Gazillion Entertainment

Initial Business Response / [redacted] (1000, 15, 2016/01/21) */ As standard protocol, the issue described in the ticket was filed as a bug and sent to the developers for investigation and reviewIt also clearly states that Customer Support does not provide updates on bug issues The ticket was then escalated to the CS Lead who offered the customer compensation in the form of one (1) Experience BoostThis response was sent on May 28th, and no response has been received back from the customer Initial Consumer Rebuttal / [redacted] (2000, 17, 2016/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 22, 2016/02/01) */ If the customer would like the compensation offered to him, he must simply reply to the ticket in which the compensation was offered (Ticket XXXX-XXXXXXX) and we can resolve the issue

Initial Business Response / [redacted] (1000, 7, 2015/10/09) */ Your account was banned on November 11th, for hate speechThe account will remain banned

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Greetings [redacted] Gazillion Entertainment (http://gazillion.com/) is a publisher of online MMO games, Marvel Heroes and Super Hero Squad OnlineWe do NOT manufacture any bubble toys, nor do we have any affiliation with Gazillion Bubbles You will want to contact Funrise Toys, the manufacturer of the Gazillion Tornado Bubble Machine, for assistance on this matterYou can find their contact information at the following link: http://www.funrise.com/contactus/default.aspx

When all Marvel Heroes accounts are created, the player/customer must agree to our Terms of ServiceIf the player does not agree to the Terms of Service, it is not possible to create the account.The creator of the account in question agreed to the Terms of ServiceIt clearly states in Part 1, Section "You shall not share your Accounts with anyone or allow anyone else other than you to access or use your Accounts, other than your parent(s) or guardian(s) who have rights to access and manage your Account if you are a Minor.Joint or shared ownership or use of an Account by more than one individual natural person is prohibited, other than parent(s) or guardian(s) who have rights to access and manage your Account if you are a MinorSelling or renting access to another person to your Account for the purposes of allowing them access to the Gazillion System is prohibitedAccess to the Gazillion System is intended solely for the purposes of entertainment by individual natural persons, and not for purposes of corporate, business, commercial, or income-seeking activitiesCorporations, associations, partnerships, joint ventures, limited liability companies, artificial persons, and other businesses or other entities which are not a single, individual natural person, are not eligible to establish Accounts or to access the System, nor is anyone who is acting for, on behalf of, or in the course of the business of, any such artificial person or entity."It also states in Part Section "You may not transfer, sell or auction, or offer to transfer, sell or auction, or buy or accept any offer to transfer, sell, or auction, any Gazillion AccountThe buying, selling, auctioning of Gazillion Accounts whether through online auctions (for example through eBay), newsgroups or postings on message boards, or through a third-party broker service, and/or any offer or attempt to do so, constitutes a violation of this Terms of ServiceThe sale of Game Accounts and/or game items is subject to the applicable EULA."As stated in the ticket replies, the account of the deceased will not be transferredThe Terms of Service were agreed upon at the time of account creation

Initial Business Response / [redacted] (1000, 7, 2015/10/09) */ Your primary account was banned for selling the account, which is a violation of the Terms of Service which were agreed upon at the time of account creationYou have also admitted to selling the account here and in your appeals e-mails The alternate account was banned because we cannot ensure that you will NOT attempt to sell the account again The account will remain banned and no refunds will be provided for either accounts Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi It is a shame it has had to come to thisBut I do not buy your argumentLets look at the facts shall we A marvel heroes account like the one I just tailored cost A LOT over £that account would not sell for that price on the sites that sell accountsI would MAKE A LOSS a substantial one at that The ultimate account I sold was for £i was desperate and needed money I told you it was a mistake and I was the one who informed Gazillion about it! Last and not least IF I am seen as someone who will sell any account then why did you not ban me the first time I used my debit card on account?? eh?? ^^ This is why when my bank gets in touch I will get all the transactions backIf I am indeed seen as such a security risk like you say that I will sell ranked up accounts why oh why did you let me just keep spending I dont want account back nowbut I do want my money back and the bank will be touch very soon to do just that What you have done is illegal and your explanation is nonsenseas I have saidNOWHERE IN YOUR T&CS AND EULA DOES IT STATE THE INDIVIDUAL IS BANNED FOR ETERNITY IF BROKEN ANY OF YOUR RULES Again another reason the bank is happy to get involvedbottom line you guys have made a huge mistake here Im not looking for refund on all previous accountsJust Kiiljoy oneThe account I tailored to mines and my sons taste I will be including this reply with paper work for bank, thank you for this Final Consumer Response / [redacted] (2000, 11, 2015/10/12) */ This case can be closed nowI have the reply I needed To Gazillion - my final fairwell, To try and taint me as someone who actively sells accounts is a mistakeMy bank has the evidence from my bank accounts to state this is definitely not the case or happening You cannot just act as judge, jury and executionerYour argument is flawed and you have provided none just reason for robbing me of the service I paid for, max account that and on top of your unethical practices in this case leaves me confident when bank gets in touch you will have little matter in the funds being returned also I helped this game hugely in its first yearsthank you for your inconsiderate stance in this caseshows your true colors as a company

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ The reason why [redacted] has not received a response is because there is no update to provide at this timeWhile we would like to resolve issues as quickly as possible, the issue of item restoration, even for two (2) items, requires more timeIt involves more teams besides Customer Support that have to go through login dataAgain, we will reach out to players when there is an update to provideWe greatly appreciate your patience

Initial Business Response /* (1000, 7, 2015/10/09) */
Your account was banned on November 11th, for hate speechThe account will remain banned

Initial Business Response /* (1000, 15, 2016/01/21) */
When submitting an appeals to ***@marvelheroes.com, it clearly states that it is not guaranteed that one will receive a reply nor that any further action will be taken on the account
This customer has harassed players and even stated
that he hopes one of them gets "stalked to death." This type of behavior is unacceptable and we will not be opening this account for any reason
Initial Consumer Rebuttal /* (3000, 17, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response because the things you're claiming about me, never took placeI never harassed anyone, and I certainly don't wish anyone gets "stalked to death"I have no idea where your CS department gets their information from, but it's frankly not reflecting very good on you to be so quick to believe everything anyone tells you
I'm aware there's no guarantee to receive a replyBut if you think I accept that I get called a sex offender without A SINGLE WORD of evidence in the email, only to have to wait months to find out a first inklink of info through a third party website and then confirm my suspicions that whatever info you have is forged/faulty, you're wrongI don't accept it at all
I would still appreciate some honest communication about this matter so everything can be set right

Initial Business Response /* (1000, 7, 2015/06/01) */
After looking into our systems for any account with the e-mail address provided, we were unable to locate any account with an active *** subscription
I sent an e-mail asking for more information in order to locate the account, such as
transaction #, other e-mail addresses, etc, but was still unable to locate the account in question
The last correspondence was sent to the customer on 5/13/at 6:PM asking for confirmation of the Squad Name (Frost Bio Gnat) associated with the account as it seemed to match some of the information provided
If the customer is able to confirm that this is the Squad Name associated with the account that is being charged, we will be able to assist and reimburse the customer (again, pending confirmation)

Initial Business Response /* (1000, 5, 2015/11/09) */
The reason why *** has not received a response is because there is no update to provide at this timeWhile we would like to resolve issues as quickly as possible, the issue of item restoration, even for two (2) items, requires more timeIt
involves more teams besides Customer Support that have to go through login dataAgain, we will reach out to players when there is an update to provideWe greatly appreciate your patience

Initial Business Response /* (1000, 13, 2015/08/06) */
As stated in the Terms of Service Conduct, "You may not harass other players or Gazillion staff, including by way of example, but not limited to, threats, stalking or abuse of others"
In your appeals e-mail you made a threat of legal
action, which is a violation of our ToS, which you agreed upon in creating the account
Your account will not be unbannedSince your G bundle purchases were made via Steam, you would need to contact Steam Support if you would like to pursue a refund
Initial Consumer Rebuttal /* (3000, 15, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry, but discussing legal action is not a THREAT or harassmentWhat a silly way of using a loophole that doesn't even applyI would be interested to see what an arbitrator thinks about thisIf discussing legal action is against the ToS than I wonder why I have seen countless forum posts, which are public mind you, go untouched discussing the same subject matter? I am disappointed, but not surprised, judging by the other complaints on here and across the internetSo no, I do not accept this response, because a ban stemming a simple discussion is not right, and the shaky legal ground this company is standing on with their ToS is thin as paper
Furthermore, the advanced pack purchase was NOT made via SteamThis was purchased on the Marvel Heroes website and I have not received all the goods that were purchased in that packI should be refunded the other packs as well, which total hundreds of dollars that I will never have access to, however at the very least the goods I didn't even have a chance to partake in should be refunded/prorated
Final Business Response /* (4000, 23, 2015/08/14) */
As stated previously, if you want a refund for your G bundle purchases that were made through STEAM, you will have to go through STEAM
We do not have access to their billing system as it is separate from our own
Final Consumer Response /* (2000, 25, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wish there was an option to choose for "mixed feelings" on the proposed resolutionWhile I still believe the account closure was wrong and nothing that happened was against the ToS, Gazillion was helpful in providing refunds that they could from the last year (over a year they can't refund) and I call that somewhat of a compromise

Initial Business Response /* (1000, 5, 2015/10/12) */
In order to better research the account, I would need some form of identification related to the accountPlease provide either the login name, Squad/Public Name, or e-mail address associated with the account in question
Customer Support can
ALSO be contacted by e-mailing ***@heroup.com
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account login name: ***
Email associated with acct: ***@yahoo.com
Note:(I was not sure if I was supposed to click Yes or No to accept response in order to give additional information so I just clicked No)
Final Business Response /* (4000, 32, 2015/12/04) */
This customer will need to e-mail support (***@heroup.com) so we can get the necessary files (DxDiag) to ensure that the computer is compatible
Final Consumer Response /* (4200, 34, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Emailed support, provided them with the necessary files (DxDiag) and they suggested I update my driversDid that and still didn't workThen they suggested I uninstall Local Game Files, but guess what? Microsoft Edge can't run the app necessary to remove the filesOh yea, neither can ChromeI will forward the screenshots to the company but I bet their answer will be to download an outdated, less secure browser such as Internet ExplorerSheeshJust awfulA full refund would be better at this pointMy son has far from lost his desire to continue being disappointedI think it's time Gazillion tried hiring new developers

Initial Business Response /* (1000, 5, 2016/01/07) */
Greetings ***Gazillion Entertainment (http://gazillion.com/) is a publisher of online MMO games, Marvel Heroes and Super Hero Squad OnlineWe do NOT manufacture any bubble toys, nor do we have any affiliation with Gazillion
Bubbles
You will want to contact Funrise Toys, the manufacturer of the Gazillion Tornado Bubble Machine, for assistance on this matterYou can find their contact information at the following link: http://www.funrise.com/contactus/default.aspx

When all Marvel Heroes accounts are created, the player/customer must agree to our Terms of ServiceIf the player does not agree to the Terms of Service, it is not possible to create the account.The creator of the account in question agreed to the Terms of ServiceIt clearly states in Part 1,
Section "You shall not share your Accounts with anyone or allow anyone else other than you to access or use your Accounts, other than your parent(s) or guardian(s) who have rights to access and manage your Account if you are a Minor.Joint or shared ownership or use of an Account by more than one individual natural person is prohibited, other than parent(s) or guardian(s) who have rights to access and manage your Account if you are a MinorSelling or renting access to another person to your Account for the purposes of allowing them access to the Gazillion System is prohibitedAccess to the Gazillion System is intended solely for the purposes of entertainment by individual natural persons, and not for purposes of corporate, business, commercial, or income-seeking activitiesCorporations, associations, partnerships, joint ventures, limited liability companies, artificial persons, and other businesses or other entities which are not a single, individual natural person, are not eligible to establish Accounts or to access the System, nor is anyone who is acting for, on behalf of, or in the course of the business of, any such artificial person or entity."It also states in Part Section "You may not transfer, sell or auction, or offer to transfer, sell or auction, or buy or accept any offer to transfer, sell, or auction, any Gazillion AccountThe buying, selling, auctioning of Gazillion Accounts whether through online auctions (for example through eBay), newsgroups or postings on message boards, or through a third-party broker service, and/or any offer or attempt to do so, constitutes a violation of this Terms of ServiceThe sale of Game Accounts and/or game items is subject to the applicable EULA."As stated in the ticket replies, the account of the deceased will not be transferredThe Terms of Service were agreed upon at the time of account creation

Initial Business Response /* (1000, 7, 2015/10/09) */
Your primary account was banned for selling the account, which is a violation of the Terms of Service which were agreed upon at the time of account creationYou have also admitted to selling the account here and in your appeals e-mails
The
alternate account was banned because we cannot ensure that you will NOT attempt to sell the account again
The account will remain banned and no refunds will be provided for either accounts
Initial Consumer Rebuttal /* (3000, 9, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi
It is a shame it has had to come to thisBut I do not buy your argumentLets look at the facts shall we
A marvel heroes account like the one I just tailored cost A LOT over £that account would not sell for that price on the sites that sell accountsI would MAKE A LOSS a substantial one at that
The ultimate account I sold was for £i was desperate and needed money I told you it was a mistake and I was the one who informed Gazillion about it!
Last and not least IF I am seen as someone who will sell any account then why did you not ban me the first time I used my debit card on account?? eh??
^^ This is why when my bank gets in touch I will get all the transactions backIf I am indeed seen as such a security risk like you say that I will sell ranked up accounts why oh why did you let me just keep spending
I dont want account back nowbut I do want my money back and the bank will be touch very soon to do just that
What you have done is illegal and your explanation is nonsenseas I have saidNOWHERE IN YOUR T&CS AND EULA DOES IT STATE THE INDIVIDUAL IS BANNED FOR ETERNITY IF BROKEN ANY OF YOUR RULES
Again another reason the bank is happy to get involvedbottom line you guys have made a huge mistake here
Im not looking for refund on all previous accountsJust Kiiljoy oneThe account I tailored to mines and my sons taste
I will be including this reply with paper work for bank, thank you for this
Final Consumer Response /* (2000, 11, 2015/10/12) */
This case can be closed nowI have the reply I needed
To Gazillion - my final fairwell,
To try and taint me as someone who actively sells accounts is a mistakeMy bank has the evidence from my bank accounts to state this is definitely not the case or happening
You cannot just act as judge, jury and executionerYour argument is flawed and you have provided none just reason for robbing me of the service I paid for, max account
that and on top of your unethical practices in this case leaves me confident when bank gets in touch you will have little matter in the funds being returned
also I helped this game hugely in its first yearsthank you for your inconsiderate stance in this caseshows your true colors as a company

When all Marvel Heroes accounts are created, the player/customer must agree to our Terms of Service. If the player does not agree to the Terms of Service, it is not possible to create the account.The creator of the account in question agreed to the Terms of Service. It clearly states in Part 1,...

Section 1.1 "You shall not share your Accounts with anyone or allow anyone else other than you to access or use your Accounts, other than your parent(s) or guardian(s) who have rights to access and manage your Account if you are a Minor.Joint or shared ownership or use of an Account by more than one individual natural person is prohibited, other than parent(s) or guardian(s) who have rights to access and manage your Account if you are a Minor. Selling or renting access to another person to your Account for the purposes of allowing them access to the Gazillion System is prohibited. Access to the Gazillion System is intended solely for the purposes of entertainment by individual natural persons, and not for purposes of corporate, business, commercial, or income-seeking activities. Corporations, associations, partnerships, joint ventures, limited liability companies, artificial persons, and other businesses or other entities which are not a single, individual natural person, are not eligible to establish Accounts or to access the System, nor is anyone who is acting for, on behalf of, or in the course of the business of, any such artificial person or entity."It also states in Part 1 Section 1.5 "You may not transfer, sell or auction, or offer to transfer, sell or auction, or buy or accept any offer to transfer, sell, or auction, any Gazillion Account. The buying, selling, auctioning of Gazillion Accounts whether through online auctions (for example through eBay), newsgroups or postings on message boards, or through a third-party broker service, and/or any offer or attempt to do so, constitutes a violation of this Terms of Service. The sale of Game Accounts and/or game items is subject to the applicable EULA."As stated in the ticket replies, the account of the deceased will not be transferred. The Terms of Service were agreed upon at the time of account creation.

Initial Business Response /* (1000, 15, 2016/01/21) */
As standard protocol, the issue described in the ticket was filed as a bug and sent to the developers for investigation and review. It also clearly states that Customer Support does not provide updates on bug issues.
The ticket was then...

escalated to the CS Lead who offered the customer compensation in the form of one (1) Experience Boost. This response was sent on May 28th, 2015 and no response has been received back from the customer.
Initial Consumer Rebuttal /* (2000, 17, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 22, 2016/02/01) */
If the customer would like the compensation offered to him, he must simply reply to the ticket in which the compensation was offered (Ticket XXXX-XXXXXXX) and we can resolve the issue.

Initial Business Response /* (1000, 5, 2016/01/07) */
Greetings [redacted]. Gazillion Entertainment (http://gazillion.com/) is a publisher of online MMO games, Marvel Heroes 2015 and Super Hero Squad Online. We do NOT manufacture any bubble toys, nor do we have any affiliation with Gazillion...

Bubbles.
You will want to contact Funrise Toys, the manufacturer of the Gazillion Tornado Bubble Machine, for assistance on this matter. You can find their contact information at the following link: http://www.funrise.com/contactus/default.aspx

Initial Business Response /* (1000, 7, 2015/10/09) */
Your primary account was banned for selling the account, which is a violation of the Terms of Service which were agreed upon at the time of account creation. You have also admitted to selling the account here and in your appeals e-mails.
The...

alternate account was banned because we cannot ensure that you will NOT attempt to sell the account again.
The account will remain banned and no refunds will be provided for either accounts.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi
It is a shame it has had to come to this. But I do not buy your argument. Lets look at the facts shall we.
1. A marvel heroes account like the one I just tailored cost A LOT over £800. that account would not sell for that price on the sites that sell accounts. I would MAKE A LOSS a substantial one at that.
2. The ultimate account I sold was for £460 I was desperate and needed money I told you it was a mistake and I was the one who informed Gazillion about it!
Last and not least IF I am seen as someone who will sell any account then why did you not ban me the first time I used my debit card on account?? eh??
^^ This is why when my bank gets in touch I will get all the transactions back. If I am indeed seen as such a security risk like you say that I will sell ranked up accounts why oh why did you let me just keep spending.....
I dont want account back now. but I do want my money back and the bank will be touch very soon to do just that.
What you have done is illegal and your explanation is nonsense. as I have said. NOWHERE IN YOUR T&CS AND EULA DOES IT STATE THE INDIVIDUAL IS BANNED FOR ETERNITY IF BROKEN ANY OF YOUR RULES.
Again another reason the bank is happy to get involved. bottom line you guys have made a huge mistake here.
Im not looking for refund on all previous accounts. Just Kiiljoy one. The account I tailored to mines and my sons taste.
I will be including this reply with paper work for bank, thank you for this.
Final Consumer Response /* (2000, 11, 2015/10/12) */
This case can be closed now. I have the reply I needed.
To Gazillion - my final fairwell,
To try and taint me as someone who actively sells accounts is a mistake. My bank has the evidence from my bank accounts to state this is definitely not the case or happening.
You cannot just act as judge, jury and executioner. Your argument is flawed and you have provided none just reason for robbing me of the service I paid for, max account.
that and on top of your unethical practices in this case leaves me confident when bank gets in touch you will have little matter in the funds being returned.
also I helped this game hugely in its first 2 years. thank you for your inconsiderate stance in this case. shows your true colors as a company.

Initial Business Response /* (1000, 7, 2015/10/09) */
Your account was banned on November 11th, 2013 for hate speech. The account will remain banned