Policy Change?

nexus13

Daily rewards have been broken for me all month. I've been relatively patient, mostly because one of the earlier messages from support said.

"Unfortunately, we do not have any additional information to provide. We will be retroactively compensating players for any days they missed due to this issue. "

During a recent exchange where they asked me to try things that didn't actually work to fix the issue I got the following quote.

"Unfortunately, we are unable to provide compensation for this issue. "

Asking to clarify, after a couple of response that ignored the question, I got the following statement.

"In regards to our different responses on the matter of retroactive compensation, it was changed to reflect a recent policy change. We apologize for any confusion this change has caused."

So basically they are saying forget what we promised you, our word means nothing.
How about this, if you make a policy change announce it. Also policy changes should reflect things going forward. This game isn't really fleshed out enough for me to start to spend any money on it but I was expecting to once they got events going and new content like additional planeswalkers. You can be certain if they intend to not keep their word on things that there is no way I'd ever be willing to put any money into the game in the future.

**Topic title changed by Admin.

David [Hi-Fi] Moore

Please do not title a post in all caps stating there is a policy change.

Let me know your ticket number and I'll help look into it. You can post it in this thread or send me a PM. Thanks.

nexus13

I'm sorry if I missed a policy about caps in titles but I don't know why there should be a question mark added to the title. The email from support clearly said to me that there was a policy change. That was not me interpreting things being treated differently it was based on a quote from a support email.

I've sent the issue number in a pm.

David [Hi-Fi] Moore

nexus13 wrote:

...I don't know why there should be a question mark added to the title. The email from support clearly said to me that there was a policy change. That was not me interpreting things being treated differently it was based on a quote from a support email.

Because I believe this is a misunderstanding or misinterpretation and stating that there has been a policy change as fact is likely untrue or a mistake.
Thank you for the topic. Happy to help sort it out.

nexus13

So are there some changes to compensation that don't affect this issue but would affect others or is one of the support staff just off the range?

soultwist

The developers are working on resolving the issue, however we currently do not have any updates to provide. We will be retroactively granting missed Daily Rewards that you have been unable to obtain once the issue has been resolved.

This is the exact quote that I was given on this issue (on 3/10/2016). So maybe it's not a policy anywhere but it seems like a clearly defined position on the matter.

Keegan

FWIW, I have had bugged daily rewards all month and I was never promised anything from support. I opened a ticket on 8 March, they replied that they were working on it. Got back to me six days ago and said they thought it was fixed, please force restart. Didn't work, so they asked me to uninstall/reinstall. Still didn't work. I'm back on hold. I completely understand the frustration, but as I said I've never been promised anything. Additionally, I haven't seen any promises made since the Daily Rewards bug of January/February.

Keegan

As an update, my rewards started working when the month rolled over. I emailed support and asked them to close the ticket, they offered me unsolicited compensation (the missing rewards + FP). I'm happy with it.

nexus13

I would have been fine with the situation as described by Keegan. The difference is when I checked back in on the status of the issue support brought up compensation. I just want the response I get from support to mean something. If they tell me one thing then stick to it. If the answer is it's broke tough luck I can accept that. You can always do something more generous later but once you make the offer then I think you should be held to it. Trusting the company is a factor in my decision to put any money into the app. Right now it isn't built out enough for me to really think about spending any money but once the next release comes out service will definitely be a factor for me.

Plastic

Wait so you got your month's worth of missed rewards from opening a ticket? If so, why aren't they announcing/sticky thread for all of us to do so? I know there's a post in the bug forums about this as well...

Keegan

Plastic wrote:

Wait so you got your month's worth of missed rewards from opening a ticket?

I did. Although when I went to claim the 5-card boosters, the game froze

If so, why aren't they announcing/sticky thread for all of us to do so? I know there's a post in the bug forums about this as well...

No idea, not my job

The bad faith assumption: they don't want to give away annnyyytthhhiinnggg, it's all about making money, <insert more negativity here>

The good faith assumption: probably best to make sure it's all working again before making such a sweeping announcement. The first time I was told it was fixed it wasn't, so publicizing something like that would be suboptimal to say the least.

Keegan

nexus13 wrote:

I just want the response I get from support to mean something. If they tell me one thing then stick to it.

Frankly, this is why there is so little communication about this (or the other) games until a Big Announcement is posted. The reason why there's a million "Why aren't the devs talking to us??????" threads here and in other forums is because plans change, hourly to daily, in software development, so making any promises or statements before something is absolutely final can be more devastating to a community than the silence. Nothing worse than being lied to, so just don't put yourself in that place that you might have to go back on your word.

Anywho.

Plastic

I contacted support for my bugged out daily rewards and they were extremely quick to respond to emails. Got my missing stuff in less than a day. +1 internet for the support staff