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Smash / Aaron: Need Ticket Escalation Option

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  • Potemkin Ch 5
    I know you two creepers are lurking...

    Leave a comment:

  • 2059015
    Guest started a topic Smash / Aaron: Need Ticket Escalation Option

    Smash / Aaron: Need Ticket Escalation Option

    I'm going to keep this constructive so as to not personalize it too much.

    I've lost a lump of cards in this game because of the sub-par attachments process. On one occasion (~mid September) several guildies and I were magically missing "old"' attachments. I.E. Attachments from ~ Mid August and prior. No rhyme or reason, no overrun of attachment, just flat not there. The most recent time was when the new patch hit. Stupidly, I updated, and was greeted with another lump of missing cards. Like a good customer I did what I should and opened a ticket each time #02714013 & #02760312. I included a comprehensive list (Date, Time, Card) of cards I was missing. I record ALL my important cards in attachments, I'm not simply saying "ZOMG I HAD LIKE...400 WHITE KNIGHTS AND YOU TOOK THEM!"

    Both times the conversation has gone similiar to the following:


    Thank you for writing back about this situation! Please know that we apologize for any inconvenience this occurrence may have caused for you, and thank you for reporting this issue to us.

    This particular error on our end should now be resolved and all missing Vault contents from the recent update should have been restored. Please let me know if you are missing anything else.

    Thank you for writing in about missing Cards and I'm sorry for the trouble it has caused you! I can completely understand how a situation such as this would be disappointing and I'll be glad to assist you further.

    However, please know that after auditing your account, I am not able to verify any random item discrepancies and am unable to determine what may have occurred.

    Would you be so kind as to write back with a list of what is missing and any error messages you received so that I may get this information up to the Game Team for review and consideration?
    Both times I've eventually been assured that nothing was wrong and everything was fine (first rule of customer service, apologize but never admit to wrong doing). I didn't make up the random dates times. Pull up any past data saves from there and check the F***ING guild messages.

    I understand that the number of "card lost" requests must be IMMENSE. Going forward I get this is a non-issue (due to the new attachment system THANK GOD). However, there needs to be a way for legitimate concerns to not be responded with the equivalent of:

    Hi, sorry you had a problem.

    The problem is all in your head.

    Have some SS and STFU.