What happened to Customer Service?

helix72

Messaged them in game on Oct 5th, received the auto-generated response.
Sent a follow-up message in game on Oct 8th. No response.
Sent another follow-up message in game on Oct 12th. No response.
Sent an email on Oct 17th, received the auto-generated response.
Sent a follow up email on Oct 21st. No response.

This is all for the same request--these are not separate requests.

I get that y'all are busy, but even a "we're experiencing longer than normal wait times" message would be nice. 72 business hours would have ended on Oct 19th, even taking into account holidays and weekends (assuming an 8-hour workday). My previous experience with CS it never took this long. Maybe their inbox is full?

entrailbucket

They decided to offer cover swaps for the anniversary store so everyone is taking advantage of it.

Hopefully this will be the end of the (undocumented, unacknowledged) cover-swapping policy. I imagine players waiting for help that aren't cover swaps are upset by the excessive wait times.

Bowgentle

@entrailbucket said:
They decided to offer cover swaps for the anniversary store so everyone is taking advantage of it.

Hopefully this will be the end of the (undocumented, unacknowledged) cover-swapping policy. I imagine players waiting for help that aren't cover swaps are upset by the excessive wait times.

So bitter every time people are allowed to swap.

nwahs086

@entrailbucket said:
They decided to offer cover swaps for the anniversary store so everyone is taking advantage of it.

Hopefully this will be the end of the (undocumented, unacknowledged) cover-swapping policy. I imagine players waiting for help that aren't cover swaps are upset by the excessive wait times.

So covers for max champed characters in the anniversary store can be swapped for one of the other two characters or for any character?

entrailbucket

@nwahs086 said:

@entrailbucket said:
They decided to offer cover swaps for the anniversary store so everyone is taking advantage of it.

Hopefully this will be the end of the (undocumented, unacknowledged) cover-swapping policy. I imagine players waiting for help that aren't cover swaps are upset by the excessive wait times.

So covers for max champed characters in the anniversary store can be swapped for one of the other two characters or for any character?

Ah sorry, I didn't see that you were asking a question. I don't know which of these things it is, only that swaps are allowed.

But it's odd that they'd make an important policy change like that without announcing it, isn't it? I wonder why it wouldn't be announced on any of their official communication channels...

nwahs086

@entrailbucket said:

@nwahs086 said:

@entrailbucket said:
They decided to offer cover swaps for the anniversary store so everyone is taking advantage of it.

Hopefully this will be the end of the (undocumented, unacknowledged) cover-swapping policy. I imagine players waiting for help that aren't cover swaps are upset by the excessive wait times.

So covers for max champed characters in the anniversary store can be swapped for one of the other two characters or for any character?

Ah sorry, I didn't see that you were asking a question. I don't know which of these things it is, only that swaps are allowed.

But i's odd that they'd make an important policy change like that without announcing it, isn't it? I wonder why it wouldn't be announced on any of their official communication channels...

Would have helped if they would have let us know that before I created a duplicate Okoye from pulls in the Fan Favorite store that is already at 478. Well, now I know why I haven't gotten a response for my cover swap request a week ago. I just hope they respond before the covers expire.

entrailbucket

@Bowgentle said:

@entrailbucket said:
They decided to offer cover swaps for the anniversary store so everyone is taking advantage of it.

Hopefully this will be the end of the (undocumented, unacknowledged) cover-swapping policy. I imagine players waiting for help that aren't cover swaps are upset by the excessive wait times.

So bitter every time people are allowed to swap.

It encourages going all-in, it monopolizes customer service time, and it's a huge advantage for players with inside information.

If they want to keep doing it, they should publish a policy on how they'll do it and which stores it applies to, then follow that policy. Right now they offer swaps for the Latest store, plus some others occasionally, with no consistency on which others.

St_Bernadus

@nwahs086 said:

@entrailbucket said:
They decided to offer cover swaps for the anniversary store so everyone is taking advantage of it.

Hopefully this will be the end of the (undocumented, unacknowledged) cover-swapping policy. I imagine players waiting for help that aren't cover swaps are upset by the excessive wait times.

So covers for max champed characters in the anniversary store can be swapped for one of the other two characters or for any character?

My understanding it is only for the other 2 in the FF store.

entrailbucket

@St_Bernadus said:

@nwahs086 said:

@entrailbucket said:
They decided to offer cover swaps for the anniversary store so everyone is taking advantage of it.

Hopefully this will be the end of the (undocumented, unacknowledged) cover-swapping policy. I imagine players waiting for help that aren't cover swaps are upset by the excessive wait times.

So covers for max champed characters in the anniversary store can be swapped for one of the other two characters or for any character?

My understanding it is only for the other 2 in the FF store.

I've heard it both ways, apparently it depends which CSR gets your ticket. This is where having a documented, publicly available policy might help.

helix72

I'm pleased to report that after posting on Discord, a very helpful mod there @YumeWarlock was able to dislodge whatever was stuck, and I got a response from CS within minutes. Head over to Discord if you're experiencing a similar unreasonable delay...