Beta still deserves Customer Service

I understand that this is beta and we are helping you create a great game. I understand that there will be some issues. I even understand that there may be delays in the correction of these issues. What I do not understand however is how you can ignore those that have spent money on the game. I do not understand how there is not a way implemented for customers to track issues. If this is supposed to the method then it is inadequate. The first time I spent money I did not get my gems until I emailed the billing office. The 2nd time I spent money I did not get my gems (the gear stat increasing gems). The 3rd time I spent money I did not get my medals. These last 2 have been reported with zero satisfaction. Last night I was backed up in progress 5 times while spending 10m coins on runes to the point where I had to start the purchases all over. I have spent lots of credits and gems to place in the events in order to be awarded patterns that have never turned up. These credits and gems were bought with my money. This has also been reported. I will continue to play this game though Monday giving you the opportunity to correct these issues to a cash player. At which time should there turn out to be little to no recompense i will seek other avenues to regain what has not been earned by your company. Yes I am aware that it will result in theh ban of my account. At this point in time, that is a sacrifice I am willing to make.

Since this post I have lost a little over 7m gold worth of runes as well as 10 rune fragments. The Rune cache now has 3 rune slots locked, with a cost 0 gems to unlock which is tolerable, this is beta after all. However the continued lose of them items purchased with my money is steadily increasing my annoyance and displeasure.

Ball event just started. I went in with 484k power, got 100% power boost. My power is now at 533k power. More of my money lost.

Ball event over. I am missing roughly 100 gems. Bugs are bugs. Beta is Beta. This is bordering on theft.

Another few million worth of runes gone.

3 rune slots on my characters have relocked.

Rune gone again.

Charging me 20 stamina to enter a quest zone I have already payed and entered previously.

Seriously guys, at this point it would be better just to reset the account to 0 and give me my purchased items back.

so sorry to hear that ferrelie hope they get it fix and help u in your issue and u get all the items u pay for good luck !

A simple, we are looking into this for you with a timeline would be great.

disappointed at the lack of response so far.

Got a notification. The issues are being looked into.

cool thats good news then u will get it work out soon

5 Blue medals have been replaced. thanks for that. Waiting on update for the rest of it.

I am also becoming very frustrated with this companies lack of regard in responding to ticket requests. I submitted a ticket to billing on May 29, and another on June 1 and have got no response so far. I bought 1000 gems for my account and they were credited to my 9 year old daughters account, I love her and want her to play with me, but I am not spending 88 dollars on her at this stage of the game and have asked that those gems get moved to the account to which they were intended. But problems aside, I know this is a beta and things happen, and they will be fixed I am sure, but to not have anyone respond is unheard of in a customer service industry. I dont mind the pay to play option, but when I pay I expect to have some type of customer support when problems with what I pay for arise. It is getting quite annoying.

can you do anything about all the icons cluttering up the screen? can you make them so we can knock them down? and what is up with the training icon? I have only seen it 2x and it was jammed between the rankings and aerie icons NOT in-between them it was like on top of them?

Everyone has to remember there is only so many admins and mods to be able to answer hundreds of questions thrown at them almost every minute. They do get to them as soon as they can. But until there are more mods to be able to help maintain the forums you just need to have a little patience. This is a beta in all aspects even with forums. Just give them a little time to get things situated, it takes alot to get things up and going. I'm sure your questions will all be answered. Continual complaining doesn't help the situation. As it has been said before this is a beta test. Therefore there are going to be several issues and that is the point of beta. To sort out the issues and get them resolved but there is several they are dealing with.

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Originally Posted by Forsynthia

Everyone has to remember there is only so many admins and mods to be able to answer hundreds of questions thrown at them almost every minute. They do get to them as soon as they can. But until there are more mods to be able to help maintain the forums you just need to have a little patience. This is a beta in all aspects even with forums. Just give them a little time to get things situated, it takes alot to get things up and going. I'm sure your questions will all be answered. Continual complaining doesn't help the situation. As it has been said before this is a beta test. Therefore there are going to be several issues and that is the point of beta. To sort out the issues and get them resolved but there is several they are dealing with.

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So True :cool:

I am amazed that ppl are willing to spend so readily when they know that this is the test phase of the game ... tynon have said that all spending will be credited to the player when it goes live. keep a diary...notify of probs..but i think it is pretty low when u get grumpy becoz things haven't tuned out quite like u thought. obviously u like the game..or u wouldn't spend. they get that...so..im in full agreement with forsynthia (above) ... give them time. this is NOT the final version :)

I definitely concur with forsynthia and joaan987 in the patience department, however I also understand the frustration of ferrelie because waiting begets the problem of being able to actively compete. With some of the problems of getting credit for gems bought and items earned it's kind of difficult to stay competitive and not become a victim of some of the bigger players. In the entire time I've been playing (12-15 hours or more daily since Beta opened) I have never gotten the required 700 for the first (Easy) Labyrinth. I finally accomplish it today (got 707) and I don't get the Hope Bringers Spirit Plans. Not complaining so much, it just becomes disheartening when you spend money/earn items (credits, gems, weapons, etc.) and don't receive them. It stagnates one from growing, thus making them prey for the countless vultures with significant abilities (ie. bigger players w/ less than nil regard for smaller players).

Lol, Having lost over 2500 gems, Millions in credits, One Purple hero that was claimed yet never added to hero inventory, a dozen top 10 banishings that failed to deliver....I have at least gotten the 700+ in Laby a couple times and you only have a one in five shot at Spirit Plans after beating the 3rd Monster after defeating the Main enemy. I have been forced to purchase Spirit plans instead having no luck in the cards.
I am shocked they are going live tomorrow with all the problems still here. We have a server with 3k-3.5k ppl max at present and without great connection and comp, game lags bad! Wait til each server has 10-25X the ppl.

Closed this thread as our beta is coming to a close and the issue was corrected.