Hi all, I wanted to share a recent negative gaming experience + interaction with vip customer service, and check if anyone has had the same experience or other similar cases or feedback.
You would know the game currently has the artefact quality event in progress (launched yesterday i think), allowing levelling up artefacts instantly and also with 20% reduction to their normal supplies, benefactors, researchers costs. Over the last 3 days or so I had 2 artefacts levelling up continuously with the normal (longer) times and full cost. Upon seeing the promo event started yesterday, I reached out to cs (the vip team) and expressed my view that I think the event is quite unfair to players that had launched these upgrades less than a day ago (my 2 upgrades were still in progress) and at full cost, while another player starting the exact same upgrade later could finish it immediately and pay less. I provided screenshots of my artefacts launched the previous day at full cost still upgrading (the last level to 5lines, they still had a number of hours to run). I asked for some return of the excess supplies, etc since I think is unfair situation to some players and not a level playing field. The supplies in question were not that large (for example the discount in the event is 200 supplies + 40 researchers for a level 4 upgrade to lvl 5).
CS responded they are unable to return any of these because there are hundreds of thousands of Domi players and thousands of vip players and they do not want to set a precedent, however unfair the situation may be. These suggests cs considers the circumstances detailed below to be very common in the player community (personally i doubt it) hence I wanted to get a sense from ppl on the forum if that is the case?
I reverted and asked cs to reconsider since I really think its unfair to have a situation in the game of an artefact upgrade launched earlier (not too long ago, just a day or several hours earlier) and at full cost to coexist with this promo and finish AFTER other artefacts launched during the promo. I also indicated I cld hv easily waited 2-3 days in upgrading artefacts if I had known abt the promo, since these artefact upgrades are a long term play. I suggested to cs that they ensure these promos going forward are widely communicated to the players (certainly in game as well as on the forum) and well in advance of their start date (a week or so or at minimum a few full days) so players can plan ard these; similar to what is done today for building upgrades, troop upgrades, armoury upgrades, etc
Otherwise, regarding cs more generally, I was/ am very disappointed (no longer about the supplies, benefactors, etc per se which are relatively minor in any case) but about the service quality more generally. I question what is the logic behind creating this vip cs system, tiers, team etc if the company or the vip cs team is that inflexible and can not handle satisfactorily these sort of relatively minor ad hoc / one off requests, particularly to rectify a blatantly unfair position in game (cs acknowledged as much, stating that going forward they will look to communicate these sort of promotions more widely and some while in advance of their start date). After a number of exchanges with cs yesterday, rather than enjoying the game and having a break from rl (which is why I play and I think many other ppl play the game), I was quite frustrated and disappointed, left in the same blatantly unfair situation, with no effort by cs to rectify an unintended negative situation. My view which I shared with cs is they got this one wrong, certainly the goodwill they lost with me yesterday and in the future by far outweigh the minor costs of resolving this situation elegantly (promptly, fairly and at deminimis cost as shown above).
Feedback/ comments welcome, thanks,
You would know the game currently has the artefact quality event in progress (launched yesterday i think), allowing levelling up artefacts instantly and also with 20% reduction to their normal supplies, benefactors, researchers costs. Over the last 3 days or so I had 2 artefacts levelling up continuously with the normal (longer) times and full cost. Upon seeing the promo event started yesterday, I reached out to cs (the vip team) and expressed my view that I think the event is quite unfair to players that had launched these upgrades less than a day ago (my 2 upgrades were still in progress) and at full cost, while another player starting the exact same upgrade later could finish it immediately and pay less. I provided screenshots of my artefacts launched the previous day at full cost still upgrading (the last level to 5lines, they still had a number of hours to run). I asked for some return of the excess supplies, etc since I think is unfair situation to some players and not a level playing field. The supplies in question were not that large (for example the discount in the event is 200 supplies + 40 researchers for a level 4 upgrade to lvl 5).
CS responded they are unable to return any of these because there are hundreds of thousands of Domi players and thousands of vip players and they do not want to set a precedent, however unfair the situation may be. These suggests cs considers the circumstances detailed below to be very common in the player community (personally i doubt it) hence I wanted to get a sense from ppl on the forum if that is the case?
I reverted and asked cs to reconsider since I really think its unfair to have a situation in the game of an artefact upgrade launched earlier (not too long ago, just a day or several hours earlier) and at full cost to coexist with this promo and finish AFTER other artefacts launched during the promo. I also indicated I cld hv easily waited 2-3 days in upgrading artefacts if I had known abt the promo, since these artefact upgrades are a long term play. I suggested to cs that they ensure these promos going forward are widely communicated to the players (certainly in game as well as on the forum) and well in advance of their start date (a week or so or at minimum a few full days) so players can plan ard these; similar to what is done today for building upgrades, troop upgrades, armoury upgrades, etc
Otherwise, regarding cs more generally, I was/ am very disappointed (no longer about the supplies, benefactors, etc per se which are relatively minor in any case) but about the service quality more generally. I question what is the logic behind creating this vip cs system, tiers, team etc if the company or the vip cs team is that inflexible and can not handle satisfactorily these sort of relatively minor ad hoc / one off requests, particularly to rectify a blatantly unfair position in game (cs acknowledged as much, stating that going forward they will look to communicate these sort of promotions more widely and some while in advance of their start date). After a number of exchanges with cs yesterday, rather than enjoying the game and having a break from rl (which is why I play and I think many other ppl play the game), I was quite frustrated and disappointed, left in the same blatantly unfair situation, with no effort by cs to rectify an unintended negative situation. My view which I shared with cs is they got this one wrong, certainly the goodwill they lost with me yesterday and in the future by far outweigh the minor costs of resolving this situation elegantly (promptly, fairly and at deminimis cost as shown above).
Feedback/ comments welcome, thanks,
