Support Jackpot Shards Issue & Resolution

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Comments

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

    I don't have a ticket number either as I have not gotten a reply.

  • S0kun
    S0kun ADMINISTRATORS Posts: 676 Critical Contributor

    @LavaManLee said:
    I don't have a ticket number either as I have not gotten a reply.

    Can you DM me your IGN?

  • Painmonger
    Painmonger Posts: 167 Tile Toppler

    Looks like I'm in a similar boat to a few others, Schrodinger's Shards. I got a response in about 3 days & was awarded 32 shards for my pulls, but they never actually posted to my account. It's been about 10 days, so I have to assume it's not just a delay from the time they hit send.

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

    My ticket is 234101 from 12/21.

    If you have time to check...

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

    @S0kun said:

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

    Found it via your IGN... I think.

    You did, and they already came back to me - thank you!

  • rainkingucd
    rainkingucd Posts: 1,419 Chairperson of the Boards

    Just got a response in the last 12 hours thank you. Was told 490 shards so that's neat. Thanks for the shards!

  • xdogg
    xdogg Posts: 334 Mover and Shaker

    Finally got a reply, my shards will be delivered with the next update!

  • BriMan2222
    BriMan2222 Posts: 1,287 Chairperson of the Boards

    Just got a reply today saying they will give me 165 shards, just let them know what support I want them to be applied to. Just responded, so hopefully will get mine soon.

  • dianetics
    dianetics Posts: 1,641 Chairperson of the Boards

    I got nothing. Never expected anything so i am not dissapointed.
    CS again with the subpar performance. Thanks

  • Gymp28
    Gymp28 Posts: 126 Tile Toppler
    edited 5 January 2024, 18:29

    Maybe they sense the underlying attitude of distain for their CS?
    I got a response today and a decent shard compensation promised, though won’t receive until the next game update apparently. I’m in no rush.
    Thanks CS! Seems you do a perfectly adequate job and don’t need constant haranguing! :)

  • meadowsweet
    meadowsweet Posts: 257 Mover and Shaker
    edited 5 January 2024, 18:03

    Again, they could just say:

    Sorry we screwed this up so royally! Rather than waste your time and ours and frustrate and confuse everyone involved, here's 1,600 Support Shards for everyone! Enjoy the new leveling up system, and let's get this new game mechanic started off on the right foot!

    I don't know why they continue to choose not to do this. Goodwill amongst your players is literally free, when you're just giving away make-believe digital items...

    1. Update was initially rolled out broken
    2. For some reason they cannot identify and reward affected players themselves
    3. Only players reading forums even aware they needed to submit tickets
    4. Customer service swamped with overwhelming number of tickets (over Xmas & New Year's holidays)
    5. Delays and lack of responses for some players stretches to weeks
    6. Further delay due to waiting for a software patch to go out over the holidays
    7. The algorithm they've been using was incorrect, so even the players who got a response didn't receive what they deserved, and they're starting all over again now?
  • Gymp28
    Gymp28 Posts: 126 Tile Toppler

    Like I said, perfectly adequate! 🤪

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

    It's not about CS, they're doing the best they can.
    It's about the devs putting this on CS in the first place.

  • Borstock
    Borstock Posts: 2,733 Chairperson of the Boards
    edited 5 January 2024, 19:05

    CS responded today saying I will get 800 shards from my hoard. Definitely happy I submitted the ticket.

    Thank you to S0kun if you helped this along.

  • CHRISJN
    CHRISJN Posts: 116 Tile Toppler

    Cs replied to my mail, will be getting 550 support shard for this. Placed my fave on Ebony Maw as i lack black ap support. Happy to receive it any day now.

  • Xception81
    Xception81 Posts: 426 Mover and Shaker

    @Xception81 said:
    I received a pretty fast response also, and 27 shards.

    But thanks to the update and the review of the initial amount; my 27 has now been bumped up to 525; which I’m very happy about! Hoping they actually come through with the next update like they’re supposed to.

  • revskip
    revskip Posts: 1,011 Chairperson of the Boards

    @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.

    Same here.

  • JaGo
    JaGo Posts: 103 Tile Toppler

    Support got back to me and stated I am missing 670 shards and will be applied when the next game update is released.

    -JaGo

  • Glockoma
    Glockoma Posts: 555 Critical Contributor

    Nice job @S0kun

  • sambrookjm
    sambrookjm Posts: 2,163 Chairperson of the Boards

    Heard back late Friday, and was told I'll be getting 1135 shards. I guess it paid to save up the support tokens over the past year! :smile:

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