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Contacting Epic Games Player Support is an inconclusive and irritating experience

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tl;dr Having to deal with Epic Games Player Support is still (in 2019) a very poor, inconclusive and irritating experience.


Rant (and wall of text) ahead:


1) Wiped Plankerton Base

End of January 2018: I went to play my SSD 5 mission in Plankerton and found out my decently (over)built base was wiped/reset. All my traps, lvl 3 walls, tunnels, etc. were completely gone.

Feb 05, 2018: After uselessly waiting for a few days to see if it was a temporary problem, I finally opened a case with Epic Games Player Support hoping for a swift solution.

24 hours later, considering I was stuck with the SSD quest and I lost a lot of game progress, I even messaged u/Magyst (not really expecting an answer as I imagine he receives a lot of DMs every day) asking if it was possible to restore an older backup of my base as losing just days/weeks of work would have been better than having to start from scratch. No one replied so I had to waste a lot of game hours to farm more materials and rebuild everything. One of the most frustrating gaming experiences I've ever had.

May 27, 2018: Epic Games finally replied:

We apologize for the long delay in replying to your case. Since you initially contacted us, we have had multiple instances of service outages and have released updates which have resolved these issues. At this time, we believe you should be able to connect and play.

And this is where I really started to think I was getting trolled by Epic Games: not only it took them months to reply but their reply is a standard copy-paste completely unrelated to the problem I reported. At that point why they even bothered replying me at all? The same day I replied to that email pointing out that what they wrote has nothing to do with my case, I'm still waiting to hear from them.


2) Storm King Pin Email

When a user spoilered here on Reddit what the secret reward of Canny Valley Part 3 was, I decided to focus on getting the Storm King pin and, being a PL120+ player, I quickly completed Part 3 and defeated the king on the 7th of December 2018 (here I said 8th but later I found the screenshot I took after completing the quest and it was created Dec 7, 2018 15:37:48 GMT+1).

In order to get the pin there were 3 requirements:

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  1. To be eligible for the pin, you must have a linked Epic Games account with a valid email address. I linked and verified my email address when I created my account (Fri, 20 Oct 2017, 16:14 GMT+1).
  2. All players must have multi-factor authentication enabled. I have 2FA enabled (I can't say the date I've enabled it as I haven't saved that email but I'm pretty sure it was the same day it was made available).
  3. All players must have unlocked the “Storm King Pin” quest to be eligible. This quest is obtained after completing the “Stand and Fight” campaign. I completed CV – Part 3 and defeated the Storm King on the 7th of December, well before the deadline.

As I met all those 3 requirements I patiently started waiting for the email to arrive as the quest stated.

January 02, 2019 I started to think something was wrong because by then most players had already received their emails while I was still waiting for mine (I kept checking the spam folder too) but u/Magyst said to wait so I waited.

January 18, 2019: I decided I've waited enough so I messaged Epic Games Player Support asking about the storm king pin email and, while I was at it, I asked about my old Plankerton case too.

January 23, 2019 Epic Games Player Support replied asking some informations (E-mail, name, name of the gaming/social accounts linked to my Epic account and the content of my 2018 ticket). 1 hour later I replied with the requested info.

January 26, 2019 I got this reply (also ignoring the Plankerton case again) from Epic Games Player Support:

I regret to inform you that unfortunately the Storm King Promotion is over — if you have not received your email as of now there isn't much I can do to assist you with this issue. I know this isn't the ideal answer and I apologize for that.

What kind of answer is that? If for some reason I didn't qualify for the storm king pin then tell me why, don't send me that pointless, irritating reply. If I did qualify then properly handle the situation.

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