Machine Zone

Initial Business Response / [redacted] (1000, 12, 2015/08/13) */ I have checked our records, and this user has not sent us a support request from this email address for over yearsAdditionally, the MZ account registered to this email address has not been logged in to since 2014-06-09:14:PST Due to our account security policy, we would not be able to discuss any details surrounding an account unless this user contact us from the correct registered email address of the account in question Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) My game account is registered to my second email which is [redacted] @hotmail.com sorry for any confusion this may have caused Final Business Response / [redacted] (4000, 16, 2015/08/26) */ I have checked our records, and all cases that were sent in by that email address have been responded to and resolved Unfortunately, due to our account security policy, we would not be able to discuss any details surrounding an account or any support requests sent from an account unless the owner of that account contacts us from the correct registered email address of the account in questionWe would not be able to make any comments on cases from other accounts in this correspondence Final Consumer Response / [redacted] (4200, 18, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I attempted to resolve the theft from my account times with Machine ZoneAt no point did they attempt to find out who hacked into my account or stole anythingThere was no resolution other than them telling me to use their security measures, which I was already usingI, [redacted] DGating am the owner of the account that was hacked an all items purchased for said account that was hacked and had items stolen from it were purchased via my bank debit card also in my nameI used my alternate email address when creating the account due to the fact I had made an account on a different server and had no options to transfer servers to play with my friends so a new account was made via email [redacted] @hotmail.com all communications that I attempted with machine zone were done from the [redacted] @hotmail.Com due to the fact that is the accounts registered emailWhen I filed my complaint after receiving no help or any sort of resolution from MZ I lodged my complaint with Revdex.com from my primary email attached to my phone hence the [redacted] @yahoo.Com email hereHowever MZ has done nothing about my account being hacked, theft of items, research into who said items were gifted toThe hundreds of dollars of damage has not been attempted to be resolved at all by MZI would like them to replace the stolen items at a bare minimum as I utilized their safety measures and this still happenedI have saved all transpondents between machine zone and myself and their lack of willingness to assist me in any way

Hello,Thank you for bringing this to our attention and I am sorry to hear that you encountered an issueI do see you opened a new request # [redacted] You were provided a solution to your concernsIf you are still not satisfied with this resolution please reply to that request or open up a new support ticket, as I do not currently see an open request, and 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, 2015/11/03) */ I've checked our support records and see that this users issue was replied to We ask that this user review their support request for important information regarding their account 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: as you can see they give you the same run around just like they do me I have at least complaints in their system Sincerely, [redacted]

Hello,Please allow me to begin by thanking you for bringing this to my attentionI am sorry to hear that you encountered an issue with a recent purchaseUnfortunately, we are unable to process any refunds as per our Terms of Use, all sales are finalI see that you currently do not have any open support requestPlease submit a new support request, or reply to your previous request and one of our support agents will work with you to try and find a resolution to your concernOnce again, thank you for bringing this to our attention

Initial Business Response / [redacted] (1000, 11, 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 completedIt 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 connectionBecause 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 which reads: THE GAME IS PROVIDED "AS IS," AND USE OF THE GAME IS AT YOUR SOLE RISKTO 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 AVAILABILITYMACHINE 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 / [redacted] (3000, 13, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) These guys are ridiculousNot only are they not willing to admit that when you have so many people trying to do the same thing at one time it slows the game down and causes lag, they blame it on the consumer when the consumer can clearly and precisely prove other wiseNot only will they not make this right, now I have a second complaint with themSaturday August 1, the game glitchesI was out attacking and got ready to shield when someone larger ported in and set rally on me, but guess what the game said I HAD TROOPS OUTI did not have troops outI tried every thing to from porting times to clicking goto =button on alleged troops which there was none thereThe game makes it possible for one minute ralliesOkay it takes longer than that to reset the game and get logged back inthese guys are ridiculous! Now my complaint is for $because now it is over million troops that I have lostI will settle only when they grant me day speed ups which is the equivalent of not even a tenth of what I have lost Final Business Response / [redacted] (4000, 15, 2015/08/13) */ 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 were successfully delivered to the accountIt 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 connectionBecause 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 RISKTO 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 AVAILABILITYMACHINE 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 / [redacted] (1000, 7, 2016/02/05) */ 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] (2000, 9, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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

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 you are currently working with our support agents in regard to your concernPlease work with the support agents, 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

Hello [redacted] , Thank you for your messageI apologize for any delay you've experienced with supportI have reviewed your current support ticket and can see you have received a responsePlease work with the support agent, as they will be able to assist you with your game account issue Should you have any other issues or concerns; I ask that you submit them directly to the support teamYou may reach them directly via [redacted]

Hello, Thank you for your message and your feedbackI apologize for the delay in having your issues resolvedI have tried to review your most recent support request but am still unable to locate a ticket in regards to your concernPlease respond back to our support staff if you have an open ticket, or submit a new ticket and respond back here with the ticket number and our support staff will work 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 / [redacted] (1000, 7, 2015/09/16) */ We have spoken to this person's attorney regarding this situationThis user has admitted to violating our Terms of Use by buying and selling accounts in gameWe have no further comment regarding this situation

Initial Business Response / [redacted] (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 madeIt 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 connectionBecause 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 RISKTO 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 AVAILABILITYMACHINE 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 / [redacted] (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 / [redacted] (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 allNo way.They say that they sent responses back and they didIn no way shape or form did they produce anything worthy to meI can't even call and talk to somebody this is *** 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 / [redacted] (4000, 9, 2015/12/07) */ I have reviewed this users help requests and can see they did not reply back with the requested informationWe 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 / [redacted] (4200, 11, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have literally done nothingIt has been a back and forth pile of ***They have not helped me one bit.How can this happen? I have tried multiple times to get answers ,help, anythingAll I get is money lost and a real bad taste in my mouth from this companyThis is not the only person this has happened toWhy do they get away with this? Because they make so much money off this game, they can buy the best lawyers aroundThanks MZ for robbing me

Hello,Thank you for reaching back out about your concernsIf 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 resolutionShould you encounter any additional issues or concerns, we ask that you submit them directly to the support team

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 there was a solution offered to you in ticket # [redacted] from one of our support agentsIf 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

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 request ( [redacted] ) and have escalated it to our transaction specialistsPlease work with these support agents who will help come to a resolution on your concernIf they are not able 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

Complaint: [redacted] I am rejecting this response because: I can provide copies of the emailsThis is the standard response that you get from Machine Zone when they are wrong on an issue Sincerely, [redacted] ***

Initial Business Response / [redacted] (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 userAdditionally, 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 monthThe account has been inactive for a long enough period that the city was automatically removed from the mapThe 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 userHe would need to contact us directly from the account in question Initial Consumer Rebuttal / [redacted] (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 addressI have all doccumentaiton showing I've filed claims with themThere are tons of tickets that have been filed with themOn different mattersThe email address it should be registered under is [redacted] @gmail.com Final Business Response / [redacted] (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: My concerns were not satisfactorily met due to machine zones lack of concern for its consumers. . 99% of all replies are script orientated and don't even answer your question correctly.Sincerely, [redacted] ***