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Pavo Turret Upgrade Started, but never delivered

by jxgchen
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Pavo Turret Upgrade Started, but never delivered

★★★★ Novice

I started my Pavo Turret level 25 upgrade on Jan 31st.  When the upgrade completed as it was shown in the Armory with red "!" flag.  But. when I enter Armory, there was no delivered button in on the Turret build, instead, it was still waiting for level 25 to start.  I believe there was a server maintenance during the night of my upgrade.  I filed the case with EA on Feb 1 (38548477).  And SIX EA customer experience people exchanged email with me on the case over the past 21 days, unfortunately, my Pavo Turret is still stuck at level 25!

Message 1 of 11 (773 Views)

Accepted Solution

Re: Pavo Turret Upgrade Started, but never delivered

★★★★ Novice
Dave,

Thanks you very much for finally clarifying everything!!! Yeah, I wish the first EA support person could do the same. We would have resolved this in a couple of days, instead of over 24 days and 40+ email of aggravation.

Thanks again,

Jason

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Message 11 of 11 (801 Views)

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Re: Pavo Turret Upgrade Started, but never delivered

[ Edited ]
★★★★ Novice

More update, the EA Customer Experience adviser confirmed yesterday that the Turret level 25 is 81% completed (I started the build 23 days ago). He asked me to start Turret upgrade again and send him the screenshots. When I restarted the upgrade, the system treats as new upgrade, i.e., I just spent the funding for level 25 again. When I sent in the screenshots, I got a new adviser who clearly didn't read the previous email exchanges in the case.  He asked me to post the issue in forum again.  In the past 23 days, I dealt with total of 9 different advisers, exchanged 42 emails, but nothing was resolved!!!  This is the WORST customer support experience I've ever have!!!

Message 2 of 11 (715 Views)

Re: Pavo Turret Upgrade Started, but never delivered

Community Manager

@jxgchen I took a look at your account and can see that your case is with a specialist, please wait to hear back from them. 

Message 3 of 11 (671 Views)

Re: Pavo Turret Upgrade Started, but never delivered

★ Guide

Good luck 

Message 4 of 11 (657 Views)

Re: Pavo Turret Upgrade Started, but never delivered

★★★★ Novice
Darko, Thanks for your response. To be honest, my experience with EA customer support is extremely negative so far. I sincerely hope that someone in EA is looking into the issue and addressing it accordingly.
Message 5 of 11 (653 Views)

Re: Pavo Turret Upgrade Started, but never delivered

★★★★ Novice
John, Yeah, I know you what you mean. Their last email response came from a noreply address, go figure... I hope they prove me wrong soon. I'm seriously considering post all the running around email exchanges to Reddit...
Message 6 of 11 (649 Views)

Re: Pavo Turret Upgrade Started, but never delivered

EA Community Manager

Hi @jxgchen,

 

I've just pulled your data for 31/01 and it looks like you upgraded your Tracks for 365,540, rather than your Turret (which would of cost 369,500 i believe).

 

Screen Shot 2018-02-27 at 17.17.56.png

 

Cheers,

Dave

Message 7 of 11 (621 Views)

Re: Pavo Turret Upgrade Started, but never delivered

★★★★ Novice
Hi Dave,

Hmmm, could you do a quick check whether I started Turret level 25 on 01/29 and 01/30? Thanks,

Jason
Message 8 of 11 (611 Views)

Re: Pavo Turret Upgrade Started, but never delivered

★★★★ Novice
Dave,

BTW, why did Robin M from EA tell me the Turret was 81% completed on 02/23? He also suggested me to trigger the upgrade. Please see the below email exchanges:

Hello Jason Chen, Feb 23, 2018

Did you already tried to tap the upgrade ? Since right now it's on 81%. Once you tap it please take a screenshot of what happened so we can look on it.

Robin M.
EA Help
-----------------------------------------------------------------------------------------
Robin, Feb 24, 2018

No, I didn’t touch Turret upgrade, after I saw the issue. I’m currently upgrading the track, which is at 39%​ (first screenshot)​. When I touch​ed​ the Turret upgrade tap, an error message came up indicating need to wait for the current research to complete​ (second screenshot). BTW, I don't see 81% anywhere​.​ Are you seeing this from the server side?​ ​ If that's the case, it would explain why we never see the delivery button. I remember that there was a server maintenance cycle during my build. Maybe something went wrong to accounting during the server maintenance cycle.

Jason
----------------------------------------------------------------------------------------
Hello Jason Chen, Feb 24, 2018

Okay yes right now we can't able to proceed with the it. Since you're upgrading the track. Let's try to wait for it to finished

Robin M.
EA Help
---------------------------------------------------------------------------------------
Robin, Feb 24, 2017

I restarted the Turret level 25 upgrade again. Here are the screenshots:
T1 - Before restart
T2 - After restart
T3 - Legion log for requesting help
T4 - After Legion help request

As you can see, the system restarted the Turret level 25 upgrade as it's new, i.e. it ignored the completed 81% on Jan 31st or Feb 1st.
Message 9 of 11 (608 Views)

Re: Pavo Turret Upgrade Started, but never delivered

EA Community Manager

Hi Jason,

 

No luck i'm afraid, it looks like you started a level 25 Engine upgrade on your Pavo on the 30th and a level 25 Armour on the 29th:

 

Screen Shot 2018-02-28 at 13.10.03.png

--

Screen Shot 2018-02-28 at 13.10.27.png

 

As to why you got the reply you did, my guess would be there was a little confusion on the exact problem you were having, so Ive spoken to the EA Expert in charge of Iron Force to give him a little more information on cases like these to make sure if anyone has  problem like this in the future, it gets sorted without all the hassle.

 

Cheers,

Dave

 

@jxgchen

Message 10 of 11 (586 Views)

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