Lost TC's in trade

[Blaze Pixie]

Kingsisle really needs to work on their interaction with the community, it is just so poor currently. The total disconnect from the player base is not good for the game at all.

[Caspeen]

Am with most on this thread - it's appalling how bad customer service was in this situation. What makes it so...unforgivable!...is that the person supporting the game has no CLUE how a trade really works! Card deck was full?! That's not what happens!

Sad to say, this is far from an isolated incident. In many, many ways it seems frustratingly obvious that those who design, program, and create the game don't actually PLAY the game. There are tons of "why is THAT in the game" examples but for me the epitome of...disconnect?...happened years ago when KI first came out with Mega pets. Up till then there were tabs in the derby practice podium for Easy, Medium, Hard, and Epic courses. OK, made sense - grouping the courses by difficulty. But when Mega Pets came out, K I created a Mega Tab. Hang on...did they add new courses that were MEGA difficulty? Nope. Somehow, the creators of the game must have confused themselves and saw EPIC courses (a difficulty rating) and thus created a MEGA tab because that must be what's next. Clearly someone didn't have a CLUE how Derby worked! And, to tie this back into customer service - it took over 3 years for K I to fix this!!!

I've also gone circles with K I because I won a PvP Tournament in game but didn't get credit for it. I had proof I won - I got the trophy! - but on my Character stats it didn't count. I was told there was nothing they could do about this.

And then there are the 10+ tickets' I've submitted over the last 7 years or so regarding the Derby 3rd lap glitch. I submit EXACT times, screen shots, and all the details they ask, and then the last thing I ever hear is that they are looking into it.

Very frustrating.

In fairness, though - I've also experienced the other extreme - quick, friendly, and helpful service. Trashed a pet once - poof, they brought him back (albeit not IDENTICAL to the pet I lost...hmmm) Trashed my Darkmoor Robe - poof, back the next day.

All of this is proof that KI does know what customer service is, but like so many companies has trouble ensuring consistency and a high level of quality for everyone. Clearly the Customer Service rep who handled THIS ticket needs some retraining. But hopefully Sparck is able to help and Customer Service comes around. After all, while glitches can be frustrating, a good company knows they can also be an opportunity to wow and I hope they do right by you, Ravino.

Good luck!

Casp

PS - I wonder whether KI makes / encourages Customer Support to actually PLAY the game? I can imagine that might make for some awkward moments, but in my opinion it would help them to have empathy with those submitting tickets and reduce the chance that they would give out misinformation as happened here.

[Fairy Queen]

Oooof. Thanks for being so understanding, KI.

Same thing happened to me, lost some tcs in a trade.

[Ravino.]

Well I'm really pleased to say Support came through in the end. Tuesday they restored my monstrology treasure cards, though I was only able to log in today.

And after some experiments tonight I was able to figure out how to reproduce the bug that hit me and share the information with Support... apparently it has to do with letting your book go over 1000/999 cards then attempting a trade right after cleaning it.

Here's my second row of (far more successful) interactions with Support. I'm also updating the original post to link it to this resolution.

[Willowdreamer]

Well I'm really pleased to say Support came through in the end. Tuesday they restored my monstrology treasure cards, though I was only able to log in today.

And after some experiments tonight I was able to figure out how to reproduce the bug that hit me and share the information with Support... apparently it has to do with letting your book go over 1000/999 cards then attempting a trade right after cleaning it.

Here's my second row of (far more successful) interactions with Support. I'm also updating the original post to link it to this resolution.

Thanks for sharing the resolution of your situation. I'm glad to see it was finally taken care of, and the cause is quite interesting. I am always paranoid about keeping my Treasure Card count in the mid-900 range, but it certainly can get away from a wizard very easily when harvesting large gardens, farming dungeons, etc.

[Bailey Jade]

Happy to hear and see you got it taken care of. There have been times that I have hit 1003 tc and I always wonder how that could be. I will share that prior to trading cards, I always make sure I have the room.

Thank you again for updating us.

[ValdusWildheart]

I wonder if logging out and back in would take care of it if you realize you're over and need to clear space? It may be worth routinely doing a test trade of some trash TC before any high value cards just to check if they'll go into the great void...

[Draglegs]

I read the start of this thread a while back, but I hadn't read the latest bunch of posts...

Today I was trading ~17 Summon Crypt Conscript TCs from one character to another and lost them. I found this thread to post my experience and I read the latest posts. I saw Ravino's post about how to reproduce the bug. This is exactly what happened to me. I had just freed up the space for the TCs before I made the trade by shoving a bunch of TCs into decks. I guess that's what I get for not reading the forums on a more regular basis. Sigh. While this is very annoying, the cards are probably not worth the effort of dealing with customer support.

Anyway, this is definitely happening and is definitely reproducible. According to Sparck's earlier post, Ravino's specific ticket is being looked into, but is the bug being looked into?

I've reached out to our customer support team and they are looking into the ticket that's been mentioned here.

Sparck, can you confirm it's logged as a bug and slated to be fixed? This is a major issue. Thanks.

[steMoGsteL]

I think we're gonna need a bigger boa- er spellbook!