The inability of support to answer questions is symptomatic of what is wrong

I'm reaching out to the community for an answer to a question that support should realistically be able to answer easily. But refuse to do so, either from poor training or just complete lack of understanding about the game and what I am asking for.

I have pulled an ascendable champ 3 times since ascension launch. My understanding (and that of my alliance) is that:
- 1st pull gets you Ascension 1
- 2nd and 3rd pull get you enough materials for A2. This is not the case; I currently have 1 champ token and 1 class token.

The pulls were confirmed by Kabam support in this reply:

I reviewed your account, [IGN], and I can see that you received 7-Star [Champion] on your first Greater Empowered Crystal opening. I can also see that the said Champion was already Ascended. You then received him again and duplicated him twice from another Greater Empowered Crystal and Empowered Grace Crystal.

Should you have any other concerns, please do not hesitate to contact us again.

They didn't once mention what tokens I should have received, which is what I specifically asked for. So, I asked again and this was their reply:

Thank you for your response. I understand that you are concerned about only receiving one Ascension Token after pulling two Champions.

I just want to share with you that this is just intended since duplicating Champions will give you ISO, Gold, Titan Shards, plus the 250 Super Duper Box Shards.

This went on for 3 more replies and each time they told me I received the correct number of Super Duper shards, which I never even asked about and continued to explicitly ask about tokens.

So does anyone in the community know how many tokens we should be receiving because support clearly is ill equipped to answer. Getting gaslit and misdirected just seems part and parcel of their strategy across all departments.

If pulling champs from empowered crystals is not how we receive their tokens; then how do we acquire them?

Comments

Fit_Fun9329

AI Answers. Who knows if they still run the help desk organization or replaced them with Bots. Nowadays, nothing is a surprise anymore

Corkscrew

https://forums.playcontestofchampions.com/en/discussion/comment/2936807#Comment_2936807

Then as someone who builds AI tools; they're doing it wrong. Even without building a custom model to respond to queries they could use a generic LLM and use retrieval augmented generation (RAG) to assist in providing the correct response. In fact - real time chat to response to queries would be a more scalable support system than what they have now.

The use of RAG assumed that the information is documented somewhere and they're not just pulling it out of dark, damp, brown hole as they go along.

horrendous_too

So one of the dumb things about the empowered grace crystals is that they can drop 7 star dupes of champs in the base pool. So is it possible that when you duped the champ from the grace crystals that it was a regular dupe and not an ascension cluster drop? That would explain you only getting one token as you got it from the greater empowered crystal only.

But yes I agree, support should have totally been able to answer this question. But in my experience they are simply looking to find the easiest way to say something and then close the ticket.

Corkscrew

https://forums.playcontestofchampions.com/en/discussion/comment/2936900#Comment_2936900

Support already confirmed that each pull was an ascendable version. Breakdown of the pulls:
- 1st pull gave A1
- 2nd pull, I checked because I knew I already had A1 and wanted to see what was required for A2 and I only had the champ specific token.
- 3rd pull gave me a class token.

So I have received ascension materials each time, just not what I was expecting.

Currently, I now have one champ and one class token from the last two pulls. Reached out to Kabam to clarify and they keep sending me links that don't have the information, and they refuse to answer directly what I should. If this is as intended, it would imply you don't get a champ token from each pull, which makes the calculations on ascensions diabolical.

On top of that they keep copy pasting about Super Duper shards as if to misdirect me.

Corkscrew

@Kabam (Osaurus) Rex As community manager you should be highly concerned at the level of support you are not getting from your support team. I don't know if they're stonewalling because they don't have the tools to respond about ascension tokens or that they are appallingly, woefully uneducated about the different facets of ascensions.

I've been sent 4 copy and paste replies about super duper tokens - I've never asked about them, I do not care about them. But I've pulled ascendable version of Gentle 3 times from empowered crystals as confirmed by support. I only have one Gentle token and one mutant token from those pulls from the last two pulls.

Given the information so far, I would have assume I have 2 Gentle tokens and 2 mutant tokens. Support is unwilling or unable to respond with the correctness of this assessment and telling me I've received the correct super-duper shards - which I could not care an iota about.

Kabam (Osaurus) Rex

Hey @Corkscrew, I took some time to look through your account.
I see three Gentle pulls from Empowered Crystals, but only two that were Cluster Drops - so the Tokens currently are accurate, since the first Cluster drop automatically consumed the Token to ascend your Gentle.

The two Greater Empowered Crystals you opened from last Friday both had the Cluster Drops, as those only drop Ascended Champions - but the Empowered Crystal from Saturday was a regular Base Pool 7 Star pull, not the Cluster drop.

I'll speak with support so this can be clearer through responses in the future, but everything is in order on your account as it should be.

Corkscrew

https://forums.playcontestofchampions.com/en/discussion/comment/2937639#Comment_2937639

This is the kind of concise response I can appreciate. Having support copy and paste the same uninformative article without understanding the case helps no one. We shouldn't have to come to the forums to "escalate".

My recollection of the pulls might be off (why I reached out to support in the first place). But I thought the second pull gave me only a gentle token (no class token) and the third pull the mutant token.

But it's possible the mutant token came from a class crystal.

So should we get a champ token AND a class token from a cluster drop? Or just a champ token? Support couldn't answer that either.

Kabam (Osaurus) Rex

Cluster Drop will give you 1 Class Token and 1 Champion Token.

Your additional Mutant Token likely came from a Class Crystal, they have been featured in a few places so far.

hurricant

My head hurt from reading that. Ascension is so confusing

Corkscrew

https://forums.playcontestofchampions.com/en/discussion/comment/2937683#Comment_2937683

Hmmm that's what I'm saying. I don't think I got a class token from the 2nd cluster drop. I looked at the champ specifially to see the resources acquired and only saw the champ token, no class token.

After the 3rd champ pull, which you say is a regular drop I had a class and a champ token. But again I can't rewind and take screenshots. But I can accept my memory being wrong if the audit says otherwise.

Corkscrew

https://forums.playcontestofchampions.com/en/discussion/comment/2937709#Comment_2937709

So imagine going back and forth with support over the last week and they keep on feeding you articles about super duper shards and all you keep asking them about is ascension tokens. It shouldn't be confusing but because they don't answer the question directly, they make it an arduous process.