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View Full Version : Gree support. ....or lack of it



tassychris
06-15-2013, 03:35 PM
Okay I know many have complained about a lack of support from Gree in the past, but overall as far as gold bonus was concerned they were fairly good.
Sadly that has now changed. Most of my syndicate received there bonus gold on the 4th which was great. Ten days ago I mailed them asking when mine would arrive. Their reply to me has been zip. Not a single reply that they are busy and will deal with it shortly, nothing.
So about 5 days I added to my request the fact of how many vaults I had brought. still no reply.
All I want to know is support still operating or have they automated it all and emailing them is a waste of time

Mr Oz

The Buckwheat Connection

the_brein
06-15-2013, 03:47 PM
I just got a response about this today. They told me this was an automated process. They told me if I hadn't received my bonus for may, to reply to email and they'll research. I put this request in well over a week ago.

Dave_warr
06-15-2013, 03:49 PM
I purchased gold and it never was credited to my account. Still have not heard from them and no refund to my bank account! I have sent Apple a formal complaint requesting that they either fulfill my order or refund it immediately!

Dipstik
06-15-2013, 04:04 PM
I purchased gold and it never was credited to my account. Still have not heard from them and no refund to my bank account! I have sent Apple a formal complaint requesting that they either fulfill my order or refund it immediately!

Id suggest buying it again... I'm sure you'll get it the second time.

tassychris
06-15-2013, 04:09 PM
I purchased gold and it never was credited to my account. Still have not heard from them and no refund to my bank account! I have sent Apple a formal complaint requesting that they either fulfill my order or refund it immediately!
Mrs Oz had same problem. She also ended up going through Apple after no respnse from Gree, that worked. It would appear Im not alone. Gree have you stood down so many employees that you are now unable to respond to simple mistakes your automatic system is throwing up?

Electrify
06-15-2013, 08:03 PM
there support system is terrible worst communication ever

lucky83
06-16-2013, 03:59 AM
What are you talking about? Their support is the best ever!

I never got a prize from the last collect 10 nor the main prize from the last LTQ, so i was positively surprised when i got this answer:

"Hi,

Thanks for contacting GREE Support! We apologize for the delay in reply to your initial ticket request. Please let us know if you are still experiencing an issue in-game, and if so please feel free to reply to this email. One of our specialists will be happy to assist you.

If the issue has since been resolved, please feel free to disregard this email.

Thank you,
GREE Support"

Best part is, that took only 9 days. No new mails needed, i used my magic wand and now i have my weapons. Oh wait, it was just a dream - still missing my weapons that i truly deserve!

Biggie Pac
06-16-2013, 04:05 AM
What are you talking about? Their support is the best ever!

I never got a prize from the last collect 10 nor the main prize from the last LTQ, so i was positively surprised when i got this answer:

"Hi,

Thanks for contacting GREE Support! We apologize for the delay in reply to your initial ticket request. Please let us know if you are still experiencing an issue in-game, and if so please feel free to reply to this email. One of our specialists will be happy to assist you.

If the issue has since been resolved, please feel free to disregard this email.

Thank you,
GREE Support"

Best part is, that took only 9 days. No new mails needed, i used my magic wand and now i have my weapons. Oh wait, it was just a dream - still missing my weapons that i truly deserve!

Lucky this is typical of gree. I had a similar experience except I didn't get a nice email like that, just a survey and a closed case

lucky83
06-16-2013, 04:14 AM
That's only one of the tickets in the pile. I can give you a few more examples, like for instance 3 hits/refill during war (where i got the middle finger instead of a refund), almost three months waiting for getting in their gold bonus pool etc etc.

Funzio........ Those were the days *with a sentimental voice*

Anyhow, i really hope that they do give you the gold that you have earned chris. And same goes for me and the loot i didn't get but truly deserve.

Randolph
06-16-2013, 04:15 AM
Same here, ticket send and got the automatic reply asking if the issue is still unsolved? Looks like gree doesnt start working till after the second mail, at least thats what i'm hoping. Just hope they credit the gold they owe me before the next war starts :-s

tassychris
06-16-2013, 03:38 PM
What are you talking about? Their support is the best ever!

I never got a prize from the last collect 10 nor the main prize from the last LTQ, so i was positively surprised when i got this answer:

"Hi,

Thanks for contacting GREE Support! We apologize for the delay in reply to your initial ticket request. Please let us know if you are still experiencing an issue in-game, and if so please feel free to reply to this email. One of our specialists will be happy to assist you.

If the issue has since been resolved, please feel free to disregard this email.

Thank you,
GREE Support"

Best part is, that took only 9 days. No new mails needed, i used my magic wand and now i have my weapons. Oh wait, it was just a dream - still missing my weapons that i truly deserve!
Whoo Hoo just got that email as well. 17 days into the month. Things are moving fast now. Maybe by the end of the month Ill receive another auto sent email saying the same thing. My guess is that this has put me back to the bottom of the list again.
Well done Gree

tassychris
06-16-2013, 04:28 PM
WOW Maybe Im wrong less then an hour after replying to there auto email I actually got a reply from a real person. There escalating it to a specialist. Hopefully the wheels will turn much quicker now.

Sandukan
06-16-2013, 04:55 PM
Mine was escalated to a specialist about a week in. THREE WEEKS later it was resolved.
Total time: 1 month

An escalator is not useful when you are going to the 200th floor.
You need an elevator.
Ask them to elevate your ticket next time instead of escalating it.

cditti
06-16-2013, 05:02 PM
I put a ticket in in may. Was told it was escalated tbat was it still waiting.

Tuzara01
06-16-2013, 08:50 PM
I didn't get my grand prize item from heidi event. Wrote a ticket still nothing :confused: judging from what u guys are saying its going to be a long process :( and not in time for battle -.-

Thanker
06-16-2013, 10:26 PM
My experience was a little different I guess.

I got an email within 4 hours of sending in a ticket (check my past post to know why), not those auto-generated responses I am sure.

BigMoney
06-16-2013, 11:01 PM
My experience was a little different I guess.

I got an email within 4 hours of sending in a ticket (check my past post to know why), not those auto-generated responses I am sure.

I just went through your post history even though I doubt there is anything you could say to GREE to get such a prompt response. Your LTQ didn't start on time, you didn't receive an item after successfully opening 3 cases in a collect-10, and you had connection issues... so what? None of those are exceptional problems. It always boggled my mind that GREE could take over a month to address gold bonus issues-- these are people spending thousands of dollars on the game, and GREE can hardly ass itself to responding to them in a timely manner.

cditti
06-17-2013, 12:51 AM
I once sent in a ticket 2 days after a different ticket. It was answered and fixed within 3 hours. No consistency on turn around time is random. I think if it is easy one answer right away if not a long time...

(CK) EL
06-17-2013, 12:59 AM
i sent a ticket 45 days ago (i am not kidding) and there was no responce at all, i forwarded it again 15 days ago and still nothing...

Thanker
06-17-2013, 01:02 AM
I just went through your post history even though I doubt there is anything you could say to GREE to get such a prompt response. Your LTQ didn't start on time, you didn't receive an item after successfully opening 3 cases in a collect-10, and you had connection issues... so what? None of those are exceptional problems. It always boggled my mind that GREE could take over a month to address gold bonus issues-- these are people spending thousands of dollars on the game, and GREE can hardly ass itself to responding to them in a timely manner.

BigMoney, u r right, my issue may pale in comparison to other bigger gold related issues but what I shared was real, if u wan u can pm me yr email and I can forward it to you to have a look :)

BigMoney
06-17-2013, 01:07 AM
No, I believe you. Getting a prompt response from GREE is like winning a 6x prize on a scratcher. I'm sure it happens, and I've heard of it happening, it's just never happened to me.

Edit: GREE's next evil monetization idea: 20 gold for prompt response on a support ticket. Or it can be a scratcher grand prize, since they have roughly the same odds.

The real cosmo
06-17-2013, 10:12 PM
I did get a quick response. Accidentally wasted gold upgrading Pizza Parlor while collecting enough to upgrade Toy Box.
Sent in ticket June 16 20:20. Receive response with reimbursement June 16 22:10.

tassychris
06-18-2013, 01:33 AM
Looks like I might be stuck on a slow escalator lol still no word. from the "expert"

lucky83
06-18-2013, 05:30 AM
Bumping this and hoping someone from Gree actually reads this and do something about your (and my) problem.

tassychris
06-19-2013, 12:20 AM
Another day gone with no word from the "expert" I suspect the escalator has the same hit miss chance as a Hindu does of becoming one with Brahman.

wa7sh
06-19-2013, 12:53 AM
Sinice they bcame popular they started getting more and more tickets. U can't really blame them but then again there sacking.

SaltineSam
06-19-2013, 10:03 AM
I think I might be one of the few players who feels gree has actually improved a great deal lately with support issues. I've had some serious issues, and all have been answered and resolved. I can't understand why players would complain over the fact, that yes, it will take some time to get your issues handled properly. Your talking about a game, with maybe million+ players. How would you like it, if you went in to work, and saw 200,000 emails in 1 day, that you needed to reply to or help solve? And what would be a solution from gree? Hire 5000 employees to deal with support tickets? Unlikely for a company who's main objective is profits. And I'm not even gonna point out the fact that probably thousands of those tickets, are just a waste of time, and clogging up real issues players are having. How many times have you seen a stupid question on the forum from a player, that had an obvious answer and solution? So imagine how many players, don't post that question on forum, and instead send in a ticket! Sorry guys, I can actually understand why a game of this magnitude would have alot of issues with support. I'm sure they can do better, but I also believe they are trying. If I send you 10,000 emails, how many can you reply to, and actually help, within an 8 hour workday? If your answer is all of them, then please apply for a job at gree!

Tommy Two Toes
06-19-2013, 10:28 AM
If I send you 10,000 emails, how many can you reply to, and actually help, within an 8 hour workday?

I think you've missed the point. I think the chief complaint is they may only have one person to answer every 10,000 emails--not that the person they hired to do it isn't working hard enough.

Personally, I'm grateful to get any response, since I don't spend much on the game--but I could see how players who spend substantial portions of their income could get impatient.

tassychris
06-19-2013, 03:18 PM
I think you've missed the point. I think the chief complaint is they may only have one person to answer every 10,000 emails--not that the person they hired to do it isn't working hard enough.

Personally, I'm grateful to get any response, since I don't spend much on the game--but I could see how players who spend substantial portions of their income could get impatient.
Gree knows its a gold bonus issue. They also know how many vaults I brought last month. If I was an employee I would be looking at those emails first.
Iknow there are many other issues that need to be dealt with....such as the fact Im level 250 and my rivals list is now only bringing up people at level 180 lol that are always beat up.
There big issues mine is a simple little one that can be resolved in minutes and shouldnt take 20 days.
I don't believe Im being unfair
Mr Oz
The Buckwheat Connection
Attack 595 k
Defence 664 k
IPH 9.8 million

tassychris
06-21-2013, 01:09 AM
Yet another day with no reply from Gree that addresses the issue. 21 days come on Gree is this service for your gold players. I would hate to see how you treat your free players.
MR OZ

KemoKidd
06-21-2013, 08:31 AM
Not as important as directly spending money and not getting what you purchased but I sent a ticket 3-4 months ago how my son accidentally deleted a level ten Frosty Hideout and have yet to hear anything.

Butt Futter
06-21-2013, 08:50 AM
Not as important as directly spending money and not getting what you purchased but I sent a ticket 3-4 months ago how my son accidentally deleted a level ten Frosty Hideout and have yet to hear anything.

You sure it's still open? Have you ever replied to the ticket asking about it?

KemoKidd
06-21-2013, 11:57 AM
You sure it's still open? Have you ever replied to the ticket asking about it?

I always mean to but its my camper account and I always forget bc I don't care as much about that count as my main one. Also I send quite a few "here's another cheater" tickets so I would have to find my original email to say wtf gree! Look how long its been!

KemoKidd
06-21-2013, 01:48 PM
I just fowarded the original email to them. I sent it on April 9th!

tassychris
06-24-2013, 07:54 AM
Okay its 24 days into the month and now tax time, with no satisfactory response from gree. Luckily I was speaking to my lawyer and I believe I have a strong case to ask for a full refund from gree. They have offered a service that has not been delivered. I like the game but if this is how we are treated I can leave it tomorrow.
Luckily I have full details of what they offered as a gold bonus......something they have been reluctent to talk about.
I know know why
MR OZ

Roscoe782
06-24-2013, 08:00 AM
At least you guys got to battle this weekend

KemoKidd
06-24-2013, 09:04 AM
Okay its 24 days into the month and now tax time, with no satisfactory response from gree. Luckily I was speaking to my lawyer and I believe I have a strong case to ask for a full refund from gree. They have offered a service that has not been delivered. I like the game but if this is how we are treated I can leave it tomorrow.
Luckily I have full details of what they offered as a gold bonus......something they have been reluctent to talk about.
I know know why
MR OZ

Good. I bet they will take care of that asap when your lawyer calls. Why? Because that will cost this cheap, lazy company more money. Seeing how much syndicates pay during these battles and how many people spend on the non-stop events they can afford to better support their customers. Dont bite the hand that feeds you Gree(d)! Good luck Oz.