Support (constructive and polite discussion)

Turpissimus

Hello everyone,

I would like to ask you about your experience with the game support team and share my experience and see if the problem could receive some attention. I would like to keep the discussion polite, let’s stay civil.

I don’t contact support too often. I have asked for some additional gate keys for act 5 like a year and a half ago and I did get them which was a nice and successful interaction!

However, this time I have issued a ticket regarding a bug. The initial reply I got wasn’t a let down at all - I was asked for detailed additional information and videos/screenshots.

I have sent back a detailed e-mail with answers to all the questions and a video I had had to compress to be able to attach.

I have used some revives to realize there is a bug going on, understand it and get through it. (7 level 1 revives). While I took the time to provide the information and prepare the material, my question about the possibility of these being restored or any kind of compensation remained ignored.

Here is a part of the final answer I got:




Not willing to be snarky but what does it even mean? I felt like the information I took time to provide received no comprehensive reading, at least at that point.

My point is, when a summoner had found a bug, in the process of learning the bug’s cause and details had lost some in-game resources, provided all the information he has been asked for, it would have been nice on the support’s part to actually at least try to make up for all the trouble once the bug is acknowledged.

Sadly, I was informed the ticket had been set to answered and I won’t get any more information.

I feel like both parties should benefit from the contact. Resolving the bug in the future surely benefits the player, but what about the loss the bug has already caused?

Have you received help in such bug-related situations?

Have a good one!

Hammerbro_64

Have never contacted them about a bug, but every time I accidentally purchase something I get my stuff back just fine. That’s as far as my experience with support has been.

TheVyrus

Kabam, like most companies, uses a bot system to answer help tickets. That is why they have to request the information templates to help it understand the request and user identification.

The reply means it will be filtered down into a queue to be reviewed and investigated. There is no further follow up as developers will work through these issues based on impact and quantity of reports. They have no timeline, so cannot provide one.

It may not be what people like, myself included, but it a fairly common and standardized process.

Whathappened

Out of about a dozen times that I've contacted support only once was helpful and it was a very easy solution. The rest of the time support was absolutely horrible. Very similar to your example. It's like 8 yr old kids are helping.

Edeuink

Only had to talk to support once, wanted to get those monthly stat emails. They were ok and I started getting the stat emails by the next month.