Pick-a-Tool Spree is not rewarding rare prize

I've had this happen three times now. The selection process moves through the options and then lands on the rare slot, complete with sparkles. Then instead of rewarding the 1,200 Wood Boards, it instead rewards a different amount.

I'd like to see this problem fixed, as well as receive some sort of compensation.

 

Hello Decree,

It may be due to game lag that the prizes are not showing correctly. You may like to try clearing your browser cache and cookies and refreshing your farm to see if that helps.
There is only a 1 in 8 chance that you will receive the rare tool. In your selections so far, you have indeed won a rare choice of 1200 Wood boards.

Can I assist you further?

 

I understand that the logs are only going to record what is actually awarded to me, and to blame this error on "lag" is both infuriating and disrespectful.

Typically speaking I don't have any issues with lag, so this is most likely a visual bug that the development team needs to fix. The problem isn't always with the customer, and the fact that this continues to happen is hurting the game. Furthermore, it's insulting when all that we're given in response is "clear cache and cookies", EVERY TIME. This is a poor example of customer service. Proper customer service would be to compensate the difference, and then to fix the problem.

Now I know that this isn't your fault, so don't take it personally as my intention isn't to blame you, but as someone who works for the company (even as a volunteer) you've got to want better for your player base than consistently telling them that this is a user error and that we need to clear our cache and cookies.

You can assist me further by telling the developers that they need to look into this. I'm sure they can run a million simulations if they wanted. You can also ask whoever you must to compensate me for my lost rewards instead of assuming it was my fault.

 

We have passed this onto the Game Team to be checked. I will update as soon as I have any news.

regards,
shooger.sweet

~edit~ The Game Team have confirmed that the background graphics are displaying incorrectly and the reward pop up is the correct prize. They are working to fix the display issue as quickly as possible. If we have further news, we will announce it.

Can I assist you further?

 

Yes. I can still be compensated for the missing prize. Since this was a mistake by the game and not user error, I don't think I should be penalized. I have seen it happen four times, and have video of it happening twice.

The amount of missing boards are as follows:
First: Won 1,200 Wood Boards -> 500 Wood Boards Awarded (700 Wood Boards Missing)
Second: Won 1,200 Wood Boards -> 250 Wood Boards Awarded (950 Wood Boards Missing)
Third: Won 1,200 Wood Boards -> 500 Wood Boards Awarded (700 Wood Boards Missing)
Fourth: Won 1,200 Wood Boards -> 250 Wood Boards Awarded (950 Wood Boards Missing)

I have video of the third and fourth time it happened. The amount of missing boards for those (which I can prove) is 1,650. The total missing boards is 3,300. I'd like to have all of those boards, but understand that without proof there's not much I can do.

 

As explained above and announced here, it has been acknowledged by the Game Team that the background is displaying the wrong prize and only the Reward pop up is showing the correct prize.

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As you can see in this example, the highlighted prize of 1200 wood is wrong and only the 500 shown in the Reward pop up is correct.

We apologize that unfortunately, this display error will not be fixed this edition of the mini-event.

Can I assist you further?

 

Yes, you can assist me further as explained above as my original post was well before the announcement was made.

 

You will need to contact Support as I am unable to assist you with this matter any further.

Can I assist you with anything further?

 

No, you may close the thread.

 

You are welcome.

~closing as requested~