Perblue support after server downtime

Durtug · February 15, 2022, 9:27pm

Anyone else who lost their Anna tokens on the Prize Wall, due to server error when the Prize Wall time ran out?
I had around 300 tokens, and normally that equals to around at least 500 chips.

Tried to contact support, and the first three times they can’t even have read the questions/feedback.
They just said something about the Pete PW, not related at all, and asked for screenshot of the issue.

In the end it was a “sorry can’t help you” answer.
No form of compensation at all, for their error.
And the last reply the just said “we have told you all we can”. And then they closed the ticket so I couldn’t replay again.

This sort of “support” have I never experienced on any other games.
What about you all?

Lucas1999 · February 15, 2022, 9:34pm

Not sure what went wrong here, but you can’t take Prize Wall tokens with you to the next prize wall. They will be deleted when a Prize Wall ends.

So I assume that might be the reason Support could not help you.

Durtug · February 16, 2022, 5:58am

As I told support as well, I know it can’t be taken to the next PW.
But they had a server issue during the time PW ended.
When things like this happens, I have never experienced no form of help or compensation from support (in other games).

Slinky-Dog · February 16, 2022, 6:15am

Why were you waiting until the last minute to use the tokens? It would’ve been announced that the server was about to be down so you should have had plenty of time to use them.
If you knew that they didn’t carry over then I don’t know why you wouldn’t have just used them straight away.

Loutre · February 16, 2022, 3:29pm

I have looked into your support ticket. I don’t see any where that the support team brought up Pete in this ticket they only asked if you had screenshot of the issue (they were asking for screenshot in the Anna Prize Wall not current). If you have that many chips you should not wait until the last minute and as Slinky-Dog mentioned we do announce when the server is about to be down. It also took you 15 days to respond to them which can add to confusion in our system on looking into an issue with a previous Prize Wall when a new one has already started.

There is no compensation we could have provided for this issue and it appears to me to have been handled correctly by support.