Machine Zone

Initial Business Response /* (1000, 5, 2015/10/08) */
I've checked our records, and there is no MZ account currently registered to the email address this complaint is being sent from. Additionally, we have not received a support request from this email address since August 2014.

Unfortunately,...

due to our account security policy, we can only discuss details surrounding an account when the account's owner contacts us from the account's registered email address. We would not be able to discuss the details of any MZ accounts in this correspondence.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]@gmail.com
Additionally I was injured in an accident and can no longer play anyways.
Final Business Response /* (4000, 10, 2015/10/14) */
We're very sorry to hear about the accident, and we wish this person the best in their recovery.
We have never received a support request from the email address [redacted]@gmail.com and there is no MZ account registered to that email address. Due to our account security policy, we can only discuss details surrounding an account when the account's owner contacts us from the account's registered email address. We would not be able to discuss the details of any MZ accounts in this correspondence.

Hello,Thank you for reaching out about this. Unfortunately, we are unable to process any refunds as per our Terms of Use, all sales are final. I did search you account but was unable to locate any current emails regarding this issue. Please submit a request to our support staff and one of our agents...

will help to try and find a resolution to your concern. Once again, thank you for bringing this to our attention.

Hello,I am sorry to hear that you encountered an issue with a recent purchase. Unfortunately, we are unable to process any refunds as per our Terms of Use, all sales are final. I see that you were working with one of our support agents who was trying to reach a solution to your issue in request #[redacted]. I do see that the agent prior had provided compensation on this issue. The agent also offered additional compensation since we are not able to refund the items that had been delivered, and used, in game. Please continue to work with our support agents and they will help to try and find a resolution to your concern. Once again, thank you for bringing this to our attention.

Hello,Thank you for your message. I have reviewed your most recent support request, related to this issue (#[redacted] and can see that you have received a response and assistance regarding your Legendary Commander concerns. Per our Terms of Use we are unable to provide a refund. If you still are not...

satisfied with the resolution in your support request, please reply back and one of our agents will continue to work with you to try and find an acceptable resolution.If there is anything else that we can help with, please feel free to open up a new support ticket and we will be more than happy to work towards a resolution.

Hello,
 
Please allow me to begin by thanking you for bringing this to our attention. I've tried to locate your email but am unable to locate any open support tickets regarding this issue, given the information that you have provided. Please submit a new support ticket and continue to work...

with an agent who will assist you in finding an alternate and acceptable resolution. Once again, thank you for bringing this to our attention.

Initial Business Response /* (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 /* (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 account. They 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 part. The 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 later. Not 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 /* (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.e. Apple, Google, and or Amazon. If a purchase does not reach a user's MZ account, it means that we have not yet received funds from the purchase. Support Agents don't have access to the necessary information to look up these incomplete purchases, nor to push Sales Packs into accounts in game. For these reasons, when users are seeking a refund for packages not received, they must contact their payment provider for assistance.
Final Consumer Response /* (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 /* (1000, 11, 2015/08/13) */
Unfortunately, we would not be able to reverse the results of any combat that took place in the game. It would not be fair to the other user that participated in combat, they had no way to know this user was experiencing latency...

issues.
Considering that this is an online MMO, we cannot guarantee stability as this is dependent on the player's device and internet connection. Because of these factors we urge players to not wait for the last minute to perform actions.
When users create a MZ account, they agree to our terms of service, including section 12, which reads:
THE GAME IS PROVIDED "AS IS," AND USE OF THE GAME IS AT YOUR SOLE RISK. TO THE EXTENT PERMITTED BY APPLICABLE LAW, WE MAKE NO REPRESENTATIONS, WARRANTIES, OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED, ABOUT THE GAME OR ANY CONTENT OR SERVICES MADE AVAILABLE THROUGH THE GAME, AND WE SPECIFICALLY DISCLAIM ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR AVAILABILITY. MACHINE ZONE DOES NOT WARRANT THAT YOU WILL BE ABLE TO ACCESS OR USE THE GAME AT THE TIMES OR LOCATIONS OF YOUR CHOOSING; THAT THE GAME WILL BE UNINTERRUPTED OR ERROR-FREE; THAT DEFECTS WILL BE CORRECTED; OR THAT THE GAME OR OUR SERVICE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
The Terms of Service can be found here:
http://www.gameofwarapp.com/termsofservice.html
Initial Consumer Rebuttal /* (3000, 13, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is implied in every advertisement that the game is free of imperfections and limits and your "terms of servise" needs to be interpreted by a team of lawyers as those are the people that wrote them. My complaint is that you as a company know full well of the issues I bring forth and I accuse you as a companie of slowing the servers down on purpose during criticle times of game play as to cause lose on one or both sides of the battle to cause further purchases from your company for the sole purpose of revenue. My middle ground is an idipendant outside study of you practices and server maintenance. My next step is a class action law suit.
Final Business Response /* (4000, 15, 2015/08/26) */
We do not slow our servers down intentionally, and it would not be in our best business interests to do so. Latency can be caused by an innumerable amount of causes. We are always willing to have a productive discussion about issues that players are facing in game, but just telling us "the game is lagging" or "our servers aren't good enough" does not provide us with any relevant information. We always strive to improve Game of War whenever we can, and just recently we rolled out a fix to help combat latency issues players experience while navigating the menus in the Forge section.
We will not be providing any form of compensation or reimbursement for this player's combat losses.

Initial Business Response /* (1000, 5, 2015/11/10) */
Game of War has had Terms of Use since its release, and by playing Game of War, users have always been bound by our Terms of Use. In line with industry standards, the recent popup users have seen was a notification that we have updated our Terms...

of Use. Requiring users to affirmatively assent to Terms of Use before continuing to access a site or service is quite common for service providers, including providers of mobile apps and games.
If users would prefer not to agree to our Terms of Use, as with any mobile app they are free to do so, but then they will not be permitted to continue to access Game of War. The decision not to accept our Terms of Use and to not continue to access the Game does not entitle users to a refund of any kind.
In addition, please be aware that by accepting our Terms of Use and proceeding to access the Game, users accept them in full, and that they may not partially accept or reject all or any of the Terms.
Our updated Terms of Use can be accessed from our website at http://www.gameofwarapp.com/termsofservice.html.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is the exact issue.
"If users would prefer not to agree to our Terms of Use, as with any mobile app they are free to do so, but then they will not be permitted to continue to access Game of War. The decision not to accept our Terms of Use and to not continue to access the Game does not entitle users to a refund of any kind." Like I said they forced people to accept these Terms or lose access thus losing the thousands of dollars they had previously invested. MZ claims this "was an update" how can you consider changing the original Terms of Service completely and then forcing us to agree to them or lose our money. This is a complete scam and they should be forced to refund every purchase I ever made, like any other company would be. This is a complete sham and as far as I'm concerned a breach of contract, I spent my money on their application under a different set of terms and now they change them and force me to agree. This is illegal and I want a refund.
Final Business Response /* (4000, 9, 2015/11/30) */
We are sorry to hear that this user feels our Terms of Use update was misleading.
However, as previously stated, Game of War has had a Terms of Use since it's release. Should users prefer not to agree to our Terms of Use, as with any mobile app they are free to do so, but then they will not be permitted to continue to access Game of War. The decision not to accept our Terms of Use and to not continue to access the Game does not entitle users to a refund of any kind.
Final Consumer Response /* (4200, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The previous Terms of Service which I originally agreed to when I originally began playing were in no form this ridiculous. They added several bs Terms and forced me to agree to them....the most ridiculous is that the stated as a paying customer I do not have rights to Class Action Suits, no refund for system caused losses, and worse saying that the stuff I bought does not belong to me and that they can delete or restrict the account I have spent $25,000 + on. They are completely trying to screw all their customers out of $100s of billions. Even according to their new TOS, which I was forced to agree to to continue accessing my account, they are bound to assist when things have gone wrong yet the will not do anything. I want a full refund of all my purchases. They know what I originally agreed to and pretty much held my $25,000 hostage to force me to agree to their new terms which is completely ILLEGAL and they've admitted to that part already.

Initial Business Response /* (1000, 5, 2015/11/03) */
I've checked our support records and see that this user was replied to back on 10/27/2015. To date, this user has not replied back to our support team.
We ask that this user review their support requests and reply back with the requested...

information.
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 Business Response /* (1000, 5, 2015/08/26) */
We have numerous records showing that this player regularly attempts to buy, sell, and trade accounts in an effort to defraud Machine Zone and our customers. This person has already been contacted by our legal team by telephone. We will not...

return any Game of War accounts to this person's possession, and we will not discuss the case any further.

Hello,Please allow me to begin by thanking you for bringing this to my attention. I am sorry to hear that you encountered an issue. I do see that you are working with one of our support agents to reach a solution to your issue in request [redacted]. If 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 concern. Once again, thank you for bringing this to our attention.

Initial Business Response /* (1000, 5, 2015/08/26) */
I've checked our records, and no support ticket has ever been sent to us from the email address provided by this user. Additionally, the MZ account registered to this email address contains a very small city that has not participated in combat...

before, and has existed for less than a month. The account has been inactive for a long enough period that the city was automatically removed from the map. The user would have to log in to the account again for it to reappear.
Due to our account security policy, we would not be able to discuss details surrounding any other account with this user. He would need to contact us directly from the account in question.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent emails containing and showing my email address. I have all doccumentaiton showing I've filed claims with them. There are tons of tickets that have been filed with them. On different matters. The email address it should be registered under is [redacted]@gmail.com.
Final Business Response /* (4000, 11, 2015/09/17) */
We are not able to make any comments regarding an account not registered to the email address this customer has contacted us from in this correspondence.
If this user would like to continue the correspondence, we recommend that he send us a support request while logged into the account in question, or send an email to [redacted]@machinezone.com from the account's registered email address.

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]

Hello,Thank you for reaching out to us about your concerns. I do see that you are working with one of our support agents in request [redacted]. If 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 suitable resolution to...

your concern.Once again, thank you for bringing this to our attention.

Initial Business Response /* (1000, 5, 2015/08/13) */
Unfortunately, we would not be able to reverse the results of any combat that took place in the game. It would not be fair to the other user that participated in combat, they had no way to know this user was experiencing difficulty logging in at...

that time.
Considering that this is an online MMO, we cannot guarantee stability as this is dependent on the player's device and internet connection. Because of these factors we urge players to not wait for the last minute to perform actions.
When users create a MZ account, they agree to our terms of service, including section 12, which reads:
THE GAME IS PROVIDED "AS IS," AND USE OF THE GAME IS AT YOUR SOLE RISK. TO THE EXTENT PERMITTED BY APPLICABLE LAW, WE MAKE NO REPRESENTATIONS, WARRANTIES, OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED, ABOUT THE GAME OR ANY CONTENT OR SERVICES MADE AVAILABLE THROUGH THE GAME, AND WE SPECIFICALLY DISCLAIM ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR AVAILABILITY. MACHINE ZONE DOES NOT WARRANT THAT YOU WILL BE ABLE TO ACCESS OR USE THE GAME AT THE TIMES OR LOCATIONS OF YOUR CHOOSING; THAT THE GAME WILL BE UNINTERRUPTED OR ERROR-FREE; THAT DEFECTS WILL BE CORRECTED; OR THAT THE GAME OR OUR SERVICE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
The Terms of Service can be found here:
http://www.gameofwarapp.com/termsofservice.html

Initial Business Response /* (1000, 11, 2015/10/20) */
Game of War has had Terms of Use since its release, and by playing Game of War, users have always been bound by our Terms of Use. In line with industry standards, the recent popup users have seen was a notification that we have updated our...

Terms of Use. Requiring users to affirmatively assent to Terms of Use before continuing to access a site or service is quite common for service providers, including providers of mobile apps and games.
If users would prefer not to agree to our Terms of Use, as with any mobile app they are free to do so, but then they will not be permitted to continue to access Game of War. The decision not to accept our Terms of Use and to not continue to access the Game does not entitle users to a refund of any kind. In addition, please be aware that by accepting our Terms of Use and proceeding to access the Game, users accept them in full, and that they may not partially accept or reject all or any of the Terms.
Our updated Terms of Use can be accessed from our website at http://www.gameofwarapp.com/termsofservice.html.

Initial Business Response /* (1000, 7, 2015/09/22) */
The list of which items are included and in what quantity is displayed in exactly the same place for our 50% off sale as it is in any other sale. The majority of our regular Sales Packs cost $99.99. However, Sales Pack this customer is referring...

to costs $49.99. The 50% off graphic in the art assets for the Sales only refers to the price, it dos not provide any indication of what items are included, or what quantity of those items are included. That information is in the list of contents, just like with all of our other sales. It is not our intention to hide this information in any fashion. Like every other sale, players will receive the items that are included in the list when they decide to purchase it.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a fact that the company posts exactly what is in each pack. However, the company uses a bundling strategy, where it incorporates a high number of different items, from gold, to speed ups, to silver, to chests, to special other items. It is difficult, if not impossible, for any consumer to know exactly what is implied. The company SHOULD price this pack at $49.99 and place it under their usual "sale". Imagine a consumer staples company selling you a box of cereal for $5. Then they say 50% off sale in LARGE FONT, put the cereal in the same box, and then list the oz in small font noting its only 18oz vs 36oz. Its even worse, because of my earlier point that MZ bundles a slew of products in there. Please STOP calling this 50% off, call it a "Half Pack sale", or call it a "49.99 mini-pack", or something other than falsely implying that one is getting the same pack as a typical $99.99 sale.
Final Business Response /* (4000, 11, 2015/10/01) */
I'm sorry to hear that this customer feels that we were attempting to mislead him, that's certainly not our intention. Machine Zone always appreciates feedback from our customers, and I'll be sure to pass [redacted] comments along to our Sales team for their consideration.

Complaint: [redacted]I am rejecting this response because:
I purchased extra packs to make up for additional resources. I would not have done that if I had my full amount to begin with. That is fine however, the representative did admit this is a MZ glitch. After speaking to my alliance members I found that no one else has received reimbursement. I understand that there will be glitches in a game but MZ continues to push out updates with no resolution for glitches therefore players spend more money not knowing we are not getting everything we paid for. Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/09/16) */
I've checked our support records, and the only support request we received from the email address that sent this complaint was sent to us over a year ago about an unrelated issue. Additionally, the account registered to this email address has...

not logged in to Game of War since July.
If this complaint is regarding a different account, the user will need to contact us by sending a support request from in game while logged into that account, or sending an email to [redacted]@machinezone.com from the affected account's registered email address.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is nonsense and is irresponsible. They received over thirty complaints on the first two days alone. Other players also emailed in my behalf. The "account" can be moved to any email address I choose. In addition, they have responded to me on several occasions. They are 100% aware.
There is one representative who recently contacted me, that asked for more details. The case, however, is nowhere near resolved.
Final Business Response /* (4000, 11, 2015/09/25) */
We will not provide any details about an account unless we are contacted from the account in question or its registered email address. We will not provide details to players emailing us from different accounts or email addresses, and we will not provide any details about their accounts to any of their friends who ticket in on their behalf.
Originally, this customer claims that "I have sent dozens of emails. No respons" and that we "refuse to even answer his queries." However, in his response, he's indicated that "they have responded to me on several occasions." Even if the customer provided some sort of information to let me know which account he's referring to, and even if I chose to break our account security policy and discuss details of his account in this correspondence, (which I will not) the nature of the original complaint has been changed.

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