Ticket #1220591 The truth about service support in-game.

[DarekK]

Hi all,

Last time I was writing to the support a few years ago.
The answer was from a real human - girl, the assistant.
I knew her name from e-mail footer.
I lost three months' progress in-game (rolling back)
All damages were fixed in a few hours.
I was very happy with the service.

Last week, after the last update, like some of you I was banned without any reason.
I lost a lot so I wrote to the support.

Hi,
I lost all neighbors and I'm out of the alliance. I got a message that access to certain features has been restricted. I don't know why? Can you fix it?
I'm playing a lot. I'm addicted to this game. Please help me. DarekK

But at that time I have a surprise, a big surprise.
I got twice an automated message.

1st
Hello,
Thank you for contacting our Support Team - this is an automated message to confirm that we've received your request. One of our agents will get back to you as soon as possible.
It would greatly help us if you could provide the following:
- Detailed description of the issue;
- Screenshot of the issue, if possible;
- Any troubleshooting you've tried.
Thank you for your patience!

2nd
Hello,
I'll talk the matter over with my colleagues and get back to you shortly.
Stay tuned!

I explained what happened.
For me, that was big damage and I had attached screenshots.
Today, almost one week after the bug was introduced I get the message that G! is not going to repair the damage caused.

3rd e-mail:
We've already sent compensation to all players: 10 banknotes and 7 event chests.
Unfortunately, additional bonuses are not provided.
Let me know in case any additional questions arise!

No footer in any of the three emails.
It looks like another automatic answer.
My explanations and screenshots for nothing.
G! is not going to repair the damage.
They gave 2 banknotes to me (not 10 banknotes and 7 event chests)
and should I be happy about that?

A lot is written about cheating so the truth is that G! is the biggest cheater.
After Ivan left the company G! hasn't got a "human" face.
Nobody represents G! in dealing with players on the forum, there are also no real people in support.
Someone hidden without any responsibility is just sending rejected requests.

That's all sad.

DarekK

 

[Jpepe]

Hi all,

Last time I was writing to the support a few years ago.
The answer was from a real human - girl, the assistant.
I knew her name from e-mail footer.
I lost three months' progress in-game (rolling back)
All damages were fixed in a few hours.
I was very happy with the service.

Last week, after the last update, like some of you I was banned without any reason.
I lost a lot so I wrote to the support.

Hi,
I lost all neighbors and I'm out of the alliance. I got a message that access to certain features has been restricted. I don't know why? Can you fix it?
I'm playing a lot. I'm addicted to this game. Please help me. DarekK

But at that time I have a surprise, a big surprise.
I got twice an automated message.

1st
Hello,
Thank you for contacting our Support Team - this is an automated message to confirm that we've received your request. One of our agents will get back to you as soon as possible.
It would greatly help us if you could provide the following:
- Detailed description of the issue;
- Screenshot of the issue, if possible;
- Any troubleshooting you've tried.
Thank you for your patience!

2nd
Hello,
I'll talk the matter over with my colleagues and get back to you shortly.
Stay tuned!

I explained what happened.
For me, that was big damage and I had attached screenshots.
Today, almost one week after the bug was introduced I get the message that G! is not going to repair the damage caused.

3rd e-mail:
We've already sent compensation to all players: 10 banknotes and 7 event chests.
Unfortunately, additional bonuses are not provided.
Let me know in case any additional questions arise!

No footer in any of the three emails.
It looks like another automatic answer.
My explanations and screenshots for nothing.
G! is not going to repair the damage.
They gave 2 banknotes to me (not 10 banknotes and 7 event chests)
and should I be happy about that?

A lot is written about cheating so the truth is that G! is the biggest cheater.
After Ivan left the company G! hasn't got a "human" face.
Nobody represents G! in dealing with players on the forum, there are also no real people in support.
Someone hidden without any responsibility is just sending rejected requests.

That's all sad.

DarekK

I got these 10 greenies and 7 chests, but my Alliance lost at least 135 k pax during the time where I was banned .
I had exactly the same impersonal messages and no more answer to my repeating reclaims.

 

[PLMerry]

Unfortunately, I am having the same problem with an issue that I am having with my PLM3 on Android. Impersonal and ignoring the problem. Probably the only way that they will start listening again is if they feel the effect in the flow of their real cash. Greenies and game chest are nothing to them.

 

[Bob69bob]

Somebody should find out what there phone number is

 

[kelvint23]

I once built a Furniture Factory and the whole progress was reset to ZERO upon completion date. Dropped them a message as people here advised. A week later they compensated me with two 2 items for the building. I didn't bother to reply their follow up message asking if I'm "satisfied" with the solution 🤣