Another Installment of Fun with CS :(

rbdragon

So I emailed CS about something I did by accident. It was my fault, but I thought, in the name of good customer service, they might help me out.

Please stop laughing at me - I learned my lesson.

Anyway, here's the interaction:

ME: Hi there...during the last minute of the thick as thieves PVE, I mistakenly bought the event only boost (I was too focused on getting one last match in)...I was hoping, since my records will show they were bought so late and none were used, if I would be able to have that 500 hp returned?
Thanks in advance, rbdragon

CS: Greetings Rbdragon, Thanks for contacting D3Publisher Support. We're very sorry that this happened, but once the item is purchased we cannot refund the hero points used to get it. We apologize for the inconvenience. Thanks for your understanding.
Regards, D3Publisher Support Team

ME: So then what happens to the boosts? If you are unwilling to refund the HP, I would at least like to have what I accidentally purchased available for use.

CS: Hello Rbdragon, Thank you for contacting D3Publisher Support and for your response. Sadly, as purchasing boosts is only possible after a confirmation, we are unable to send any reimbursement in this case. Sorry for any inconvenience this may cause you.
Best Regards, D3Publisher Support Team

ME: But that doesn't answer my question - what happens to the boosts? Since the event ended one minute after the accidental purchase, are they gone forever or will they be useable at some point?

CS: Hello Rbdragon, Thank you for getting back to us. I am sorry for overlooking your question. Unfortunately, those were Thick As Thieves boosts that could have been used only during that event. If you need any further assistance, please feel free to contact us again and we will be more than happy to help.
Best Regards, D3Publisher Support Team

ME: So what your telling me is, even though I obviously didn't mean to purchase a 5-pack of boosts only useable for the tournament with 1 minute left I was finishing, and even though they were purchased with in game currency, not actual cash (because I had already spent the real money on the HP in the first place), I get neither the HP refunded, nor the benefit of the item I purchased. I believe if I went to the store and bought a gallon of milk, then noticed it was expired, they would either replace the milk or refund my money. I get that it was my mistake in the first place, I was just hoping I could get something in return for what I spent.

CS: Greetings Rbdragon, Thank you for contacting D3Publisher customer support and for your response. We apologize for any troubles and inconvenience cause to you. We are thankful for the feedback you have submitted regarding a better compensation system. We take our customer's feedback very seriously and we will certainly discuss it with the rest of the team and take it into consideration for the next updates. I have personally added your feedback to our pool. Thank you for your time.
Regards, D3Publisher Support Team

That last email basically felt like a giant middle finger from them to me.

TL; DR - Just more evidence how bad the CS is.

Unknown

Wow. This is really... Appalling.

Twysta

Unknown

Good to know that any accidental clicks means your SOL.

I'll have to make sure to wear a sweater at all times, to make sure my nipple can't accidentally buy something again.

Twysta

Unknown

rbdragon wrote:

So I emailed CS about something I did by accident. It was my fault, but I thought, in the name of good customer service, they might help me out.

Please stop laughing at me - I learned my lesson.

Anyway, here's the interaction:

ME: Hi there...during the last minute of the thick as thieves PVE, I mistakenly bought the event only boost (I was too focused on getting one last match in)...I was hoping, since my records will show they were bought so late and none were used, if I would be able to have that 500 hp returned?
Thanks in advance, rbdragon

CS: Greetings Rbdragon, Thanks for contacting D3Publisher Support. We're very sorry that this happened, but once the item is purchased we cannot refund the hero points used to get it. We apologize for the inconvenience. Thanks for your understanding.
Regards, D3Publisher Support Team

ME: So then what happens to the boosts? If you are unwilling to refund the HP, I would at least like to have what I accidentally purchased available for use.

CS: Hello Rbdragon, Thank you for contacting D3Publisher Support and for your response. Sadly, as purchasing boosts is only possible after a confirmation, we are unable to send any reimbursement in this case. Sorry for any inconvenience this may cause you.
Best Regards, D3Publisher Support Team

ME: But that doesn't answer my question - what happens to the boosts? Since the event ended one minute after the accidental purchase, are they gone forever or will they be useable at some point?

CS: Hello Rbdragon, Thank you for getting back to us. I am sorry for overlooking your question. Unfortunately, those were Thick As Thieves boosts that could have been used only during that event. If you need any further assistance, please feel free to contact us again and we will be more than happy to help.
Best Regards, D3Publisher Support Team

ME: So what your telling me is, even though I obviously didn't mean to purchase a 5-pack of boosts only useable for the tournament with 1 minute left I was finishing, and even though they were purchased with in game currency, not actual cash (because I had already spent the real money on the HP in the first place), I get neither the HP refunded, nor the benefit of the item I purchased. I believe if I went to the store and bought a gallon of milk, then noticed it was expired, they would either replace the milk or refund my money. I get that it was my mistake in the first place, I was just hoping I could get something in return for what I spent.

CS: Greetings Rbdragon, Thank you for contacting D3Publisher customer support and for your response. We apologize for any troubles and inconvenience cause to you. We are thankful for the feedback you have submitted regarding a better compensation system. We take our customer's feedback very seriously and we will certainly discuss it with the rest of the team and take it into consideration for the next updates. I have personally added your feedback to our pool. Thank you for your time.
Regards, D3Publisher Support Team

That last email basically felt like a giant middle finger from them to me.

TL; DR - Just more evidence how bad the CS is.

Honestly, I see those responses as a step up from the way they used to respond. Hey, at least you got a timely response. Myself and others have had to wait over 2-3 weeks to hear back from D3. If you dealt with their customer service 6 months ago, they never apologized for anything and rarely said anything like this:

"Thanks for contacting D3Publisher Support. We're very sorry that this happened, but once the item is purchased we cannot refund the hero points used to get it. We apologize for the inconvenience. Thanks for your understanding."


"We are thankful for the feedback you have submitted regarding a better compensation system. We take our customer's feedback very seriously and we will certainly discuss it with the rest of the team and take it into consideration for the next updates. I have personally added your feedback to our pool."

This is a standard customer service response. They apologize for inconvenience; answered your question about being reimbursed (the first time) and said they would take your feedback into consideration. Months ago, the typical. automated response from D3 to ANY ticket sent was "Your issue has been solved" regardless of your issue actually being addressed.

farlus

Customer service number of tinykitties given: 0

Twysta

Unknown

Twysta wrote:

I'm not sure if it's amazing, infuriating or sad, just how much use you've been getting out of that particular image in the last couple days, Twysta.

Twysta

Yeah. I was just thinking that. That's the last one for this week. Honest!

Unknown

Now was there actually a confirmation as CS claims? I read a few of these 500 spend stories and assumed you just click on boost and it's bought, no confirmation, no nothing as old times.

It creates some serious difference, and if the confirmation is actually lacking you can counter CS.

Btw your boost can be used in next repeat of TaT.

user311

Next time perhaps try the my kid was playing with my phone approach. Works for Apple IAPs.

rbdragon

pasa_ wrote:

Now was there actually a confirmation as CS claims? I read a few of these 500 spend stories and assumed you just click on boost and it's bought, no confirmation, no nothing as old times.

It creates some serious difference, and if the confirmation is actually lacking you can counter CS.

Btw your boost can be used in next repeat of TaT.

There was a click through OK I think - I was just trying to click through fast to get to the match (which didn't even count anyway!)

And thank you for letting me know that I can use them when it comes around again....kinda sad that the company that makes the game couldn't tell me that when I asked what happened to them, but at this point, what else should be expected.

Demiurge_Will

Hey, rbdragon,

I'm sorry support wasn't more helpful. As pasa_ says, you'll get to use those boosts the next time Thick as Thieves rolls around. We hide event-specific boosts in other events, where they aren't usable, so that they're not cluttering up your inventory, but you've still got them.

rbdragon wrote:

kinda sad that the company that makes the game couldn't tell me that

(Technically Demiurge develops the game and the publisher, D3, handles a ton of the other vital parts of bringing it to you, including CS. Not that that matters here - we should have been able to get you the right info and it's my fault support didn't have a sufficient understanding of how event-specific boosts work when an event ends.)

Unknown

If HP was purchased via Google play, i have heard of people having luck in getting cash reimbursement from them versus dealing with the nightmare that is D3 support.