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Please help Aaron

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  • Please help Aaron

    Hi Aaron,

    One of my guild members has suggested I write to you with regards to an in game issue I am having as I have wrote to support 3 times now and nothing has been done and they keep closing the tickets on me.

    I had a perfect 4 card T3 Merlin Dragon, which took a long time to evolve and enhance. On the back of having this card I spent a lot of money on promotions and serpent chests to get the other cards for epic serpents combo for my party.

    I finally got the last card needed for the combo and when I went to add it to my party the T3 Merlin Dragon had vanished from my inventory. I am unsure if this was a game issue or user error.

    I contacted support for help but have been totally bemused by the way this issue has been dealt with.

    At first Quentin said he had added the card into my treasury (it later arose that it wasn't the card I had lost but only a T1 version of the card), it has been 5 days now and this card has still not arrived. Quentin has blamed it on not being synced with the server but have never had issues before.

    I tried to explain I still have not got back what I lost, which was a T4 Merlin dragon (I've even provided photographic evidence of once having it in my inventory) and the reply I got back was that support cannot provide an evolved card. I then replied to say I was happy to have the four T1's back and start again as that's better than nothing but the reply stated that they felt they'd resolved the issue and the ticket was closed.

    I opened a new ticket and was told that the matter had been dealt with and they closed the ticket for a second time.

    I'm deeply upset as this matter hasn't been resolved in my eyes. The fact is I have spent a lot of money on this game, in fact hundreds, which is a lot of money to me and especially for a game. I had a card in my inventory, which has now vanished and all I am asking is to have this card returned to me.

    I've now opened a third ticket but as stated above have been advised to contact you also.

    Kind regards

    Paul Whidborne
    Garganthus from Merlin-63

  • #2
    Sorry Aaron, just noticed I said T4 later in the message. It was a T3 as stated earlier on.

    Also as an outcome of this I feel
    Support should be given more responsibility. They should be able to replace an enhanced card as I'm sure I'm not the first person to lose a card like this.

    I also think they should be able to trace through the history of a user to ascertain what went wrong and to clarify that they did have that card they say they have lost.


    • #3

      I'm quite interested in hearing your thoughts on this and I'm watching this thread closely.

      As a consumer, surely it is our right to have content which was purchased restored to our account if there is an identifiable discrepancy on said account?

      I want to know that before I spend another dollar on your product that the support team are equipped to explore the activity, enhancement, evolution and receipt of all of my cards. Most importantly, I want to ensure that Support are given the powers to roll-back accounts to previous states and return missing items.

      To that end, can you please make it clear what powers the support team have available to them for the investigation process of logged help tickets:
      - Which kind of tools and analyses that they are able to perform?
      - Whether Kabam keeps regular backups of our game data and are capable of restoring accounts to a previous version?
      - Support are able to see a revision history of the cards linked to our user accounts, with any changes and discrepancies logged.
      - Support are able to reinstate cards/data to an account if a discrepancy is identified.

      I do not think "here have some Summon Stones" is a viable response to all support tickets and I am keen to hear Kabam's position on ensuring that purchased and hard earned content is respected on individual's accounts.



      • #4
        bumping this thread


        • #5
          Tbh Dream I'm dissapointed. Lots of complaints on the forum and not one of them being addressed, tons of bugs in game not being fixed, a real lack of support, yet more and more promos being released aimed at taking money and some are just rediculously expensive. Been 2 weeks now and still not received the card they sent even though it's a quarter of what went missing. There's still no explanation to where my card went and as a result I'm missing out on a combo I worked hard and paid good money to obtain. Half of the server has stopped playing due to all these ongoing issues and our guildies only ever talk about how bad the game is. I'm really disappointed, spent a lot of money and got nothing in return.