Discussion: When Do I Get My Paragon Points and Reward Tokens? (VIP)

In many other industries these things would be addressed in a more customer friendly way--lagniappes and little perks and whatnots.

I wish MMOs had the same kind of customer service ethic that other service industries do.

The day will come when MMOs get that way. The first ones to do so will reap the profit of it.

Got a final response from support- here's the part about the Reward Points (not my 550 Paragon Points just to clarify)

The monthly Paragon Reward Token is awarded differently than the Paragon Points. They follow the same schedule as the old Veteran Reward program. This means you may not receive them on the same date that you receive your monthly Paragon Points. Paragon Reward Tokens are calculated based on the time your game account was actually playable with active paid game time. Please keep in mind that lapses in paid time will affect the date you receive your monthly Paragon Reward Token. This may be most common for customers using a Game Time Card to pay for their subscription. Please also note that while you do pay for game time in advance, you will have to play through your month of time before receiving your Paragon Reward Token.

Freedom has been active for about a month, so you should be receiving your next reward token within a few days on each account. Should you have further questions, do not hesitate to contact us again.

Soo.. the Reward Points are still on the old vet reward timer but reward monthly instead of every 3rd? That just seems lazy programming, I'm sorry. They should have been retooled to award on the bill date, period. I'm Really disappointed with this half-***** implementation, it hurt an otherwise great Freedom launch.

Additional- To have PPs, Reward Points and Transfers all on separate different timers just seems dumb and wayyy too much potential for breakage, as we have aptly seen here.

Zwillinger, I've grown increasingly unhappy with BOTH the community team's AND ncsoft support over this issue.

Quote:

Originally Posted by Zwillinger The monthly Paragon Reward Tokens are awarded differently. They follow the same schedule as the old Veteran Reward program.

Quite frankly, this is an outright falsehood. Feel free to look up the following incident:

"Did not get monthly Paragon Reward token [Incident: 111014-000310]"

I have this showing my vet rewards dates:



And it was accurate until August 12, 2011 when I got my 78 Month Veteran Reward, my account has been on auto-renew, and my current play time renews on December 7, 2011 so there has been no interruption of my game account.

Quote:

Originally Posted by Zwillinger This means you may not receive them on the same date that you receive your monthly VIP Paragon Rewards Points.

Frankly, whoever made this decision screwed up. Awarding all three VIP bonuses on the same day simplifies things for everyone: Paragon Studios, NCsoft Support, and most importantly the paying subscriber.

Quote:

Originally Posted by Zwillinger Veteran rewards were calculated based on the time your game account was actually playable with active paid game time, and not just based on your bill date.

I've had an uninterrupted play time for well over 6 years now. The "Total Paid Time" on the account page does not accurately reflect any of the following:

• Valentines 2005 Buddy Code (2 weeks)
• Any Retail code (30 days times however many applied to the account. Personally I have 4 (CoH DVD, Cov DVD, Mac Edition, Going Rogue Complete Collection Retail Box).
• Previous "Refer a Friend" Bonuses (2 weeks times amount. I've 6-7 of those).

There is no way for a player to accurately determine when the token is supposed to award. When I directly asked support for the date, they refused to give that information to me. Instead they said the same thing you did in the post I'm quoting.

Quote:

Originally Posted by Zwillinger Just as a temporary block changed your Veteran Reward dates, these types of things changes to your game account will also change the date you receive your monthly VIP Paragon Reward Tokens.

Okay you are saying that something changed from August 12, 2011 (my 78 month Veteran Reward) and today when my account has been uninterrupted from July 2010 to December 7, 2011? When I renewed in July 2010, the account was set to a 12+2 renewal, added GR: Complete Retail, 1 Month Game time from a contest, and a couple of "Refer a Friend" bonuses)?

Quote:

Originally Posted by Zwillinger You also have to play out the month of game time before receiving the tokens. You may pay for time in advance, but you have to play out the time before you receive your next reward.

Again, this is a bad way to do things to your paying customers. They paid for the month, it isn't as if they are not going to be a customer. Whoever made this choice clearly did not think things through as to how much chaos it would cause. If they did and still went ahead with it anyway, they should be reprimanded.

As the poster above has said: Having three separate dates for Transfers, Paragon Points, and Reward Tokens is a clear recipe for disaster.

Also, by my calculations I've been given the following Reward Tokens:
26 Token = Veteran Reward Conversion as of August 2011 (78 month Veteran Status as of August 12, 2011)
06 Token = 6 Years subscription
01 Token = Free token for everyone, including F2P players
01 Token = Retail Code Applied to the account.

34 Tokens. Which is exactly what I have.

Finally, I get the feeling that even the GMs don't know what to say at the moment:

Quote:

Originally Posted by Snow Globe Hello, I understand the Paragon Reward Token is different than Paragon Points. I've maintained an uninterrupted (auto-renewed) game time for the last 6 years. I've included a screenshot of my old Veteran Rewards schedule as was on the account page before Freedom launched. I did receive my 78 month veteran reward on Aug 12, 2011 as shown. If the 12th is indeed accurate, I should have received the token a few days ago. I did not get the token. My next scheduled renewal date is December 7th, 2011, and I understand it will take a few months to synchronize the Paragon Points. However, I have received my Paragon Points stipend for this month. Sincerely,

I attached the screenshot above.

Quote:

Originally Posted by NCsoft Support The Paragon Reward system began with the launch of City of Heroes Freedom. As such, the calculations began on launch day. Though the scheduling is related to the old Veteran Reward system, it is not necessarily based on your billing date.

Someone is clearly not communicating in an accurate manner here.

Triumph: White Succubus: 50 Ill/Emp/PF Snow Globe: 50 Ice/FF/Ice Strobe: 50 PB Shi Otomi: 50 Ninja/Ninjistu/GW Stalker My other characters

You know, I've spelled it out a minimum of 4 different ways in my tickets (one for each account - one they keep marking as duplicate despite the notes saying "different account, tracked separately just on the same support account").

I'm also getting fed up with this. The old vet system and the new one should NOT track any differently. Paid time is paid time is paid time. If I was scheduled to get my 81 month badge/reward on Oct 1 for one of my accounts - I should have gotten a token on Oct 1 - regardless of the switch to the new token system. But neither account (one got the 81 month badge Sept 1) has gotten a token since Freedom launched.

If the old system paid the vet badge upfront (when starting a paid month) and the new one pays out the badge and token at the end of a paid month - then we still have an issue because some folks have gotten their tokens at the end of Sept as expected in line with the old veteran reward dates.

I think that is at least part of the outrage here. Support is repeatedly telling us some variant of "working as intended" when CLEARLY it isn't. Either some types of paid time aren't counting but used to count for veteran time - in which case WE NEED TO KNOW WHAT THOSE ARE or they need to be counted again so as to fix this issue. Or there is a bug in the system and we all should have gotten our tokens on the dates we expected them (and for the love of Pete, YES, I get it, that date is NOT my billing date, but I know my veteran date - billing date of the 5th, veteran date of the 1st that's how it has been for me for YEARS). Either way - or even due to something beyond the two suggestions I have for why this isn't working - this is not working- as intended, as explained, or as expected by even long time vets who know the difference between veteran dates and billing dates.

And until some kind of purchase history is in place in the Paragon Market, I'm not willing to buy much of anything there, so I'm not about to buy more points so as to get tokens that way because I'm not spending points in a system that is so impossible to navigate, to tell what we've bought in the past, and expensive. So - that avenue of gaining the last token I need for Celestial Armor isn't open to me. I bought points so I'd be able to get my 3rd token to use on Celestial Armor - figuring it was only a few more days to wait until it was granted by the vet system...WRONG. But at this point, I'm not going to buy points to get something I should be getting as a paid subscriber (vet token)

I get why the transfer tokens, points, and reward tokens don't grant on the same days. Really, I do. But two things - support needs to get a grip on what is going on and accept the fact that there sure does seem to be a bug in the system - and we as players need a way to view what that veteran date is again. If we can't view that date, then Support had better get off this "we can't give that info to you" kick - because that right there is the wrong attitude for support to have when this many people are frustrated after not getting their tokens on expected dates or at all in over a month.

Even if my veteran date had been the 13th - with no lapse in payment (impossible to lapse in the middle of a 6 month billing cycle after all) - I would have expected my next token on the 13th. Freedom hasn't been "active about a month" - it has been over one month with many of us not seeing a token (either on expected dates or at the end of the first 30 days of Freedom) - THIS IS A PROBLEM that canned "wait for it, it should arrive soon" responses aren't fixing.

My last veteran dates where I got what was expected were 6 weeks ago - this is a problem that needs looking into more than billing is apparently willing to.

Agree with Snow Globe. I received my last vet badge on September 3rd. I got the exact amount of tokens I expected when Freedom hit, but have not been awarded any more since then (aside some from buying points).

Based on the information given, I should have received another token on October 3rd. Two weeks later, still no token. I can understand problems with a new system, but at least have the courtesy to tell us there is a problem. Saying that the system is working when multiple players are showing that it's not, is not only poor customer service, but an outright deceit.

Better chime in here.

I resubscribed to the game on the 13th September, the day Freedom went on the VIP Head Start, buying a three month run of time. In addition to being granted the rewarded and placed tokens up to T4 (which I expected), I also had one token extra, which I presume was for either the September cycle or the veteran award that I did not log in to claim from before I went on hiatus a month and half before.

Since then, the only tokens I have received are a total of 2, from a first purchase of 1200 points. (one for the points themselves and one for having using the store to buy points for the first time). So I may not have my September token and my October one is, as of now, three days late.

My point stipend, however, was awarded as intended.

Hoping this is fixed soon.

I wonder if right before we get the tokens Celestial Armor is removed from the list.

OK. Just to get my calculation out there:
The one everyone gets = 1 token
Retail purchase credit = 1 token, once. I bought Architect Edition and Going Rogue.
18 months veteran time = 6 tokens
1 year award = 1 token

I started out with 9 tokens, 8 of which were placed to fill out the table to Tier 4, and one that I placed in the vanity pet slot in the T5 line. I wouldn't have a Sept. token because I didn't play, so that is fair.

1200 points purchased = 1 token
First time customer bonus! = 1 token

Those two are unused as of yet, but bought between my renewal and the end of my VIP cycle.

So the only one I'm missing is the token for Sept.-Oct. 13th.

Well I too have been getting the runaround from CS folks, Its given me such a headache when they constantly, work to politely say that there have been troubles, and i'm wrong, and this and that, no matter what logic i make of the past they seem to want to ignore it and talk about working perfect in the future...

and just to clear my own head I'm going to write down my calculations, billing date of the 28th, account creation date..i think the 4th..its when I always got my vet badges give or take a day


My own list
1 for account creation
1 for retail code
16 for vet badges
4 for four years
1 Spending money at paragon shop
8 100$ paragon point purchase

and that = 31 tokens, which is what i have, nothing for september the 28th, no early token, heck no token for the fact that the end of the 28th cycle would have been another vet badge for me in the old system

This is beyond frustrating, I really am starting to feel new life in the game, and overall the idea of freedom feels good, But how there handling there loyal customers is making me queasy

I was 3 days short of getting my 60 month badge on Sept 15th. Still no token for 60 months, 5 years and nothing for october yet.

And you all are surprised?......When has there ever been a bug free launch?

I'm in the same boat, I think everyone is. Same bull response by the powers that be.

You would think that they would make sure the perks for paying were working why else pay?

Add me to the list of sadly disappointed. Should have gotten a reward token a week ago. Still nothing.

My account renewed on Sept. 15th. October 15th has come and gone, now being the 17th. I still haven't gotten a Token for the paid month that has now been consumed.

So, add me to the angry list.