Kabam

Hello,Thank you for taking the time to submit this to case to us.We would first like to apologize for any frustration that these crashing instances may have causedTo help provide context after the release of we began receiving increased reports of performance issuesAfter investigating we discovered an issue within our game engine that was causing issues with players devicesWe went to work resolving these issues as soon as possible, however, in order to release large updates such as this we must get both [redacted] and [redacted] permission, and collaborate with them on a time frameThis generally takes a bit of time, and the soonest we could have the resolution available to players was the release of We understood that this was a large pain point for the community, and want to assure you that we did all we could to resolve it as soon as possible.With that being said we did want to mention that allocating compensation individually for crashing or freezing issues is beyond the scope of what we can provideWe 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 our intention, but we hope that this information has been helpful regardlessWe appreciate you taking the time out of your day to contact us and hope that you have a great rest of your weekRegards,Kabam Support

Greetings,Thanks again for getting in touch with us and we hope you are having a wonderful day thus farAs mentioned previously we show two graphics detailing exactly what players can expect to receive; for this bundle, you will receive a purchase bonus of Units along with Units for every day you log in (for a total of 2550)Additionally, we clarify that the offer is three times the value of the original offer in the advertisementDue to this allocating a refund to your account or any additional Units is beyond the scope of what we can provide in this situationWe 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 regardlessThanks again for reaching out to us and providing your thoughts on the monthly card graphic; this is feedback we will be taking into consideration when creating future promotions and offersWe do hope you have a wonderful rest of your day and wish you the best of luck in the Contest!Regards,Kabam Support

Complaint: [redacted] I am rejecting this response because: it is an Automated canned respond, there is no real customer services personal involveAlso there is no evidence of their claim See my attachment files, one is with a real person name and one is without, therefore, it is of the same automated canned respondI have seenThe one with a proper person name signed is a real proper respond in the past when I make a complaint at which time my account was active When the complaint is look into it, kabam actually will have a real personal name on the corresponding, in this case, it is not look into it, it is an automated canned respond from the system Hence, I do not accept and I want evidence of their claim, or I want all my money that I invested in this game refunded back.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: for the same reason I rejected the prior message from ***The issue is not resolved, the people working for [redacted] and technical support have told me the same thing including instructions times and so far, no resolutionI have asked specific questions regarding my file and the technicians either ignore them or do not actually read my responsesUntil my issue is resolved so I am able to play the game and; as this has been ongoing for in excess of month, I further expect compensation from [redacted] including all prizes my alliance has won since I was locked out, all daily lprizes as well as game currency in a significant amountI don't understand why [redacted] think I should accept this only because they are working with meSincerely, [redacted]

Hello,Thank you again for writing to us.We took a look over your recent reply, and please know that after speaking with our Development Team again, we have confirmed that there have been zero server side-breaches which would help to explain the breach of your account information.Thus, if you are continuing to experience account compromises after the changes we made, this suggests that your account information has again been compromised due to one or more of the aforementioned potential risks associated with security of the login information.Please understand that our removal of your associated accounts is not indicative of a server-side breachWe will help to remove associated accounts for any player who wants to secure their account, and so this would be a step we take regardless of why we think the account is compromised.Please also understand that we do not have the ability to transfer progress between accounts or clone accounts, and thus it would not be possible for a new account to be created with respect to your current account progressIn this case, you will need to continue to use this account if you wish to have access to your game progress We highly recommend ensuring that the aforementioned risks are addressed, so that the security of your current login information is assuredWe also recommend updating your Kabam account password, as this should help to keep other devices outside of the account without being aware of the new password Please know that we have provided the most assistance we can provide for losses due to a compromise of the accountHowever, if you have further concerns about your account's security please feel free to write in to Kabam Support again, and we will be happy to help you furtherThank you very much for your patience and understanding with us Best regards, Kabam Support

Hello Josh, Thank you again for reaching out to share your concerns issues in the game and the service you've receivedWe're reviewed this case and your previous case history, and appreciate you taking the time to share your feedback about your experiencesWe are always looking to improve the service we provide to our playersCurrently, we are unable to verify any known performance-related issues on the server that would result in issues with latency in the gameWe must confirm that the issues you've mentioned appear to be related to the device you are using or the install of the game on the deviceIn these cases, we would recommend that if troubleshooting does not help, you should attempt to access the game using a fresh install or another deviceIn this case, the troubleshooting steps we provided is the most technical assistance we can provide hereAs such, you should be able to contact our Support directly in the game and we'll be more than happy to continue working with you thereThanks again for playing Marvel Contest of Champions, and we hope you have a good rest of your weekendBest, Kabam Support

Hello,Thank you for taking the time to submit this to case to us.We would first like to apologize for any frustration that these instances may have caused youAs you may know after the update we received a large amount of reports that the combat mechanics felt off for our playersAs soon as this was brought to our attention we quickly began working on a solution for you and the rest of the communityUnfortunately, did not resolve these issues as much as we had hoped, however, with our release we are excited to report that we have been able to resolve nearly all of the inconsistencies with evading and blockingHowever, we do completely understand that improving every player's experience within The Contest is never truly finished, and we would have it no other wayWith that in mind we have some really exciting improvements in and are confident they will continue to strengthen how the combat mechanics feel With that being said allocating any individual items or resources to your account is beyond the scope of what we can provide in this situationWe 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 We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your weekRegards,Kabam Support

Initial Business Response / [redacted] (1000, 7, 2015/09/29) */ Greetings, Thank you for taking the time to submit this case to usWe 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 EventAfter 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 periodAs 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 / [redacted] (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 allSpeaking 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 removedThis issue has caused a huge imbalance within the game and I will not be satisfied with anything less than the taurials tokens I have requested to be added to my accountKabam has offered a flawed solution in that they have stated they will remove these gems and this hasn't happenedIn fact I would go so far as to refer you to your own community forum where players have stated the exact same thingI 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 thisIt is unacceptable and for a global company such as yourself to make such a gross error is embarrassingAs 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 mistakeUnlike others who have gone directly to iTunes and google play to seek large refundsPlease respect this sign of good faith on my part and do the right thing based on my individual circumstancesI 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 thisAs stated I used easily 700/taurials tokens so the amount I have asked for already represents less than what I used within the game to get this rare itemNot 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 / [redacted] (4000, 13, 2015/10/17) */ Hello [redacted] , Thank you for the updateAlthough 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 causedWhile 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 troublesWe hope that you find these items helpful in your adventures Best regards, Kabam Support Final Consumer Response / [redacted] (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 resolvedHowever this is not the case as I myself still have the gems that have supposedly been removedThis 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 itemsI 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-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 oneThis is just another example of how kabam is trying to damage their relationship with their customersI used easily tokens for an advantage which represented weeks/months of spending to acquire the tokens all for this to occurIf kabam are not happy to grant me the tokens I have requested I would think that they would meet me in the middle and offer me tokens as a gesture of goodwillI 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 advantagePlease take my complaint seriously and provide me with a serious resolution

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Hello ***, Thank you for contacting us regarding your concern with the suspension of your accountWe have reviewed the suspension with the Realm of the Mad God Team and have come to the decision to unlock the accountIt has been expressed that, because there are previous violations on the account, any further violations can result in a permanent suspensionFor 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 / [redacted] (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 forI'm very glad that Kabam decided to respond to this case and in such a satisfactory manner

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Hello, Thank you for taking the time to submit this to case to us We would first like to begin by apologizing for any frustration this matter has causedAfter reviewing your previous correspondences with our Support Team I wanted to let you know that how these cases were resolved are unexceptionable, and we will be discussing the matter with the agents involved to ensure that this does not occur again in the futureOn that note after final review of your account we will be providing a Star Storm as a showing of good faith for the confusion, and frustration we caused on our end We understand that you have also requested an additional 1,Units as compensation for the Mercenary Crystals you purchased in an attempt to obtain a [redacted] Mutant ChampionAfter reviewing the situation we have determined that allocating the Units to your account for this situation is beyond the scope of what we can provideThis is due to the fact that the Crystals were purchased, used, and the contents were provided to your account, and it would be unfair to the rest of the community to provide the Units after the Crystals had been used successfully 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 / [redacted] (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for providing the stormThe resolution is appreciated (it truly is)Despite my sincere appreciation, the fact is that this should have been resolved when it happened over a month agoSince then, lots of ISO and units went to waste BECAUSE OF YOUR STAFF'S LACK OF RESPONSEI wasted lots of units to try to get a Mutant 4*, which wouldn't have been needed if properly resolvedThe items were applied to the account, but NO useful characters were found in those crystals, again making it a waste due to your staff's errorThis forced me to make another unit purchase to make up for almost of those units Despite this all being related to your staff's error, I am willing to meet you in the middle on this part of the compensationFirst, I will not worry about any of the wasted ISOIn regards to the units, I see possible solutions to meet in the middle 1) Refund the $I spent on units to make up for not having units purchased for a [redacted] offerThis purchase wouldn't have been needed if Storm was received in a timely manner because I would still have units available from unnecessary mercenary crystal purchase 2) Provide units compromise to make up for partial of wasted units 3) Provide gold shardsI missed a [redacted] crystal purchase because of the units wasted on mercenary crystals in attempt for MutantThe units would have been equal to gold shards worth of a [redacted] purchaseI do not expect an entire [redacted] crystal to make up for this, but this is the exact equivalent, 3/of a shard crystal I hope one of these compromises works for you to fix this mistakeThank you Final Business Response / [redacted] (4000, 9, 2015/10/16) */ Hello, Thank you for taking the time to reach back out to us We are glad to hear that the Star Storm has made it to your account, and you are happy to see her among your rosterWe have once again reviewed your requests, and though we do believe the Mercenary Crystals purchased still held value despite your situation, we have gone ahead and allocated the Units to your account as a showing of good faithWe do sincerely appreciate you working with us to resolve this matter and and hope that you have a great rest of your week Regards, Kabam Support Final Consumer Response / [redacted] (2000, 11, 2015/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am closing this case because I agreed to meet in the middle and you have done so To be honest, I am still very frustrated with your companyThe game is so competitive that it requires a balance and that balance has been disturbed by glitches that were not properly fixedI have seen newer players double their roster and it go unfixedRemoving the stars was not enough, because now there is an imbalance of stars out their too that have made arena more difficultOn top of this, there are constant technical issues that impact game play latelyI have contacted customer support about this without any assistanceEvery time I contact customer support for an issue, my tickets are closed without resolutionI have had alliance members reach out for the same reason and have been compensated, while I am ignoredIt all depends on whether you get the right person on the support team, and it should not work that wayThis Revdex.com case is a perfect exampleI am closing this Revdex.com complaint, but please review and assist with my other issues too, especially the ones that were wrongly closed Thank you

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

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 situationWe 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 gameWe have made great strides in improving performance, and are confident that will continue this trendAgain 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 weekRegards,Kabam Support