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Props where props are due
DrShotgun
Posts: 2,157
In light of the recent climate on the forums these days, I have to bring a good deed to everyone's attention.
As many of you know from my posts earlier this week, I mistakenly ranked a 5* bot when I meant to rank my 4*.
T3s are still a tad rare for me, so this was a BIG deal. I put in a ticket and was told no, by several people.
Well, many of you saw me lose my mind over this. I was beyond furious.
@Kabam Miike messaged me asking to explain what was going on so he could reseach it.
Long story short, he came through for me. I was willing to sacrifice my gold, ore, even the 5* botbjust to get the t3s back...but he got every last resource back for me in less than 24 hours.
He came through for me when I screwed up. While it may look like no one cares, he showed me different.
Thanks Miike.
As many of you know from my posts earlier this week, I mistakenly ranked a 5* bot when I meant to rank my 4*.
T3s are still a tad rare for me, so this was a BIG deal. I put in a ticket and was told no, by several people.
Well, many of you saw me lose my mind over this. I was beyond furious.
@Kabam Miike messaged me asking to explain what was going on so he could reseach it.
Long story short, he came through for me. I was willing to sacrifice my gold, ore, even the 5* botbjust to get the t3s back...but he got every last resource back for me in less than 24 hours.
He came through for me when I screwed up. While it may look like no one cares, he showed me different.
Thanks Miike.
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Comments
That's awesome! See it's such nonsense what customer support makes you go through, we can't do this, we can't do that. People shouldn't have to make the efforts you made just to get a mistake fixed, it just creates ill will towards the game.
Right now ranking 5*s are just far too expensive for me. I can get a 5000+ rated duped 4* with one t3 and it takes what...5 t3s class and a t4 to get comparable stats in a 5*?
He didn’t want to rank it up
I don't know what the sense of entitlement level is like where he grew up, but blaming Kabam for one's own error is not the most mature and sensible approach. If I buy a coffee at a coffee shop, then pour half a bowl of sugar into my cup, I don't explode at the staff that my coffee is too sweet, then threaten to take my business elsewhere and post negative reviews all over social media, if they don't make me a new cup of coffee. That was the approximate equivalent of the cheating threat.
Remember, paid employees need to sacrifice their work time to investigate and rectify the situation. The solution wasn't free for Kabam, only for the customer. The time spent on his problem could have been spent developing Act 4 for everyone else.
Kabam was extremely generous to fix a user's error, however, it was interesting to see that one Kabam employee said it couldn't be done, and then another was able to fix it. That is a little bit concerning ...
Anyhow, I feel sorry for the customers who have been penalised through no fault of their own (e.g. game crashes etc.), however, their situations are not compensated.
The squeaky wheel gets the grease, I guess.
And, as it turns out, I was right, and it took a total of a few minutes. There's no sense of "entitlement", it's a sense of knowing the difference in good customer service vs bad customer service, especially in times like these where customer service has been an overwhelming problem to the point of open boycott. In a situation like this, you jump at the opportunity to shine, not continue down the road you've taken that's losing players by the hundreds.
And as for your weak coffee cup example, good customer service would say if you accidentally screwed up your cup of coffee, a respectable establishment will replace it, and if they say "suck it up, there's nothing we can do", after watching them replace someone else's coffee, then yes, that customer would have a right to get upset and no longer solicit that business.
As you know, being on the forums, the ONLY way to get someone's attention is to either threaten to break, or actually break the rules. I got someones attention, and he helped out. Had I not done that, he may not have even seen my thread.
In a nutshell:
Be nice, truthful, understanding.
People make mistakes.
Sometimes people WILL help.
BUT BE NICE (AND INTELLIGENT)