My Recent (Disappointing) Customer Service Experience

timbopp

I have sent numerous similar emails only to get the same exact response (word for word) as your first response.
I did have a clear outcome I was hoping for which is a freebie 5*. I had heard of many friends and alliance members who have received a once off free 5* cover of their choice by complaining about pull rates, luck based progression etc. I have been unsuccessful so far. Each time I sent a differently worded email, each time focusing on a different aspect of my complaint, every time getting the same templated response back. I even asked for my pull rate (which I know others have received as a numerical value) only to be told that it's close to what it should be.

I am aware that perhaps I shouldn't be complaining if my pull rate is apparently "close to what it should be" but hey, why not? An email is easier than grinding away pve for cp for just a low percentage chance of a 5*.

I do think it's disappointing that customer service can be so uniformly consistant in their copy and pasted template responses but also be so selective as who they deem worthy enough to give out a freebie 5* to.
Arguably, the way in which we get 5* (or don't) may be faulty but it's faulty for everyone so I can take some comfort in that but it really angers me to know that customer service have given out 5*covers to some people but not to others.

dfour24

timbopp wrote:

I have sent numerous similar emails only to get the same exact response (word for word) as your first response.
I did have a clear outcome I was hoping for which is a freebie 5*. I had heard of many friends and alliance members who have received a once off free 5* cover of their choice by complaining about pull rates, luck based progression etc. I have been unsuccessful so far. Each time I sent a differently worded email, each time focusing on a different aspect of my complaint, every time getting the same templated response back. I even asked for my pull rate (which I know others have received as a numerical value) only to be told that it's close to what it should be.

I am aware that perhaps I shouldn't be complaining if my pull rate is apparently "close to what it should be" but hey, why not? An email is easier than grinding away pve for cp for just a low percentage chance of a 5*.

I do think it's disappointing that customer service can be so uniformly consistant in their copy and pasted template responses but also be so selective as who they deem worthy enough to give out a freebie 5* to.
Arguably, the way in which we get 5* (or don't) may be faulty but it's faulty for everyone so I can take some comfort in that but it really angers me to know that customer service have given out 5*covers to some people but not to others.

I very much agree. I too have heard very similar stories that some were given a freebie 5*. And in my original ticket i did actually ask them to check what my recent pull rate has been and it was completely ignored. Another aspect of the customer service issue that i wasnt pleased with along with the template response of course.

wirius

dfour24 wrote:

I do work. I am law enforcement in the US Capitol. I know all about what customer service means. Ive worked years in the food industry. For you to come down as rightous are you are toward another person simply for writting an email decribing it as wasting the reps time when they simply auto fill their response anyways is probably an even better example of your positive behavior dig.

Oh, I held back a because I thought you might be a kid.

You weren't treated rudely or inappropriately in any way. The reality is, you wanted them to give you something, and you didn't get it. Then you went and cried on the forums with your "self righteousness". Its obvious and completely pathetic. They gave you just fine customer service. If you were a kid I would have understood, but the fact you're a working adult with this attitude? Sad.

If you want to complain about the drop rate, then do so. Go to the suggestion forums. Give constructive feedback, stop playing, or stop buying. You know, adult things. But don't be that basement guy who decides to bad mouth people who are doing their jobs and have no say over design just because they didn't give you an Old Man Logan.

Pylgrim

aesthetocyst wrote:

If MPQ truly was a casino, they would have flipped him a few extra pulls, "on the house".

When your product is disappointment on demand, giving a little away is no loss at all.

Then he'd have post that in here, /absolutely everybody/ would have sent a ticket to get free LTs (a prize that often necessitates several hours of investment to get, mind you), CS gives away a few more until they realise what they have got themselves into, create a policy to not give any more away and then you have a mob of angry people creating this thread times a hundred. There was truly no other way to answer that email.

OneLastGambit

Pylgrim wrote:

aesthetocyst wrote:

If MPQ truly was a casino, they would have flipped him a few extra pulls, "on the house".

When your product is disappointment on demand, giving a little away is no loss at all.

Then he'd have post that in here, /absolutely everybody/ would have sent a ticket to get free LTs (a prize that often necessitates several hours of investment to get, mind you), CS gives away a few more until they realise what they have got themselves into, create a policy to not give any more away and then you have a mob of angry people creating this thread times a hundred. There was truly no other way to answer that email.

Have to agree with Pylgrim here. Setting precedents is something you have to be careful of in customer service , especially when there is an active forum of players whom will repeat whatever behaviour is positively reinforced.

The simple rule is - was there an error at any level? No. The odds of tokens and means of obtaining them are clearly stated in game and on this forum and they worked exactly as they should.

Is it frustrating? Yes. Does it feel unfair? Yes (unless you pull four 5* in a row Like someone in my alliance did then it probably feels awesome) but no error was made with game or service. It was a design choice and therefore not something that CS should be awarding prizes for.

I had my own recent fight with CS regarding the shield error bug and got canned responses and when I did eventually get one which wasn't it was sarcastic and condescending so I don't want to defend them but in this case they were right.

Polares

fight4thedream wrote:

...

How do you have a Galactus event and not reward Silver Surfer?
How can they release OML, Phoenix and BSSpidey with no major Story event? All three have classic storylines.

Having story or alliance events where it is possible for players (I would limit it to more advanced players, sorry new dudes) to earn one 5* cover is not going to suddenly flood the game with usable 5* characters. Especially if they had stuck to their guns and not made 5* purchasable (yes, I am aware it's an "indirect" purchase but existence of buy clubs and players with fully championed 5* is telling enough).

5* story events would be something for everyone to look forward to. Run them once every two months. Make them challenging and fun.

It is my humble opinion that the devs mishandled the release of 5* characters.
...

Well, maybe, and I said MAYBE they have learned from their mistakes and new 5s are released like Cap and IM46, which is exactly what you were asking for, a special event were you can win a new 5 in a special/different way.

This is the way to go. At least now we have won (and this is a real won, no luck involved) a couple (some alliances even four) of the covers of these new chars. And it felt right! I don't know if devs are happy, maybe they have awarded more 5s than expected (this is maybe why nodes were so hard last time?), but they should be happy, a couple of covers is nothing and players feel more rewarded and invested into the game.

PS: A 30 negative streak? I got 51, and there are people with 7x so becareful, it can get worse

Jabrony_Geoff

wirius wrote:

dfour24 wrote:

I do work. I am law enforcement in the US Capitol. I know all about what customer service means. Ive worked years in the food industry. For you to come down as rightous are you are toward another person simply for writting an email decribing it as wasting the reps time when they simply auto fill their response anyways is probably an even better example of your positive behavior dig.

Oh, I held back a because I thought you might be a kid.

You weren't treated rudely or inappropriately in any way. The reality is, you wanted them to give you something, and you didn't get it. Then you went and cried on the forums with your "self righteousness". Its obvious and completely pathetic. They gave you just fine customer service. If you were a kid I would have understood, but the fact you're a working adult with this attitude? Sad.

If you want to complain about the drop rate, then do so. Go to the suggestion forums. Give constructive feedback, stop playing, or stop buying. You know, adult things. But don't be that basement guy who decides to bad mouth people who are doing their jobs and have no say over design just because they didn't give you an Old Man Logan.

....AND WATCHA GONNA DO WHEN WIRIUS RUNS WILD ON YOU.
sorry I couldn't help myself.

HxiiiK

RNG is when you draw 9 OML while your and are 1 and 3 respectively and literally every other 5* cover is actually usable

This has to be equally, if not more infuriating than not drawing anything. It has to be thrown for paltry ISO

Yup, working as intended!

slidecage

if you think this game is bad you should go try playing currio quest or whatever that is.. Now that game is a nightmare... everyone is put in the same bracket no matter what creatures you have... so you could have a team of 3 star max (level 40) your going to be fighting nothing but 5 star max teams.. you go okay i go put some money into the game they want 75 bucks for a 100% shot at a 5 star or you can spend a buck at a .20% chance at getting one lol

never put any real cash into the game but spend around 5000 gems (50 bucks) and never got a 5 star.....

at least in this game you have a real chance of getting 5 stars and you are not put all the same group


still like them to make a few changes where the cover is rainbow so your not wasting a pull..

dfour24

I like that idea also that a cover could be a rainbow/multi-use cover. Im not saying that my 20 pulls with no 5* is THAT bad. Ive read people having 100 plus pulls with no 5*s. That is the basis of my argument. There is no reason that just bad luck should prevent a player from recieving the top rewards in the game even if they are doing every pvp and pve to max progression and raking in cp all for a lack of return.

MojoWild

dfour24 wrote:

I like that idea also that a cover could be a rainbow/multi-use cover. Im not saying that my 20 pulls with no 5* is THAT bad. Ive read people having 100 plus pulls with no 5*s. That is the basis of my argument. There is no reason that just bad luck should prevent a player from recieving the top rewards in the game even if they are doing every pvp and pve to max progression and raking in cp all for a lack of return.

Then that should have been the subject line of your post and not targeting the customer service desk on how they handled your ticket, as that just muddies everything up.

Now you're just repeating and everyone is repeating their replies. Seems like a good time to lock this up or merge it with one of the numerous other posts about legendary drop rates.

Malcrof

Locking thread, it serves no purpose other to invite flaming and bashing of CS.