KIXEYE

Initial Business Response /* (1000, 6, 2015/12/12) */
Hi [redacted],
Thanks for taking the time to write in! I'm sorry you experienced performance issues during this time period. I have read your ticket and we are unable to offer a prize due to performance issues, as previously stated. If you...

encounter further performance issues, you are welcome to submit a ticket and we'll be happy to assist you further. Thank you for understanding, [redacted]!
Initial Consumer Rebuttal /* (3000, 8, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding! I appreciate your position in this matter. The techs I worked with on your end were not able to determine that there was an issue with my system. My internet connection was tested and told that it was great and then I was told to clear my Unity cache. The Unity website claims that their system deletes old data so this was most likely not the case as the cache filled up rather quickly once cleared. I believe that this issue occurred on your end and a representative of Kixeye has yet to deny this. I know others have had this issue as I have asked and provided this information already. Furthermore, Kixeye has been releasing several updates shortly before this incident and throughout this dispute. I have spent money in November on your product and it appears to be faulty. You have not yet been able to correct this issue in my eyes. I wanted the ship as compensation since I participated in your event and was not able to complete it because of your system glitch. However, it appears that I should just request my money back since your product has faults and I would rather spend my money elsewhere then. I appreciate your response, thank you.
Final Business Response /* (4000, 10, 2015/12/22) */
You're welcome [redacted],
Keep in mind that KIXEYE does not offer refunds on services delivered, as outlined by the Terms of Service. (www.kixeye.com/help/tos)
Final Consumer Response /* (4200, 12, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your stance but do still believe you could have done more for your customers in helping better resolve issues like this. I cannot accept a business proposed resolution as no resolution is being offered by Kixeye and I still believe the company has yet to make things right. I do not even have a guarantee that this issue has been fixed and will not happen in the future. These type of business practices make my friends and me very uneasy doing any future business transactions with Kixeye.

Initial Business Response /* (1000, 5, 2015/12/04) */
Hi [redacted],
We only ban players that we have clear evidence of breaking our Terms of Service. While players may report anyone they believe is cheating, we have strong tools in place to track user activities and identify wether a player is...

cheating or playing the game as intended. Players that do not break the Terms of Service should have nothing to worry about.
If you have not already done so, please submit a ticket to support so we can look further into the nature of your account's suspension.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
after I paid the money that I had purchase and I have credit card proof that I paid 200.00 dollars and it seem kixeye has cheated me 2 times I have worked very very [redacted] the game it not fair I really have worked so [redacted] the game that ya banned me for no reason I wasnt cheating at all
Final Business Response /* (4000, 9, 2015/12/16) */
HI [redacted],
Please send in a ticket about this issue if you have not already done so. Out tools are powerful and we do not ban unless we've found evidence of cheating. If you would like to start the appeals process, you will need to send in a ticket.
Final Consumer Response /* (4200, 11, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
look I am not cheating they are causing this isuues and more then 5,000 has been banned for no reason
I spend almost 1,000 dollars plus for the game it seem they are doing I want this matter to be fixed or I will take there azz to court I also have 5 witness

Initial Business Response /* (1000, 5, 2015/05/19) */
Hello [redacted],
I took a look through your old tickets and you were responded to as fast as anyone else. We generally try to respond within 36 hours but this can occasionally be longer depending on various circumstances. Very often I see that we...

ask questions to clarify things or to provide you more direct assistance and you do not respond. In cases like this we can not assist without the requested information. If you still have unresolved issues please let us know in a ticket and be as detailed as possible so we can get right to helping.
As for the forums, that is handled by our community management team and not customer support. Generally even well intentioned negative/criticism threads devolve rapidly and become VERY toxic for the community. If you have specific issues with the game, the forums, or how a specific thread was handled please contact our Community Managers directly.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response time to tickets has slipped yet you say it was as fast as others. This is not a matter of response time being the same as others. It is a matter of customer support lacking. I used to recieve responses within a day or 2 at the most and now it is taking 5 days, and in certain situations a decision needs to be made almost immediately. And I understand not to add to a ticket because it will be put to "the back of the line". Kixeye is showing total disregard for its customers considering the time it takes for a response from customer service, and as for something being toxic to the community I would like ot know how toxic it is to the community when someone may not even criticise something. It suggests to the community that it is Kixeyes way or the highway and who in their right mind would want to deal with a business that carries an attitude like that?
Final Business Response /* (4000, 9, 2015/05/27) */
Hi [redacted],
It is not uncommon for support services to take a couple of days to respond to customer inquiries. Likewise, as mentioned, we've sent numerous replies, asking for more information without response.
Again, if you have a complaint as to what was posted on the forums or general forum rules, please contact a CM and they will be more than happy to explain. We try to keep feedback on the forums constructive and the discussion positive in nature. If you'd like to negatively criticize KIXEYE in a way that doesn't facilitate a productive discussion, there are many opportunities for engagement with our community outside of the forums that we run.

Initial Business Response /* (1000, 5, 2015/11/12) */
Hi [redacted],
I'm sorry to hear of your troubles. We are unable to offer cash refunds, as all in-game sales are final. However, we will be happy to discuss this further with you if you submit a ticket to us.

Complaint: [redacted]I am rejecting this response because: there was no evidence of base 3.74million having any cheat help from others yes. the cheated base had proof sent with it only for kixeye to claim it was a legit base and has since become a level 77 over night. and still not banned with more proof of the other base being used to help kixeye find all hack sites but they choose to ignore and accuse the wrong base of suspected cheating. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/26) */
Hello [redacted],
Please excuse the oversight, your ability to contact Support was removed prematurely.
Fair Play discovered clear evidence of cheat codes being posted in your game and we have permanently suspended your account. I have...

reviewed the reasons for your suspension and confirmed they are accurate. While I understand your desire to know the specific evidence Fair Play found, it is neither or policy nor our obligation to disclose that information.
We do not tolerate cheating of any kind in Battle Pirates this is detailed in our Terms of Service, which you agreed to when you installed the game. You are welcome to review these Terms here: https://www.kixeye.com/help/tos
Note that players are responsible for their own account security. If someone else gains access to a game and cheats on it, the original account holder bears the consequences.
We are also unable to offer refunds. As detailed in the above Terms, all gold sales are final.
As the ban for cheating is valid this account will remain closed.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/05/27) */
HI [redacted],
When reverting a base, we make it very clear to players what will happen and what to expect. We made those losses apparent to you in December and credited the gold that you spent in the time between the revert and the...

reversion date. We also upgraded hulls for you and provided additional uranium to cover the losses. You accepted the offer to revert your base after all of this was explained. As such, there's nothing more that we can offer you at this time.
Moving forward, please note that per our Terms of Service (https://www.kixeye.com/help/tos) we are currently unable to offer refunds for purchases or transactions rendered in Battle Pirates.

Initial Business Response /* (1000, 7, 2015/08/05) */
Hi [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and...

verifiable violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account.
That said, if you are able to send in a ticket to us, we may be able to help with the unbanning process. You mentioned not being able to send on to us. What seems to be the problem when you try to submit a ticket?
Initial Consumer Rebuttal /* (3000, 9, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello there customer support I do agree with you that you have to clamp down on cheating but the thing is I actually haven't cheated unless buying ingame currency is cheating then I'm guilty of that
Sincerely [redacted]
Final Business Response /* (4000, 11, 2015/08/12) */
Hi [redacted],
Upon further investigation into this matter, we've decided to unban your account and have reverted any cheated units back to level 1. Please consider sending in a ticket to our Customer Support department regarding this or any additional issues you have with our games. https://www.kixeye.com/support

Initial Business Response /* (1000, 5, 2015/06/09) */
Hello [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and...

verifiable violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods.
The terms of the reset you were offered are not negotiable. We are not obligated to offer you any sort of terms to unsuspend your account but we chose to offer because you have been a valued customer. However, because you were cheating, I am not able to provide you with more than you were offered. All further discussion will need to take place in your support ticket.
Finally, please note that at no time are refunds offered for any purchases or transactions rendered in Battle Pirates per our Terms of Service agreement, even in the case of permanent suspension.

Initial Business Response /* (1000, 5, 2015/09/02) */
Hello [redacted],
I have reviewed your account and while there was very clear signs of cheating, there were no signs of a compromised account. If we check the account and cheating is found, we take action. All actions taken are for clear and...

verifiable violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by the banning of your account. We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods. This decision is final and we will not be lifting this suspension.
Please note that at no time are refunds offered for any purchases or transactions rendered in War Commander per our Terms of Service agreement, even in the case of permanent suspension.
Finally, if there is any legal action taken all further communication, even new issues, will need to take place between your legal counsel and ours.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)


Hi [redacted],

Your account was recently logged into from a new browser or device. Was this you?

New Login



August 29, 2015 at 12:03pm



Near [redacted], United States



Chrome on Windows
Here is proof it wasnt me I live in [redacted]
Ill accept a half way agreement of a game reset to August 28th XXXX X day before what ever happened
Final Business Response /* (4000, 9, 2015/09/07) */
Hi [redacted],
Please note that you are still responsible for your account security and KIXEYE is under no liability for any third party websites you visit or who you give your passwords [redacted] That said, we can help you secure your account and would be happy to do this if you send in a ticket to us here: https://www.kixeye.com/support
Final Consumer Response /* (4200, 12, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are having issue trying to auto connect you, please login on KIXEYE.com first.
Or, continue to the HelpCenter. the company page is locked or has blocked me how can I communicate with kixeye they need to unlock my account or maybe contact me at [redacted]@yahoo.com my kixeye account is XXXXX I have been a customer for over 5 years and spent money with them at least they can do is give me 1 chance

Initial Business Response /* (1000, 5, 2015/07/04) */
Hi [redacted],
Thanks for the feedback regarding Battle Pirates. We're always happy to hear suggestions and will pass [redacted] on to the game team. However, the place for feedback is either via a support ticket or on our forums. You can reach the...

forums here: http://www.kixeye.com/forum
If you are having trouble after hitting 50, there are many strategies and tips you can find through the forums as well. Joining an alliance is a great way to protect yourself. But Battle Pirates is designed as a free to play game and many top level players play without using gold. Many players design their fleets and bases to reduce their repair times and save time between repairs.
Again, if you have feedback or questions, please contact us via tickets and we'd be happy to work with you. You can always open a ticket here: helpcenter.kixeye.com

Initial Business Response /* (1000, 5, 2015/07/17) */
Hi [redacted],
When Fairplay receives a report, a real agent investigates and only takes action based on their findings. Using powerful tools that can evaluate player activity, they can determine wether this activity is as intended for the game or...

if it breaches the Terms of Service.
If you are unable to open a ticket with us about this, please pass [redacted] your User ID and I can look further into this ban.

Initial Business Response /* (1000, 5, 2015/11/12) */
Hi [redacted],
I'm sorry to hear about your reset. We no longer support or release content for Backyard Monsters, but you are more than welcome to play our other games. Also, we are unable to offer refunds, as all in-game sales are final. Thank...

you for understanding.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased several hundred dollars in credit for myself and friends, the company has run off with my money
Final Business Response /* (4000, 10, 2015/11/29) */
Hi [redacted],
Thank you for your reply. Again, we are unable to offer refunds, as all gold sales are final (per our Terms of Service, https://www.kixeye.com/help/tos). If you wish to do a chargeback on your credit card you are at liberty to do so.
Final Consumer Response /* (4200, 12, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
kixeye did not exist when I put money in the game, I expect the game to retain my hundreds of dollars and hundreds of hours of time invested. The game has not been fixed, I have received no assistance, I have received zero compensation.

Initial Business Response /* (1000, 5, 2015/10/09) */
Hi [redacted],
I'm sorry it has taken so long to resolve the issues that occurred after the update a few weeks ago. As you can imagine, many players wrote in about that and such high volume can impact how quickly support can respond and possible...

hiccups in the system might have seen some tickets get confused or missed. I'd like to help you get your base back up to speed and the best way to do that is to know your User ID. If any of your previously submitted tickets on the matter are still open, I could also use the ticket number to better assist with this and get you back to commanding your army!

Initial Business Response /* (1000, 7, 2015/08/03) */
Hi [redacted],
The game team prioritizes new content and engaging players to continue to play as well as fix existing bugs. This doesn't happen over night and some of the longstanding issues are quite complex and take numerous resources. Some of...

these resources are time and manpower that we don't have during the course of keeping the game engaging and sustainable for long term players. I understand the frustration this can cause and we're happy to listen to feedback, on the matter, but per our terms of service,at no time are refunds offered for any purchases or transactions rendered in War Commander.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see with their response it is more of the same. This company shouldn't be allowed to take money form people. They just put a notice out stating if you don't spend a certain amount you can no longer get help from them. I spend way past that threshold, but they claim this is a free game. They do not fix any of the bugs, the only thing they do is create more updates and upgrades to the game which make the problems worse. Even if they do not give refunds, they should at least replace the gold that a player waste because of their issues, they complain of man power, but create the issues themselves. QUIT with the UPGRADES and focus on fixing the problems and getting rid of cheaters. I think Kixeye creates the cheats so they cause a player to spend more money. Please Revdex.com help the players do something against this horrible company.
Final Business Response /* (4000, 11, 2015/08/19) */
Hi [redacted],
All persistently online game companies need to balance new content with current bug fixes. It's not an easy job to get that balance just right and certainly, we can do better. But it is to be expected that some content gets prioritized over others to sustain the life of a product and keep player engagement. You are certainly welcome to not spend any money on our games and to discontinue playing them at any time.
Again, per our terms of service, we do not offer any refunds for purchases rendered in our games.
Final Consumer Response /* (4200, 13, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The typical response. This is why I have stopped spending my money on your horrible game. You do need to balance properly, this is something your company has no idea how to do. All of the players are telling you the same thing, stop with the stupid unwanted, unneeded upgrades. FIX the problems and the bugs. You steal my money and then tell me I have no way to get it back when you do not provide the service you claim youre providing. I will stop playing this horrible game and will never play another game by Kixeye. Hopefully you put my money in the bank cuz youre not getting anymore..

Hi [redacted],
 
You accepted the terms of our offer to unban your account in ticket [redacted], including the removal of any cheated items. We're unable to return them to you or offer any refunds or exchanges per the Terms of Service. Our fairplay team only bans when there is 100% evidence of cheating. Any further cheating will result in a more permanent suspension.

Initial Business Response /* (1000, 5, 2015/11/03) */
Hi [redacted],
We only ban players that we have clear evidence of breaking our Terms of Service. While players may report anyone they believe is cheating, we have strong tools in place to track user activities and identify wether a player is...

cheating or playing the game as intended. Players that do not knowingly break the Terms of Service have nothing to worry about.
As outlined by KIXEYE's terms of service, www.kixeye.com/help/tos, refunds are not available for services rendered.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No proof has been shown to backup the claim of cheating.Clear evidence is not clear until the evidence is shown. As stated I have spent time and money on the Kixeye game only for it to be taken away.
Show the proof or your claim is not clear.
Final Business Response /* (4000, 9, 2015/11/13) */
Hi [redacted],
We will not be able to provide you with additional details as to why your account was suspended. While I can understand your desire to know, it is neither our obligation nor our policy to share this information. I can assure you that we only suspend an account when we have definitive proof of activity that violates our Terms of Service. For this reason, Customer Support will not be able to respond to further requests for these details.

Initial Business Response /* (1000, 5, 2016/01/07) */
Hi [redacted],
Thanks for writing in. I understand your frustration with receiving performance issues in combat, but we are unable to address this matter via phone. Our support team operates via ticketing system. If you submit a ticket, our...

support team will be able to address your matters further for you. Have a good day, [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Like I said in my statement your ticket submission is not working that's why want you to call me my number [redacted]
Final Business Response /* (4000, 9, 2016/01/20) */
Hi [redacted],
Sorry to hear you are having trouble raising a ticket but we do not offer phone support at this time.
If you are unable to reach our helpcenter, please check out this forum thread for assistance in raising a ticket: [redacted]
Please make sure you are signed in on the correct account and that it qualifies for ticket support: [redacted]

Initial Business Response /* (1000, 5, 2016/01/04) */
Hi [redacted],
Thanks for writing in and I'm sorry to hear you aren't happy with KIXEYE. I understand this is frustrating to encounter suspected cheating in our game, but our Fair Play team does in fact take action in these cases. They ban hundreds...

of player every day, but it isn't easy because they're spread out across many sectors. If you filled out a report and haven't seen his player banned, it's either because our Fair Play team is still investigating this matter, or they simply aren't cheating. If you direct this matter to our Fair Play team, I promise you our team will investigate your report.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For the 3 years that I have been using the Kixeye gaming site, cheating and definitely no fair play, is allowed. There have been many times that Kixeye has said a new anti cheating tools would be implemented but it fails to have little to no effect on stopping or even controlling the unfair play that is happening.It gets to the point that no fair compensation is being given to the honest players because those are the ones that it effects most. If nothing is going to be done about it, other than saying you are going to investigate cheats, then I can expect no fair play. It leaves me with the believe that there is nothing you are going to do about it. You offer no incentive to honest players. Maybe if it is costing you instead of me, you would see this in a different light
Final Business Response /* (4000, 9, 2016/01/19) */
Hi [redacted],
It would be great if we could solve cheating with the flip of switch, but the fact of the matter is there will always be some players that are looking for loopholes in a system and trying to take advantage of exploits. Fairplay is the best weapon we have against cheating as they develop methods to thwart known cheating techniques and research the latest methods unscrupulous players use. The only way they can do this is with reports from honest players such as yourself.