Gree International Inc

Initial Business Response /* (1000, 5, 2015/07/08) */
Your email/complaint has been receivedWe are currently investigating your issue and will offer a resolution shortly
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
This response, or in reality, lack of response, is the same exact thing I've been getting for monthsThey have provided no resolution, just stating that they are looking into itI've just had the game update and reset all of the progress I've made on the epic bossI've submitted another caseI've received nothing but a canned responseThis is a time critical issue
At this point, if I don't get compensation for what I've lost, I'm going to have to look into what I can do legallyI should not have to wait months to be reimbursed for what I've rightfully spent and attained in the game
Final Business Response /* (4000, 9, 2015/07/17) */
We have concluded our investigationEnergy has been credited previously to this account, however we are unable to issue any additional energyWe are also unable to issue gem credit as compensation, or issue prizes that "might" have been obtainedWe do apologize for the inconvenienceAny additional open tickets in our system will be responded to directly to the player, via our customer service department
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've received a response to one case (XXXXXXX), which I agree can be closedI've still not received any response to the other cases and a new one I just submittedThe energy credited before was for a case that wasn't included in this complaintI don't understand why they can't issue any additional energyThey've done so in the past for tickets I've submittedIn fact, I have a player in one of our alliance guilds that received energy for each of the various raid/guild war/etcenergiesHe also received a large amount of goldI've still not been compensated for the energy that I purchased that I never receivedAdditionally regarding providing prizes that I may have obtained, many one case (XXXXXXX) was regarding prizes I earned but never receivedMost of the cases are about losing energy in various aspects of the gameThose need to be reimbursed
If you are not going to reimburse your players for gems earned via Fyber (since Fyber won't), then you should get rid of Fyber and find another company that actually provides a service that worksI continually have issues receiving gems from videos on multiple devices for the same videos that has been going on for months
I have been a dedicated player to this game and have spent a lot of money and time on the gameIt is a shame that the customer service response is so poor

Initial Business Response /* (1000, 5, 2016/03/21) */
Thank you for your reportA search of our ticketing system did not yield any recent tickets from the email address: ***@yahoo.com concerning the matter that is noted hereThe last ticket received from the player on 3/13/was on
a different subject
We'd like to kindly ask that the player write in a new ticket regarding the issue that he experienced via the in game "contact support" button
We'd also like to ask for information such as:
- When did they experience the issue
- Which Strong Hold event(s) in particular they are referencing
- What Alliance they were in
- A detailed account of what occurred
With this information, our agents can look into the matter more accurately and deeplyThank you
Initial Consumer Rebuttal /* (3000, 7, 2016/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First any email sent via the in game "contact support" button has mostly yielded me an automated or "bot" replyI've sent emails to your support and they have sent me a response that had nothing to do with what I was asking aboutThis issue has been happening since the sh event on February 25thHere are some messages from our alliance (saints of desolation) Line chat after gree switched us the first time;
" Im in champ league cant send rein to our sh...."
" Dude that sucks ***."
" Yes gree fk us we are in champ"
" Sooooooo what happens to all our points?"
" Nomore"
" guys send a love letter to gree support n demand for a long compensation"
The next sh event that you switched us on was on March 1st
Shortly after that, we started getting map loading issues
The next sh event was on March 16th when they switched us from diamond to champion leagueShortly near the end of that event, they switched, us yet again, to diamond league, loosing all points each time they switched us
As for the support ticket, you need to look for the date February 26thSupport ticket was XXXXXXXI will paste the email that was sent, please note I will censor parts that are not neededAlso you gave me a generic response
"Gree we were in diamond league and winning and right in the middle you *** us and put us in champ* worst way to do business and *hurt your loyal groups of coinersI am just about done with your *bad service and lazy programmingYou're supposed to reinvest money, not run with it in your pocketsThanks for completely *hurting us on this sh event."
Timestamp: Fri Feb 10:43:CST
Player ID: XXXXXXXXXXXXXXX
Language: en_US
Alliance ID: XXXXXXXXXXXXXXX
Device ID: ff697a220bfe1d3dc54bbfXXXXXXb
Android ID: ***
Device: SM-T
Status:
Client: War of Nations Android
Client Version:
Client Build:
Client Build Date: 2/3/XX XX:XX AM
Game Data Version: hc_NA_XXXXXXXX_XXXXX
Currently, my alliance *** of *** doesn't even want to participate very much in the current sh event for fear of being switched to a different bracket
Like I asked in the report, I would like a technical explanation of why this tier recalculation problem was happening, if and when it WILL be fixed, and what you will do to compensate alliances such as ours that worked hard and lost all our points and rewards due to this rather large game bugThere are some members in our alliance that coin during sh events that also lost money
Final Business Response /* (4000, 9, 2016/03/28) */
Thank you for the reportWe were able to find the player's ticket where an agent responded to their inquiry on 2/with the following:
"I do understand your frustration and we do apologize for any inconvenience experiencedPlease note that there is an issue that's causing tiering recalculations due to alliance strengthWe have a team looking into options for fixing this issueWe appreciate your patience in this matter."
As this issue is currently being investigated and worked on, the agent's reply was correct
In game fixes will be in the form of a game update and will be available once approved by Google/AppleWe would like to encourage the player to check often for updates on the fix for this
Should the player encounter this issue again we would like to kindly ask them to send in a new ticket to indicate a different instance where we could further investigateIf the player has any additional concerns or questions we'd like to ask that they let us know also through an in game ticket where an agent will be glad to address their concernsThank you
Final Consumer Response /* (4200, 11, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the response, but they still have failed to answer any of my questionsFirst a rough date of when or if this will be fixed, what specifically caused this to happen, and what they will or will not do to compensate the alliances that were switched in the eventWe just had another sh event days ago where it started us in champ when another alliance with higher ranking and more bp was in diamondAt this time, our alliance really didnt even try because it was obvious we would be switchedIn my opinion, I think gree is adding too much stuff to War of Nations, causing the game to increasingly become buggy, laggy, and confusingI feel they should fix the current problems before adding new stuff, which just makes things worse

Initial Business Response /* (1000, 5, 2015/11/17) */
Thank you for the reportWe were not able to find a recent ticket from the email address:
***@shaw.ca
The last ticket received from this email address was: Nov 27, XXXX XX:XXWe'd like to kindly ask that the player send in a
ticket through their in game "contact support" button so that a agent will be able to address any concerns that the player has

Initial Business Response /* (1000, 5, 2015/11/20) */
Thank you for your reportWe have located the player's ticket and have sent them a follow up email to further address the issue that they experienced on 11/as follows:
"This is a follow up ticket you one of your recent communications
with us regarding the issue encountered with experimental upgrades
We are sorry to hear that you experienced this issue and reviewed your caseCompensation was determined with amount of powercells used during this issueAs no power cells were used, your account initially was not eligible for compensation as stated by the answering agent
We have asked to see what else could be done for you and Power cells have been placed into your account
Thank you for your kind patience and understanding regarding this matterWar of Nations is always endeavoring to improve and provide our players with an enjoyable playing experience so we appreciate your writing in to us very much
If you have any additional questions or in game related concerns, please send in a new ticket to let us know!"
If the player has any further concerns or questions, we'd like to kindly ask that they be raised via the in game "contact support" button so that we can further assist
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was the response I "kindly sent customer support" on 11/without a responseI couldn't use power cells as I was unable to attempt to increase my experimentals lvl as advertised? it takes cells to even attempt a lvl upgradeWhile I appreciate the offer of cells, it won't even come close to the amount of cells it will now take to get all lvl 13s since they now can fail vs not being able to fail as advertisedThis is not fair compensation and you know thisExperimentals play a huge part in this game, and I wasn't able to upgrade as others were able toThat's unfair and unacceptableI still want my experimentals upgraded to lvl
Final Business Response /* (4000, 9, 2015/11/24) */
Thank you for your replyA response was sent back to the player on ticket XXXXXXX regarding their reply to the previously posted message
Our records show that the player was not eligible for compensation as no power cells were used or consumed during the issue periodHowever, as per the previous message 2,power cells were added as an exception
The message back to the player was as follows:
"Thank you for writing back to usI do apologize for any disappointment, however, as previously mentioned the power cells added and an exception are the extent of what we are able to do for you in this case
This issue affected all players equally, as such no players received an advantage over another
Thank you for your kind understanding regarding this matterIf you have any additional questions on game matters, please send in a new ticket separate to this one and we will be glad to address you there."
We are not able to raise the commander's level nor are we able to offer any additional compensation
Final Consumer Response /* (4200, 11, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I never asked for the cellsThose cells are a drop in the bucket as to what it will take to accomplish what was advertisedI told gree to take them backIts funny that gree says all players were treated equallyMany player's in my world had there experimentals fail when they weren't supposed to, and yes players were able to increase as well and no compensation of fix has been applied to any of there accounts
I have provided all the information needed to understand my issue/complaintI also understand that in the game, gree advertised something that was not achievable which is advertising
Just so I'm being clear, I'm posting the definition since gree seems to struggle understanding issues:
"advertising or deceptive advertising is the use of or misleading statements in advertising, and misrepresentation of the product at hand, which may negatively affect many stakeholders, especially consumers"
I kindly asked for this to be escalated and it wasnt, I asked for a simple fix and I was deniedI asked for gree to be held responsible for there misrepresentation of an advertisement that was achievable, they deny there was an issue
I will continue fight this by any means necessary to make sure my voice is heard
I will continue to say, I will only consider this issue closed if my experimentals are increased to lvl as advertised

Complaint: ***I am rejecting this response because: this is not the ticket at hand I sent in three emails after that incident that were not responded to at allI have attached three screenshotsof tickets I received no response from after that ticket you just mentioned in which there was a Stat drop that has yet to be responded to. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/04) */
Hello and thank you for the reportWe apologize and thank you for your patience while we looked into the player's issueWe received their inquiry on 12/22/and an agent responded on 12/24/
The agent replied with the following
message:
"I am sorry for any inconvenience this may have caused to youPlease note that the game is working as intended, the chest is intended to drop Armor that is epic to DragonforgedAdditionally, fusion boosts and other items may dropYou will be able to check this information in the news banner, than on the chest purchase screenI appreciate your understanding."
Additionally, on the Chance Chest screens (which is the interface through the Chests can be chosen and obtained) there is an indication regarding the armor levels available in the specific chests with their star level ranks displayed such as stars to Dragonforged level as an example
Thank you again for your report
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On the specific chest 5* to dragon forged not the 3* to dragonforgedOh ya they took the chest down the day after I reported thisThat chest does not work as intendedThe multipliers the put on the chests are bogus because there is no base number to even pull the multiplier off ofWhat I get out of it is there is a chance of getting a good armor, wait there is a 10times multiplier on it, so that would make it a chance then? They need to be more specific!
Final Business Response /* (4000, 9, 2016/01/11) */
Hello and thank you for the reply
Limited Time Chests are designed to cycle with new ones being added after the previous ones have run their allotted course timeThe star ranks available may also change from chest to chestIf you have experienced an issue with a particular Limited Time Chest, we'd like to kindly ask that Support be contacted through the in game "contact support" button along with as many details as possible such as: The name of the chest, What time the chest was purchased, what you received from the chest and any screenshots that you may have regarding seeing a different armor availability displayedOnce this is sent a Knights and Dragons Support agent will be able to assist further
Thank you for your understanding and cooperation

Initial Business Response /* (1000, 5, 2015/09/18) */
Thank you for your reportWe are currently investigating the player's claim, and will reply back within hours with our findingsWe apologize for the continued delay/inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18)
*/

Initial Business Response /* (1000, 5, 2015/08/24) */
On Aug XX XX:XX we replied with:
"Thank you for contacting Knights & Dragons Customer Support, and for taking the time to report the issues you had with the Leaderboards
We greatly appreciate your participation in this latest Epic Boss
event and will be reviewing affected players and rewarding those deemed eligible with the prize armor shortly within the coming week
We sincerely apologize for this inconvenience."
On 8/our engineering teams released their findingsAll effected players were either automatically or manually credited with the missing armor, and/or gemsIf no error was found, no credit was made
We apologize once again for the inconvenience and frustrations

Initial Business Response /* (1000, 5, 2015/12/08) */
Thank you for your patience as we looked into this caseWe were able to identify the player and have sent them a message through our ticketing system as follows to address their concerns:
"Thank you for contacting GREE SupportI found
your ticket XXXXXXX and wanted to follow up with you on the issues that you are experiencingI apologize for the premature closure of the previous ticket and would like to step in to assist
It sounded like that you were not able to access your accountsI'd like to take a closer look into this
Could you please provide me with the following?
The Invite codes and names of the accounts that you aren't able to access
The approximate last date you were able to access the games
Please kindly note that we are only able to discuss matters of accounts with the owner of the accountIf your faction members are also experiencing issues, please encourage them to write in to let us knowThat way each player can be addressedIf your faction members able to use the "contact support" button, they can send an email our way via this address: ***@gree.net Thank you for your kind understanding and cooperation
Please let me know if you have any additional questions in the meantimeI'm looking forward to hearing back from you so that I can continue to assist."
The ticket has been assigned to an agent who will be able to further address any concerns or issuesWe'd like to kindly ask that any additional concerns be raised on the ticket that we have in our ticketing system
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Screenshots of game problems, were sent to GREEWhen the ticket with the main complaint was sent, player ID, name, and all requested on reply above, was submittedThis message, is the same computer generated reply, they send to all customersI am now able to access game, however as an Android player, and leader of faction, I cannot build fortificationsWhen I exit game and return, I encounter a "null" accountGREE initially closed ticket, like they have numerous times, when they don't solve a customer issueThey reopened ticket, when Revdex.com intervenedI want this game fixedThey are giving iPhone(ios) customers, all tricks, and better of game, leaving Android players in the darkThis is going on for monthsWith each game app update, Android gets worse of it
Final Business Response /* (4000, 9, 2015/12/17) */
Thank you for your patience as we continued to look into this issueThe cause of the issue has been identified and fixed
On 12/14/an agent responded to the player's ticket (XXXXXXX) with instructions on how to resolve their issue as follows:
"Thank you for your kind patience as the Modern War Team continued to look into thisWe have identified the issue and a fix is now available through the Google Play storePlease update your Modern War game to
This should allow you back into the gameWe apologize for any inconvenience that you may have experiencedThank you again for your patience and understanding as the team worked on thisIf you are experiencing any other game related issues, please let us know in a new ticket and an agent will be more than glad to assist you!"
Should the player have any additional concerns or questions, we'd like to kindly ask them to send in a new ticket so that an agent can continue to assistThank you
Final Consumer Response /* (4200, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "update" did not resolve issue! As leader, I cannot set fortification walls, for my factionI have screenshot proof it that problem not resolved to this dateI've given up on gameGREE lies about fixing, but never doThey want customers to spend money on game, but with the horrible glitches, and fake fixings, they're more robbing the customer, than providing game service

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, *** ***

Initial Business Response /* (1000, 5, 2015/10/05) */
Thank you for the reportWe are currently investigating this issue, and will update this claim once we have additional informationOur apologies for the continued delay
Initial Consumer Rebuttal /* (3000, 12, 2015/10/13) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
It has been a month I want a refund of my moneyThe acct has been destroyed by others
Final Business Response /* (4000, 14, 2015/10/19) */
Thank you for your patience as we continued to look into this case
The issue causing some players from accessing the game has since been resolvedOn 10/14, the player was sent this message regarding compensation for temporarily not being able to access the game: "we have decided to credit (1-Hour) speedups, small money packs, Huge fuel packs and small oil packs to your affected account as compensation."
We are not be offering any compensation in the form of a monetary refundShould the player have any additional questions or concerns, we kindly ask that they let us know through the in game support function in the form of a new ticket, or they may also contact us through the currently open and assigned ticket that they have with one of our agents so that we can continue to assist them there
Final Consumer Response /* (4200, 16, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That compensation is a joke bc it is barely anythingOntop of I still dont have my acct back

Thank you for the response. As TapJoy is a third party provider, we are not able to intervene in this case as it is a matter between the player and the Tapjoy and their offer services. If the player has any gameplay related concerns or questions, we'd like to kindly ask them to send in a ticket through the "contact support" button where an agent will be able to further assist. Thank you

Initial Business Response /* (1000, 5, 2015/09/11) */
Thank you for your reportWe are currently investigating the players claim, and will reply back within hours with our findingsWe apologize for the continued delay/inconvenience
Initial Consumer Rebuttal /* (3000, 8, 2015/09/23)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
It's been days after I received the reply from Revdex.com, but have not heard anything from Gree as they promised to response in days
Again, it's like Gree's past behavior, broken promise and no credit or commitment to customers' complaint
Please help me to pursue their response and settlement on this issue
Thanks!
Final Business Response /* (4000, 10, 2015/09/24) */
We apologize for any confusionGREE's response in regards to this case was as follows (as relayed on 9/14/XXXX - XX hours from our first response):
"We have researched the case and found that this issue is pertaining to a game exploit in which in-game gold was being acquired above the daily video per day limit
We received the player's inquiry on 9/5/where it was addressed in ticket: XXXXXXX on 9/6/The response was as follows:
"In order to address the issue where players exploited a glitch by bypassing *** daily limitation for receiving free gold from third party video offers, we have removed the remaining gold gained from these offers along with the LE units purchased using the aforementioned gold from the inventory of participating players
Please understand that when there is a game glitch, it should be reported and not exploitedParticipation in such exploits are against our terms of service, and is another form of cheatingIn order to return game balance, we have simply removed the items and the gold which was acquired beyond the daily limit of videos per day."
It was determined that an impossible number of videos were watched during the given period and limit on the account in questionFor example: on 8/there was an instance of videos watched (please see attached pdf file with instances and timestamps logged for 8/25/2015)Similar actions in regards to video offers spans numerous daysThe items purchased with the excess Gold that was received due the exploit was removed as a resultWe will not be issuing compensation in this matter."
We have attached the pdf logs again for review as well
Final Consumer Response /* (4200, 12, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st of all, Gree has never mentioned there is a cap on the video allowed for the players each day in their game rules until they started removed the LE units
2nd, players were able to watch unlimited video not because they hacked or jailbroke the gameThey followed the rules and did it legitimatelyIt's Gree's own game glitch caused the issue not the players did it on intention
3rd, even right now, players using Android device are still able to watch the video unlimitedly without a problemThis is ironical that on one side Gree allows some players keep watching the video unlimited, on the other side they accuse other players exploiting the glitch and removed their hard-earned gold blatantlyThis not game rule enforcement but a shameless robbery and prejudice to certain players
Again, I strongly demand Gree to refund my gold and I will retain my right to pursue further legal action otherwise
Thanks!

Thank you for the report. We were able to find the player's ticket regarding Raid Energy: ***. We have placed Gems into the player's account in place of the missing Raid Energy. This is a rate of Gems per Raid energy (which is the in game rate). In regards to
the issue regarding video offers from Tapjoy: This is a third party provider which is pays out Gems for their offers through Knights and Dragons. As this is done on their system, we are not able to track or verify if the video has been watched or requirement has been fulfilled. As such, for confirmation that the video has been watched or offer has been completed and Gems being added must be done by Tapjoy. If the player has any further game related questions, we'd like to kindly ask that they submit a new ticket through the in game "contact support" button and we'll be glad to address them. Thank you

Initial Business Response /* (1000, 5, 2016/03/08) */
Thank you for the reportWe unfortunately were not able to find a ticket regarding the issue that the player has brought up in this report via the email address: ***@gmail.com
While we have one recent ticket open, it is
regarding a different subject matter than this reportPrior to this, the last most recent ticket was received November 7th, We'd like to kindly ask that the player submit a new ticket through the in game "contact support" button, separate from their prior ticket which is on a different subject, so that a game agent can investigate furtherSending in a ticket from the contact support button will provide the most up to date account information that game agents often require, and keeping issues separate helps us organize and address them more accuratelyThank you
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are lieing, I have emailed them from my gaming account about this(***@gmail.com) They haven't responded to any of my emails for a year now,they just send a copy/paste someone else typed for them, and if they don't have a ticket from this email it is because they closed it without it being resolvedAs you can tell from there response they aren't trying to solve the issue just give me the run-a-round
Final Business Response /* (4000, 11, 2016/03/14) */
Hello and thank you for the reply with the more information on the email address used as it was different from the one supplied hereWe were able to find the player's ticket under a different name and email address: ***@googlemail.com
Upon further investigation, it was found that the player is referring to the structure of one of the eventsPlease note that this is not a bug and the game and events are functioning as intendedAs there is no bug, we are not able to offer compensation nor issue a refund
In the player's ticket: XXXXXXX, the agent responded to their feedback with the following message:
"We're always looking for new ways to improve player experienceI will pass your feedback regarding increasing the unlimited time attack point missions directly to our developers for further considerationAgain, thanks for taking the time to message us."
Please note that this is the correct response and we have taken note of the player's feedback and suggestionShould the player have any additional feedback or concerns, we'd like to kindly ask them to send in a new ticket via the in game "contact support" button where an agent will be able to further assistThank you
Final Consumer Response /* (4200, 13, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You don't even know your own game, what i'm asking has nothing to do with events, it is a mission that is not limited by time or events, if you even logged into your game one time you would know thatAnother canned response!

Initial Business Response /* (1000, 5, 2015/11/17) */
Thank you for your patience as we looked into this issueWe were able to locate the player's ticket: XXXXXXX where they expressed that they may not have received a bundle purchaseThe player was directed to contact Google Wallet to seek
additional information and assistance
Our records indicate that the player's Google Wallet purchase: GPA.XXXX-XXXX-XXXX-XXXXX was successfully refunded with the following message from Google Wallet:
Nov 1:PM Refunded
Google processed your request and applied a refund of $to this order
Nov 1:PM Refunding
A refund of $was initiated on this orderReason: Customer request to cancel
We apologize for any inconvenience that may have occurredShould the player have any additional questions, we'd like to kindly ask that they send in a ticket through their contact support button so that a game agent will be able to assist them further
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It says I was contacted to seek additional assistance from Google walletI was never contactedI called my bank to dispute the transaction they gave me a direct number to Google wallet where they have me my refundHad I not contacted my bank it would've gone unresolved like a previous issue I hadSame thingThey emailed me back twice asking for screensshots of my receipts which I sent and they never respondedTheir customer service is very unprofessionalAs far as I'm concerned they still owe me from that problem
Final Business Response /* (4000, 9, 2015/11/24) */
Thank you for your report backOur systems show that on November 8th with a timestamp of "Nov XX XX:XX" an agent sent a message back to the player on ticket XXXXXXX which originated from the email address: ***@gmail.com
"Thank you for contacting War of Nations Support
Our records indicate you have recently submitted multiple tickets into support on the same issueFor efficiency, and to expedite our reply process, we have merged all tickets into one, and will address all concerns here
I'm sorry to hear that you're having trouble with your in-app purchase, however these particular issues are all managed by Google Wallet(as we have limited access to Google Wallet records)
To resolve this issues, please contact them directly to inquire about your situationPlease visit: http://support.google.com/wallet/?hl=en and click on "Troubleshoot Issues"
If you have any further questions, please let us know - we will be happy to assist you."
Our systems show that this response was sent back to the player correctly on our sideWe would like to kindly suggest that spam mail folders be checked in case our reply was directed thereAs no additional follow ups or questions were received from the player following this reply, the case was deemed closed via our ticketing system
As the amount has been refunded in full, we are not able to offer any further credits

Initial Business Response /* (1000, 5, 2015/11/17) */
Thank you for your report and patience as we looked into this caseWe were able to locate the player's ticket: XXXXXXX where they stated:
"So, I bought some Diplomats and messed up while I was merging them and accidentally made him 25/I
was wonder that since they were bought with real money, that I could get those three Diplomats that I wasted replaced with three 25/25'sI already dismissed the one I messed up onIf you guys are able to give me those three back as 25/25's I'd really appreciate itI attached a screen shot of the comm I messed up on as proof I had himIf you need the order receipt from Google play I can provide that in another email."
An agent responded on 11/12:
"Our apologies for any inconvenience but if a Commander was accidentally merged, absorbed or dismissed, we are unable to reverse that action
If you have any further questions, please let us know - we will be happy to assist you."
As the commanders were merged/dismissed in this case, we are not able to reverse the player's actionShould the player have any additional questions or concerns, we'd like to kindly ask that they write in through the in game "contact support" button so that a game agent can assist them further

Initial Business Response /* (1000, 5, 2015/10/26) */
Thank you for contacting usWe have investigated this case and found that the most recent ticket (XXXXXXX) received from the player was answered on October 19th regarding maintenance times for War of Nations and stuck troopsThe reply given
was as follows:
"Thank you for contacting War of Nations support
As you know by now, the servers have returned back online, and again we appreciate your patience while we worked behind the scenes to bring you the new feature, Alliance BaseCommanders will have noticed by now that some expenditures have been refunded shortly before the maintenanceWe have now since credited everybody for this inconvenience
Please also note that we have since resolved the issue with troops/units getting stuck over player's Command Center
We also have credited a maintenance bundle pack for the inconvenience due to the downtime
Thank you for your continued patience and understanding on this matter."
At this time no additional tickets have been received by support from the player following ticket XXXXXXXShould the player have any additional concerns or is experiencing a new issue, we'd like to kindly ask that they write in a new ticket through the in game support button so that we can continue to assist
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your quick responseThere are a few issues that I have with your response1) It's a canned message that I am sure you sent out to everybody2) What was this "maintenance bundle pack" called? I do not remember seeing anything by that name, or hear anybody even mention it3) My troops are still in the same place they were we I first created the ticketThe units are not stuck over a players command center, they are stuck over a NPC's command centerThe actions I have done to attempt to correct this is as follows: uninstalled your application; restarted my phone (as in power off, then back on); re-installed your applicationYet the problem remainsThe issue this is causing is that because I have all sets of troops deployed, I cannot send anymore out, thus making the outpost worthlessWhen it gets attacked, if I was to send troops of commanders to it, I would not be able to retrieve themWhich is why I requested the resolution I did, if I cannot utilize items I paid for
Final Business Response /* (4000, 9, 2015/10/30) */
Thank you for the reportWe will continue to look into and research this case and respond with an update within hoursThank you for your patience
Final Consumer Response /* (4200, 11, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for having somebody look into itIt is rather frustrating when being attacking at those outposts that I can do nothing about itNor can I make units there and them move them to another outpost

Initial Business Response /* (1000, 5, 2016/02/03) */
Thank you for your reportWe were able to find the player's ticket XXXXXXX in our systemsOur records show that it was answered 02/with the following message:
"Thank you for contacting Modern War Support
I apologize for any
inconvenience caused and delay in response to your mailPlease note that Falcon Supersonic Jet stackable issue is now fixedPlease note that Falcon Supersonic Jet will now stack with Covert Jet FighterWe are unable to credit energy packs in this situationI will pass *** information to our developers and these type of issues will be taken care in futureWe appreciate your continued patience."
We apologize for any confusion which occurred in addressing the player's concern on the Falcon SupersonicThe issue with the item in question has been fixed and now functions properly
If the player has any additional questions or concerns we'd like to kindly ask that they write in through the in game "contact support" button so that an agent will be able to continue to assist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, *** ***