Support Jackpot Shards Issue & Resolution

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  • StillMonsoon3
    StillMonsoon3 Posts: 102 Tile Toppler

    I was notified that I will be getting 25 shards. Yes!!! ;)

  • Ed_Dragonrider
    Ed_Dragonrider Posts: 593 Critical Contributor

    With the new update to this and many of you saying you're getting shards in the hundreds instead of just the handfuls, I figured I'd try as well and put in a ticket last night. 24 hrs later they've come back to me and said I'll be getting 160 shards. Very happy about this. Lots of love and goodwill atm 🥰

  • DrClever
    DrClever Posts: 584 Critical Contributor

    So quite variable response times then!

  • DrClever
    DrClever Posts: 584 Critical Contributor

    Yeah, I got the automated response but nothing else.

  • Pantera236
    Pantera236 Posts: 604 Critical Contributor

    I was told I'd get 285 shards with R294 update, just got that but no shards.

  • KGB
    KGB Posts: 3,755 Chairperson of the Boards

    @Pantera236 said:
    I was told I'd get 285 shards with R294 update, just got that but no shards.

    I still haven't gotten any of mine from my notice that I got before Christmas. Granted it wasn't many (I still think there was an error given they said something like 8 bonus shards despite me opening over 100 tokens) but I never did get any.

    KGB

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

    The release notes read like yesterday's papers.
    Feels like they expected this to go live last week.

  • DrClever
    DrClever Posts: 584 Critical Contributor

    @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.

    If we still don't have anything is it now time to escalate things?

  • bluewolf
    bluewolf Posts: 6,358 Chairperson of the Boards

    @Bowgentle said:
    The release notes read like yesterday's papers.
    Feels like they expected this to go live last week.

    They are a week behind the normal schedule for updates so it makes some sense. Dunno if the next one comes next week to get them back on the prior schedule (updates on weeks we don’t get new characters) or if it just continues like this.

    I would be patient for the shards from CS, it’s 24 hours from update availability to everyone being forced to do it. Presumably after that period passes and they know every player needs the update to play, they will start to issue them to people.

  • sambrookjm
    sambrookjm Posts: 2,253 Chairperson of the Boards

    @DrClever said:

    @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.

    If we still don't have anything is it now time to escalate things?

    Still waiting here as well. I'll give them another week, and then check the status.

  • Ed_Dragonrider
    Ed_Dragonrider Posts: 593 Critical Contributor

    I got mine last night. It popped up on screen as a separate "reward" saying it's from customer service. The message CS left, but I only saw after, was that I might need to restart the game or win a battle to get it.

  • Borstock
    Borstock Posts: 3,019 Chairperson of the Boards
    edited January 2024

    @Ed_Dragonrider said:
    I got mine last night. It popped up on screen as a separate "reward" saying it's from customer service. The message CS left, but I only saw after, was that I might need to restart the game or win a battle to get it.

    Lucky goose. The bird, not the flerken.

  • rainkingucd
    rainkingucd Posts: 1,532 Chairperson of the Boards

    Just got mine today, even on the US Holiday. Guess CS is working through their backlog

  • meadowsweet
    meadowsweet Posts: 275 Mover and Shaker

    @rainkingucd said:
    Just got mine today, even on the US Holiday. Guess CS is working through their backlog

    I would be shocked if they were paying US-based workers to handle their customer service requests

  • Zarqa
    Zarqa Posts: 489 Mover and Shaker

    @meadowsweet said:

    @rainkingucd said:
    Just got mine today, even on the US Holiday. Guess CS is working through their backlog

    I would be shocked if they were paying US-based workers to handle their customer service requests

    Be shocked. They are, afaik

  • Zarqa
    Zarqa Posts: 489 Mover and Shaker

    Ah, found it:

  • meadowsweet
    meadowsweet Posts: 275 Mover and Shaker

    @Zarqa said:

    @meadowsweet said:

    @rainkingucd said:
    Just got mine today, even on the US Holiday. Guess CS is working through their backlog

    I would be shocked if they were paying US-based workers to handle their customer service requests

    Be shocked. They are, afaik

    Well then in that case I'm shocked that they choose not to honor the legacy of Martin Luther King Jr.

  • BriMan2222
    BriMan2222 Posts: 1,693 Chairperson of the Boards

    @meadowsweet said:

    @Zarqa said:

    @meadowsweet said:

    @rainkingucd said:
    Just got mine today, even on the US Holiday. Guess CS is working through their backlog

    I would be shocked if they were paying US-based workers to handle their customer service requests

    Be shocked. They are, afaik

    Well then in that case I'm shocked that they choose not to honor the legacy of Martin Luther King Jr.

    Maybe it's different in other parts of the country, but where I am I don't know any one who gets off for MLK day aside from government employees and some teachers.

  • meadowsweet
    meadowsweet Posts: 275 Mover and Shaker

    @BriMan2222 said:

    @meadowsweet said:

    @Zarqa said:

    @meadowsweet said:

    @rainkingucd said:
    Just got mine today, even on the US Holiday. Guess CS is working through their backlog

    I would be shocked if they were paying US-based workers to handle their customer service requests

    Be shocked. They are, afaik

    Well then in that case I'm shocked that they choose not to honor the legacy of Martin Luther King Jr.

    Maybe it's different in other parts of the country, but where I am I don't know any one who gets off for MLK day aside from government employees and some teachers.

    CNBC article from 2019 says 45% of employees get MLK day off (up from 28% in 2009)

    I found another article saying that MLK day was the 7th most common paid holiday in the US, but there was a huge gap between it and the top 6: Thanksgiving, Christmas, Independence Day, Labor Day, Memorial Day, and New Year's Day (all in the 90-97% range.)

  • JimboJambo
    JimboJambo Posts: 141 Tile Toppler

    I've got my shards now, grateful to CS for their work on this. Full timeline: raised ticket on December 20th; Response from CS on January 5th telling me how many shards I was due and asking which support I wanted to apply them to - I replied that day; Shards credited on January 17th.

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