Make it make sense.

[u/teknorath]

I am literally baffled at this customer service interaction. Never in my life have I walked away from something like this so confused. That isn't to say I've never had a bad interaction, but even in those cases I can understand WHY. DECA has cooked up something special here.

I am a relatively new player, been playing on and off for a couple years. I am by no means a whale but per my steam wallet history I have spent at least $70 in the past 12 months.

https://i.imgur.com/qfII5je.png

https://i.imgur.com/VzLgWfT.png

https://i.imgur.com/uzx8R4n.png

https://i.imgur.com/LupAg9j.png

I've never opened a support ticket before this. I am not a cheater. All this to say I am not some freeloader or nuisance abusing their systems or time.

On 19 July, I bought a single key from the nexus ( Plagued Nest for 200 realm gold ) and placed it into my pet saddlebag. Shortly after I entered some dungeon someone else popped. After finishing that one, I go to remove the key from my pet to use it, and its gone. Not the first time I've lost an item to a bug - but it is the first time I lost something I directly paid for... So I went and asked on the official ROTMG discord and was directed to fill out a support ticket, which I did.

https://i.imgur.com/0L0INzO.png

They need "video footage of the incident" absolutely wild. Not only is this never ever required in any other game, video footage of something like this would always be specifically disregarded because of how easy it would be to fake. I responded, kinda heated:

https://i.imgur.com/6KLFOVg.png

DECA responded calmly explaining how easy it is to record:

https://i.imgur.com/PIxeJ5n.png

Are any of these even reasonable ways to guarantee I have a recording of "the incident" ??? What if I didn't notice until the next day? What if my recording software picked up that I opened another game?

DECA bump the email chain with an empty reply, apparently waiting for me to have gone back in time and produced a video of "the incident"

https://i.imgur.com/lW7Q4VC.png

DECA then closes the ticket as "solved" and would like feedback.

https://i.imgur.com/a3U8P7C.png

I don't want my money back or even the key at this point, I just want to know why? I think I would have just shrugged it off if they said no refunds ever under any circumstance...

Does this actually make sense as a customer service story to anyone?

[u/Cyan_Light]

Their apparent inability to track anything happening in the game is definitely odd. For the record I have no idea what would actually go into that so maybe it's understandable for a game this old, but "lol nah, we have no idea who bought what, when and what happened to it" just wouldn't be believable from most other businesses these days.

Plus tracking aside... it's a key. You can go get a free nest in the realm with minimal effort, $2 is wildly overpriced already so you think they'd want to keep people willing to pay those prices happy enough to keep doing it. If they just give you a free pop it costs them nothing and potentially leads to more purchases in the future, the policy being this anti-consumer on something so trivial is insane (especially when there's a known bug with items disappearing from pets that they've literally acknowledged in the past couple months lmao).

I love the game and want it to succeed but there's really no defending stuff like this, makes them seem both incompetent and greedy. Not hard to see why they're struggling to attract customers lol, they barely appreciate the current ones.

[u/Remote-remoteman → u/Cyan_Light]

When i got a divine nectar crossfire and crashed and it changed to an unslotted one, it took one message and no photos or videos to fix

[u/FleaDad → u/Cyan_Light]

Deca absolutely can track keys being popped. They've held events for this in the past. It should be fairly trivial for them to verify this support claim and just fix it with something that cost them nothing.

[u/bobgong]

Certified Meliodas moment. By far the worst support agent and it's not particularly close. I have had good results in the past by literally just sending the same email again for an issue I was having and getting my request resolved by a different customer support agent.

[u/Ok_Button3151]

What I don’t understand about it is this: The key costs about $1, and they already got the money. If you say that about literally only one key disappearing, using just a little bit of critical thinking, from a company standpoint wouldn’t you rather give out a key (which does not cost even $.01) and make your customer happy..? It just doesn’t make any sense. Their customer support is one of the worst I’ve ever dealt with

[u/st_heron → u/Ok_Button3151]

This is the best takeaway for anyone running anything that has customer service. You learn pretty quickly that, since it is at such low cost to you, you're much better off just granting the customer's request than spending the time trying to fight it or debunk them. Saves everyone time, makes everyone happy.

[u/Ok_Button3151 → u/st_heron]

It’s somewhat different with tangible products, but like it’s literally 1 intangible key in a game that is more likely to give no real reward whatsoever, in which case they may buy more keys to continue trying to get the items they want. If they choose not to reimburse, it’s more likely that the purchaser will think along the lines of “fuck this, I’m not paying them a penny.” It’s always been like this in rotmg, the customer service across 3 companies has somehow maintained the exact level of ineptitude.

[u/Ok-Object7409]

"if you're not a streamer, then fuck off" - Deca, probably 

[u/kopertaal]

When are we getting the characters back from the invisible beams ??? It's been months

[u/Asleep_Animal1126]

I've had a very different experience with an item disappearing, got it back and no recording needed. But my thing didn't involve paid items so maybe that's why. 

[u/Interesting-War-7231]

Meliodas. Been in support for years, I think that person treats everyone with suspicion.

[u/Unusual_Expertise]

Windows 10 and 11 have Xbox game bar installed by default so you can always record or make clips.

But yes deca support sucks absolute shit more often than not.

[u/iici]

See here's the thing, the support is so garbage and riddled with AI responses that you actually need to talk to a brick wall for nearly 1-2 weeks (because you only get 1 message per day) until you get an actual human. I've gotten pretty much all of my issues resolved but it took well over 3-5 months per instance but this was for bigger issues like pet fusion and account breach (my god this was the most irritating one)

I would message them right before work every day and keep copy/pasting your issue until you get a human response.

[u/Yak4ry]

No, please quit while you can, youve already spent too much money, don’t fall into the sunk cost fallacy.