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Shiver and Support inexistent

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  • #16
    Hi Aaaron

    I got 5 stones instead of the second Shiverheart, Any honest and decent answer from you would be higly appreciated. I do strongly suggest that your support team droping the "we all graduate from Harvard" grammer and start writing short, simple statement to solve real problems efficiently.

    Here are two replies from your support stuff, same person
    Reply one from support:
    Thank you for taking the time to write in. If I understand correctly you have some concerns with recent event. I'm sorry to hear this and I will be glad to address the issue. The game team was able to verify that all players that qualified for the reward has been issued the reward.

    The game team was able to confirm that the rewards were issued and successfully consumed as well suggesting that you may have sent in a case to support shortly after receiving the rewards. I do apologize for any trouble this may have caused.

    I have forwarded your information to the game team for further review. In the meantime, I have allocated various summoning stones to your account as a one time courtesy. Please note that this the maximum support is able to grant in a situation such as this. We appreciate your patience and understanding on the matter. Should you require further assistance feel free to contact us and we will be happy to assist you further. Thanks for playing!

    Reply 2 from support
    As a gamer I can relate to your concerns and request, but due to the nature of the issue you encountered, the action taken was determined to be appropriate by the game team and guide lines that are in place to ensure a certain level of fairness across the board so I want to apologize if the Game Team was unable to provide the restoration you desire.
    Should you require further assistance feel free to contact us again and we will be glad to assist you.




    Originally posted by Aaron_Kabam View Post
    Hello folks!

    If you get a response from report, please make sure to read it carefully and make sure to reply if they have any questions. Sometimes, when our PX agents reply they ask questions in order to gain more information in order to help you. If you don't respond to these emails and questions, then we can't help you solve the issue.

    I've noticed several Shiverheart tickets today are simply awaiting your answers. Some of these are 2-3 weeks old. So, if you have open tickets, please make sure you go back and check for any unanswered questions.

    Thanks,
    Aaron

    Comment


    • #17
      Good afternoon:
      First of all, sorry for my poor English (Google translator...).
      Seriously, Aaron, it's a mockery of the people. I think that you gave the Shiver compensation on January 24. It seems that you've given one Shiver to people that didn't correspond (you gave them one more accidentally in Christmas); however, others (including myself), you have not even given us compensation. I hope that you understand that this situation creates a sense of comparative grievance vis a vis other players.
      On January 28 I wrote a ticket considering the situation. The assigned case number was 01947879. The reply from the HoC Support Team was: "we are going to inform the game team so that they can have a look and check if there has been any known issue and, if so, the proper adjustments will be performed". Today (6 days later), still no word from whoever appropriate (Support Team, game team... I don't know).
      Would you be so kind to check it out? Thank you.
      Nickname: ni pa pipas
      Server: Galahad-5



      Texto original.-

      Buenas tardes:
      Lo primero de todo, perdón por mi pobre inglés (traductor de Google...).
      En serio, Aaron, esto es burlarse de la gente. Creo que disteis la compensación del Espanto el día 24 de Enero. Parece que habéis entregado un Espanto a gente que no le correspondía (les disteis accidentalmente uno de más en Navidad); en cambio, a otros (entre los que me incluyo), no nos habéis dado aún la compensación. Espero que entiendas que esta situación crea una sensación de agravio comparativo frente a otros jugadores.
      El día 28 de Enero escribí un ticket planteando la situación. El número de caso asignado fue el 01947879. La respuesta por parte del Equipo de Soporte de Hoc fue la siguiente: "que te acuestes (básicamente)". A día de hoy (6 días después), sigo sin recibir noticias por parte de quien corresponda (game team -> team game -> tim game -> timame... no sé).
      ¿Serías tan amable de echarlo un vistazo? Gracias.

      Comment


      • #18
        Really, Aaron: I am outraged with this situation. You befalls a failure at Christmas and have just finish him off. People with 2 Shivers by the face and others eating the boogers.
        As much as I pose the situation, you give no answer.
        On January 28 I wrote a ticket (No case 01,947,914) and the answer was accurate to the player ni pa pipas: "we are going to inform the game team so That They can have a look and check if there has been any Known issue and, if so, the proper adjustments will be performed. "
        Is no one will listen to us? Do we have to go begging compensation you said you would give us?
        Thank you.
        Nickname: player...itas
        Server: Galahad-5

        Texto original (por si alguien de Kabam sabe español...).-

        De verdad, Aaron: me siento indignado con esta situación. Cometisteis un fallo en Navidades y acabáis de rematarlo. Gente con 2 Espantos por la cara y otros comiéndonos los mocos.
        Por más que os planteemos la situación, dais la callada por respuesta.
        El 28 de Enero escribí un ticket (nº de caso 01947914) y la respuesta fue exacta a la de mi compañero ni pa pipas: "we are going to inform the game team so that they can have a look and check if there has been any known issue and, if so, the proper adjustments will be performed".
        ¿Es que nadie va a hacernos caso? ¿Tenemos que seguir mendigando la compensación que dijisteis que nos daríais?
        Gracias.

        Comment


        • #19
          Originally posted by xpages View Post
          Hi My ticket regarding the shiverheart seems to be returned without being solved

          -------------------------------------------------------------
          Greetings!

          We appreciate you contacting us regarding your issues with Heroes of Camelot.

          Due to recent ticket volume, we want to sincerely apologize for not addressing your ticket in a timely manner. We want you to know that your report was received, and should your concerns persist, please respond to this email and let us know what you're experiencing. An agent will assist you as quickly as possible.

          Thank you for your support!

          Heroes of Camelot Team

          01953194


          "We want you to know that your report was received, and should your concerns persist, please respond to this email and let us know what you're experiencing."

          'Tis a perfect example. Sometimes, you just need to read closely.

          Comment


          • #20
            Aaron two are the things, or you dont know how your support work or you are trying to joking us, i replied to all the 3 message like your example and they was been closed ib the same time that i receveid so tell me, am i go8ng to receive what others got or not?

            Comment


            • #21
              Aaron, you were looking at the reply from the first ticket, as a matter as fact, I did reply that mail, and got this answer



              ---------------------------------------
              Dear Player,

              You have reached an unmonitored email address.

              To contact our Support Team, please use the links to our Support Center within the Kabam game you are playing.

              In mobile apps the link to our Support Center can usually be found within the game settings menu or by tapping on your player name in the upper left corner.

              On Kabam.com the Help/Support link can be found above the game by clicking the game name in the header, then ‘Support’.

              On Facebook and other sites, the Help/Support link is usually in the banner at the top of the game screen.

              Following these steps will take you to the our Support Center, where you may find a quick answer to your question. Contacting us from our Support Center will also ensure that we automatically have the correct information about your account so that we can help you as promptly as possible.

              You can also find game play tips, solutions to common issues, and updates from Kabam on our forums (http://community.kabam.com).

              Thank you for playing Kabam games.
              The Kabam Support Team



              ref:_00D301HgIt._500a0eobAm:ref
              ------------------------------------------------------

              then I decided to open a second ticket, the answer is that I get 5 stones instead of getting the shiverheart, when I tried to reply, the ticket is already closed. Now I got those 5 stones, do you suggest that I open a third ticket?

              Regards
              Xpages

              Originally posted by Aaron_Kabam View Post
              "We want you to know that your report was received, and should your concerns persist, please respond to this email and let us know what you're experiencing."

              'Tis a perfect example. Sometimes, you just need to read closely.

              Comment


              • #22
                This typical reply received by PX couldn't be more ambiguous. Why bother asking "if your issue persists"? As if the problem would have solved itself between the time the ticket was sent and this reply received! Why do PX ask the player to re-explain the whole issue when all the information is in the ticket?
                This extra step is unnecessary, and confuses people more than anything. On top of that, the message reads:

                "Sorry it took a long time to process your ticket. We (PX) have SOLVED your issue, BUT if there is still something wrong then contact us".

                You guys should really revise the wording to keep it simple... and if PX doesn't understand, have him/her send a REAL question, not this auto-reply.

                Comment


                • #23
                  I opened another ticket:01973169
                  Let s see now what will happen

                  Comment


                  • #24
                    Bump, yet no response from the support about the ticket that i opened, Aaron except the first question about what was my ticket you didn't gave me any info on what is going with my problem, please don't make me completly lost any hope.

                    Comment


                    • #25
                      Originally posted by iceita View Post
                      Bump, yet no response from the support about the ticket that i opened, Aaron except the first question about what was my ticket you didn't gave me any info on what is going with my problem, please don't make me completly lost any hope.
                      How i told before, on that problem, like % of convocation they will do nothing.
                      Obs: Today i saw more 2 players with T4 Shiver, before the poblem on christimas they only got one. Nice kabam, very Nice, And both not wasted on mini-game.

                      Comment


                      • #26
                        1st ticket was closed without any response from support

                        2nd ticket was closed without any explanation or response

                        Just opened 3rd ticket. Let's see if I'll receive anything beside automated response

                        Until now I haven't received even one mail from human only automatic responses

                        Comment


                        • #27
                          And of course they've closed 3rd ticket because it refers to same issue reported.

                          The only problem original ticket is already closed!


                          Ticket numbers
                          01957947
                          01975993
                          01980389

                          Comment


                          • #28
                            Originally posted by iceita View Post
                            Bump, yet no response from the support about the ticket that i opened, Aaron except the first question about what was my ticket you didn't gave me any info on what is going with my problem, please don't make me completly lost any hope.
                            Problem Solved, Support helped me.

                            Thanks Aaron and sorry for pestering you

                            Comment

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