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Kabam, Inc.

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Reviews Kabam, Inc.

Kabam, Inc. Reviews (278)

Initial Business Response /* (1000, 5, 2015/09/28) */
Hello [redacted], thanks for contacting us and we apologize that this situation.
I believe you are referencing your Zendesk ticket, # XXXXXX with the issue that has been occurring with the Android version of our App.
We do apologize that...

this issue is still existing and it is something that we our continuing to work on. Our Support Team can assist you with your Zendesk case and you should see a response within the next 12 standard business hours.
Please know that outside of this case, our team is aware of how important this situation is and they are working to get the App accessible on your device type as soon as realistically possible.
We apologize for the situation that occurred and please know that we appreciate the feedback and comments.
Thank you.

Initial Business Response /* (1000, 5, 2015/09/03) */
Hello,
Thank you so much for taking the time to contact us regarding your issues with the Cars you've won in Fast & Furious Legacy. We understand that you feel it isn't fair that you haven't yet received the particular Cars you want, even...

though you have opened quite a lot of Crates. We apologize for this, and are more than happy to assist you with this issue.
First, please note that all players have the exact same drop rates, and we try to make our game as fair as possible. Please also note that your odds don't get better after more attempts, and there is no guarantee that you will ever receive a particular Car. There are different factors involved, specifically drop rates.
How drop rates work is that each item has a specific chance of dropping with each attempt. Because this is still a chance based system, that does not mean, hypothetically "The drop rate is 20-30%, therefore, if I open 100 Crates, I will get 20-30 of this prize".
Imagine it like a wheel game, with each prize that you can receive having different sized slices on the wheel, like a pie graph. Different prizes would have different probabilities, depending on how much of the wheel they take up. In this case, hypothetically, if an S Class Ruf takes up 20% of the wheel, each time you spin that wheel It has a 20% chance of landing on that Car; even with that being the case, it is not a guarantee that it will land on that Car, as there is still an 80% chance that it won't.
A drop rate doesn't mean that you will win X amount of Cars out of a hundred; it means that the probability for winning that Car each time you get a chance to is that amount. Also, please understand that in any game of chance, the number of attempts you make is not cumulative, and does not change the odds of you winning. Returning to the wheel analogy, no matter how many times you spin the wheel, it is never guaranteed that it will land where you want, no matter how many spins you make.
In this same way, having a drop rate of 20% does not mean that you will receive that prize 20% of the time, because there is a 80% that you won't. We sincerely apologize for the confusion, and hope this helps to clarify this for you.
Thank you again for taking the time to contact us, and please let us know if you have any other concerns.
Regards,
Kabam Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Either way, this is not the LOTTO, attempting to win millions! We are talking about virtual cars in a phone game! One should not have to spend hundreds of real dollars for a "chance" to win a car that doesn't even meet the % chance offered! And also, this complaint wasn't just about the car chance, yet everything else I said was completely ignored and the same computer generated response that is given when contacting kabam support via ticket. That being said, I will only accept 2 ways of closing this complaint without contacting the media or kabam investors. #1, meet my original demands, or #2, refund me for ALL gold purchases! Me and many others have ALOT of fraud evidence, especially with the "special" group that was only paying 10% gold cost on all items in the game while we were paying full price!!! So again, this is in your hands. Meet one of my demands, or this will be taken to a higher authority and the media/ investors will be knowledged in the fraud and special treatment of unfairness in this game. Keep a paying player happy or let this turn into a viral mess that I don't think your company will like.
Final Business Response /* (4000, 9, 2015/09/24) */
Greetings,
Thank you so much for taking the time to get back to us regarding these issues. In regards to the drop rates of the Crates you purchased; they are functioning correctly, and all players have the same chances of winning any car. This is what we attempted to explain previously, with the wheel analogy. While a Crate may have a guaranteed rate of 10%, this does not mean that you will win the Car if you open ten Crates. Unfortunately, we are unable to allocate the S and A Class Cars the you requested. For the Oil Changes you missed out on, we have allocated a number of Four Hour Speed Ups to your account.
As far as the different Gold pricing promotions go, we are truly sorry for any frustration that has been caused by these split tests. Split tests are incredibly important to the future of the game, as they allow us to test new promotions on specific groups of player. Please know that while it may seem unfair to offer these promotions to a limited group, this is done to make sure the promotion is functioning correctly, and they are usually offered to the rest of the player base once we have collected the data from the test.
Unfortunately, we are unable to provide monetary refunds as per our Terms of Service Agreement. You can read the Terms of Service here https://www.kabam.com/corporate/terms-of-service, but the important sections are as follows:
"YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.
YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE.
YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT. YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.
All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable. By purchasing Virtual Currency and Site Items (e.g. clicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it."
We are truly sorry for the inconvenience that these situations have caused for you, and we do understand your perspective regarding these issues. We will take all of your feedback into consideration, and will provide it to our Game Team for consideration in future updates. Thank you so much for your patience and understanding, and please have a wonderful day.
Regards,
Kabam Support Team
Final Consumer Response /* (4200, 11, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this, since I'm playing a car game on a phone, not the lottery! There should be no reason to post a percentage odds for a car crate and buy over 2x the amount that should give u the car, and still never get it. We are paying REAL money for a VIRTUAL car!!! We don't even get any physical item! The greed has far succeeded any logical explanation. Bottom line is there is falsified odds to rob us of our money, and total unfairness and proof of "select" people who get deals that not everyone does, and cheaper gold prices to buy things. How can a game every be legally right if you can offer 2 of the same items at different prices to "select" people! And special deals that not everyone gets!!!! And I will not be happy until I get reimbursed for being robbed repeatedly!

Hello, Thanks again for taking the time to submit this to case to us.
As mentioned previously allocating individual compensation is beyond the scope of what we can provide in this situation. We are always working on improving the Contest for each and every one of our Summoners, but this has to be done community wide in order to maintain the integrity of the game. We have made great strides in improving performance, and are confident that 14.0 will continue this trend. Again we understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we do hope that this information has been helpful regardless.
Thanks once more for taking the time out of your day to contact us, and we hope that you have a great rest of your week. Regards,Kabam Support

Initial Business Response /* (1000, 5, 2015/09/23) */
Hello,
Thank you for taking the time to get in touch with us.
We would first like to say that we are disappointed to hear that you would no longer like to be a member of our community. With that being said if you change your mind, and...

there are any specific concerns you would like us to address please feel to contact our Support Team and we will be more than happy to do our best to resolve your issue.
In regards to your refund request the products that you purchased within your time in our community were of the appropriate value, and were purchased at your discretion. With that being said providing a refund of the services, and products you participated in is beyond the scope of what we can provide in this situation.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What more needs to be said?
Final Business Response /* (4000, 9, 2015/10/06) */
Hello,
Thank you again for taking the time to get back in touch with us.
As we mentioned previously if you have any specific concerns you would like us to address please feel to contact our Support Team and we will be more than happy to do our best to resolve your issue.
As for your refund request, this is something beyond the scope of what we can provide for this matter, per our TOS. For your reference we have provided the link and relevant TOS section below :
https://www.kabam.com/corporate/terms-of-service
YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.
All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable.
YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE.
Regards,
Kabam Support

Initial Business Response /* (1000, 5, 2015/07/13) */
Greetings,
Thank you for taking the time to make this case with us.
It appears that the email address you have used to create this case is not one that you have ever used to contact our Customer Support system. As is the case we're unsure...

which game you are referring to.
Please reply back with the name of the game you are referring to and we will gladly look into this matter further.
Sincerely,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fast and furious 6 is the name of the game and my email for that is [redacted]@gmail.com
Final Business Response /* (4000, 9, 2015/08/03) */
Greetings,
Thank you for getting back to us on this.
When we worked on closing down the Fast and Furious 6 game to move towards our new title Fast and Furious Legacy we communicated openly and often at least a month prior to the game being closed down that we would be doing so and your options as we were proceeding forward. This was communicated in game through messaging and banners and was communicated on our forums as well.
We spoke to our game teams about this and unfortunately we will be unable to extend the same offer to you that we would have before. The game has been shut down for too long now and granting you any of the same packages we would have granted during this transition to Fast Legacy would give you too much of an advantage currently that would disrupt the current game play balance.
We're really sorry to give you this sort of news.
Sincerely,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just want my money back. 9 dollars, unless the company is too cheap to satisfy their consumers. FFS is lame

Initial Business Response /* (1000, 6, 2016/01/22) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any frustration that this matter has caused. To help provide some additional context though we do understand mistakes happen the Units...

that were donated to your Alliance were able to be used by your Alliance, and because the Alliance can use the resources that were donated, and that action is not reversible we are typically unable to return the spent Units to players accounts. With that being said we do understand mistakes happen and we would like to do our best to help you out in this situation, and have provided 870 Units to your account as a showing of good faith. I did want to mention that we will be unlikely to make such an accommodation moving forward so please do your best to be careful when in the donation screen.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (2000, 8, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Kabam making right and returning the units. They have also since updated the game to prevent this issue from happening again to myself or others.
It was disappointing at how many rounds of customer support I went through without resolution. No one was willing listen or help until opening this case. Regardless, I did receive the outcome I was desiring.
This matter may be closed.

Hello,Thank you for again for contacting Kabam Support. As we have seen for your other cases, we understand that you have you experienced delays or other issues regarding being unable to block or evade properly within Marvel: Contest of Champions as well as other concerns surrounding general delays...

in-game. We apologize for any inconvenience these problems have caused.Please know that if you have experienced lag or delays within the game which may have also affected other timing related effects of combat such as blocking or evading, then it is likely a local issue is occurring for the device or the install of the game on the device.To ensure this isn't the case, we first recommend completing all of the steps listed in the troubleshooting provided below depending on which type of device the problems are occurring for (Android or iOS):Android Troubleshooting is located here: [redacted]iOS Troubleshooting is located here:[redacted]We are always working to improve the performance of Marvel: Contest of Champions and we will continue to release these improvements in future updates.We hope that this troubleshooting material is helpful for you, and if you would like any further assistance or if you have any questions or concerns please feel free to write into our Support directly as we are always happy to help.Best regards,Kabam Support

Hello,Thanks again for taking the time to submit this to case to us.As mentioned previously we are unable to share the exact details that led to the ban on your account to ensure the security of the game, but we were able to verify that your account EBAH.0 used third party software to manipulate the Labyrinth of Legends, and make the fights significantly easier. Due to the severity of this action the the account will remain permanently suspended. This decision is final and will not be overturned. Regards,Kabam Support

Initial Business Response /* (1000, 5, 2015/10/28) */
Hello,
First, we would like to apologize for any inconvenience that this may have caused. We can certainly understand how it would be frustrating to have missing items and also to not receive prizes for the recent Gear-a-thon. We will be...

happy to review this matter for you.
Our Game Team has performed extensive investigations on Gems, and have been unable to reproduce anything leading to Gems disappearing. Based on your case , we can clearly see how certain you are that these disappeared how you explained, but because they've only been able to confirm that Gems are not disappearing, we are unable to provide these for you. We must be able to confirm the loss of a Gem to be able to provide one though, and we've been unable to do that, so we're afraid we're unable to allocate any to you.
For the Gear-a-thon held on 10/5-10/6, players received one Searing Heat Chest for each piece of Gear upgraded to level 10. We took snapshots of player accounts to determine how many pieces of Gear had been upgraded during the event timeframe. After reviewing your account, we found that you had the same number of level 10 Gear pieces (42) at the end of the event that you did at the beginning (42). Since that is the case, no rewards were allocated to your account as no Gear pieces upgraded.
We sincerely apologize for the frustration these two issues have caused for you. As all purchases made within our game are final, we will be unable to honor your request for a refund. Please feel free to contact us if you have further questions or concerns and we will be happy to assist you.
Best Regards,
Kabam Support

Complaint: [redacted]I am rejecting this response because: I want to know when my account will be unsuspended? I also want it to be playable again as you have and refused not to provide proof I did anything wrong. Will you please unsuspend the account? I would accept this and we can move on playing the game. It's a better solution to keep arguing and your business receiving another negative rating. I also will not mention to anyone the account has been unsuspended. Do you agree to reactivate the account so it's playable again? Sincerely,[redacted]

Hello,Thank you for taking the time to get back in touch with us.As mentioned previously there are a large amount of factors that can go into device latency and crashing, and allocating items to your account for this matter is beyond the scope of what we can currently provide. With that being said we are always improving our infrastructure to ensure that we can help avoid these frustrations as much as possible. On that note we have developed a Crash report form so that you, and other affected players can submit detailed information regarding their crashes. From there we may be able to identify large trends to improve where we can. We do understand that this may not have been the exact response that you were hoping for and we would like to sincerely apologize for any disappointment that it may have caused as this was not our intention, but we hope that this information, and the following crash report has been helpful regardless. Thanks again, and we hope that you have a great rest of your week.Regards,Kabam Support[redacted]

Hello,
Thank you for taking the time to send us your concerns regarding in-app purchases, drop rates and the value of items overtime. We apologize for any frustrations we have caused and regret that we have failed to meet your expectations in anyway. That’s never our intention and we’re more...

than happy to further address your concerns today.
Please know that all changes in-game are made in an effort to improve the game play experience of all players, as well as to improve both the health and longevity of the game. While some items may be more rare than others when they are initially released, all items should eventually become more available overtime in the game. This means that item values may change as well, though these changes are also made to ensure balance within the game’s economy in the long term.
We fully understand that you have concerns that the changes are not up-to-par with what you would expect, and we want you to know that we’re always looking to make improvements that would be better for our players. We have a feedback and suggestions form that is a channel for you to offer your ideas, thoughts, and experiences with the Game Team. We take your input seriously, and your suggestions may potentially influence future content or game updates. The link to the form is here, and we strongly encourage you to check it out:
[redacted]
As such, regarding a request for a refund for items that have been purchased and used, we must confirm that we are unable to honor this request at this time. As we are unable to remove the benefits gained from these purchases to your account, we are unable to return any spent currency. Additionally, this action would be against our Terms of Service. For further information on our Terms of Service, please see:
[redacted]
We also understand that you have specific concerns with the drop chance of the newest, rarest items from Crystals. Please know that there are several in-game factors which determine the drop rates from Crystals. These factors were created with players’ concerns and feedback in mind, and we designed the system to keep a strong balance between offering an opportunity to win while maintaining the rarity of valued items. To add more context, here is a couple links to related articles from our Support Portal:
** [redacted]
We fully understand that you would like to see some changes to improve your experiences in-game and want thank you again for highlighting those concerns with us. We are continuing to work hard on improving the game for all players and we sincerely appreciate the help you’ve been able to provide to us in this endeavor. Should you experience any in-game issues, we hope you’ll reach out to us via our Support line in-game.
Kind regards,
Kabam

Initial Business Response /* (1000, 7, 2015/09/29) */
Greetings,
Thank you for taking the time to submit this case to us. We certainly understand how frustrating an issue like this may be, and assure you that our team has taken the proper precautions moving forward to ensure that issues such as...

these do not arise again.
We realize that a great number of our players spent a considerable amount of Mithril in order to acquire these Sapphire VIII gems, only for their advantage to be lost as the result of this Premium Event. After much deliberation, we're happy to announce that our team has implemented the following changes to restore the balance within our realms.
As of 9/22, we have removed all Sapphire Gem VIIIs in excess of 2, that were acquired from the Galadriel's Premium Event during the affected time period. As these Gems were acquired through an inadvertent drop rate, we do believe that this was the best course of action to take.
We sincerely apologize for any inconveniences or confusion that this matter has caused.
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 9, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response for the following reason as although kabam has stated that they have removed these additional gems this is not the case at all. Speaking from my own experience I have spoken to several players within my alliances and others who have confirmed that they have not had these items removed. This issue has caused a huge imbalance within the game and I will not be satisfied with anything less than the 500 taurials tokens I have requested to be added to my account. Kabam has offered a flawed solution in that they have stated they will remove these gems and this hasn't happened. In fact I would go so far as to refer you to your own community forum where players have stated the exact same thing. I have spent a lot of money in mithril to acquire an advantage and your mistake has completely devalued the money I have spent to gain this. It is unacceptable and for a global company such as yourself to make such a gross error is embarrassing. As stated I am asking for items to be applied to my account so that I can continue to enjoy playing your game and try to gain back the advantage which you forfeited with your mistake. Unlike others who have gone directly to iTunes and google play to seek large refunds. Please respect this sign of good faith on my part and do the right thing based on my individual circumstances. I have several email responses and screenshots from the forum and would appreciate that this request is dealt with in a timely fashion.
Hi [redacted]
I noticed after submitting my response that you have asked for a middle ground solution and would like to add that the request I have made already represents this. As stated I used easily 700/800 taurials tokens so the amount I have asked for already represents less than what I used within the game to get this rare item. Not sure if you are able to add this to my response on my behalf but I would appreciate your assistance in this matter.
Kind regards
[redacted]
Final Business Response /* (4000, 13, 2015/10/17) */
Hello [redacted],
Thank you for the update. Although we did experience some issues with the initial removal of these Sapphire Gems, we would like to assure you that this matter has been resolved since our last correspondence.
We do realize how frustrating this issue may have been for you, and we would like to offer our sincerest apologies for any inconvenience that this may have caused. While any imbalances caused by this issue should now be addressed, we have provided your account with some Tauriel's Mini Marvels as an accommodation for your troubles. We hope that you find these items helpful in your adventures.
Best regards,
Kabam Support
Final Consumer Response /* (4200, 16, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the businesses response as they are claiming there was an initial issue removing these gems which has now been resolved. However this is not the case as I myself still have the gems that have supposedly been removed. This does not fill me with confidence that kabam have taken this issue seriously as if they have not removed the items from my account I am certain that other players will have these items. I have spoken to several players on the server and they have also confirmed that these items have not been removed.
They are offering me a few taurials chests with a chance at winning between 4-200 tokens well the likelihood of me winning the top prize and being in a position to regain the advantage I lost due to their error is a million to one. This is just another example of how kabam is trying to damage their relationship with their customers. I used easily 700 tokens for an advantage which represented weeks/months of spending to acquire the tokens all for this to occur. If kabam are not happy to grant me the 500 tokens I have requested I would think that they would meet me in the middle and offer me 250 tokens as a gesture of goodwill. I am really not very happy and I will not be spending money within the game again going forward as I can see now that the after care and customer service is not up to standard as I feel like I am fighting over a reasonable requested only to come up against a brick wall time and time again.
What you have offered is ridiculous based on what I have spent and used to gain an advantage. Please take my complaint seriously and provide me with a serious resolution.

Hello,Thank you for contacting Kabam Support. We understand that you have you experienced delays or other issues regarding being unable to parry or evade within Marvel: Contest of Champions as well as other concerns surrounding general delays in-game. We apologize for any inconvenience these...

problems have caused.To start, we would like to explain that we have a retry system within Marvel: Contest of Champions, but this system also acts as a measure against exploitation of battles through closing the game during battle. The system will allow one battle per hour to be reconnected to without changes, as we understand that sometimes there may be unintended problems which cause the game to close. Beyond this, if a disconnect from the game occurs than the game will automatically change the champion which was fighting at that time to half health or below. If you are noticing a lot of instances where your champion's health is reduced to half, then it is likely that disconnects are occurring on the network your device is connected to.Additionally, please know that if you have experienced lag or delays within the game which may have also affected other timing related effects of combat such as parry, then it is likely a local issue is occurring for the device or the install of the game on the device.To ensure this isn't the case, we first recommend completing all of the steps listed in the troubleshooting provided below depending on which type of device the problems are occurring for (Android or iOS):[redacted]We are always working to improve the performance of Marvel: Contest of Champions and we will continue to release these improvements in future updates.We hope that this troubleshooting material is helpful for you, and if you would like any further assistance or if you have any questions or concerns please feel free to write into our Support directly as we are always happy to help.Best regards,Kabam Support

Initial Business Response /* (1000, 5, 2016/01/22) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any frustration that this matter has caused. To help provide some additional context though we do understand mistakes happen the...

Crystal you purchased was used. If the Crystal still remained opened on your account we would have been able to reverse the transaction, however, in this case since the Crystal was opened reversing the transaction is no longer possible. In the future we suggest not opening the Crystal or using the item you accidentally purchased as this allows for us to properly resolve your concern.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kabam had multiple offers to exchange the product - crystal in question - and refused outright. I have enclosed the emails for evidence. Furthermore, as further crystals are obtained, it is impossible to open them individually - one has to open them as a group. Moreover, this is exactly the action that Kabam said they could not do initially. Thus, Kabam is contradicting what they are capable of doing and blaming the customer for their fraudulent and deceptive business practices.
Hello [redacted],
I appreciate your message.
In your email you have continuously refer to units as "the items that are allocated to a players account".
This is erroneous and misleading. Units are known as in-game currency and reflect real-life currency, ie dollars. I am asking for the currency to be returned and reimbursed. You may take back item I did not intend to buy with this currency.
As I have stated, your pop-up advertisement is designed to surprise the user and takes advantage of actions the user is in the midst of. Thus, this action on your part is unethical and deceitful. I would agree with your stance, if I had gone to your store, selected the item I wished to purchase and make the intentional selection myself. However, I did not. I was in the middle of another action and your pop-up took advantage of this.
This is the fourth email I have sent you and have taken considerable time to explain my situation.
I appreciate you forwarding a message to the developers regarding a warning and confirmation screen. As this confirmation screen already exists in multiple parts of your game - why is it not present already? One can only assume that this is because your company you represent has no financial interest to do so and is profiting from this unethical and deceitful behaviour.
[redacted], as the customer representative, the only recourse one has is to appeal to you.
In my prior experience with your support and helping to isolate a bug in-game, I had nothing to suggest that support would be unwilling to handle satisfactorily an issue with money or in-game currency. Obviously, this isn't the case now that this issue involves money.
I have been involved with the development of games myself prior to my current career, some of which you may recognize by the names of Homeworld 2 and Counterstrike. I realize support and development is difficult and I appreciate your side of the situation.
Since you are unwilling or unable to do so, I am forwarding these emails to the Revdex.com and reporting your company for unethical behaviour.
Thank you for your consideration.
Sincerely,
[redacted]
From: [redacted]@salesforce.com on behalf of Kabam Support
Sent: January 20, XXXX XX:XX PM
To: [redacted]@hotmail.com
Subject: Misclick - used units for 3star crystal ref:_[redacted]

Hello Again,
Thank you for following up with me again. I can certainly relate to your frustrations regarding this accidental purchase that you have made.Please understand that we at the support team will not be able to retrieve the items that are allocated to a players account and as discussed in the previous I have relayed your feedback to the game team, to add a confirmation button to these pop-ups so that this does not happen again with any of our players.I assure you that your business and satisfaction with our games are both important to us and apologize that we were unable to reach a solution that you find acceptable.
Please know that we always try to be very fair in everything that we do and providing anything extra, in this case, would go beyond that. The support request will now be closed.
Should anything else come up please feel free to open up another ticket.
Regards,
[redacted]
Kabam Support
Hi [redacted],
Thank you for your consideration and I appreciate your thoughtful gesture.
I reckon I haven't explained my side clearly. Your pop-up advertisements are coming up at inopportune times without warning, and without a confirmation note, such that already exists in the game, your game is using up in-game currency which has a monetary value.
The item in question has not been used, and is still present. Could you not remove it and credit me the units used?
In any store or purchase situation, a reasonable return policy would be expected. A support ticket was placed immediately at the time and the items obtained were never used. Surely, this is acting in good faith?
When you wrote, "Please understand that the requested items are of high value and allocating them to any players account would not be fairer to all the other players across the Globe." I do not understand how this pertains to the issue at hand.
I am asking you to remove the 3 Star Crystal from my inventory and credit the 400 units. If this really cannot be done, could some portion of the units be credited and/or the carbonadium core (for which I had been saving for) be credited instead?
Thank you for your patience and looking into my situation. I understand you must have many requests like this daily.
Sincerely,
[redacted]
From: [redacted]@salesforce.com on behalf of Kabam Support
Sent: January 19, XXXX XX:XX AM
To: [redacted]@hotmail.com
Subject: Misclick - used units for 3star crystal ref:_[redacted]

Hi Again!
Thank you for getting back to me. I can certainly understand the frustration that you are experiencing in this issue. I'm really sorry this happened to you.I have relayed your feedback to the game team regarding adding a confirmation add-on to this pop up.Please understand that we at the Support team have a strict guidelines regarding the allocation that can be provided to our players.
With that being said, I would like to inform you that we will not be able to recover any changes that are committed from the Players side.Please understand that the requested items are of high value and allocating them to any players account would not be fairer to all the other players across the Globe.We always try not to interfere in the general game play to maintain the fairness in the Game.
I understand that this does not address your issue directly,Though I am unable to make any retroactive changes to the game, I can empathize with your situation and do want to help as much as possible.For that reason, please find that I have gone ahead to grant the following to your inventory as a special courtesy to you:
- 3 Arena crystals.
Thank you for your understanding in this matter. Should you have any further questions, please feel free to write back to us and we will be more than happy to assist you.

Regards,

[redacted]
Kabam Support
Hi [redacted],
Thank you for your response.
I feel that this response is unacceptable as this is a purchase caused by an error due to your mechanism in-game, a pop-up advertisement without warning designed to cause the user to click on it. This is no different from the malware advertisement pop-ups on the internet such as fake news websites and internet [redacted] websites. Surely, this isn't the type of ethical behaviour your company, Kabam, condones?
This is a purchase worth $17.50 which is half of your $35.00 bundle for 850 units. In any situation where a monetary transaction occurs or an equivalent, there is an option to cancel.
Due to your pop-up advertisement which I never requested, at a time most likely strategically determined to interfere with my normal actions, this error occurred.
Surely you can reverse the issue and / or credit my account with the 400 units in question?
I appreciate your collaboration and assistance.
Thank you.
Sincerely,
[redacted]
From: [redacted]@salesforce.com on behalf of Kabam Support
Sent: January 18, XXXX X:XX PM
To: [redacted]@hotmail.com
Subject: Misclick - used units for 3star crystal [redacted]

Hello there,

Thank you for contacting Kabam Support my name is [redacted] and I will assisting you today.
I understand that you accidentally bought 3-star crystal package for 400 units on 18/01/2016, 06:25:16( in game time) . I am really sorry that this happened to you.

Please understand that we at the support team do not have an option to undo the actions that are performed from the player's end. I regret to inform you that we will not be able to retrieve the units back to your account.

On that note, I would like to inform you that I have relayed your concern to the game team and requested them to add a confirmation button on in this page so that this does not happen again to any other player in the Game.I apologize for any inconvenience and frustration that this issue might have caused to you.
Thank you for your understanding i
Final Business Response /* (4000, 9, 2016/02/01) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for how your previous correspondences were addressed as your previous agent should have reversed the transaction if the Crystal was still present in your inventory, and we also wanted to let you know that we will be reaching out to the agent to ensure that this does not occur again. We did also want to mention that players do have the option of opening Crystals one at a time, and are not forced into opening them all at once, however, this process does take additional time, and we completely understand in this instance why you would not have chosen to do so. On that note we have provided the 400 Units to your account with an additional 200 as a showing of good faith for your previous correspondences.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Final Consumer Response /* (2000, 11, 2016/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your understanding of the situation.

Initial Business Response /* (1000, 5, 2015/11/17) */
Hello [redacted],
Thank you for taking the time to submit this case to us. If we understand correctly, you have some concerns related to a considerable loss of troops due to your Hero becoming unassigned, and we will be glad to address this...

issue.
First, we would like to apologize for any inconvenience that this may have caused. We certainly understand how frustrating it may have been to suffer such a considerable loss of might, only to receive a resolution that is less than favorable from our Support Team. Rest assured, however, that your concerns are very important to us, and we will do our best to ensure that this matter is properly addressed.
While the majority of "Hero Unassigned" cases are typically due to insufficient gold, we do realize that you may have had a considerable amount of gold present in your city during the time of these attacks. We will be investigating this matter to determine what may have occurred, and rest assured that should any discrepancy be found, it will surely be addressed in a future update!
In the meantime, as an accommodation for your troubles, we have provided a partial restoration of the troops lost during these attacks to your first city. You may need to perform a "Force App Refresh" in order to see this change. We thank you for your patience and understanding! Should you have any other questions or concerns, please feel free to let us know and we will be glad to help!
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
What does a partial restoration mean to you? You could have given me ONE Battering Ram or 80 Million both of those are partial Restorations To the amount of troops I Lost. WAY TO BE CRYPTIC!......................

Hello,Thank you for taking the time to get back in touch with us.As mentioned previously the temporary removal of the Gifting feature was done to ensure the integrity of the game, and it affected each and every community member. Though we empathize with your frustration, allocating compensation to only your account and not the entire community is beyond the scope of what we can provide. As for your other concern we are not sure where the confusion is coming from, but in your previous correspondence with us you were notified that the Units were not missing, but instead were donated to your [redacted]. Due to the fact that players have to go through several in game prompts in order to donate Units, and the fact that the [redacted] was able to use the resources that were donated allocating them back to your account was beyond the scope of what we could providing in that situation. Thanks again for taking the time out of your day to contact us and hope that you have a great rest of your week. Regards,Kabam Support

Initial Business Response /* (1000, 5, 2015/09/09) */
Hello [redacted],
Thank you for contacting us regarding your concern with the suspension of your account. We have reviewed the suspension with the Realm of the Mad God Team and have come to the decision to unlock the account. It has been expressed...

that, because there are previous violations on the account, any further violations can result in a permanent suspension. For future reference you can review Kabam's Terms of Service here:
https://www.kabam.com/corporate/terms-of-service/
Thank you for your inquiry and patience in this matter.
Kabam Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will graciously accept this response! This is exactly what I was hoping for. I'm very glad that Kabam decided to respond to this case and in such a satisfactory manner.

Complaint: [redacted]I am rejecting this response because:Your company has provided no proof of your accusations and your response is an automated email. I request that you immediately unban my account or refund all the money I have invested into the account. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/21) */
Hello,
Thank you for taking the time to submit this to case to us.
We would first like to apologize for any confusion, or frustration that this matter may have caused. Upon reviewing the results for the Heavy Ordnance Arena you are...

referring to it was determined that players were exploiting the game by use of third party software, and action was taken against these players to maintain a clean, and fair environment.
On that note any players that would have otherwise qualified for the 4 Star War Machine were provided the 4 Star War Machine within 24 hours of the event ending. Regrettably after reviewing your account it does not appear that you qualified for the 4 Star War Machine. Due to the fact it would be unfair to the community as a whole to provide your account with the 4 Star War Machine when you did not qualify doing so is beyond the scope of what we can provide in this situation.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 8, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have to explain the pictures that I have given to them and to this website.
The have been trying to avoid as to why my teammate was able to get the rewards corresponding to top 40 finish, when his initial ranking is at 454.
Final Business Response /* (4000, 11, 2015/09/08) */
Hello,
Thank you for taking the time to reach out to us once again.
We would like to once again apologize for any confusion that this matter may have caused. To provide you with additional context we are unable to provide any information regarding which accounts were actioned due to our privacy policy. Additionally, we are unable to discuss the details of your Alliance member's account due to our privacy policy as well. We take the privacy, and safety of our players very seriously, and we are unable to provide any information that could compromise are policy, and player safety.
With that being said although we are unable to provide the adjusted Arena results for this reason, nor are we able to discuss the discrepancy you, and your Alliance member experienced we have double checked, and verified that your account was not eligible to receive any adjusted, or additional rewards from the War Machine Arena. We understand that this was not the response that you were hoping to receive in your correspondence with us, however, providing any additional rewards to your account for this matter is beyond the scope of what we can provide in this situation.
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week.
Regards,
Kabam Support

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