Machine Zone

Initial Business Response /* (1000, 15, 2015/07/29) */
Unfortunately, we would not be able to reverse the results of any combat that took place in the game or refund any in-app purchases that have been made. 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

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 10 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]

Initial Business Response /* (1000, 5, 2015/10/20) */
Machine Zone does not handle support requests via telephone. We 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 player. We...

will address this customer's concerns in our support system.

Hello,Thank you for responding back about this. I am sorry to hear that you encountered an issue. I do see that in request #[redacted] you were provided a solution to your concerns. 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, 2015/11/18) */
I've checked our support records and see that we have replied to this user.
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 Consumer Rebuttal /* (3000, 7, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Do I accept the fact that they have not helped me at all. No way.They say that they sent responses back and they did. In no way shape or form did they produce anything worthy to me. I can't even call and talk to somebody this is [redacted].
I want my money back, this is beyond ridicilous! I have spent like 4500$ I am ashamed to say and it feels like I got bent over backwards.Horrible customer service.
Final Business Response /* (4000, 9, 2015/12/07) */
I have reviewed this users help requests and can see they did not reply back with the requested information. We ask that this user provide the requested information so that we may assist them.
As per our Terms of Use, all sales are final, and a refund will not be issued.
Our Terms of Use may be reviewed here: http://www.gameofwarapp.com/termsofservice.html
Final Consumer Response /* (4200, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have literally done nothing. It has been a back and forth pile of [redacted]. They have not helped me one bit.How can this happen? I have tried multiple times to get answers ,help, anything. All I get is money lost and a real bad taste in my mouth from this company. This is not the only person this has happened to. Why do they get away with this? Because they make so much money off this game, they can buy the best lawyers around. Thanks MZ for robbing me.

Hello [redacted],
Thank you for your message. I am sorry to hear you encountered an issue accessing your account.In regards to your refund request, please understand  that all payment information is secured and maintained by the your payment provider, i.e. [redacted], and or [redacted]. This means,...

support agents are unable to refund purchases, nor are they able to push Sales Packs into game accounts.We ask that you contact your payment provider directly for assistance with this issue.

Hello,Thank you for reaching out about your concerns. I have tr**d to locate your most recent support request, given the email and information provided, and was unable to find an open request in regards to the concerns you have. If your concern has not been fully resolved yet, please let me know the support ticket number or submit a new support ticket and one of our agents will be happy to work with you to find a resolution. Should you encounter any additional issues or concerns, we ask that you submit them directly to the support team.

Complaint: [redacted]I am rejecting this response because:
I have tr**d dealing with [redacted] and other customer service re** from MZ numerous times and they were no help and told me the problems were my fault. The last ticket number that was open was Ticket #: [redacted]. Even if I open another ticket with them, I will just get the same response as I have before.
 
You can show them the last letter that showed where [redacted] offered to help and then said no. I am done getting the run around from them. If they really want to work this out, have them email me and cc it to you to. I have tr**d multiple tickets already.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: as you can see they give you the same run around  just like  they do me I have at least 12 complaints in their system Sincerely,[redacted]

Hello,Thank you for reaching back out about your concerns. If your concern has not been fully resolved yet, please let me know the support ticket number or submit a new support ticket and one of our agents will be happy to work with you to find a resolution. Should you encounter any additional issues or concerns, we ask that you submit them directly to the support team.

Initial Business Response /* (1000, 5, 2015/08/04) */
We're very sorry to hear this user is unsatisfied with the time it took us to respond to his support ticket.
Currently, we have received the user's support ticket and answered it. He has not reopened the case, so we believe it to be...

resolved.
Regarding stolen accounts, these situations occur when users choose to give out their account information to other people. Not only does this violate the Terms of Use for Game of War, but it also creates situations like the one this customer described where the other party proves themselves to be dishonest and takes actions on the account that the original owner may not appreciate. For these reasons, we never condone users giving out their account information to other players for any reason. Additionally, it is not permitted for any user to log in to an account that they did not create themselves.

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, 2015/12/15) */
I have reviewed this users support requests and can see that their issue was responded to and resolved. We ask that they submit a new help request for any new issues that may have encountered.
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 /* (2000, 7, 2015/12/18) */
Yes. I told them we reached a resolution.

Hello,Thank you for reaching out about your concerns. I have tried to locate your most recent support request, given the email and information provided, and was unable to find an open request in regards to the concerns you have. If your concern has not been fully resolved yet, please let me know the...

support ticket number or submit a new support ticket and one of our agents will be happy to work with you to find a resolution. Should you encounter any additional issues or concerns, we ask that you submit them directly to the support team.

Initial Business Response /* (1000, 5, 2015/06/15) */
We have numerous records of this player trying to sell his account. This is a direct violation of our Terms of Service.
Section 4(d) of our Terms of Service reads:
You are responsible for maintaining the confidentiality of your account...

information (including usernames, screen names, and passwords [redacted] billing information). You must notify us immediately of any unauthorized use or theft of your account or any other breach of security with respect to any Services. We will not be liable for any loss that you may incur as a result of someone else using your account, either with or without your knowledge. You are responsible for the activities occurring under your account and you will be liable for any losses or damages incurred by Machine Zone or any third party due to someone else using your account. You may not use anyone else's account at any time. Your account is personal to you and you may not transfer or make available your account to others. Any distribution by you of your account or related information may result in immediate suspension and/or cancellation of your account without refund.
You can find the terms of service in full here:
http://www.gameofwarapp.com/termsofservice.html
In his correspondence to us, this customer said the following:
"Yes, it's my fault he gained access to my account, but it's frustrating to know that someone can steal from you so easily, and nothing can be done about it."
When users attempt to sell their account, or give away the login information for any reason, they are consenting to every action the other person takes on their account. Unfortunately, we would not be able to assist players with "stolen" accounts who chose to give their account information away for any reason.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not give this individual any log on information. The individual used my email address and hacked into my account. I did not sell the account, all I did was prepare for selling, which is not a violation of their terms of service.
Final Business Response /* (4000, 9, 2015/06/22) */
Players use their email address to log in to Game of War, giving away access to the account's registered email address also compromises the security of the attached MZ account. As we have stated previously, this user attempted to sell his account. He even stated to us that it was his fault that the other person gained access to his account. We do not have the ability to stop players from giving out their account information. When they do, not only are they violating our terms of service, but they are also accepting responsibility for every action the other person takes with their account.
Please read section 4(d) of our terms of service:
You are responsible for maintaining the confidentiality of your account information (including usernames, screen names, and passwords [redacted] billing information). You must notify us immediately of any unauthorized use or theft of your account or any other breach of security with respect to any Services. We will not be liable for any loss that you may incur as a result of someone else using your account, either with or without your knowledge. You are responsible for the activities occurring under your account and you will be liable for any losses or damages incurred by Machine Zone or any third party due to someone else using your account. You may not use anyone else's account at any time. Your account is personal to you and you may not transfer or make available your account to others. Any distribution by you of your account or related information may result in immediate suspension and/or cancellation of your account without refund.
You can find the terms of service in full here:
http://www.gameofwarapp.com/termsofservice.html
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not give out password [redacted] The person hacked my password. That's the plain and simple issue.

Hello,Thank you for your message and your feedback. I apologize for the delay in having your issues resolved. Please know that I have reviewed your most recent support request and can see that you are currently working with one of our support agents in regard to your concern. Please work with the...

support agent, as they will be able to assist you with your game concern.Should you encounter any additional issues or concerns, we ask that you submit them directly to the support team.Thank you.

Initial Business Response /* (1000, 7, 2015/08/04) */
Unfortunately, we would not be able to reverse the results of any combat that took place in the game or provide refunds for any in-app purchases made. It would not be fair to the other user that participated in combat, they had no way to know...

this user did not receive a push notification while logged out.
When users create a MZ account, they agree to our terms of use, 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 Use can be found here:
http://www.gameofwarapp.com/termsofservice.html