Forum Rules [Updated 12/21/2016]


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.

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Violating these rules will result in warnings, either formal or informal, suspensions, banning, or other sanctions.

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Disgusted with shocking "customer service"

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  • Disgusted with shocking "customer service"

    I paid to buy gems and some of that was used to buy a Second City Chest coming with a Divine Inspiration. However when I was ready to use the DI in the second city it was missing! I had never used it!

    Frustrating when I'd paid real money to buy the gems to get this, but not such a problem happy to be understanding that glitches happen. Reported a ticket through the in-game functions to Customer Services. Got a stock response automatically generated going on about "Urgent Notice! Merlin has gone rogue" etc - Funny in normal situations maybe to stay in character, but a little bit odd for reporting problems. Still, I'll wait for a real human response. And wait. And wait.

    Waited a week and no reply at all, getting very, very frustrated now. Did not want to make a scene in public though so give Kabam another chance to fix the issue. Write an email direct to Customer Services forwarding the original concern. Get another auto-generated reply this time simply saying "Kabam Customer Service is not able to answer direct emails". What!? You don't address issues reported in game and you can't even be bothered to reply to direct emails? A link again to FAQs on how to reset the app to fix common problems etc - Don't you think I tried that first?

    I paid real money for this and its gone and I want it back. Or I am very tempted to call my Credit Card company and under UK law cancel the entire payment for mis-sold items as I have not received what I paid for.

    Never in my history of playing games online have I ever had such a contemptuous response to a serious problem of "we won't get back to you". I tried to deal with this privately but if the only way to get a response is to write in public, so be it. How any company can remotely think that appropriate "Customer Service" is we can't reply to you is beyond me.

    In-Game Name: RandBlade

  • #2
    Good luck getting any sort of response from them.


    • #3
      Good luck with that, there are dozens of complaints and issues such as this one. You will get a __________ will look into it, thank you for your message. Sorry for the inconvenience.


      • #4
        If I haven't got this resolved by Tuesday I will dispute the credit card transaction payment to them. I haven't received the goods I paid for.

        See if the payment getting cancelled affects their "customer service".


        • #5
          I have been waiting a week too


          If no response by tomorrow i too will dispute payment with my card supplier


          • #6
            Good Lucky.I BUY SECOND CITY and IT'S BUG afflicted. WRITE MANY Times on thismforum and supported but NOT SOLVE yet
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            • #7
              Complain to the Better Business Bureau


              • #8
                Thanks for your patience,
                Players Support is going through tickets and tackling issues case by case as fast as they can, they will respond to you as soon as possible.


                • #9
                  Lol no they won't. You'll get a generic response telling you to refresh the app and buy more gems, king Arthur needs you!!


                  • #10
                    blind much?

                    Originally posted by Riccardo Kabam View Post
                    Thanks for your patience,
                    Players Support is going through tickets and tackling issues case by case as fast as they can, they will respond to you as soon as possible.
                    Riccardo are you blind? customer service is now getting back to me after a month of waiting for a problem to be solved, which it still hasnt been solved. Kabam is quickly becoming worse then Zynga. Customer support has to be filled with complete morons since they cant even fix the cookie cutter answers they are sending to include a person name. So please tell me and the rest of us that us the forums the truth. i know that with my problem that if it isnt fixed soon im quitting the game and reporting Kabam to the better business bureau and to the CA attorney generals office for false practices...


                    • #11
                      Originally posted by Riccardo Kabam View Post
                      Thanks for your patience,
                      Players Support is going through tickets and tackling issues case by case as fast as they can, they will respond to you as soon as possible.
                      No, you don't have my patience, you have my money. And I don't have what I paid for. You have my ticket number, please tell me when I'll get this sorted, or should I get my credit card company to cancel the payment?


                      • #12
                        Lol. They won't help u because u already paid, what can u do? They only concern of earning our money and opening more world to earn money. This is the best game but operated by the worst conpany. I stop playing since we have to spend 22dollars to get the second city deed. The crest dropping system is stupid due to the awesome and ridiculous dropping rate. I am now playing war 2 which is similar to this game but u can get more gems to do what u want, it is better for player those not intend to spend money. Actually it is stupid while u spend money on phone game. Good luck


                        • #13
                          I asked about why my incident wasnt resolved, and was told it was now closed (with no resolution or indeed any contact) and to create a new one.

                          New one is 120423-000724

                          This is last chance, end of today or i start the dispute process


                          • #14
                            I just recieved this response, Unbelievable

                            We sincerely apologize for the delay in responding to your ticket.

                            As we've recently received an extremely high volume of tickets, our support team was unable to appropriately handle your request and for that, we are truly sorry. This does not make your request any less important; we were just unable to give this incident the proper attention that it deserves.

                            This incident will now be closed, closing older incidents will allow us to properly address any new incidents you submit in a timely manner. We sincerely apologize for the fact that we were unable to assist you through this incident. If you are still experiencing the same issue please go to our in-game help link and submit a new incident.

                            We apologize again for any inconveniences that you've experienced. Thank you so much for your patience and understanding.

                            I shall be cancelling payment today


                            • #15
                              Everybody contact AppStore directly and ask refund. Contact your credit card service and ask refund
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