This section is for DISCUSSIONS ONLY
You can report bugs/issues in the 🛠 Technical Support corner.
Scopely you have a support problem.
I'm not sure how exactly I should word this but it needs to be made. Let's give a bit of a back story I bought the starter pack off of the web portal, it made it to my inbox but never actually got credited to my account even though I was charged. Now before you get an itchy finger and close this I've taken the steps to have it resolved through the appropriate channels and this isn't about getting that fixed as I'm playing the waiting game there and hoping it gets resolved. This post is about the experience to even get some movement on the issue, I'm not asking for it to be fixed through here just to be clear. I'm a programmer/helpdesk manager myself so I'm speaking from experience here. Your support is by far and away the worst I've ever dealt with basically I get bounced between Xolla and Cs with neither actually resolving the issue. The issue becomes here is how many others get this run around and become so frustrated they leave they simply give up. Simply give up on their money, simply give up dealing with you guys in general because they can't get a simple issue resolved (Programming 101 suggests you have a flag that can see if an item has been purchased when it's a limited quantity). Not to mention after not getting a resolution through Xolla or Support we have this forum where issues are supposed to be brought up the discussion is auto closed with the player being told to go through support and support still does nothing to help. So I ask again what exact recourse does the average player have? Who or what are we supposed to contact when the channels we are supposed to use won't help? This is the single biggest frustration a lot of players have with this game. I also pose this rhetorical question if it's happened to me how many others has it happened to and instead of wording things in a way to lay out the issue they simply just give up or get so (understandably) mad they lose the ability to speak coherently? If you've read to this point thank you as I'm not sure if this will be automatically closed or not but this is a discussion that needs to be had.
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Agreed scopely customer support is horrible, they wont even listen to you. I know from experience xsolla wont help you because it made it to your inbox, which becomes a scopely peoblem at that time. Hope this thread somehow helps this get resolved
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Coyote has been a top player in this community for as long as I’ve known about this game, so I would take his complaints very seriously if I were you guys. The wildly inconsistent experience with ticket resolution is a real problem. Sometimes you get things resolved in one or two messages, other times you get lazy and inaccurate “copy and paste” responses or even worse you get your ticket closed by the agent without your issue actually being resolved. Giving loyal players like Coyote a reliable way to quickly get issues resolved seems like a smart business decision to me.
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Yes the combined support between both Scopely and Xsolla is the worst to the point to where I have disputed my Xsolla charges with my bank and disabled from making purchases from the portal as a result. I am at my limits with Scopely’s support copying and pasting useless scripted messages and just closing tickets without providing any kind of resolution.
The amount of times I see:
“I'll also close your ticket for now. This doesn't mean that the issue is already fixed, and I assure you that we'll proceed with the investigation after we close this ticket. Please feel free to send us a new message if you run into anything else in-game.”
Is becoming too redundant.
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100 percent agree, we the players get the run around all the time when it comes to trying to get something straightened out. Needs to be addressed ASAP.
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Customer service is horrible. You wait forever for a response and you basically have to take their word for it that you received rewards. I have even gotten rewards that were for the mlc AFTER the end of the mlc. What good does that do me.
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The copious amount of time i have reached out to scopely customer service to only get the infamous copy and paste run around. To put it in perspective i had one day where your servers crashed on me consistently all day killing off various people, i STILL HAVEN'T got the tech cena from the faction vault because the game froze and had "internal error". I haven't heard from customer service since many months ago and even then it was all copy anf paste answers with either:
No clear direction on a resolution, no real time frame for when or if these issued will be resolved.
Scopes cs is a joke at this point i can't even get a response now a days.
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My feelings exactly! I've been in the exact same situation dealing with support and just like the Coyote said I've quit and walked away from items I purchased as well as the money spent and it's sickening when I think about how many times it's happened.
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I have also had continued bad experiences with support as well. My biggest complaint is wild inconsistency. Having to ask for support on a topic multiple times just to get a proper resolution is ridiculous. At least when Daniel was there we had an outlet to get things resolved. Side note its pretty damn sad to have to know who the former support lead was because issues are not being handled correctly.
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I've had good experiences with support, but some terrible ones also.
In defense of support, I've seen countless examples of aggressive, abusive, and often incoherent messages demanding 'compensation' which is in no way appropriate for their issue. This is unhelpful to support and other players as it causes backlogs of worthless tickets.
On the other hand, I've seen many long-term players who have invested a lot of money into this game have genuine issues such as not receiving items they paid for. Too often, the 'support' received was a real disappointment. This is unacceptable.
Looking from the outside in, 2 improvements need to be made.
- Support needs more education and information about what's happening in the game. They are often confused about issues affecting the entire community. When issues are flagged, I would like to see both players and support clearly and quickly informed about the issue and how it can be fixed.
- Some kind of priority support queue should be implemented. I have seen players wait weeks to receive items that they paid for, by which point the items are no longer of any use. Receiving a jump-start pack halfway through the MLC or loot coins when the loot is no longer live is really poor. These tickets should be prioritized, and resolved in one response.
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This one is very near and dear to my heart after a recent issue I had with support. Last month about 10 days out, I noticed I could not max the tour perks. I reached out for support with the necessary documentation and asked for them to review that I did in fact receive all of my milestones. I was assertively told no by Luna. I then challenged that assertion and asked for a supervisor. I was not granted my wish. My ticket was closed. I then reached out for support knowing something was not right.
Not to pat myself on the back, but I pride myself in maxing the MLC each month early and often and felt something was wrong so I refused to settle. I then resubmitted my ticket hoping for some luck. Unfortunately I drew the short straw of getting Luna a 2nd time… although with a much better result.
This is a great example of a “mistake”, but being refused a supervisor and then having to go through the painful process of resubmitting a ticket to be told I am right truthfully is frustrating. By the way, I then was awarded the props you see mentioned in the screenshot after another ticket although Luna “saw no records”.
Support should not be closing tickets when they feel like they are “completed” unless it’s something simple like a request for HP. There are too many bugs and issues with the game to simply empower them them to close things when they see fit.
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The team is aware of support problems. That said the forum staff have no access to your account and the forum is not designed for help with in game issues that's why your post was closed and you were redirected to people who can help.
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While I'm sure they are aware and I can't pretend to know all of the details of what is said behind closed doors and such I've been playing this game myself for over 4 years and we've heard it's being addressed and not much changes on our end. Now my issue personally wasn't that the other thread was closed by the mods because I do understand where you are coming from there. The underlying issue is that 99% of the player base in the same situation really have no way to escalate an issue or any way to get an issue resolved when they are constantly being bounced back and forth unless they get lucky and actually get an agent who legitimately tries to help em.
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henry dan285688
881d42211ac744ce9931183085faee44
My problem is that when I log in and get the daily 10 TP bag I claim the bag and it shows that I claimed it but it doesn't show in the locker it's been like that for like 4 weeks.
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please contact in game support.
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Customer support is a complete and utter joke, I even wrote to Daniel Freireich, who is the UK director for Scopley, to have a value of 3.5billion and not even have a customer support phone number or live chat is shameful, stagger Lee is just plain blunt and rude and if I was his line manager I would be firing him. We all understand things go wrong, but when you don't do anything to help customers who have game issues yet bang out new stars every week its a micky take. Please please scopely get a decent support network you are driving players away, oh and by the way I'm a pay to play player and have spent over a thousand pound over three years so it proves you don't care about any of your customer base.
**edited for content by DKmangler**
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