Customer Service - Is it just me or is it bad for everyone?

Unknown

I really don't like posting my frustrations in detail like this but I was thinking that if it's bad for me, it's bad for everyone. If Demiurge and D3Publisher read the forums I hope it will serve to help me with my problem, as well improve their level of service. I've been frustrated with the level of customer service I have recieved lately. I felt more indignant after reading the linked article in this thread.

On February 10th I emailed customer support at mobilesupport@d3p.us regarding the 0 point hell in No Holds Barred - ELITE and referred them to this thread I created in Bugs and Technical Issues Forum on February 9th.

On February 14th I recieved a response from D3PCS

D3PCS wrote:

D3PCS (D3 Publisher)

Feb 14 15:21

Hello,

Thank you for emailing us with this issue. Unfortunately, this was an unforeseen issue that resulted in a very small percentage of players that had essentially pulled away from the rest of the leaderboard pack by a large enough margin that it threw off the matchmaking system. As you stated below, attempts were made to correct the issue mid-tournament, but those fixes turned out to be temporary. Moving forward, matchmaking options will include ANY available matches, even if there aren't enough unshielded players nearby to offer you the usual number of choices. In the event that the system does have to look further afield for matches, the development team has ensured that those matches will be worth at least 1 point.

We sincerely apologize for the inconvenience and frustration this issue may have caused you while competing in this event. Unfortunately, we can't provide gifts through support that would be on par with the top rewards earned in the event, but we would like to offer you a gift if you feel this issue negatively impacted your standing as the event came to a close.

We would like to offer a gift of 2000 HP, along with your choice of any 3 covers from the game. Again, we realize this may not entirely make up for the time you feel may have been wasted during the tournament. But it is an attempt on our part to show that we do appreciate your support and hope that you continue to support our game moving forward.

If this gift is something you would be interested in, please confirm your PvP name so that we can access your account.

Thank You,

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.

I said I'd take one of each Psylocke Cover if they were willing to give it to me. I took this opportunity to ask to address my issue of having purchased HP and ISO before the sale. On that particular morning I purchased a Mother Lode and a Stark Salary ($99.99 each). The Double Iso-8 Sale started later that day. I asked if they would extend to me the Valentines Day bonus for the Mother Lode and I asked if they would willing to work something out with me as a bonus for my Stark Salary purchase. I explained I would have purchased a second mother lode (instead of a stark salary) if I had known about the sale.

On February 23rd Customer Service emailed me

Marvel Puzzle Quest wrote:

Marvel Puzzle Quest (D3 Publisher)

Feb 23 20:00

Hello!

I just sent you a Psylocke and 25,000 ISO-8.
Both should be on your account any second now!

If there is anything else I can do please let me know!


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.

What was sent does not fully address either issue [EDIT: They sent ONE Psylocke and 25,000 ISO-8]. I replied twice, on February 23rd and February 28th to notifiy customer service of the error. On February 28th I sent a PM to D3PCS on the Forums.

I have yet to see a response.

EDIT2: The issue I have is the lack of communication. I didn't care about compensation for the 0 point hell in the No Holds Barred Elite. The request for my purchases to be included as part of the valentines day sale was only a request. I would have accepted a well written no. Instead I recieved one psylocke and 25,000 iso without explanation.
EDIT3: Further email to clear this up have been unanswered.

Unknown

I understand your frustration, but I have to ask you....

What would have made you happy?

In regards to your first complaint, you received a lot of HP and 3 Psylocke covers. The CS department is usually at the whim of corporate, so they can only compensate you based on what the big wigs allow, or whatever protocol they follow. Technically they could have given you nothing, which would have really pissed you off, but other than giving you the 1-3 place reward what else should they have done? The 0-point MMR hell was experienced by many players, not just yourself, so it didn't uniquely affect your situation, other than the fact it made it difficult for you to pull into the top 3, just like everyone else though, and technically it made it difficult for the top 3 to pull away from you.

In regards to your second e-mail.....correct me if I'm wrong but it seems like they sent you 25,000 ISO, which would be roughly a 50% bonus on your Mother Lode purchase. I know it sucks that you bought it before the sale, this would be akin to purchasing or leveling Ragnarok the day before he got nerfed. Definitely leaves a bad taste, and again I can understand your frustration, but technically they could have done nothing but say "sorry", and they did give you some compensation.

I'm just trying to assuage some of your frustration, I guess if you are angry enough, just no longer make any purchases outside of sales, I personally don't purchase ISO outside of sales for the reason that I don't want what happened to you happen to me....ie purchase ISO just to have it go on sale the next day.

In regards to my own CS experience, it has been good. During the Psylocke tournament, I was saving up Assault tokens (9 total) when they got bugged and converted to standard tokens. I sent an e-mail, got a response two days later, and two days after that they sent me my compensation....they sent me 18 heroic tokens, double what I lost because they could not give me assault tokens so they gave me twice as many in heroics. Again, they didn't have to do this, but they did and I appreciated it. And although it took 4 days to get a resolution, I was patient because I understood that many people were experiencing the same bug I was, so I knew their CS department had a lot of complaints to go through.

MarvelMan

Ive had issues recently as well. I dont normally complain, but Ive had a couple items that I sent tickets in for with less than average responses:

1) Was getting the CDL error after just about every match. Sent in an email, received a response. Two days later R48 came out so i emailed them to update that while I was still getting CDL, it was just less frequently.

Response:

Hello!

We are glad the issue has been resolved!
If you need any help in the future please don't hesitate to contact us!


Thanks!

D3Publisher Support Team

2) Post R48 I got the save file corrupt error. Wasnt a big issue as it didnt do anything to the game so I didnt say anything, and continued to play. The next day I checked in and had lost thousands of ISO from playing in the PVE/PVP events running, think I might have lost token(s) as well. That ticked me off so I emailed. Nothing but the generic acknowledgement email.

CFacto

This looks like good customer service to me. It's up to you whether you spend that much money on a game. They seem to be doing their best in terms of civil, well written emails and reasonable offers of compensation (which they are under no obligation to provide).

I hate the pricing model but I wouldn't criticise the customer service you're getting.

Nemek

I don't like to be critical...but you got 2000 HP, 25000 ISO, and a Psylocke cover (or 3? It's not clear from your post) for free.

It's certainly unfortunate what happened in the Elite tournament, but it's not a full-blown guarantee that you would have made it in the top 3, so they certainly can't give you much more than they had.

It's also somewhat unfortunate that you missed the sale by a small amount of time...but that kind of thing happens, and they gave you $50 worth of ISO, which was the difference between what you purchased and what you would have received if you bought during the sale. I don't understand why you're looking for extra HP, though..?

Unknown

Bugpop wrote:

I really don't like posting my frustrations in detail like this but I was thinking that if it's bad for me, it's bad for everyone. If Demiurge and D3Publisher read the forums I hope it will serve to help me with my problem, as well improve their level of service. I've been frustrated with the level of customer service I have recieved lately. I felt more indignant after reading the linked article in this thread.

On February 10th I emailed customer support at mobilesupport@d3p.us regarding the 0 point hell in No Holds Barred - ELITE and referred them to this thread I created in Bugs and Technical Issues Forum on February 9th.

On February 14th I recieved a response from D3PCS

D3PCS wrote:

D3PCS (D3 Publisher)

Feb 14 15:21

Hello,

Thank you for emailing us with this issue. Unfortunately, this was an unforeseen issue that resulted in a very small percentage of players that had essentially pulled away from the rest of the leaderboard pack by a large enough margin that it threw off the matchmaking system. As you stated below, attempts were made to correct the issue mid-tournament, but those fixes turned out to be temporary. Moving forward, matchmaking options will include ANY available matches, even if there aren't enough unshielded players nearby to offer you the usual number of choices. In the event that the system does have to look further afield for matches, the development team has ensured that those matches will be worth at least 1 point.

We sincerely apologize for the inconvenience and frustration this issue may have caused you while competing in this event. Unfortunately, we can't provide gifts through support that would be on par with the top rewards earned in the event, but we would like to offer you a gift if you feel this issue negatively impacted your standing as the event came to a close.

We would like to offer a gift of 2000 HP, along with your choice of any 3 covers from the game. Again, we realize this may not entirely make up for the time you feel may have been wasted during the tournament. But it is an attempt on our part to show that we do appreciate your support and hope that you continue to support our game moving forward.

If this gift is something you would be interested in, please confirm your PvP name so that we can access your account.

Thank You,

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.

I said I'd take one of each Psylocke Cover if they were willing to give it to me. I took this opportunity to ask to address my issue of having purchased HP and ISO before the sale. On that particular morning I purchased a Mother Lode and a Stark Salary ($99.99 each). The Double Iso-8 Sale started later that day. I asked if they would extend to me the Valentines Day bonus for the Mother Lode and I asked if they would willing to work something out with me as a bonus for my Stark Salary purchase. I explained I would have purchased a second mother lode (instead of a stark salary) if I had known about the sale.

On February 23rd Customer Service emailed me

Marvel Puzzle Quest wrote:

Marvel Puzzle Quest (D3 Publisher)

Feb 23 20:00

Hello!

I just sent you a Psylocke and 25,000 ISO-8.
Both should be on your account any second now!

If there is anything else I can do please let me know!


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.

What was sent does not fully address either issue. I replied twice, on February 23rd and February 28th to notifiy customer service of the error. On February 28th I sent a PM to D3PCS on the Forums.

I have yet to see a response.

I have made several posts blasting their customer service and I concur; it sucks big time. I'm still waiting for a reply to questions and complaints made on 2/14 and I'm still waiting for them to send me the ISO-8, Assault token (received standard token) that I brought to their attention over 10 days ago now.

At least they FINALLY addressed that in-game 'contact us" link that was a dead end for 2-3 months. Now, if you click on it, it will send an email to their mobilesupport email address. If only they could provide timely and informative responses.

Unknown

You are getting way better customer service than I ever have. Within the first 48 hours of the Iso-8 Brotherhood event, I e-mailed my problem with the Assault Tokens and it was not until the last 48 hours of the event that I received a reply saying they were aware of the problem and asking how many tokens were problematic. I replied right away and the event has been over for 2 days now and I have no received any response and my missing tokens are still missing.

After the Rag nerf it took them months to respond and when they did respond - they sent out a generic response saying what they were going to do in the future about nerfs and announcements but not a word about refunding the $200 I spent powering up a rags that was nerfed within the week.

Unknown

They themselves offered 3 covers of my choice in addition to 2,000 HP. I was given 1 cover. (For those that can't math, 1 cover is less than 3 covers, and 0 HP is less than 2000 HP). In regards to the sale, it's typical customer service to provide an explanation to any amounts that are offered. No explanation was provided. "Here's a Psylocke cover and 25,000 iso. Let me know if you have questions, bye". It's fairly typical for customer service to honor sale bonuses to players that didn't get the bonus, if they made the purchase on the same day as the sale. The most frustrating part is the delay.

February 10th, Initial complaint
February 14th, Apology and Offer
(request to honor valentines day bonus)
February 23rd, Customer Service finally gets around to providing what was offered, no explanation for sent items
(3 emails)
March 4th (no reply)

Unknown

Nemek wrote:

I don't like to be critical...but you got 2000 HP, 25000 ISO, and a Psylocke cover (or 3? It's not clear from your post) for free.

It's certainly unfortunate what happened in the Elite tournament, but it's not a full-blown guarantee that you would have made it in the top 3, so they certainly can't give you much more than they had.

It's also somewhat unfortunate that you missed the sale by a small amount of time...but that kind of thing happens, and they gave you $50 worth of ISO, which was the difference between what you purchased and what you would have received if you bought during the sale. I don't understand why you're looking for extra HP, though..?

Actually I didn't care about that. I just wanted the Valentines day bonus. I happened to have recieved the email from D3PCS that day when I went to inquire about it.

Edit:
I purchased
Mother Lode, 52,000 ISO
Stark Salary, 20,000 HP

Bonus for Mother Lode was 52,000


I was given 25,000

I asked if they would work with me regarding the missed opportunity for purchasing a second Mother Lode, since I already bought a Stark Salary. I suggessted the bonus of 52,000. It wasn't a demand. I was asking if they would do it. If they said no that's fine. Instaid of a no, I'm being ignored.

Unknown

Mizake wrote:

In regards to my own CS experience, it has been good. During the Psylocke tournament, I was saving up Assault tokens (9 total) when they got bugged and converted to standard tokens. I sent an e-mail, got a response two days later, and two days after that they sent me my compensation....they sent me 18 heroic tokens, double what I lost because they could not give me assault tokens so they gave me twice as many in heroics.

I don't get this.... you get a reply super-quick and they go above and beyond for you, while me and others are still waiting 10+ days later.

So, I should expect a Heroic token instead of ISO8 Assault Token? I can't wait to open it & the pending letdown from receiving a useless Bagman or Hawkeye!

Moral

I think customer service is overseas.

I can picture poor language skills resulting in dropping 'of each' from your Psylocke request and an ISO substitution for your HP offer.

I have a system at work that executes one request at a time almost flawlessly. Try to put two through in one pass and it creates random errors.

It seems CS here needs the same treatment.


In one of the first events with Patch covers as prizes there was a server error where I did not get the Green cover. I requested it. A response asked to confirm Red or Green. I confirmed Green. I received a Red cover.

Unknown

pandaberry6 wrote:

You are getting way better customer service than I ever have. Within the first 48 hours of the Iso-8 Brotherhood event, I e-mailed my problem with the Assault Tokens and it was not until the last 48 hours of the event that I received a reply saying they were aware of the problem and asking how many tokens were problematic. I replied right away and the event has been over for 2 days now and I have no received any response and my missing tokens are still missing.

After the Rag nerf it took them months to respond and when they did respond - they sent out a generic response saying what they were going to do in the future about nerfs and announcements but not a word about refunding the $200 I spent powering up a rags that was nerfed within the week.

It's downright pathetic that they didn't offer to compensate you anything when you spent 200 bucks to power up Ragnarok just before they nerfed him. That cookie cutter response back to you is pretty insulting as well. I would probably have disputed that charge/payment with Apple & my credit card if it was me.

BTW, "thank you for being mah friend" and sharing your rewards with me.

itstime1234

Not trying to be a jerk or anything but you decided to buy the items at that time because you saw it to be a good deal. The fact that it became cheaper at a later time has nothing to do with them. They didnt do anything wrong. Its not like they sent out a fake notice saying buy now before prices go up to entice you to purchase before the sale.

MMR hell is fairly common, while it sucks, its not something that was erroneously placed on you. If you were ranked 500 and were getting 0 point opponents that sounds like a glitch not when you are in the upper echelon of the points.

The fact they gave anything sounds like an attempt at good will, sorry if it didnt meet your expectations of bending over backwards.

Unknown

MikeHock wrote:

Mizake wrote:

In regards to my own CS experience, it has been good. During the Psylocke tournament, I was saving up Assault tokens (9 total) when they got bugged and converted to standard tokens. I sent an e-mail, got a response two days later, and two days after that they sent me my compensation....they sent me 18 heroic tokens, double what I lost because they could not give me assault tokens so they gave me twice as many in heroics.

I don't get this.... you get a reply super-quick and they go above and beyond for you, while me and others are still waiting 10+ days later.

So, I should expect a Heroic token instead of ISO8 Assault Token? I can't wait to open it & the pending letdown from receiving a useless Bagman or Hawkeye!

I can't explain why I got a relatively fast response and you did not, sorry. If I was still in your situation I would be frustrated as well.

And you should expect 2 Heroic tokens instead of a single assault token, at least they gave me compensation in a 2:1 ratio.

And yes, while most of the tokens were the typical Caps, I did get a Blue IW and a Red Patch, so that makes up for the lack of chance to get a Psylocke.

Unknown

Bugpop wrote:

They themselves offered 3 covers of my choice in addition to 2,000 HP. I was given 1 cover. (For those that can't math, 1 cover is less than 3 covers, and 0 HP is less than 2000 HP). In regards to the sale, it's typical customer service to provide an explanation to any amounts that are offered. No explanation was provided. "Here's a Psylocke cover and 25,000 iso. Let me know if you have questions, bye". It's fairly typical for customer service to honor sale bonuses to players that didn't get the bonus, if they made the purchase on the same day as the sale. The most frustrating part is the delay.

February 10th, Initial complaint
February 14th, Apology and Offer
(request to honor valentines day bonus)
February 23rd, Customer Service finally gets around to providing what was offered, no explanation for sent items
(3 emails)
March 4th (no reply)

I think their original offer of 3 choice covers and some HP was very fair. It's weird that they only sent you one. I think the misstep here was trying to tie a different customer service problem into the current ticket issue. Elite tourney problems are clearly prioritized above other customer service issues so they wanted to handle that ASAP. The other problem regarding honoring the sale was completely unrelated and would not have been escalated to the status where an immediate reply woud be given. The issue and solution became muddled at this point because they wanted to be done with the initial problem but another, unrelated problem was brought into it before the first had been resolved. I think you would have had a better result if you had followed through with your elite tourney problem and then filed a different complaint issue about the sale price. It would take longer to get resolved but at least it would be handled properly.

Unknown

MikeHock wrote:

pandaberry6 wrote:

You are getting way better customer service than I ever have. Within the first 48 hours of the Iso-8 Brotherhood event, I e-mailed my problem with the Assault Tokens and it was not until the last 48 hours of the event that I received a reply saying they were aware of the problem and asking how many tokens were problematic. I replied right away and the event has been over for 2 days now and I have no received any response and my missing tokens are still missing.

After the Rag nerf it took them months to respond and when they did respond - they sent out a generic response saying what they were going to do in the future about nerfs and announcements but not a word about refunding the $200 I spent powering up a rags that was nerfed within the week.

It's downright pathetic that they didn't offer to compensate you anything when you spent 200 bucks to power up Ragnarok just before they nerfed him. That cookie cutter response back to you is pretty insulting as well. I would probably have disputed that charge/payment with Apple & my credit card if it was me.

BTW, "thank you for being mah friend" and sharing your rewards with me.

Same to you friend

And I did file with apple to get that money refunded for the rags nerf. I actually put about half of the money back into MPQ but at least this time I am getting something out of it.

Unknown

itstime1234 wrote:

Not trying to be a jerk or anything but you decided to buy the items at that time because you saw it to be a good deal. The fact that it became cheaper at a later time has nothing to do with them. They didnt do anything wrong. Its not like they sent out a fake notice saying buy now before prices go up to entice you to purchase before the sale.

MMR hell is fairly common, while it sucks, its not something that was erroneously placed on you. If you were ranked 500 and were getting 0 point opponents that sounds like a glitch not when you are in the upper echelon of the points.

The fact they gave anything sounds like an attempt at good will, sorry if it didnt meet your expectations of bending over backwards.

Yes it was unfortunate that I spent it before the sale. I spent that money because that's the price and I have paid that price many times. Since the sale was 3 days long and I wasn't going to spend another $200 for another week or so I asked that they honor it.

Unknown

pandaberry6 wrote:

Bugpop wrote:

They themselves offered 3 covers of my choice in addition to 2,000 HP. I was given 1 cover. (For those that can't math, 1 cover is less than 3 covers, and 0 HP is less than 2000 HP). In regards to the sale, it's typical customer service to provide an explanation to any amounts that are offered. No explanation was provided. "Here's a Psylocke cover and 25,000 iso. Let me know if you have questions, bye". It's fairly typical for customer service to honor sale bonuses to players that didn't get the bonus, if they made the purchase on the same day as the sale. The most frustrating part is the delay.

February 10th, Initial complaint
February 14th, Apology and Offer
(request to honor valentines day bonus)
February 23rd, Customer Service finally gets around to providing what was offered, no explanation for sent items
(3 emails)
March 4th (no reply)

I think their original offer of 3 choice covers and some HP was very fair. It's weird that they only sent you one. I think the misstep here was trying to tie a different customer service problem into the current ticket issue. Elite tourney problems are clearly prioritized above other customer service issues so they wanted to handle that ASAP. The other problem regarding honoring the sale was completely unrelated and would not have been escalated to the status where an immediate reply woud be given. The issue and solution became muddled at this point because they wanted to be done with the initial problem but another, unrelated problem was brought into it before the first had been resolved. I think you would have had a better result if you had followed through with your elite tourney problem and then filed a different complaint issue about the sale price. It would take longer to get resolved but at least it would be handled properly.

I left out the details of my original communication because I didn't want to have a long post. When I replied to D3PCS I asked if it could be addressed in that ticket or would it be better to address it in another ticket. I didn't recieve a response.

wirius

Hm. Reading your further replys clears up what you're saying a little bit. You imply from your first post you received the first reward, then you received a second. If you only received one reward, and the incorrect one, I would try messaging again.

Unknown

wirius wrote:

Hm. Reading your further replys clears up what you're saying a little bit. You imply from your first post you received the first reward, then you received a second. If you only received one reward, and the incorrect one, I would try messaging again.

I read the first version of your post. I do feel a sense of entitlement, but let's save that for another discussion. I don't believe my email to Customer Support came across as offensive.


This is the original email to Customer Service regarding 0 point hell

Bugpop wrote:

Bug Pop <...>
Feb 10
to D3
This has been posted in the forums
viewtopic.php?f=9&t=3429
The game is providing 0 point opponents to players in the lead. It started happening around 10 PM Sunday night CST.

Here are my original replies to the email from D3PCS.

Bugpop wrote:

Bug Pop <...>
Feb 14
to D3
Apology is more than enough. But you did say any 2000 HP and 3 covers... I really only need Psylocke.
I'll take one of each color of Original black widow unless you're okay with giving out Psylocke.
On another note, I was going to contact CD about the valentines day promotion. I purchased mother lode and stark salary today before the promotion began.
I would appreciate the 25,111 iso bonus. Had I known about the promotion I would have purchased two mother lodes. Can help me with that or must I file a new ticket?

I sent the second email because I mistyped the iso bonus.

Bugpop wrote:

Bug Pop <...>
Feb 14
to D3
I'm sorry, the Iso bonus on mother lode is 52111, not 25111.

Unknown

And this is my reply after I only recieved One Psylocke Cover and 25,000 ISO

Bugpop wrote:

Bug Pop <...>
Feb 23
to D3
I have received the 25k ISO-8 and the Psylocke cover. I want to thank you for your efforts and I realize there must a large queue of customer service inquiries. I am grateful for your hard work however I'm uncertain if this is intended to address my issues. On top of what was provided I was expecting at the very least, an additional 25k ISO-8 (hoping for an additional 79,000 as explained below) , 2000 HP, and Psylocke blue and black covers.

There were two issues I asked to be addressed
1. Zero Point Hell in the previous No-Holds-Barred - Elite tournament. I was offered 3 covers of my choice plus 2000 hero points.
2. The valentines day special offered double iso. I purchased Mother Lode and Stark Salary (both 99.99) before the iso-8 sale went live.
For the zero point hell I asked for Psylocke, in all colors.

I asked if I could obtain the valentines day special for the Mother lode I purchased (Mother Lode is 52k ISO, Bonus was another 52K ISO, total of 104,000 iso)
I purchased stark salary, however if I had known of the sale I would have purchased another mother lode. I was hoping that I might recieve the bonus I might have received, had I ordered the Mother lode (52k ISO)

The total of which would be
Psylocke Red, Blue, and Black Covers
2000 HP
104k Iso-8