Latest Legends 5-Star Cover Exchanges *Updated (6/15/18)

Brigby

Update: For players that have a Latest Legends 5-Star character maxed out at level 550, we will still be offering cover exchanges from the maxed out Latest Legends character to another Latest Legends character. The same is true for if players have all 3 of their Latest Legends 5-Star characters maxed out, and wish to exchange their extra Latest Legend covers for any other character cover of their choice.

In addition, we would like to offer all players a one-time exception service of breaking down duplicate 5-Star characters into their respective covers. This is not limited to a single character, however you must request all of your character breakdowns at the same time. This offer will have the same deadline as the Latest Legends Cover Exchange (June 27th at 11:59pm PDT)
===========
Hi Everyone,

As some of you forum members may be aware, we’ve been offering a temporary Latest Legends 5-Star Cover Exchange service through Customer Support, as a way to help mitigate the frustration of an unusable cover. With the reveal of the Saved Covers feature though, we wanted to be upfront and clear about this upcoming change: Customer Support will no longer offer cover exchanges, starting June 27th 11:59pm PDT.

Here’s Why:
When you write in to us and are unhappy, we do our very best to try and make you happier whenever we can. We offered Latest Legends 5-Star Cover Exchanges as an initial way to do that, hoping it would be a temporary measure to satisfy players who were unhappy enough about bad draws to write in to us. Word of the practice spread quickly though, and it became much more widely used than we first expected.

Ultimately it created a system that wasn’t part of the game’s design, one that required special knowledge to use, and took place outside of the game. Fast forward to today, and you’ll find that cover exchange requests account for more than 30% of Customer Support’s ticket volume. The sheer number of these requests inadvertently result in increased response time when addressing other tickets, such as account restores, purchase assistance, etc. We didn’t want to remove the service without first improving the experience of getting a 6th cover, but with the introduction of Saved Covers, we feel like it helps accomplish that goal.

Even though Saved Covers will be available starting June 18th, we know that some players may have unusable Latest Legends 5-Star character covers currently in their Pending Rewards. If you find yourself in this situation, then please submit a cover exchange request before 11:59PM PDT on June 27th, and we will honor your Latest Legends character cover exchange. Unfortunately, any requests to Customer Support after this time will not be valid.

Please note that following this announcement, we expect a temporary influx of cover exchange tickets. Due to this, we have made sure to increase our Customer Support staff during that time, in order to support the anticipated increase in these requests.

We sincerely thank you for understanding.