Complaint at the poor quality of customer service.

#1 - Oct. 23, 2012, 6:07 a.m.

With reference to 120927-004500.

I am deeply unhappy at the way in which this has been handled, I’ve been saturated with automated replies, some of which have nothing to do with my actual problem.

I would like for this to be reviewed and handled properly, I do not accept ambiguous and unspecific replies with no mention of a time scale of resolution as satisfactory.

If I do not recieve a reply in three days, I will post a full transcript in this thread of my ticket, as I would like to show what a farce it has been.

I appriciate these things are not always easy to solve, however I am feeling very frustraited now by the lack of interest that has been shown in resolving my issue, and the way in which I am just being brushed aside with automated responces.

The quality of your customer support does not match up to the standard of this amazing game you have created, and its a real shame since the illusion really shatters as soon as you run into a problem.

Regards,

Gaile Gray

#4 - Oct. 23, 2012, 10:43 a.m.

I reviewed the ticket and cannot see where the answers that you have received have been off topic. While some responses were very lengthy to cover several situations, they seem applicable to your case, as well as respectful and informative. If you have received other responses of a less-relevant nature that I somehow cannot see, I apologize for that.

As has been explained several times, we do not have the capacity to replace your tokens. We are working on a system that will allow us to address such situations in the future. We of course will need to be sure that someone completed the run and earned the reward. (You mention disconnects, and the variety of causes for a disconnect — on our end, on the user’s end, somewhere in the middle — will make gathering the full details somewhat challenging but I believe we’ll be able to identify the issues in the majority of cases.) Once we are able to research the incident and establish all the facts of the situation, we then will be able to provide the earned rewards in cases that merit it.

Again, the function to replace items is not currently available. In addition, at this time we cannot look at the history of what took place. Therefore, with regret, we will not be able to replace the tokens, as the team has explained in the past. We greatly appreciate the support you have showed our game, and I wish there was another answer, but unfortunately this is not at this time.