how long does it take on average to get a reply from support

[madfighters]

Waiting for a week for a reply about transferring data should I resend it

[Woggy]

I'm still waiting....near 2 weeks

[Mmmozzy]

It takes forever, mine was a week and a half

[Hildigam]

Did both of those lord, still no reply on my ticket either

[ZERO_07]

If its concerning missing gems on offers, then withing 24 hours, for anything else, expect to be waiting for weeks.

[Miyabi]

3 days for me.
Try to summit email ingame from both devices, and email them from your hotmail/yahoo/google mail etc with the information of the 2 devices together too.
Good luck.

[taylor1993]

Mine was only 24 hours. I just woke up and my gem issue was resolved.

[TLLi]

I sent them mail (22 Aug) and I'll dont got any answer. My problem was that I got new iPhone from service. And now I cant load my old game.

Anyone have phone number to them? I'll call them :)

[Miyabi]

I sent them mail (22 Aug) and I'll dont got any answer. My problem was that I got new iPhone from service. And now I cant load my old game.

Anyone have phone number to them? I'll call them :)

I got my new iphone from service in a 1 to 1 exchange as well, just use ur new device n mail them, as well as ur email to mail them all the details for old n new account.
Details such as:
Character name n level.
Amount of gems on hand.
Friend codes for old n new.

[TLLi]

I got my new iphone from service in a 1 to 1 exchange as well, just use ur new device n mail them, as well as ur email to mail them all the details for old n new account.
Details such as:
Character name n level.
Amount of gems on hand.
Friend codes for old n new.

All right, I don't remember how much gem I had because I haven't play since 11 Aug.

EDIT:
You mean that I shall send mail in-game?

[Miyabi]

All right, I don't remember how much gem I had because I haven't play since 11 Aug.

EDIT:
You mean that I shall send mail in-game?

Yes ingame, then it will log ur device info as well as time stamp, and email u back a copy.

[KTran2013]

Well, a "reply" is very different than actual support. I got a reply about 5 days after I sent an in-game ticket. I had in fact already fixed it by rebooting the game 2 or 3 times (the issue was armor crafting).

I hear it's a bit faster with email. Not sure if that's true or not. I haven't really heard otherwise.

[gardibolt]

I have put in a couple tickets and never got any response. CS stinks.

[michwlvrins]

If its concerning missing gems on offers, then withing 24 hours, for anything else, expect to be waiting for weeks.
Correct. Though sometimes it can take a couple of days. They always respond with the same thing though. "Not our problem. Contact the company the offer was through". Hate that. As far as support for an in game issue, depends on how busy they r. Ive gotten responses in a few days when i hear there arent a lot of bugs. Other times (like recently) it took just under 3 weeks. Still got the wrong answer.

[Hildigam]

Has anyone ever tried calling gree to see if they respond that way?

[jules604]

Prior to switching my phone. I asked if they could restore my game since I switched to iphone5 from iphone4. They responded that they could restore my game "just this one time".

That was August 21, 2013.

As of today, Nothing has been done.

[jules604]

Has anyone ever tried calling gree to see if they respond that way?

Yes, tried calling them today. A female voice picks up. You have the option to dial the extension of the person you would like to speak with or leave a message. Very Non-Reassuring!

[Hildigam]

pressing 0 should send you to the operator... or they were prowling the forums lol

[Woggy]

It'd be such a shame if someone got impatient and annoyed at GREE for their bad customer service and figured out a way to hack into the game and just destroy everything....

They best up their game

[template]

Finally got my transfer done. Probably took about 2 weeks in all with complete radio silence in-between. Wonder if getting the game ready for the upcoming Guild Wars event caused the delay.

[Woggy]

They best be sorting mine out asap then

[Hildigam]

Same here template, got a real response yesterday after a week ofinsisting

[madfighters]

Been waiting for a couple of day still nothing

[madfighters]

Who can I contact on forums that can help with transfer

[madfighters]

Bump bump bump

[Tschmidt22]

It's been a few days for me. I was hoping It would've been transferred by now so I could get Corvus +

[Cind3r]

i want to level tectonic............... please sir may i have my rewards?

[Cind3r]

i want to level tectonic............... please sir may i have my rewards?

Guess it worked. Thank you Gree for getting back to me and giving me my rewards :) much appreciated

[tollerach]

It's nice to see someone got their guild wars rewards. I'm hoping this means that Gree is on top of this.

Hopefully they will realize that running a beta test of a new feature on the Friday before a long holiday is not the best timing.

edit: got my rewards on 9-7. thanks for fixing this gree

[sake_rede]

so i want to repair my android
and i want to transfer my game data to another android gadget

can someone provide a step by step procedure
is there a format on emailing gree? so far i learned that
i need to take notes of my armors, gem, friend codes

[Frigo]

There's a great probability that you'll have to wait 5 days for a response in which they say they're looking into the matter and will update you later and 10 days later you can rate that support and that's it.

[Edwinz]

My friends been waiting a month for his account to be fix after Gree transfer his old account to new device and he couldn't play.... his beennsending lots of ticket 1 day atleast 3 to 5 tickets since the day of his account have error after transfer.

[Frigo]

I have been waiting for over a month as well, In total I have only sent 3 tickets and not one got an answer to my issues. I gave up.

[Sarn]

Been waiting a month for gree to even give me an automated response to my query about not receiving 55 gems from a free gem offer (signing up to Netflix). Have sent two emails thus far, should probably send more

[Lieda]

Im on a 5 day wait now... And still nothing, and by rewding this i already lost my hope

[Frigo]

Sorry about that Lieda, perhaps they can help you but not me. If it is your first ticket, I wouldn't lose your hope yet.

[Sarn]

Sorry about that Lieda, perhaps they can help you but not me. If it is your first ticket, I wouldn't lose your hope yet.

This is my first and only ticket thus far after months of playing, and lots of money spent on gems. Yet no response, don't hold your breath. :(

[LadyBadTouch]

I've sent in a ticket on a Friday and had it answered on a Tuesday. other than that I've had answers on other tickets in less than 24hrs.

I sent in 2 guild rewards tickets and one that had to deal with guild chat being down.

I wonder if the way I do it makes the difference?

Yesterday was the first time I learned about the in game contact.

I've always gone to gree's site to submit a request... Maybe that's what causes it to be handled differently?

*I should say that, every one, has been replied to by a human in less than 24 hours, except that one that was made over a weekend.

If you haven't submitted a ticket through gree's website, I would suggest doing that from now on. Make sure to use your code instead of your user name!

[Sarn]

Thanks ladybadtouch. I submitted my tickets from ingame, will try using the website instead. :)

[knights]

The more you spam them, the slower they'll reply you... or maybe they already put me on ignore...

[Frigo]

The more you spam them, the slower they'll reply you... or maybe they already put me on ignore...

I wonder about that too knights...
In case of LadyBadTouch, your tickets seem like a slight issue that is easy fixable. The first 2 tickets I send was through the website and I indeed got a response in 2 days. However, they weren't an answer or solution to my issues at all.

[LadyBadTouch]

I sent in a request through the app and had the same amount of response time if not faster.

If agree, if its an issue that's not easily fixed, then you probably will be waiting quite awhile.

[lolNeko]

I updated my phone to a newer firmware and it didnt load my old game, it prompted me to restart the game and continue on with the tutorial. I contacted GREE twice and have not heard from them yet. Have any of you guys had this problem?

[cafedecoy]

For some time now, every time I try to send the support an email through the game (from options-FAQ-contact us) the game's crashed on me.

[JuliusD]

Ok, I put the full story as maybe someone might actually see it now as it has been about 1 month since i made the first complaint to Gree and still have no answer back.
So since I started playing about 1 and a half months ago I have been having the same problem actually 2 problems.

I log on to the game on Android and for instants this timed quest for the past 3 days I have been making the seafoam gear but everytime I have closed the game and then come back to check on it in 25 mins it says armour set complete which is great but when I check the quest it says I have only done 6 sets of that armour the game doesn't seem to save my progress also I had been watching video offers and getting free gems and doing offers well I had 4 gems to start with then I went up to 20 gets left the game and come back to find the gems were back to 4 and the offers were not available. Then problems started with the video offers saying no offers available but on my other phone I downloaded the game to check this and there was video offers I got a message back from Gree for the video offer problem telling me to contact the companies that the video offer belongs to so I did they then told me to contact gree as the video offers work and it's a bug in there game so I contacted Gree again and what have i got from Gree.... Nothing yet again, Gree do not want to help me by the looks of this.

So all in all I have lost god knows how many gems over the time this issue has been happening and I have missed out on 4 boss armours due to this and missed out on being able to complete the timed quest due to this problem as well.

Sorry if it seems like a rant but I am fed up off Gree not wanting to help their customers.

Maybe someone else has this issue or had this issue and fixed it please let me know.

Thank you.

Julius D

[Sifu]

Ok, I put the full story...

Losing progress
This is likely do to unstable connections. Some of the data is stored on your phone but most is on the Gree servers. The game only periodically updates the servers. The gems rolling back to a previous number likely indicates your phone lost connection. This can be due to a weak signal on either your wifi or your cellular, whichever the phone is using.

The server tries to be current on what armor your knights, especially the main knight, are wearing. This is so your friends see the correct armor you are wearing when they hire you. You can try to go to the My Knights screen and change gear and hit OK. You may want to change gear several times. This should try to force a server update. Do this before you exit the game or lock the phone or whatever seems to be happening before the rollback.

Quest completion
If it is not consuming your materials for crafting the armor, this is likely the same connection problem. If it is consuming your materials, then I don't know what this is.

Video Offers
These are totally random. In fact, when I select the video offers, I always hit it again even if it says no offers are available. Close to half of my gems have come from that second try. Gree is not going to support that because they have never made any claim that these will be reliable. I try about 20 times a day and only get maybe 8 gems a month from this.

In the end, these are not likely things Gree can do anything about. This boils down to a random free offer that they do not guarantee and a phone connectivity issue.

[JuliusD]

Losing progress
This is likely do to unstable connections. Some of the data is stored on your phone but most is on the Gree servers. The game only periodically updates the servers. The gems rolling back to a previous number likely indicates your phone lost connection. This can be due to a weak signal on either your wifi or your cellular, whichever the phone is using.

The server tries to be current on what armor your knights, especially the main knight, are wearing. This is so your friends see the correct armor you are wearing when they hire you. You can try to go to the My Knights screen and change gear and hit OK. You may want to change gear several times. This should try to force a server update. Do this before you exit the game or lock the phone or whatever seems to be happening before the rollback.

Quest completion
If it is not consuming your materials for crafting the armor, this is likely the same connection problem. If it is consuming your materials, then I don't know what this is.

Video Offers
These are totally random. In fact, when I select the video offers, I always hit it again even if it says no offers are available. Close to half of my gems have come from that second try. Gree is not going to support that because they have never made any claim that these will be reliable. I try about 20 times a day and only get maybe 8 gems a month from this.

In the end, these are not likely things Gree can do anything about. This boils down to a random free offer that they do not guarantee and a phone connectivity issue.

Ok thank you for your information.

[Rylar]

I can not find a phone number to call anywhere, is there one. Need to get my account fixed myself.

This really should be an automated process...

[Rylar]

I found their address, think I would get the results I'm looking for if I showed up at their offices?

[Mr Spock]

I have had two issues 1st was fixed in two days... 2nd the answer came in less than 24 hours... Seemed very reasonable..I texted through the support center..

[Eunuchorn]

Open a new ticket every day until you get a response. Don't reference prior tickets. Don't open tickets fri, sat, or Sun.

Are their offices in San Fran?

[Rylar]

Are their offices in San Fran?

Yes, their us HQ is in San Fran.

[Wolfgangs246]

Not sure how widespread my particular scenario is but I'm logging it in here anyway for knowledge sharing purposes.

I recently tried submitting a ticket for transferring data between devices. The ticket was sent via the Contact Us button in-game. Nothing unusual happened and no error messages were received, but I found the ticket stuck in my mail 'outbox' a couple of days later. Not sure how or why it never got sent out during the original submission process but yeah.

FYI.

[Eunuchorn]

It always loads the email screen before sending the ticket. Perhaps you force closed or something before clicking send do it just got saved as a draft