Initial Business Response /* (1000, 14, 2015/08/19) */
Our company has determined that Mr. [redacted] is no longer eligible for any refunds due to the following:
Mr. [redacted] lost his 1st virtual car on February 4, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no...
evidence of bugs or glitches in the Game). As a courtesy, the Company restored the car on February 19, 2015.
Mr. [redacted] lost his 2nd virtual car on or about March 10, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game). The Company restored the car on or about the same day, and informed Mr. [redacted] that this would be his last courtesy restore.
Mr. [redacted] lost his 3rd virtual car on June 18, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game). The Company made an exception to its policy and restored the car on July 14, 2015.
Mr. [redacted] lost his 4th virtual car on June 19, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a foul, and therefore, the car was not restored.
Mr. [redacted] lost his 5th virtual car on June 22, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a foul, and therefore, the car was not restored.
Mr. [redacted] lost his 6th virtual car on June 28, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game) and therefore, the car was not restored.
Mr. [redacted] lost his 7th virtual car on July 1, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game) and therefore, the car was not restored.
Mr. [redacted] lost his most recent car on July 2, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game) and therefore, the car was not restored.
Please note that a 'time-out' is when the game shuts down either because there is a glitch or because the player purposefully shuts down a game for whatever reason (including to avoid losing cars in the race for 'pinks'. The Company has made several exceptions for Mr. [redacted] and provided at least three courtesy restores of his virtual cars despite the Company's records indicating that they were lost at no fault of the Company. Despite the Company's several reminders to Mr. [redacted] that it will no longer provide him with any further courtesy restores of his virtual cars in situations where the Company does not typically restore virtual cars to players, Mr. [redacted] continues to be an active player of the Game. Accordingly, the Company considers this matter closed.
Complaint: [redacted]I am rejecting this response because it doesn't address the complaint and just asks me what the issue was, which was in my initial submission to the Revdex.com.
The issue is only with random games, I'll start a game with whoever the app selects. At some point, in the middle innings, the game comes back into my queue as final, it seems like the opponent ended the game. But for some reason I get the lose; on top of that, my stage win total (I.e. Ace) is reduced. I check the app every day, so it has nothing to do with opponent nudging me or my not playing timely. Recently, in a 2 day period, I lost 3 wins in my total. Why do I get the loss and lose wins in my stage total? At this rate it'll take forever to move onto the next stage, one step forward three back. Very frustrating.
Sincerely,[redacted]
Dear [redacted]
Thank you so much for reaching out to us with your issue. It sounded like you have enabled payment authorization via fingerprint for the Apple iTunes store, and that you accidentally authorized a purchase within our game.
We have looked into this issue in...
depth. Given that you accidentally purchased a player that you already own, we can give you $80 worth of in-game currency to compensate you for the accidental purchase. Unfortunately, we are unable to offer you an refund. Payments within our games are handled by the respective app store. In your case, the payment was handled by the Apple iTunes Store. Please reach out to Apple for a refund.
Best,
Glu Mobile Inc.
Dear [redacted]
We've followed up with you on the ticket you've sent us regarding this purchase. For us to proceed further, please do revert with the details sought on the ticket so that we can process this request quicker.
Regards,
Glu Mobile Inc.
Complaint: [redacted]I am rejecting this response because: I sent the number early this morning and STILL have no resolution. Here it is AGAIN, pleaae credit, after all its been 12 days. Order number: [redacted]Sincerely,[redacted]
Dear [redacted],
We've followed up again through the tickets you've sent us, and await your response. We've also sent you a direct email to your email address [redacted][email protected].
Initial Business Response /* (1000, 15, 2015/11/18) */
"This player has multiple complaints:
1. He does not understand that the ""Draft Picks"" give random rewards. He's claiming that he used a lot of gold and never received a 5-star player. Similarly, he also says that, he once got a 5-star...
player; but, he instead received a 3-star player (we asked for Screen shot, which he didn't provide)
2. Losing out on ranks due to cheaters. We informed him about reporting the cheater to the devs and also, gave him 500 Gold as a compensation.
3. Fyber issues - We asked him to contact Fyber to follow-up regarding the offers which he wasn't rewarded for.
His main concern was not getting a 5-star player from the draft picks. The agent resolved the ticket by informing him about the draft picks being random.
This case is considered close as there does not seem to be any legitimate issues.
"
Revdex.com:
Thank you very much for your help! The credit was issue to my handicap son and we really appreciate your support.
We 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]
Complaint: [redacted]I am rejecting this response because:
The way the game is setup you acquire better players by purchasing them using in game gold. Are you saying it is not fair for a player to surmise that if they purchase gold and purchase players they should not be gaining a competitive advantage? You yourself are currently running a promotion for "signature" players where you state if you get one their stats get better during their teams run during the playoffs. If your stance is that you are not saying g your team will be better by buying better players then why is that your current marketing ploy? 2000 gold out of people's pockets because you are telling them the players stats will continue to grow. There are still thousands of teams in the game that have gained unfair advantages do to you taking too long to shut down the cheaters way of cheating. I would have no problem spending the money on a game that is honest, with an honest company, and one that truly cares about their customers experience. The above referenced matters where I suspected cheating is not at all the WIDESPREAD mass amount of cheating that was brought to my attention and prompted this correspondence. I understand that to a large company like Glu, my 394 dollars is a drop in the hat. To me it is much more and it was spent in the manner in which the game itself points you in improving. They regularly have mystery boxes with players of a higher caliber for high "gold" amounts. If it is not believed these better players will make your team better than why have them at all, let alone for such a high amount. This in turn leads you to understand that if you spend money, get gold, and get more of these players your team should be better than others. This would be the case, however, the rampant cheating that was permitted to happen for a lengthy period of time has destroyed this intended setup and the overall integrity of the game. I am still requesting a refund in full as the product I purchased is unusable do to no fault of my own doing.
Sincerely,[redacted]
Initial Business Response /* (1000, 15, 2015/09/04) */
Glu has issued in-game virtual currency to this player at least 3 times, therefore, this matter is considered closed.
Complaint: [redacted]I am rejecting this response because: your rep told me I had the better time, I have a copy of the response from Xernan your rep, I feel your company has an issue with your data logs, if this is your response after I have spent money, it is truly a sad day I will be deletingyour game and requesting you refund me all the money I have spent on your company. It is only fair if your rep tells someone the had a better time and now you refuse to honor that I want nothing to do with such a dishonest company.
Hi there,
I see your attachment, but that does not tell me what the Glu offer is. Can you please tell me what the offer was and what did the offer promise in return for signing up to this Emporium subscription?
Thank you,
Complaint: [redacted]I am rejecting this response because: I replied to the original customer care complaint on the 26th and Im still waiting for a response. I don't understand how glu can cantinue to make money off a game that doesn't even work this is not ok. You guys are ripping people off and I want my money back. I don't understand how all sales are final on something that continues to malfunction. Your telling me it's ok to rip off customers that spend a lot of time and money on this game? How am I supposed to continue playing this game when you guys admit this might happen again. Am I suppose to just continue spending money and time on this game not knowing wether my progress will be saved. It is wrong and considered fraud! Deception intended to result in financial gain. That is the definition of fraud and that's exactly what this is I am sick and tired of getting the run around. I've been patient for months waiting for this update that probably doesn't even exist. I JUST WANT MY MONEY BACK!
Sincerely,[redacted]
Unfortunately, the emails from [redacted]. were delivered to a "SPAM" folder because the complaint was submitted via email and contained an attachment. However, our Customer Care Team immediately responded upon notification about the Revdex.com complaint. The order GPA.[redacted].0 worth...
$99.99 was refunded on Friday, January 27, 2017. We hope this resolves the matter. Thank you.
I'll gladly accept the credit. My issue was always with the fact that it was for a player I already had and nothing about my account had changed. Thank you for your help. Sincerely, [redacted]
Initial Business Response /* (1000, 15, 2016/02/01) */
Sorry for the late response. But this customer has already been contacted by our customer care within 2 days of his communication the necessary steps. Unfortunately, Glu mobile games are not intended for children and there are technical...
restrictions a parent can implement to prevent unauthorized purchases from their child, therefore, as a matter of company policy, we do not refund players when they simply allege that a purchase was made by their child.
Initial Consumer Rebuttal /* (3000, 17, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Never used what was purchased so please refund. I can understand if I used what was purchased but I did not. After he purchased, I blocked him.
Final Business Response /* (4000, 19, 2016/02/04) */
Both Google and Apple has implemented additional barriers to prevent a child from making unauthorized purchases. The possibility of a child making a unauthorized purchase is extremely low. In addition, this user has indicated that a child has been playing in his/her account, therefore, we cannot permit the player to continue his or her account until verifiable parental consent is received since our games are not intended for anyone under the age of 13.
Final Consumer Response /* (4200, 21, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And did I use the item that was bought? I did not so refund my money. If I bought the item and used it, then I wouldn't ask for a refund but as soon as he bought the item, I deleted the game. Thank you and stop ripping people off. Not everybody lies.
Initial Business Response /* (1000, 14, 2015/08/19) */
A new ticket was created for this player's issue. For clarification purposes, the reason why the player has not been able to receive the purchase is because he is unable to access his account anymore. It is possible that his Facebook account...
(which was used to create the game profile) was disabled or deleted. Glu cannot restore the progress for the player if the player's FB account was deleted or disabled, however, Glu has contacted this player and agreed to restore his purchase on a new account, including addition of a few players that he had on his old account. The player's ticket ID is: https://glumobile.helpshift.com/admin/issue/XXXXXX/
Initial Consumer Rebuttal /* (3000, 16, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Glu never contacted me with a response as they told you after reading this I wrote them again and im giving them 72 hrs to make the change,cause really after all I went through I really dint want the game rgey have ignored me for six months so I will see what happens the middle ground is il accept 50 dollars back refund instead of what I paid them but il wait the 72 hrs
Initial Business Response /* (1000, 14, 2015/08/19) */
Our company has determined that Mr. [redacted] is no longer eligible for any refunds due to the following:
Mr. [redacted] lost his 1st virtual car on February 4, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no...
evidence of bugs or glitches in the Game). As a courtesy, the Company restored the car on February 19, 2015.
Mr. [redacted] lost his 2nd virtual car on or about March 10, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game). The Company restored the car on or about the same day, and informed Mr. [redacted] that this would be his last courtesy restore.
Mr. [redacted] lost his 3rd virtual car on June 18, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game). The Company made an exception to its policy and restored the car on July 14, 2015.
Mr. [redacted] lost his 4th virtual car on June 19, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a foul, and therefore, the car was not restored.
Mr. [redacted] lost his 5th virtual car on June 22, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a foul, and therefore, the car was not restored.
Mr. [redacted] lost his 6th virtual car on June 28, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game) and therefore, the car was not restored.
Mr. [redacted] lost his 7th virtual car on July 1, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game) and therefore, the car was not restored.
Mr. [redacted] lost his most recent car on July 2, 2015. The Company's records indicate that Mr. [redacted] lost his car due to a time-out (with no evidence of bugs or glitches in the Game) and therefore, the car was not restored.
Please note that a 'time-out' is when the game shuts down either because there is a glitch or because the player purposefully shuts down a game for whatever reason (including to avoid losing cars in the race for 'pinks'. The Company has made several exceptions for Mr. [redacted] and provided at least three courtesy restores of his virtual cars despite the Company's records indicating that they were lost at no fault of the Company. Despite the Company's several reminders to Mr. [redacted] that it will no longer provide him with any further courtesy restores of his virtual cars in situations where the Company does not typically restore virtual cars to players, Mr. [redacted] continues to be an active player of the Game. Accordingly, the Company considers this matter closed.
Complaint: [redacted]I am rejecting this response because it doesn't address the complaint and just asks me what the issue was, which was in my initial submission to the Revdex.com.
The issue is only with random games, I'll start a game with whoever the app selects. At some point, in the middle innings, the game comes back into my queue as final, it seems like the opponent ended the game. But for some reason I get the lose; on top of that, my stage win total (I.e. Ace) is reduced. I check the app every day, so it has nothing to do with opponent nudging me or my not playing timely. Recently, in a 2 day period, I lost 3 wins in my total. Why do I get the loss and lose wins in my stage total? At this rate it'll take forever to move onto the next stage, one step forward three back. Very frustrating.
Sincerely,[redacted]
Initial Business Response /* (1000, 14, 2015/11/18) */
We are still working on resolving this issue with Fyber
Dear [redacted]
Thank you so much for reaching out to us with your issue. It sounded like you have enabled payment authorization via fingerprint for the Apple iTunes store, and that you accidentally authorized a purchase within our game.
We have looked into this issue in...
depth. Given that you accidentally purchased a player that you already own, we can give you $80 worth of in-game currency to compensate you for the accidental purchase. Unfortunately, we are unable to offer you an refund. Payments within our games are handled by the respective app store. In your case, the payment was handled by the Apple iTunes Store. Please reach out to Apple for a refund.
Best,
Glu Mobile Inc.
Dear [redacted]
We've followed up with you on the ticket you've sent us regarding this purchase. For us to proceed further, please do revert with the details sought on the ticket so that we can process this request quicker.
Regards,
Glu Mobile Inc.
Complaint: [redacted]I am rejecting this response because: I sent the number early this morning and STILL have no resolution. Here it is AGAIN, pleaae credit, after all its been 12 days. Order number: [redacted]Sincerely,[redacted]
Dear [redacted],
We've followed up again through the tickets you've sent us, and await your response. We've also sent you a direct email to your email address [redacted][email protected].
Initial Business Response /* (1000, 15, 2015/11/18) */
"This player has multiple complaints:
1. He does not understand that the ""Draft Picks"" give random rewards. He's claiming that he used a lot of gold and never received a 5-star player. Similarly, he also says that, he once got a 5-star...
player; but, he instead received a 3-star player (we asked for Screen shot, which he didn't provide)
2. Losing out on ranks due to cheaters. We informed him about reporting the cheater to the devs and also, gave him 500 Gold as a compensation.
3. Fyber issues - We asked him to contact Fyber to follow-up regarding the offers which he wasn't rewarded for.
His main concern was not getting a 5-star player from the draft picks. The agent resolved the ticket by informing him about the draft picks being random.
This case is considered close as there does not seem to be any legitimate issues.
"
Revdex.com:
Thank you very much for your help! The credit was issue to my handicap son and we really appreciate your support.
We 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]
Complaint: [redacted]I am rejecting this response because:
The way the game is setup you acquire better players by purchasing them using in game gold. Are you saying it is not fair for a player to surmise that if they purchase gold and purchase players they should not be gaining a competitive advantage? You yourself are currently running a promotion for "signature" players where you state if you get one their stats get better during their teams run during the playoffs. If your stance is that you are not saying g your team will be better by buying better players then why is that your current marketing ploy? 2000 gold out of people's pockets because you are telling them the players stats will continue to grow. There are still thousands of teams in the game that have gained unfair advantages do to you taking too long to shut down the cheaters way of cheating. I would have no problem spending the money on a game that is honest, with an honest company, and one that truly cares about their customers experience. The above referenced matters where I suspected cheating is not at all the WIDESPREAD mass amount of cheating that was brought to my attention and prompted this correspondence. I understand that to a large company like Glu, my 394 dollars is a drop in the hat. To me it is much more and it was spent in the manner in which the game itself points you in improving. They regularly have mystery boxes with players of a higher caliber for high "gold" amounts. If it is not believed these better players will make your team better than why have them at all, let alone for such a high amount. This in turn leads you to understand that if you spend money, get gold, and get more of these players your team should be better than others. This would be the case, however, the rampant cheating that was permitted to happen for a lengthy period of time has destroyed this intended setup and the overall integrity of the game. I am still requesting a refund in full as the product I purchased is unusable do to no fault of my own doing.
Sincerely,[redacted]
Initial Business Response /* (1000, 15, 2015/09/04) */
Glu has issued in-game virtual currency to this player at least 3 times, therefore, this matter is considered closed.
only part of tree issues were answered the bug that has affected gameplay hasn't been addressed nor has my loss of my previous game.
Complaint: 11384350I am rejecting this response because:Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: your rep told me I had the better time, I have a copy of the response from Xernan your rep, I feel your company has an issue with your data logs, if this is your response after I have spent money, it is truly a sad day I will be deletingyour game and requesting you refund me all the money I have spent on your company. It is only fair if your rep tells someone the had a better time and now you refuse to honor that I want nothing to do with such a dishonest company.
[redacted]Sincerely,[redacted]
Hi there,
I see your attachment, but that does not tell me what the Glu offer is. Can you please tell me what the offer was and what did the offer promise in return for signing up to this Emporium subscription?
Thank you,
Complaint: [redacted]I am rejecting this response because: I replied to the original customer care complaint on the 26th and Im still waiting for a response. I don't understand how glu can cantinue to make money off a game that doesn't even work this is not ok. You guys are ripping people off and I want my money back. I don't understand how all sales are final on something that continues to malfunction. Your telling me it's ok to rip off customers that spend a lot of time and money on this game? How am I supposed to continue playing this game when you guys admit this might happen again. Am I suppose to just continue spending money and time on this game not knowing wether my progress will be saved. It is wrong and considered fraud! Deception intended to result in financial gain. That is the definition of fraud and that's exactly what this is I am sick and tired of getting the run around. I've been patient for months waiting for this update that probably doesn't even exist. I JUST WANT MY MONEY BACK!
Sincerely,[redacted]
Unfortunately, the emails from [redacted]. were delivered to a "SPAM" folder because the complaint was submitted via email and contained an attachment. However, our Customer Care Team immediately responded upon notification about the Revdex.com complaint. The order GPA.[redacted].0 worth...
$99.99 was refunded on Friday, January 27, 2017. We hope this resolves the matter. Thank you.
I'll gladly accept the credit. My issue was always with the fact that it was for a player I already had and nothing about my account had changed. Thank you for your help. Sincerely, [redacted]
Initial Business Response /* (1000, 14, 2015/11/18) */
We've resolved this customer's complaint and the customer has accepted the ticket as resolved.
Initial Business Response /* (1000, 15, 2016/02/01) */
Sorry for the late response. But this customer has already been contacted by our customer care within 2 days of his communication the necessary steps. Unfortunately, Glu mobile games are not intended for children and there are technical...
restrictions a parent can implement to prevent unauthorized purchases from their child, therefore, as a matter of company policy, we do not refund players when they simply allege that a purchase was made by their child.
Initial Consumer Rebuttal /* (3000, 17, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Never used what was purchased so please refund. I can understand if I used what was purchased but I did not. After he purchased, I blocked him.
Final Business Response /* (4000, 19, 2016/02/04) */
Both Google and Apple has implemented additional barriers to prevent a child from making unauthorized purchases. The possibility of a child making a unauthorized purchase is extremely low. In addition, this user has indicated that a child has been playing in his/her account, therefore, we cannot permit the player to continue his or her account until verifiable parental consent is received since our games are not intended for anyone under the age of 13.
Final Consumer Response /* (4200, 21, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And did I use the item that was bought? I did not so refund my money. If I bought the item and used it, then I wouldn't ask for a refund but as soon as he bought the item, I deleted the game. Thank you and stop ripping people off. Not everybody lies.
Initial Business Response /* (1000, 14, 2015/08/19) */
A new ticket was created for this player's issue. For clarification purposes, the reason why the player has not been able to receive the purchase is because he is unable to access his account anymore. It is possible that his Facebook account...
(which was used to create the game profile) was disabled or deleted. Glu cannot restore the progress for the player if the player's FB account was deleted or disabled, however, Glu has contacted this player and agreed to restore his purchase on a new account, including addition of a few players that he had on his old account. The player's ticket ID is: https://glumobile.helpshift.com/admin/issue/XXXXXX/
Initial Consumer Rebuttal /* (3000, 16, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Glu never contacted me with a response as they told you after reading this I wrote them again and im giving them 72 hrs to make the change,cause really after all I went through I really dint want the game rgey have ignored me for six months so I will see what happens the middle ground is il accept 50 dollars back refund instead of what I paid them but il wait the 72 hrs