Bigger and real problems.

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    WB Gamer
    Get your priority straight devs. You know the issues the people want fixed but nope. New material packs and pvp that’s all there needs to be to drain money from people :)
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    WB Gamer

    I'm not sure where you're drawing the accusation of your friend's post being deleted for making a suggestion from; however, we do try to keep the forum clean by merging threads that are of the same topic. This takes one thread's posts and places them inside of another thread, thereby removing the separate thread. All posts (including the original post) in a thread that was merged still exist.

     

    If you're stating that the post legitimately was removed from public view and can no longer find it at all, then your friend will have to get in touch with someone on the team to discuss why it was removed. We do not discuss the actions we take publicly -- nor will we discuss a player's information with anyone that is not that individual.

     

    In regards to compensation... Customer Support used to compensate a lot more in the past, but this is no longer the case due to a change that was requested explicitly by the community. You can read about that change here.

     

    I hope this has clarified things for you.

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    WB Gamer
    I’m a keep 24 with 26 mill power. I scouted a keep last pvp and it showed 0 reinforcements. My team and I rallied it and then it showed it was being reinforced by t8’s and up. I submitted a ticket and sent screenshots of the scout and battle reports and was basically told it was my fault *shrugs* so Who knows who’s getting compensated these days.
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    WB Gamer
    the compensation change was needed but you went from one extreme to the other. Valid tickets should be compensated properly. You changed the policy once because it was stupid but change it again to create a fair balance, if a ticket is found to be valid then the exact amount of gold required to rebuild everything or replace everything should be required. Either that or you need to start replacing the items or troops yourselves.
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    WB Gamer
    The compensation policy went from absurd on one end of the scale to absurd on the other end. There was never a middle ground, which would have made sense. To say players 'specifically requested' the compensation practice in its current state is brutally disingenuous.
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    WB Gamer
    I can't say with any certainty, , but the impression that many people have is that how seriously people take issues and, yes, whether they receive compensation and how much is significantly influenced by how much the player has spent. I have personally seen someone in my allegiance who was level 27 receive 400k for an issue related to rally creatures. And a level 19 keep who had the exact same issue get a "we'll send your report to the developers." It's hard to know the specifics of what caused one over the other, of course, but I have quite a few similar anecdotes. I've heard similar anecdotes from other people on other servers. I know folks here have said that spending does not play a part in how tickets are resolved, but that is not the impression that the community has.
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    WB Gamer

    While I understand your view on this (and, honestly, I agree entirely with you on the matter), I am not able to replace things or compensate any one for issues - nor can I change any policies that Customer Support abides by. I'm a Forum Moderator, so I do not have any control over Customer Support or have any abilities that they do. I encourage you to make a post in either 'Bugs and Feedback' or 'Support', or even make a ticket if you prefer to go that route, and give feed-back on the compensation policy.

     

    If the community can come together like before, I'm sure that it will be noticed as it was in the past and looked into to see what can be done to help resolve the matter.

     

    I stated that the community explicitly requested a change in the compensation policy, I did not state anything beyond that; attempting to misrepresent my statement isn't going to help either of us.

     

    I understand, and appreciate that you've taken the time to make note of this. I can't really comment on cases both due to the fact that I wasn't involved at all in them, and that I'm not allowed to discuss another player's support cases. I myself have noted concerns about some of the way things are done a bit ago, which I will actually follow up on shortly.

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    WB Gamer

    I understand, , and realize that there are both privacy concerns as well as a number of different factors that go into making a determination and the handling of it. The black box nature of it doesn't help the perception, though. I realize that you can't exactly publish the policies and procedures that the agents use, but any generalities you can provide would be helpful. Because, as I said, the widespread perception is that, whether directly or indirectly, the amount of money a user has spent on the game significantly affects the outcome of any customer service interaction.

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    WB Gamer
    It's definitely a complicated issue. Our CS team does our best to compensate for every validated bug on our end - its just not always possible to validate what issues are caused by the system, and which issues are not. We have been known to grant occasional exceptions depending on the exact nature of the bug, but some players can abuse these exceptions, and we strive to be as fair as possible.
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    WB Gamer
    This game has the worst customer support I've ever experienced and the OP is ABSOLUTELY correct in his description. So far I have submitted total 4 tickets for 9 months and I got a reply only on one of them. At the same time the bigger spenders are like "Oh, I sneezed" and the CS is like "Oh, thank you for letting us know. Here are 110k gold".
    And yes, you are censoring the forum by deleting inconvenient posts and topics. I had topics removed and I've seen others disappear promptly after they have been posted. But, hey, that's America - the land of the free, where you breathe democracy lol
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