PDA

View Full Version : The art of not answering



P.J.
06-05-2013, 01:57 AM
Hello everyone, this is my first thread, and it is unfortunately a bit 'of complaint to our dear support. I am an avid reader forum, so today, after yet another response that does not answer, I decided to start this discussion. In April I bought some gold vault, up to 50,000 bonus mature. I state that I did this in 4/5 days at the beginning of the month, when there was not any kind of discount. Around 15 April, I wrote to the support that I had earned the bonus, so all that remained was to wait for the credit. On May 7, I received 15000 of 50000 gold agreed as a bonus, so I immediately asked for an explanation, and I pointed out that I do not have all the receipts of purchase. Well, after several tickets and no response from support, today I received a response that does not answer, so I can not help but re-open a ticket that has been closed without any kind of explanation. My disappointment and my frustation are really exaggerated and I open this thread to see how many of you are in my own terms.

P.J.
06-05-2013, 02:03 AM
Excuse me, blame the translator, I have all the receipts ... lol

lemonhaze
06-05-2013, 02:10 AM
Excuse me, blame the translator, I have all the receipts ... lol time to stop feeding gree and go gold free..

P.J.
06-05-2013, 02:30 AM
time to stop feeding gree and go gold free..I believe that GREE is doing everything possible to push back its own customers from the game

ffp
06-05-2013, 02:38 AM
I think GREE prefer lots of customers buying a small amount of gold instead of a small number of customers buying a lot of gold.

Which doesn't excuse them for treating you badly.

TheOracle
06-05-2013, 02:59 AM
Having looked through a lot of bonus tickets, there are a few reasons why this may have occurred.

- You may not have received the newest bonus program rules which went into effect during April which explained that the program is now automated and that we look at the amount of cash spent rather than the number of vaults purchased.

- If you did receive the updated rules, then it may be that you are counting the amount you spent during the month based on your country's currency if you do not live in the US. Apple does not apply any currency conversion so prices for vaults are still calculated and paid for on our side in USD (for example, you may have spent $130 in your currency, but we only receive $100, and that's what is counted)

If neither of these apply to you and you believe you should have received a higher bonus tier, please respond to the ticket and ask for us to pull your purchase history from our side and we can compare numbers.

Maxstar
06-05-2013, 03:27 AM
If neither of these apply to you and you believe you should have received a higher bonus tier, please respond to the ticket and ask for us to pull your purchase history from our side and we can compare numbers.

Dear TheOraсle, right now I had three unaswered tickets.
Today I try to submit one more ticket, no response (even auto reply didn't work!)
Be honest, Gree support failed with work. :mad:

P.J.
06-05-2013, 03:30 AM
Having looked through a lot of bonus tickets, there are a few reasons why this may have occurred.

- You may not have received the newest bonus program rules which went into effect during April which explained that the program is now automated and that we look at the amount of cash spent rather than the number of vaults purchased.

- If you did receive the updated rules, then it may be that you are counting the amount you spent during the month based on your country's currency if you do not live in the US. Apple does not apply any currency conversion so prices for vaults are still calculated and paid for on our side in USD (for example, you may have spent $130 in your currency, but we only receive $100, and that's what is counted)

If neither of these apply to you and you believe you should have received a higher bonus tier, please respond to the ticket and ask for us to pull your purchase history from our side and we can compare numbers.
They are about two years that I always do the same purchase from you, and I always have my regular bonus. So, I only see two things, or that with the new automated system was made a couple of mistakes, nor that from the month of April, Apple has begun to do the crest on my purchases. Thanks for the reply, even if I wanted a response from customer support, but I did not open this thread just for my personal needs, but to hear the views of the other players on one important thing in this game, communication with customer service .

Rowdydowdy
06-05-2013, 03:42 AM
Having looked through a lot of bonus tickets, there are a few reasons why this may have occurred.

- You may not have received the newest bonus program rules which went into effect during April which explained that the program is now automated and that we look at the amount of cash spent rather than the number of vaults purchased.

- If you did receive the updated rules, then it may be that you are counting the amount you spent during the month based on your country's currency if you do not live in the US. Apple does not apply any currency conversion so prices for vaults are still calculated and paid for on our side in USD (for example, you may have spent $130 in your currency, but we only receive $100, and that's what is counted)

If neither of these apply to you and you believe you should have received a higher bonus tier, please respond to the ticket and ask for us to pull your purchase history from our side and we can compare numbers.

Now that is how a moderator should respond,Great job your hired.........

MADCAT
06-05-2013, 03:48 AM
Dispute all your charges
Get your money back plus keep whatever gold GREE gave you
It's a win-win scenario

TheOracle
06-05-2013, 05:07 AM
Dear TheOraсle, right now I had three unaswered tickets.
Today I try to submit one more ticket, no response (even auto reply didn't work!)
Be honest, Gree support failed with work. :mad:

We are swamped with tickets right now and we are trying to get back to players as fast as possible. It still takes upwards of 5 days for some tickets. We apologize for the delayed responses and we're working on increasing the size of our support team to get response time down.

Maxstar
06-05-2013, 05:24 AM
It still takes upwards of 5 days for some tickets. We apologize for the delayed responses and we're working on increasing the size of our support team to get response time down.
FYI:
ticket #568949 submitted May 08
ticket #588511 submitted May 17
ticket #589331 submitted May 17

Its much more than 5 days!

I am a cow
06-05-2013, 05:35 AM
FYI:
ticket #568949 submitted May 08
ticket #588511 submitted May 17
ticket #589331 submitted May 17

Its much more than 5 days!

Patience young one, patience is a virtue that must be mastered

Warpath
06-05-2013, 05:47 AM
Apple issues receipts via email for all purchases. If you did not receive them, you can contact apple and they can look into your account via the email address you use to make purchases. If you are Android, Google does the same.





Hello everyone, this is my first thread, and it is unfortunately a bit 'of complaint to our dear support. I am an avid reader forum, so today, after yet another response that does not answer, I decided to start this discussion. In April I bought some gold vault, up to 50,000 bonus mature. I state that I did this in 4/5 days at the beginning of the month, when there was not any kind of discount. Around 15 April, I wrote to the support that I had earned the bonus, so all that remained was to wait for the credit. On May 7, I received 15000 of 50000 gold agreed as a bonus, so I immediately asked for an explanation, and I pointed out that I do not have all the receipts of purchase. Well, after several tickets and no response from support, today I received a response that does not answer, so I can not help but re-open a ticket that has been closed without any kind of explanation. My disappointment and my frustation are really exaggerated and I open this thread to see how many of you are in my own terms.

Durty McDurty
06-05-2013, 05:51 AM
We are swamped with tickets right now and we are trying to get back to players as fast as possible. It still takes upwards of 5 days for some tickets. We apologize for the delayed responses and we're working on increasing the size of our support team to get response time down.


Ticket #619807

Subject: Hacker Emergency

Topic: Showing the 99% health regen hackers.

Sent: May 30th 2013, 11:42 am EST.


Response: NONE

Days: "upwards of 5 days"

MADCAT
06-05-2013, 05:57 AM
its upwards of 5 days +/- 2 months


FYI:
ticket #568949 submitted May 08
ticket #588511 submitted May 17
ticket #589331 submitted May 17

Its much more than 5 days!

Skywise42
06-05-2013, 06:38 AM
Customer service at gree needs improvement. I sent in a health regeneration ticket a month ago (approximately) and got an answer that they would look into it. And after multiple requests still have no answer as to why I only got three hits per regeneration during the war when others got four.
Even worse I accidentally hit complete vault using my entire gold savings for the Madagascar war and no response as to getting it back. Why don't large gold purchases have a confirm button. Some of us with fat thumbs and tiny iPhones need it!

Jammed Up
06-05-2013, 07:02 AM
Even worse I accidentally hit complete vault using my entire gold savings for the Madagascar war and no response as to getting it back. Why don't large gold purchases have a confirm button.

I had the exact same problem (accidentally hit the "complete vault" button and lost 1000 gold), and it took over two weeks to resolve. I suggested they put in a confirm button, but it was like talking to a wall.

There is simply NO EXCUSE for not putting a "Confirm" button in places like this, so I can only conclude that Gree WANTS you to make accidental purchases. They're just hoping that you won't contest it and they'll get to keep the money.

Tito89
06-05-2013, 07:54 AM
gree, instead of lying, why not just tell everyone the truth, "it will take a very long time to sort these tickets out folks, please be patient" is better than actually setting a deadline you cannot keep. i mean no offence, but its like saying, ill do my homework on friday, and you end up losing that homework thursday, spending the whole weekend finding it, get 1/4 done monday, get a week extension, loose it tuesday, find it again friday, do half, the oprah winfrey show comes on, have it late again, get another extension, but loose marks on it. we are the teachers, you are the pupils, think about it. (this is constructive criticism, i hope you understand my view)

P.J.
06-05-2013, 07:54 AM
Apple issues receipts via email for all purchases. If you did not receive them, you can contact apple and they can look into your account via the email address you use to make purchases. If you are Android, Google does the same.Thanks Warpath, I will keep these tips in mind, but I have all receipts of purchases

NaRciS
06-05-2013, 08:02 AM
Now that is how a moderator should respond,Great job your hired.........

Took the words right out of my mouth...

Great response theoracle!

Fancy looking into a few other issues :)

Sadistic.
06-05-2013, 08:12 AM
I have tickets almost 3 weeks old with no reply.. Support sort it out!!

13Stalker
06-05-2013, 09:15 AM
i stopped sending tickets. not that i sent that many but at least 3/4 got closed and all i got was a generic notice saying your issue has been addressed. I asked a question and did not get an answer so how is the issue "addressed"? Incidentally this last round of crazyness has also conviced me that if I do not feel confident they will address my issues I will no longer be buying any gold.

mxz
06-05-2013, 09:32 AM
Maybe you got screwed by the cost being $99.99, the program not recognizing how to round, and ended up missing out by a couple pennies?

MADCAT
06-05-2013, 09:34 AM
Yes stop buying but also get your money back from previous purchases


i stopped sending tickets. not that i sent that many but at least 3/4 got closed and all i got was a generic notice saying your issue has been addressed. I asked a question and did not get an answer so how is the issue "addressed"? Incidentally this last round of crazyness has also conviced me that if I do not feel confident they will address my issues I will no longer be buying any gold.

rsames
06-05-2013, 10:29 AM
The art of not answering

This is the best (to say nothing of the most perfectly named) post all week. Take the fifth Gree- anything else is suicide.

Please join us in going gold free

gingerbear
06-05-2013, 11:01 AM
Yes stop buying but also get your money back from previous purchases

Seriously. Contact google or apple. I've known quite a few people that got 3 month refunds for one wrong bonus.

NaRciS
06-05-2013, 11:25 AM
TheOracle,

Can you just confirm if my members need to send a ticket with regards to the broken units or will you guys just get round to sorted it for everyone in the end?

cheers

Riptide
06-05-2013, 12:19 PM
somebody's gonna get banned...

AceBAF
06-05-2013, 12:23 PM
We are swamped with tickets right now and we are trying to get back to players as fast as possible. It still takes upwards of 5 days for some tickets. We apologize for the delayed responses and we're working on increasing the size of our support team to get response time down.

Upwards of 5 days?!?! My most recent ticket took 10 days. Submitted May 25th, closed June 4th. Even if we're talking business days, that's 6 business days. GREE is still struggling to understand how to use a calendar. Not to be overly negative, but you guys need to get better at your business. You're losing revenue every day and the solutions are stop gap measures at best.

There are many smart, experienced, business-minded MW players who could prove quite useful in helping the MW team improve. Why not start a customer-based advisory committee? It could not hurt and it's free advice from those who might just know a thing or two.

Lamentor
06-05-2013, 12:37 PM
Why does anyone still have faith in Gree anymore? In my opinion, they've failed a LONG time ago. So why still give them your money? TheOracle loves to be vague with responses. 5 days!?. What, 5 days on Venus? We're all wasting our time. This company steals our money, then lies to us about the reasons. If anyone believes them at this point, it's time to learn better judgment. Ban me or not, I'm speaking the truth. This thread and just about every other thread before this one proves how much Gree does not care.

From previous mod responses, it doesn't even seem like there's any communication between customer support and the mods of this forum. It seriously seems as if Gree told the Mod's to handle the situation by saying something along the lines of, "Hey mods! See all those complaints? Respond to them! Be creative with your answers. Use your imagination!"

And still, none of the mod responses explain why tickets are being closed without confirmation that the problem is solved?

gingerbear
06-05-2013, 12:38 PM
Upwards of 5 days?!?! My most recent ticket took 10 days. Submitted May 25th, closed June 4th. Even if we're talking business days, that's 6 business days. GREE is still struggling to understand how to use a calendar. Not to be overly negative, but you guys need to get better at your business. You're losing revenue every day and the solutions are stop gap measures at best.

There are many smart, experienced, business-minded MW players who could prove quite useful in helping the MW team improve. Why not start a customer-based advisory committee? It could not hurt and it's free advice from those who might just know a thing or two.

I've got a serious feeling that there are many MW players manage/run/founded/own business that are much larger and much more successful than Funzio.

DME
06-05-2013, 12:39 PM
A lot of people don't seem to be getting that "upwards of 5 days" means over 5 days.

P.J.
06-05-2013, 12:51 PM
somebody's gonna get banned...I do not think any of this thread will be banned, here we are only civilly comparing our experiences with customer service, it is true, this is showing some shortcomings on their part, but in the end I do not think that you are offending anyone.

Lamentor
06-05-2013, 12:51 PM
A lot of people don't seem to be getting that "upwards of 5 days" means over 5 days.

What a lot of people seem to be getting is that is NOT the point.

AceBAF
06-05-2013, 12:52 PM
A lot of people don't seem to be getting that "upwards of 5 days" means over 5 days.

DOH! You're right. I thought it meant "up to". So "upwards of" should be delivered with a hands up in the air gesture of hopeless resignation.

All the more reason to welcome some outside guidance.

fils
06-05-2013, 01:28 PM
We are swamped with tickets right now and we are trying to get back to players as fast as possible. It still takes upwards of 5 days for some tickets. We apologize for the delayed responses and we're working on increasing the size of our support team to get response time down.

Dear TheOracle: Three weeks ago I received a message from you guys stating that you were escalating my request (gold bonus related) to one of your bonus processing specialists and that they would contact me very shortly (your words, not mine). So far I haven't got any kind of reaction from the bonus processing specialists and you already have my numbers and even iTunes receipts ID's.... I understand it may take a while to reply, but please don't state SLA's such as 5 days when clearly it is hard for you to assure those timings. It's a matter of managing expectations...

EDIT: SORRY, just read last reply and saw that even myself understood your post wrongly. Nevertheless, it would be nice to have some accurate estimation (rather than more than 5 days. That can be 6 days, 10 days, a year or a century...

Funbags
06-05-2013, 02:35 PM
Where can I find these guidelines?

Sumiala
06-05-2013, 04:41 PM
gree, instead of lying, why not just tell everyone the truth, "it will take a very long time to sort these tickets out folks, please be patient" is better than actually setting a deadline you cannot keep. i mean no offence, but its like saying, ill do my homework on friday, and you end up losing that homework thursday, spending the whole weekend finding it, get 1/4 done monday, get a week extension, loose it tuesday, find it again friday, do half, the oprah winfrey show comes on, have it late again, get another extension, but loose marks on it. we are the teachers, you are the pupils, think about it. (this is constructive criticism, i hope you understand my view)

You forgot to say "the dog ate it".
Anyway, constructive or not, you must not accuse them of lying (in this instance).
Why?
Count to 5. (didn't take long, did it?)
Now count upwards. (takes long, doesn't it?)

PS
I didn't say stop counting!

GBA
06-05-2013, 08:59 PM
[QUOTE=TheOracle;801853]Having looked through a lot of bonus tickets, there are a few reasons why this may have occurred.

- You may not have received the newest bonus program rules which went into effect during April which explained that the program is now automated and that we look at the amount of cash spent rather than the number of vaults purchased. [QUOTE]


Dear Mr. TheOracle,

Was this change EVER broadcasted to gold buyers and if so, how far in advance? Granted, I don't create game apps for smart phones but as someone that works for the government, as a IT manager... we are responsible for notifying users (well in advanced) about any changes or updates. Therefore, my question to you is... did you guys EVER notify us about these changes to the gold bonus program? I'm sure you guys are smart enough to force users (gold buyers) to read a disclosure BEFORE they buy gold, right? Or would that discourage buyers? WTF over.

Let me ask you this... if you bought something from a store (ex: a video game or tv) and that item was advertised at a discount price or if you purchased that item, you would get a free DVD player. Then you go to checkout and they tell you (after you buy it) that doesn't apply anymore. What would you do? Most people (98%) would be pissed!!! They would not shop there anymore or try to return it, right? But wait... that's right, with you guys - all purchases are final - so fukk me for trusting you, right?

I purchased at least 25 vaults of gold from you guys over the last 3 or 4 months. I had intentions of buying more (10 vaults of gold before/during the next event) however, after hearing this... I'm done unless you guys fix it. Keep your word. If you wanna make sure - then go ahead - but advertise these changes 30 days or 60 days before you do so. Come on Gree.

GBA

GBA
06-05-2013, 09:03 PM
If you wanna make sure - then go ahead - but advertise these changes 30 days or 60 days before you do so. Come on Gree.

GBA

I meant to say... If you wanna make changes like this - then go ahead - but advertise these changes 30 days or 60 days before you do so. Come on Gree.

P.J.
06-06-2013, 02:15 AM
How to hack Modern War

Only if :

1.You are tired of gree ****ing customer service and unfair treatment to players.
2. Don't give a shiz about being banned
3. Tired of gree changes for monthly gold bonuses
4. Think CJ and sirius should be hanged
5. Destroy gree games and want to take their work time finding " us "


1.How to do ?

Jailbroken device - you can google for it and jailbreak your device in 10 minutes.

2.Where can I find the hack?

www.iapphacks.com

Free version

also a premium version required a 10 euro donated, you dont have to but you will get a VIP hacks.

3. Hack features:

Hack features:
- Unlimited skill points
- No Building Rank needed to buy
- No items required for jobs
- All maps unlocked
- All items unlocked
- EPIC BOSS INSTANT KILL (fixing!) (Seems like it is server-side, no way to hack it.)
- Instant expansion for free
- Bank upgrade for free
- Multiple building constructions
- Multiple building upgrades
- One click one job
- Health hack*1
- Valor points hack*2I can't see the usefulness of your participation in this thread .... maybe because I'm still in a box?

MikeMerry
06-09-2013, 04:13 PM
How long does it normally take to resolve transfer game issues? Its been a week, and they closed my ticket today without it being resolved. I replied back and let GREE support know this, and now its open again and assigned.

Are there a list of steps I need to take in order to get the game back on my phone. No Im not talking about transferring the game...its too late because I dont have my old phone now. Im talking about after the old account has been sent to my new phone...is there something I need to do? Any help is much appreciated...

Cc or CS
06-09-2013, 04:24 PM
Gree support is a joke, they lost my monster quest account I had spent thousands of dollars on. 3 weeks and 20+ emails back and forth they have just closed the ticket with no solution

Revenge
06-09-2013, 08:08 PM
Having looked through a lot of bonus tickets, there are a few reasons why this may have occurred.

- You may not have received the newest bonus program rules which went into effect during April which explained that the program is now automated and that we look at the amount of cash spent rather than the number of vaults purchased.

- If you did receive the updated rules, then it may be that you are counting the amount you spent during the month based on your country's currency if you do not live in the US. Apple does not apply any currency conversion so prices for vaults are still calculated and paid for on our side in USD (for example, you may have spent $130 in your currency, but we only receive $100, and that's what is counted)

If neither of these apply to you and you believe you should have received a higher bonus tier, please respond to the ticket and ask for us to pull your purchase history from our side and we can compare numbers.

I did all that 4 days ago and sadly 2 tickets done after have been answered. What should i try next?