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En Masse Entertainment Inc

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Reviews En Masse Entertainment Inc

En Masse Entertainment Inc Reviews (21)

This issue has been resolved Thank you

We received a communication from the Police Department in the jurisdiction of *** *** regarding fraudulent charges made to his/her credit card, and we responded immediately letting them know we would be happy to refund any charges that came throughWe also advised that the card number be
cancelled, as the card number had been compromised and used fraudulently to make purchases from us. We were unable to fund any completed purchases under the name *** ***, and requested the full cancelled card number so that we could use that to locate and refund any charges that were made to itWe have not yet received that full card number, but as soon as we receive that information, we will ensure that all charges to the card are promptly refunded

Complaint: ***I am rejecting this response because:
Their terms of service do not include the rules of conduct that they have provided to you and the beginning of such says guidelines which they say they can change whenever the like to and check back often to see if they have done so When you sign in to the game in the very beginning the only thing they have you "sign" is a ToS which I am including the link here for you to see what I have read If you read their Rules of Conduct they use vulgar words calling people ***'s and that certain people suck I have no need to read this kind of language directed at anyone at any time
Link to their ToS which we have to accept/sign when we play the game:
http://tera.enmasse.com/legal/terms-of-serviceSincerely,*** ***

Payments were deducted from the customer's account after a recurring subscription was set up by her grandsonSubscriptions such as this can be cancelled at any time on the En Masse website by following the steps listed in this FAQ -
http://support.enmasse.com/tera/how-do-i-change-or-cancel-my-elite-subscription.... can also cancel the subscription for the customer if we are contacted via the ticketing system on our website (http://support.enmasse.com/)If a customer is not able to log in to access the ticketing system, he or she can send an email to [email protected] for assistance.After receiving this complaint, I contacted the customer via email and offered to cancel the recurring subscriptionOnce the customer provided the email address on the account, I cancelled the subscription and refunded the last two subscription charges

En Masse Entertainment began live service for Alliance of Valiant Arms (AVA) on August 18, after acquiring the publishing rights from Red Duck, IncAeria Games ended their live service for AVA on August 16, 2016.Players who previously had characters associated with an Aeria Games account were
able to transfer those characters to an En Masse account between August 25, and October 31, This was done through a migration website that required support by En Masse and Aeria GamesIt was stated before the migration period that character transfers would no longer be available after October 31, 2016.The customer first contacted us to have his character transferred on November 11, which was after the migration period endedSince the migration website was disabled, we did not have the ability to transfer the characterWe also would have no way to refund his purchases since they were made with a separate company (Aeria Games) during the time the customer used their service.After the customer contacted us, we developed a tool that would allow us to transfer characters without the migration websiteI replied to the customer's ticket on November 30, and we are currently in the process of migrating his character.We are happy to provide additional support with this issue as needed

The user received a suspension of access to our service due to violations of our terms of service and rules of conductThe case was reviewed by more than one person, including a manager, to ensure our findings were correct. En Masse Entertainment can only share information on an account,
or any actions taken against an account, with the authorized user of that accountFor that reason, we are not able to provide this user with any information pertaining to another user's account in this case
En Masse Entertainment must enforce our rules of conduct equally, and as such, cannot take a particular user's medical history into account when investigation a rules violationAdditionally, the sexual orientation of a user plays absolutely no roll whatsoever in our enforcement of the rules of conduct in our online services

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, *** ***

The TERA rules of conduct, located at http://tera.enmasse.com/legal/rules-of-conduct, state that real money solicitations (purchasing gold, items, or other services from outside the game) are not permittedHaving reviewed the account that sent the day Elite Status voucher, I can confirm that it
is in fact one of the fraudulent services that uses stolen credit cards to make their purchases, which they then sell to other players for real-world moneyThe persons involved in these illegal operations may speak clear English and seem completely legitimate, however all users of En Masse services should be aware that purchasing anything for use in the game using real money from anyone other than En Masse is a breach of our terms of useEven when concerning fraudulent sellers however, we cannot disclose any specific information on the account to anyone other than the account holderI can state, however, that we take action to block all such users from our service, and immediately and permanently close any accounts that are found to be engaged in the illegal activity.Because this is such a serious issue (fraudulent use of credit cards being an actual crime), we do have to take action against anyone who participates in such a transactionFor first offenses we apply a days suspension to any game accounts used by the purchaser, and we remove the item that was purchasedWe strongly recommend that users who made a purchase from one of these fraudulent sellers immediately file a charge-back with their bank for the purchase amountAlso, if a card number was provided to complete the transaction, we recommend cancelling that card and getting a new number from the bank, as the fraudulent sellers now have the card information of the unsuspecting purchaser

Complaint: ***I am rejecting this response because:By violating your Terms of Service, I indeed accept the response of not reopening my accounts with your serviceHowever, you have provided information to the Revdex.com in regards to your payment systemsWhen a user makes a FIRST TIME purchase, you require all credit card information to be entered into the accountIf you had read the complaint correctly and accurately, you have seen that I mentioned that you do in fact SAVE payment methodsThe SAVED payment methods can be completed without the use of the digit CVC code, otherwise I would not have incurred fraudulent charges on my credit cardThe image you sent was showing you registering your card for a first time purchase through the *** payment portal, whom I have already spoken to regarding the fraudulent activityMy credit card was not linked to my *** account, and according to *** bank, the payments were made using a mobile device and did not require a CVC code, which means that in fact it was your payment system that did not request it. Taking around hours to respond to a ticket that was under your websites selection of "Their are unauthorized charges on my statement", is highly unacceptableHad I waited the full duration it took you to respond, with this criminal attempting charge, after charge, after charge on my credit card, my Visa would have been completely wiped outI do not doubt you would have removed it had I requested it, but that is an option that users who are providing payment information should be freely able to remove and add as they see fit, again, hassle free and without fear of it being compromisedIn online world, company's are experiencing data breaches at an all time high, and all it takes is a user name and password for an EnMasse account and that person can go wild spending on their credit card within the EnMasse storeTo put one's intangible object's in jeopardy, such as an online gaming character, is of no significant importance in the real world, and therefore there was nothing to jeopardize, but by you not offering your customers the ability to freely removed SAVED payment methods at their own discretion, you are the ones who in fact put them in a great deal of jeopardy, not only for those who transfer ownership of their accounts, but also from individuals who would hack into their accountMultiple individuals in your game suffer from credit card fraud, by other players who access their accounts without permission and utilize their credit card, I am definitely not the first victim of EnMasses's faulty payment system.Now, please allow me to discuss your information regarding my live chat session as I have the chat session transcript available to me right nowFirst and foremost, I paid for an Elite subscription, because it is the ONLY way to access a live representative with EnMasse entertainmentLess than hours after purchasing it, I contacted Live Support and was NOT provided the information I neededIn fact the conversation ended like this :05:55:+0000] Travis "** ***"The account was soldI'm not able to grant access to any of the closed accounts due to this Terms of Service violationIf there's anything else I can help with, please let me knowOtherwise, I'll need to disconnect the chat[18:00:+0000] *** I need to know how to contact someone, via telephone, to file a complaintYour company allowed someone to fraudulently use my credit card and did not offer me the ability to remove a saved payment method.[19:42:+0000]Chat closed by Travis "** *** was my user nickname in this conversationAnd as you can see, when I asked for contact information on how to file a complaint, I was cut off immediatelyALSO, EnMasse removed my Elite status which I had gotten less than earlier (An elite status membership is active for days), so that I could no longer access live chatSo, by ending my chat prematurely, and removing an option that I purchased strictly to receive live support, I am now forced to wait up to or longer hours for any further questions or issues.By removing my elite status, strictly to disable me from using the Live Chat feature (As the accounts were no longer accessible, this was the only benefit of having it) you have voluntarily stolen a benefit for which I paid forWhether it was bought with in-game currency or not, disabling my Elite Status proved one point after the accounts were no longer active, and that was to no longer allow me access to customer supportThis is theft at most, for the time and effort it took me to get Elite status just to contact your customer support was beyond reasonable, and it is absolutely poor business ethics at least.So please, re-evaluate your response to the Revdex.com, save a payment method through the EnMasse payment portal and then try to make a purchase and you will see a CVC code is not required after the first purchase, and find a way to compensate me for your terrible business practices, theft of my Elite Status used to Contact Live Support (Which had over days remaining), and fix your payment systems as requested.Sincerely,*** ***

We do not offer telephone support, and this should have been explained when the user requested a contact numberThe support staff will be reminded of thisWe strive to answer tickets as quickly as possible, and a hour response window is well within the industry standardThe ability to use the live chat support is reserved for active Elite and Founder status accountsWhen an account is closed due to violating the terms of service, access to the live support chat is also removed and correspondence with us must be conducted through our email ticketing systemHad the user purchased the Elite Status using a credit card or *** we would certainly refund thepurchase amountAs the user obtained Elite Status through a voucher in the game, there is nothing for us to refund, as it would involve granting an item in the game that the user no longer has access to.When a new card is entered into the payment page, the three digit security number is requiredWhen selecting to use a saved card for a purchase, the security number is not required, as it has already been provided by the account holder, who is understood to be the only person accessing the account (as allowing another to access it would be in violation of the terms of service)At any time an account holder may request that we remove the saved billing information from the account, and we will happily do soWe received no such request from the userThe suggestion to provide account holders the ability to remove their own billing information will be taken under advisement, however it will not impact our decision regarding the situation being discussed hereOur stance is that by granting access to their TERA account to another person (in violation of the terms of service), without first requesting that their saved billing information be removed, the user put their own card information in jeopardyOur decision to block the user’s access to our service will stand, and we find that no compensation is warranted in this case

Customer contacted En Masse on April 29, 2016 through our online support ticket system (http://support.enmasse.com/tera). He requested to change the email on his account because he no longer had access to the original email.We replied to that ticket on May 2, 2016 asking for verification of account...

ownership. We require verification of ownership before making any changes to account information (such as the email address).On May 8, the customer submitted a new ticket to provide proof of account ownership. On May 10, a customer support representative changed the email on the customer's account as requested.

The terms of service, located at http://www.enmasse.com/legal/terms-of-service, clearly states that an account is for the use of only the account creator, and may not be transferred._ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _1....

Ownership and Grant of UseThe entire contents of the Service, including without limitation all information, material, trademarks, software, video, photographs, graphics, text, music and sound, are owned or licensed by En Masse under applicable laws. En Masse owns rights in the selection, coordination, arrangement and enhancement of such content.You may not transmit, participate in the transfer or sale, create derivative works from, modify, publish, or in any way exploit, any of the content contained in the Service (including, without limitation, any content that our Service enables you to download) without the express written permission of En Masse and any other applicable owner. In the event of any permitted copying, redistribution or publication of any content, no changes in or deletion of any author attribution, trademark, or copyright notice may be made. The downloading of content from the Service is allowed by you only for your personal use.You acknowledge that En Masse and/or third-party content providers remain the owners of all content contained in the Service, and that you do not acquire any ownership rights by downloading, using or paying fees to acquire licenses to use any content.As long as you comply with this Terms of Service and it has not been terminated, En Masse grants you a personal, non-commercial, non-exclusive, non-transferable, limited right to enter, use, perform and display our Service and its contents.3. EligibilityIf you are between the ages of thirteen (13) and eighteen (18), your parent or guardian must complete the registration process, in which case such parent or guardian will take full responsibility for all obligations under this Terms of Service. You represent that you are at least eighteen (18) years of age and are either accepting this Terms of Service on behalf of yourself or on behalf of your minor child. You may not transfer, sell, or share your Account with anyone, unless you are a parent or guardian, in which case you may permit your minor child to use the Account. You are liable for all activities conducted through the Account._ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _When a user enters their credit card to make a purchase, we do require the entry of the three digit security number on the back of the card (see attached image). We did not receive any request from the creator of the TERA account to remove his saved card information, which we absolutely will do at the request of any user. By transferring access to the account to another user, in violation of the terms of service, the user put his own account information in jeopardy. In the live chat session we conducted with this user, the representative provided all of this information, and after doing so, stated that if there were not any further questions on a different subject, that the chat would need to be ended. The user's initial email to us was responded to in under 48 hours, and the user responded by saying he was not interested in a refund or restoration of access to the accounts.As the accounts were closed due to violating the terms of use, access to the accounts will not be restored.

Complaint: [redacted]I am rejecting this response because:
 
The answer given to you by the business is disingenuous.
They did answered my issue through the second ticket; that is true.
BUT
-1) The customer support operator though dealt with the first ticket had locked it so that I could answer it any more and there would not be any survey after that.
-2) I had expressed dissatisfaction, then asked how to complain, in the last 2 replies to survey before that; that had no answer nor effect.
-3) The second ticket referred to had been DELETED, and was only restored and answered to BECAUSE OF and AFTER my complaint through Revdex.com.
 
To summarize:
- The initial issues which led me to this complaint have been resolved.
- The issues with the way the business DOES NOT handled complaints have not.
- The answer given to Revdex.com pretending that they replied to the second ticket is fallacious statement since it had been deleted until restored following this complaint; it would have been left ignored without that.
- There is no visible action taken be the business over survey reviews, therefore they cannot claim as they did here that this is how they would handle complaints.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
The company is currently trying to spin the issue to pretend that they have a working complaint system; which is NOT the case, otherwise I would not have needed to get it through Revdex.com.
 
The initial issue regarding which I needed to complain was resolved after this complaint, but would never have been without this complaint through Revdex.com.
My complaint through Revdex.com requested that the company provide a channel for complaint to customers, which they are clearly in denial about; tickets and feedback are proven unfit to that purpose, and not meant for it.
 
Sincerely,[redacted]

We’ve gone ahead and refunded the purchase from [redacted] and he should see the funds returned within 3-5 business days, depending on the financial institutions involved.

Revdex.com:I am accepting this complaint as closed, but remaining highly unsatisfied with this company, for the following reasons :1) The individual, representing En Masse Entertainment, responsible for reponding to the Revdex.com, has contradicted himself so much in his second response, that it is obvious that he did absolutely no research with my interaction with one of their customer support representatives before his first response, and either lacked the literary skills to understand my initial complaint, or had no knowledge of how his payment system and saved payments method worked, that he blindly responded with incorrect information. Only after ME providing the ending part of my chat transcript with their poorly trainedcustomer service representative, and informing them of FACTUAL information given to me directly from my bank stating that indeed En Masse did not require a credit card CVC (Which they said they did) for the fraudulent purchases made against my credit card. I should not have to "advise" a company to take measures to protect users financial information, any company with any decency should be doing that.2) The company has shown in this complaint, their unprofessionalism and poor buisness ethics by having poorly trained customer service representatives with the audacity to termainte a conversation in the middle of a client's chat who has just been a victim of credit card fraud through their payment system, and then point a finger at such client and blame it on them, when there are no security measures in place for any purchases after your first with this company. The company, or individual responding to my Revdex.com complaints, was unfamiliar with their payment systems as seen in the contradiction in their firstresponse compared to their second. And this company still, at this point, has failed to issue, at the very least, an apology for their customer service representatives rude actions. Only stating they need to "remind" them of their policy. Not to mention, the individual replying to this complaint, did not acknowledge the fact he was incorrect and uninformed in his first response, only stated information based off of my factual responses in regards to the inaccuracy of his initial response.3) I would also like it to be known that I DID in fact leave contact information in my original ticket (before I purchased their "Elite" status forlive support) with my name, contact phone number, and email address in regards to the fraudulent charges. I was not contacted by the company viae-mail or phone. Simply a response from a Customer Service rep that my bank had locked the charges and that my accounts were terminated. They stillat this point, did not offer any assistance to remove the cards. (Please see Ticket Number: [redacted] with En Masse Entertainment)4) And this should be embarrassing. Quite possibly the most publicly humiliating statement a company could make "The ability to use the live chat support is reserved for active Elite and Founder status accounts. When an account is closed due to violating the terms of service, access to the live support chat is also removed and correspondence with us must be conducted through our email ticketing system." This company is publicly saying that if your account is terminated, even in circumstances regarding you being a victim of fraudulent charges with them, they will terminate your right to directly reach a live support representative and force you into their backlogged ticketing system. I hope the Revdex.com seriously looks into this final statement, evaluates how poorly this company handles business, and addresses their rating or review properly. In Conclusion, your company has failed to supply your user(s) with competent and professional customer support, security in financial transactions, and provided initial false information to theRevdex.com, until the user stepped up to provide chat transcripts and factual information from his financial institution. I hope this complaint receives the proper attention from the Revdex.com,  and that this companyis evaluated for a grade reduction due to this incident. I have no further comments regarding this company, nor do I seek any further compensation, as they clearly do not have the capability to provide the general public with a safe, professional atmosphere.Sincerely, [redacted]

Upon investigation it was found that the Elite Status subscription on the account had not been cancelled, which resulted in the charge of $14.99. We received a support ticket on January 24 that we responded to on January 26, letting the customer know we had cancelled the Elite Status and issued a...

refund for the $14.99 charge.

The customer reported that her payment method was used without her authorization to purchase two copies of the game PLAYERUNKNOWN'S BATTLEGROUNDS. These purchases were made on March 31, 2017 via a third party merchant called [redacted].The customer contacted [redacted] to report the unauthorized charges on...

April 10, 2017. However, her request for the charges to be reversed was denied due to insufficient evidence of fraud based on their investigation. Specifically, the charges were believed to be authorized based on successful 3d secure protocol during the transaction.The customer was asked (by [redacted]) to contact her bank to reverse the charges if they were unauthorized. When I contacted the customer on April 25, 2017, she informed me that her bank was able to rectify the issue.I am also working with [redacted] to ensure that issues such as this will be handled better in the future. We are happy to offer further assistance if needed.

We have responded to the customer's concerns to the best of our ability. I (the customer support manager) contacted the customer through the existing complaint ticket as well as a separate email. "The initial issues which led me to this complaint have been resolved."I am glad that we were able to resolve these issues."The issues with the way the business DOES NOT handled complaints have not."We do have a system of reviewing customer feedback and complaints through customer surveys.However, our internal policies on quality assurance and employee training are not public information. The actions we take to improve our support will not always be visible to the customer submitting feedback.We understand the customer is not satisfied with our current system for customer feedback. "The answer given to Revdex.com pretending that they replied to the second ticket is fallacious statement since it had been deleted until restored following this complaint; it would have been left ignored without that."The complaint ticket ([redacted]) was never deleted or locked. It was waiting in our ticket queue for a response when I received the Revdex.com complaint. I then assigned the ticket to myself and responded to the customer's concerns."There is no visible action taken be the business over survey reviews, therefore they cannot claim as they did here that this is how they would handle complaints."As stated previously, our internal review process is done in private. The claim that we do not review customer feedback is unjustified.En Masse considers this matter to be resolved. We are sorry the customer is not satisfied with our feedback review process. We will work towards improving this process in the future.

We value customer feedback regarding our support system and customer support representatives. The normal method for submitting feedback about a support ticket is to fill out the customer survey that is sent via email after a support ticket is closed. These surveys are reviewed by a manager or...

supervisor so that we can improve the support experience.In this case, the customer was unhappy with the support he received from a customer support representative in ticket [redacted]. He submitted a new ticket ([redacted]) requesting to speak to someone else about the unsatisfactory experience and register a complaint against the support representative.Even though the support ticket system is not our normal method for submitting feedback, I responded to this ticket to address the customer's concerns. I also sent a separate email to the customer offering further assistance.We hope that this response is satisfactory, and we will continue to improve our support based on customer feedback.

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Address: 1218 3rd Ave Ste 800, Seattle, Washington, United States, 98101

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