#Errors in the game

44 messages · Page 1 of 1 (latest)

tender moth
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Rhaenys #59937
Android 13
I have emailed you about issues with the Superior Pack. The first consisted of identical proposals. The second, after buying a megapack with a werewolf, arrived as in photo 2. I did not buy any of the proposed options. The number of coins in the inventory confirms this. I also wrote that there is a buggy mission, after which the "goals" button hangs and becomes inactive for the next 24 hours until the mission is deactivated. Unfortunately, I don't remember what the task was and I don't have photo confirmations now. After the last e-mail 2 days ago, when I enter the game, I see a message like in photo 4. It's been almost 2 days since I can't log into the game. No reply to email. Just received the letter "How happy were you with our service?"

Screenshot_20241003-1831592.png Screenshot_20241016-154148.png Screenshot_20241016-1542212.png Screenshot_20241017-164526.png
empty bayBOT
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@tender moth

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somber river
tender moth
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When I first contacted tech support with the 1st superior package, the responses were from Rob and Mel. The following response was given: “What you need to do is buy one Gem Pack 3 (1500 gems) without spending them. This will replace the Superior Pack payment. We will remove the gems and then give you the Superior package"
I answered about the purchase of the pack later. on the 13th Later there was a problem with the 2nd higher package. There was no reply to the letter with the 2nd superior pack. After 3-4 hours after sending the letter, I was no longer able to enter the game. So I can't check if the problem with the 1st superior pack was solved. 2 days have passed. No replies to recent emails. There are no emails in the spam folder. I check emails regularly as the dragon event is in full swing and I would like to be with my guild.

velvet musk
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The queue is just backed up, so there are some longer than usual delays on following up on tickets. You also seem to have filed four separate tickets for this same incident, which also very likely caused delays.

tender moth
dusty flare
tender moth
# dusty flare If you have more than one problem, you can sure file more than one ticket. If yo...

My first request was on October 7th. If you have access to my messages, then after reading you will understand that not all were the same. I realized my mistake. No need to repeat it. Please understand that if the problem had been solved since October 7th, I would not have written anymore. I was upset that I missed several good packs due to errors in the game. Also, I was not particularly happy when I waited 3 times for the task to be deactivated. Each time I waited 24 hours. Oh yeah, I forgot to mention that on top of everything else, I had error 4005 and 4006 (but I considered this insignificant) I also want to remind you that I have not been able to log into the game for 3 days. You spend more time explaining to me than solving problems. The last update was great. Thank you very much. But this update entailed a lot of problems. I understand that perfectly well. I was waiting for your answers, guys, not to chat with you or waste your time on empty correspondence. I just want you to fix the errors in the game. After that, everyone will do their own thing. Please, just fix the errors in the game and let me play normally with my friends. That's all I need from you. If something seemed rude in my answers, then I apologize. 🙂

dusty flare
# tender moth My first request was on October 7th. If you have access to my messages, then aft...

There seems to be a missunderstanding here. I am not a kabam employee, that i have the role "champion" means that i did something like trying to be helpful to the community. As i don't work for kabam i do neither have access to your tickets, nor do i have the ability to fix disconnect issues or pack issues. All i said was that tristan did not state that you can't file more than one ticket but that they seemed to be about the same topic. That leads to some of them being treated as duplicates and the staff closing them, as they are being handled in another ticket.

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and tristan is head of customer support, meaning that he is not fixing bugs either. he takes care about customer service, so neither of us is wasting time we could spend fixing bugs

ionic lava
# tender moth My first request was on October 7th. If you have access to my messages, then aft...

Sweeteavil already told you about them just being a user like me and you, but ignoring that part of your message, I think you have reasons to complain, and it wouldn't be the first time that posting here gets some problems in front of Tristan's eyes, so I wouldn't say you did anythign wrong. Also regarding multiple tickets, you didn't know you were doing something wrong so I don't think you can be faulted for that either, it's not like you are told that info on the ticket submission page.

This isn't my problem, but I am curious, are you really locked out of your account for 3 days(or were at least) with the "under review" message?
Because it seems to be what you are saying and if so, I cannot understand Tristan's logic of it being due to any queue, since that is a switch activated on yoru account so they can access it, and it is switched back when they are done. That should take minutes. I don't obviously know exactly the technicalities of that "switch", but surely something like what I described. If I am correct, it seems someone checked you account and forgot to give you control back and then left for the weekend. Keep in mind that this is speculation only. Based on what you told me and the baffling answer you got, but still only speculation.

velvet musk
# ionic lava Sweeteavil already told you about them just being a user like me and you, but ig...

This isn't my problem, but I am curious, are you really locked out of your account for 3 days(or were at least) with the "under review" message?

That was sort of lost on me in the sea of other information. The question was mostly about "why haven't I gotten a reply yet?" to which the answer was "we're backed up and also you've submitted several tickets about the same issue, which extends the delay time further".

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The "under review" is indeed an easy fix, and one I've just sorted

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You do raise a good point about me handling things here encouraging trying to use Discord as a means of shortcutting the queue though - I should probably be more consistent about solely redirecting to the queue

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As for "it should switch back when they're done" - that's exactly the issue. Sometimes, very rarely, it doesn't actually unswitch when it's meant to, which is how situations like this happen

tender moth
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It seems like a miracle happened. I wanted to take a screenshot with the time now. The game miraculously launched. Wow. Great. One problem less. I'm very happy. Apparently I was "turned on"

velvet musk
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I just said I fixed that, yeah

velvet musk
tender moth
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Sorry I didn't see your message) Thank you very much. I am very grateful to you. My guild is very happy too)))

velvet musk
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No problem!

tender moth
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I'm even ready to say "I love you") This is a really good moment for me)

midnight swan
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I could be wrong but
With the multiple tickets thing, if it's primarily via email you get the issue, is probably because people are sending a fresh new email as their "reply" or chasing it up as opposed to actually replying with the direct reply button to keep all email correspondence one linear line
Could be wrong but could be right

As for issues such as information being lost in the sea, I think when some people post here or indeed in a ticket it's an onslaught of information, times, dates, explaining and detail purging etc etc when actually sometimes a simpler version would do the same if not a better job
"I'm waiting for a reply to tickets"
And
"I'm locked out of my account"

I think a lot of people try to preemptively answer any and all follow up questions they might be asked.

Sorry to intrude, this isn't so much about this case but all cases of such a theme or context or outcome etc

velvet musk
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Would you believe I have a gif response locked and loaded for that?

velvet musk
velvet musk
ionic lava
# velvet musk You do raise a good point about me handling things here encouraging trying to us...

I guess the problem is where do you go then when something slips through the cracks. Is creating a separate ticket about the issue the right way to go? As an example I've done something like this, created a ticket about a separate issue but mentioned that one of my tickets was unanswered and "how is it going along?" kind of message, and that prompted this newer ticket to be flagged as duplicate of the older one mentioned and got it closed. So I guess this isn't the way to go about it?

tender moth
velvet musk
midnight swan
velvet musk
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I used to be func QA before that, and I liked that for the same reason. This just lets me do it in a more direct and tangible way

velvet musk
velvet musk
ionic lava
velvet musk
tender moth
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Oh now I really understand what my mistake was.

midnight swan
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Think of it like ping replies here
Where you hit reply to their actual message rather than @ them freshly

velvet musk
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Fresh @ means we aren't seeing the context of being able to go through the reply chain

midnight swan
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And not that it's relevant as such but you can literally track ping replies through the entire line by clicking each message preview lol
So yea, picture the emails the same way

ionic lava
# velvet musk Yup! It's actually literally impossible for us to do a unilateral close on an em...

Ok, well please do keep in mind I am posting this only as an example and not antagonistically.

I got a reply for issue "YYYYY" like this:

We would like to inform you that this conversation is being closed as you were already being assisted with this query on a different conversation (ID #XXXXX).

If you would like further assistance regarding this query, please find the email with the subject "--------------------------------" or the Conversation ID "XXXXX" and follow up on it.

Thank you for your understanding.

It is a bit confusing for the user when the ticket XXXXX is not the same as YYYY and the user is now left wondering if they should update the conversation XXXXX with info on problem YYYYY, which in this case was not related apart from the event it happened on. I hope you can understand what I mean

midnight swan
ionic lava
# midnight swan From what I've seen and understood of what you're saying in this thread/forum th...

Oh yeah, fair enough, but one could also expect some reading comprehension from the other side, especially when this info that we are talking about, and which is in my opinion relevant to the post, is not "readily available" if you just go to the contact us page and submit a ticket.
It is possibly not a big deal because the percentage of users with multiple tickets open is hopefully minute, but I mean, is it that farfetched for a user to enquire upon another ticket since they are conversing with a human? Maybe a standard "for requests on other queries please reply directly to that conversation" answer would be a better approach other than closing, BUT, perhaps the same sign-off that I've gotten on other tickets is just better to let the user know they can still open that ticket, "If you need help with anything else, just let me know!"
I'm just riffing off the fact that most don't read, so it'd be good to make it quite clear that's all

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aaand I don't want to derail the thread on to something else

tender moth