Customer Support Does Exist !!!!!!!!!!

SO if you follow the forums, we have all seen people complaining about massive issues in the game. Everything from +magic attack on sanctification to lost gems,credits,coins etc.

Now if you have a genuine issue, such as but not limited to:

Lost gems,credits,coins
lost hero card due to server disconnect
lost runes due to server disconnect
lost bonuses due to server disconnect
lost stars due to server disconnect

You should go to tynon.com
Log in to your account
Click Billing Support tab
And submit a request

Make sure you are polite and courteous in your message.
Explain the problem thoroughly
and give them 24 hours to respond.
If 24 hours goes by and you don't see anything new in your support ticket, drop them a friendly reminder that you are still awaiting a response to your issue.

I have had some serious issues with my game. Lost gems,credits,coins and hero cards all due to server disconnects. It took me a while, and several updates to my ticket, reminding them that I was still awaiting support, but I can say quite sincerely and truthfully, tynon/ucool has rectified all my issues and made me a very happy customer.
The person who handled my support ticket was very helpful and professional; and went out of his/her way to help me.

I will continue to support this game and play it daily

I highly recommend that if you have an issue with your account, do not post on the forums hoping for the problem to be solved. Go to billing support and submit a request.

ty 4 this post. i too have had major issues. i think customer service is a must. i will try this approach of contact as i'm not keen to tell all my personal problems with all the games players.

Good advice, hopefully more players will get their issues solved.

i can vouch for this. i had a problem pop up with my account. i went to billing, mailed them and i got a response and the issue is being taken care of. very nice work and helpful!

Glad to know. I thought that this was limited to billing issues when buying Gems.

It would be helpful if we knew the kind of documentation that should be submitted with the report. Is approximate date/time when it happened and/or was noticed enough or must we have screen scrapes documenting the problem?

date and time is more than enough, then they know exactly where to go look for your problem. i couldnt give them that, only around a certain few days, they were still willing to help and look into my problem. so just, the more detail, the quicker the outcome.

Thank you for posting this.

Well at least that's helpfull, and great to know that they're easy to contact and work pretty fast as that isn't always the case.
Customer service can be horrible..

Glad to hear you got your issues resolved. :)

i enjoy reading other peoples problems though when i have no stamina and no lab attempts and stuff left , i come and take joy in other peoples posts of suffering

Well, it's good to see that Tynon is placing a lot of stress on technical support. For those who play this game, please note that odds are that there are plenty of players out there who use the customer service lines, billing support, and all that stuff. So, it may take a while for the staff to resolve your issue simply because there's an overload of people who also are wanting to get their stuff taken care of.

Otherwise, I've gotten to know some of the staff here from a different game, and I know from personal experience that they are sincere in making sure everyone's taken care of.

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Originally Posted by Cosmic Fury

Well, it's good to see that Tynon is placing a lot of stress on technical support. For those who play this game, please note that odds are that there are plenty of players out there who use the customer service lines, billing support, and all that stuff. So, it may take a while for the staff to resolve your issue simply because there's an overload of people who also are wanting to get their stuff taken care of.

Otherwise, I've gotten to know some of the staff here from a different game, and I know from personal experience that they are sincere in making sure everyone's taken care of.

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LMAOOOOO at the "placing a lot of stress on technical support" comment. The Tynon Dev Team has done NOTHING to fix any of the recent bugs that their own "fix" created. Not only have they failed to clean up these recent issues...they have failed on every level to even admit there is a problem with the game. As it stand right now, this game is virtually unplayable. Sure, maybe they're on top of billing issues, but if the problem isn't directly related to them getting paid, they don't give a damn about this game or the players in it.

they still don't do anything

Quote:

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Originally Posted by chloemartin2011_550651

they still don't do anything

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Praying that this isn't accurate as upon refresh all my hero runes are gone.

Can't login to complain and yes I would like my money back. Getting sick of the disconnect bull****, losing stuff with disconnect, nothing works well consistently and it's freaking insane the prices they charge. Just a money scam and nothing else.

The percentages that they list on star upgrades and sanctify upgrades are 100% fraud. Sent them many mails and no response on it. 13 fails at 45% in a row and counting. They seem unwilling to do anything, only mail i get from them is in game that lets me know there is a new server coming out which I get every 2 days.

I just think the game is flawed. The battles dont go to the final kill. Once a warrior character has reached his skill attack they just stand there paralysed, or the attack is interupted by the enemy attack while the enemies skill attacks hit over and over. Enemies constantly get critical damage when Ive never seen a hero character ever get 1. And in several fights with Boss enemies when the enemy was clearly losing: red bar almost empty, the minions are nearly dead, the Boss character is dead, the battle stops and awards the fight to the enemy!

I personally think that Tynon customer support does the best they can given the overwhelming amount of complaints they likely get. My only issue is with the lack of communication and the disconnect between the game developers and the customers. I know that the devs (or somebody) reads the forums and are well aware of the input from the ones who post. And I'd be willing to bet that many of our ideas, suggestions, complaints, bug discoveries, etc. are being worked on. But it sure would be nice to know what's in the pipeline and have some kind of idea like, ok this is known, this is what we're currently working on, this is what we're going to work on in the near future, this is going to take a while. If we had some kind of clue as to what is being planned, then the players wouldn't feel so much like mushrooms and would probably be more agreeable and willing to be patient so the devs can do their thing in peace. Nobody here wants to see this game fail. But so many get frustrated with the perception that they don't matter even after spending money on the game or playing it for hours and hours. The new server announcements are particularly annoying because a) everybody knows the servers aren't really full, b) they feel like new servers take precedence over the issues the current servers have, and c) nobody knows when it will stop. A simple head up on Tynon's business plan along the lines of ... We plan to open "X" amount of servers by "X" date ... would at least let everybody know when they can expect not to see more server opening mails in their inbox. Dawnseeker give us little clues and tiny hints every now and then as well as statements after the fact. I think there needs to be more of a proactive approach for an official liaison between the developers and the Tynon community.

Biggest issue with Tynon is the glitches during, but not limited to Guild War. Guilds have no idea how they supposedly lost or won a guild war because of many reasons not limited to:
-Not being able to move
-Not being able to see other guilds move
There is also the issue that if you want your rewards after guild war you have to refresh and yet it seems that this does not always work. I think that instead of creating more servers Tynon should fix the issues that there clientele currently have. My server is number 6 I believe.

i have a problem with this game.I can not login to my server Wings of Hermes and this game want make a new hero at new server.1st time me happened in opera browser,so i change to chrome and now the same happened there.i can not play this game and so i must finish with this game.i need know how i can play this game normally without some bugs or problems

Quote:

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Originally Posted by lordlac_5661572

i have a problem with this game.I can not login to my server Wings of Hermes and this game want make a new hero at new server.1st time me happened in opera browser,so i change to chrome and now the same happened there.i can not play this game and so i must finish with this game.i need know how i can play this game normally without some bugs or problems

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do you delete internet history? else look @ all the server and pick the right one..

and if you go to tynon it will put you on the sign up page look @ the bottum there it says homepage hit that and you can log in :)

this does not work for free players.. there is no support for free players. they do not care about us because we dont spend dollas with them :/ it sucks

It does work for free players. Just submit a ticket.

That works just fine if you can log on to your account. If you can't logon you can't access support.

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Originally Posted by sold_4736270

That works just fine if you can log on to your account. If you can't logon you can't access support.

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One of my Guild members had that problem. Her account was hijacked. She she created an new account using a new hotmail address and submitted a ticket explaining the situation of the other account. She ended up talking to some one because she had to convince them that it hijacked account was really hers. He did get the account back but it tool several days. She is no longer playing so I can not ask her exactly what happened.

Dawnseeker, could you please post what players are supposed to do if they can not log on to their account to submit a ticket?

My average response time with each customer support ticket is 2 weeks. Add 1 week for each follow-up.

Hang in there and be patient! They will respond! :)

Sep 10 2013, 04:59 AM start


last response:

Stanley Sep 18 2013, 03:42 AM
We will try to restore your star level.


my last message:

Nov 1 2013, 09:53 AM

You can say customer support exist but you can't prove it to me. Every issue I've put a ticket in for gets a "we are looking in to it" and then NOTHING. Other then opening one server after another I can't see anything that the people at Tynon are doing.

Wow, I wondered about that. Now if they could actually have the damn game have some instructions! There's no goddamn guidance in the game! I just wasted 4000K trying to "transfer" but nothing at all happened from two tries, except I lost all my hard earned bonuses, and got nothing for it. 5 stars on one person and 2 attributes, and NOTHING! 3 stars on the other and 2 attributes, and NOTHING! There's no way this sounds right, although with how the damn game never gave me Shayd after spending millions of credits at the Heaven's Tavern, I shouldn't be surprised, and how twice now I've failed to sanctify at 90%. I am VERY close to getting sick of Tynon because of this type of crap.

What a crock i have been professional and courteous. and also out spoken glad to know someone gets a respond from them. My support from them is like me writhing Santa a letter. Happy for you money spent in this game is not an issue to the frustration you get for trying to be social and human. Good luck to all others finding the light of happiness as i seem to be in a eclipse.