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I'm still waiting for another reply from support (as I replied with the exact same evidence from the first message) but I at least wanted to share my experience:
On the 15.04.21 my squad and me ran for the top 5 title in Kharabak Trials. At about 5:35pm UTC+2 we scored a 0:21 min time. We were pretty sure that our run should have been at least 4th place as we saw that the current 3rd place was 0:21 and the 4th was 0:22. We reloaded the game multiple times but couldn't see ourselves on the board so we switched out a player and ran until trial reset. About 40 minutes before trials reset we scored a 0:22 run with the switched out teammate but were not sure if that would still count. Now, guess what? After contacting the support we got told that they had us at 8th and 9th:
- 23.019 seconds - Storm01_Ger, Somnus Gos, Bärtiger Bär, Knallfrosch84
- 23.527 seconds - Storm01_Ger, Aromatischer_Tee, Bärtiger Bär, Knallfrosch84
So, the question rises: Where did our runs go? Well... AFTER our 0:21 run we switched Aromatischer_Tee for Somnus Gos. But as you can see part of the runs with Somnus Gos actually counted. That excludes the option that the boards were closed off early since we did not run with Somnus Gos before in the week. What the heck happened? We don't know.
After contacting support with enough evidence to prove that we scored a 0:21 run we got told off with "I'm afraid there is not much we can do concerning this." and (in other words) "Good luck next week as you were very close to the top 5 time which was 22.765 seconds". We were not close. We are pretty sure that we had made it. The support could have compared the Session IDs of the 0:21 run and the 23.527 seconds run which apparently counted as our best time with Aromatischer_Tee. They could have actually read our message and found out: Oh, I guess there is something very fishy going on. I have got to check this rather than not handing out three rightfully earned top 5 titles.
Recordings of both of our runs:
- https://www.youtube.com/watch?v=8W1GWCgdO6E (Recording of the 0:21 Top 4 run - Storm01_Ger, Aromatischer_Tee, Bärtiger Bär, Knallfrosch84)
- https://www.youtube.com/watch?v=LlSZ-HfuE9s (Recording of the 0:22 run - Storm01_Ger, Somnus Gos, Bärtiger Bär, Knallfrosch84)
I do understand the 11th rule of this reddit but I just don't know what to do anymore. Should I just accept the "I'm afraid there is not much we can do concerning this." and try again another week? I don't want to let this matter slide as my team is pretty sure our runs should have counted. We have all the proof that would be needed but they just talk about what they see on "their board" and write us a try again next week as you were very close. Yeah right? "close". If trials is not only about scoring a good time but also gambling whether your best runs count and support is only telling you off with "try again next time" when you provide enough evidence would you want to play this game? I would like to have this resolved before seriously run trials again.
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