Worst Customer Service I've ever recieved

Unknown

I just received the worst response from the worst customer service I've ever seen. It took them 18 days to just to respond to my request to be refunded my hero points from the Ragnarok Nerf. I spent hero points on it just about an hour before the nerf went live. This is the email I received. It doesn't even bother to acknowledge my request. I wasn't expecting a full refund of hero points. I was hoping for a full refund, but expecting to get some consolation to ease the sting, maybe even just 700HP or something due to the recency of the purchase. The customer service representative side steps my request entirely and says more or less "We're doing better!". I have yet to have my issue resolved or my request even acknowledges. Below is the entire email.

Hello,

Thank you for your feedback regarding our title. As I am sure you can imagine, this was an issue that created a number of responses, both positive and negative. While we feel that this change was a good move for the MPQ community as a whole, we understand why people may have been frustrated (both by the actual change and the way the change was handled). We want to continue to be able to make changes to this game as it grows and becomes more complex, but we also want to do our best to keep our customers happy.

With this in mind, we have tried to take steps to ensure players will not be caught completely unaware when such changes are planned in the future. We have started posting updates, both in-game and on the community forums, listing our planned character changes. In fact, you may have noticed a message that states both Thor and Wolverine are next in line for adjustments. Our hope is that this will give players more of a heads-up to changes that are in the works.

In addition, we plan to provide more insight into why these changes were made. We recently posted a character update for Invisible Woman on the forums that not only listed what changes were made, but WHY those changes were made. We want there to be more transparency into our updates.

Finally, we are looking into special buy-back feature that will allow users to sell that character at a greatly increased rate for a short period of time if the player determines that the changes have created a character that no longer fits the players ideal play style. We feel this is a potential solution to help those that aren't happy with the changes, while still being fair to those in the community that feel that change was for the better. This feature is still being fine-tuned, but we hope to have it set up in time for future character changes.

We thank you for your patience while we work to improve this game. Please be sure to keep a lookout on the forums for more updates on our plans.

Thanks,

D3Publisher Support Team

Unknown

looks like everyone gets copy-pasted response lol.

Unknown

Next patch it's going to be 150 HP to leave feedback.

Unknown

Toxicadam wrote:

Next patch it's going to be 150 HP to leave feedback.

Wouldn't be surprised if next patch it cost 150HP to claim covers from the reward bin.

Unknown

Razzi wrote:

I just received the worst response from the worst customer service I've ever seen. It took them 18 days to just to respond to my request to be refunded my hero points from the Ragnarok Nerf. I spent hero points on it just about an hour before the nerf went live. This is the email I received. It doesn't even bother to acknowledge my request. I wasn't expecting a full refund of hero points. I was hoping for a full refund, but expecting to get some consolation to ease the sting, maybe even just 700HP or something due to the recency of the purchase. The customer service representative side steps my request entirely and says more or less "We're doing better!". I have yet to have my issue resolved or my request even acknowledges. Below is the entire email.

Hello,

Thank you for your feedback regarding our title. As I am sure you can imagine, this was an issue that created a number of responses, both positive and negative. While we feel that this change was a good move for the MPQ community as a whole, we understand why people may have been frustrated (both by the actual change and the way the change was handled). We want to continue to be able to make changes to this game as it grows and becomes more complex, but we also want to do our best to keep our customers happy.

With this in mind, we have tried to take steps to ensure players will not be caught completely unaware when such changes are planned in the future. We have started posting updates, both in-game and on the community forums, listing our planned character changes. In fact, you may have noticed a message that states both Thor and Wolverine are next in line for adjustments. Our hope is that this will give players more of a heads-up to changes that are in the works.

In addition, we plan to provide more insight into why these changes were made. We recently posted a character update for Invisible Woman on the forums that not only listed what changes were made, but WHY those changes were made. We want there to be more transparency into our updates.

Finally, we are looking into special buy-back feature that will allow users to sell that character at a greatly increased rate for a short period of time if the player determines that the changes have created a character that no longer fits the players ideal play style. We feel this is a potential solution to help those that aren't happy with the changes, while still being fair to those in the community that feel that change was for the better. This feature is still being fine-tuned, but we hope to have it set up in time for future character changes.

We thank you for your patience while we work to improve this game. Please be sure to keep a lookout on the forums for more updates on our plans.

Thanks,

D3Publisher Support Team

While I am not happy that you receive such a garbage response, at least I know that I am not alone in receiving p@$$ poor customer service from D3.

"It doesn't even bother to acknowledge my request"

It is obvious they don't give a you-know-what about your feedback, your valid issue & it's just "take the money and run".

**** like this is why people are leaving 1* reviews and deleting this app.

Unknown

not my experience at all...:

Marvel Puzzle Quest (D3 Publisher)
Dec 23 19:36

Hello!

I just sent over the difference in Iso-8 (25,000).
Thank you for your support!

D3Publisher Support Team

If you have any further questions, feel free to contact us, visit our website at http://www.d3p.us/, or stop by our forums at www.d3pforums.com for more information.



Dec 23 17:56


I have one more issue that is really annoying me. I just bought 25.000 ISO yesterday and today I see there is an awesome offer that's doubling the amount(for reference):

Order number:XX
Order date: XX

ItemPrice

Mother Lode (Marvel Puzzle Quest Dark Reign)44,99 €

Total: 44,99 €(Includes VAT of 0,00 €)

If I had known this offer would have came up I would have waited to purchase.. I ask you kindly to consider to match the ISO to the current 50.000.

I am well aware that you are a business and need to make money in order to stay in business, therefore I hope you will take into account my purchase history and also that a positive answer from you will encourage me to continue buying as I have. Currently I am to annoyed about the bad timing to contemplate any further purchases in the near future.

With best regards

XXXX

Unknown

Wicked Witch wrote:

not my experience at all...:

Marvel Puzzle Quest (D3 Publisher)
Dec 23 19:36

Hello!

I just sent over the difference in Iso-8 (25,000).
Thank you for your support!

D3Publisher Support Team

If you have any further questions, feel free to contact us, visit our website at http://www.d3p.us/, or stop by our forums at http://www.d3pforums.com for more information.



Dec 23 17:56


I have one more issue that is really annoying me. I just bought 25.000 ISO yesterday and today I see there is an awesome offer that's doubling the amount(for reference):

Order number:XX
Order date: XX

ItemPrice

Mother Lode (Marvel Puzzle Quest Dark Reign)44,99 €

Total: 44,99 €(Includes VAT of 0,00 €)

If I had known this offer would have came up I would have waited to purchase.. I ask you kindly to consider to match the ISO to the current 50.000.

I am well aware that you are a business and need to make money in order to stay in business, therefore I hope you will take into account my purchase history and also that a positive answer from you will encourage me to continue buying as I have. Currently I am to annoyed about the bad timing to contemplate any further purchases in the near future.

With best regards

XXXX

It would appear you are in the minority.

Unknown

Razzi wrote:

I just received the worst response from the worst customer service I've ever seen. It took them 18 days to just to respond to my request to be refunded my hero points from the Ragnarok Nerf. I spent hero points on it just about an hour before the nerf went live. This is the email I received. It doesn't even bother to acknowledge my request. I wasn't expecting a full refund of hero points. I was hoping for a full refund, but expecting to get some consolation to ease the sting, maybe even just 700HP or something due to the recency of the purchase. The customer service representative side steps my request entirely and says more or less "We're doing better!". I have yet to have my issue resolved or my request even acknowledges. Below is the entire email.

Hello,

Thank you for your feedback regarding our title. As I am sure you can imagine, this was an issue that created a number of responses, both positive and negative. While we feel that this change was a good move for the MPQ community as a whole, we understand why people may have been frustrated (both by the actual change and the way the change was handled). We want to continue to be able to make changes to this game as it grows and becomes more complex, but we also want to do our best to keep our customers happy.

With this in mind, we have tried to take steps to ensure players will not be caught completely unaware when such changes are planned in the future. We have started posting updates, both in-game and on the community forums, listing our planned character changes. In fact, you may have noticed a message that states both Thor and Wolverine are next in line for adjustments. Our hope is that this will give players more of a heads-up to changes that are in the works.

In addition, we plan to provide more insight into why these changes were made. We recently posted a character update for Invisible Woman on the forums that not only listed what changes were made, but WHY those changes were made. We want there to be more transparency into our updates.

Finally, we are looking into special buy-back feature that will allow users to sell that character at a greatly increased rate for a short period of time if the player determines that the changes have created a character that no longer fits the players ideal play style. We feel this is a potential solution to help those that aren't happy with the changes, while still being fair to those in the community that feel that change was for the better. This feature is still being fine-tuned, but we hope to have it set up in time for future character changes.

We thank you for your patience while we work to improve this game. Please be sure to keep a lookout on the forums for more updates on our plans.

Thanks,

D3Publisher Support Team

lol these guys have nothing on FUNCOM

Unknown

Can someone at D3 tell me what the is the normal response time when sending a complaint or "ticket"?

I sent an in-game email on February 5th and haven't received a reply. Will I have to wait 3+ weeks to receive a reply like I did the last two times?

Unknown

MikeHock wrote:

Can someone at D3 tell me what the is the normal response time when sending a complaint or "ticket"?

I sent an in-game email on February 5th and haven't received a reply. Will I have to wait 3+ weeks to receive a reply like I did the last two times?

I'm sick of being ignored and I shouldn't have to do this, but I'm going to post every single day on this thread until i get a reply or until someone from D3 pretends to give a @&CK

Demiurge_Will

Hi, Mike,

Sorry for your wait. There was an issue at some point in the past where support tickets sent from the Feedback Form didn't arrive at customer support. Could you resend your request to mobilesupport@d3p.us?

See more details here: viewtopic.php?f=9&t=1274

Unknown

Demiurge_Will wrote:

Hi, Mike,

Sorry for your wait. There was an issue at some point in the past where support tickets sent from the Feedback Form didn't arrive at customer support. Could you resend your request to mobilesupport@d3p.us?

See more details here: viewtopic.php?f=9&t=1274

Thank you for your quick repsonse today. I will forward my original email to mobile support.

Unknown

I've never even got a response when I asked them stuff. But I remember one game that was even worse. It was a mobage game, not marvel war of heroes but I'm not sure which, where the support system didn't work on my iPod. They specifically said that my device was not supported. Then how can you sell the game on the iPod??? So trust me, it could be worse.

Unknown

Demiurge_Will wrote:

Hi, Mike,

Sorry for your wait. There was an issue at some point in the past where support tickets sent from the Feedback Form didn't arrive at customer support. Could you resend your request to mobilesupport@d3p.us?

See more details here: viewtopic.php?f=9&t=1274

Forwarded my original email to mobilesupport@d3p.com on 2/14 (my original email was sent 2/5 when I tried to contact D3 using the in-game google "contact us" envelope icon THAT NEVER EVER GETS A REPLY) and I'm still waiting on a reply two weeks later. I even emailed them last week asking if they had any intention of replying to me, but nothing yet.

wirius

I'm sorry, but this is your own fault you didn't do your research first. Sure, 18 days is a little long. But lets face it, I think you're more pissed you wasted your money then you are at the late reply.

Unknown

wirius wrote:

I'm sorry, but this is your own fault you didn't do your research first. Sure, 18 days is a little long. But lets face it, I think you're more pissed you wasted your money then you are at the late reply.

Was that a reply to my post last night? I have no clue what you're blabbing about since I've not posted anything relating to money and what is there to research when it comes to getting a timely response? They've even said a 48 hour response time is their goal. If D3 is going to have an in game "contact us" feature, it should work and they've not bothered to fix it or address the problem for over 2 months.

Unknown

Demiurge_Will wrote:

Hi, Mike,

Sorry for your wait. There was an issue at some point in the past where support tickets sent from the Feedback Form didn't arrive at customer support. Could you resend your request to mobilesupport@d3p.us?

See more details here: viewtopic.php?f=9&t=1274

I guess it is safe to say that D3 will not be responding to me. I have sent several follow ups and at this point, I'll just chalk this one up to D3 not caring and having very poor customer service. Ignoring customers is how you lose them.

Unknown

I love not getting a response from Emails, and not getting PM's read. They really don't care about their customers!