Unacceptable Game Support

[Reduxe]

Remember the bug where if you got the Paris Prime BP you would lose all data from that match? I remember, I remember it easily considering 3 clan members and myself wasted a huge chunk of time in T3 Defense because of it. Lost everything through that bug from that run, nothing was spared, not even the exp. 

 

Now, we come to the issue that is the superior support that DE provides. Got proof of the bug? Naaah, can't do it because we have no records in our computers. Why even include that little button for photo proof? Is meant to send a photo of one's crotch or just be there with no reason just to flaunt itself? This is issue needs to be fixed. I don't give a crap about whether or not this game is in beta, I shouldn't be penalizes because of faulty coding and just get "sorry, not our problem". I want what my team and I put time towards. I want everyone to get better support.

 

Here's the ticket:

 

He goes on to say "Sorry man, no can do if you crashed or disconnection." Well, guess what I diddn't DC, the game refused to save its sorry butt. He than goes on to say "No record for us reference", Hm... Maybe if they clicked the photo provided he would see that I did have those items, only to have the game say no.

 

img submitted used for proof:

http://imageshack.com/scaled/large/21/2926.png

 

Also it wasen't just myself who submitted a similar ticket. Wiawyr did too, with even more proof to help. Is it that complicated to compare two tickets with the same names mentioned? They did have 9 days, yes that's right, 9 days to check.

 

 

 

Call this a rant or just some flame, but I don't see it that way. We all know that many others have received the same kind of support. Stone walled into nothing or simply getting a generic response every single time you send a ticket in. People on the forums keep babying DE saying "it will get better soon, just wait." or my favorite "MUH BETA".

 

All-in-all they either need to rework how support runs or hire much more qualified employees for DE. 

Edited July 23, 2013 by Reduxe

[KvotheTheArcane1]

You'll get refunded keys if it's anything like last time (which had the same problem...). Whoop de doo. Although, I think if you provide a screen shot (yeah yeah photoshop...) they should be able to restore/give it to you (but again, photoshop)

Edited July 23, 2013 by KvotheTheArcane1

[Reduxe]

I kept my key, but that's not what the post was entirely about. I'm pointing out what horrible service DE is throwing cash at. About how something needs to get fixed or good luck with submitted anything, even with proof because "Haha, no we lazy."

Edited July 23, 2013 by Reduxe

[Inconmon]

Welcome to reality. Man up.

[KvotheTheArcane1]

Ahh ok, well my post was more or less that they just brush it off with a "sorry, can't help ya", then give you a key, which has a VERY low chance of giving you what you want, or atleast the same reward.

[Reduxe]

Welcome to reality. Man up.

 

Oh, what a wonderful constructive post. In reality if you don't complain nothing will change, that's the reality of things, man.

[Kahruvel]

I kept my key, but that's not what the post was entirely about. I'm pointing out what horrible service DE is throwing cash at. About how something needs to get fixed or good luck with submitted anything, even with proof because "Haha, no we lazy."

 

Serious question: What does this thread accomplish?

Edited July 23, 2013 by Kahruvel

[Reduxe]

Serious question: What does this thread accomplish?

 

Gets more word out about the horrible support Zendesk provides customers. There's probably multiple ones already out there, but I saw none recently enough to shake the hamster in DE's head.

[Inconmon]

1) This is expected support within a commercial product.

2) ZenDesk is nothing but a ticket system and the person responding was working for DE, not for ZenDesk.

3) This is a beta and bugs are part of the deal.

4) What do you expect the support to do? Create specific items for specific users based on a screenshot? We are in the 7 digit number for accounts, lets say this happens to just some thousand players...

Sup.

[Dallas]

Yeah, Zendesk is complete rubbish. They NEVER seem to reply to my tickets, and if the do they reply with some generic response.

[Dr.KennethNoiswater]

I don't wanna seem like I'm jumping to their defense, but how seriously would you take that claim if you didn't have records and the screenshot the person provided said Paris Prime BP but showed a set of Fang Prime...
 

[Dallas]

3) This is a beta and bugs are part of the deal.

 

I wish everyone would just stop using this as an excuse. Its a beta, so we SHOULD complain and make posts like these, or else nothing would get fixed.

[Letter13]

Oh. Dis gon' be good.

 

Just got here. Have we derailed the thread yet?

 

_{On a serious note: Support is doing things correctly. Unless DE has a record of you obtaining said item, they cannot give it to you no matter what. If you get disconnected or encounter a bug which causes you to lose progress on a certain mission--namely Void missions--DE will not refund you lost items or mods. If I worked support for a game and someone sent me a similar ticket, I would not give them the blueprint they claim to have lost. Why? Because I would have no way of verifying if that person were telling the truth.}

 

_{If you're so spoiled that you feel it necessary that DE give you items with no way of verifying whether you deserve those items, leave. Also ZenDesk is a WEB SERVICE. Players do not interact with ZenDesk staff. ZenDesk is a third party customer support infrastructure that allows companies (DE) to provide support to players.} 

 

_{When support tells you they can't refund an item, it's not ZenDesk that's saying it, IT'S THE DE STAFF. Shut up and go home ffs.}

[Reduxe]

1) This is expected support within a commercial product.

2) ZenDesk is nothing but a ticket system and the person responding was working for DE, not for ZenDesk.

3) This is a beta and bugs are part of the deal.

4) What do you expect the support to do? Create specific items for specific users based on a screenshot? We are in the 7 digit number for accounts, lets say this happens to just some thousand players...

Sup.

 

1. Only had issues with video game support companies. 

2. Even worst, they should know how the game works than.

3. Yup, bugs are, but I should get what I worked towards when I provide proof.

4. Yes I do. If a person has an issue you FIX it. You DON'T give a generic answer just to rush through tickets. If they really are swarmed with tickets hire an extra person or test more before shooting out an update.

[Feam]

I don't give a crap about whether or not this game is in beta, I shouldn't be penalizes because of faulty coding

I wrote about a hundred words that describe how much I despise what you wrote in that single line, and I now realize what a mistake that was.

I'll replace those with this message: I disagree with your opinions.

Mostly because of that line, if that's unclear.

[Reduxe]

I don't wanna seem like I'm jumping to their defense, but how seriously would you take that claim if you didn't have records and the screenshot the person provided said Paris Prime BP but showed a set of Fang Prime...

 

 

Photo shows it says Paris Prime BP. You could get the Fang Prime BP and NOT have the game S#&$ itself. We had multiple people submit different screenshots, one even with the time stamp of occurrence.

[Letter13]

4. Yes I do. If a person has an issue you FIX it. You DON'T give a generic answer just to rush through tickets. If they really are swarmed with tickets hire an extra person or test more before shooting out an update.

 

DE will always give a generic response while they're working on fixing specific bugs. Do they know the bug exists? Yes. Are they working to fix it? Yes. Can they give you any items you lost? No, because it's easy to forge/doctor images. They probably will, however, give a couple of void keys to people who filled out tickets regarding lost items in the new void missions, like they had last time.

 

For God's sake people, get those sticks out of your &#! and be patient. You've known about the void mission bug that makes you lose all of your mission progress. When you go on a void mission, you run this risk until it's patched.

 

And people call me crazy for not using any of my void keys. 

Edited July 23, 2013 by Letter13

[skiwi2]

They simply cannot know if you are telling the truth or not, as it is not being saved to their server.

 

They will not trust anyone based on text alone, with a screenshot or video they might make one-time exceptions though, but if you don't have them, then there's nothing they can do.

[InFlames]

Oh. Dis gon' be good.

 

Just got here. Have we derailed the thread yet?

 

_{On a serious note: Support is doing things correctly. Unless DE has a record of you obtaining said item, they cannot give it to you no matter what. If you get disconnected or encounter a bug which causes you to lose progress on a certain mission--namely Void missions--DE will not refund you lost items or mods. If I worked support for a game and someone sent me a similar ticket, I would not give them the blueprint they claim to have lost. Why? Because I would have no way of verifying if that person were telling the truth.}

 

If you're so spoiled that you feel it necessary that DE give you items with no way of verifying whether you deserve those items, leave. Also ZenDesk is a WEB SERVICE. Players do not interact with ZenDesk staff. ZenDesk is a third party customer support infrastructure that allows companies (DE) to provide support to players. 

 

When support tells you they can't refund an item, it's not ZenDesk that's saying it, IT'S THE DE STAFF. Shut up and go home ffs.

 

Yea. And besides you kept your key OP, not all was lost.

[direcyphre]

Far as I know, Zendesk is just a portal by which companies use to keep track of support tickets, hosted on independent servers. Pretty sure the responses are still DE's customer support. There is nothing here that Zendesk is responsible for unless they flat out lost a support ticket.

 

And while you may not care if this is Beta or not, it's still Beta. A good many of us have lost out on rewards countless times because of disconnects, failures to synch, or flat-out in-game bugs causing things to fall through floors and the like. If you kept your key, you lost nothing but your time. All they are known for doing is replacing void keys if there was some other failure in the system (like when voids were first introduced).

 

I'll say it again: if you kept your key, you lost nothing. The complaint here is identical to any other occasion where a connection drops and someone loses out on some super rare mod they picked up.

[Reduxe]

Oh. Dis gon' be good.

 

Just got here. Have we derailed the thread yet?

 

_{On a serious note: Support is doing things correctly. Unless DE has a record of you obtaining said item, they cannot give it to you no matter what. If you get disconnected or encounter a bug which causes you to lose progress on a certain mission--namely Void missions--DE will not refund you lost items or mods. If I worked support for a game and someone sent me a similar ticket, I would not give them the blueprint they claim to have lost. Why? Because I would have no way of verifying if that person were telling the truth.}

 

If you're so spoiled that you feel it necessary that DE give you items with no way of verifying whether you deserve those items, leave. Also ZenDesk is a WEB SERVICE. Players do not interact with ZenDesk staff. ZenDesk is a third party customer support infrastructure that allows companies (DE) to provide support to players. 

 

When support tells you they can't refund an item, it's not ZenDesk that's saying it, IT'S THE DE STAFF. Shut up and go home ffs.

 

I did have proof and even another person posted their own proof with multiple screenshots of what happened. 

 

And my mistake with not researching Zendesk more, I should have taken 9 days and posted a generic response about the whole issue I guess... I'll edit my original post reflecting this though, and for that I thank you. If you hate this this thread and myself so much why don't you just carry on and leave? 

Edited July 23, 2013 by Reduxe

[Dr.KennethNoiswater]

Photo shows it says Paris Prime BP. You could get the Fang Prime BP and NOT have the game S#&$ itself. We had multiple people submit different screenshots, one even with the time stamp of occurrence.

I realize what the screen says, but it sure looks like a picture of some fang prime behind the words is all I'm saying. So now it's not only your groups word against their systems...but also conflicting evidence as shown by your screen.

[Letter13]

I did have proof and even another person posted their own proof with multiple screenshots of what happened.

It's easy to doctor an image.

I guess I should go submit a screenshot to support that shows me having several million platinum, and ask them if they can refund the plat that magically went missing from my account. You know how long it would take me to doctor up such an image?

About one minute, three if I want to nitpick over the fine pixels. Five if I'm gonna throw in a little image-compression loss to make it seem more like your image to make it harder to tell whether it's been doctored.

Edited July 23, 2013 by Letter13

[OrokinNoob]

You got your key back to try another day.......

 

As far as customer support response, I'd rather they have a pre-scripted generic report to give than have someone making up long explanations to say, "there is really nothing we can do to replicate the data to get you exactly what was lost." A lot of tickets are submitted with the growing volume of new players. We want DE to hire more staff, people need to start giving money.

 

You weren't the only person that this happened to. As a word of advice, after every crash, disconnect, freeze or evolution engine failure I make a copy of my EE log file and save it to a folder on my desktop in a sub folder with the date, before restarting Warframe. A log file says a lot more than a screenshot that could be from any other source on the internet.

Edited July 23, 2013 by OrokinNoob

[Reduxe]

It's easy to doctor an image.

 

I guess I should go submit a screenshot to support that shows me having several million platinum, and ask them if they can refund the plat that magically went missing from my account. You know how long it would take me to doctor up such an image?

 

About one minute, three if I want to nitpick over the fine pixels.

 

Don't use platinum as an example because there's many hoops that buying plat goes through. I guess every single one of those other people who got shafted because of this bug faked their photos too... What a large scam we had going on, it's a shame you found us out, all of us lied.