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Game Outage Compensation?

RezokRezok Member Posts: 3 ★
edited June 16 in General Discussion


Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?
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  • Toproller89Toproller89 Member Posts: 2,233 ★★★★★
    ahmynuts said:

    Looks like another case of support not knowing wtf they're talking about

    There are some helpful people on the support team and there are some duds too, it’s very much rng what kind of response you’ll get from them.

    So naturally when I have a ticket to raise, I’ll send in 5 of them, lol.
  • JESUSCHRISTJESUSCHRIST Member Posts: 2,286 ★★★★
    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    So you opened a 7* crystal and you got no champion after the outage?

    That's outrageous, you deserve some compensation
  • summerdeersummerdeer Member Posts: 1,329 ★★★
    @KabamPinwheel are we supposed to get comp?
  • JESUSCHRISTJESUSCHRIST Member Posts: 2,286 ★★★★
    If you got a screenshot, you need to send in more tickets telling them your champion is missing after opening a crystal

    Kabam should send you your champion that you opened from a 7* crystal regardless of any global compensation?

    Not really sure what is Kabam's policy regarding this type of situation
  • summerdeersummerdeer Member Posts: 1,329 ★★★
    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    wait but will there be global comp like they said
  • ahmynutsahmynuts Member Posts: 9,032 ★★★★★
    summerdeer said:

    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    wait but will there be global comp like they said
    For what
  • summerdeersummerdeer Member Posts: 1,329 ★★★
    ahmynuts said:

    summerdeer said:

    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    wait but will there be global comp like they said
    For what
    the outage im confuse on why support said their would be
  • summerdeersummerdeer Member Posts: 1,329 ★★★
    ahmynuts said:

    summerdeer said:

    ahmynuts said:

    summerdeer said:

    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    wait but will there be global comp like they said
    For what
    the outage im confuse on why support said their would be
    The Google outage? The outage caused hy Google? The company Google
    yea ik but support literally told the person that there would be a global comp
  • GamerGamer Member Posts: 12,031 ★★★★★
    summerdeer said:

    ahmynuts said:

    summerdeer said:

    ahmynuts said:

    summerdeer said:

    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    wait but will there be global comp like they said
    For what
    the outage im confuse on why support said their would be
    The Google outage? The outage caused hy Google? The company Google
    yea ik but support literally told the person that there would be a global comp
    Sometime. Support knows everything.
  • SirGamesBondSirGamesBond Member Posts: 7,994 ★★★★★
    summerdeer said:

    ahmynuts said:

    summerdeer said:

    ahmynuts said:

    summerdeer said:

    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    wait but will there be global comp like they said
    For what
    the outage im confuse on why support said their would be
    The Google outage? The outage caused hy Google? The company Google
    yea ik but support literally told the person that there would be a global comp
    We dont trust support in these matters.
  • JESUSCHRISTJESUSCHRIST Member Posts: 2,286 ★★★★
    I need a global care package LOL
  • Qwerty12345Qwerty12345 Member Posts: 889 ★★★★
    What is the best way to appeal what we think is the wrong answer from support?

    Going to the forums seems to be the only thing that sometimes works, but I can't imagine that's what Kabam would want.... but if not that, then what?

    I've generally been fortunate / and have had good support about 95% of the time / the other 5% ended up being cases that effected many and a mass fix eventually happened.

    But I'd feel a lot more comfortable spending if I didn't read stories like the above and felt like there was a more official process
  • RezokRezok Member Posts: 3 ★
    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    I told them specifically the champion I was missing but they told me what shows on the message... They are unable to provide it. And no, I didn't take a screenshot of that moment, I just assumed that reseting the game was the way to go, like other times before, and that the champion would be there...But no. That is why I am really confused.
  • FurrymoosenFurrymoosen Member Posts: 6,767 ★★★★★
    Rezok said:

    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    I told them specifically the champion I was missing but they told me what shows on the message... They are unable to provide it. And no, I didn't take a screenshot of that moment, I just assumed that reseting the game was the way to go, like other times before, and that the champion would be there...But no. That is why I am really confused.
    Sometimes (all times) you need to talk to support like they're 5. They get lost easily.
    Tell them plainly that:
    Before the game went down, you opened a 7* champion crystal that contained Count Nefaria.
    After opening the crystal, the game went down due to the Google outage.
    When you opened the game back up, you didn't have the champion and you also didn't have the 7* shards that you used to open the crystal.

    They will be able to check the logs in your account and track the shards and probably the crystal opening as well. At the very least, if you really didn't get a champion from the crystal you opened, they can probably see the decrease in shards without adding a champ to your roster. Just assume that support is dumb and you need to give them step by step instructions on what you're asking for.
  • Toproller89Toproller89 Member Posts: 2,233 ★★★★★
    JESUSCHRIST said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    So you opened a 7* crystal and you got no champion after the outage?

    That's outrageous, you deserve some compensation
    Give this summoner 4500 units and 30k radiance on top of another 7* crystal at once!
  • RezokRezok Member Posts: 3 ★
    DNA3000 said:

    Rezok said:

    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    I told them specifically the champion I was missing but they told me what shows on the message... They are unable to provide it. And no, I didn't take a screenshot of that moment, I just assumed that reseting the game was the way to go, like other times before, and that the champion would be there...But no. That is why I am really confused.
    Game outages do not generally cost players anything. The recent outage was special because it was Google itself that went down in a widespread way. Because of that, it is possible that the game itself has no record of you pulling that champ, because the systems that would have those records themselves were not working at that time. If that's the case, Kabam would have no way to easily verify you lost something, and would need some sort of evidence on the player's part to validate compensation.

    That said, it might be possible for support to at least know you lost something, if not what that something was, and return it. In theory support could compare your account inventory before and after the outage, and see you're missing a crystal. However, this would take time, because they would have to verify that a) you did not pull a new champ (easy), b) you did not pull a dup (harder, you'd have to verify all sig levels were the same, and c) you did not pull a max sig champ (less harder, you'd have to verify all max sig crystal counts are the same). Normal support may not be in a position to do all of that.

    PM me your support ticket number, and I'll see if I can get someone to look.
    The number is 801560. Thank you so much. And do you know anything about the "Outage Compensation" they mention on the email?
  • JESUSCHRISTJESUSCHRIST Member Posts: 2,286 ★★★★
    Kabam hasn't spoken anything about compensation for the Google outage so I believe Kabam isn't giving out any compensation

    If Kabam intended to, Kabam would have already spoken about it long ago
  • ahmynutsahmynuts Member Posts: 9,032 ★★★★★
    JESUSCHRIST said:

    Kabam hasn't spoken anything about compensation for the Google outage so I believe Kabam isn't giving out any compensation

    If Kabam intended to, Kabam would have already spoken about it long ago

    ahmynuts said:

    summerdeer said:

    ahmynuts said:

    summerdeer said:

    KabamPinwheel said:

    Rezok said:



    Last week I wrote Game Support because I miss a 7 star champion I got on a Basic Crystal Pool (a Count Nefaria btw :'( ) during the Game Outage on 06/12. They sent me this answer... According to this I am not getting my champion back. So at least, when is this "compensation" going to happen?

    Hey there! In your original message to support did you describe the incident with the 7 star specifically or just ask about the game outage? Ive been told support should be able to help you with things missing because of the outage. That said, its possible there may not be a record of it and without something like a screenshot it may not be possible, but either way support should be able to speak to your specific situation.
    wait but will there be global comp like they said
    For what
    the outage im confuse on why support said their would be
    The Google outage? The outage caused hy Google? The company Google
  • BringPopcornBringPopcorn Member Posts: 9,638 ★★★★★

    Rofl look he is here...
  • summerdeersummerdeer Member Posts: 1,329 ★★★
    BringPopcorn said:


    Rofl look he is here...

    rofl look he is following me wherever I go obsessed much
  • BringPopcornBringPopcorn Member Posts: 9,638 ★★★★★
    Why on earth would Kabam compensate for a Google Cloud outrage?
    If people would have comic names I shall name some Compmongers. Freewanda forever 🤣
  • Graves_3Graves_3 Member Posts: 1,890 ★★★★★
    BringPopcorn said:

    Why on earth would Kabam compensate for a Google Cloud outrage?
    If people would have comic names I shall name some Compmongers. Freewanda forever 🤣

    Looks like kabam did decide to compensate. Goes to show good customer service despite not being at fault. Good call kabam.


  • BringPopcornBringPopcorn Member Posts: 9,638 ★★★★★
    Graves_3 said:

    BringPopcorn said:

    Why on earth would Kabam compensate for a Google Cloud outrage?
    If people would have comic names I shall name some Compmongers. Freewanda forever 🤣

    Looks like kabam did decide to compensate. Goes to show good customer service despite not being at fault. Good call kabam.


    I was looking for this post to write something similar. I guess i was wrong and beggars were right.
    Oh yay more items in overflow 😤
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