Machine Zone

Hello,Thank you for your message and your feedbackI apologize for the delay in having your issues resolvedPlease know that I have reviewed your most recent support requests and can see that in ticket # [redacted] one of our support agents provided you with the solution you were requesting, and provided the full list of items from the sales packIf this does not fully resolve your concern please reply back to your support request or submit a new request directly and one of our agents will be happy to work with you to resolve your concern.Should you encounter any additional issues or concerns, we ask that you submit them directly to the support team

Initial Business Response / [redacted] (1000, 11, 2015/10/09) */ I've checked our support records, and we have answered each of the support requests that have been sent to us from this email addressThe last support request we received from this person was on September 11, 2014, regarding a different issue than the one brought up in this correspondence I've checked our account records, and there is not currently a Machine Zone account registered to this email addressIf this customer is having an issue with their Machine Zone account, we recommend they contact us by either sending us a support request inside Game of War, or by sending an email to [redacted] @machinezone.com Due to our account security policy, we would not be able to discuss the details of any Machine Zone accounts or support requests sent by those accounts in this correspondence

Hello,Thank you for responding back about thisI am sorry to hear that you encountered an issueI do see that you opened a new request (#8780436) in regards to your concernsPlease work with our support agents and they will help to try and find a resolution to your concernOnce again, thank you for bringing this to our attention

Hello,Thank you for responding back about thisI am sorry to hear that you encountered an issueI do see that in request [redacted] you were provided a solution to your concernsIf you are still not satisfied with this resolution please continue to work with our support agents and they will help to try and find a resolution to your concernOnce again, thank you for bringing this to our attention

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ I've checked our records, and located the correspondence the user is referring toIn his initial support request, the user claims to have completed the final goal for an in game Inferno Event but not received the prizesThe Support Agent that responded to his ticket informed the user that he scored 48,350,out of 50,000,points required, and that the event was not completedFollowing this, the user told the agent that our service had crashed and was not available during this eventThe agent checked our records, saw that our service was available at that time, and that users were able to complete this event normallyHe then linked the player to a survey that our support team constructed alongside our engineering team designed to collect information that is helpful for our engineering team to resolve these kinds of problems that users sometimes experience The user responded "How many of these SURVEYS WOULD YOU LIKE ME TO FILL OUT???? How many times will you ignore my emails? I wonder if the government is aware of your fraud? I'll check." We do not believe that collecting information about in game scenarios that the player faced is fraudulent in any wayWe use this information to investigate the issues that our users report to usThis is an entirely voluntary process, we do not force users to provide information we request for in order to continue using the app Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response nor their actions fit the scenarioThey also don't address the continued lack of customer service that I have requested repeatedlyI didnt request a refund from MZ in my complaints, I simply asked them to resolve the technical issueTheir statement that "The agent checked our records, saw that our service was available at that time, and that users were able to complete this event normally." is a blanket farce and could be used for any issue to negate their taking any responsibilityI didnt ask for any renumeration until they refused to even address my concerns...AFTER BEING A CUSTOMER FOR THREE YEARS! There's a reason why MZ has the volume of complaints Final Business Response / [redacted] (4000, 9, 2015/10/14) */ "I didnt request a refund from MZ in my complaints, I simply asked them to resolve the technical issue." I believe this is the source of the misunderstandingTo us, there is a significant difference between a customer asking us to credit rewards for an event, and reporting that the game was unavailable or did not function correctlyWhen we were asked to investigate a technical issue, we were not able to find oneWe saw that the game was available during the course of the event, and that players were completing the event normallyWhen the user claimed that he completed the event but did not receive prizes, we saw that his score was not high enough to complete the eventIn instances like this, we try to collect more information from the customer about the context surrounding the situation so our team can take a deeper look into what happened I understand that a sudden disconnection or interruption can be frustrating, especially when trying to reach a time sensitive goal like completing an Inferno EventWe have reached out to this player in our support system to follow up on this issue and ensure all his concerns have been addressed Final Consumer Response / [redacted] (2000, 11, 2015/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Case # [redacted] MZ Response: Hello *** Thank you for your reply and feedbackI have reviewed the support requests related to this issue and can see that you have received a response for each requestAdditionally I can see that appropriate compensation was added to your account in regards to the issues outlined here If you continue to encounter this issue, I ask that you update the support request so that we may further investigate

Complaint: [redacted] I am rejecting this response because: This is the general basic response I receive almost ever time I submit a complaintIt does not reflect in detail any change or reimbursement that they are willing to make for the mistreatment of me or the damage they have done to the value of my accountNor have they made adequate attempts at reimbursing me for the items I have not received from the purchases I have madeThey are and have been unwilling to work with me on this matter so I will not accept this general statement that to date is still falseI have not been contacted by them in any way since this complaint has been filed so if they are in the process of working on it don't you think I should have been contacted by now? Well as I said I have not been contacted in any form by a representative of their companyIf they are sincere about clearing up the discrepancies I am more then willing to listen but if they are judged by how they have handled situations in the past I will not hold my breathThey only care about the money they make off of their customersThey do not care about their customers or your gaming experienceSincerely, [redacted] ***

Hello,Thank you for reaching out about thisI am sorry to hear that you encountered these issuesUnfortunately, we are unable to process any refunds as per our Terms of Use, all sales are final on items that have been delivered in gameI see that you are currently working with one of our support agents in ticket # [redacted] Please submit a new request and one of our agents will be happy to assist you in finding an alternate and acceptable resolutionOnce again, thank you for bringing this to our attention

Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ I have reviewed this users support requests and can see that their issue was responded to and resolved Due to our account security policy, we would not be able to discuss the details of any Machine Zone accounts or support requests sent by those accounts in this correspondence Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue resolved itself via third party billing machine zone did not resolve this issue it simple sent me emails stating it held no liability for the matter and that they didn't see any purchase on my accountThey took no action to help me with this issue and simply waiting the several days I would not consider that resolving the issue on their partThe transaction is supposed to be immediate and I have purchased thousands of dollars worth of this same type of product, had my purchase not gone thru the several days later machine zone was stating they saw no issue or trace of me purchasing the product when obviously did because I received it several days laterNot a satisfied customer nor have I had any response from machine zone about how it was "resolved by them" nor what the issue was to begin with to make me comfortable that it wouldn't happen again, nor did they offer me any type of compensation for the time and effort I spent to get this matter looked into Final Business Response / [redacted] (4000, 9, 2015/12/14) */ I'm very sorry to hear this customer has had difficulties completing an in-app purchase I've checked our records, and each of this user's support requests has been addressed by one of our representatives As a reminder, all payment information is secured and maintained by the users' payment provider, i.eApple, Google, and or AmazonIf a purchase does not reach a user's MZ account, it means that we have not yet received funds from the purchaseSupport Agents don't have access to the necessary information to look up these incomplete purchases, nor to push Sales Packs into accounts in gameFor these reasons, when users are seeking a refund for packages not received, they must contact their payment provider for assistance Final Consumer Response / [redacted] (4200, 11, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Payment was taken from my bank account days prior to receiving my pack

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ I am unable to locate a support ticket from this user regarding the issue outlined here I ask that the user contact support directly so that we may investigate their concerns and provide assistance Due to our account security policy, we would not be able to discuss the details of any Machine Zone accounts or support requests sent by those accounts in this correspondence Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) here is my support ticket XXXXXXX Final Business Response / [redacted] (4000, 9, 2015/11/10) */ We're sorry to hear that this player was experiencing connectivity issuesI've checked our records, and we did not have any outages or issues with our servers on the date of October 19th Unfortunately, we would not be able to reverse the results of any combat that took place in the gameIt would not be fair to the other user that participated in combat, they had no way to know this user was experiencing connectivity issues Final Consumer Response / [redacted] (4200, 11, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) once again horrible customer serviceI know for a fact numerous tickets were submitted for the very time the servers were overwhelmedPlease actually research my complaint and give me actual customer serviceNot auto generated responses

Initial Business Response / [redacted] (1000, 10, 2016/03/03) */ I am unable to locate a help request regarding the concerns they have expressed in this correspondenceI ask that they provide the email address associated with the account in question so that we may provide assistance Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The account login is [redacted] @gmail.com Final Business Response / [redacted] (4000, 14, 2016/03/18) */ I have reviewed this users support requests and can see that their issue was responded to and resolved Due to our account security policy, we would not be able to discuss the details of any Machine Zone accounts or support requests sent by those accounts in this correspondence Final Consumer Response / [redacted] (4200, 16, 2016/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not respond my issue, if you had, I wouldn't be complaining here, what your company did was wrong, I barely spend extra money days before you kicked me or of the game, your force me to sign a contract to the game by canceling my access to the game, that's illegalYou can't do thatSo your contract is illegal tooI wad never agreed to any of your rulesI paid and spend money in the game days before you kicked me out and took over, as far as I know, you could do anything in my account, like you did, changing the name, blocking me from accessing, moving my account from place, kicking me out from my allianceYou could do anything in my account as far as I know,I spend money there and you kick me out and took over as far as I know, I don't care anymore, you are agreedy company, you never care about costumer, I just want my money back for the account you guys took over without my knowledgeThat's it

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Machine Zone does not handle support requests via telephoneWe would not be able to respond to phone calls or voicemails I've checked our records, and one of our agents has answered the support request we've received from this playerWe will address this customer's concerns in our support system

Complaint: [redacted] I am rejecting this response because: MZ says that they have a solution to the problem They did not I cannot continue to work with a support specialist as MZ support has stated all further contact on this issue will be opened without further comment Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ We have responded to the user's support request, and we have shown him all of the prizes he won from attacking monsters in the dungeonIf a user is unable to see their rewards, we recommend force closing the application, then starting it up againThis will refresh the device's connection to our server and update the game Unfortunately, Support does not have the ability to grant free in-app purchases or alter the sales schedule determined by our Marketing team Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/16) */ The representative did not do any of the choices I gave them they did give me a crummy k dark energy as "Good Faith" and the issue that originated this is STILL THERE !!! oh well at least I did not loose any money It will be a cold day in [redacted] before they get of my earned income again Really MZ is it that hard to reset the payment option back to the Original a pack ? It dose not cost you anything to do that If you Protest this I will record the issue and post on you tube Final Business Response / [redacted] (4000, 14, 2015/06/19) */ We looked into this customer's claim, and found that the Dungeon feature properly awarded him all his prizes As stated before, we do not have the ability to push specific sales or alter the sales schedule our marketing team has createdWe've passed [redacted] user's feedback that he'd like to see more of the $sales package options available to purchase more frequently

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ I have reviewed this users support requestsI am unable to locate a help request regarding the concerns they have expressed in this correspondence I ask that they submit a new help request, so that we may provide assistance

Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ Machine Zone does not have the ability to issue refunds for purchases made on the Kindle platform, and we do not have access to any users' payment informationThis is why users receive a receipt from Amazon, not from Machine Zone If a package purchased on Amazon does not reach a user's MZ account, it means that we have not yet received funds from the purchaseSupport Agents don't have access to the necessary information to look up these incomplete purchases, nor to push Sales Packs into accounts in gameFor these reasons, when users are seeking a refund for packages not received, they must contact Amazon support for assistance

Initial Business Response / [redacted] (1000, 7, 2016/01/21) */ I have reviewed this users support requests and can see that their issue is in the process of being handled Due to our account security policy, we would not be able to discuss the details of any Machine Zone accounts or support requests sent by those accounts in this correspondence

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] because they have not done anything to fix the issue

Complaint: [redacted] I am rejecting this response because: Once again you are just saying tell same thing over and over I have told you countless times and sent copies of their email STATING: It is not the responsibility of [redacted] to authorize the refund Mobile Strike WILL HAVE TO AUTHORIZE the request I will once again attach a copy of one of the emails I have gotten from them I am also putting the transaction numbers and my mailing address so that this matter can be resolved by YOU This is absolutely ridiculous that I am having to go through all of this trouble over a game that does not work properly for me Customer satisfaction is not high on the list with this company Here is my contact info You now should have everything you need to issue the refunds If my card information is needed, then please don't hesitate to call me and get that information Here are the transaction details [redacted] has advised me that your company will have to issue the refund [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: they just said the same thing that they did last timeI have included my last issue with them regarding a purchase As you can see in the email how difficult it was and has been.they would of never have me the extras that I paid for unless I mentioned it It is something that the extras are for more progress in the gameIf I didn't have themv, then that's more money I would have to spend If you read there replies they are very gauge and don't stress the main issue at allThis is how it's been and it gets so frustrating to send email after email and not get anywhere Sincerely, [redacted] ***