Mistake I made in commissary store
Frnkielo
Member Posts: 311 ★★
Hey..that commissary event I felt was horrible and not easy to hit milestones but whatever not every event is the same I get it. I made a mistake when I purchased the loyalty crystal..I was waiting for that bundle because it issued 1,000 solo event points which would’ve allowed me to hit the 30k six star shards for paragon. I purchased it from the loyalty store not realizing the bundle was in commissary store. I submitted a ticket explaining the mistake I made. 1,500,000 loyalty I spent in wrong place cost me 30k six star shards which is not much these days for me but I asked if I could somehow have kabam remedy it for me so I could then continue to push for next milestones which is the 900 units and then the last one being 7 star.
I was told flat out no..I requested to speak to someone else because I do spend money in this game and from a business perspective I couldn’t understand why kabam wasn’t helping a customer out. A supervisor got involved and said basically “too bad”..I know it’s my fault for selecting wrong tab just like it was kabams fault for sending 1,250 mythic crystals to people which they went back into everyone’s account and retracted items, i didn’t even exploit that mistake when I noticed it. I’m just wondering what other people think about the situation. Honestly it’s making not want to play and essentially pay a company for a game that doesn’t help out or listen to its customers. Yes this is a game but it’s a business also. Do you guys think kabam should I’ve credited me the 1,000 solo even points even though I used the loyalty in the wrong spot or an I expecting too much …the worst part about the situation was that when you try explaining yourself to whoever is reading the tickets it seems they are robotic and aren’t even engaging in what you are saying. Very frustrating. Thinking about leaving the game. I’m around 19k prestige and I spend on the big days during the year which spending or no spending shouldn’t matter I think this was an honest mistake they could’ve applied the points because I did spend 1,500,000 loyalty
I was told flat out no..I requested to speak to someone else because I do spend money in this game and from a business perspective I couldn’t understand why kabam wasn’t helping a customer out. A supervisor got involved and said basically “too bad”..I know it’s my fault for selecting wrong tab just like it was kabams fault for sending 1,250 mythic crystals to people which they went back into everyone’s account and retracted items, i didn’t even exploit that mistake when I noticed it. I’m just wondering what other people think about the situation. Honestly it’s making not want to play and essentially pay a company for a game that doesn’t help out or listen to its customers. Yes this is a game but it’s a business also. Do you guys think kabam should I’ve credited me the 1,000 solo even points even though I used the loyalty in the wrong spot or an I expecting too much …the worst part about the situation was that when you try explaining yourself to whoever is reading the tickets it seems they are robotic and aren’t even engaging in what you are saying. Very frustrating. Thinking about leaving the game. I’m around 19k prestige and I spend on the big days during the year which spending or no spending shouldn’t matter I think this was an honest mistake they could’ve applied the points because I did spend 1,500,000 loyalty
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Comments
This whole mentality is why working in retail these days is terrible. I understand it's frustrating not to get the milestone but again, you made the mistake. Why can't you accept that there isn't anything to do and be mad at yourself instead of blaming the company for following their rules? They haven't been making any changes to anyone's accounts because of points earned etc..
I am sure they gave you a perfectly good reason as well which is why you haven't posted the responses from support. They don't tell you "flat out no" or "too bad". They give you a reason for not reversing the transaction. You just don't like that they didn't do it for you.
Everyone makes mistakes. I let glory overflow, multiple times. People let crystals vanish, they let their stash expire. These are not headaches that surround the game, they are parts of the game. There's a penalty for making a mistake in combat: you take damage. You might die. There's a penalty for allowing currency to reach the cap without spending it: you might lose it. And if there is a way to earn points in an event and you don't do that thing, you won't earn those points.
I can understand the mistake you made. But it was still an avoidable error. The game didn't tell you that some vague random loyalty bundle earned points in the event. The game told you which specific offer by name earned those points. And you didn't purchase that offer. Now you might think that the important thing is not which offer you bought, but the fact you spent loyalty at all, but that's not the case. You aren't being rewarded for effort, you're being rewarded for doing the correct thing, no different than blocking at the right time, intercepting at the right time, selling stash at the right time.
You might also think that because you are a spending customer you deserve special treatment. However, that's not what you pay for. You pay for an enhanced game experience where your cash grants you access to stuff other players of the game don't get. But you do not pay for special privileges, and you do not pay for a special set of rules. The premise of the game (as is true for most massively multiplayer games as a service) is that everyone plays the same game. Spenders get certain bonuses, but then outside of those bonuses you play the same game. So either the game operator should reverse this mistake for everyone, or no one. Specifically calling out that as a spending player you believe you deserve better misunderstands the relationship you have with the game as a spender.
A lot of online game players believe that their relationship with the game operator is like a buyer and a supplier. They are paying money for the supplier to get what they want for their money, and they have a say in what the supplier gets. They can say they don't like the food at a restaurant, or return a pair of shoes to the store, or whatever. But the relationship is much closer to that between park attendees and theme park employees. The park employees' job is to maintain the park and keep it running smoothly. Beyond that they can try to be of service when assistance is needed, but it is not their responsibility to correct your mistakes if you buy the wrong ticket or stand in the wrong line or drop your hotdog. They *might* if they feel it is appropriate, but few people would think that was their *responsibility* to do.
I deal with customer service all the time, in literally every industry. I don't know why so many online game players have such a skewed perspective on how customer service works. I recently had an interaction with customer support for an issue regarding a service that was costing me eight thousand dollars, and because of an error on my part involving *literally* a single character mistake, I ended up spending several hours of my time and nine thousands more dollars to correct it. This was literally a mistake that could theoretically be fixed by changing a word on a form. But no one had the authority to do it. That's how the real world works, outside of restaurants kowtowing to Karens to avoid being Yelp-bombed.
You're probably happy with the pull that you got which is why you're refusing to have them take it from your account.
In your initial post you said the said "too bad" and "flat out no" and now you've admitted that they gave you a solution. Again, this type of mentality is what's wrong with customers like you. You hide the actual details of what really happen and every piece of it is something you did or won't do.
This was the response after asking many times why I was being responded to…this supervisor literally just said we can’t help you and go to forums
They gave you good customer service. They gave you a choice and you made that choice.
In this case, they don't have access to do that. There is a limited amount of access they have to your Account, and a limited amount of actions they're at liberty to perform. It's not a Dev sitting behind the computer. Their response has been consistent over the years. If you open the Crystal, use the Resources, or otherwise change the status before you reach out to them, then there's nothing they can do.
I had to reach out to them myself. I mistook the Points for the Loyalty Selector in the Store. I pulled T5CC Frags. Luckily, I didn't form a Cat or use them, so I got my Loyalty back. I'm sorry you had a different experience.
Support shouldn't ever tell players if they have a problem to take it to the forums. The forums can't generally help you. But they can and will direct you to the forums to provide feedback. If you think the game should give you the same amount of points for spending in the loyalty store as in the Cap Commissary, that's feedback. You should give that feedback on the forums, because customer service cannot do much with that. But if you have an issue with the game and want specific customer support assistance, then the place to go is support.
However, support is not telling you that if you are dissatisfied with support to complain about support on the forums. Because the official position of the moderators of the forums is if you have an issue with support you need to discuss it with support, because in general forum moderators cannot act in that regard. In rare cases where they was an obvious error they can sometimes refer those back to the developers or operations staff. But beyond that they can't override the decisions of the customer support people.