Good Job Devs

deletedgone
deletedgone Posts: 166 Tile Toppler
in MtGPQ General Discussion
I went from never spending a penny on any mobile game, to opening my wallet way to much for this one.

With the latest reduction of rewards, and the unacceptable policy and behavior of your customer service team, you have successfully killed another whale.

Comments

  • LakeStone
    LakeStone Posts: 1,377 Community Moderator
    @spesler Thank you for sharing with me.  We are currently working on improving the gameplay experience including rewards such as the updated Trials rewards we shared a couple of days ago.  We are still working on other changes and will share updates as soon as they are confirmed.  In the meantime, I have spoken with support about your tickets and they should be reaching out to you in the next 24 hours to help further with some of your concerns you brought up.  
  • GrizzoMtGPQ
    GrizzoMtGPQ Posts: 776 Critical Contributor
    @spelser what are they referencing here?
  • deletedgone
    deletedgone Posts: 166 Tile Toppler
    edited April 2017
    @GrizzoMtGPQ I've been posting about a string of support tickets / policies that have been handled poorly and alienate the customer.  They pretty much all revolve around event rewards lost for various reasons  (cheaters, elite packs, glitches, etc.). If you've filed a ticket, you probably know the drill - three day wait between every message, form letters, ticket closed.

    I actually got credited a missing QB reward a few hours ago, but not before the CSR insisted that I was wrong and was being done a favor.  Give me a break.  The condescension (especially when the rep made an incorrect assumption) is infuriating.

    I really like the game and the greater MTG property, but cannot give these people any more of my money.  Customer service is important to me.  I manage engineers and part of the job is taking care of unhappy clients.  If any of my team ever treated a customer the way these guys do, I would fire them.  Easy.
  • AngelForge
    AngelForge Posts: 325 Mover and Shaker
    spesler said:

    ...

    I really like the game and the greater MTG property, but cannot give these people any more of my money.  Customer service is important to me.  I manage engineers and part of the job is taking care of unhappy clients.  If any of my team ever treated a customer the way these guys do, I would fire them.  Easy.
    Do you really think that the persons you deal with in the customer service are the ones to blame? I think they have to follow some kind of company policies... So, if you would be the guy supervising them, you would fire them if they wouldn't follow the policies that the company has installed.
  • deletedgone
    deletedgone Posts: 166 Tile Toppler
    @AngelForge you are 100% correct.  Perhaps my analogy was weak.  We do, however, bend over backwards to make customers happy (sometimes at extreme cost.). For these guys, it would not cost a thing.
  • AgainstOne
    AgainstOne Posts: 13 Just Dropped In
    edited April 2017
    The customer service here is always so inconsistent. I have had them give me a free mythic for a missing rare before, and I've also had them simply tell me to just get bent
  • majincob
    majincob Posts: 732 Critical Contributor
    Good customer support experiences are only important if you are trying to build a loyal, long-term customer base. If you are only trying to squeeze as much money as you can from a property that only has an expected life of a year or two, it makes more sense to reduce "expenses" such as refunds/giveaways etc.

    Churn and burn until it's no longer profitable then move on.

    To my dismay it is starting to look to me that D3 has decided to take this great game idea and instead of fostering it to make it a long-term success they are treating it like any other mobile skinner game.

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