Technical Support

[jay2200_2347264]

I have submitted three support tickets, one on the crashing during cerberus/baal problem.
One had to do with missing coins from my account, and the other with redeeming orders from beta when I started on the live server. The latter one I submitted when I joined the live server, on June 14 or 15. Since that time I have struggled with the non-support team to fix my account through roughly 5 different email exchanges. Each time they apologize for not correcting it, then they make some excuse why they shouldn't fix it.
I am convinced this support team is there to try to keep players on the game but are not willing to treat them in that manner. Kind of like Evony for those that played there.

I highly recommend that you don't invest in this game, if technical support is something of a concern to you, and if you do not have money sitting around wasting space in your wallet.

[ARMOR]

Yeah i'm beginning to think this is becoming a quick income builder to them just like evony and cannot seem to address many issues.

[Dawnseeker]

I have submitted three support tickets, one on the crashing during cerberus/baal problem.
One had to do with missing coins from my account, and the other with redeeming orders from beta when I started on the live server. The latter one I submitted when I joined the live server, on June 14 or 15. Since that time I have struggled with the non-support team to fix my account through roughly 5 different email exchanges. Each time they apologize for not correcting it, then they make some excuse why they shouldn't fix it.
I am convinced this support team is there to try to keep players on the game but are not willing to treat them in that manner. Kind of like Evony for those that played there.

I highly recommend that you don't invest in this game, if technical support is something of a concern to you, and if you do not have money sitting around wasting space in your wallet.

We did fix the Baal/Cerb issues. It was not an individual problem, but a server-wide issue, so there was nothing for customer support to do for you. It's now been fixed for everyone.

The rest is unclear to me. You said that CS has been unhelpful, but did they help you claim your gems from the beta server? Or do you still have unclaimed?

Yeah i'm beginning to think this is becoming a quick income builder to them just like evony and cannot seem to address many issues.

Evony has been around for over 4 years. Nothing "quick" about it. Tynon is just getting started. We're not going anywhere and we're working on smoothing out remaining issues, as can be seen from the Patch Notes section.

[jay2200_2347264]

Absolutely NOT. NOTHING is fixed on my account.
On Odin server I am still sitting at VIP1, the third redeem transaction from the beta server orders was never completed. After several emails, they finally said that you had to purchase so many gems and I had not purchased them. However, I took a poll of players that I knew that were on the beta and converted just like I did, and every one of them maintained their VIP level and gems. They sent me what appeared like it could have been a log file, and I sent them a screen print. I have been doing software and database troubleshooting for many years, and have seen this same thing pop up on occasion. So I suspect the transaction was unsuccessful but I cannot get them to even consider this possibility.
The other separate issue is the missing coins... I also sent a screen print of my account showing over 100mil coins that just disappeared. Interesting that I get no response except the standard automated "Thank you for submitting..." email in return.

I can appreciate this is very new software, but the support team needs to listen to the customer. The customer is always right, not wrong, even if not complete with the entire problem in all cases. This issue has been out there for over two weeks already and all I get from the "support" ppl is diversion and deflection, instead of assistance and resolution, I have come to believe it is a lack of thoroughness.

As far as the Baal/Cerb issue, I encountered this issue just this morning, so I wonder what kind of fix was put in, or if there was maybe a version control issue, or perhaps a browser specific issue. I can appreciate the complexity of the code, and the difficulties in making sure as many browsers are supported as possible, thank you for making some progress on some issues.


Jun 17 - Greetings,
We will fix this issue as soon as we can. We apologize for the delay.
Regards,
Tynon Support

Jun 20 - Greetings,
We apologize for the delay. I will ask our tech team to deliver the gems soon. We appreciate your patience in this matter.

June 24 - Greetings,
We've once again checked the delivery log of your orders. All three of the exchange order has been successfully delivered to your account.

Jun 26 - Greetings,
Here is the gems log of these three redeem order,
| XXXX | 2013-06-14 23:22:15 | XXXX | NULL | CASHCHANGED | 70 | 130 | 60 | NULL | PAY | NULL |
| XXXX | 2013-06-14 23:22:38 | XXXX | NULL | CASHCHANGED | 130 | 330 | 200 | NULL | PAY | NULL |
| XXXX | 2013-06-14 23:22:54 | XXXX | NULL | CASHCHANGED | 330 | 530 | 200 | NULL | PAY | NULL |
Your gems went from 70 to 530 with the redeem of the three orders. [{ THIS DID NOT HAPPEN IN GAME }]

Jun 27 - Greetings,
Sorry I did not mention this before. VIP2 status require a purchase of 500 gems, but with the three redeem orders, you've only paid 460 gems so far. So you are short of 40 for VIP 2 . We hope this clarify everything. And please accept my sincere apology for not make this clear in the first place. You were a VIP 2 in beta because the rule is different. [{ WHY DO THESE RULES ONLY APPLY TO ME? AND IF TRUE, THEN ANOTHER PURCHASE WOULD ALREADY PUT ME 40 GEMS BEHIND... SAD PRACTICE THAT I REFUSE TO BE A PART OF }]
Best Regards,
Tynon Support

This issue remains UN-Resolved!
BOTTOM LINE: CS has not helped anything. Not one thing, except to waste time and screw me out of what I paid for.
I would be happy to send you the screen captures of my current VIP1 status and Coins if you need.

[michaelgarrett47_6862826]

yeah not very good staff here dawnseeker always saws to pm him if a problem and u do and he never reads and responds so whats the point get staff that will actually do the job they are suppose to be doing

[mattp169]

Ive sent in requests to have stuff that was stolen form me by server crashes replaced with no reolution
Ive pm'd dawn with no response

[Andy]

I have submitted three support tickets

How do you submit a support ticket?

[maanbloempje_3814465]

Yeah i'm beginning to think this is becoming a quick income builder to them just like evony and cannot seem to address many issues.

It is.., and if you stir things up by opening your mouth about it, you will get a private message saying you can't do that.

[IrishCurse]

I have been unable to play baal or cerebus for 3 days. I can play 3 or 4 rounds then auto fight just spins. I have tried refreshing and fighting manually. Unless it was a crash i have never had glitches in my game. This week i have had multi glitches in pirates, lab and baal.

[ricblasko_7732123]

Nothing can be done for us? We bought gems, and it locks up right after we spend them. Refund us our money! It's happening again right now!