“In the recent event, The Dragon War, the max score should have been 540. Despite that, SEVERAL people at the top of the leaderboard scored as high as 572. This is impossible. I do not think this is a widespread case of cheating. I think this is a bug with your points system. Regardless, it’s extremely unfair to those of us getting screwed out of rewards because of it. Please fix this.”
Their response, today:
“Thank you for contacting the D3 Go! Customer Support team.
We apologize for any confusion regarding the timing of the last Dragon War event.
In the future, the Dragon War event will be scheduled with the normal start time of 8:00 PM UTC. Should this change, we will do our best to ensure all of our players will know ahead of time. For the latest news and announcements, visit our forums linked below:
We hope that this helps to alleviate any confusion you may have had regarding this issue. If you require further assistance, please do not hesitate to contact us again, and it would be a pleasure to help you.”
Relevance of their response to my ticket: Zero.
I mean, come on, I didn’t even allude to a complaint about the start time. That’s ridiculous.
I have had some good interactions with them, but when we’re continually told to submit tickets, it would be nice to have faith that they’d actually read them before generating a canned response.
Hi @madwren. I apologize for the experience you had with our Customer Support team. We also were aware of this instance occurring, and reached out to them to make sure that this kind of situation is avoided in the future.
As for the specific occurrence you mentioned in your ticket, that is something the team is currently investigating. Once I have more information to communicate, I’ll be sure to provide everyone an update on it.
If you submit a ticket through the in-game support link, then your ticket will automatically provide our Customer Support team with any account info they’ll need to assist you (Account UID, in-game name, OS, etc etc) This minimizes the number of questions you’ll need to answer each time a question is submitted.
Although I will admit that as of right now, Helpshift only allows for one ticket to be submitted at a time, so the benefit of submitting through the web link is being able to keep different issues separate.
If you’re asking about the automatic reply when you first submit a ticket, I believe as of right now that reply is used for tickets submitted via both mobile and email.
I agree that could be an area that could be better optimized / improved though, so I’ll ask them if there is a way to send a different response, depending on what platform they submitted the ticket from.
Or, instead of sending an automated form letter, perhaps a personal response? If you have a human that is at least familiar with the game itself looking at these things, the system might be a bit less redundant.
There are times when the Customer Support team receives a lot of tickets, particularly when the unfortunate incident of a large bug occurs in-game (this applies to both MPQ and MtGPQ, since they handle tickets for both) Due to this, it’s inevitable that they are unable to immediately reply to each ticket the moment they are submitted.
Since Helpshift utilizes a more chat-style format, we want to avoid any situations where players assume it is a live chat, and construe a lack of an immediate response as our team ignoring them. Due to this, they created an automated reply that serves two purposes:
Notifies the player that their ticket has been successfully submitted, and will be addressed as soon as possible.
Informs the player that their support ticket is NOT a live chat, despite its appearance.
On a positive note; I have at least inspired a cat-fact form letter.
Only half teasing, the last note I received from chat informed me that, while appreciated, it wasn’t necessary to send cat facts every day in order to keep the ticket open and an apology for making it seem as if my messages weren’t being read by humans.
I was also assured that, even if my ticket were closed due to unresponsiveness in my part, I only need reply again to re-open.
