Sideshow Bob

Would have thought it would be much easier to get results based on my personal experience.....

I had 500-600 donuts vanish when the Buck update hit, so I emailed my receipt of purchase and stated what had occurred. Basically I figured I was out of luck but wanted to try to get help. It was basically just my scouts honor they had to go by lol. But within the 72 hours I was emailed a very simple reply apologizing for what had happened and was credited 600 donuts. No phone calls or haggling just fixed it. Issue resolved.

Now, you'd think they could get a free character into your game?.....

@fastshadow2 Unreal. You might have received the worst "support" yet! :D I just don't understand why they have to flat-out lie to us. It's becoming increasingly clear that maybe 5% of these reps have even basic knowledge of the game, let alone this very common problem (which several reps have admitted to me to be common and even their scripted written response describes as a quest that is "often" reported as stuck).

Out of curiosity, what level is your crawl town? Christian B. (the one tech who I was talking to when I dropped signal after seemingly making some progress) told me that my call would be prioritized since my town is level 939. I wonder if this is true. Does the Studio Group prioritize behind the scenes based on game level (and perhaps other things like money spent)?

"chadstraus97;c-1879786" wrote:
@fastshadow2 Unreal. You might have received the worst "support" yet! :D I just don't understand why they have to flat-out lie to us. It's becoming increasingly clear that maybe 5% of these reps have even basic knowledge of the game, let alone this very common problem (which several reps have admitted to me to be common and even their scripted written response describes as a quest that is "often" reported as stuck).

Out of curiosity, what level is your crawl town? Christian B. (the one tech who I was talking to when I dropped signal after seemingly making some progress) told me that my call would be prioritized since my town is level 939. I wonder if this is true. Does the Studio Group prioritize behind the scenes based on game level (and perhaps other things like money spent)?

939 but i know how to get there quickly, we started the crawl last January or February and ended in may(ish) but started the town back up a couple months ago. i missed christians call and had to request a another call, didn’t expect a call back in less than a min. they didn’t ask level

And I assume they have already marked your case as resolved?

I don't think level has anything to do with it... bit shocked they said that :o

"chadstraus97;c-1879786" wrote:
@fastshadow2 Unreal. You might have received the worst "support" yet! :D I just don't understand why they have to flat-out lie to us. It's becoming increasingly clear that maybe 5% of these reps have even basic knowledge of the game, let alone this very common problem (which several reps have admitted to me to be common and even their scripted written response describes as a quest that is "often" reported as stuck).

Out of curiosity, what level is your crawl town? Christian B. (the one tech who I was talking to when I dropped signal after seemingly making some progress) told me that my call would be prioritized since my town is level 939. I wonder if this is true. Does the Studio Group prioritize behind the scenes based on game level (and perhaps other things like money spent)?

A huge amount of support staff just work in a call centre supporting multiple games and simply follow an on screen script, they have absolutely no knowledge of the game at all ( unless you happen to connect to one that actually plays themselves) all they are told to do is follow on screen instructions and not to deviate from them, if they can't solve the issue quickly get rid if the caller by any means and move on to the next call.

"0Brooders0;c-1879803" wrote:
I don't think level has anything to do with it... bit shocked they said that :o

Well i can see on certain items. "SSB shows up after a level up" can't level up in the traditional sense anymore. Might be something about it. Maybe can't be triggered at 939. Not sure.

"hatchet669;c-1879832" wrote:

"0Brooders0;c-1879803" wrote:
I don't think level has anything to do with it... bit shocked they said that :o

Well i can see on certain items. "SSB shows up after a level up" can't level up in the traditional sense anymore. Might be something about it. Maybe can't be triggered at 939. Not sure.

I read @0Brooders0 to mean that your level generally has nothing to do with how quickly/slowly they work to resolve your case - I would tend to agree, and found this comment shocking too.

That said, I think @hatchet669 is right that level played a role here. Although I think I've seen reports of getting SSB after level 939, I do think there's more support for the quest being stuck if you've played about 900 levels after the questline should've triggered and it still hasn't versus, for example, if I was at say level 40. Maybe in that sense they treat my claim of a stuck quest as more believable. Who knows?

I decided the 72-hour deadline had passed (even though it hadn't been 5 business days like one tech said), so I'd call again. Summary of two more calls:

#1 - Completely useless. Filed case as "Technical support - game progress issues" to go straight to the tech team (Tier 1). Tech spoke broken English with a very heavy accent (I point this out because these are the people to whom calls from the US are specifically directed - that's why you can only request a call during certain hours). Sat on hold for 15 minutes while Tech allegedly spoke to a "specialist" (Tier II). Apparently, the specialist said that the case had already been referred to them and they needed more time. I told the tech that I had already waited more than 72 hours, which many techs had said was the deadline (recall, one tech said 24 hours and other players have reported getting resolutions in less than 20 minutes). He just kept saying they needed more time and refused to give me a timeline. I asked for a supervisor. He put me on hold for another 15 minutes before coming back and saying the supervisor said to give the specialists more time. I asked for the supervisor again and asked if he was hiding from talking to me. The tech said he had done "everything required" and hung up on me.

#2 - Completely useless. Essentially like the first call, with about 35 minutes on hold between the supposed "specialist" conversation and then "getting the supervisor" (who never appeared). The only difference was this call dropped almost immediately after he returned to say the supervisor said to give them more time. The drop was very clearly NOT on my end because I was sitting at home (completely still) with a clear signal and the phone's "bars" never changed (I was looking right at it when the call dropped). I did not receive a call back (which I did receive the one time it was actually a problem on my end).

I will be calling again tomorrow and, frankly, every weekday until this is resolved. EA underestimates how much time I spend sitting in rush hour traffic. :D That said, I am going to stop with such frequent updates unless I have something truly useful to share to help others.

I forgot the most ridiculous part of call #1 - Apparently, the supervisor told the tech to tell me that, as a result of my call, he would be coaching the tech team NOT to give callers a timeframe for when an issue should be resolved! So, I guess we're all supposed to just sit back and accept glitches and bugs????