't pay attention.

And again, if someone says maxed it's pretty darn straight forward. There is no getting around that unless you (for example) are sick of seeing complaints on a forum and are making stretches to try and shut people up.

Nah, I just point out when people contradict themselves and try to correct them on it without really caring about whether their anger will let them see the truth.

You say you don't want support to make assumptions, and yet you want them to assume interpretations that are the most favorable to you automatically? Get the tinykitty out of here. There's nothing preventing you from recontacting support and clarifying your situation and seeing if they will change their offer based on their old misinterpretation of your problem. While I agree it sucks that they don't seem to have a method of rolling back covers and hp purchases directly without selling the character, that's a different issue. Even if you had stated that you bought covers and iso to level x-force to 270 in your original e-mail to support, your aggressiveness towards responders trying to help you leads more people just to think that you were the one originally mistaken.

You're still missing the point. It shouldn't be an assumption on their part. When I say maxed, it's **** maxed. No questions asked. Now you get the **** outta here. LOL. Naw feel free to stay, I'll happily leave and regain some of my sanity that some of you guys have ripped from me with your nonsense.

Unknown

Heartburn wrote:

ask and you shall receive

CoolB76 wrote:

I'm not intentionally trying to be a **** (cause I'm not 100% a ****)but I don't have to consider tinykitty and you and Eddiemon are beginning to confuse the hell out of me with your nonsense. If I said the card is maxed then it's maxed, not part maxed, not half way there but fully maxed. How in the Sam hell can I get it to level 270 without the covers being maxed at 13? If your meaning to say it's not finished becuae I can still reallocate covers to different abilities then that has no real pertinance to this conversation.

Now this is **** funny.

Unknown

GothicKratos » Sat Apr 18, 2015 6:00 pm
-1

Comment:
I'll feel free to do this to all your "pot stirring" in the future, instead of taking you serious and giving you constructive feedback.

Pretty classy


You didn't read the post about proper use of negs did you? Just because I make some controversial comments doesn't mean they aren't constructive. They seem to open a lot of dialog.

Cheers