Anybody else getting terrible response from support? A couple of weeks ago (I noticed it 19 days ago) became unusable, I get an error message with the Beholder staring at me and a list of info that it requests I send to support. I sent a request on the 4th, when I noticed it, and didn't hear back (aside from the system email to say it was received) for 4 days.
On the 8th I got an email saying they had combined my tickets (I had submitted two other ones because I found I got slightly different info in the list of stuff I was supposed to send when I used my phone and tablet versus computer).
Two days later I had still heard nothing, so I emailed back. I was a bit obnoxious about it but apparently comparing them to my cable company is necessary for getting a response. At this point I got a response that essentially said, we don't know we are forwarding it to somebody else.
Another 5 days go by and I get an email saying they think they know what happened, is it ok to update something on my character that they think may be causing the error. I respond within the hour to say yes.
3 Days later I ask for an update..... nothing
This brings us to now, day 19, with no resolution and multiple days of getting no response. Aside from having no character data for two gaming sessions (fortunately I remember most of the key stats), the lack of responsiveness is massively frustrating. Anybody else seeing these issues or does DnD Beyond just really not like me because I said the new character sheet is ugly?
There have been numerous issues with homebrew items causing beholder errors. I'm surprised they didn't suggest you try removing homebrew to see if that fixed it. (If so, then the solution is to add the homebrew items one at a time to identify the one causing problems.). I've not needed to use the support link, so I can't comment directly on wait times.
Anybody else getting terrible response from support? A couple of weeks ago (I noticed it 19 days ago) became unusable, I get an error message with the Beholder staring at me and a list of info that it requests I send to support. I sent a request on the 4th, when I noticed it, and didn't hear back (aside from the system email to say it was received) for 4 days.
On the 8th I got an email saying they had combined my tickets (I had submitted two other ones because I found I got slightly different info in the list of stuff I was supposed to send when I used my phone and tablet versus computer).
Two days later I had still heard nothing, so I emailed back. I was a bit obnoxious about it but apparently comparing them to my cable company is necessary for getting a response. At this point I got a response that essentially said, we don't know we are forwarding it to somebody else.
Another 5 days go by and I get an email saying they think they know what happened, is it ok to update something on my character that they think may be causing the error. I respond within the hour to say yes.
3 Days later I ask for an update..... nothing
This brings us to now, day 19, with no resolution and multiple days of getting no response. Aside from having no character data for two gaming sessions (fortunately I remember most of the key stats), the lack of responsiveness is massively frustrating. Anybody else seeing these issues or does DnD Beyond just really not like me because I said the new character sheet is ugly?
I'm sorry you've had a bad experience.
I dug into the situation a bit this morning, and it looks like there has indeed been too much of a gap in communication with the support team getting back to you.
By way of explanation, and not intended as an excuse, this has been due to your specific issue being something the development team (honestly) did not 1) know how to replicate for many days and 2) tried to figure out the proper solution for several additional days.
The miss here was a breakdown in the dev team getting that message of "we don't know what to do about this yet" to the support team and the support team getting the message to you that we are indeed paying attention to and working on it (but don't know how to fix it yet).
Our normal metrics for time-to-respond for our support team are actually stellar for the number of requests we receive, but what this has highlighted is that holds true for issues the team is familiar with and has the answers for at hand. I've discussed with the management teams for this and we will make this better.
I can end with some good news though - I just confirmed that a fix for your issue will be deployed tomorrow.
Wanted to say that the issue appears to be resolved (no word yet on what it was). It's unfortunate that it took posting a complaint here to get a response but the assessment above (from BadEye) seems right on it. I fell out of the norm and things didn't work out well. Hopefully the experience will help resolve an apparent gap in the system so it works out better for the next person.
I appreciate the quick response on this end of the process: I got an email with some information and the response above. Everything was resolved in the timeline indicated (which was next day).
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Anybody else getting terrible response from support? A couple of weeks ago (I noticed it 19 days ago) became unusable, I get an error message with the Beholder staring at me and a list of info that it requests I send to support. I sent a request on the 4th, when I noticed it, and didn't hear back (aside from the system email to say it was received) for 4 days.
On the 8th I got an email saying they had combined my tickets (I had submitted two other ones because I found I got slightly different info in the list of stuff I was supposed to send when I used my phone and tablet versus computer).
Two days later I had still heard nothing, so I emailed back. I was a bit obnoxious about it but apparently comparing them to my cable company is necessary for getting a response. At this point I got a response that essentially said, we don't know we are forwarding it to somebody else.
Another 5 days go by and I get an email saying they think they know what happened, is it ok to update something on my character that they think may be causing the error. I respond within the hour to say yes.
3 Days later I ask for an update..... nothing
This brings us to now, day 19, with no resolution and multiple days of getting no response. Aside from having no character data for two gaming sessions (fortunately I remember most of the key stats), the lack of responsiveness is massively frustrating. Anybody else seeing these issues or does DnD Beyond just really not like me because I said the new character sheet is ugly?
There have been numerous issues with homebrew items causing beholder errors. I'm surprised they didn't suggest you try removing homebrew to see if that fixed it. (If so, then the solution is to add the homebrew items one at a time to identify the one causing problems.). I've not needed to use the support link, so I can't comment directly on wait times.
Trying to Decide if DDB is for you? A few helpful threads: A Buyer's Guide to DDB; What I/We Bought and Why; How some DMs use DDB; A Newer Thread on Using DDB to Play
Helpful threads on other topics: Homebrew FAQ by IamSposta; Accessing Content by ConalTheGreat;
Check your entitlements here. | Support Ticket LInk
I'm sorry you've had a bad experience.
I dug into the situation a bit this morning, and it looks like there has indeed been too much of a gap in communication with the support team getting back to you.
By way of explanation, and not intended as an excuse, this has been due to your specific issue being something the development team (honestly) did not 1) know how to replicate for many days and 2) tried to figure out the proper solution for several additional days.
The miss here was a breakdown in the dev team getting that message of "we don't know what to do about this yet" to the support team and the support team getting the message to you that we are indeed paying attention to and working on it (but don't know how to fix it yet).
Our normal metrics for time-to-respond for our support team are actually stellar for the number of requests we receive, but what this has highlighted is that holds true for issues the team is familiar with and has the answers for at hand. I've discussed with the management teams for this and we will make this better.
I can end with some good news though - I just confirmed that a fix for your issue will be deployed tomorrow.
Apologies again, thanks!
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Wanted to say that the issue appears to be resolved (no word yet on what it was). It's unfortunate that it took posting a complaint here to get a response but the assessment above (from BadEye) seems right on it. I fell out of the norm and things didn't work out well. Hopefully the experience will help resolve an apparent gap in the system so it works out better for the next person.
I appreciate the quick response on this end of the process: I got an email with some information and the response above. Everything was resolved in the timeline indicated (which was next day).