Machine Zone

Complaint: [redacted] I am rejecting this response because: I purchased extra packs to make up for additional resourcesI would not have done that if I had my full amount to begin withThat is fine however, the representative did admit this is a MZ glitchAfter speaking to my alliance members I found that no one else has received reimbursementI 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 forSincerely, [redacted]

Hello,Please allow me to begin by thanking you for bringing this to my attentionI am sorry to hear that you encountered an issueI 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 concernOnce again, thank you for bringing this to our attention

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ Selling, buying, and sharing accounts are actions against our Terms of UsePlease also know that Game of War has had Terms of Use since its release, and by playing Game of War, you have always been bound by our Terms of UseYour decision not to accept our Terms of Use and to not continue to access the Game does not entitle you to a refund of any kind You can access and print our updated Terms of Use from our website at http://www.gameofwarapp.com/termsofservice.html 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: Quit hiding behind that garbageWhat a weak excuse when you let players violate the terms every day, but you people do nothing about it because they give you more money, you discriminating jerksI've sent in evidence of multiple violations, yet zero action has ever been taken So, what's your next BS excuse instead of just doing what's right?Sincerely, [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

Hello,Please allow me to begin by thanking you for bringing this to my attentionI am sorry to hear that you encountered an issueI do see that you were working with one of our support agents who was able 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 concernOnce again, thank you for bringing this to our attention

Hello,Thank you for your messageI 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 concernsPer our Terms of Use we are unable to provide a refundIf 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,I 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 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 issueThe agent also offered additional compensation since we are not able to refund the items that had been delivered, and used, in gamePlease 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 [redacted] , Thank you for your message and your feedbackI have reviewed your most recent support requests and can see that you have received responses regarding your gameplay concerns Should you encounter any additional issues or concerns, we ask that you submit them directly to the support teamYou may reach them directly via [redacted]

Complaint: [redacted] I am rejecting this response because: as you can see your getting the same damn run around as I did . I forwarded you the screen shots of Mz support staff stating I paid and didn't get what I paid for . It's clear in. Lack and white print what else do I have to do for you to represent the customers they are screwing over in a daily basis Sincerely, [redacted]

Hello,Thank you for responding back to 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 still am unable to locate an open support requestPlease 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, 2015/06/19) */ Unfortunately, we would not be able to help players recover accounts that they chose to compromise by sharing their account informationSharing your account information with another person is a violation of our Terms of ServicePlease see 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 ServicesWe 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 knowledgeYou 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 accountYou may not use anyone else's account at any timeYour account is personal to you and you may not transfer or make available your account to othersAny distribution by you of your account or related information may result in immediate suspension and/or cancellation of your account without refund." The Terms of Service can be found in full here: http://www.gameofwarapp.com/termsofservice.html Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company allows the changing of email addresses without confirmationThis implies that the company condones the sharing of information regardless of their terms of useToo many people have lost their accounts because they thought they shared information with someone they thought they trusted and ended up being locked out of their accountsThis happens in this game with alarming frequencyThe company claims to protect its players but yet does nothing when an account owner is tricked through a hackerThis leaves me no choice but to file suit against the company and possibly a class action suit over their lax security on changing login credentialsThe behavior of the company indicates that they implicitly condone the buying and selling of accounts and in fact there are many articles on how to buy and sell accounts and how to install a backdoor to take your account backLosing $85,is not something I will take lightlyAs I stated, I'm not after a refund, I want what is mineIf that requires taking the company to court so be itThey are non-responsive and do not protect their players at all, nevertheless the high spending palyersI will do everything available to me to expose the company's security flaws through court hearings which I'm sure will become publicTheir choice is simple; give me my account back and I go away quietlyResist that and I will never go awayMy attorney is already talking about filing a class action just by doing a simple search on how many accounts have been lost in the manner, and the company refusal to return the accountI certainly hope it doesn't come to that, but I do have the resources and legal assistance to pierce through this inadequate terms of service and how easily the owner of an account can be locked out of their account Final Consumer Response / [redacted] (3000, 14, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company allows the changing of email addresses without confirmationThis implies that the company condones the sharing of information regardless of their terms of useToo many people have lost their accounts because they thought they shared information with someone they thought they trusted and ended up being locked out of their accountsThis happens in this game with alarming frequencyThe company claims to protect its players but yet does nothing when an account owner is tricked through a hackerThis leaves me no choice but to file suit against the company and possibly a class action suit over their lax security on changing login credentialsThe behavior of the company indicates that they implicitly condone the buying and selling of accounts and in fact there are many articles on how to buy and sell accounts and how to install a backdoor to take your account backLosing $85,is not something I will take lightlyAs I stated, I'm not after a refund, I want what is mineIf that requires taking the company to court so be itThey are non-responsive and do not protect their players at all, nevertheless the high spending palyersI will do everything available to me to expose the company's security flaws through court hearings which I'm sure will become publicTheir choice is simple; give me my account back and I go away quietlyResist that and I will never go awayMy attorney is already talking about filing a class action just by doing a simple search on how many accounts have been lost in the manner, and the company refusal to return the accountI certainly hope it doesn't come to that, but I do have the resources and legal assistance to pierce through this inadequate terms of service and how easily the owner of an account can be locked out of their account

Initial Business Response / [redacted] (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 issueAdditionally, 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 / [redacted] (3000, 9, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is nonsense and is irresponsibleThey received over thirty complaints on the first two days aloneOther players also emailed in my behalfThe "account" can be moved to any email address I chooseIn addition, they have responded to me on several occasionsThey are 100% aware There is one representative who recently contacted me, that asked for more detailsThe case, however, is nowhere near resolved Final Business Response / [redacted] (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 addressWe 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 emailsNo 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

Initial Business Response / [redacted] (1000, 11, 2015/11/30) */ I've checked our records, and there is no MZ account currently registered to the email address this complaint is being sent from 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 addressWe would not be able to discuss the details of any MZ accounts in this correspondence

Hello,Please allow me to begin by thanking you for bringing this to my attentionI am sorry to hear that you encountered this issueI 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

Hello,Thank you for reaching out to us about your concernsI 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

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 I can can confirm that I received the discounted sale in game However, this took more than a month to resolve and was only due to my constant emails to the company and finally due to lodging a complaint here The customer service with MZ is SEVERELY lacking and needs serious improvement I love the game but its long term survival is doubtful unless it starts listening to its customers.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ 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 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 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

Complaint: [redacted] I am rejecting this response because: I have already contacted "support once" and it was no help Here is the response I received from "support." I wasn't trying to "go against higher level enemies." I spent over $on this rip off of a game just so I can end up with absolutely nothing because this company justifies every thing by "keeping up a peace shield." I don't more resources I want my money back that I was mislead into believing "purchasing" their packs would be beneficial and they did absolutely nothing for meThis company just wants to scam people out of their money and justify everything with in game peace shields Ticket #: [redacted] Customer Support Representative: [redacted] Ticket history: [redacted] (Support) Apr 29, 13:PDT Hello [redacted] ,Thank you for contacting MZ Support!My name is [redacted] and I'll be assisting you today! I would like to mention when going up against higher level players, try using different strategies to throw other players off their guard! Use items to boost your attacks or set up Peace Shields to protect yourselfJoin different Alliances or ally with other Alliances!Our players have many different ways of how they play the gameThere is no one single way to play or win in Game of War! I encourage you to get together with your Alliance to progress forward toward victory!I know how frustrating it can be when issues like this interrupt your experience in Game of WarI'd like to offer a small gift to thank you for your patienceYou'll see the following added to your inventory:x 100,000,000,000,Resource Bundlex 100,Day Speed Upx 10,Day Speed Upx Hour 1500% Training Queue Boostx Hour +75% Training Speed Boostx Lvl Food Alliance Gift TileIf there's anything else I can assist you with, please don't hesitate to let me knowI'll be happy to help.Thank you for playing Game of War - Fire Age!Regards, [redacted] Game of War - Fire Age! Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ I have checked our records, and this user's account currently has 312x 2,000,Silver items and 10x Day Speed Ups in its inventory All of the items that were listed in the support request for his purchase were added to his account successfully I noticed that this user's account is fairly low levelHe would not be able to see Day Speed Ups available for use until after reaching Stronghold level Regarding the 2,000,Silver items, we have recently introduced a new feature called "Reverse Resources," that when enabled, will display the highest level resource items at the beginning of the inventory list, instead of the endI would recommend this user activate this under the More -> Options menu if he is having trouble scrolling through the inventory list and locating the higher level resource items Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) They took approximately days to resolve the issue after contact with Revdex.comThe items purchased were finally added to inventoryTheir response is inaccurate and lacks any semblance of accountability in that, the items were in fact missing and it took reporting the issue to Revdex.com to get them to investigate and add them inI appreciate their suggestions but what I would appreciate more would be better customer service and response at the initial point of contact