[2020] I tried. I really tried.

I started playing the day after the global launch. Almost 4 years now. I've bought more special deals than is really responsible. I've defended supercell numerous times because most people who get on here and complain don't understand the effort it takes to generate the programming they do and that it does, in fact, require money to make those things happen. With so many millions of users, they can't possibly create a game that pleases everyone. And yes, sometimes things break. It doesn't mean they're idiots, it just means they're humans.

But their customer service. I have always (internally) believed that this is perhaps their greatest weakness. Not because it's the most important or most difficult ... but rather because it's something that can be directly controlled.

I finished tier 35 last night. I'm 17 total legends from having all of them maxed out. For the past month I've been tracking every legend I see in a shop, challenge, chest, etc because I wanted to project when I might actually get a 100% max deck. (it's currently at Jan 27 btw).

My two tier 35 legend chests were ... BOTH fishermen, immediately upon opening. Giving me the last 2 I would need to max that card. So naturally I didn't use the strikes on either. But I only got credit for one. I asked the help desk what happened ... they told me the 2nd one was a lumberjack. This is not true. They told me I must be confused. I'm tracking each legend acquisition ad nauseum ... no ... I wasn't confused. I know what I saw. They knew I didn't use the lightning strikes. It wasn't confusion. It wasn't a misfire. I deliberately did not use them because it was already exactly the card I need.

Their continued response was "the good thing is, you have a legend token so you can still get the fisherman you want." Yes, but I had plans for that to get a log or an inferno dragon. I was already counting on that going for something else.

Supercell's default customer service response is "it's your fault." Always my fault. It's my internet connection. It's my phone. I'm confused. This is not good customer service. It's obvious, to them, how much I have insanely purchased over the years. And I'm OK with it. I'm a civil engineer, I have a really good job, I keep about $200/month in just "fun money" of which I've probably spent on average about 50 of that to keep pushing my account forward.

I'm just saying all that to say ... I'm not some broke teenager playing free who criticizes everything that isn't to my liking. I'm fully invested in the game. I have reasonable expectations. I even verbally defend Supercell to others who complain.

I replied stating what I've said above here and recommended that if they saw that having a legend token was the answer to my dilemma, then to provide me with a 1 simple free legend token and I'll consider the matter resolved. Their final response of "if there's nothing else to add to this conversation" was of bad taste. I'm not sure they realize that's the customer service equivalent of "giving me the finger."

I don't expect this exhaustingly long rant to change a single thing ... but if anyone else at Supercell somehow ends up reading this, you need a better way to listen to your actual paying customers who provide so much and ask for so little and not just dismiss them like they're nothing. Losing me as a future paying customer isn't going to change your bottom line ... I get that. I'm expendable. But this repeated "it's always the customer's fault" reflex is eventually going to sour your reputation. When the masses begin to feel they aren't respected when they're paying for your game, they will then stop paying for your game. Perhaps there's something you can change so you don't lose more people in the future.

Customer service is always the one, easy thing you can control. But to me, it looks like either nobody is really monitoring these responses ... or it's a corporate decision to not listen or trust anyone. Either way, if you don't change it ... it will bite you in the butt one day.