Purgatory glitches hurting players, support won't act

[1691669]

Many glitches have been encountered in the temporary purgatory server. Some a player can get by with and some they can't! I have a friend there who's city's have vanished from the map can't attack and can't be attacked, this player has mailed support 4 times explaining the issue and even reinstalled the app with no resolve and has had to use all seals to buy food just to keep troops from deserting while waiting on Kabam to fix this glitch so competing can resume. This needs to be fixed so this player has some kind of chance at gaining pvp trophies or Kabam should automatically pay out gem tier prizes as reparation!
Sincerely, CommonSense

To forum rep: pm me and I will give you the players name alli ect.. Thanks

[Guest]

Also another player there can't raise buildings and troop never appear from hospital when the heal que finishes ??? What's going on with the server guys?

[Guest]

Hello!

Thank you for letting us know about these player's concerns, however, we will need them to contact us due to privacy concerns.

I'm sorry to hear that these players are experiencing issues on the purgatory server and that they haven't yet received a response to their inquiries from our customer service team. Please understand that as GMs, we do not have the same set of tools to assist them as a customer service agent does, and thus cannot assist them with this particular matter. We would be happy, however, to alert a customer service agent to their requests.

To help us better identify bugs or issues on the purgatory server, please make sure to fill out this form in the "Bugs & Known Issue Forum" and include purgatory in the title. This will help us gather information to forwarded to the development team to troubleshoot what the problem is. However, due to it being a holiday in China, there may be a delay with a response until they have returned to office.

Thank you again for your patience and understanding!

[Guest]

Hi, I am the player affected by vanishing cities mentioned above. My original ticket number is 03087765. I've so far only had a generic response and an auto reply. Please see below bug reporting form as requested:

Bug Report Template

Bug Description:
My c1 and c5 for some reason had the same coords causing my c1 to turn into a c5. I ported it and ever since C1 has coordinates 0,0. I have tried to port. Get fey trickery and restarts at 0,0. My c5 no longer looks like a c5 on the map. When it is clicked the game crashes. The rally point at all cities doesn't work. At c5 marches say "where shall this start from knight?".
Steps to Reproduce:
Not a clue
Expected Result:
Continue playing
Actual Result:
100% messed up, unplayable game
Username & World:
Purgatory200. See ticket for username

Device(s) Bug occurred on:
Iphone 5s

[Guest]

Hi, I am the player affected by vanishing cities mentioned above. My original ticket number is 03087765. I've so far only had a generic response and an auto reply. Please see below bug reporting form as requested:

Bug Report Template

Bug Description:
My c1 and c5 for some reason had the same coords causing my c1 to turn into a c5. I ported it and ever since C1 has coordinates 0,0. I have tried to port. Get fey trickery and restarts at 0,0. My c5 no longer looks like a c5 on the map. When it is clicked the game crashes. The rally point at all cities doesn't work. At c5 marches say "where shall this start from knight?".
Steps to Reproduce:
Not a clue
Expected Result:
Continue playing
Actual Result:
100% messed up, unplayable game
Username & World:
Purgatory200. See ticket for username

Device(s) Bug occurred on:
Iphone 5s

Hi Samjam,

Thanks for the detailed bug report! I'll forward this information to our engineers right away as well as notify our customer service team of your request.

[Guest]

Hi Kanoona,

Please can you request that someone other than Greg please contacts me on the email address supplied in the above ticket number. I am getting absolutely no where with this guy and any additional tickets I create in the hopes they may land in the hands of someone with a brain are instantly closed. This is completely ridiculous. Failing this, my next attempt will be with Apple.
Thanks

[Guest]

Hey Samjam,

I spoke with the engineers today and they said they fixed the stuck city on 2/24. Is your City still stuck with 0,0 cords?

[Guest]

Hi again, no my cities are fixed but I now have additional problems. I just get generic bs responses from [removed] or ticket closures so Id like to speak to someone in customer service who actually has the faintest idea of what they are talking about. If you could facilitate contact that would be much appreciated. Thank you
Ps it wasn't fixed on the 24th. It was fixed approximately 12 hours ago from this post

[Guest]

You've had issues since I started in this server. My question is why would kabam start a server with this many issue? And an even better question is why are you guys not willing to help us resolve these issues? A 30k que of hcavs i trained just vanished without a trace. Might didn't get counted in train a thon and lost trophies because of this. I made a ticket and but of course it got closed without resolution.

Bug Description:
4 ques of supply troops @90k each have just vanished since yesterday. Used 4 cyclones on them too not counting all the res lost training them.

Steps to reproduce:
No idea and hope it doesn't happen again.

Expected result:
To gain might to use in tat for trophies.

Actual result:
Lost res and cyclones and might that would be added to tat.

Username and world:
????i?s??c??z
Purgatory200
Iphone 5s

[Guest]

Tell me about it Wook. It's getting beyond a joke now. I see at least 10 members a day in ac losing queues. My c5 has now locked up yet again and has been for two days. Again Greg got my tickets and suprise suprise it's not been fixed yet. We're all missing out on comps left right and centre and told we can't be compensated due to the highly competitive nature of the server...yes we know it's highly competitive that's why we're getting sick of this mess. And no one Merlin token is not satisfactory compensation for now 4.5 days worth of missed comps. Sort it out Kabam you're an absolute joke

[Guest]

I am running into issues on training events that I train my might and it shows in one train event that is going on but yet the other event that is running on the same time frame doesn't reflect the might that I am training in turn this is causing me to lose out on winning trophies and seals for these events.

[Guest]

One glitch is troops not showing up back in the city after a march. Go to hit another city, select knight, go to select troops and none there. Back out of that and try again. Guess what knight list is empty. Refresh game and bam I am zeroed. Lost alot of troops this way.

[Guest]

I mailed them about troops not showing up in hospital and they asked for a report number. Lmao. A report number. After I explained to them how their game works and they reports are not created for healed troops or troops made in general the response was "without a report number we can't help you". They should maybe play the game once in a while so they know how it works. Ha

[Guest]

I mailed them about troops not showing up in hospital and they asked for a report number. Lmao. A report number. After I explained to them how their game works and they reports are not created for healed troops or troops made in general the response was "without a report number we can't help you". They should maybe play the game once in a while so they know how it works. Ha

I think they meant the report number which shows that there are injured troops which wasn't showing up in the hospital.

[Guest]

I Didn't think to post here as the game seems to be designed to report issues through your device, however, I have had the same experience with support. Every issue that I have submitted is responded with cut and paste replies that were either already detailed in the first submittal or have absolutely nothing to do with the issues that were reported. Then when you reply to this effect as kindly as possible (because you know you can't get anywhere with support if you do the least possible thing to offend them), I get the same replies and that we are sorry, but we cannot allocate resources to your issue at this time, your case has been closed, if you would like to continue this discussion, please re-submit a new ticket.

This happened 2 times with regards to troops vanishing in transit, queues competing, but the troops not appearing. Knights that were being removed from marshal and every troop trained for 24-36 hours killed with a horrible ratio since there was no marshal. The Marshaled knights were showing up in the knights hall, but if you checked if there were actually still there, you would get an error and have to reset the game, re-assign the knight. On that ticket I was treated like I had no clue how the game works. With 460 million gold in the city, I was being told that my knight was being removed due to a lack of gold, lol (I wasn't attacked in that city the whole time that the ticket was open because I used all the doves I had to wait for a reply from support), so the gold was NOT an issue, but it was like talking to a brick wall. The only way I was able to get around that was to constantly unassign and re-assign the knight to make sure they were all still assigned (many times they were not and I had to reset the game). I am sure that posting the support agents replies is not accepted here, but it's a joke the level of service that I received. I managed to get platinum, but that was because I had to give up my personal life to keep on top of the game that was constantly throwing curve balls at me. And I wasn't the only one in my alliance with the same issues that had the same treatment from support. Something needs to be done about these people in support. Personally, I refuse to submit another ticket because its clearly a joke to the agents to reply with nonsensical information and then after a few days of stringing you along, suddenly closing the ticket. The one ticket I re-submitted was immediately closed. Since purgatory I have taken a break from the game and decided to just get my life back on track after the stress from the event and the support agents who just made things worse. I thought that dealing with Electronic Arts was the worse I would every have to deal with, but these characters take the cake. It's one thing when something happened in the game and you loose some time, but when you loose stuff that cost you money and report the loss and are told that essentially they don't have time for you and close your case after not even answering the primary complaint, it's too much. I figured that I lost 300-600 gems just to server errors that were, in every case, made to look as if it was my fault.

Do these agents have some kind of quota system where they get extra credit for not reimbursing players for losses? It sure seems that way. After the way that I was spoken down to as if I was a child, after providing every detail that I could think of to avoid what eventually happened, it has really opened my eyes to the reality that Kabam could care less about losing players because to the support agents that's not part of their statistics. So, they would rather chase you away from the game than resolve the issue. I even submitted tickets for bug that provided more than the info in the template here. All I asked was for the programmers to be notified of the issue as I knew that I was going to get no where if I asked to be reimbursed, however the agent refused to even notify the programmers of the issue I sent after making it clear I only wanted them to fix the problem, I was repeatedly emailed about not being able to allocate resources for my issue and closing the ticket. I just don't understand how it is that a company can operate that way, it's just counter to everything that I know.

Even stuff that I was well aware of, like the way the speedup window likes to scroll to the top automatically and being as careful as I possible could be, I still ended up buying 3 24 hour speedups and 2 8 hour speed ups in purgatory because we had all those infinite speedups to use and had to contend with the scrolling issue constantly. To put salt on the wounds, every speed up I purchased was no help, I still had to use an infinite speed up. In every case I was as careful as possible, but the instant that I committed to using an infinite speed up, the window scrolled to the top and I ended up spending hundreds of gems on speedups that I never needed or even helped. Again, support was just as useless as ever with that issue when I finally sent a request to have it looked at by the programmers. Again, they could not allocate resources (whatever that actually means in their language because it was the most complicated words that they used) , when I was clear that I did not want anything but to have the issue fixed. It was never reported to the programmers that I am aware of.