Have CS advised you to roster a character to save covers?

Angjo

If so be prepared for a problem...

The universe clearly wanted me to champion Thing last week when I pulled three successive covers from LTs, giving me 14 days to go from 190 to 270 - tough but doable.

A few days later, whilst managing my covers I accidentally recruited one of those covers to give me a duplicate Thing, after cussing my lack of hand/eye coordination for a second I sent a ticket to CS saying "it was an accident, would you mind giving me my Thing back?" To be told "no, we don't break down dupes for covers" and we got into a bit of a debate about it:

Me: "But he's not a dupe"

CS: "our policy is not to offer this service"

Me: "You'd give it me back if I accidentally sold it"

CS: "as we said before, we cannot help you"

I was about to let it go when someone sent me a copy of a mail they'd recieved in the last few days from CS about duplicate OML covers saying "we recommend you roster a second character and then we can break it down for covers for you when you are ready to champion OML"

Me: "how come you can do it for five star covers but not four stars?"
CS: "this is a recent change of policy, we cannot help you"

So I am not clear at this point:

Is there is one rule for five stars and one for everyone else?

Is there one rule for me and one for everyone?

Are CS making up the rules as they go along?

Or did they change the policy after making promises to someone, that they now can't fulfill?

Whichever it is it's certainly not customer service and if you've recently had an instruction from CS to roster duplicate covers for championing, you may want to hold on to that email

I'm past the point of caring about my cover, what I care about is that someone thinks this is an acceptable way to deliver customer service

Short version: beware CS representatives making false promises

Angjo

Wolarsen

A char with a sole cover and no ISO pumped into it shows clearly a mistake and not an intentional move; I really hope they get into reason and you have your problema solved.

madsalad

They should be able to see in the system when you rostered that character (at least I would think they could). This sounds unreasonable and a "hard no" policy doesn't help anyone. I would keep at it and I would also tweet to @MarvelPulzzle to try and get some assistance. Also, maybe Hi-Fi or Demiurge_Anthony would be able to help if you sent them a private message with a link to this thread.

Good luck and please report back on progress.

elwhiteninja

They did it for me recently this is the message I got

"Thank you for contacting D3 Go! Customer Support.

Please keep in mind that we do not normally offer this service for the issue. However, we have decided to offer players with duplicate characters a one-time offer to convert these characters to comic covers to show our appreciation for your loyalty, patience, and support once we have confirmed your account has qualified for this request.

Before we can proceed, could you please provide a screenshot of your current username. (PNG or JPEG only). Using this, we will determine if your account is eligible to convert the duplicate Characters in your Roster to Comic Covers that can be used for the new Champion feature. Please keep in mind that upon our review, your account may be ineligible to receive this offer and we will be unable to proceed with your request.

Additionally, in order for us to proceed, we will need you to submit the details of all the duplicate Characters you wish to convert to Comic Covers. This includes their full character name, cover spread, and level. (Ex: Magneto (Classic) 5/5/3 lvl 35). Please note that we will NOT send the exact covers for each of these characters as these comic covers are meant to be used for Champion levels.

We will not be providing any Iso-8 or Hero points that were used on these characters before the conversion. We will only be able to provide the Comic Covers that are currently applied to that character for this offer. Additionally, we cannot convert any characters that have already been ascended to a Champion level or has been recently sold before contacting us.

Once you have completed this list, please reply to this message with that list and we will be able to provide further instructions if your account qualifies for this offer. Make sure you do NOT sell these characters until we proceed.

Many questions can be answered by visiting our helpful Marvel Puzzle Quest FAQ at: www.d3go.com/mpq-support/

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

Best Regards,
D3 Go! Customer Support Team (WCP)"

GrimSkald

elwhiteninja wrote:

They did it for me recently this is the message I got

"Thank you for contacting D3 Go! Customer Support.

Please keep in mind that we do not normally offer this service for the issue. However, we have decided to offer players with duplicate characters a one-time offer to convert these characters to comic covers to show our appreciation for your loyalty, patience, and support once we have confirmed your account has qualified for this request.

Before we can proceed, could you please provide a screenshot of your current username. (PNG or JPEG only). Using this, we will determine if your account is eligible to convert the duplicate Characters in your Roster to Comic Covers that can be used for the new Champion feature. Please keep in mind that upon our review, your account may be ineligible to receive this offer and we will be unable to proceed with your request.

Additionally, in order for us to proceed, we will need you to submit the details of all the duplicate Characters you wish to convert to Comic Covers. This includes their full character name, cover spread, and level. (Ex: Magneto (Classic) 5/5/3 lvl 35). Please note that we will NOT send the exact covers for each of these characters as these comic covers are meant to be used for Champion levels.

We will not be providing any Iso-8 or Hero points that were used on these characters before the conversion. We will only be able to provide the Comic Covers that are currently applied to that character for this offer. Additionally, we cannot convert any characters that have already been ascended to a Champion level or has been recently sold before contacting us.

<snip>

Best Regards,
D3 Go! Customer Support Team (WCP)"

Would you mind defining "recently?" I got this from CS yesterday:

"Greetings D3 Go! Customer,

Thank you for contacting D3 Go! Customer Support.

Unfortunately, we are no longer offering the service to convert duplicate characters into comic covers for the Champion Level. We deeply apologize for any inconvenience, but due to policy we are unable to offer this service to players. As such, we will be unable to grant your request. We deeply apologize for the inconvenience, but we cannot provide any further assistance.

Many questions can be answered by visiting our helpful Marvel Puzzle Quest FAQ at: http://www.d3go.com/mpq-support/

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

Best Regards,
D3 Go! Customer Support Team (RBK)"

Looks like a change in policy to me, but I'm curious as to when you got that response.

Xenoberyll

I think it depends a lot on who works your ticket. Sometimes they're extremely stingy and you have to fight for them to hand out compensation and others they just do small things like this one without you having to haggle back and forth.

Being a little more generous would save them time writing back and forth and would make more happy customers but that doesn't seem to be very high on their list of goals so i guess whatever...

dingao666

i try this too, some weeks after champion patchs starts
but they said im not qualified for this request.

Kjeldbjerg

Unfortunately, that sounds like my own experience with the double standars from CS.

I have heard from several players with horrible 5* draw rates, that they had been compensated by CS. So I thought I'd give it a go and wrote them, my draw rate is around 5% after 100+ pulls.

First response: "Working as intended, all pulls are random, there is nothing we can do." - I write back that it is not true, since I know of several players who have been compensated.

Second response:"Each ticket is handled on a case-by-case basis, and we can't discuss information from another players ticket. Drop rates are working as intended, and we are unable to provide compensation" . Wait, if there is nothing they can do, and it is working as intended, there shouldn't be a need to handle on a case-by-case basis, since no one should ever be compensated, even if their drop rate is 0%. I call them out on this and their double standards

Third response: "We are truly sorry for the inconvience, feedback is valuable, blah blah blah".

I am not complaining about not being compensated, I understand that drops are random, However, I do not accept these double standards. Either pulls are 100% random and luck based, and working as intended, whether your 5* pull rate is 0% or 100%. Or they acknowledge that the current system is flawed and there is a chance for compensation for the most unlucky players.

I understand that the big spenders in this game have some advantages, with being able to advance their roster faster than me, but that should be their only advantage, they shouldn't be getting preferential treatment from CS on top of that.
Same thing on the dupes, it is quite fair to have a policy on not splitting dupes or only doing it once per player, but then stick to the policy.

The worst thing a company can do in order to lose my trust is lying, and they did just that: They said that they do not give compensation, although I know for a fact that they do. They said that they do not split dupes anymore, but apparently they still do for some.

David [Hi-Fi] Moore

Moving to Feedback forum.

There's quite a lot of incorrect assumptions being made here. I'll try and provide some clarity.

Customer Support policy as of March 16, 2016:

Support does not offer re-speccing of characters or splitting of duplicate covers. This was temporarily offered as a service during the week Champions went live.

If you were offered this service in the recent past and would like to now take up the offer, let Support know that and they will check their records. A one-time exception may be able to be made.

Thank you.