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Support is deplorable Told an issue was resolved and it wasn't and given a survey

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  • Support is deplorable Told an issue was resolved and it wasn't and given a survey

    Case # 03188800
    Was not resolved. I won 100 gems hitting King malignant in campaign at 3:15pm yesterday est time. I have a screen shot of my win, the error message I got trying to claim it, and a shot of my inventory after rebooting. Showing they aren't there. The screen shot showed I already had 120 gems in inventory prior to winning what I did. I think support is being lazy and thinks that amount is what I won. I am tired everytime there is an error on your end no one seeks to resolve it. I am not lying about what happened to me I am tired of having to eat it and getting no resolve because I am not a high end spender. The csr issues are chronic across platforms. But koc lacks enders and fellowship to advocate for us like hobbit when their is issues. Only resolve we have is the BBB. This is not fair why can you not get csrs that care I don't have these issues with other games the better the support I recieve it reinforces the amount of product I do buy. This is egregious how this company does not value customers or their loyalty. You take our money readily but you neglect to care about us or our feedback. What happened? What went wrong? Why don't you care about us? We are the original players that lined your pockets. We were the tribe that advocated your glories and now we are nothing but an after thought in a slew of reskinned games.

  • #2
    Hey WarriorMaiden,

    I'm sorry to hear that you aren't satisfied with the customer service agent's response. After taking a look at your ticket it appears that the ticket is still open, meaning you may still respond and update the ticket if you would like. I've went ahead and notified the agent of your request should you choose to respond.

    Comment


    • #3
      Originally posted by Kanoona View Post
      Hey WarriorMaiden,

      I'm sorry to hear that you aren't satisfied with the customer service agent's response. After taking a look at your ticket it appears that the ticket is still open, meaning you may still respond and update the ticket if you would like. I've went ahead and notified the agent of your request should you choose to respond.

      I took the time to send all screenshots. This is really frustrating. Everytime I win something substantial it seems like if I don't screen shot it's not there. It always happens with campaign.

      Comment


      • #4
        Originally posted by MistyMountain
        you act all nice and sweet well I would love to see the rude response the agent sends
        Kabam CS is actually pretty mature from my past experiences. Sure, they may seem like sometimes they are completely misunderstanding your problem, but alas... words can only give them so much to go on. i find you get there in the end. ....more often than not.

        i am sure if they are 'rude' , you could report said agent to your local GMs - whoever they may be, sorry this isn't my usual forum, so no clue

        Comment


        • #5
          I've been trying to have my issue resolved since March17. Was transporting gold from one bank to another and it disappeared. Was told by Kabam support that my transporting mechanism was working perfectly and to have an awesome day. I responded to that and have been trying to get my alliances gold back since it vanished. I've been totally ignored by Kabam support. I filed another ticket and was promptly told that it was a duplicate. I lost 1.581 billion gold in 2 shipments. My alliance worked hard to get that gold. But Kabam could care less. Any suggestions on who I can send in a complaint too? Because I'm fed up with sending in reminders every day that I'm still waiting for my gold to get replaced.

          Comment


          • #6
            Even with supporting pics I am being told to reinstall and clear my cache which I had done not even a day before this incident. What is the point of reporting an error when you are being told you are wrong it's your device is at fault. If you look through the shots I win the item the item shows in inventory, I go to claim it I get an error message, I force restart the game thinking it is a glitch on kabams end as it usually is when that message happens after refresh the items are gone. Just because your end is not recording items being won doesn't mean it is not happening. I have seen that same response in numerous chats it's the typical form letter response saying we can't see it on the backend so you are at fault. Kanoona I try to be patient but this is an ongoing issue with campaign. No matter how many reinstalls that issue arises off and on this time it has happened to a player that doesn't throw down massive amounts so I get a canned response. And it is unfortunate I am not lying, my device is a brand new iPhone 6 so in all honesty my cache isn't full and I honestly end up reinstalling the game almost every other week going through the stupid tutorial to resolve the lag issues. I could see not getting a resolve if I was being dishonest or pulled a charge back but I am NOT. I value my honor and being told I am in the wrong and it is my fault is egregious.

            Comment


            • #7
              As a fellow gamer I can understand your frustration - but at this time, there is nothing we can do. Your ticket will now be closed.

              This is the form answer to 99% of your tickets....copy and paste and answer the tickets. LOL!!!!

              I love my own quote - "I get more support from my jock strap than I do Kabam Customer support."

              Comment


              • #8
                Originally posted by ThomasCrown View Post
                As a fellow gamer I can understand your frustration - but at this time, there is nothing we can do. Your ticket will now be closed.

                This is the form answer to 99% of your tickets....copy and paste and answer the tickets. LOL!!!!

                I love my own quote - "I get more support from my jock strap than I do Kabam Customer support."
                My god that one is common in the csr fails folder I've seen in chats. I don't like getting it because as a gamer a true gamer if you ever saw my collections you would care about other players getting no resolve or help. It is very trite to say that if you are not truely helping or assisting. Players may be an enemy to me in game but as a gamer I genuinely feel if the game itself is failing them they need help and Id support that. The quality control needs improvement there's numerous bugs and glitches still replicating. There's no quality control over csrs. And cross platforms that's the biggest complaint. The number of csrs vs csr complaints are unbalanced hence why the form letters are so frequent. What I've seen from screen shots there's even tiers to csrs. Some do outstanding while others it's all form letters.

                That being said my issue is unresolved still.

                Comment


                • #9
                  It seems as a standard response from Kabam Support, to close as many tickets as possible without actually taking a few extra minutes to fully understand the issue.

                  Even when not resolved, the ticket is closed.... Reopening the ticket just prompts another closure saying this has been resolved.

                  Or if you are lucky to get something back, it is always speed ups. I lost 50gems from Campaign boss and since I didnt grab a Screen shot of this my case was closed. Its annoying how we have to prove the issues and provide the customer support team with everything, surely they could check our logs and accounts?

                  I have found in Kabam Customer support overall are poor. But there are a few of them who actually are good. Russian Roulette on who you get helping you.
                  Perhaps the GM team should take over the customer support team, the GMs like Kanoona seem to be the people who players trust the most and are willing to go the extra mile to help.

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