Ticket Resubmissions - Please Don't!

MPQBlaine

Hi players,

Just wanted to send a reminder to please DO NOT resubmit another CS ticket if you've got an issue that's pending. Recently, we had a ton of tickets submitted during the anniversary period which caused our wait times to be longer than normal and unfortunately, that backlog was impacted adversely by players trying to resubmit their tickets in hopes of escalating it, which it does not.

We ask that you kindly refrain from doing ticket resubmissions as it only increases the backlog queue. Now that we're slowly getting back to our normal flow of tickets, issues should be getting resolved at their regular time frames.

Also please note that Cover Swap requests are a lower priority than critical account errors and issues preventing players from playing the game. They also require more work to address than the average ticket so they tend to take longer.

Thanks for your understanding!

entrailbucket

@MPQBlaine said:
Hi players,

Just wanted to send a reminder to please DO NOT resubmit another CS ticket if you've got an issue that's pending. Recently, we had a ton of tickets submitted during the anniversary period which caused our wait times to be longer than normal and unfortunately, that backlog was impacted adversely by players trying to resubmit their tickets in hopes of escalating it, which it does not.

We ask that you kindly refrain from doing ticket resubmissions as it only increases the backlog queue. Now that we're slowly getting back to our normal flow of tickets, issues should be getting resolved at their regular time frames.

Also please note that Cover Swap requests are a lower priority than critical account errors and issues preventing players from playing the game. They also require more work to address than the average ticket so they tend to take longer.

Thanks for your understanding!

Since this is an official acknowledgement that it exists, can we get an official post describing the details of the cover swap policy -- when specifically covers can be exchanged and to whom it applies? This would help avoid unnecessary tickets, and would also help players know what to expect.

meadowsweet

Why not just build cover swaps into the core game so players can do it themselves, like saved covers or shards?

DeNappa

@meadowsweet said:
Why not just build cover swaps into the core game so players can do it themselves, like saved covers or shards?

My guess would be that it's not worth the dev investment considering the tiny fraction of the player base for whom this is a thing.

Daredevil217

Also, I don’t believe there is a policy that would work that would cut across all situations. Because there are some stores where they allow swaps but only under certain conditions and others where they don’t want to allow swaps. And like DeNappa stated, it’s such a small percentage of players it’s probably not worth the dev time.

Bzhai

Alternatively they could introduce a feature that let's us break down covers into shards, at the cost of in-game resources of course. Something like Forge's Workshop or something.

entrailbucket

@Daredevil217 said:
Also, I don’t believe there is a policy that would work that would cut across all situations. Because there are some stores where they allow swaps but only under certain conditions and others where they don’t want to allow swaps. And like DeNappa stated, it’s such a small percentage of players it’s probably not worth the dev time.

If their goal is to reduce tickets, then they should develop a consistent policy and publish it somewhere. Currently the only way to know if or how they're swapping covers in a store is to submit a ticket and ask.

DAZ0273

@entrailbucket said:

@Daredevil217 said:
Also, I don’t believe there is a policy that would work that would cut across all situations. Because there are some stores where they allow swaps but only under certain conditions and others where they don’t want to allow swaps. And like DeNappa stated, it’s such a small percentage of players it’s probably not worth the dev time.

If their goal is to reduce tickets, then they should develop a consistent policy and publish it somewhere. Currently the only way to know if or how they're swapping covers in a store is to submit a ticket and ask.

I guess the answer to why they don't is in the OP - it is difficult, time consuming and low priority. They deal with the people they absolutely have to deal with and don't need endless additional questions and enquiries about something that benefits a tiny minority but seems to take up a disproportionate level of time and resource management by advertising it.

entrailbucket

@DAZ0273 said:

@entrailbucket said:

@Daredevil217 said:
Also, I don’t believe there is a policy that would work that would cut across all situations. Because there are some stores where they allow swaps but only under certain conditions and others where they don’t want to allow swaps. And like DeNappa stated, it’s such a small percentage of players it’s probably not worth the dev time.

If their goal is to reduce tickets, then they should develop a consistent policy and publish it somewhere. Currently the only way to know if or how they're swapping covers in a store is to submit a ticket and ask.

I guess the answer to why they don't is in the OP - it is difficult, time consuming and low priority. They deal with the people they absolutely have to deal with and don't need endless additional questions and enquiries about something that benefits a tiny minority but seems to take up a disproportionate level of time and resource management by advertising it.

That doesn't make any sense. Publishing a policy would eliminate these kinds of questions, not encourage them. Currently the only way to know if you're allowed to do this is to put in a ticket, for every single store. There's no designated player who does this for the whole community, so they get multiple requests for every store.

Codex

What I am hearing and reading is every anniversary there will be a slowdown in CS efficiency. The backlog will take until December to resolve.

But it does seem like non-cover swaps related issues get priority.

On the CS side of things. I think part of the problem was the generic response from CS was not helpful or useful which led many to resubmit the ticket because they felt ignored. I would recommend creating a secondary generic response specifically for cover swaps.

meadowsweet

Well, either cover swaps are a problem or they aren't.

The situation that @MPQBlaine is describing seems like a known, recurring, frustrating problem in need of a solution.

If the "unwritten" cover swap policy periodically breaks the game, the support team, the player experience, the reputation of the devs, etc. then it needs to be dealt with and solved one way or another.

Or we can just keep bashing our heads into the same old wall, expecting different results the next time?

Daredevil217

@entrailbucket said:

@DAZ0273 said:

@entrailbucket said:

@Daredevil217 said:
Also, I don’t believe there is a policy that would work that would cut across all situations. Because there are some stores where they allow swaps but only under certain conditions and others where they don’t want to allow swaps. And like DeNappa stated, it’s such a small percentage of players it’s probably not worth the dev time.

If their goal is to reduce tickets, then they should develop a consistent policy and publish it somewhere. Currently the only way to know if or how they're swapping covers in a store is to submit a ticket and ask.

I guess the answer to why they don't is in the OP - it is difficult, time consuming and low priority. They deal with the people they absolutely have to deal with and don't need endless additional questions and enquiries about something that benefits a tiny minority but seems to take up a disproportionate level of time and resource management by advertising it.

That doesn't make any sense. Publishing a policy would eliminate these kinds of questions, not encourage them. Currently the only way to know if you're allowed to do this is to put in a ticket, for every single store. There's no designated player who does this for the whole community, so they get multiple requests for every store.

I think your position on swaps is well-documented. But let’s not make the developers words about that. Please.

Their issue (which is pretty clearly spelled out) is MULTIPLE requests for the same issue. Submit one and be done. It’s a simple and fair ask from them.

They didn’t say they have an issue with people requesting swaps. So that’s not a problem they are looking for you to solve. Otherwise, they’d post a blanket policy like you are requesting. Instead I’m guessing that what they do, is they will construct a blanket email for people requesting swaps (that’s what I received the one time I did it). It probably took them two seconds to send it to me. If they don’t want to offer swaps for the next store or want to change the parameters, I’m guessing they’ll construct a different email. This affords them flexibility, so they’re not locked into a policy for players to pick apart, potentially exploit, etc.

Now when I sent a second request (I admit I was one of the offenders), they probably were like “wait did we resolve this one already or is this a new request?” And figuring that out is much more time consuming than taking two seconds to auto-reply to my initial request.

While I appreciate trying to “solve the problem”, it’s directed at the wrong issue.

Like I said, to the devs:
Fair ask, and I’ll do better next time. Thank you for all you do for this community!

KGB

I get the impression that cover swaps is not what's swamping CS at this time but rather that cover swaps is simply going to the end of the line because it's considered non-essential CS work and only done when they have nothing else to do.

My guess is that a lot of the CS issues are due to ascension where players lost characters accidentally when they applied an ascended character as a single cover on another ascended character. That bug got fixed fairly rapidly but I suspect it still happened to a LOT of players and fixing it probably takes quite a bit of time.

KGB

entrailbucket

@Daredevil217 obviously I've made a huge mistake, misinterpreting their clear request for less tickets as a request for less tickets.

DAZ0273

@entrailbucket said:

@DAZ0273 said:

@entrailbucket said:

@Daredevil217 said:
Also, I don’t believe there is a policy that would work that would cut across all situations. Because there are some stores where they allow swaps but only under certain conditions and others where they don’t want to allow swaps. And like DeNappa stated, it’s such a small percentage of players it’s probably not worth the dev time.

If their goal is to reduce tickets, then they should develop a consistent policy and publish it somewhere. Currently the only way to know if or how they're swapping covers in a store is to submit a ticket and ask.

I guess the answer to why they don't is in the OP - it is difficult, time consuming and low priority. They deal with the people they absolutely have to deal with and don't need endless additional questions and enquiries about something that benefits a tiny minority but seems to take up a disproportionate level of time and resource management by advertising it.

That doesn't make any sense. Publishing a policy would eliminate these kinds of questions, not encourage them. Currently the only way to know if you're allowed to do this is to put in a ticket, for every single store. There's no designated player who does this for the whole community, so they get multiple requests for every store.

I assume this knowledge was confined to a very small community and because of that they felt no need to put forth any actual "policy". I don't know, I can only judge on what this thread is saying which suggests these players are something of a "nuisance".

entrailbucket

@DAZ0273 said:

@entrailbucket said:

@DAZ0273 said:

@entrailbucket said:

@Daredevil217 said:
Also, I don’t believe there is a policy that would work that would cut across all situations. Because there are some stores where they allow swaps but only under certain conditions and others where they don’t want to allow swaps. And like DeNappa stated, it’s such a small percentage of players it’s probably not worth the dev time.

If their goal is to reduce tickets, then they should develop a consistent policy and publish it somewhere. Currently the only way to know if or how they're swapping covers in a store is to submit a ticket and ask.

I guess the answer to why they don't is in the OP - it is difficult, time consuming and low priority. They deal with the people they absolutely have to deal with and don't need endless additional questions and enquiries about something that benefits a tiny minority but seems to take up a disproportionate level of time and resource management by advertising it.

That doesn't make any sense. Publishing a policy would eliminate these kinds of questions, not encourage them. Currently the only way to know if you're allowed to do this is to put in a ticket, for every single store. There's no designated player who does this for the whole community, so they get multiple requests for every store.

I assume this knowledge was confined to a very small community and because of that they felt no need to put forth any actual "policy". I don't know, I can only judge on what this thread is saying which suggests these players are something of a "nuisance".

A not-insignficant number of high level players that I spoke to had no idea that they were offering swaps for the anniversary store at all, and rostered duplicate characters rather than asking for swaps.

The real reason the top .01% wants this kept secret, with no defined policy, is that having insider information gives them a huge competitive advantage over others not "in the know." If you're not in any of the big Line rooms, and you didn't submit a ticket asking (with zero advance indication that it was even on offer), you'd have no clue that swaps were allowed in this store.

Gymp28

@entrailbucket ”We ask that you kindly refrain from doing ticket resubmissions”

So yes, less tickets, but specifically less (preferably no) repeat tickets

DAZ0273

@entrailbucket said:

@DAZ0273 said:

@entrailbucket said:

@DAZ0273 said:

@entrailbucket said:

@Daredevil217 said:
Also, I don’t believe there is a policy that would work that would cut across all situations. Because there are some stores where they allow swaps but only under certain conditions and others where they don’t want to allow swaps. And like DeNappa stated, it’s such a small percentage of players it’s probably not worth the dev time.

If their goal is to reduce tickets, then they should develop a consistent policy and publish it somewhere. Currently the only way to know if or how they're swapping covers in a store is to submit a ticket and ask.

I guess the answer to why they don't is in the OP - it is difficult, time consuming and low priority. They deal with the people they absolutely have to deal with and don't need endless additional questions and enquiries about something that benefits a tiny minority but seems to take up a disproportionate level of time and resource management by advertising it.

That doesn't make any sense. Publishing a policy would eliminate these kinds of questions, not encourage them. Currently the only way to know if you're allowed to do this is to put in a ticket, for every single store. There's no designated player who does this for the whole community, so they get multiple requests for every store.

I assume this knowledge was confined to a very small community and because of that they felt no need to put forth any actual "policy". I don't know, I can only judge on what this thread is saying which suggests these players are something of a "nuisance".

A not-insignficant number of high level players that I spoke to had no idea that they were offering swaps for the anniversary store at all, and rostered duplicate characters rather than asking for swaps.

The real reason the top .01% wants this kept secret, with no defined policy, is that having insider information gives them a huge competitive advantage over others not "in the know." If you're not in any of the big Line rooms, and you didn't submit a ticket asking (with zero advance indication that it was even on offer), you'd have no clue that swaps were allowed in this store.

Maybe? I have no idea and am not going to jump into any conspiracy theories about secret Illuminati MPQ players accordingly. The Devs are saying "**** stop it, you are a pain the ****". That is my takeaway!

entrailbucket

I went ahead and asked in the November Q&A because it was still open. I'm sure they want this policy to be implemented fairly, for all players.

Bowgentle

This crusade is getting tiresome, bucket.
I am in those line rooms, and I still rostered dupes for Shang, Jane and Okoye.
From what I gathered not all players who asked for swaps got them.
I'd rather roster dupes for the inevitable ascension for 5*s anyway.

DAZ0273

@entrailbucket said:
I went ahead and asked in the November Q&A because it was still open. I'm sure they want this policy to be implemented fairly, for all players.

Well if it stops whiny **** turning up here to rant about it then go bananas.