Speaking of Cheating

deletedgone
deletedgone Posts: 166 Tile Toppler
edited March 2017 in MtGPQ General Discussion
I finished Friday's QB behind a pair of cheaters. Photos showing their rate of scoring minute by minute were sent to support. Today I got the "we take cheating very seriously" form letter in response. Ticket closed.

This is more than frustrating. Why does this company continue to do the wrong thing? It feels like they have a grudge against their own customer base.

Who can we speak to that will actually help the customers?

Help!

Comments

  • AngelForge
    AngelForge Posts: 325 Mover and Shaker
    What if it is a paying customer using a bot?
    A company will think twice to punish someone who pays them.
  • naphomci
    naphomci Posts: 127 Tile Toppler
    AngelForge wrote:
    What if it is a paying customer using a bot?
    A company will think twice to punish someone who pays them.
    That's a nonsensical response. You're saying that because someone pays (someone other than D3) for a bot that breaks the ToS, the company should encourage it. Ruining the gameplay for others is far more detrimental than banning a handful of cheaters.
  • AngelForge
    AngelForge Posts: 325 Mover and Shaker
    naphomci wrote:
    AngelForge wrote:
    What if it is a paying customer using a bot?
    A company will think twice to punish someone who pays them.
    That's a nonsensical response. You're saying that because someone pays (someone other than D3) for a bot that breaks the ToS, the company should encourage it. Ruining the gameplay for others is far more detrimental than banning a handful of cheaters.

    I didn't say someone pays for using a bot. I was pointing out to the possibility of using a program that plays the game for you, while you do something else. Besides that you leave 200 $ a month in the companies purse...

    But I agree that I should have pointed out more to the fact that it is just a possibility out of many, why cheaters may not be banned so easily.

    Edit: Is is prohibited to share an account? If two or more people play on one account, you can also get to a lot of playing time.
  • THEMAGICkMAN
    THEMAGICkMAN Posts: 697 Critical Contributor
    AngelForge wrote:

    Edit: Is is prohibited to share an account? If two or more people play on one account, you can also get to a lot of playing time.

    I think its against the ToS (not 100% sure, I'm sure someone else can confirm) but it would be difficult and a waste of time trying to catch people who do IMO.
  • toastie
    toastie Posts: 119 Tile Toppler
    AngelForge wrote:
    What if it is a paying customer using a bot?
    A company will think twice to punish someone who pays them.

    Cheaters will cost you way more in revenue than they give you.
  • deletedgone
    deletedgone Posts: 166 Tile Toppler
    Me
    Mar 17, 19:13 PDT

    I just finished third in tonight's quick battle. First and second were "xxx" and "xxx" who scored impossibly fast. I have screen caps to support this. I am requesting that these users be banned and that I be credited the proper event reward. Thank you.

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    D3 Go! Customer Support (TM) (D3 Go!)
    Mar 20, 16:02 PDT

    Greetings D3 Go! Customer,

    Thank you for contacting D3 Go! Customer Support.

    D3 Go! takes cheating very seriously, and appreciates your integrity in submitting a report. We will investigate this right away and take the appropriate actions.

    Thank you for taking time to file a report and helping make the game fun and fair for all players.

    Best Regards,
    D3 Go! Customer Support Team (ZMB)

    <ticket closed>

    Me
    Mar 20, 16:19 PDT

    If you review the photos I provided, the evidence of the cheating is indisputable. Please apply the reward that I earned to my account.

    Please please please do not reply to this with a form letter. Can I have an actual human response for once?????


    D3 Go! Customer Support (LC) (D3 Go!)
    Mar 22, 16:12 PDT

    Greetings D3 Go! Customer,

    Thank you for contacting D3 Go! Customer Support.

    D3 Go! takes cheating very seriously, and appreciates your integrity in submitting a report. We will investigate this right away and take the appropriate actions.

    Thank you for taking time to file a report and helping make the game fun and fair for all players.

    Best Regards,
    D3 Go! Customer Support Team (KHY)

    <ticket closed>
  • Yvendros
    Yvendros Posts: 202 Tile Toppler
    hahaha, i'm sorry, but this made me giggle a little.

    "help."
    "denied."
    "PLEASE help?"
    "no, denied."

    I feel your frustration though. :/
  • Brigby
    Brigby ADMINISTRATORS Posts: 7,757 Site Admin
    spesler wrote:
    I finished Friday's QB behind a pair of cheaters. Photos showing their rate of scoring minute by minute were sent to support. Today I got the "we take cheating very seriously" form letter in response. Ticket closed.

    This is more than frustrating. Why does this company continue to do the wrong thing? It feels like they have a grudge against their own customer base.

    Who can we speak to that will actually help the customers?

    Help!
    I just wanted to provide some insight specifically in regards to cheater reports that are sent through Support Tickets. This is the basic procedure that Customer Support goes through when handling those reports:

    1) They receive the player report, and log the name in a list of suspected cheaters.
    2) They then thank the player, and resolve the ticket. (This is where it's understandable to think the story ends, but don't worry. It's not the end)
    3) Customer Support then does a preliminary analysis of the cheater account to see if there are any reasons to suspect cheating.
    4) If there is reasonable suspicion, then they forward the account information of the cheater over to the development team, so a developer can verify it with the tools they have at their disposal.
    5) If the developer confirms it is a cheater, then either they take action on them themselves, or they pass along the verdict to Customer Support to handle.

    I know that it may seem like they receive your report and then dismiss it, but a lot of the work is done behind-the-scenes. Your reports certainly aren't going unnoticed, and I hope this information helps.
  • deletedgone
    deletedgone Posts: 166 Tile Toppler
    Brigby,

    Thank you for your response.

    Unfortunately the actions of the support team cause the content of your message to be of questionable value.

    I have a similar ticket from the first FiRF event. I re-opened it multiple times. The ticket remains closed and there has been no further action on my behalf.

    Please recognize that I am no prize pig. I have placed top five in only two events and first in only two QBs in which mythic cards were possible rewards. Half of those cards were never awarded because of a deficiency in the game that allowed cheating. When offered a chance to make things right, support has done exactly nothing.

    Please realize that this is digital content. There is no cost to make up for a problem and make a customer happy.
  • Brigby
    Brigby ADMINISTRATORS Posts: 7,757 Site Admin
    Hi spesler. I sent you a private message. Could you please respond to it whenever you get the chance. Thanks!
  • gruntface
    gruntface Posts: 161 Tile Toppler
    spesler wrote:
    Brigby,

    Thank you for your response.

    Unfortunately the actions of the support team cause the content of your message to be of questionable value.

    I have a similar ticket from the first FiRF event. I re-opened it multiple times. The ticket remains closed and there has been no further action on my behalf.

    Please recognize that I am no prize pig. I have placed top five in only two events and first in only two QBs in which mythic cards were possible rewards. Half of those cards were never awarded because of a deficiency in the game that allowed cheating. When offered a chance to make things right, support has done exactly nothing.

    Please realize that this is digital content. There is no cost to make up for a problem and make a customer happy.

    Well you say there is no cost but if they solve your problem then they may have to solve other people's problems. Before you know it they may improve the gaming experience for even more people.

    Then what?

    Fire and brimstone coming down from the skies! Rivers and seas boiling! Forty years of darkness! Earthquakes, volcanoes!

    The dead rising from the grave!

    Human sacrifice! Dogs and cats living together!

    Mass hysteria!!!!

    I hope you get your problem solved, I do, but I ask you, no, I beg of you, please consider the consequences.
  • deletedgone
    deletedgone Posts: 166 Tile Toppler
    Try to imagine all life as you know it stopping instantaneously and every molecule in your body exploding at the speed of light.

    Total protonic reversal!

    Right. That's bad.
  • mouser
    mouser Posts: 529 Critical Contributor
    spesler wrote:
    Me
    Mar 17, 19:13 PDT

    I just finished third in tonight's quick battle. First and second were "xxx" and "xxx" who scored impossibly fast. I have screen caps to support this. I am requesting that these users be banned and that I be credited the proper event reward. Thank you.

    I went through a similar experience months ago. Finishing 3rd behind two highly likely cheaters. Documented everything, exchanged multiple emails with CS.

    The most laughable response I got was that it was impossible to grant me the 1st place reward even if they were cheating because CS was "unable to repossess the awards" from the cheaters. Just a horribly frustrating experience with CS.
  • wereotter
    wereotter Posts: 2,070 Chairperson of the Boards
    Brigsby commented on the process above, and I was about to suggest something similar.

    To add to it, there are other online games wherein I've reported issues of harassment and abuse from other players, at which point the support team from the game takes the information I've provided, thanks me for reporting it, and then I never hear anything back. This is expected as it's important not only to preserve the integrity of the investigation against that player, but also to help keep people's affairs from becoming public. It's not good for the company to say they banned someone for cheating or harassment, nor is it good for them to tell the person reporting it that their claim was found to be baseless.

    There is, however, one major difference I'm seeing between the email you received and that communications I got from other companies, and that is others set the expectation that while your issue will be investigated, that the ticket alerting them to the incident will be closed and you will not be getting further response as to the results of the investigation or action taken. I think adding that little bit of information into the emails you send would help placate those making the reports.
  • ZW2007-
    ZW2007- Posts: 812 Critical Contributor
    mouser wrote:
    The most laughable response I got was that it was impossible to grant me the 1st place reward even if they were cheating because CS was "unable to repossess the awards" from the cheaters. Just a horribly frustrating experience with CS.
    It makes sense if you don't think about it. How can they give you the first prize reward when they already gave it to someone else? It's not like they can create more product out of nothing with the click of a button.
  • losdamianos
    losdamianos Posts: 429 Mover and Shaker
    ZW2007- wrote:
    mouser wrote:
    The most laughable response I got was that it was impossible to grant me the 1st place reward even if they were cheating because CS was "unable to repossess the awards" from the cheaters. Just a horribly frustrating experience with CS.
    It makes sense if you don't think about it. How can they give you the first prize reward when they already gave it to someone else? It's not like they can create more product out of nothing with the click of a button.
    "You wouldnt download your car wouid you ???"
  • tiaxotrax
    tiaxotrax Posts: 20 Just Dropped In
    losdamianos wrote:
    "You wouldnt download your car wouid you ???"


    If I could get an exact copy of my buddies car that he paid 50k for and all I had to do was click a button......

    Yeah I think I probably would.

    matter of fact If I could download Jay Lenos (library) garage of cars. i probably would.

    It would be for educational purposes only and i'd destroy em all within 24 hours of course.
  • Brigby
    Brigby ADMINISTRATORS Posts: 7,757 Site Admin
    Please keep the discussion on topic and constructive. Thank you!
    wereotter wrote:
    -snip-

    There is, however, one major difference I'm seeing between the email you received and that communications I got from other companies, and that is others set the expectation that while your issue will be investigated, that the ticket alerting them to the incident will be closed and you will not be getting further response as to the results of the investigation or action taken. I think adding that little bit of information into the emails you send would help placate those making the reports.
    That's a great observation. I think setting a precedent of informing the player that the ticket will be closed, and why they will not receive further response as to the results, will help alleviate players' concerns of feeling like Customer Support simply closed the door on them.

    I'll be sure to work with CS on setting up a detailed message that they can send to those who report suspect cheaters. Thanks!
  • deletedgone
    deletedgone Posts: 166 Tile Toppler
    Received a nice response from Customer Service today.

    --

    Greetings D3 Go! Customer,

    Thank you for contacting D3 Go! Customer Support.

    Unfortunately, we do not provide compensation or bounties for reporting these issues. Thank you for taking time to file a report and helping make the game fun and fair for all players.

    If you have any further questions or concerns, please feel free to contact us again.

    Best Regards,
    D3 Go! Customer Support Team (KHY)

    -

    My request was for an event reward that was earned, but not awarded due to cheating. Not a bounty, or some form of compensation for filing a report.

    These guys do not understand how to provide basic customer service. Let's remember - doing the right thing is FREE!

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