Weapon Compensation Update

Jeroen · April 10

Hey survivors,

I want to update you on the current compensation situation after receiving a lot of your feedback on it.

We stated before that you could request our given solution until April 3, and it would take a week to get you your new weapons. We managed to hand out the weapons last week, but we didn't specify that deducting the old weapons would mostly come after that. Starting today, we are going over each eligible account to deduct the old equipment. Compensation first, deduction later, although people eligible already have had the 500 gold taken from them.

If you however find yourself in the situation where you didn't receive the new weapons, please check the following:

- Check if you made your request for an equipment exchange before April 3.

- Check if you were eligible for this request; you must have both of the required weapons as specified earlier.

- Check your earlier conversation with customer support; if you only talked to a bot, something could have gone wrong.

When you're sure you're still eligible for compensation after checking the above list, please respond to your ongoing customer support conversation once more.

Our expectation is to round up deducting the weapons within 2 weeks. We are able to verify if your old equipment was successfully deducted and if your new equipment arrived, and will double-check each player account involved.

We hope we are able to get each account sorted out as soon as possible, and we would like to apologize for the inconvenience this situation has caused. We will continue looking into your feedback on this matter, as well as other matters, so don't feel shy about reaching out to me.

Governator · April 10

It would have been nice to know this before you took back my fully-upgraded Poleaxe that I spent about 8 million XP on. I could have least scrapped it and got back some of what I invested. Again, DECA is missing the mark on the communication process. It looked like you guys were going to do the right thing and let us keep both the old and the new because the weapons weren't taken back after you clawed back the 500 gold.

LoneWanderer360 · April 10

It's complete BS you're requiring players to have both weapons when a lot of players stopped chasing the second weapon after we realized the traits had been changed. You should swap out single weapons too. I don't see why this is a problem.

Ramrod · April 10

Oh.. Yes I am eligible but nothing happened till now.

Griplee · April 10

To little and way way way to late

Dr_Krieg · April 10

@Jeroen I can't respond, support has closed the issue.

Image: https://us.v-cdn.net/6037884/uploads/editor/rm/7d7vv5u0ejmt.jpg

Midlo88 · April 10

I’m still waiting and meet all of the criteria. Unfortunately it looks like I’ve only been speaking to a bot.

Yikes · April 10

@Jeroen

From Line, Discord, my guild family of 5 guilds, I can see that there are many players who have submitted their exchange request on time, have both weapons in their inventory, and went through the chat bot message prompts, and still have not received their exchanges. If DECA does not want to just send the weapons with original traits to all players, wouldn’t it be more efficient to review those original requests than ask for more submissions? It’s going to overwhelm your support staff.

PS. Please fix the chat bot for processing such requests in the future. Seems like our requests just went into a black hole. This creates confusion and ill will.

Hoping for a positive outcome from all this.

Walking_Fred · April 10

So you’re now claiming that the process runs in the opposite order to how it was advised during the course of lodging an exchange request.

And you’re asking affected people to respond to those prior support tickets - which aren’t open any more - so it’s not possible.

I didn’t think this situation could become any more farcical, but here we are.

Jeroen · April 10

@Ramrod please make sure to poke the customer support message again

@Dr_Krieg please click New Conversation. We will still know it's you.

@Midlo88 I hope you poked them today then

@Yikes We actually had a lot of people who received their weapons. We're hoping our support staff won't be overwhelmed by all of this; I know you're all talking to each other and know quite some players, but you don't know the majority of them.

Ramrod · April 10

I ve tried to contact custumer support but Lenny isn't answering - or someone else.

So plz tell me what to do...

Jeroen · April 10

Ramrod said:

I ve tried to contact custumer support but Lenny isn't answering - or someone else.

So plz tell me what to do...

If you reached out today, please wait for a respond.

Ramrod · April 10

Reached out some days ago... 😁

Jeroen · April 10

Ramrod said:

Reached out some days ago... 😁

By all means, please do so again ^_^

Dr_Krieg · April 10

Jeroen said:

@Ramrod please make sure to poke the customer support message again

@Dr_Krieg please click New Conversation. We will still know it's you.

@Midlo88 I hope you poked them today then

@Yikes We actually had a lot of people who received their weapons. We're hoping our support staff won't be overwhelmed by all of this; I know you're all talking to each other and know quite some players, but you don't know the majority of them.

OK, pressed and added a note. Cheers.

Governator · April 10

@Jeroen, now you see why changing the traits on the weapons to match what was announced the easiest and best thing to do?

LeonPlayon · April 10

Would it help if players made sure the old weapons are unequipped?

Ramrod · April 10

No... it doesnt matter.
On my second Account both weapons are unequipped. Nothing happens.

Shian · April 10

i just can't believe that they close my ticket when still haven't talk to me , i've also tried to contact again but no respond from them
Me and myabe over 70% of this whole community are not spending 800gold just to get a damn trash pathetic Pole Axe of any version including the one in the current Survival Pass , so allow ALL OF US to get the original Wreaker just like how it suppose to be
I have one side problem and i did tell support but they simply doesn't give a F about me
I really miss NG as NML developer now...
Detail to my personal side problem : https://nmlforum.decagames.com/walkingdead/discussion/comment/459427#Comment_459427

Griplee · April 10

I gave up after talking to a brick wall..I have both weapons I even upgraded one of them...But I'm told by support I don't...This whole thing has gone on way to long...You guys had the perfect solution...Then went silent and moved the goal posts...You can keep the weapons both sets for all I care and the gold...This is the last time I comment on this... I'm done

Image: https://us.v-cdn.net/6037884/uploads/editor/42/tetqxt0tceo6.jpg

TheSloth · April 10

Griplee, You are indicating that you only want the shotgun exchanged. They can only exchange both weapons at the same time, not only one or the other. Make it clear that you want both exchanged and you should be good.

JayZ · April 10

Why are you even bothering to deduct the original weapons? You’re creating more work for yourselves by having to code it up, and it sounds like a huge time sink (1-2 weeks) that could be spent on something more productive. The weapons you’re taking away suck anyways, so you’re wasting your own time while upsetting your players.

Ramrod · April 10

I think the problem sits in front of the customer support pc.
Instead of pressing a standard answer text they should have people there who are able to read and talk to the customers.

SirSnarky · April 10

This is just a joke. Great way to meet the new team. They screw up the first event in a major way, then instead of making it right for everyone they just make it more complicated. Lie about needing only one weapon then needing both, and telling us we needed both after event was over. The three P's in full display. And I didn't take your 500 gold bribe. Why take this hush money when we were promised the correct weapons at the start. This has soured the game for me, and I don't think they will do anything to bring me back. Shame, I have been playing 5 years, putting in money to support their cause, from this point till I quit, not another dime will be spent. Please do what is right for all the players.

Skadi · April 10

@Griplee there is a miscommunication here, you should ask both for exchange not only the shotgun. on second line you clearly said you just want the shotgun to be happy, they won't do that. i didn't see support saying you only had one of them.

bububrowndu06 · April 10

Jeroen said:

Hey survivors,

I want to update you on the current compensation situation after receiving a lot of your feedback on it.

We stated before that you could request our given solution until April 3, and it would take a week to get you your new weapons. We managed to hand out the weapons last week, but we didn't specify that deducting the old weapons would mostly come after that. Starting today, we are going over each eligible account to deduct the old equipment. Compensation first, deduction later, although people eligible already have had the 500 gold taken from them.

If you however find yourself in the situation where you didn't receive the new weapons, please check the following:
- Check if you made your request for an equipment exchange before April 3.
- Check if you were eligible for this request; you must have both of the required weapons as specified earlier.
- Check your earlier conversation with customer support; if you only talked to a bot, something could have gone wrong.

When you're sure you're still eligible for compensation after checking the above list, please respond to your ongoing customer support conversation once more.

Our expectation is to round up deducting the weapons within 2 weeks. We are able to verify if your old equipment was successfully deducted and if your new equipment arrived, and will double-check each player account involved.

We hope we are able to get each account sorted out as soon as possible, and we would like to apologize for the inconvenience this situation has caused. We will continue looking into your feedback on this matter, as well as other matters, so don't feel shy about reaching out to me.

Yes i want

aMirror4nerds · April 10

More confusion and bad support in general. You guys weren’t prepared to run this game were you?

bububrowndu06 · April 10

Jeroen said:

Hey survivors,

I want to update you on the current compensation situation after receiving a lot of your feedback on it.

We stated before that you could request our given solution until April 3, and it would take a week to get you your new weapons. We managed to hand out the weapons last week, but we didn't specify that deducting the old weapons would mostly come after that. Starting today, we are going over each eligible account to deduct the old equipment. Compensation first, deduction later, although people eligible already have had the 500 gold taken from them.

If you however find yourself in the situation where you didn't receive the new weapons, please check the following:
- Check if you made your request for an equipment exchange before April 3.
- Check if you were eligible for this request; you must have both of the required weapons as specified earlier.
- Check your earlier conversation with customer support; if you only talked to a bot, something could have gone wrong.

When you're sure you're still eligible for compensation after checking the above list, please respond to your ongoing customer support conversation once more.

Our expectation is to round up deducting the weapons within 2 weeks. We are able to verify if your old equipment was successfully deducted and if your new equipment arrived, and will double-check each player account involved.

We hope we are able to get each account sorted out as soon as possible, and we would like to apologize for the inconvenience this situation has caused. We will continue looking into your feedback on this matter, as well as other matters, so don't feel shy about reaching out to me.

Yes i want

dteezy1228 · April 10

I have reached out multiple times via in game ticket #34840. It never received more than a bot response that message was received. I made the request in time for April 3rd. Please assist.

Ramrod · April 10

It wont help but here are my ids:

Conversation ID: #36652 and #36805

@Jeroen

Shut_Up · April 10

I’m very late to the party. Did Deca change their minds and decide to give out the shotgun with the ensnare trait or not? Is this 500 gold everyone is talking about the 500 gold that was labeled a loyalty reward? Do they take the gold back if you get the ensnare shotgun?

Weapon Compensation Update

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