All Categories

Sapphire removed from my account for a Building Free Boost

Sapphire removed from my account for a Building Free Boost

Search
Moderators for Stormfall: Age of War wanted
Jan 13, 2018, 10:2901/13/18
6

Sapphire removed from my account for a Building Free Boost

Hello Plarium, 

this is my first time that i contact you for a problem so i hope i can explain it well : 

The platform you play: Facebook

The server where you play : The Dark Plains;

The feature that causes the issue : Building Free Boost

The exact steps you performed before the bug arose : Before of this i've Free Boosted an Warlord's Equipment. After that, when i tryed to boost a lost art , a free Boost appeared there too. I've ciicked on it and some sapphire has been removed from my accout.

What should have happened : only a Free Boost

What actually happened :  Sapphire had been removed from my accout for a boost that i would never have clicked if I had known that sapphires would be removed.

Waiting for your answer and my sapphires back.

BR

Samuele

Views
4k
Comments
29
Comments
Agent HelenTechnical Support
Jan 13, 2018, 12:3201/13/18
10/24/17
796

Hello! I have contacted you via private messages. Please check it and specify the requested data.

Agent PavelTechnical Support
Jan 15, 2018, 12:1201/15/18
07/02/15
4523

samuelebe said:


Hello Plarium, 

this is my first time that i contact you for a problem so i hope i can explain it well : 



The platform you play: Facebook

The server where you play : The Dark Plains;

The feature that causes the issue : Building Free Boost

The exact steps you performed before the bug arose : Before of this i've Free Boosted an Warlord's Equipment. After that, when i tryed to boost a lost art , a free Boost appeared there too. I've ciicked on it and some sapphire has been removed from my accout.

What should have happened : only a Free Boost

What actually happened :  Sapphire had been removed from my accout for a boost that i would never have clicked if I had known that sapphires would be removed.


Waiting for your answer and my sapphires back.

BR

Samuele

Hello, Lord!

Please specify the exact date when you boosted a Lost art and its exact name. I will check your account logs.
Jan 17, 2018, 21:3201/17/18
6

Hello Pavel, 

it was 1 week ago less or more. during the building event with sketches on reward.


I think i've spent 3k or 4k sapphire with that bug.

i hope you can find that event.

Br

Samuele 
Agent HelenTechnical Support
Jan 18, 2018, 10:3601/18/18
10/24/17
796
Hi, please specify the exact date when this happened so we could check the game logs.
Jan 20, 2018, 09:0001/20/18
6

if the chrome's history does not lie, it was January 5th

Agent HelenTechnical Support
Jan 20, 2018, 12:2201/20/18
Jan 22, 2018, 14:16(edited)
10/24/17
796

Thank you. I have checked the game logs and see that the purchase was not a free boost, but the boost (12085 minutes) of the Hall of Shadows to Lvl 16 for 3545 Sapphires. Since the bug has not been confirmed, this case is not eligible for an reimbursement.

The investigation will be continued only in case we have the exact ways to reproduce the issue. Thank you for your cooperation!

Jan 31, 2018, 17:5201/31/18
6

hello Helen , you have closed the report but that's not correct...when i've clicked on the button it was "Free Boost". you can bring back the hall of shadows to lv. 15... there's no problem but i haven't spent my sapphire to boost that art....so please bring me back my saphhire!! 

waiting for your answer

Br Samuele

Agent PavelTechnical Support
Feb 1, 2018, 09:5102/01/18
07/02/15
4523
samuelebe said:

hello Helen , you have closed the report but that's not correct...when i've clicked on the button it was "Free Boost". you can bring back the hall of shadows to lv. 15... there's no problem but i haven't spent my sapphire to boost that art....so please bring me back my saphhire!! 

waiting for your answer

Br Samuele

Samuele, we will be able to consider reimbursement for you only in case we confirm the bug. If you are able to reproduce the issue, please specify the exact steps. We will test the feature and in case the bug is confirmed, we will be able to continue the investigation of this case. 
Feb 1, 2018, 12:1002/01/18
Feb 1, 2018, 12:12(edited)
12/18/14
1835

Agent Pavel said:


samuelebe said:


hello Helen , you have closed the report but that's not correct...when i've clicked on the button it was "Free Boost". you can bring back the hall of shadows to lv. 15... there's no problem but i haven't spent my sapphire to boost that art....so please bring me back my saphhire!! 

waiting for your answer

Br Samuele

Samuele, we will be able to consider reimbursement for you only in case we confirm the bug. If you are able to reproduce the issue, please specify the exact steps. We will test the feature and in case the bug is confirmed, we will be able to continue the investigation of this case. 

so you are asking him to risk losing more saphs to reproduce the issue?  lol wow


I am going to go out on a limb and suggest that sometimes the game lags or skips and people spend saphs they do not intend to spend - it happens often and has happened to me but there seems to be no point in reporting it because you will never get your saphs back as the issue cannot be reproduced
Agent PavelTechnical Support
Feb 1, 2018, 14:0502/01/18
07/02/15
4523
Jezebel said:

Agent Pavel said:


samuelebe said:


hello Helen , you have closed the report but that's not correct...when i've clicked on the button it was "Free Boost". you can bring back the hall of shadows to lv. 15... there's no problem but i haven't spent my sapphire to boost that art....so please bring me back my saphhire!! 

waiting for your answer

Br Samuele

Samuele, we will be able to consider reimbursement for you only in case we confirm the bug. If you are able to reproduce the issue, please specify the exact steps. We will test the feature and in case the bug is confirmed, we will be able to continue the investigation of this case. 

so you are asking him to risk losing more saphs to reproduce the issue?  lol wow


I am going to go out on a limb and suggest that sometimes the game lags or skips and people spend saphs they do not intend to spend - it happens often and has happened to me but there seems to be no point in reporting it because you will never get your saphs back as the issue cannot be reproduced
We are interested in solving bugs in the game and if you lose Sapphires due to the bug, they can be reimbursed. However, first of all, we need to confirm the bug. 
According to the steps specified in the report, the bug has not been confirmed. This is why the compensation case is not considered at the moment. Nevertheless, if you are able to specify the details of this issue which can help us to reproduce it, please advise.
Feb 2, 2018, 13:0302/02/18
19

While solving bugs is important so is customer satisfaction.

Your customer Samuelebe is not asking for a freebie. If you thoroughly read his posts you will see that he has suggested to bring back his hall of shadows to lv 15. 

Sometimes bugs occur, but are almost impossible to reproduce. All that is known is what it looked like when it actually occurred. 


If bug solving is so high on your agenda I would expect to see members of your QA team active on this forum.

Feb 2, 2018, 14:1002/02/18
Feb 2, 2018, 14:12(edited)
6

First thing: Thanks Jezebel for being on my side.

Thanks Nemo too

To PAVEL : That was my first time ( in 4 or more years ) that i contact Plarium for a problem and i think it will be the last.

If i can't prove something i will never have something back from you so i'll never try again (that's the minimum risk). 

When something unexpected happens, it is impossible to have evidence. 

Thanks anyway for the help.

In the future I will be careful to choose where to spend my little money.

Br

Samuele

Feb 3, 2018, 10:0502/03/18
6

Limad said:


Give the guy his sapphs back, revert the changes, happy customer. Just because you can't reproduce it on your test server doesn't mean squat. I can reproduce the issue 100% of the time when selling Hero gear. Those screenshots are about 5 mins old. So, it IS a bug. If you look at my account, does the middle step show up in any of your logs? 



Limad your Great!!!!! 

Thats is the same thing appened to me!!!! 

Those are the exact steps but i've clicked on step 2 when the button was Free and i've lost my sapphire!!! 

Thank you again Limad

Agent HelenTechnical Support
Feb 3, 2018, 12:1002/03/18
10/24/17
796

Hi everyone, thanks for your suggestions on improving customer service, we are constantly working on it. When we have the possibility to help players and compensate, we always do that. Nevertheless, it is worth mentioning that all our reimbursements are limited by the compensation policy. We do not downgrade buildings, as there are some changes in the game, which cannot be reversed. 

Regarding the screenshots above, were the Sapphires deducted after you clicked "Free"? In case of Samuelebe, he boosted Lost art and Hero item for free, but in the game logs I see the boost (12085 minutes) of the Hall of Shadows to Lvl 16 for 3545 Sapphires. So the Sapphires were not deducted for the free boost of a Hero item. I have tested various scenarios with free boost and upgrade buildings and the Sapphires were never deducted for free boost. 

I'm afraid we can compensate only if we confirm the bug. Currently, we were not able to confirm it. If you have any additional details about how to reproduce it, we will check once again. 

Feb 3, 2018, 13:4402/03/18
19

It's easy to dismiss bugs YOU can not reproduce as non existent.

However for a commercial company thats not really an acceptable practice.


Since you are trying to improve your customer service - why don’t you start today with Samuelebe.

Agent PavelTechnical Support
Feb 4, 2018, 10:4902/04/18
Feb 4, 2018, 10:50(edited)
07/02/15
4523

Dear Lords!

First of all, we are investigating Samuelebe's issue here. I ask all the discussers to read the bug report and Agent Helen's reply carefully. Thus I can be sure we are talking about the same issue. 

I would like to clarify that we (technical support agents) test bugs in the same environment as you report. This is why it is important to specify the exact steps to reproduce the bug. Our further steps depend on the ability to reproduce the issue. If the bug is not confirmed, the bug report won't be sent to the devs.

We are willing to determine if there has been the bug in the Samuelebe's case. And we require the exact steps to reproduce the issue. You don't need to spend your Sapphires to verify, we will be able to do that on our side. However, please check whether you have specified all steps which will lead us to the bug. The steps you have specified in the initial post, have not confirmed the bug. 

Also, I have to notice, that constructions' level cannot be downgraded. This is why if the bug is confirmed in the outcome, we will consider compensation in Sapphires which have been withdrawn. In another case, I will have to close this thread. I appreciate your understanding here. 

Feb 4, 2018, 13:4102/04/18
19

If you look at Limads screenshots carefully you can see exactly what happens. Many of us have seen the green free button appear in various upgrade situations before it reverts back. A simple search on on the forum yields further reports of the same issue. Unless this is an intentional game feature to lure people into clicking this is a bug.

Feb 4, 2018, 14:4302/04/18
04/10/15
1437

Dear Lords

i think all this could not happen if there were a confirmation window for every sapphire purchasing

in this way even with the bug first free button changening to boost with sapphires button could be avoid with the confirmation window

hope some day the devs take this suggestion in consider for all sapphires purchases

Regards
Feb 4, 2018, 15:2502/04/18
12/18/14
1835
Juglar del Viento said:

Dear Lords

i think all this could not happen if there were a confirmation window for every sapphire purchasing

in this way even with the bug first free button changening to boost with sapphires button could be avoid with the confirmation window

hope some day the devs take this suggestion in consider for all sapphires purchases

Regards
agree & thank you for offering a reasonable solution to avoid future mishaps with this issue
The topic is locked. You cannot post comments.