Initial Business Response /* (1000, 15, 2015/11/18) */
There were issues with the promotional event this user is complaing about, however, this player still received the purchased items and actually used themWe've informed the player that this issue was fixed and he should be able to play the
game fine from then on
Initial Consumer Rebuttal /* (3000, 17, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Completely falseNever received ANY type of promotional itemsThis company should be banned from all activities due to the nature of their businessThey take consumers money and provide zero refund and/or explanation afterwardsI am not happy, and this response does not resolve anythingI still want a full refund
Hello,
Thank you for your assistanceThey actually looked into my complaint and amicably resolved itI really appreciate having this forum to turn to
If possible, please update my complaint to reflect that the business did the right thingI couldn't find a place to do
it
Sincerely,
***
Glu has resolved the issue with our server and the game is up and running now Our Customer Service team reached out to the complainant and believes the matter is resolved However, please let us know if he is still unable to play and we will work with him to resolve this matter right
away
Initial Business Response /* (1000, 10, 2015/11/09) */
This player factory reset her phone and lost her game progress on Kim Kardashian HollywoodWe asked her to provide the receipts of the purchases she made and offered restoring these purchases on the new accountThis is a fresh case and is
being worked on by one of the agentsCurrently, we're already on the verge of restoring her purchases onto her new account
Initial Consumer Rebuttal /* (3000, 12, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is still no way to save the game by cloud server
Final Business Response /* (4000, 14, 2015/11/12) */
The feature of saving game progress online is currently not a feature available in the gameWe have, however, completed restore of all of this player's in-game progress and consider this matter resolved
Final Consumer Response /* (2000, 16, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund was issued but the problem will not be resolved until progress can be saved by cloud serverI suggest the company find a way to resolve this issue immediately in an upcoming update
Complaint: ***I am rejecting this response because:I received the email and I'm rejecting your bribefirst its fraud and now you guys want to add bribery to that by bribing me into another gameNo thanksI've played enough of the nicki Minaj game to know better than to spend any more time on another one of glu's faulty gamesI just want my money back that is allI refuse to spend anymore time playing glu's gameWhat happens when I accept this offer of credits towards another game and the game has errors then what will I bribed with next? I just want my money backI've spent a significant amount of money on this game to get what? Error after errorDo not tell me you understand my frustration when you do notYou have absolutely no idea because your under the impression I have only been waiting for an update for or months I haven't been waiting for or months for an update I've been waiting months going on months that's half a yearWhat could possibly be taking so long for this supposed update that probably doesn't even exist? I just want my money back!Sincerely,*** ***
Dear Mr*** ***,
I have looked into this issue, including the race logs as well as your conversation with our service representative through our own ticket system When our service representative realized that he made the mistake of misreading the racing logs, he made it very clearly in your conversation with him that he made a mistake and gave you the wrong results. I have checked the racing logs and confirmed that you did indeed lose the race.
We apologize that our customer representative made the mistake and gave you the wrong expectations. It was an honest mistake and we will work on this so that it doesn’t happen again
Best,
Glu Mobile Inc
Complaint: ***I am rejecting this response because: had I known I was going to have ongoing problems with this game I obviously would have never played or accepted the termsNobody would if they knew they were going to get ripped offI didn't accept terms to being ripped offThis is extremely unfair and unacceptableI just want a refundI don't want credits for another gameI just want my money backI did not consent to being ripped offI paid for a service which I did not get therefore I want my money back.Sincerely,*** ***
Our Customer Care Team has informed me that you have followed up to the latest open ticket with our Customer Care Team. We will reach out to *** directly with the information you have submitted and ask *** to investigate this issue. Once we hear back from ***, we will send you a follupdate.
Best,
**
Dear *** *** ***
We've followed up with you via our in-game support system, and are now waiting for you to create a new ticket so that we can resolve this issue for you
Regards,
Glu Mobile Inc
Unfortunately, our position remains the same Glu has flagged this player's account because of activity conducted that violates the terms and conditions of our game More specifically, the account history of this play indicates that the amount of in-game currency acquired could not be obtained (either through in-game activities or real money purchases) without violating the games terms and conditions Therefore, Glu will not reinstate this player's account
Initial Business Response /* (1000, 5, 2016/03/30) */
This matter is currently under internal investigation
Initial Consumer Rebuttal /* (3000, 7, 2016/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable and one they wish
will make me go awaynot happeningThis response is a cop-out that provides no valueWhy respond before the deadline if you have nothing of value to say/ a valid response to your deceitThey had ample time to figure this out and come up with an amicable solution
Now I am stuck with useless inactive players, out 5,600+ gold pieces and have missed out on other better players in the meantime that I could have traded for or drafted
They acted in a completely deceiving manner with the intent to defraud and are trying to get away with itNot happening with me!
Final Business Response /* (4000, 9, 2016/04/05) */
The matter has been investigated and we do not believe that there are any issues with the game play mechanicsThe studio plans on updating the text of the "rules" section, however, to more clearly explain how the trade works, as to avoid any misunderstandings
Final Consumer Response /* (4200, 11, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even if there was a flaw with the game you would not admit itWhether the game works properly or not is besides the pointThe fact that you will fix the text of the rules so that in the future you do not "ripe off" other people has nothing to do with the flaw and "utter deceit" with the "text" that I used to play the trade optionYour "deceitful and flawed text" caused me to spend 5,600+ gold (which is not easy to accumulate as you know) plus spending my hard earned cash everyday (that I have to go to work for day and night)How are you going to resolve this issue??? Future issues I don't care about as I will not use your "deceitful trade option" ever againWhat is your proposed RESOLUTION?????? so far you have offered none that solves the issue at hand!!! If you don't plan on giving me the two players that you should - *** *** and *** *** - what about the gold that you stole from me????
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear Mr.*** ***
Thank you so much for reaching out to us with your issue. We have looked into the particular race in question and we found you did not win the race. Your opponent was faster in initial reaction time as well as total racing time. We apologize that our customer
representative mixed up the team names in his response to you and gave you the wrong impression that you won that race
Best,
Glu Mobile Inc
Glu Mobile takes every Revdex.com complaint seriously We are working with our Customer Service team to determine the history of this matter and whether it has been resolved since the complaint was issued We will respond shortly with further information as it becomes available
Complaint: ***I am rejecting this response because: I am still unable to play the gamePlease let me know how to you would like to proceed. Sincerely,*** ***
This player may re-instate his game status by following these instructions:
After launching the game, go to “Settings", then “Email”, then “Already have an account? Login and enter his email address (*** and the password that he used
If he has forgotten his password, he can just
tap on “Forgot Password” and he will receive a new password to his email address, ***
Complaint: ***I am rejecting this response because: I have only accessed this game from one device (my iPhone 7) since my last complaintThe company is making a statementI very much appreciated the one time courtesy previously extended, and at that I deleted the game from all other devices. Sincerely,*** ***
Initial Business Response /* (1000, 15, 2015/11/09) */
The business is looking into this issue
Initial Consumer Rebuttal /* (3000, 17, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Glu has had two months to resolve this complaint and instead,
they have ignored my complaintAt this point, I would like monies spent on this game refunded
This matter is being handled by Glu's customer serviceGlu was unable to locate any payment history tied to this user's email and have therefore, asked the user to provide receipt as proof of purchase so that Glu may initiate the restore of her game status
Initial Business Response /* (1000, 15, 2015/11/18) */
There were issues with the promotional event this user is complaing about, however, this player still received the purchased items and actually used themWe've informed the player that this issue was fixed and he should be able to play the
game fine from then on
Initial Consumer Rebuttal /* (3000, 17, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Completely falseNever received ANY type of promotional itemsThis company should be banned from all activities due to the nature of their businessThey take consumers money and provide zero refund and/or explanation afterwardsI am not happy, and this response does not resolve anythingI still want a full refund
Hello,
Thank you for your assistanceThey actually looked into my complaint and amicably resolved itI really appreciate having this forum to turn to
If possible, please update my complaint to reflect that the business did the right thingI couldn't find a place to do
it
Sincerely,
***
Glu has resolved the issue with our server and the game is up and running now Our Customer Service team reached out to the complainant and believes the matter is resolved However, please let us know if he is still unable to play and we will work with him to resolve this matter right
away
Initial Business Response /* (1000, 10, 2015/11/09) */
This player factory reset her phone and lost her game progress on Kim Kardashian HollywoodWe asked her to provide the receipts of the purchases she made and offered restoring these purchases on the new accountThis is a fresh case and is
being worked on by one of the agentsCurrently, we're already on the verge of restoring her purchases onto her new account
Initial Consumer Rebuttal /* (3000, 12, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is still no way to save the game by cloud server
Final Business Response /* (4000, 14, 2015/11/12) */
The feature of saving game progress online is currently not a feature available in the gameWe have, however, completed restore of all of this player's in-game progress and consider this matter resolved
Final Consumer Response /* (2000, 16, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund was issued but the problem will not be resolved until progress can be saved by cloud serverI suggest the company find a way to resolve this issue immediately in an upcoming update
Complaint: ***I am rejecting this response because:I received the email and I'm rejecting your bribefirst its fraud and now you guys want to add bribery to that by bribing me into another gameNo thanksI've played enough of the nicki Minaj game to know better than to spend any more time on another one of glu's faulty gamesI just want my money back that is allI refuse to spend anymore time playing glu's gameWhat happens when I accept this offer of credits towards another game and the game has errors then what will I bribed with next? I just want my money backI've spent a significant amount of money on this game to get what? Error after errorDo not tell me you understand my frustration when you do notYou have absolutely no idea because your under the impression I have only been waiting for an update for or months I haven't been waiting for or months for an update I've been waiting months going on months that's half a yearWhat could possibly be taking so long for this supposed update that probably doesn't even exist? I just want my money back!Sincerely,*** ***
Dear Mr*** ***,
I have looked into this issue, including the race logs as well as your conversation with our service representative through our own ticket system When our service representative realized that he made the mistake of misreading the racing logs, he made it very clearly in your conversation with him that he made a mistake and gave you the wrong results. I have checked the racing logs and confirmed that you did indeed lose the race.
We apologize that our customer representative made the mistake and gave you the wrong expectations. It was an honest mistake and we will work on this so that it doesn’t happen again
Best,
Glu Mobile Inc
Complaint: ***I am rejecting this response because: had I known I was going to have ongoing problems with this game I obviously would have never played or accepted the termsNobody would if they knew they were going to get ripped offI didn't accept terms to being ripped offThis is extremely unfair and unacceptableI just want a refundI don't want credits for another gameI just want my money backI did not consent to being ripped offI paid for a service which I did not get therefore I want my money back.Sincerely,*** ***
Our Customer Care Team has informed me that you have followed up to the latest open ticket with our Customer Care Team. We will reach out to *** directly with the information you have submitted and ask *** to investigate this issue. Once we hear back from ***, we will send you a follupdate.
Best,
**
Dear *** *** ***
We've followed up with you via our in-game support system, and are now waiting for you to create a new ticket so that we can resolve this issue for you
Regards,
Glu Mobile Inc
Unfortunately, our position remains the same Glu has flagged this player's account because of activity conducted that violates the terms and conditions of our game More specifically, the account history of this play indicates that the amount of in-game currency acquired could not be obtained (either through in-game activities or real money purchases) without violating the games terms and conditions Therefore, Glu will not reinstate this player's account
Initial Business Response /* (1000, 5, 2016/03/30) */
This matter is currently under internal investigation
Initial Consumer Rebuttal /* (3000, 7, 2016/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable and one they wish
will make me go awaynot happeningThis response is a cop-out that provides no valueWhy respond before the deadline if you have nothing of value to say/ a valid response to your deceitThey had ample time to figure this out and come up with an amicable solution
Now I am stuck with useless inactive players, out 5,600+ gold pieces and have missed out on other better players in the meantime that I could have traded for or drafted
They acted in a completely deceiving manner with the intent to defraud and are trying to get away with itNot happening with me!
Final Business Response /* (4000, 9, 2016/04/05) */
The matter has been investigated and we do not believe that there are any issues with the game play mechanicsThe studio plans on updating the text of the "rules" section, however, to more clearly explain how the trade works, as to avoid any misunderstandings
Final Consumer Response /* (4200, 11, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even if there was a flaw with the game you would not admit itWhether the game works properly or not is besides the pointThe fact that you will fix the text of the rules so that in the future you do not "ripe off" other people has nothing to do with the flaw and "utter deceit" with the "text" that I used to play the trade optionYour "deceitful and flawed text" caused me to spend 5,600+ gold (which is not easy to accumulate as you know) plus spending my hard earned cash everyday (that I have to go to work for day and night)How are you going to resolve this issue??? Future issues I don't care about as I will not use your "deceitful trade option" ever againWhat is your proposed RESOLUTION?????? so far you have offered none that solves the issue at hand!!! If you don't plan on giving me the two players that you should - *** *** and *** *** - what about the gold that you stole from me????
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear Mr.*** ***
Thank you so much for reaching out to us with your issue. We have looked into the particular race in question and we found you did not win the race. Your opponent was faster in initial reaction time as well as total racing time. We apologize that our customer
representative mixed up the team names in his response to you and gave you the wrong impression that you won that race
Best,
Glu Mobile Inc
Glu Mobile takes every Revdex.com complaint seriously We are working with our Customer Service team to determine the history of this matter and whether it has been resolved since the complaint was issued We will respond shortly with further information as it becomes available
Complaint: ***I am rejecting this response because: I am still unable to play the gamePlease let me know how to you would like to proceed. Sincerely,*** ***
This player may re-instate his game status by following these instructions:
After launching the game, go to “Settings", then “Email”, then “Already have an account? Login and enter his email address (*** and the password that he used
If he has forgotten his password, he can just
tap on “Forgot Password” and he will receive a new password to his email address, ***
Complaint: ***I am rejecting this response because: I have only accessed this game from one device (my iPhone 7) since my last complaintThe company is making a statementI very much appreciated the one time courtesy previously extended, and at that I deleted the game from all other devices. Sincerely,*** ***
Initial Business Response /* (1000, 15, 2015/11/09) */
The business is looking into this issue
Initial Consumer Rebuttal /* (3000, 17, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Glu has had two months to resolve this complaint and instead,
they have ignored my complaintAt this point, I would like monies spent on this game refunded
This end user is found to have violated Glu’s Terms of Use and therefore his account will not be re-instated
This matter is being handled by Glu's customer serviceGlu was unable to locate any payment history tied to this user's email and have therefore, asked the user to provide receipt as proof of purchase so that Glu may initiate the restore of her game status