Discussion: When Do I Get My Paragon Points and Reward Tokens? (VIP)
By
Ael Rhiana,
Posted on: 2011-10-05 17:30 in News, Events and Announcement Discussion
My renew date is the 11th of the month. That's come and gone and I haven't received a Reward Token for the month. I haven't received any since the initial tokens awarded when Freedom went live.
For what it's worth, the GM supervisor I spoke to this weekend admitted that I appear to be missing one, and that it could take a few days due to these issues. He also told me to contact him directly again if I've not received it by today. I'm at work at the moment, so if it's not there when I get home, I'll be dropping him a line. He's been speedy about replies, so I'll update if and when I get news.
Here's my proposed solution:
(1) On October 21st, any VIP account that hasn't gotten points in October, gets a points award. Also, it gets two reward tokens. Those are the only reward tokens or point reward tokens given in October.
(2) Starting November 1st, on the first day of every month, every active VIP account gets (a) a server transfer, (b) a reward token, and (c) points award.
Yes, most people get a little bit more than they "should". They get digital goods with a cost of zero, rewarding them for their support of the game and encouraging them to continue paying money from the game. From that point out, the awards are easily understood by players, easily understood by support personnel, and I suspect the code to handle them is GREATLY simplified.
Naw. Too much sense.
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And we're sincerely grateful to you and the community team for informing Paragon management about our frustrations over the current failure to issue Paragon Points and Reward Tokens. Ideally, the best thing would be for Paragon to fix this problem immediately, although unfortunately this may not be possible in the real world. If that's the case, Paragon management ought to either address their customers directly about the ongoing breakdown in delivery of paid-for virtual goods or at least make some gesture to provide compensation or preserve good will.|
Originally Posted by Zwillinger
I understand that you are frustrated. I also understand the sentiment regarding the scheduling of monthly stipends (This would be one of those things we've expressed concerns regarding). We will continue to express these concerns whenever the opportunity presents itself.
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There's so much great content that's come with CoH Freedom - new powersets, new story arcs, a new zone, new trials, etc., etc. - that it would be a shame for the experience to be soured over customer service problems.
Thank you again for all your work on behalf of the community.
I am now livid. I've been getting angrier and angrier, but now I'm beyond that into livid. If I weren't in the middle of a 6 month billing stint I think this would drive me off the game or at least down to a free account - the main reason I stay actively paid has entirely to do with the incarnate system and it is getting to be not enough to be worth this headache.
I just got a reply on my ticket. Let me refresh you a little...
Billing date: 5th of each month (and has been for years)
Veteran date: 1st of each month (and has been for quite some time as well - for two accounts - both in sync for everything except vet reward was exactly one month 'off')
One acct got the 81 month badge under the old system on Sept 1, the other was scheduled for Oct 1. This was a date I tracked carefully because under the old system I wanted that 81 month reward, so I was counting the days until I got it.
at launch I got:
older acct:
81 months (awarded 9/1/2011)
81/12 = 6
81/3 = 27
1 account
1 box edition
35
newer acct:
78 Months (awarded 7/1/2011 - 81 month would have awarded on 10/1/2011)
78/12 = 6
78/3 = 26
1 acct
1 box
34
That was exactly what I expected and was granted on headstart day Sept 13th. CS just told me I won't get another token until Oct 28th now? Unless I impossibly lapsed during the month at all in which case my token would grant approx a month later? A MONTH later than I should with no lapse, two months later if you lapsed? This is ridiculous - how did I suddenly lose a month of vet time?
I agree with the outrage: 1st we were told all multi-month subscriptions would get all tokens given when we paid the bill for those months, then told the tokens would dole out one per month but hopefully a way would be figured out to eventually grant them upfront, now we switch to skipping an entire month of rewards? I'd have just about rather stuck with the old system - at least it was semi-reliable and established.
Global @Nomme & @Nomme Again
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Having been in customer service, I can understand being on that two way street. However, an acknowledgement that a problem is occurring and is being looked into, goes a long way towards mollifying customers. As it is, we've been getting messages from support that there are no problems. |
Originally Posted by Zwillinger
The Community Team always voices your concerns, especially in regards to systems that may present a level of confusion to our players. You can be certain that we have expressed concern over this situation.
The job of Community is a two way street. We express concerns, and we also are responsible for relaying information, whether it is ideal or not. We have not posted a new update regarding this situation as we are still awaiting clarification regarding certain aspects. I understand that you are frustrated. I also understand the sentiment regarding the scheduling of monthly stipends (This would be one of those things we've expressed concerns regarding). We will continue to express these concerns whenever the opportunity presents itself. Thanks |
AFAIK, your post that I've quoted here is the first acknowledgement of the problem on the forums. Why the delay in just admitting there's a problem being worked on? There's just been a lot of misinformation being given out about this.
I find your lack of signature disturbing.
I've been reading the whole thread quite carefully and all I can say it's I'm in the same boat.
2-3 days ago I bought 400, 1200, 400 and 400 Paragon Points, however I got only 2 Reward Tokens; I sent a bug report, and the last response I got was talking about Reward Tokens from paid time accounts and so (and also talking about October 28th), which WASN'T my subject at all.
At least now I've read Zwillinger's response and I can be laid-back regarding this matter, as I hope devs and Community Support will find a solution for this, as there are LOTS of players having the same problem... specially given it's a brand new feature and the corporative image with all these returned and new customers could be damaged for this BIG failure.
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I was told the same thing, although the 28th makes some degree of sense in my case, since (IIRC) that was my old vet reward date. The problem is we're being told A) Tokens reward on your old vet reward date, *AND* B) You have to play through your entire paid month before getting the token. (Both responses were part of the stock answer I received from Support regarding this issue.)|
Originally Posted by Nomme
That was exactly what I expected and was granted on headstart day Sept 13th. CS just told me I won't get another token until Oct 28th now? Unless I impossibly lapsed during the month at all in which case my token would grant approx a month later? A MONTH later than I should with no lapse, two months later if you lapsed? This is ridiculous - how did I suddenly lose a month of vet time?
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For me, due to lapses and free time, my billing date is now the 9th; my vet reward date is the 28th. My paid month was September 9 - October 9. A token would normally reward either on my vet date of September 28, or on the last day of the paid month (October 9), but no token was granted. Trying to wrap my head around *why* things are the way they are, I considered the following:
Scenario 1: Since Freedom launched on the 13th, September 9 - October 9 does not count as a full paid month. No token granted for September. The next reward will be for the paid month of October-November.
Scenario 2: The reward date of September 28 falls within the paid period, but tokens must be awarded only after paid time completes. The next reward date *after* the September-October period is October 28, so a token will be granted at that time.
While either scenario *might* be what's going on, neither is acceptable. Reward dates need to be made both timely and consistent.
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I think your 2 tokens from those purchases to be accurate. It is one token for the first ever purchase (400 if you ordering of the purchases is right), 1 for every 1200 points thereafter - so 1 for the 1200, now you're sitting at 800 points, one more purchase of 400 would push you over to getting another token. At least, that's my understanding of it.|
Originally Posted by Defcon_Kid
I've been reading the whole thread quite carefully and all I can say it's I'm in the same boat.
2-3 days ago I bought 400, 1200, 400 and 400 Paragon Points, however I got only 2 Reward Tokens; I sent a bug report, and the last response I got was talking about Reward Tokens from paid time accounts and so (and also talking about October 28th), which WASN'T my subject at all. At least now I've read Zwillinger's response and I can be laid-back regarding this matter, as I hope devs and Community Support will find a solution for this, as there are LOTS of players having the same problem... specially given it's a brand new feature and the corporative image with all these returned and new customers could be damaged for this BIG failure. |
From what I've heard - and if this is correct then I goofed in my planning for buying points to get tokens as well - but someone said the first purchase made, if 1200 points/$15 you get two tokens - the 'first purchase of points' token and the one for 1200 points. But I think the 'first purchase' token grant effectively resets you to 0 (so that first 400 point purchase doesn't count towards another token) just like a purchase of 1200 points would give you 1320 points after bonus - meaning you're really doing this:
400 points = first purchase = token granted and point count reset to 0 for future additions to total the 1200 points=token total
1200 points (1320 points) = token granted with 120 points left to add to
400 points = total of 520 cumulative towards a token
400 points = total of 920 cumulative towards a token
So, you haven't reached the 1200 threshold again for a 3rd token. If I understand how the system works anyway. I THINK if you'd gotten the 1200 first you'd have gotten both a first purchase and a 1200 point token then the other 3 purchases of 400 points should have given a third token - but I may be wrong on that.
Global @Nomme & @Nomme Again
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Originally Posted by Nomme
That was exactly what I expected and was granted on headstart day Sept 13th. CS just told me I won't get another token until Oct 28th now? Unless I impossibly lapsed during the month at all in which case my token would grant approx a month later? A MONTH later than I should with no lapse, two months later if you lapsed? This is ridiculous - how did I suddenly lose a month of vet time?
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CS just told me the 28th as well. I got my last Vet badge Aug. 15th. I renewed with no lapse on Sept. 15th. I didn't expect a Token on Sept. 15th when I renewed, as I new it was switching over to a new system.
I did, however, expect a full-month having elapsed (two since my last vet reward, to get a Token on Oct. 15th.
Why is it coming on the 28th. It doesn't fit AT ALL.
The fact that multiple of us are getting the 28th listed also doesn't make any sense. It's just all foobar.
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Before I say anything else, thank you for responding. I also thank you for not trying to tell myself and others that everything is working. Clearly it isn't.|
Originally Posted by Zwillinger
The Community Team always voices your concerns, especially in regards to systems that may present a level of confusion to our players. You can be certain that we have expressed concern over this situation.
The job of Community is a two way street. We express concerns, and we also are responsible for relaying information, whether it is ideal or not. We have not posted a new update regarding this situation as we are still awaiting clarification regarding certain aspects. I understand that you are frustrated. I also understand the sentiment regarding the scheduling of monthly stipends (This would be one of those things we've expressed concerns regarding). We will continue to express these concerns whenever the opportunity presents itself. Thanks |
This whole situation has been presented in such a manner that I'm left to wonder why this wasn't tested and ironed out during the beta. At this moment I feel that I'm in a bad version of the game "telephone" where I post here, the community team passes along a slightly different version, and so on until the person actually working on the system is getting "it is working as intended".
On a similar note, I'm really getting a bad vibe every time someone from Paragon Studios mentions that something is not ideal. When I see a variation of that phrase, I read it as "not working, and we don't know when it will be fixed."
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Zwill indeed has a hard job trying to go to bat for us, especially for something of this magnitude.
I'll be sending a tic tomorrow pending what I see then, since I doubt I'll be able to log on tonight. (Posting from a handheld FTW!)
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Originally Posted by Snow Globe
Before I say anything else, thank you for responding. I also thank you for not trying to tell myself and others that everything is working. Clearly it isn't.
This whole situation has been presented in such a manner that I'm left to wonder why this wasn't tested and ironed out during the beta. At this moment I feel that I'm in a bad version of the game "telephone" where I post here, the community team passes along a slightly different version, and so on until the person actually working on the system is getting "it is working as intended". On a similar note, I'm really getting a bad vibe every time someone from Paragon Studios mentions that something is not ideal. When I see a variation of that phrase, I read it as "not working, and we don't know when it will be fixed." |
I agree. This isn't Z's fault, and he's stuck in the middle. I thank him for his reply as well.
I just filled out the exit survey with my disgust. I avoided profanity, thankfully, and informed them very clearly of my future intentions should this system not be resolved and we get what we were told we would properly.
I am not satisfied with the status quo here.
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I got the same response from customer support this afternoon.|
Originally Posted by Nomme
CS just told me I won't get another token until Oct 28th now? Unless I impossibly lapsed during the month at all in which case my token would grant approx a month later? A MONTH later than I should with no lapse, two months later if you lapsed? This is ridiculous - how did I suddenly lose a month of vet time?
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It currently seems to be based on Sep 28, not the VIP head start, not Issue 21's launch date, but one week after Issue 21 officially launched. I don't know how my account could possibly have lapsed from July 2010 to December 2011 (12+2 deal, +1 Retail package, +1 month from a contest prize, +several "refer a friend" deals) unless they deliberately disabled the reward timers during September.
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Originally Posted by Nomme
I agree with the outrage: 1st we were told all multi-month subscriptions would get all tokens given when we paid the bill for those months, then told the tokens would dole out one per month but hopefully a way would be figured out to eventually grant them upfront, now we switch to skipping an entire month of rewards? I'd have just about rather stuck with the old system - at least it was semi-reliable and established.
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Originally Posted by Customer Support
The Paragon Reward Tokens 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.
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It isn't based on the VIP Head Start, or I'd gotten the Reward Token on the 13th.
I don't know if it is based on the Official release or the final activation of returning players as those dates aren't here yet.
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Still haven't gotten mine, yet, but assuming it will be awarded on the 28th. I will eagerly await that time, and will post back here if I still haven't received it, thank you for the time.
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tokens aren't coming until November|
Originally Posted by Quinz
Still haven't gotten mine, yet, but assuming it will be awarded on the 28th. I will eagerly await that time, and will post back here if I still haven't received it, thank you for the time.
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fyi
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Freedom was official on the 27th when Free players got access. (http://na.cityofheroes.com/en/news/n...pen_to_all.php)
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Originally Posted by Snow Globe
I got the same response from customer support this afternoon.
It currently seems to be based on Sep 28, not the VIP head start, not Issue 21's launch date, but one week after Issue 21 officially launched. I don't know how my account could possibly have lapsed from July 2010 to December 2011 (12+2 deal, +1 Retail package, +1 month from a contest prize, +several "refer a friend" deals) unless they deliberately disabled the reward timers during September. |
@Texarkana
@Thexder
For all you people quoting your veteran reward dates, is there somewhere you can find these or are you simply remembering?
I haven't received any Reward Tokens since the release of Freedom. My account went premium for about a day or two at the beginning of the month (so obviously that was the end of a September->October billing cycle), and according to my (admittedly patchy) memory my veteran rewards did come around the beginning of the month.
I contacted community support and just got the standard response that others have posted. Is there any way of telling or calculating what I should or shouldn't have at this time? I don't like not knowing, and have no confidence that if there is an error on NCSoft's part that it will be detected by them and corrected without any prompting.
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I had screenshots of my account page, generally to use as demonstrations. So I'm not guessing. The accounts page has changed and you don't get the same information now.
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Originally Posted by Remmet
For all you people quoting your veteran reward dates, is there somewhere you can find these or are you simply remembering?
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I remember because that's the date I got each of my vet rewards for the past few years. My date hasn't changed since I started.
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Originally Posted by Remmet
For all you people quoting your veteran reward dates, is there somewhere you can find these or are you simply remembering?
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I had 2 senior GMs tell me differently. One said "next couple days" and the other said the 28th. I do recognize both the GM names as really high level CS Reps. That is one of the reasons I'm annoyed, because these particular GMs don't usually stonewall players.|
Originally Posted by all_hell
tokens aren't coming until November
fyi |
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Originally Posted by Texarkana
Freedom was official on the 27th when Free players got access. (http://na.cityofheroes.com/en/news/n...pen_to_all.php)
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Originally Posted by all_hell
I remember because that's the date I got each of my vet rewards for the past few years. My date hasn't changed since I started.
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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
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I forget where exactly I got my info. I think it was from a Zwil post or something. Iirc, They're due on the day before your bill date.|
Originally Posted by Snow Globe
I had 2 senior GMs tell me differently. One said "next couple days" and the other said the 28th. I do recognize both the GM names as really high level CS Reps. That is one of the reasons I'm annoyed, because these particular GMs don't usually stonewall players.
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Who the hell knows?
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The day before my bill date is the 6th. The day before I got my Points this month was the 11th.|
Originally Posted by all_hell
I forget where exactly I got my info. I think it was from a Zwil post or something. Iirc, They're due on the day before your bill date.
Who the hell knows? |
The day I was told "in a few days" by a Senior GM was 2 days ago. After that I asked the GM to give me an approximate reward date and was told:
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| 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. |
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
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Well, sooner is better than later and late is better than never
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Originally Posted by Snow Globe
The day before my bill date is the 6th. The day before I got my Points this month was the 11th.
The day I was told "in a few days" by a Senior GM was 2 days ago. After that I asked the GM to give me an approximate reward date and was told: The day I was told the 28th by a Senior GM was today. |
No tokens here either so I opened a ticket to find out when I should get one.