All "queued" prizes disappeared

Marvel Puzzle Quest MPQ Bugs and Technical Issues
1

My internet connection has been rather spotty - on Friday I played quite a bit of both the PVP and PVE, but was not able to reconnect until around 3:30pm (EST) Saturday. The connection I used was extremely erratic, I have since switched to a different one. However, all the rewards from the events I played on Friday (the “Enemy of the State” X-Mansion sub and the Daredevil PVP) were “claimed” under the erratic connection - they are not present on my account now. The rewards themselves are not present nor are they sitting “unclaimed.” I also played two boards of the “Enemy of the State” PVE and lost the progress from that, but that’s not a big deal.

Is it possible to go into the logs and restore these “claimed” prizes I now do not have? We’re talking about one event token, one heroic token, one Hulk cover and a fair amount of Iso and HP.

2

You should open a customer service ticket. You can do this within the game through the “help” button in the settings menu.

3

I poked around there first, actually. Turns out I didn’t go deep enough. Thanks for the advice!

4

I had the same problem some time ago – due to erratic connection during the rewards give-out the game crashed and all the already given out rewards were lost (I was really furious, since those were rewards for Season VIII and I worked pretty hard to get them).
I opened the ticket but the only response was “You need to have stable connection”. Nothing else. Not quite the answer I hoped for.

5

Wow, that’s a terrible customer service response. I would ask to be put in touch with the representative’s manager in that case.

6

Well, just to clarify myself. The answer itself was way politer, of course, I just shortened it. Here is the original letter:

Hello D3P Customer,

Thank you for contacting D3P Customer Support.

Unfortunately, Marvel Puzzle Quest requires a constant internet connection to be played, if the client loses connection to the servers during battle, you may experience issues. The developers are aware that this is happening a little too frequently since a recent update, and a fix is in the works. Please keep your eyes open and try to maintain a stable connection in the meantime!

If you need further assistance, do not hesitate to contact us.

Best Regards,
D3P Customer Support Team (JDN)

Pardon, if my post wasn’t clear enough.
But yes, I was hoping for something more encouraging… icon_e_smile.gif

7

Still, that reply skips the fact that you’re missing rewards. It’s one thing to lose matches because of “check internet connection” issues, but they should still be able to restore missing rewards you earned. I would ask them to reopen the ticket (if they closed it) and escalate it to a supervisor, re-explaining your specific problem.

8

Very true.