Didn't receive Tier 5 Galactic Challenge Rewards for first clear of Dathomir

[ThePIaybook]

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Samsung Galaxy S8
OS Version PPR1.180610.011.G955USQU5DSDA
Ally Code: (Find it here: http://bit.ly/AllyCode ) 552475294
What type of issue do you have? Missing Rewards
How often does the bug occur? Every time (100%)
Summarize your bug Completed Tier 5 Galactic Challenge while specifically avoiding getting any feats and received nothing.
Steps: How can we find the bug ourselves? Complete Tier 5 Galactic Challenge, fail to receive rewards for first time clearing. This bug has now occurred both when I completed other feats simultaneously with the full clear, and when I specifically avoided getting other feats on the first clear entirely. I tried clearing Tier 4 and it was not affected.
Connection Type Wifi
Please select your region North America
Country United States

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I just completed Tier 5 of Dathomir: Nightsisters and didn't receive any rewards for the first time you beat it. This occurred in the last galactic challenge for me as well, so this time I tried using a team that wouldn't unlock any other feats during the first clear, and simply didn't receive anything.

Please restore these missing rewards to my account.

[EA_UltraSlide · Accepted solution]

Hi @ThePIaybook and sorry to hear that.

This has been flagged as a bug to the team.

For any reports of missing gear from the Galactic Challenges, please reach out to our Support Team who will be able to help you.

[EA_UltraSlide · Accepted solution]

Hi @ThePIaybook and sorry to hear that.

This has been flagged as a bug to the team.

For any reports of missing gear from the Galactic Challenges, please reach out to our Support Team who will be able to help you.

[ThePIaybook]

@EA_UltraSlide 

Unfortunately the support team was far less ideal here compared to how you awesomely you handled it last week.

I called and explained that you had already helped me with this issue last week, and that you had confirmed that the rewards were already indeed missing last week, and that this was the exact same issue with the same missing rewards.

They went back and forth with a specialist twice and argued that I had indeed received the rewards.

I uploaded video footage with proof that I hadn't received the rewards. It showed the menu before the event with the first time clear rewards available, then me beating the event, not getting a rewards screen, and then going back to the menu and them no longer being available.

They then argued that the rewards being gone from the menu after me beating it meant that I had received them.

I countered with the fact that I had recorded footage of me beating Tier 4 and receiving the rewards normally to demonstrate how the game worked if they needed.

The only reason I was able to make any headway is because they told me the time that they thought I received the rewards, and I was able to tell them that the exact timestamp they gave me was the timestamp for beating Tier 4, not Tier 5.

So they went back and checked, confirmed I was right, and now it's escalated to some other specialist, whatever that means. I still have no idea if I'm going to get them or not.

So, to lay it out, even having video proof of the bug occurring wasn't enough. I had to piece together the timestamp differentials of their misunderstanding to try to make the case to them of why they were wrong. The average player who just tries to call them isn't gonna get help.

I understand that the support team is doing their best and probably doesn't play the game so there's a bit of a disconnect, but compared to how quickly you helped last week, sitting through a 45 minute phone call and still having no idea if/when the rewards will ever show up is less than ideal.

So yeah, I guess this is half just extra thanks for how you handled it less week and trying to explain that support seems out of the loop on this happening, and less than ideal for the situation.