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

Unknown

Bugpop wrote:

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

And no response since? Have you checked the status? Did they close it out?

Unknown

I sent that on Feb 23. No response. Sent another feb 28. No response. Sent PM to D3PCS on feb 28th just to be sure. No response.

To my knowledge, replying to a closed ticket opens it back up. Notwithstanding ticket status, no correspondence suggested it was closed.

Unknown

Bugpop wrote:

I sent that on Feb 23. No response. Sent another feb 28. No response. Sent PM to D3PCS on feb 28th just to be sure. No response.

To my knowledge, replying to a closed ticket opens it back up. Notwithstanding ticket status, no correspondence suggested it was closed.

I had same issue with Customer Service. I think there is a bug in their system and they cannot see your replies to an existing ticket/email.

My situation
Day 1 - Logged a complain
Day 3 - Received positive respond
Day 4 - I replied to the email on clarification (no response)
Day 6 - I replied asking why no response (no response)
Day 7 - I replied to the email again asking why no response
- I forward my previous emails to their support mailbox...and i notice i did not get any autoresponse
Day 7 - i craft a new email asking why no follow up (I gave them my ticket number)
Day 8 - They reply to my new email saying they cannot find my ticket, how can I help you ?
Day 9 - I reply to their email explaining the problem (no response)
Day 10 - I wrote a new email basically saying You Suck
Day 12 - They reply saying they had a problem and they did something and now can see all my replies. Then they solve my ticket in the manner I expected
Day 13 - I replied to their email thanking them and requested clarification on point A and B
Day 14 (Today) - They reply apologizing again for the screw up and answer my question A. They did not answer my question B

Unknown

morphy wrote:

Bugpop wrote:

I sent that on Feb 23. No response. Sent another feb 28. No response. Sent PM to D3PCS on feb 28th just to be sure. No response.

To my knowledge, replying to a closed ticket opens it back up. Notwithstanding ticket status, no correspondence suggested it was closed.

I had same issue with Customer Service. I think there is a bug in their system and they cannot see your replies to an existing ticket/email.

My situation
Day 1 - Logged a complain
Day 3 - Received positive respond
Day 4 - I replied to the email on clarification (no response)
Day 6 - I replied asking why no response (no response)
Day 7 - I replied to the email again asking why no response
- I forward my previous emails to their support mailbox...and i notice i did not get any autoresponse
Day 7 - i craft a new email asking why no follow up (I gave them my ticket number)
Day 8 - They reply to my new email saying they cannot find my ticket, how can I help you ?
Day 9 - I reply to their email explaining the problem (no response)
Day 10 - I wrote a new email basically saying You Suck
Day 12 - They reply saying they had a problem and they did something and now can see all my replies. Then they solve my ticket in the manner I expected
Day 13 - I replied to their email thanking them and requested clarification on point A and B
Day 14 (Today) - They reply apologizing again for the screw up and answer my question A. They did not answer my question B

I've emailed support like 5-6 times. I've only gotten 1 response ever that wasn't automated. Just tried again seeing you are all getting responses.

Unknown

At least most of you guys seem to get a response. I'm still waiting to hear from D3 since Simulator and Double Shot events to be refunded on corrected token awards. How long ago was that? I've pretty much given up on being properly compensated. I do admit being a little demanding in my request but it's just because I worked hard, and no doubt many of you guys here did also and still currently are, and expected to receive my deserved progression awards. Maybe their holding that against me.

Unknown

That's too bad to hear. This game should have some kind of VIP ranking system that allows you to earn levels as you buy IAP. That way they can appreciate their paying customers more and also maybe give them special offers that others can't have.

It's **** that you are treated like a chump after so much patience and support.

Unknown

After reading all of these posts, it seems like they are more concerned with milking us for money instead of satisfaction and gameplay. Just saying... I've emailed about 5 complaints with valid issues and only received one fix.

Unknown

Just want to add here, I've given up sending in support tickets, since I started playing I've probably sent about 10 and never got any reply. That said it also took me months just to get the activation email for the forums, so I wonder if there is something screwy with their outgoing messages...

Unknown

11 assault tokens messed up and no response from cs for 9 days now. Horrible!