Initial Business Response /* (1000, 15, 2015/09/02) */
Dear ***I looked in our database of tickets and there is not a ticket under your name or e-mail addressIf you have any issues with any particular game, please use the in-game feature to file a ticket with our customer service team so they
may follow up with your specific issue
Thank you
Initial Consumer Rebuttal /* (3000, 17, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've used the in game "customer care" optionIt doesn't create "tickets" and they fail to respond in any timely mannerDespite messages saying otherwise when I submit the problemUsually I'll end up submitting multiple messages on different issues and they'll respond to only one issue and not the othersIf they ever respond
I've wasted too much time and money in this game and due to their failures to respond and updates making it unplayable, I've stopped playing the gameI
Final Business Response /* (1000, 27, 2015/10/06) */
Correction to previous response:
Need more information from the customer as to which game he is complaining about (his name and email did not show up in our customer service database) as well as how much he spent in order to track the incident and determine whether or not it is subject to an exemption to our standard no refund policyUnfortunately, dissatisfaction as to game play and buyer's remorse are not grounds for exemption to our standard no-refund policy
Final Consumer Response /* (3000, 29, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contract Killer Sniper is the game I am referring toI haven't played it in weeks or months now because of how unplayable it wasMy dissatisfaction wasn't with the gameplay originally as I spent money on the game while it was worth it, but the updates made the game lag and full of bugs and impossible to play AFTER I spent a significant amount of money on this gameMy in game name is ***, I don't believe I have an email linked to my accountI have not linked facebook to my account
Dear *** *** ***
Thank you so much for reaching out to us on the Revdex.com. We have looked into your issue and have discussed it with our developers. Your account was flagged for cheating and we banned the account after our developers investigated the issue.
Per the Glu term of
use *** we reserve the right to ban any users that have cheated, and there is no refund for any in-game goods or in-game currency that you have purchased
Have a good day
Best,
Glu Mobile Inc
Complaint: ***I am rejecting this response because:
I am rejecting this response solely because if I do not the case is considered closed, which it is not I will, yet again, wait patiently to hear back further correspondence from Glu. Sincerely,*** ***
Dear *** *** ***
The Terms of Use for our *** & *** game make clear that a player is prohibited from playing the game on multiple devices By doing so, a player's account will be flagged for suspicious activity and may be banned In this instance, we have reviewed and
audited your account. We found that you have played the game on at least devices since the last Revdex.com complaint #***.
Previously, we made a one-time exception to our policy lifted the ban on your account. We are unable to extend that courtesy this time given the continuing violation of our terms of service
Initial Business Response /* (1000, 16, 2015/07/25) */
Getting automated responses since new account is tier 0 but didn't reply to the last automated response (which instructs the player to reply to that message if their issue was not resolved)
Initial Consumer Rebuttal /* (3000, 18,...
2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is obviously Glu trying to throw the blame off them, especially considering it had taken them this long to reply. The emails that they are mentioning were replied to and I never heard back.
We have reached out and investigated your concerns with Crowdstar. Crowdstar has directly responded to you in game or via Crowdstar’s help ticket system.
With regards to the Runway Rally contest that you have mentioned. We did look into this and we have...
confirmed with Crowdstar that the courtesy White Gloves were awarded to your account associated with the email/name.
We have also reviewed your account with Crowdstar and there has been no past or active ban currently placed on your account.
Please follow up with us or Crowdstar if you have a different account where you did not receive the Runway Rally merchandise for month of February.
Complaint: [redacted]I am rejecting this response because: the response is mathematically impossible for two reasons, 1) I was charged 99.99 and 2) if it was a 90% discount, the charge would have been $11. This response only confirms one of two things or both, 1) Glu mobile's developers don't even know their own product because this answer is literally mathematically impossible or 2) the deceptive practices of Glu mobile.
My professional career is built on telling the truth, legally representing the best interests of my clients as a fiduciary. I'm done spending time responding to this issue. At best Glu mobile doesn't even know their own product. In the middle, someone at Glu mobile made a mistake and I purchased it. At worst, Glu mobile isn't telling the truth.
Dear Ms. [redacted],
We did communicate your issues to the development team and to our management team. We understand that you have been waiting patiently for the fix and that you wanted a refund of all of the money that you have spent playing the game. Our policy/term of use, which you have agreed to when you signed up to play our game, clearly states that all virtual currency are non-refundable or returnable for any reason. Per the terms of use, we are unable to offer you a cash refund. We are really sorry.
We have offered you alternative resolutions to a refund via our in-game ticket system. Please let us know if you have any follow up questions.
Initial Business Response /* (1000, 10, 2016/01/11) */
This user's problem is with the company Fyber and Fyber's ads and offerings. He has a Fyber user ID. There is not a way for Glu to help him resolve this problem and he must resolve it with Fyber as that is the company conducting the offer walls...
and providing the rewards.
Initial Consumer Rebuttal /* (3000, 12, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Fyber as they requested and was asked to submit proof of completing offer. I have done this process 4 times and keep getting asked for the info. It is obvious that they are giving me the runaround and I am tired of dealing with it. It is sad that these offers are put out there and money is paid and then they don't follow through with their promise. I am owed almost 10,000 credits (gems) and do not understand the reason for the hassle.
Final Business Response /* (4000, 14, 2016/01/19) */
We stand by our original response on this one.
Final Consumer Response /* (4200, 16, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also stand by my original statement.
Thanks for your patience as we looked into this further.
Each user/player agrees to comply with Glu's Terms of Use by playing our Games. Our Privacy Policy and Terms are located within the "Settings" menu of Tap Sports Baseball. You can also view or Terms of Service on our website at [redacted] Specifically, under these Terms, Glu offers users/players the ability to (i) use the website; (ii) use the applications (i.e., games); (ii) download and/or purchase content and virtual currency or with respect to certain applications, purchase special benefits/
Glu makes every effort it can to police its game and we regularly block from our games, includingTap Sports Baseball, players that violate our Terms of Use. Players are regularly banned from the game when Glu discovers that a player has violated the Terms of Use. Such violation includes the actions the complainant referred to about a player acquiring in-game Gold by cheating the system.
Furthermore, our Customer Care Team’s records indicate that we replied to the complainant on or around September 17, 2016. In that email, they indicated that they took the report of in-game cheating seriously and were currently investigating the matter. Due to privacy reasons, we cannot contact the complainant concerning the outcome of that investigation. However, we can assure you that we responded accordingly if we found incidents of cheating. On September 28, 2016, our Customer Care Team contacted the complainant by email to indicate that they considered the matter closed because they complainant had not heard back from the complainant since their September 17 response.
Glu makes no guarantee that in-game purchases will lead to greater success within the game. Unfortunately, there is no way for Glu to currently determine if the complainant were unsuccessful in the game because of an unfair advantage by another player or because the complainant’s opponents in the game had a greater skillset or created a stronger game pursuant to the rules of the game and Glu’s Terms of Use. For these reasons, Glu cannot accommodate your request for a refund.
I have reached out to our Customer Care Team regarding this matter and will follow up once I've had the opportunity to speak with them in more detail about this situation.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear [redacted]
Thank you so much for reaching out to us with this issue. We have been researching your issue ever since you reached out to us through our own in game support system. We have since then spoken with our game design team and they have confirmed that Tap Sports...
Baseball 2017 never had a 2 for 1 deal. The design team believed that you signed up for the offer where you can get a 5-star player pack at 90% discount.
Please double check and see if that is the offer you have signed up for. If you have any additional information such as screen shots that you can provide to us, we can look into this further with the design team.
Best,
Glu MobileTell us why here...
Glu Mobile is happy to look into this further. While we may not necessarily be able to fix the overall game-play or game functionality, we are happy to address any specific grievances you have with the game. Apart from a general distaste of our Customer Care Team's response and the...
difficulty you seem to be experiencing in the TS Baseball, what specifically are you asking Glu to remedy?
Glu Mobile Inc. takes all Revdex.com complaints it receives seriously. We are currently investigating this matter with our Customer Care team. Once we finish our investigation we will send you an update regarding next steps to resolve this issue.
Dear Ms. [redacted],
We have looked into this issue with our developers. We have unbanned your account. Our customer care team will be in touch with you through our own ticket system.
Complaint: [redacted]I am rejecting this response because: they are stating they asked for further information but I dont see that request and dont have a way to comply. So I am nit accepting that respond because they are in no way solving the issue. They habe done nothing to resolve this.Sincerely,[redacted]
Glu Mobile Inc. takes all Revdex.com complaints seriously and would like to work with you to resolve this matter as quickly and as amicably as possible. Our Customer Care Team has been working with you to address your concerns. [redacted] has a set process which requires the player to report the...
"unpaid" offer to [redacted] directly. However, Glu can assist you by reaching out to [redacted] directly in order to escalate the process. In order to do so, our Customer Care Team requests that you respond to the latest open ticket with our Customer Care Team, which asked you to provide Glu with certain information required of Glu in order for us to escalate the complaint to [redacted]. Once we receive the requested information, we can immediately request that [redacted] escalate this for further investigation. Not that even an escalated ticket can take [redacted] 3-5 days to respond to. The sooner we receive the requested information from you, then sooner we can work with you to resolve this matter.
Initial Business Response /* (1000, 15, 2015/09/02) */
Dear ***I looked in our database of tickets and there is not a ticket under your name or e-mail addressIf you have any issues with any particular game, please use the in-game feature to file a ticket with our customer service team so they
may follow up with your specific issue
Thank you
Initial Consumer Rebuttal /* (3000, 17, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've used the in game "customer care" optionIt doesn't create "tickets" and they fail to respond in any timely mannerDespite messages saying otherwise when I submit the problemUsually I'll end up submitting multiple messages on different issues and they'll respond to only one issue and not the othersIf they ever respond
I've wasted too much time and money in this game and due to their failures to respond and updates making it unplayable, I've stopped playing the gameI
Final Business Response /* (1000, 27, 2015/10/06) */
Correction to previous response:
Need more information from the customer as to which game he is complaining about (his name and email did not show up in our customer service database) as well as how much he spent in order to track the incident and determine whether or not it is subject to an exemption to our standard no refund policyUnfortunately, dissatisfaction as to game play and buyer's remorse are not grounds for exemption to our standard no-refund policy
Final Consumer Response /* (3000, 29, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contract Killer Sniper is the game I am referring toI haven't played it in weeks or months now because of how unplayable it wasMy dissatisfaction wasn't with the gameplay originally as I spent money on the game while it was worth it, but the updates made the game lag and full of bugs and impossible to play AFTER I spent a significant amount of money on this gameMy in game name is ***, I don't believe I have an email linked to my accountI have not linked facebook to my account
Dear *** *** ***
Thank you so much for reaching out to us on the Revdex.com. We have looked into your issue and have discussed it with our developers. Your account was flagged for cheating and we banned the account after our developers investigated the issue.
Per the Glu term of
use *** we reserve the right to ban any users that have cheated, and there is no refund for any in-game goods or in-game currency that you have purchased
Have a good day
Best,
Glu Mobile Inc
Complaint: ***I am rejecting this response because:
I am rejecting this response solely because if I do not the case is considered closed, which it is not I will, yet again, wait patiently to hear back further correspondence from Glu. Sincerely,*** ***
Dear *** *** ***
The Terms of Use for our *** & *** game make clear that a player is prohibited from playing the game on multiple devices By doing so, a player's account will be flagged for suspicious activity and may be banned In this instance, we have reviewed and
audited your account. We found that you have played the game on at least devices since the last Revdex.com complaint #***.
Previously, we made a one-time exception to our policy lifted the ban on your account. We are unable to extend that courtesy this time given the continuing violation of our terms of service
Final Consumer Response /* (2000, 11, 2015/09/08) */
Company had given credits due
Initial Business Response /* (1000, 16, 2015/07/25) */
Getting automated responses since new account is tier 0 but didn't reply to the last automated response (which instructs the player to reply to that message if their issue was not resolved)
Initial Consumer Rebuttal /* (3000, 18,...
2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is obviously Glu trying to throw the blame off them, especially considering it had taken them this long to reply. The emails that they are mentioning were replied to and I never heard back.
Complaint: [redacted]I am rejecting this response because: there is no resolution offered.Sincerely,[redacted]
Dear [redacted],
We have reached out and investigated your concerns with Crowdstar. Crowdstar has directly responded to you in game or via Crowdstar’s help ticket system.
With regards to the Runway Rally contest that you have mentioned. We did look into this and we have...
confirmed with Crowdstar that the courtesy White Gloves were awarded to your account associated with the email/name.
We have also reviewed your account with Crowdstar and there has been no past or active ban currently placed on your account.
Please follow up with us or Crowdstar if you have a different account where you did not receive the Runway Rally merchandise for month of February.
Complaint: [redacted]I am rejecting this response because: the response is mathematically impossible for two reasons, 1) I was charged 99.99 and 2) if it was a 90% discount, the charge would have been $11. This response only confirms one of two things or both, 1) Glu mobile's developers don't even know their own product because this answer is literally mathematically impossible or 2) the deceptive practices of Glu mobile.
My professional career is built on telling the truth, legally representing the best interests of my clients as a fiduciary. I'm done spending time responding to this issue. At best Glu mobile doesn't even know their own product. In the middle, someone at Glu mobile made a mistake and I purchased it. At worst, Glu mobile isn't telling the truth.
Sincerely,[redacted]
Dear Ms. [redacted],
We did communicate your issues to the development team and to our management team. We understand that you have been waiting patiently for the fix and that you wanted a refund of all of the money that you have spent playing the game. Our policy/term of use, which you have agreed to when you signed up to play our game, clearly states that all virtual currency are non-refundable or returnable for any reason. Per the terms of use, we are unable to offer you a cash refund. We are really sorry.
We have offered you alternative resolutions to a refund via our in-game ticket system. Please let us know if you have any follow up questions.
Initial Business Response /* (1000, 10, 2016/01/11) */
This user's problem is with the company Fyber and Fyber's ads and offerings. He has a Fyber user ID. There is not a way for Glu to help him resolve this problem and he must resolve it with Fyber as that is the company conducting the offer walls...
and providing the rewards.
Initial Consumer Rebuttal /* (3000, 12, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Fyber as they requested and was asked to submit proof of completing offer. I have done this process 4 times and keep getting asked for the info. It is obvious that they are giving me the runaround and I am tired of dealing with it. It is sad that these offers are put out there and money is paid and then they don't follow through with their promise. I am owed almost 10,000 credits (gems) and do not understand the reason for the hassle.
Final Business Response /* (4000, 14, 2016/01/19) */
We stand by our original response on this one.
Final Consumer Response /* (4200, 16, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also stand by my original statement.
Thanks for your patience as we looked into this further.
Each user/player agrees to comply with Glu's Terms of Use by playing our Games. Our Privacy Policy and Terms are located within the "Settings" menu of Tap Sports Baseball. You can also view or Terms of Service on our website at [redacted] Specifically, under these Terms, Glu offers users/players the ability to (i) use the website; (ii) use the applications (i.e., games); (ii) download and/or purchase content and virtual currency or with respect to certain applications, purchase special benefits/
Glu makes every effort it can to police its game and we regularly block from our games, includingTap Sports Baseball, players that violate our Terms of Use. Players are regularly banned from the game when Glu discovers that a player has violated the Terms of Use. Such violation includes the actions the complainant referred to about a player acquiring in-game Gold by cheating the system.
Furthermore, our Customer Care Team’s records indicate that we replied to the complainant on or around September 17, 2016. In that email, they indicated that they took the report of in-game cheating seriously and were currently investigating the matter. Due to privacy reasons, we cannot contact the complainant concerning the outcome of that investigation. However, we can assure you that we responded accordingly if we found incidents of cheating. On September 28, 2016, our Customer Care Team contacted the complainant by email to indicate that they considered the matter closed because they complainant had not heard back from the complainant since their September 17 response.
Glu makes no guarantee that in-game purchases will lead to greater success within the game. Unfortunately, there is no way for Glu to currently determine if the complainant were unsuccessful in the game because of an unfair advantage by another player or because the complainant’s opponents in the game had a greater skillset or created a stronger game pursuant to the rules of the game and Glu’s Terms of Use. For these reasons, Glu cannot accommodate your request for a refund.
I have reached out to our Customer Care Team regarding this matter and will follow up once I've had the opportunity to speak with them in more detail about this situation.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear [redacted]
Thank you so much for reaching out to us with this issue. We have been researching your issue ever since you reached out to us through our own in game support system. We have since then spoken with our game design team and they have confirmed that Tap Sports...
Baseball 2017 never had a 2 for 1 deal. The design team believed that you signed up for the offer where you can get a 5-star player pack at 90% discount.
Please double check and see if that is the offer you have signed up for. If you have any additional information such as screen shots that you can provide to us, we can look into this further with the design team.
Best,
Glu MobileTell us why here...
Glu Mobile is happy to look into this further. While we may not necessarily be able to fix the overall game-play or game functionality, we are happy to address any specific grievances you have with the game. Apart from a general distaste of our Customer Care Team's response and the...
difficulty you seem to be experiencing in the TS Baseball, what specifically are you asking Glu to remedy?
Glu Mobile Inc. takes all Revdex.com complaints it receives seriously. We are currently investigating this matter with our Customer Care team. Once we finish our investigation we will send you an update regarding next steps to resolve this issue.
Dear Ms. [redacted],
We have looked into this issue with our developers. We have unbanned your account. Our customer care team will be in touch with you through our own ticket system.
Complaint: [redacted]I am rejecting this response because: they are stating they asked for further information but I dont see that request and dont have a way to comply. So I am nit accepting that respond because they are in no way solving the issue. They habe done nothing to resolve this.Sincerely,[redacted]
Glu Mobile Inc. takes all Revdex.com complaints seriously and would like to work with you to resolve this matter as quickly and as amicably as possible. Our Customer Care Team has been working with you to address your concerns. [redacted] has a set process which requires the player to report the...
"unpaid" offer to [redacted] directly. However, Glu can assist you by reaching out to [redacted] directly in order to escalate the process. In order to do so, our Customer Care Team requests that you respond to the latest open ticket with our Customer Care Team, which asked you to provide Glu with certain information required of Glu in order for us to escalate the complaint to [redacted]. Once we receive the requested information, we can immediately request that [redacted] escalate this for further investigation. Not that even an escalated ticket can take [redacted] 3-5 days to respond to. The sooner we receive the requested information from you, then sooner we can work with you to resolve this matter.