OPEN letter to SirusCan someone help in Gree customer service ?

[OM-Kingdom Age]

Dear Sirus, our link and moderator on this forum, I need your help.
After the upgrade, my KA kept crashing ( ie kicking me out of my game ) I was on the last boss level to complete And obtain the King Gabriel unit ( which obviously I did not get as event ended before I can hear a beep from gree). After three delete and re-install of the app, with no solution to my problem, my iPad went to a recovery mode and I had to reinstall the iOS software and restore factory settings. In other words when I used the iTunes/iCloud to download the app again I lost my account and was born in level 1 newbie. I have submitted my first ticket on 6/26 3 pm EDT and since being trying to get resolution to my problem. One developer did answer one of my tickets and asked for more Info to restore the account after 6 days; however, after that my ticket was closed. I have provided the info requested 7 days ago. I have not heard from anyone anymore. I am still out of my game and losing on opportunities to complete events. I consider myself a frequent player and certainly what one would label as a heavy spending customer. I am in awe as the total lack of follow up from Gree . I submitted a ticket on gree with iTunes and apple, and since then they have been following with me daily to check if my problem has been resolved. So,my open letter to you is asking for your help to intervene with Gree customer service particularly in events of tickets where one is locked of game ( ie your company is losing money when I am not playing ) and give them higher priority or special emergency contact or something. I need my game back ! I invested lots of money in this game ( and yes others can say how stupid i am, certainly i realize that) and certainly this is not the way you treat any customer and never mind your most loyal customers . My ID is 903-366-251 .
Thank you in advance for your consideration, and help
OM-RK
PS . I apologize from my player colleagues for posting this here and I know this is not the right place but as you can tell I have a reached a dead end here. The KA withdrawal symptoms have been tough. I hope no other players go through what I am going through as it is a total nightmare. I am hoping that my case will generate a better process to help others in similar situations.

[STARK]

I believe that OM has not only gotten her point across in a very ladylike manor, but she is completly right in regards to customer service which is what it comes down to. Companies today cannot afford to provide bad customer service or they eventually go bankrupt, unfortunately ticket responses are not only slow but in many cases are not even helpful and rather disregarded by reps. So gree aim for HAPPY customers and in turn you will get LOYAL customers!

[True Blood]

I Think it is really terrible! how can these things happen! a full mont to recover an account!
you have my Solidarity! hope Gree will solve your problem! soon!

[Phrazer]

OMGoodness... That is AWFUL! I am so, so sorry. I cannot imagine going through what you've had to deal with... for OVER A WEEK. I agree this is unacceptable... all the more so because of the massive amount of real money you have poured into this game. I have often wondered why the support email default is so generic. It seems like it would be incredibly easy to at least start with radio buttons or a drop down box... to classify the problem. You know... how most apps' support features work... "My issue is related to:" with quite a few default choices and an 'other' with a small description field. You'd think this would help streamline the process on their end, too. Instead of their support reps constantly changing hats with every ticket, they could work on a specific range of issues.

[lisawarrior]

OP I really sympathise with you. One of my guild mates has had a similar problem. He is joint leader with me and has not been able to participate in the quests. Hes pulled out an older device and got another account so that he feels hes contributing something, even if it's at a much lower level. It's had quite an effect on him, and an impact on the team too because he is a very active player. I really hope your issue gets sorted out really soon. It doesn't take long to get behind in this game, and with every passing quest rivals get stronger. Gree really do risk losing players if it takes too long, because if players have such a break in their game, they have lost momentum. I wish you luck in sorting your issue out.

[Sir Frederik]

Sir Sirius... How on earth is it possible that your company are not doing everything what they can both in this case as well as in others, to help, to advise and to show that type of interest which very well will either make your company grow, or descend if reality is what in previous treads are described?
I know that it is a fact that lack of interest as well not being able to solve whatever challenges the accounts may face, by using or purchasing that product a company sells...and in this case this game.
We are a lot of players who all knows Lady Om, we are all frustrated on her behalf.... -not only could this situation become our reality as well... -but whats frustrates even more is the way your company handles such clients request for help!
You really need to understand that we are the ones who buys your product... We can afford it and we like it...
But clients are only faithful as long as they get what they pay for!
Now do revive our believe in your firms competences, and make things happen so we know you are the right place to place the money we as adult people wish to spend on amusing ourselves.
And it would suit that company of yours to compensate Lady Om, whatever quest rewards she now have been without have been without chance to obtain due to the unreasonable long waiting time.
Kind regards
Sir Frederik - Knight of Light

[Severoth]

Hope you get your account back soon OM. It's been to long already.

[DragCro]

Please any of admins or support at Gree can you help Om,she is good player and honest,loyal to Gree games..Can you help her to get her account back and working..Many thanks

[Shinazueli]

Lol the #1 box event name is "Gree please help OM". Sad situation, funny and heartwarming show of support.

[Ratma2001]

Lol the #1 box event name is "Gree please help OM". Sad situation, funny and heartwarming show of support.

Agreed , but if Sirius or another Mod was to action this instead of letting it go on for so long, it would be closed now
We all now how bad customer service is, and this is why you are not allowed to flame Gree, as they do no wrong!
Help this player out so we can move forward onward and upward please

[King Ben]

Gree, please do sthg to help her ....

[DrQ]

I sympathize with what om is going through..
Got me thinking. I m also one of those ppl who spend a lot ... Time & effort.

How do I prevent the same thing that has happened to this player from happening to me?
For gree to fix this problem what is it they need? If I know this info, at least I can write it down somewhere if this ever happens to me.

Just my 2 cents, if this game can cause withdrawal symptoms ( I m curious as to wat those are ) , shouldn't we be having an intervention for om since everyone posted has shown great concern...

What happens if the company goes bankrupt?

Thank you.

[Tiki]

OM is a very devoted kingdom age player, not to mention a lovely person. Please intervene and see if you can get her game back.

[Rastlin]

Please save OM!

[Warmonger]

I have been in this situation and it took gree 3 weeks to restore my account. After 1 week I got an email just asking did I still have a problem, which was ridiculous as they know that only they can restore a game. I gave them all the information they needed and it still took 3 weeks. Once they restored the game they did not email me to let me know I only found out by checking myself. I missed a lot in those 3 weeks a war and LTQ's!

[True Blood]

Agreed , but if Sirius or another Mod was to action this instead of letting it go on for so long, it would be closed now
We all now how bad customer service is, and this is why you are not allowed to flame Gree, as they do no wrong!
Help this player out so we can move forward onward and upward please

Dear all I do not see any attempt to flame at Gree, - no bad words, all is ploite and nice...and also this also just a way to support a friend! I know that probably Gree is already trying to solve the issue, I mean, why should they not? why loose such a dedicated player... and, yes, income! They probably have a lot of things to do, like most of us! but this is a way to support a player, and let her know behind nick names there are people who care! yes even if this is a game:)

You know what hurts the most! Some player saying and changing their name to kid her around, or sayin she is RK does not deserve anything! that is not acceptable, not a human behavior!

I hope you allow me to say that RK or not ( or any other guild... tag) OM is a player, like every body - on top of that she is a very nice person and a personal friend of mine!
I think she deserves all support as any other honest player should deserve! any tag! this goes beyond clans. this is human sympathy!! and a case that show and if broght to attention may help others!
I have been grown with some cammandaments one says :do not do others what you would not to be done to you!" but apart from it, if one does not help others when they need, he may not receive help in return! life if a circle! and as I said any player of any guild or clan deserves a kind word or attention, is they are honest( but that is not up to me to judge)! this is a game, yes, but if in a game people can show therir worst... I wonder in RL!

said this, I think Gree has all interest to retrieve her account!

call me a stupid visionary, but I still believe in kindness, frienship and helping... even with a kind word!:) all comes back in life!
Om hang in! I know Sirius, and Gree are working to restore your account!
True Blood ( pls forgive if my English is not perfect:))

[MidnightExpress]

Well said True Blood....

[Free Ronin]

When my iPad burned itself up it took 9 days to get them to transfer my account from heir servers to my new iPad. So I don't think he is over by much what I experienced with Gree.

[Spydrax]

Dear all I do not see any attempt to flame at Gree, - no bad words, all is ploite and nice...and also this also just a way to support a friend! I know that probably Gree is already trying to solve the issue, I mean, why should they not? why loose such a dedicated player... and, yes, income! They probably have a lot of things to do, like most of us! but this is a way to support a player, and let her know behind nick names there are people who care! yes even if this is a game:)

You know what hurts the most! Some player saying and changing their name to kid her around, or sayin she is RK does not deserve anything! that is not acceptable, not a human behavior!

I hope you allow me to say that RK or not ( or any other guild... tag) OM is a player, like every body - on top of that she is a very nice person and a personal friend of mine!
I think she deserves all support as any other honest player should deserve! any tag! this goes beyond clans. this is human sympathy!! and a case that show and if broght to attention may help others!
I have been grown with some cammandaments one says :do not do others what you would not to be done to you!" but apart from it, if one does not help others when they need, he may not receive help in return! life if a circle! and as I said any player of any guild or clan deserves a kind word or attention, is they are honest( but that is not up to me to judge)! this is a game, yes, but if in a game people can show therir worst... I wonder in RL!

said this, I think Gree has all interest to retrieve her account!

call me a stupid visionary, but I still believe in kindness, frienship and helping... even with a kind word!:) all comes back in life!
Om hang in! I know Sirius, and Gree are working to restore your account!
True Blood ( pls forgive if my English is not perfect:))


Agreed. A game, but a game of human beings no matter the pay scale or what you wish to spend here. People jest, and some probably actually get angry towards the ones who spend, but what's the difference if you're spending $ here or on the golf course?

That's not the point here. I was wondering, (and searched (commenting towards another threads remarks)) for why this OM was to be helped and here it is.

I don't know OM, but I empathize and can sooooo understand the aggravation, sense of loss and hurt feelings this has caused. GREE, as others have pointed out, MUST be working to correct this matter, only, maybe they should be in better contact with OM so she(?) knows what's going on... Not knowing is the hardest part.

[True Blood]

Agreed. A game, but a game of human beings no matter the pay scale or what you wish to spend here. People jest, and some probably actually get angry towards the ones who spend, but what's the difference if you're spending $ here or on the golf course?

That's not the point here. I was wondering, (and searched (commenting towards another threads remarks)) for why this OM was to be helped and here it is.

I don't know OM, but I empathize and can sooooo understand the aggravation, sense of loss and hurt feelings this has caused. GREE, as others have pointed out, MUST be working to correct this matter, only, maybe they should be in better contact with OM so she(?) knows what's going on... Not knowing is the hardest part.

hello! i love your Avatar!:))))) that avatar you have is my home! that is why i invite you to join Palringo KA chat! you will Meet Om.. and if your avatar means what i Think i would love to Meet you.. chat in some of my language! few mispell!
hope to see you there! my nick is the same, True Blood everywhere... I am just that..! join us:) and thanks! ciao

[Ratma2001]

It's still great to see that the Forum Moderators are posting in other threads but giving this thread a WIDE berth ? Is there something going on that we don't know about Gree ?
Please assist this player in getting back in the game or post something on heretofore advise that you have someone looking in to it or are doing something about it!
Crikey even just a note to say " O.M we are currently trying to deal with your situation , please be patient whilst we fix this issue" it's not that hard ..... Sirius or CJ54 a little comment will go a long way on this

[Lobo731]

So,my open letter to you is asking for your help to intervene with Gree customer service particularly in events of tickets where one is locked of game ( ie your company is losing money when I am not playing ) and give them higher priority or special emergency contact or something. I need my game back ! I invested lots of money in this game ( and yes others can say how stupid i am, certainly i realize that) and certainly this is not the way you treat any customer and never mind your most loyal customers .
Thank you in advance for your consideration, and help
OM-RK
PS . I apologize from my player colleagues for posting this here and I know this is not the right place but as you can tell I have a reached a dead end here. The KA withdrawal symptoms have been tough. I hope no other players go through what I am going through as it is a total nightmare. I am hoping that my case will generate a better process to help others in similar situations.

My husband's game did the same thing tonight and he is very unhappy. He has spent considerable time and money on KA. His character, ROCK THE GREAT, is our guild leader and guardian. With the guild wars starting on Friday, we will be unable to build walls and our strategic plans wasted. We will also not be able to rely on his characters strength for points.

If there are any GREE moderators, or GREE tech support people reading this, PLEASE help! I have sent you a message thru my game (Lobo, ID 667-844-555) regarding ROCK THE GREAT game ID: 598-078-024 and his game craning. In that message I included my husband's name, his telephone number, and his email.

Let's hope for a swift resolution!

Thank you. Lobo

[DragCro]

Please help her get account back,she is waiting now 2 weeks,she is missing ltqs

[Ratma2001]

This is an absolute joke and farce by Gree, letting this continue for such a long amount of time, surely it can not be that complicated to help or assist or maybe even POST something on here for the person.

[DrQ]

We are assuming they are not doing anything ( which is most probably accurate ) but perhaps gree has already contacted them and we r all just getting our undergarments in a knot for no reason...

[Ratma2001]

We are assuming they are not doing anything ( which is most probably accurate ) but perhaps gree has already contacted them and we r all just getting our undergarments in a knot for no reason...

Hence the response from a Forum Mod to Appease us is still outstanding and show little faith in the current situation....basically if this happens to you, GAME OVER !, back to reality! off with those rose coloured glasses.

[Red Panda]

no, Gree probably has done absolutely nothing. Their average ticket time seems to be about 1 week - and the moment they answer you, they close the ticket - whether or not they resolve your problem. This results in needing to file ANOTHER ticket and wait ANOTHER week to get ANOTHER reply that you're going to have to rinse and repeat the cycle for. And yep, the resolution I had to my game suddenly no longer loading and their snippy reply was, "oh well. I started spending money the day before this happened. Guess there's no profit in it for them." Clash of Clans is probably enjoying my sudden interest in their game.

[Samskill]

SAD.
The fact that we have to plead and beg GREE to do something that they are supposed to do in the first place, is wrong.
Very very wrong. GREE really needs to buckle up, or else......

[OM-Kingdom Age]

Dear KA community,
after numerous tickets, voice messages, and after two weeks lost in virtual space, I am glad to report that I am back in command of my kingdom. i want to take this opportunity to thank the wonderful players for their support and concern each in their own way. thank you KA community, I could not have done without you.

[OM-Kingdom Age]

how can I close this thread now? I bet that will get done quickly!

[Dexter Morgan]

Glad to hear you got it back om. Now if they will credit you with all the units you lost out on, that would be fair

[OM-Kingdom Age]

That would be only fair, Dexter; specially, that It was totally Gree's negligence that resulted to such a long lock out of my account. I guess I have few more tickets to submit . LOL.

[TempusDA]

Om so sorry I was not here during your time of need. I am glad you got your account back it is awful that you had to wait so long considering the amount of money you have poured into the game. Thanks for checking up on me sent you a message on Plaringo. Been quite busy with the property taking care of business.

[Lobo731]

Dear KA community,
after numerous tickets, voice messages, and after two weeks lost in virtual space, I am glad to report that I am back in command of my kingdom. i want to take this opportunity to thank the wonderful players for their support and concern each in their own way. thank you KA community, I could not have done without you.

OM -
I am glad you got your game back.

My husband's game is still down and he is really missing it. I really wish there was something I could do. I have tried calling GREE - but the number I found only goes to an answering machine. I have left a message and he has left a message. I have gotten a second email yesterday (july 11) asking if the problem still exists and I replied saying that it did. I honestly don't know what else to do. This is just so frustrating.

Again, I am glad you got yours back...I hope he gets his back. Maybe someone out there will help with this problem like they helped you....