Announcement

Collapse

Forum Rules [Updated 12/21/2016]

MAIN RULES OF THE FORUMS

Please respect your community. Respect each other as you all enjoy the same thing ? The Game.

We encourage open and friendly discussion of the game and the Community. Moderators and Staff have final decisions on all matters, and are here to make sure that the Community remains a friendly, fun place appropriate for players of all backgrounds, ages and groups.

It is the forum member's responsibility to stay up to date on forum rules and to honor the behavior outlined.

PURPOSE OF THE FORUMS

These forums provide an area for constructive player discussions of the game. It also allows players to
help each other identify bugs and issues, and help each other reproduce and resolve them.

These forums are not the most direct way to contact support. If you?re having an issue with your game and you need direct assistance, please tap on the FAQ/Support tab within the game.

CHANGES OR IMPROVEMENT

Please make sure to stay updated on these rules by reviewing this page from time to time.

SET RULES

This is a private board. As such, decisions made are final.
We reserve the right to remove any message board content without notice for any reason.


Rule 1: Responses to rule violations
Violating these rules will result in warnings, either formal or informal, suspensions, banning, or other sanctions.

Rule 2: Respect other users on the forums
- Do not make attacks or insult other users, either in the forums or through private messages. Disagreements and debates are fine, but don?t make it personal.
- Do not attack groups. This includes professions, races, religions, sexual orientations, genders, incomes, or even vague groups like ?you people.?
- Do not use ill terms which are offensive to groups, do not ?flame?, ?troll.? or ?haze?.

Rule 3: Respect the forum purpose and structure
- Make your posts in the appropriate forum.
- Please use the Search function. If a relevant thread already exists, please post there instead of creating a new thread about the same topic. Duplicate threads will be closed to keep the forums orderly and easy to navigate.
- Keep off-topic posts in the off-topic forum.
- Don?t start discussions about games that are not ours.
- Do not cross-link to other message boards or websites unless approved by a moderator.

Rule 4: Respect the law
- Do not post anything illegal under U.S. law, or encourage other users to break the laws of the U.S. or their country of residence.
- Do not encourage users to break terms of service. This includes giving information about how to find scripts, exploits, or cheats, as well as arranging to buy or sell accounts or virtual goods.

Rule 5: Respect the audience
Think about who you're talking to. Users may be as young as 13 on these message boards, and may be male or female, and from countries across the globe.
- Keep your language civil. Profanity is frowned on.
- Do not post Adult Material, inappropriate graphic sexual content in any format, or links to sexually explicit sites.
- Do not post graphic images or explicit descriptions of violent acts.
- Do not use an avatar or signature that could offend other users. They have to look at it a lot.

Rule 6: Respect privacy
- Do not post any private emails or private messages unless you have the explicit permission of each person involved in the exchange.
- Do not post private communication between customer support, members, moderators, or administrators on these forums, or anywhere else. (This include support ticket responses)
- Do not post any information covered by a non-disclosure agreement or beta testing agreement. Even if you somehow have inside information about our competitors, for legal reasons we don?t want to hear it.
- Do not post Facebook information about other forum users.
- Do not post any private information about other users.
- Do not post in-game information in an attempt to have other players attack your target. Be careful to not cross the line into bullying.

Rule 7: Do not spam
- Do not post repeatedly about the same topic.
- Do not spam users on the forums or through private messages.
- Do not start a thread without actual purpose.
- Do not start a thread about a news story or article unless you make it clear what the story is about, and offer your own opinion to start a discussion.

Rule 8: Respect your account
- Do not share your account information with other individuals. You will be held responsible for any rules violations that occur under your account.
- Do not create new accounts or use other tricks to avoid suspensions or bans.
- Do not create ?sock puppet? accounts ? multiple accounts created just so that you can agree with yourself and make it seem like your ideas have more support than they do.
- Never include your e-mail address or any other personal information in posts.

Rule 9: Respect the Moderators
- Do not post using the color red. This color is reserved for moderators.
- Do not impersonate moderators. Do not claim to speak for the moderators.

Rule 10: Respect the decisions of the moderators
- The moderation teams reserves the right to warn, suspend, or permanently ban users judged to be acting against the spirit of the rules, even if the user is following the letter of the rules.
- Do not argue with moderators about moderator decisions. You can disagree with a moderator?s opinions, just like any other poster, but when they post moderator actions in red text, it is considered final.
- Moderators have no access to your game account. If you have an issue you must contact customer service.

Generally, BE NICE. There is nothing wrong with being nice to each other.
See more
See less

A Customer Support Experience from a End User

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • A Customer Support Experience from a End User

    So as seen on other threads I have complained about not getting my rank rewards so i submitted a ticket saying such:

    I have not recieved my rank rewards on Mordred 20 from:

    5 star special arena in July - ranked 4th - 1x Earth Mother + 10 Summon Stones

    5 star special arena in August - ranked 1st - 1x Earth Mother + 10 Summon Stones

    Fire Lord Balzathor Arena in August (1st one) - ranked 7th - 1x Ben-nu Fireborn

    here is the response and email chain so far:

    On Tue, Aug 26, 2014 at 8:02 AM, Kabam Support <[email protected]> wrote:

    Greetings,

    My name is Jonathan and I will be assisting with your case concerning the missing arena rewards. My sincerest apologies that this particular error has affected you and we hope to resolve this together.

    For the prolonged delay in our response I have allocate some Summon Stones into your Inventory directly. This is to ensure we do not accidentally remove any cards from your Treasury! You can find these in your currently available amount instead of your Treasury.


    After reviewing your account it seems that these Items have since made their way into your account. Occasionally our Arenas can take a bit longer to payout then we expect but we are hoping to streamline this process in the near future.

    Are you still missing these particular Items? If so, which specific ones have not made their into your Inventory yet? Once I receive this information I will see what I can do for you!
    I hope this covers everything for you but if not, please let me know so I can keep at it.

    Cordially,
    Jonathan
    Kabam Player Experience

    *Make sure you have the upper hand in our Games by participating in our Forums!
    http://community.kabam.com/forums/forum.php





    ref:_00D301HgIt._500a0lWhOZ:ref

    Okay fair enough, this sounds like a good thing. they see the cards in my deck, so I go home and fire up my tablet and what do i see... NOTHING.

    my response:

    On Tue, Aug 26, 2014 at 5:30 PM, XXXXXXXX wrote:

    Hi Jonathan,


    I just looked through my inventory and my deck space on Mordred 20 and I still do not see the Earth Mother (x2), Ben-nu Fireborne (x1).


    what I am missing again:


    1x Earth Mother + 10 Summon Stones from 5 star special arena in July
    1x Earth Mother + 10 Summon Stones from 5 Star Special Arean in August
    1x Ben-nu Fireborne from Fire Lord Balzathor Arena in August


    5x Gravelands Chest + 15 Summon Stones


    currently in my summon stone inventory is 5 summon stones




    Luteuel
    Mordred 20
    Okay so maybe they have something wrong and looked at the wrong account or just didn't bother to look at all (most likely)

    This is their lovely response today:

    On Thu, Aug 28, 2014 at 7:03 AM, Kabam Support <[email protected]> wrote:

    Hello again!

    Thanks for getting back in touch with me. The game team was unable to verify your loss after careful investigation of your account. Typically when a player opens a chest and sees the reward, the item and data has already been recorded on the back-end of the servers (Our end) and the records should show that you have obtained the item however, the resources are not pointing to this conclusion.

    I hope this clears up everything for you but if not, please let me know so I can keep at it.

    Cordially,
    Jonathan
    Player Experience
    are you F'n kidding me. Aaron/Dash You are they and they are you, really really? do you even read? What da fuk are they doing in the player experience department???



    my less than cordial response which is totally understandable on all players who get the shaft:

    On Thu, Aug 28, 2014 at 1:12 PM, XXXXXXXX wrote:

    are you a real person? because you are clearly not reading my emails.

    This is not a chest type transaction. this is from an ARENA in which i used ARENA Tickets to climb a rank ladder in which rewards are obtained.

    your are clearly not looking at my account and have no clue what you are doing.

    AGAIN:

    1 earth mother + 10 SS from 5 STAR SPECIAL ARENA in july
    1 earth mother + 10 SS from 5 STAR Special Arena in August
    1 Ben-nu Fireborn from Fire Lord Balzathor arena in August (1st one, not this current one)

    get your facts straight and please be helpful.

    and the gravelands rewards also but I was so worked up and still am that I forgot to include it in the email...grrrreat.

    and the BIG **** YOU is the survey aftwards.....

    so mad right now, so mad

  • #2
    Wait till the close your ticket as resolved. Then the real fun will begin

    Comment


    • #3
      Originally posted by Lavep View Post
      Wait till the close your ticket as resolved. Then the real fun will begin
      Yeah haha and it'll say feel free to submit another ticket and when you do they'll immediately close it as a duplicate ticket.

      It's always the same responses no matter what the ticket submission is about. I gave up on that method. Now I just complain a lot on here and see better results. It's clear the player assistance staff is on another continent than the rest of the company cause they never have a clue what's going on.

      Submitting a ticket = Exercise in futility. That is all.

      Comment


      • #4
        Originally posted by SilchasRuin View Post
        Yeah haha and it'll say feel free to submit another ticket and when you do they'll immediately close it as a duplicate ticket.

        It's always the same responses no matter what the ticket submission is about. I gave up on that method. Now I just complain a lot on here and see better results. It's clear the player assistance staff is on another continent than the rest of the company cause they never have a clue what's going on.

        Submitting a ticket = Exercise in futility. That is all.
        +10000000000 for truth

        Comment


        • #5
          the truth is in my signature

          Comment


          • #6
            I recently had a ticket handled by "Johnathan" and it was closed as such "At this time all Items are accounted for on your account." I was very unsatisfied with this response and apparent resolution to my ticket as it didn't even acknowledge what I was trying to say.

            Comment


            • #7
              This Jonathan guy once helped me restore my Stone Fist from lv90 to lv89.

              Well, but it was the one and only satisfied customer service among dozens of tickets I submitted.

              Comment


              • #8
                its just frustrating but I don't really expect to receive compensation for any ranked rewards anymore so this game has definitely lost some of its more fun aspects and that sucks cause I put some effort in that wikia.

                I don't even try anymore for ranked rewards just might rewards because I receive them instantly but never ranked rewards... I have always had to submit tickets for them.

                Comment


                • #9
                  Originally posted by Luteuel View Post
                  its just frustrating but I don't really expect to receive compensation for any ranked rewards anymore so this game has definitely lost some of its more fun aspects and that sucks cause I put some effort in that wikia.

                  I don't even try anymore for ranked rewards just might rewards because I receive them instantly but never ranked rewards... I have always had to submit tickets for them.
                  The only real problem I had with ranked rewards was Ironbark and Angel of Law. Other arenas whenever for some reason rewards werent delivered Aaron always was there to quicksolve it.

                  Comment


                  • #10
                    I have many similar fun replies from Jonathan.

                    I have told you he is a fking asshole.

                    He look through his asshole, I am sure.


                    Aaron/Dash, GIVE ME

                    "5 star special arena in July - ranked 2nd - 1x Earth Mother + 10 Summon Stones"



                    Many thanks!

                    Aaron/Dash is our only hope!

                    Comment


                    • #11
                      Johnathan is a complete joke for customer service that guy along with everything this kabaam company does is a joke. Fix your product or watch all the paying customers leave....many already have. Kabam needs to get their head in the game and provide REAL CUSTOMER SUPPORT FOR PAYING CUSTOMERS

                      Comment


                      • #12
                        Originally posted by Lavep View Post
                        Wait till the close your ticket as resolved. Then the real fun will begin
                        and they just closed the ticket.

                        please feel free to resubmit a ticket.


                        I hope the attachment reporting thing that aaron will be introducing will help reduce these injustices. sucks to spend your time to get your rank rewards only to be told, sorry could not verify your story.

                        well I cannot verify you even checked into my account so please feel free to submit a ticket to me.

                        don't worry i will just close it out also.

                        Comment


                        • #13
                          Originally posted by Luteuel View Post
                          and they just closed the ticket.

                          please feel free to resubmit a ticket.


                          I hope the attachment reporting thing that aaron will be introducing will help reduce these injustices. sucks to spend your time to get your rank rewards only to be told, sorry could not verify your story.

                          well I cannot verify you even checked into my account so please feel free to submit a ticket to me.

                          don't worry i will just close it out also.
                          Bahhahaahah! This is so much truth.
                          Its sad when this happens.

                          Comment


                          • #14
                            you got Jonathan. This is what i got:

                            I lost 1 vambrael, 2 jezebels ( raidboss) and a ben nu-frostborn and 5 patriot donkeys mysteriously dissapeared from my inventory and this is the reply i got:

                            Hi,

                            Thank you for contacting again. Due to the nature of the issue you encountered, the action taken was determined to be appropriate by the Game Team and guidelines that are in place to ensure a certain level of fairness across the board, so I want to apologize if the Game Team was unable to provide the restoration you desire. I understand this poses a challenge to you and I can see how it would be very frustrating. I apologize for that and any inconveniences this circumstance may have caused.

                            On your behalf, I will relay your sentiments to our Game Team. I thank you for sharing your experience, and I assure that our Game Team will hear your appeal. The Game Team is continually looking to improve. Our game is a dynamic, online gaming experience with features that are consistently getting modified to better suit the needs of our players. In many ways, our gameplay is directly influenced by people like you, whose thoughts and suggestions impact what features the Developers implement.

                            Please be aware that we have advocated for you and have given you the maximum that we could in respect to the larger community and the circumstance at hand. The Game Team will be unable to further assist with this request. We understand that this may not be what you expected and sincerely apologize for any inconvenience this poses. We thank you for your patience and understanding. This support ticket will now be closed. Should you need assistance regarding another issue, please feel more than welcome to submit another petition.

                            Regards,

                            Dylan P.
                            Kabam Support


                            All in all they sent me 1 JEZEBEL card and thats it. nothing else. This is what they found an appropriate action! eventho i sent a lot of screenshots as proof. And lots of the email replies you got i also got. They are just computer replies and to be honest. It would not surprise me if Kabam is just a 1 man show. Dylan, Jonathan, Aaron, Dash.. all the same person.

                            Comment


                            • #15
                              Even routine tickets get routinely ignored. I opened a ticket (case 02646892) to update the email account associated with my Kabam ID back on August 28. Received the standard automated email stating, "Your question has been received. You should expect a response from us within one business day." Well, here we are 6 business days later and no follow-up. Every couple of days, I email [email protected] to request a status on my ticket. Still nothing.

                              It would be hilarious if they were attempting to follow up with me through the email address currently associated with my Kabam ID... since I'm submitting this ticket because that email address is invalid (i have no access to it).

                              The sad thing is that there is no escalation path for issues. If a customer support representative fails to properly service a request, all we seem to be able to do is come here to the forum and hope that Aaron or Dash see the posted complaint.

                              Comment

                              Working...
                              X