...And dear God, it's a battle and a half.

Warning in advance, this will be a long read, filled with bountiful salt.

Allow me to set the stage. About 30 days ago or so, I re-installed Brave Frontier after a year of hiatus. Now, it was only by chance that a certain PotK event was taking place, namely the daily log-in event to get Laevateinn (now if only I was early enough to get the sakura miku ;-;).

Anyways, during the event, I noticed that I wasn't getting ANY of the rewards, not even day 1. I decided that I should submit a ticket to get the matter solved as fast as we could before things can escalate (which of course does, offsetting my miraculous luck in RNG). I submitted this ticket by July 23, 2016, and got a response 6 hours later(!!!) saying calm the fuck down and wait until the event is done. And so I waited.

Two days after the event, I still didn't get the rewards, so I sent another ticket. This was by July 31, 2016, and my ticket was composed of asking about the rewards. I got an automated email "...that we have already forwarded this matter to the proper department and rest assured that we are now fixing this issue as fast as we can." Presuming that they are probably busy as hell from the other players having similar complaints, I decided to give them time before pressing the issue.

I submitted a third ticket on August 16, 2016, and that's when everything goes downhill. It went like this:

Me, August 16, 2016 18:30:

Hello again! I'd just like to check in about the PotK rewards not being sent. Last time, I only got an automated email. I waited for a few more days after that, and still, the rewards haven't been given. This is the third time I've contacted you guys about it; I would appreciate it if you could really help me out now.

Support, Thursday at 19:23:

Hello Summoner,

We apologize for the delay in responding this matter. We understand how hard this matter for you and we are sorry to hear it.

As per checking your account logs, we confirmed that you haven't click the Phantom of the Kill video link share. Thus, we are sorry to inform you that we are unable to provide the necessary gifts to you.

We do hope this clarifies your concern. Should you have another concern or inquiry, kindly send us a message. Thank you for understanding.

Regards,

Brave Frontier Team

Gaia Bow Lario

Now, this was odd because this isn't what I was looking for; it's not the video event (which I really didn't click), it was the daily-log-in-for-the-unit event. I replied:

Me, Thursday at 20:31:

I'm sorry, but this isn't the rewards I was looking for. I know that there was a separate milestone for shares, and I regretfully wasn't able to share it, but I'm seeking the "Log in daily to get Laevateinn!" event. This event (http://forums.gumi.sg/forum/news-boards/292806-log-in-daily-to-get-laevateinn) only required us users to log in daily (as per your announcement says). I made sure that I logged in daily for the event while it is in its duration, and that I never missed a single day until then just to make sure.

Hopefully you guys can help me out; all of you do great in supporting and helping players, and I appreciate it.

Support, Saturday at 22:42:

Greetings, Summoner~

Apologies for the incredibly late response. I'm sorry to hear about your experience. May I know what particular rewards are you unable to receive?

Thank you for your patience and understanding. I will wait for your update.

Regards,

Brave Frontier Team

Priestess of Las Veda Charla

Okay, so they agreed to help. I had my hopes up!

Me, Saturday at 22:53:

Unfortunately, every single one of them. For some reason, it didn't detect me logging in daily as per the event's requirements, and thus I wasn't able to receive the rewards up to now.

If I may ask on a different topic, is there any ETA on Sakura Miku's return? I REALLY wanted the unit, but my return to Brave Frontier was all too late it seems.

Once again, thank you very much for your help; though this situation is a bit of a pickle, at least all of you try to help in any way possible.

Yes, I'm a sucker for that miku unit. Still kinda ticked that I was too late to get her.

Support, Yesterday at 18:29:

Hello Summoner,

We apologize for the delay in responding this matter.

As per thoroughly checking your account logs, we confirmed that you have indeed received the Daily Login Phantom of the Kill collaboration rewards and able to received Laevatinn as well last July 4, 2016.

In line with your another concern, we highly recommend be patient and kindly wait for further announcement regarding Sakura Miku's return in the Summon gate.

We do hope this clarifies your concern. Should you have another concern or inquiry, kindly send us a message. Thank you for understanding.

Regards,

Brave Frontier Team

Gaia Bow Lario

And this is where it gets interesting. They tell me that I received the unit and the rewards on that date, but a check on both my device and windows' turned up nothing. ^{Lario also lowkey told me to stop being a greedy mofo about the miku}

Me, Yesterday at 19:13:

Hello once more.

I am very concerned about the dates you have told me that I had supposedly received the rewards. Simply put, I have not received ANYTHING whatsoever. I have checked my gift box once more just to be sure, and as expected, the unit isn't there, nor were the other rewards. I even went as far as to check it through the gift box in my Windows version in hopes that it is simply a discrepancy between the two, but unfortunately the outcome is still the same. Afterwards I went though a sweep with my units, just in case if Laevateinn somehow made it though, but it was all for naught.

If I may be blunt: I don't think someone is quite idiotic to go all this effort just to lie about not getting a unit that isn't even that strong, not to mention risking a substantially large account just for such a thing. I have not sold any "exclusive" unit, and rest assured that I am aware how stupid that would be. I have checked every place this unit might be, and everything came up with nothing.

If it would clear up things, feel free to check my units inventory, and even my selling history. If I indeed have the unit, then it would be in my inventory, gift box, or sold. I assure you that all three searches won't bring up anything about the "acquired" unit. It's quite possible that this is an error on your end (perhaps a server hiccup), and hopefully we can clear it up. I know how hard it is for you and the system to handle thousands upon thousands of concerns, but trust me, I haven't received anything; I wouldn't waste your time otherwise.

Thank you for your help and patience.

I didn't get the unit, despite what their system told me. I didn't have it anywhere, so I wasn't afraid of them checking every nook and cranny in my account. In retrospect, these following parts bordered on being a bit pushy; I was ticked, to be honest. ^{Damn it Lario, bring back Charla she was nicer}

Me, Yesterday at 19:50:

Very well, you say it reflects on my inventory.

Then please see the file attached. The file is an image of my personal "Unit Guide". If I recall correctly, upon receiving a new unit, their records will reflect on this collection of sorts, and of course, cannot be deleted. Upon searching the Unit number for Laevateinn, it seems that she has the number of 906 in the list (taken from here, the recognized wiki for Brave Frontier: http://bravefrontierglobal.wikia.com/wiki/Unit_List:900).

As you can see, this slot for her is empty. Even if I had received and sold the unit, her icon should have still been shown and unlocked. Unfortunately, it is not.

As I have said, I never received her in the first place. If I did, then this guide would have shown it.

Once more, thank you for your help.

Missing_Units.png

But I had an idea of REALLY proving to them that I didn't have the unit (since they won't budge). I remembered the Unit Guide, which shows ALL the units you have and ever had. IF I indeed have the unit, then I would have her logged in this guide. True enough, she wasn't in my list! If support thought that I simply sold my unit, lost it, yada yada after I obtained her, then the lack of her icon here would prove my lack of a certain sideboob goddess, right?

Nope.

Support, Today at 19:22:

Greetings Summoner,

Thank you for updating us and for providing a screenshot.

I apologize for the delay in our response. It would seem that you are still inquiring about your missing Laevateinn. I understand the frustration your are feeling and for that, please accept my apologies. In regard to this, I can confirm what my colleagues have told you that you were able to receive them from your presents box last July 4, 2016. I have also checked if you have accidentally sold, traded or fused Laevateinn for the past 3 days since the first time you filed this ticket and did not see any record of it during that time. In line with this, we would be unable to restore the unit as providing you with the missing unit for this matter would mean breaking the game's design and would cause an unfavorable circumstance which we're trying to avoid. I kindly ask for your understanding regarding this.

In regard to the unit not appearing in the library, it might seem that you have some corrupted files in your current Brave Frontier app. Here are the steps to remedy that:

• First, please make sure to link your account to your Facebook account to avoid possible issues.

• Then head to Menu > Settings.

• Tap the Update button under Refresh Content.

If the above method does not work, please press the Refresh button instead.

We hope that this would remedy your issue.

For the time being, please do check our official Brave Frontier Facebook page and the Forums for our time to time updates. Should you have other concerns, please do let us know.

Regards,

Brave Frontier Team

Radiating Grandeur Paris

^{damn it not you too paris} First of all, the logic is truly sound. Oh cool, you didn't receive the unit WELL TOO BAD because if we give it to you it'll totally cause an imbalance in the game along with the HUNDREDS of people that have the unit. They basically told me to go fuck myself despite of my evidence that I didn't have the unit (as if battling support for a month wasn't enough).

Me, Today at 19:51:

I do not understand the logic in this statement. How is "restoring" a unit that I'm SUPPOSED to receive (but did not!) would be unfair? I may go just as far as to say that I DESERVED the unit, along with HUNDREDS of players that also attempted to obtain it (and did/didn't)!

I did not receive the unit, and if I REALLY did, then go ahead and check my gift box itself. I already told you guys that I didn't receive it, and posted that image for proof and posterity. I assure you that it's not a glitch on my end; it's quite impossible that BOTH my mobile and windows data is messed up. And yes, I checked both just now.

The problem isn't the lack of a unit's data in my Guide, it's the lack of the UNIT ITSELF. What more proof do you need that I didn't receive ANYTHING?

I've been doing this song and dance for a month now, and though I know that it's simply your job, I'm getting tired too. I already told you everything that happened, over and over and over again. I did not receive the unit. I did not fuse, sell or basically screw myself up. You've told me that I indeed received the unit in my gift box, and I'm telling you time and time again, I did not.

One month of this, just for a unit. It's not about the unit anymore, it's about a principle; if I can't even get something this small that is truly mine, then what hopes will I have when the problem is bigger?

I've already told you, but I will again: I DID NOT receive ANYTHING during the log-in campaign. How is asking for something that is supposedly mine unfair?

Thank you.

Yes, I know that this reply is a bit too strong, but I was more than pissed. Despite my pleas, my persistence on this small matter, the only evidence I only know that I didn't get any rewards, they still told me that they regretfully can't give something that is mine. I know, it's just a small unit, and this effort makes it seem a Pyrrhic victory should it succeed, but it's more about really fighting for something that I should have. Like I've said in my reply, if I can't lean on their shoulders on something this trivial, then what about if I really had a BIGGER problem?

And that was that. I'm still waiting on their response. Honestly, I'm tired, pissed, and real sick of this all the same. I just wanted to show you guys how much of a headache it is for just getting one unit, and one that isn't even remotely good at that.

Thanks for enduring my salt rant. Have a good one!

TL;DR: Brave Frontier's customer support is harder that Maxwell's trial a year ago