besides.. Alot of players might not come to the forums so they probably wont know. I agree a rollback is a good suggestion unless EA can come out with something better to compensate players that use real money.
Just got an email from EA about my complaint. This is two weeks after my initial ticket, them closing it without an answer, and me having to re-open it.
"Hi. My name is Will and I'm with the Specialist team at EA. I'm sorry for the amount of time it has taken for us to respond this case. Our holiday queue is rather huge right now.
I'm sorry to report that the Star Wars Galaxy of Heroes has a known display issue that the SWGOH team is investigating: "When a player gets shards for a character from multiple pulls in the same bundle pack, the display shows a running total of shards for each pull, instead of the amount gained from each pull separately."
So, what you're seeing with the 12 and 12 or the 10 and 10 should actually be showing as 6 and 6 for a total of 12 combined or 5 and 5 for a total of 10 combined. Because this is a bug they are working on, the Star Wars Galaxy of Heroes team has directed us to not update the shard amount in accounts for this issue.
However, because this case has taken so long, I would like to grant your account a small complimentary grant of crystals. In order to do so, I would need to get your Star Wars Galaxy of Heroes Player ID which you should be able to find if you click the settings icon in the upper right hand corner of your game.
Thank you for taking the time to speak with me and if you have any more questions or information that I can provide, please don’t hesitate to respond. You can also reach us at help.ea.com or check out our player-driven Answers HQ at answers.ea.com if you have any issues in the future."
Since the SW:GOH team is basically telling EA to not assist paying customers, I think I'll just contact Google and request refunds for my purchases.
As a top 20 player, I can tell you that I could have 100 of shards more.All the packs I have purchased, I know I lost shards for certain rare characters. EA has no intention of fixing this anytime soon. I have placed tickets in with them on Several issues on this game; crystal being awarded in galactic war, shard counts, crystal amounts. While they are quick to call you on the phone, the issue is hardly ever resolved. I shouldn't have to screen shot evertime I make a purchase. I have played many other apps and with each purchase, they had a record of what was purchased and what was received. Disney and EA have the money to invest in this technology. Alas, I fear our only resolution to this issue will be either 100 crystals or some type of "bonus" event. Hardly seems fair, huh?
Don't worry Apple is offering refunds for this no problem. You know it's bad when apple iTunes is stepping in and they are warning against playing the game until the situation is resolved.
Period. Go into your iTune account lodge a complaint and show a link to this thread. I believe they are familiar at this point.
If it's on Credit card you'll be refunded. If you are one iTunes credit you'll have to contact them through iChat. Also refer them to this link. Explain how your tickets have been closed and you hav been blown off. If you haven't been blown off yet by EA, merely open a ticket, and they will.
Apple will refund your money. All of it, spent on shards spent on x4 and x8 chromium packs. Mine was to the tune of 400. People in my HoDA guild spend more. Mine was a combo of gift cards and credit card purchases. (I do have Christmas and Birthday in there for a double whammy).
Apple refunded by email within 24 hours. on Chat confirmed within 20 minutes refunds will take 24-48 ours to my iTunes account.
due to the fact that my tickets are being closed without even the discourteous cut/paste blow off, I've started talking with google play. This in no way means I won't continue to support the game, but its not getting any more of my money until i'm certain that this issue is no longer cropping up. If I was getting some communication with my bug reports that'd be one thing, but I am plain and simply being ignored which I find unacceptable.
lokai, I'm right there with you. I feel that I have been ignored as well. I remember making my first post with 50 views and a couple complaints. And I have heard not one thing from EA. I did what they told me to do with there cut/paste when they closed my 3 tickets.
Have you all missed that this was addressed by devs in this forum and described as a display issue? I saw this the first couple of times when I started pulling packs as well, and got worried that I was losing out on shards. Then I mathed it and even though I've seen this display bug literally dozens of times I haven't lost a single shard. I seriously doubt that there are TWO different bugs at work in the same purchase function, and reading this thread just makes my head hurt...
Have you all missed that this was addressed by devs in this forum and described as a display issue? I saw this the first couple of times when I started pulling packs as well, and got worried that I was losing out on shards. Then I mathed it and even though I've seen this display bug literally dozens of times I haven't lost a single shard. I seriously doubt that there are TWO different bugs at work in the same purchase function, and reading this thread just makes my head hurt...
Nope, and it isn't a display issue. I've had three of the same character shard drop in an 8 pack. The game registered 10 total shards being awarded. That isn't a display issue, that's the game not awarding shards properly. That is, of course, unless CG and EA believe that a 4* character that drops shards three times gives 3 shards, 3 shards, and 4 shards. And I doubt they do. Since EA is being told to not fix the issue by the SW:GOH team, we're left with one option and that is contacting Apple or Google and requesting refunds.
perhaps your the one not reading the thread? we are aware there is a display bug, and yes there is a separate bug at work here. people have mathed it out and found the shards not coming up as they should. Not always but it is happening. And EA, not EA_jesse, is completely ignoring many folks. The few that do get any kind of communication are told it is just a visual glitch if even despite people stating that this is separate from the visual bug.
I'm not as annoyed by the fact that there is a bug as the complete lack of proper response from the built in communication system that is linked with our game account. And now EA_jesse is so inundated he apparently doesn't have time to communicate on the issue he was the only one acknowledging that we even exist
my issues from before I did not screenshot so I have no proof but I knew I should have been able to upgrade a couple of characters, qui-gon for one, but after I got done opening all my packs and went to do so found I had far fewer shards then I had expected. I have since taken screen shot before a purchase and verified that purchase but I am certain I missed out on shards during other 15k gem purchases of x8 chromium packs.
This is not being ignored and we're still looking into it. I won't let this issue fall off the radar.
As for the customer support issues, I'll bring it up with some people. At a minimum tickets should not be closed without there being some sort of solution.
Community Manager for Star Wars: Galaxy of Heroes | Follow me on Twitter - Darokaz
"Thanks for responding. I checked, and while we all wish that were true about getting half the unlock shards for already open characters, the truth is that it's possible to end up with just 1 shard per character as several of my coworkers have experienced.
Regardless, I got permission to grant you 10 Kit Fisto shards and 12 Tuskan Raider shards.
I've also granted you 100 shards for the delay.
Thank you for taking the time to speak with me. I'll be closing this case in anticipation of this issue being resolved, but if it isn't resolved, or if you have any more questions or information, please don’t hesitate to respond and resume this case. You can also reach us at help.ea.com or check out our player-driven Answers HQ at answers.ea.com if you have any issues in the future."
I'm glad they gave me the shards back. The 100 "shards" were 100 crystals and it feels like a slap in the face after a week waiting and being told that the SW:GOH team had instructed EA NOT to fix the issue. This is after a weak of waiting and me having a screenshot showing that the game awarded me 10 Kit Fisto and 12 Tuskan Raider shards even though the game showed me getting 20 and 24.
The other case, that I opened on December 13th, was closed and I re-opened it and it still has not been responded to yet.
wow they communicated with you? My tickets are simply closed in a timely manner. Granted one of them I later realized was just a visual glitch I learned about on the forums, but they could actually bother to respond.
wow they communicated with you? My tickets are simply closed in a timely manner. Granted one of them I later realized was just a visual glitch I learned about on the forums, but they could actually bother to respond.
Yeah, I just kinda bugged them until they answered. I called a few times.
Well, it took me a while but I got here- having the same issue as everyone else it appears. Hope they fix this soon because I have been thoroughly enjoying this game, but just refuse to spend any more until I see it has been fixed.
This is not being ignored and we're still looking into it. I won't let this issue fall off the radar.
As for the customer support issues, I'll bring it up with some people. At a minimum tickets should not be closed without there being some sort of solution.
Not even sure if mines been closed, submitted it over a month ago and I've heard nothing, not a single reply in 4 weeks.
This is not being ignored and we're still looking into it. I won't let this issue fall off the radar.
As for the customer support issues, I'll bring it up with some people. At a minimum tickets should not be closed without there being some sort of solution.
"Thanks for responding. I checked, and while we all wish that were true about getting half the unlock shards for already open characters, the truth is that it's possible to end up with just 1 shard per character as several of my coworkers have experienced.
Regardless, I got permission to grant you 10 Kit Fisto shards and 12 Tuskan Raider shards.
I've also granted you 100 shards for the delay.
Thank you for taking the time to speak with me. I'll be closing this case in anticipation of this issue being resolved, but if it isn't resolved, or if you have any more questions or information, please don’t hesitate to respond and resume this case. You can also reach us at help.ea.com or check out our player-driven Answers HQ at answers.ea.com if you have any issues in the future."
I'm glad they gave me the shards back. The 100 "shards" were 100 crystals and it feels like a slap in the face after a week waiting and being told that the SW:GOH team had instructed EA NOT to fix the issue. This is after a weak of waiting and me having a screenshot showing that the game awarded me 10 Kit Fisto and 12 Tuskan Raider shards even though the game showed me getting 20 and 24.
The other case, that I opened on December 13th, was closed and I re-opened it and it still has not been responded to yet.
The 1 Shard they are referring to is not a full hero unlock, but a shard from bronzium. This is not the same as chromium.
These people are not trained in the game and whoever they are communicating with it's obviously turning into a game of Chinese whispers.
i think whats more disturbing is you can get 10 or 12 royal guard shards from a single non character pull but you only get 7 for a full unlock or am i wrong
I have had this happen when you get to packs myself like it don't give you the shards from the second pack it is very upsetting I was looking through all the forms and wow this problem is what gets me the most I just had happen to me again and wanted to know how to fix but I see their is no way well thanks for taking my money and not giving me what I payed for good scam you have
i think whats more disturbing is you can get 10 or 12 royal guard shards from a single non character pull but you only get 7 for a full unlock or am i wrong
It depends on the star level of the unlock you get from what I can tell. 1* seems to equal 7 shards but I have also received 15 and 24 for character pulls before
"Thanks for responding. I checked, and while we all wish that were true about getting half the unlock shards for already open characters, the truth is that it's possible to end up with just 1 shard per character as several of my coworkers have experienced.
Regardless, I got permission to grant you 10 Kit Fisto shards and 12 Tuskan Raider shards.
I've also granted you 100 shards for the delay.
Thank you for taking the time to speak with me. I'll be closing this case in anticipation of this issue being resolved, but if it isn't resolved, or if you have any more questions or information, please don’t hesitate to respond and resume this case. You can also reach us at help.ea.com or check out our player-driven Answers HQ at answers.ea.com if you have any issues in the future."
I'm glad they gave me the shards back. The 100 "shards" were 100 crystals and it feels like a slap in the face after a week waiting and being told that the SW:GOH team had instructed EA NOT to fix the issue. This is after a weak of waiting and me having a screenshot showing that the game awarded me 10 Kit Fisto and 12 Tuskan Raider shards even though the game showed me getting 20 and 24.
The other case, that I opened on December 13th, was closed and I re-opened it and it still has not been responded to yet.
The 1 Shard they are referring to is not a full hero unlock, but a shard from bronzium. This is not the same as chromium.
These people are not trained in the game and whoever they are communicating with it's obviously turning into a game of Chinese whispers.
Yep, that's exactly what I told them. I received another response just now that EA has closed the ticket.
"Hello Mark!
My name is Spencer and I'm with EA's Specialist Team. It looks like you've run into quite the issue here with missing content once again.
Can you tell me if you are using the 'Restore Purchases' function in the in-game menu after showing missing items from a pack? The purpose of the function is to scan for any items not received after being opened, and add them to your inventory. Make sure you use it as often as you can after reviewing missing items, especially in the first 24 hours if possible.
Now can you tell if you are still missing these items 48 hours after reaching back out to us?
You may have noticed this case is appearing as "Resolved," but do not fret. You can always resume the case by replying to this email or heading to help.EA.com for further assistance. This status is a temporary one, so simply head to the Accounts -> My Cases section and you should see this case near the top!
We have closed this case for now . You can reach us at help.ea.com for further assistance
Regards,
Spencer S.
EA Customer Experience"
@EA_Jesse I shouldn't have to explain to the EA reps how the game works. I should not be told that the SW:GOH team has instructed the reps to not fix this for the customers. Yes, eventually after me explaining to them why they were wrong about how the game works they awarded me the shards and then a whopping 100 crystals. They decided after me having spent $20 on the 8 pack and having to explain the game to them that less than $1 was a solid "fix" to the issue that took them over a week to get back to me on. I had to call EA more than once to just get the email follow up. Since the game was released, I spent over $500 on the game. If this was you and you were getting these types of responses would you be willing to spend more money on the game?
Definitely don't right now - I just had it happen again. I refuse to spend another dime until I get some kind of official confirmation it has been fixed. Add one more to the f2p ranks for now...
Replies
@EA_Jesse
TeamInstinct.net -- Community Site and Home to Team Instinct
"Hi. My name is Will and I'm with the Specialist team at EA. I'm sorry for the amount of time it has taken for us to respond this case. Our holiday queue is rather huge right now.
I'm sorry to report that the Star Wars Galaxy of Heroes has a known display issue that the SWGOH team is investigating: "When a player gets shards for a character from multiple pulls in the same bundle pack, the display shows a running total of shards for each pull, instead of the amount gained from each pull separately."
So, what you're seeing with the 12 and 12 or the 10 and 10 should actually be showing as 6 and 6 for a total of 12 combined or 5 and 5 for a total of 10 combined. Because this is a bug they are working on, the Star Wars Galaxy of Heroes team has directed us to not update the shard amount in accounts for this issue.
However, because this case has taken so long, I would like to grant your account a small complimentary grant of crystals. In order to do so, I would need to get your Star Wars Galaxy of Heroes Player ID which you should be able to find if you click the settings icon in the upper right hand corner of your game.
Thank you for taking the time to speak with me and if you have any more questions or information that I can provide, please don’t hesitate to respond. You can also reach us at help.ea.com or check out our player-driven Answers HQ at answers.ea.com if you have any issues in the future."
Since the SW:GOH team is basically telling EA to not assist paying customers, I think I'll just contact Google and request refunds for my purchases.
IGN Plo Kloon
Period. Go into your iTune account lodge a complaint and show a link to this thread. I believe they are familiar at this point.
If it's on Credit card you'll be refunded. If you are one iTunes credit you'll have to contact them through iChat. Also refer them to this link. Explain how your tickets have been closed and you hav been blown off. If you haven't been blown off yet by EA, merely open a ticket, and they will.
Apple will refund your money. All of it, spent on shards spent on x4 and x8 chromium packs. Mine was to the tune of 400. People in my HoDA guild spend more. Mine was a combo of gift cards and credit card purchases. (I do have Christmas and Birthday in there for a double whammy).
Apple refunded by email within 24 hours. on Chat confirmed within 20 minutes refunds will take 24-48 ours to my iTunes account.
Good luck.
Nope, and it isn't a display issue. I've had three of the same character shard drop in an 8 pack. The game registered 10 total shards being awarded. That isn't a display issue, that's the game not awarding shards properly. That is, of course, unless CG and EA believe that a 4* character that drops shards three times gives 3 shards, 3 shards, and 4 shards. And I doubt they do. Since EA is being told to not fix the issue by the SW:GOH team, we're left with one option and that is contacting Apple or Google and requesting refunds.
I'm not as annoyed by the fact that there is a bug as the complete lack of proper response from the built in communication system that is linked with our game account. And now EA_jesse is so inundated he apparently doesn't have time to communicate on the issue
my issues from before I did not screenshot so I have no proof but I knew I should have been able to upgrade a couple of characters, qui-gon for one, but after I got done opening all my packs and went to do so found I had far fewer shards then I had expected. I have since taken screen shot before a purchase and verified that purchase but I am certain I missed out on shards during other 15k gem purchases of x8 chromium packs.
Guild: Fear The Boot
exactly, this is in fact the biggest issue. they are handling customer support VERY poorly.
This is not being ignored and we're still looking into it. I won't let this issue fall off the radar.
As for the customer support issues, I'll bring it up with some people. At a minimum tickets should not be closed without there being some sort of solution.
"Thanks for responding. I checked, and while we all wish that were true about getting half the unlock shards for already open characters, the truth is that it's possible to end up with just 1 shard per character as several of my coworkers have experienced.
Regardless, I got permission to grant you 10 Kit Fisto shards and 12 Tuskan Raider shards.
I've also granted you 100 shards for the delay.
Thank you for taking the time to speak with me. I'll be closing this case in anticipation of this issue being resolved, but if it isn't resolved, or if you have any more questions or information, please don’t hesitate to respond and resume this case. You can also reach us at help.ea.com or check out our player-driven Answers HQ at answers.ea.com if you have any issues in the future."
I'm glad they gave me the shards back. The 100 "shards" were 100 crystals and it feels like a slap in the face after a week waiting and being told that the SW:GOH team had instructed EA NOT to fix the issue. This is after a weak of waiting and me having a screenshot showing that the game awarded me 10 Kit Fisto and 12 Tuskan Raider shards even though the game showed me getting 20 and 24.
The other case, that I opened on December 13th, was closed and I re-opened it and it still has not been responded to yet.
Yeah, I just kinda bugged them until they answered. I called a few times.
Not even sure if mines been closed, submitted it over a month ago and I've heard nothing, not a single reply in 4 weeks.
Guild: Fear The Boot
These people are not trained in the game and whoever they are communicating with it's obviously turning into a game of Chinese whispers.
Guild: Fear The Boot
It depends on the star level of the unlock you get from what I can tell. 1* seems to equal 7 shards but I have also received 15 and 24 for character pulls before
Yep, that's exactly what I told them. I received another response just now that EA has closed the ticket.
"Hello Mark!
My name is Spencer and I'm with EA's Specialist Team. It looks like you've run into quite the issue here with missing content once again.
Can you tell me if you are using the 'Restore Purchases' function in the in-game menu after showing missing items from a pack? The purpose of the function is to scan for any items not received after being opened, and add them to your inventory. Make sure you use it as often as you can after reviewing missing items, especially in the first 24 hours if possible.
Now can you tell if you are still missing these items 48 hours after reaching back out to us?
You may have noticed this case is appearing as "Resolved," but do not fret. You can always resume the case by replying to this email or heading to help.EA.com for further assistance. This status is a temporary one, so simply head to the Accounts -> My Cases section and you should see this case near the top!
We have closed this case for now . You can reach us at help.ea.com for further assistance
Regards,
Spencer S.
EA Customer Experience"
@EA_Jesse I shouldn't have to explain to the EA reps how the game works. I should not be told that the SW:GOH team has instructed the reps to not fix this for the customers. Yes, eventually after me explaining to them why they were wrong about how the game works they awarded me the shards and then a whopping 100 crystals. They decided after me having spent $20 on the 8 pack and having to explain the game to them that less than $1 was a solid "fix" to the issue that took them over a week to get back to me on. I had to call EA more than once to just get the email follow up. Since the game was released, I spent over $500 on the game. If this was you and you were getting these types of responses would you be willing to spend more money on the game?