What other channels to complain Pokemon Support

[PangDiamond]

Recently I experienced some serious bug issues on rescue stretchers and pal pad.  However, without public announcements, I used my own built deck (my only deck which can possibly fight along with higher chance of winning facing those "expensive" decks) and got "frozen" screen, losing turns of attack and even those close to winning matches in ladder mode.

 

I wrote to Pokemon support, politely demanding for check, and claiming (as the right of consumer who really spent on the game) corresponding compensation should the issue is solely due to bugs and failure of information to players, given I spent quite some hours within the few days, trying every method I can (e.g. reinstallation, re-building the deck, trying different decks as well), of which the issues persisted, making me losing stacks of winning games (and so waste of time).  I do think it is legitimate to my rights to ask for compensation, no matter how small it is.  It is all about customer experience and satisfaction.

 

To my regret, the 2 staff of Pokemon support are being very unhelpful, spending few days to get back to my first message, and that confirmed the responsibility was on technical team.  I then asked for corresponding compensation but what I got was "you are not entitled to with this nature", which led to my next question of "by what nature customers shall be compensated".  Funny enough, the 2 staff did not provide any explanations, but still insisted me to look for answers of the bug fix in forum.  Worst still, the 2 staff even copied the whole of the first staff's message to reply me, and saying the case is closed and thus, "solved".

 

I just wonder what on earth can this sort of customer service exists.  It was first being unhelpful, then being impolite, and eventually triggered my anger.

 

As Pokemon support is no longer a reliable channel to complain, I have no choice but to first create a post seeking advice here.  I would like to know a proper channel of which I can report the whole case backed by conversation history as supporting document.

[SKBellmore]

Geez... I’ve heard of bad experiences with TPCi support before but this? 

[Sakura150612]

Unfortunately, that is the only official channel. You're free to make a public complaint either here, reddit or any other playform, but there is no guarantee that they'll get to you any faster or obtain a response that's more useful than what you've already been told in the support portal.

 

However, regarding compensation, it's exactly as they said; you're not entitled to compensation. For starters, the TCGO (not the physical TCG) doesn't really have any customers. It's completely impossible to spend real money in this game (buying codes from a 3rd party doesn't count).

 

Even if you do buy packs yourself, the code that comes with it only entitles you to receiving a virtual booster pack. You could ask for compensation if a freshly pulled code didn't work, but if you can successfully redeem the code then they've already done their part and have no obligation to give you anything else (and that's not to mention that most, if not all, of the money you spend on a pack is for the physical cards, which doesn't really make you much of a customer of the TCGO, but I digress).

 

This means that if you're simply dissatisfied with the functioning of the game, you are in fact not entitled to compensation of any sort. Sometimes, when there are major downtimes or other major problems, the users are given a free pack or two, but that's entirely up to the staff and they are under no obligation to do it.

 

That's just how the cookie crumbles. Don't expect to receive compensation no matter what means you use to file a complaint. I agree that the game has been quite a buggy mess as of late, but they're not wrong when they say that you aren't entitled to compensation.

Edited June 18, 2019 by Sakura150612

[PangDiamond]

Thanks Sakura

 

I am not sure if you are one of the advanced players or in fact a staff, but your lengthy reply does address at least one of my demands.

 

As explained earlier, I am not asking compensation of anything big e.g. spending real money for packs and thus for codes.  However, there are 2 things I am dissatified:

 

1. Their attitude and response: It is all about customer service, why didn't they explain as you did, but used impolite means on customers

2. Their rule and duty: I do not expect they are technical staff as to me support is more or less customer service.  Whether I can successfully redeem the code is of course an issue they shall react, but I somehow do not agree "they've done their part", irresponsible but if this is their rule, I only feel there is no CS

 

In fact i would say this is a major downtime to me, as of today, my issue still persists.  I would say I am fair, just and logical to ask for compensation.

 

It is also their attitude to try forcing a close of case, but you see, problem is still there.

[Sakura150612]

You're welcome, glad to be or service I'm actually just a regular user though. I've simply spent way too much time in this game and its forums (mostly just the forums).

 

The thing with the TCGO and customer service is that, as I mentioned earlier, they don't have much of any customers. The TCGO was designed as a simple way to test decks (which you would presumably then use in real life tournaments), and perhaps as a way of boosting physical sales among casual players. Their main business and the one that really rolls in the cash is the physical game. I don't know to what extent that affects the speed and quality of the support given to the TCGO users, but it might at least in part explain it.

 

Honestly, considering how gems (a Canada-exclusive currency used to buy special promo cards and gameplays) were removed from the game as opposed to expanded worldwide, it's very likely that the TCGO simply fails as a stand-alone business and has thus been relegated to being a mere bonus to the physical game.

 

This doesn't excuse rude or impolite responses from the support team of course. This would merely explain why such few resources are allocated to improving the TCGO experience, including player support. So, even if it isn't the most desirable state of affairs, we don't have much of an option besides making do with what we have.

 

I understand your frustration, but based on my experience they rarely offer particular compensation for this sort of thing. I believe that they do refund tickets lost in events that you lose due to major issues on their end (such as server crashes), if you make an appeal. Other than that, they sometimes give free packs when server maintenences last significantly longer than planned (for example, once we had a maintenence last more than 24hrs, and upon going live players were given around 4 tradelocked packs). However, when the game is mostly playable but a few cards are broken (unforunately por people who only play said cards) they don't really offer compensation.

 

The TL;DR is that they probably don't have too many incentives to spend more time in the TCGO than what's strictly necessary to achieve it's main objective. Of course, it would be nice if the support team were more efficient, but that might simply not happen and there isn't a whole lot we as TCGO users can do about it.

[XK920XK]

5 hours ago, PangDiamond said:

Recently I experienced some serious bug issues on rescue stretchers and pal pad.  However, without public announcements, I used my own built deck (my only deck which can possibly fight along with higher chance of winning facing those "expensive" decks) and got "frozen" screen, losing turns of attack and even those close to winning matches in ladder mode.

 

I wrote to Pokemon support, politely demanding for check, and claiming (as the right of consumer who really spent on the game) corresponding compensation should the issue is solely due to bugs and failure of information to players, given I spent quite some hours within the few days, trying every method I can (e.g. reinstallation, re-building the deck, trying different decks as well), of which the issues persisted, making me losing stacks of winning games (and so waste of time).  I do think it is legitimate to my rights to ask for compensation, no matter how small it is.  It is all about customer experience and satisfaction.

 

To my regret, the 2 staff of Pokemon support are being very unhelpful, spending few days to get back to my first message, and that confirmed the responsibility was on technical team.  I then asked for corresponding compensation but what I got was "you are not entitled to with this nature", which led to my next question of "by what nature customers shall be compensated".  Funny enough, the 2 staff did not provide any explanations, but still insisted me to look for answers of the bug fix in forum.  Worst still, the 2 staff even copied the whole of the first staff's message to reply me, and saying the case is closed and thus, "solved".

 

I just wonder what on earth can this sort of customer service exists.  It was first being unhelpful, then being impolite, and eventually triggered my anger.

 

As Pokemon support is no longer a reliable channel to complain, I have no choice but to first create a post seeking advice here.  I would like to know a proper channel of which I can report the whole case backed by conversation history as supporting document.

so what kind of compensation were you expecting to get?

 

if you didnt know, its right in the terms of use, they dont compensate, even for people who spent irl money on gems. the only time ive ever heard of them compensating anyone was before the terms of use was last updated, they gave like 10 locked packs to someone who got their account hacked (not tpci fault, it was players own fault) but its since been updated.

[Sakura150612]

6 minutes ago, XK920XK said:

 

if you didnt know, its right in the terms of use, they dont compensate, even for people who spent irl money on gems.

I should have probably mentioned this in my reply, but this is in fact the case. This is the reason why offering compensation is entirely up to them, and why they rarely do it save for very specific circumstances (such as a 24+ server downtime, and even then they'll only do it if they feel like it).

[PangDiamond]

Thanks both and in particular Sakura again.

 

Somehow I heard of the gem removal incident but I was unaware it was related to your mentioned that TCGO is mainly for the purpose of testing of decks.  It certainly could boost sales of physical packs but yes it is not their mainstream of income.

 

And thanks for pointing out in all cases, TCGO is still in operation and that players shall be supported, my frustration mainly lies on the fact that I was treated badly (at least from a customer point of view).

 

To reply XK920XK, I would say the fault is solely theirs given it is a technical failure after the 12 Jun update, it remains unsolved but they forced my ticket update to "solved".  Also, as explained in my first message, I didn't even ask for anything like packs and well, I do not think something like 100 coins are anything to them, you can earn it yourself easily fast.  The point is their attitude appearing on their high ground referring me to forum for solution/ updates.  I do not judge it is after their updates on terms of use that they rarely provide compensation since then.  I would rather keep my view that in all cases, given lack of support (maybe financially) to this platform, terms of use etc. are updated in a way that do not enhance player experience.

 

And yes, I would say it is a very specific circumstance to me, given it is more than 24 hours, in fact nearly a week, that my deck is still experiencing the same issue.  Well, I cannot argue whether offering compensation is entirely up to them, but as stressed, it is also the right of players, also as customers, to ask for it, and I want to express so as I do not think my case is a fair treatment.

[critler]

Did you ever resolve the technical problem that was causing the crashes? That sounds like there could be a problem with your device or the software. All you have lost is time, which you spent voluntarily. They can't completely control that outside of taking your bug report and trying to fix the technical problem. I don't see how compensation of coins even enters into the equation for a technical glitch? 

[PangDiamond]

I tried to uninstall and reinstall the program, remove and recreate the deck, all sort of things I can do.  The issue persists.

 

And you know what, they didn't even refer they will contact me for bug fixing, nor the time required to fix the bug.  So tell me, is this a responsible support team?

[PangDiamond]

Please do get me right, it is not only a technical glitch but also the overall user experience dealing with these irresponsible and poor skill staff.  How can you not angry on this?

[Mod_Jynthu]

Hello PangDiamond,

 

I am very sorry to hear that you were unhappy with your experience with the support team. I have forwarded your comments to the correct department for further review. 

 

Our development team is aware of this issue. We sincerely thank you for your patience while the development team works to resolve this and other known issues. I am not able to provide details on the progress of the development team or provide an estimate for when this can be expected to be resolved.

 

While I understand your frustration with the issue with the recent bugs and any matches lost due to this bugs, we are unable to offer compensation.

 

Thank you again for your patience and understanding.

[PangDiamond]

21 hours ago, Mod_Jynthu said:

Hello PangDiamond,

 

I am very sorry to hear that you were unhappy with your experience with the support team. I have forwarded your comments to the correct department for further review. 

 

Our development team is aware of this issue. We sincerely thank you for your patience while the development team works to resolve this and other known issues. I am not able to provide details on the progress of the development team or provide an estimate for when this can be expected to be resolved.

 

While I understand your frustration with the issue with the recent bugs and any matches lost due to this bugs, we are unable to offer compensation.

 

Thank you again for your patience and understanding.

 

Thanks moderator for your assistance forwarding this for further review.

 

As for the bug, interestingly I did not find any mentioning of "rescue stretcher" or "pal pad" in the announcement section, could you double confirm if this issue is well informed?

 

Yes it is a great disappointment to your server maintenance, my experience was smooth and pleasant until your 12 Jun update.

 

 

[Mod_RedDragon]

On 6/20/2019 at 8:12 AM, PangDiamond said:

 

Thanks moderator for your assistance forwarding this for further review.

 

As for the bug, interestingly I did not find any mentioning of "rescue stretcher" or "pal pad" in the announcement section, could you double confirm if this issue is well informed?

 

Yes it is a great disappointment to your server maintenance, my experience was smooth and pleasant until your 12 Jun update.

 

 

Hey there!

 

It looks like this bug was added to the Known Issues page here, but should now be resolved. If you are still running into an issue, please let us know.