Support Jackpot Shards Issue & Resolution

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Comments

  • Borstock
    Borstock Posts: 2,733 Chairperson of the Boards

    @LavaManLee said:
    At least you have heard back. I am still waiting for a resolution.

    Still crickets for me, too.

  • Bowgentle
    Bowgentle Posts: 7,926 Chairperson of the Boards

    Seeing that everyone seems to be getting fewer than 50 shards, and I've finished the support I asked for now... Yeah, I'll live.
    Still a baffling decision to burden CS with all the effort for so little rewards.

  • Scofie
    Scofie GLOBAL_MODERATORS Posts: 1,368 Chairperson of the Boards

    @Bowgentle said:
    Seeing that everyone seems to be getting fewer than 50 shards, and I've finished the support I asked for now... Yeah, I'll live.
    Still a baffling decision to burden CS with all the effort for so little rewards.

    Mod mode off

    I think the calculation is wrong. It seems to be around 0.25 shards per pull which is a bit crazy. I hope it will be looked into after the festive break.

  • Bowgentle
    Bowgentle Posts: 7,926 Chairperson of the Boards

    Sure.
    Right after they fix that venom bomb run.

  • sambrookjm
    sambrookjm Posts: 2,163 Chairperson of the Boards
    edited December 2023

    @Borstock said:

    @LavaManLee said:
    At least you have heard back. I am still waiting for a resolution.

    Still crickets for me, too.

    Hopefully, once people start getting back from the holidays, the responses will pick up. I'm waiting another week, and then putting in a second request just in case the first one got lost.

    Edit - I can't find any automated response in my inbox either, so maybe it didn't get there in the first place...

  • Borstock
    Borstock Posts: 2,733 Chairperson of the Boards
    edited December 2023

    @sambrookjm said:

    @Borstock said:

    @LavaManLee said:
    At least you have heard back. I am still waiting for a resolution.

    Still crickets for me, too.

    Hopefully, once people start getting back from the holidays, the responses will pick up. I'm waiting another week, and then putting in a second request just in case the first one got lost.

    Edit - I can't find any automated response in my inbox either, so maybe it didn't get there in the first place...

    Could be. I did get an automated response on Dec 21st. I'll start getting concerned when they are back in the office, though. An empty chair probably has trouble reading a support ticket. 👨‍🦯

  • LavaManLee
    LavaManLee Posts: 1,434 Chairperson of the Boards

    Still no shards and no response on my help request.

  • Bowgentle
    Bowgentle Posts: 7,926 Chairperson of the Boards

    I have since finished the support I asked them for shards for, so... I guess I'll put in a new ticket, for the support I moved on to?

  • Codex
    Codex Posts: 304 Mover and Shaker

    I am not sure if this is unique to me or an issue for a select few, hence a delay. I would just advise patience. The shards being awarded is not game changing.

    "
    We are experiencing an issue with manually crediting the Support Shards to your account.

    We will need to place your ticket on-hold while the issue is investigated.
    "

  • LavaManLee
    LavaManLee Posts: 1,434 Chairperson of the Boards

    Interesting. I've gotten no such response. Submitted on 19 December.

  • JaGo
    JaGo Posts: 103 Tile Toppler

    @LavaManLee said:
    Interesting. I've gotten no such response. Submitted on 19 December.

    No response for me either. I'm not expecting a huge windfall so not the end of the world. Just adding my experience.

    -JaGo

  • Wolvie171
    Wolvie171 Posts: 206 Tile Toppler

    No luck here either. My ticket was submitted on December 20th and nothing from CS.

    @Bowgentle said:
    I have since finished the support I asked them for shards for, so... I guess I'll put in a new ticket, for the support I moved on to?

    I've been holding off on pulling any more Support tokens to avoid completing the Support I asked for in my ticket request.

  • ThisisClemFandango
    ThisisClemFandango Posts: 836 Critical Contributor

    I got a whole 25 extra shards from customer service
    I've only just calmed down from this wonderful bounty.

  • entrailbucket
    entrailbucket Posts: 5,831 Chairperson of the Boards

    They told me they gave me the shards, I got a pop-up saying "reward from customer service" with the shards, hit claim... except they never got added at all.

    I replied to the ticket saying that and they put it on hold. I wonder if there was some issue with the instructions CS got from the dev team.

  • S0kun
    S0kun ADMINISTRATORS Posts: 676 Critical Contributor

    @entrailbucket said:
    They told me they gave me the shards, I got a pop-up saying "reward from customer service" with the shards, hit claim... except they never got added at all.

    I replied to the ticket saying that and they put it on hold. I wonder if there was some issue with the instructions CS got from the dev team.

    All shards will appear in our upcoming R294 patch. For now, there's no need to further escalate your tickets to CS if your shards aren't showing up on your account.

  • Bowgentle
    Bowgentle Posts: 7,926 Chairperson of the Boards
    edited 4 January 2024, 05:31

    @S0kun said:

    @entrailbucket said:
    They told me they gave me the shards, I got a pop-up saying "reward from customer service" with the shards, hit claim... except they never got added at all.

    I replied to the ticket saying that and they put it on hold. I wonder if there was some issue with the instructions CS got from the dev team.

    All shards will appear in our upcoming R294 patch. For now, there's no need to further escalate your tickets to CS if your shards aren't showing up on your account.

    What about if we never got a reply?
    Since Dec 20th.

  • S0kun
    S0kun ADMINISTRATORS Posts: 676 Critical Contributor

    @Bowgentle said:
    What about if we never got a reply?
    Since Dec 20th.

    Post your ticket # here and I'll look into it.

  • Bowgentle
    Bowgentle Posts: 7,926 Chairperson of the Boards

    I don't have one since I didn't get a reply :)

  • S0kun
    S0kun ADMINISTRATORS Posts: 676 Critical Contributor

    Regarding the support shards that were sent by CS. There appears to have been an error with the tool used to determine how many tokens were pulled by players during the Dec 4 - 19th support jackpot bug.

    This lead to less comped shards than what players were expecting with our pity calculations and we're currently re-evaluating all tickets again to make sure what was sent is more reflective of the tokens pulled. There's no need to resubmit a support ticket, but please hang tight as this will take some time.

  • S0kun
    S0kun ADMINISTRATORS Posts: 676 Critical Contributor

    @Bowgentle said:
    I don't have one since I didn't get a reply :)

    Found it via your IGN... I think.

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