For anyone who has lost shards - I contacted iTunes and was issued $75 in refunds for my purchases, immediately, when I reported the issue and pointed them at this thread
I been experiencing same issues since I started 2 1/2 weeks ago.
Yesterday, spent close to $300 hoping to acquire Kylo Ren shards..
One of my first 8x pulls was 3 times Fisto. .10,10,25.. well, I was only awarded 10 shards.. not to mention on all other characters how many times I also got "jipped"..
On another note, the Kylo Ren odds are not so great.. I did exactly 21 times 8x pulls.. and guess what.. out of 168 rewards I only once received 13 shards of him.. 1 out of 168.. that isn't "best odds" I understand the luck factor, but EA be honest to tell us what.in % are those "boosted" odds.
So EA Support replied me....asking me to post in the forum. The EA Mod here doesn't even dare to reply to us...whats the point? I feel so like pressing the refund button for all the money pumped in but I like this game so am probably gona stick around first and see if they can provide some form of solutions. It is unfair when we could have star our characters much early but due to this glitch, we can't.
Greetings
Thank you for contacting Electronic Arts Customer Experience.
I sincerely apologize for the inconvenience caused.I have gone through your email and found that you are facing some issues with your game SWGOH.
I have also consulted this case with one of our specialist and she says unfortunately for this issue we are unable to add back the shards. I know this can be upsetting for you. I will make sure to forward the same to our concern department.
You can however report this at the official forums, so that the moderators and Game experts can take a note of it and investigate this further.
Further, please post your query on the official forums at:
Moreover, we've created EA’s new Answer HQ. It’s a community initiative to have players share their gaming experience with other players. Please refer:
Believe me, the moderator team is however collecting data from the community and are examining solutions if they determine enough customers have the problem and the problem is technically addressable with a patch, or if a work around is possible.
We at EA customer service make every attempt to resolve each issue, but sometimes a resolution is simply not possible due to problems beyond our control. For your inconvenience, please accept my personal apology that this problem has negatively affected you.
I hope the above information helps. I apologize for not being able to address it personally, however, please let me know, if there is anything else that you need assistance with, I'll be glad to help.I request you to please update on the same email (21542192) so that we can provide you a higher level of support.
You have mentioned previously you were investigating support redirecting customers here @EA_Jesse. Have you any feedback?
Statements like this are a joke:
"We at EA customer service make every attempt to resolve each issue, but sometimes a resolution is simply not possible due to problems beyond our control. For your inconvenience, please accept my personal apology that this problem has negatively affected you."
Who on earth is controlling this game of not EA or CG??
And what relevance does a personal apology have? Who is paying these peoples salary?
Both of these statements contradict the opening of the paragraph.
This happened to me too, opened multiple packs and received duplicates but it doesnt add to total characters. It will be 10 Leia shards then another 10 then another 10 but it doesnt add up to 30 instead just the initial 10. Contacted Ea and Itunes, hoping for a response. I also noticed its not for every character too.
Goodfella (ally code) - 989-449-915 Only add me if you play daily like me
This happened to me too, opened multiple packs and received duplicates but it doesnt add to total characters. It will be 10 Leia shards then another 10 then another 10 but it doesnt add up to 30 instead just the initial 10. Contacted Ea and Itunes, hoping for a response. I also noticed its not for every character too.
Let us know the answers you get if you don't mind... Interested to read their replies
At the very least they should remove the 4 and 8 packs from sale (because this is where the issue occurs) and let people buy single chromium packs at the same value as the 8's... It shows their mindset that the devs and EA have to know by now that there is a really bad issue, yet the packs not only remain on sale, but are being promoted heavily
And to add some constructive feedback: I think this bug occurs on characters where the shard count takes them up to an upgrade, at least in my case it's always occurred on a character where the first set of shards has pushed them past the shard update level.
Can anyone else confirm this? Or do you see it happening on all characters, regardless of whether you have hit the shard limit for that level?
And to add some constructive feedback: I think this bug occurs on characters where the shard count takes them up to an upgrade, at least in my case it's always occurred on a character where the first set of shards has pushed them past the shard update level.
Can anyone else confirm this? Or do you see it happening on all characters, regardless of whether you have hit the shard limit for that level?
My experiences were too early to remember enough details, but it was with Bronzium full hero drops, a chromium 4 pack, and the starter bundles I have experienced missing shards.
Short term fix could be to just disable duplicate characters for any pack purchases? I can confirm the same issues for Qui Gon, Leia, Cad Bane, FOTP, Aalya (a bunch more, you get the idea, lol). It doesn't work anyway so stop giving out duplicate characters. It is super annoying getting character shards and then also a big unlock for the same character at the end only to see the initial 10 shards only afterwards...
Short term fix could be to just disable duplicate characters for any pack purchases? I can confirm the same issues for Qui Gon, Leia, Cad Bane, FOTP, Aalya (a bunch more, you get the idea, lol). It doesn't work anyway so stop giving out duplicate characters. It is super annoying getting character shards and then also a big unlock for the same character at the end only to see the initial 10 shards only afterwards...
That would suck.
Good to know about not getting the full character after getting shards in the same multipack. That is something that can be noticed and screenshots taken as evidence for EA.
I hope someome reading this gets this oppertunity.
If you see shards and a character unlock in the same bundle take a screen shot, and then if the character hasn't been unlocked it is obvious and doesn't require taking screen shots prior to opening packs to see the difference.
Short term fix could be to just disable duplicate characters for any pack purchases? I can confirm the same issues for Qui Gon, Leia, Cad Bane, FOTP, Aalya (a bunch more, you get the idea, lol). It doesn't work anyway so stop giving out duplicate characters. It is super annoying getting character shards and then also a big unlock for the same character at the end only to see the initial 10 shards only afterwards...
That would suck.
Good to know about not getting the full character after getting shards in the same multipack. That is something that can be noticed and screenshots taken as evidence for EA.
I hope someome reading this gets this oppertunity.
If you see shards and a character unlock in the same bundle take a screen shot, and then if the character hasn't been unlocked it is obvious and doesn't require taking screen shots prior to opening packs to see the difference.
Lol, I should clarify that I had the character already but only got the 10 or 12 shards instead of what should have been 20+ shards to help promote them. I wouldn't be surprised if this did happen though. I even had one pull with 3 Ugnaught (2 shards and 1 unlock) and only got 12 shards (instead of the 30+), this was one case I didn't care though other than it being just an awful draw... Haha.
I do see tons of screenshots from my friends with duplicates though, either fix it or disable duplicate draws!
I've bought several 8x packs as well and the shards don't come in when you get repeated character in the same pack. I've alerted iTunes and have an open ticket with EA- waiting on response from SWGOH team.
I have finally given up on hearing from EA. I contacted iTunes and they walked me through what to do.
Go to
Reportaproblem.apple.com
Sign in with your iTunes account you will see all the charges and then click on report. Fill out description.
Of all the purchases I have made for this game, there was already a refund on one of the packs I purchased. Now just waiting for the other 11, $20 worth.
The lady I spoke with is also sending in a request herself. I was the 3rd person that she heard from today about this same issue.
This JUST happened to me, pulled an 8 pack of Chromium. Leia was at 10 shards. She gained 10, taking her to 20. Then she gained another 10, but instead of going from 20 to 30. She went from 10 to 20 again.
Same wih Boba Fett, I got two Boba Fett Characters. He had 42 shards. Gained 25 and went to 67. then 25 again, but instead of going from 67 to 92 shards he went from 42 to 65 again.
ALL IN ONE PACK. This is absolutely outrageous given the vast cost of this purchase. I demand this to be resolved immediately!
I did a test today in the interests of helping devs figure this out. Screenshotted all my characters before purchasing a pack, then screenshotted the results of the pack, and then the shard count at the end
In this case, I was awarded mostly Kit Fisto shards and a full Kit Fisto unlock. I already had Kit Fisto, and pre-purchase, I saw that his shard count was 5/25. The chromium packs awarded me 3 sets of 10 shards, and a 15 shard bonus for the unlock. During the unlock process, when I clicked on the first Kit Fisto shard award, his shard count was instantly displayed as 50/25, since the game had added all shards together and displayed the whole total, rather than the incremental total as I clicked on each shard. I believe this is the visual bug that @EA_Jesse was referring to.
In this particular case, I was awarded shards correctly following an 8 pack Chromium purchase. However, I still maintain (and still have screenshots to prove) that I did not get the correct shard awards for Royal Guard and Tie Pilot. The visual bug certainly does not help in this regard, and I believe there are still issues relating to certain characters and the applying of shards.
Although it's a painful process, it would be great if everyone who is following this thread could follow the same process of screenshotting their shard counts before and after purchases. I'm sure there is an issue but it's hard to prove when you have to shell out $20 per time to test it, and risk losing shards...
Replies
This is horrible that it's being blamed as a display issue.
Yesterday, spent close to $300 hoping to acquire Kylo Ren shards..
One of my first 8x pulls was 3 times Fisto. .10,10,25.. well, I was only awarded 10 shards.. not to mention on all other characters how many times I also got "jipped"..
On another note, the Kylo Ren odds are not so great.. I did exactly 21 times 8x pulls.. and guess what.. out of 168 rewards I only once received 13 shards of him.. 1 out of 168.. that isn't "best odds" I understand the luck factor, but EA be honest to tell us what.in % are those "boosted" odds.
Make sure your account is linked to Facebook! What the..?
Guild: Fear The Boot
Greetings
Thank you for contacting Electronic Arts Customer Experience.
I sincerely apologize for the inconvenience caused.I have gone through your email and found that you are facing some issues with your game SWGOH.
I have also consulted this case with one of our specialist and she says unfortunately for this issue we are unable to add back the shards. I know this can be upsetting for you. I will make sure to forward the same to our concern department.
You can however report this at the official forums, so that the moderators and Game experts can take a note of it and investigate this further.
Further, please post your query on the official forums at:
https://forums.galaxy-of-heroes.starwars.ea.com/
Moreover, we've created EA’s new Answer HQ. It’s a community initiative to have players share their gaming experience with other players. Please refer:
http://answers.ea.com/
Believe me, the moderator team is however collecting data from the community and are examining solutions if they determine enough customers have the problem and the problem is technically addressable with a patch, or if a work around is possible.
We at EA customer service make every attempt to resolve each issue, but sometimes a resolution is simply not possible due to problems beyond our control. For your inconvenience, please accept my personal apology that this problem has negatively affected you.
I hope the above information helps. I apologize for not being able to address it personally, however, please let me know, if there is anything else that you need assistance with, I'll be glad to help.I request you to please update on the same email (21542192) so that we can provide you a higher level of support.
Statements like this are a joke: Who on earth is controlling this game of not EA or CG??
And what relevance does a personal apology have? Who is paying these peoples salary?
Both of these statements contradict the opening of the paragraph.
Guild: Fear The Boot
Goodfella (ally code) - 989-449-915 Only add me if you play daily like me
Let us know the answers you get if you don't mind... Interested to read their replies
Guild: Fear The Boot
Can anyone else confirm this? Or do you see it happening on all characters, regardless of whether you have hit the shard limit for that level?
Guild: Fear The Boot
Good to know about not getting the full character after getting shards in the same multipack. That is something that can be noticed and screenshots taken as evidence for EA.
I hope someome reading this gets this oppertunity.
If you see shards and a character unlock in the same bundle take a screen shot, and then if the character hasn't been unlocked it is obvious and doesn't require taking screen shots prior to opening packs to see the difference.
Guild: Fear The Boot
I can't figure out how to upload the pictures
Edit:
Disregard I didn't get doubles like I though I did.
Lol, I should clarify that I had the character already but only got the 10 or 12 shards instead of what should have been 20+ shards to help promote them. I wouldn't be surprised if this did happen though. I even had one pull with 3 Ugnaught (2 shards and 1 unlock) and only got 12 shards (instead of the 30+), this was one case I didn't care though other than it being just an awful draw... Haha.
I do see tons of screenshots from my friends with duplicates though, either fix it or disable duplicate draws!
Go to
Reportaproblem.apple.com
Sign in with your iTunes account you will see all the charges and then click on report. Fill out description.
Of all the purchases I have made for this game, there was already a refund on one of the packs I purchased. Now just waiting for the other 11, $20 worth.
The lady I spoke with is also sending in a request herself. I was the 3rd person that she heard from today about this same issue.
Guild: Fear The Boot
Same wih Boba Fett, I got two Boba Fett Characters. He had 42 shards. Gained 25 and went to 67. then 25 again, but instead of going from 67 to 92 shards he went from 42 to 65 again.
ALL IN ONE PACK. This is absolutely outrageous given the vast cost of this purchase. I demand this to be resolved immediately!
Imgur Gallery of Shard Awards here
In this case, I was awarded mostly Kit Fisto shards and a full Kit Fisto unlock. I already had Kit Fisto, and pre-purchase, I saw that his shard count was 5/25. The chromium packs awarded me 3 sets of 10 shards, and a 15 shard bonus for the unlock. During the unlock process, when I clicked on the first Kit Fisto shard award, his shard count was instantly displayed as 50/25, since the game had added all shards together and displayed the whole total, rather than the incremental total as I clicked on each shard. I believe this is the visual bug that @EA_Jesse was referring to.
In this particular case, I was awarded shards correctly following an 8 pack Chromium purchase. However, I still maintain (and still have screenshots to prove) that I did not get the correct shard awards for Royal Guard and Tie Pilot. The visual bug certainly does not help in this regard, and I believe there are still issues relating to certain characters and the applying of shards.
Although it's a painful process, it would be great if everyone who is following this thread could follow the same process of screenshotting their shard counts before and after purchases. I'm sure there is an issue but it's hard to prove when you have to shell out $20 per time to test it, and risk losing shards...