Lost TC's in trade

[Ravino.]

Sunday I was enjoying the double Monstrology benefit to make a few summons for Spirit of Darkmoor and Sir Blackwater to use in my monstrodome, unfortunately I experienced a bug while trading: I accepted the trade in both my accounts, the trade was completed but I never received the cards.

I contacted Support to ask my cards returned but they were unhelpful. I've waited for this member benefit and spent Crowns in elixirs during it as well, it's utterly disappointing I lost the cards right after making them - and even more that Support acts as if everything is normal.

In fact Support didn't even seem to acknowledge the incident as a bug or be willing to investigate what happened. @Sparck I need to know this problem will be looked into, both the bug in the trade system and Support's behavior - they're supposed to help players and lost items is a simple issue, yet they only made it worse.


(chronological order: top to bottom)
(my message - KI's response)

(this issue was eventually sorted out. My second exchange of emails with Costumer Support is posted here)

[Bailey Jade]

Not too long ago, I had put a Participation Trophy in my shared bank and when I went to get it, it was not there. I had contacted support and I basically got the same response as you did. The funny thing, whoever I was talking too, even typed an error. I do hope you get it resolved, the person who I was dealing with was really rude, closed my case completely.

[Fiona DragonEyes]

Wow. This is beyond bad. It reminds me of every bad contact I've had with support myself. I really, really hate to contact them. Being gaslighted by a game company is up there on the list of 'who thought that could happen'. I feel the anger for you and hope there is a way this gets to someone who can do something about it.

[firewiz46]

What is even sadder than sad is that the answer that customer support gave is completely wrong and they don't even recognize that they are giving out incorrect info.

According to the email, they indicate that the reason you probably didn't get the cards is because your wiz has max treasure cards. But (and I know this from lots of experience) if you are at max treasures, you get a pop-up message that says that one of these wizards cannot complete the trade and the trade auto-cancels itself. This is terrible, you spent crowns and deserve a better response.

[KieranCaster]

Can you make a video of the trade and see if you can replicate the issue? You would have something to show KI.

I am not a computer programmer; however, I would think they would have the capability to create what ever they want.


However, based on their response, they seem to take a page from the NFL, where bad calls are part of the game. They seem to say between the lines, computer glitches are part of the game, and they won't revisit.

I feel for you, Ravino.

KC

[ValdusWildheart]

Costumer experience = F+

At least they got credit for something? I'd give it an F-

[Ravino.]

At least they got credit for something? I'd give it an F-

The first response was within the expected time and afterwards all message came in fairly quickly. Naturally their speed is meaningless if they cannot solve any issue, but were they more capable it would be a great plus.

~R

[Willowdreamer]

My mind is completely boggled by this exchange. I really hope that Sparck can get to the bottom of it for you.

[Captain Crunch]

That's unfortunate. KI support tends to be fairly hard-headed.

I put a bunch of summons into one of my domes at one point. Closed the dome and went inside. The creatures weren't there. Left and opened the dome back up. The summons were gone. I just kind of moved on but there are still a few bugs circling around in Monstrology that waste a lot of time and money.

[LizardWizard]

I recently had a friend ask me to move 150 Monstrous to his other character for him while in the pet pavilion, which I gladly did. I had ample room which I know for fact, because I made him wait while I changed character solely to make sure I had room. We proceeded with the trade, both clicked ready and it stated the trade was successful. He goes to get his lower lvl that needed the cards, we go to trade and there are no monstrous in my TCs. Zero. He went back to his other char to make sure he didn't still have them. Thank goodness this is a person that knows I would never "steal" his TC. Overall though, it was kind of embarrassing and I am just glad it happened with him instead of someone who doesn't know me well.