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So my husband sent a ticket into GREE over a week ago....and here is GREE's response...lol
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.
THEY DID NOT EVEN ANSWER HIS QUESTION...THEY DID NOTHING! AND YES, HE IS STILL EXPERIENCING THE SAME PROBLEM!
Have him respond to the auto reply and change modern war issue report to "URGENT", this seems to be the fastest way to get a response. Still not as fast as most companies but fast for Gree.
It just kills me that after 2 weeks of waiting for an answer this is what he gets...Ignoring the issue doesnt make the problem go away GREE!
This is the standard response to EVERY ticket sent in to Gree. All they do is create more tickets for themselves by not taking care of things the first time around. I send in ticket after ticket regarding the same issues with no response. Then when I resort to using profanity they tell me to send in another ticket worded differently because profanity and abusive language is prohibited. If they would do their ****ing jobs right the first time around, I wouldn't have to resort to that. I don't like having my issues ignored. If they would answer me and tell me that it is a glitch or bug that is being worked on, I could possibly be satisfied with that. But no all they do is give robo-responses and just make the problems worse. They could also post things on here to let people know what is going on which could reduce the number of tickets they need to respond to thereby improving customer service.
Once I waited a week for a response and they sent me one that said: "This issue has been closed."
As others have noted, I believe this is GREE's standard response to any ticket. Basically, I think that Gree believes that if they wait a couple weeks, the issue will go away on its own, or that you will forget about it. I'd be curious to find out the proportion of these tickets that gets replied to.Quote:
Originally Posted by mrskll
I had a ticket originally sent in on June 10th (regarding a glitch with the "Gone Rogue" LTQ that made me repeat some levels). Gree replied on June 18th with their standard response asking if I was still experiencing the issue in-game. Technically, the answer is no, since the event ended, but I replied to them explaining that the response didn't make sense. The response from GREE back (asking for more information) was within 6 hours. I replied five minutes later, but haven't heard anything from them since. I sent a reminder e-mail, but I am not holding my breath.
Boston Card
Remind me again why GREE doesn't replace the entire support staff.
There is no more "point" to the game for "free" players as there is for gold players; it is merely for our own enjoyment. And if you believe the idea that time = money, then all the questions you ask applies to the free players as it does to the gold players. So, gold players pay money into the game for the same reason as you devote time to the game; it brings them enjoyment to grow their bases, improve their stats, and beat their rivals. Nothing at all wrong with that (except for the small number of people who are spending more money than they can really afford.Quote:
Originally Posted by Tfl2323
The answer is that Funzio created a very compelling gameplay that GREE has found a way to monetize effectively. We can criticize the game all we want, but the short version is that most people on this board actually play it. I wouldn't criticize gold players too much. The minute that GREE's costs to support the game exceed the revenue they get from gold players is the minute they shut the game down, and none of us (gold or free players) play any more. I'm not willing to part with real money on this game and I am comfortable with my decision (a couple times I really almost bought some gold, thought better of it, and am happy with my decision). But I totally realize that the only reason the game is free to me is that gold players are paying for it. So, there are large swaths of people who I will never be able to beat, who can visit my base and totally destroy it, and who can engage me in battle and never lose to me. I'm okay with that; I'm just going to keep doing what I am doing. I still have stronger stats than most free players for my level, win more battles than I lose, am part of a pretty awesome faction, and still have fun. The minute that changes, I'll walk away. I know I'll eventually tire of this game, like I tired of other games before it and stopped participating. But for now, I enjoy it and keep playing.
One last add... for the current war, I decided to skip out on some of the events (the LTQ's and faction tournaments). Like you, it got to be too much for me. Like a Vegas Buffet, you gotta be selective or its easy to overdo it and burn out. The upshot of a Vegas buffet is that you can be selective with what you eat and still enjoy a great meal. So, participate in the events you like and skip the ones you don't.
Boston Card
Two weeks ago, I sent in a ticket because the game had frozen when I was checking a base expansion to see how much time was left. When it came unfrozen, it had charged 280 gold and completed it, without ever hitting the button. A couple days later I get an automated message that they are experiencing an unusually high volume so their attention may be delayed. Among my faction, this freeze and steal has happened to 4 different people, and we have put in numerous tickets. This morning, one of my faction woke up to 500 gold just missing. No new building, nothing completed early... nothing at all! Combined, these 7 events are almost 3000 missing gold! At what point can you expect them to finally get to you when the game is literally stealing your money? IMO, 2 weeks is way too long for any sort of reply at all. I have not even gotten the email asking if I am having the same issue. Is there any other way at all to get GREEs attention?
The last game I played and spent gold in, Apple dropped it when te devs decided to stop taking care of customer service issues and Apple was having to refund a lot of gold purchases because of it. GREE isn't careful, they may encounter the same issue!
My funniest one for me was when I reported a hacker and got the old generic 3 hit glitch response for wd events and credited 1500 gold, then the next day they gave me the same response to a small issue I was having with the KA LTQ and credited 3000 gems. Needless to say I left both at that and carried on.
Funniest one I have had on the forum was in regard to a patch meaning many players could no longer log in and one of the Gree employees said we have not had many cases raised but if you are having an issue please let our support team know via the in game contact support link
Apple has already refunded a lot of money to people for this game if the people provide enough documentation to prove that Gree isn't responding to their issues. I have repeatedly written back in response to their robo-responses that if they took care of the issues the first time around they would drastically reduce the number of tickets they need to respond to and thus increase response time. They just don't care. I have taken to providing profanity laced responses to them because at least I know they read them that way because I am tired of sending in tickets regarding the same issues with no response back no matter how nice I am about the issue. They have threatened to ban me from support because of my responses. REALLY??? They think I care if I get banned from support. What ****ing support do they even provide? I have told them repeatedly as well that if they started to treat the people who play their games with some respect and respond to their issues instead of ignoring them and not doing a ****ing thing, I know that I would be a lot nicer when I have to send in a ticket and they would not get the attitude from me that they do. I don't like being ignored, which is why I respond the way I do. A simple "we are sorry for the problem that you are experiencing. we have forwarded the information onto the developers so they can work on this issue. to compensate you for this issue we have credited your account with in game money, gold, etc. or unfortunately we do not have the capability to compensate you for this issue." Something along those lines would be a hell of a lot better than "sorry for the delay in response to your issue. if you are still experiencing the issue please reply to this ticket" and never hearing another word about it. A lot of times when it is a game glitch or bug that they are aware of they could very easily at least put a sticky here on the forum letting us know what is going on and whether or not a ticket needs to be sent in. Gree has no idea what customer service is and needs to take a few classes to learn how to deal with their customers.Quote:
Originally Posted by DaniFMP