Machine Zone

Hello, Please allow me to begin by thanking you for bringing this to our attentionI've tried to locate your email but am unable to locate any open support tickets regarding this issue, given the information that you have providedPlease submit a new support ticket and continue to work with an agent who will assist you in finding an alternate and acceptable resolutionOnce again, thank you for bringing this to our attention

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ 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 customersThis person has already been contacted by our legal team by telephoneWe will not return any Game of War accounts to this person's possession, and we will not discuss the case any further

Complaint: [redacted] I am rejecting this response because: I have tr**d dealing with [redacted] and other customer service re [redacted] 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]

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ I've checked our support records and see that this user was replied to back on 10/27/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 / [redacted] (1000, 5, 2015/07/29) */ 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 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

Hello, Thank you for writing backI have tried to locate your most recent support request, given the email and information provided, and was unable to find one in regards to the concerns you haveIf your concern has not been fully resolved yet, please 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

Initial Business Response / [redacted] (1000, 5, 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, Thank you for responding back in regards to your concernI've taken a look at your recent support requests and see that one of our agents has responded to, and was able to resolve, your issue in support request [redacted] If you have any other concerns please submit a new support request and one of our agents will be happy to work with you to resolve your concern Thank you

Hello,Thank you for getting back to meI do see that you are still 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, 2015/10/20) */
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 UseIn line with industry standards, the recent popup users have seen was a notification that we have updated our Terms
of UseRequiring 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 WarThe 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 kindIn 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, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Did their official response actually not address the issue of the product becoming defective?
If the terms of use were always enforceable, then why release them again and force people like me who have an unplayable game, to accept them or be unable to log in to protect their investment?
I have a tremendous amount of emails going back and forth between machine zone and myself, showing not only admitted fault and repeated requests for my patience, but multiple images of unacceptable graphic failure that visually identify that the product is defective
Machine zone originally tried to blame my device, so I replaced it, and had the same issues
Machine zones stance on defects is appalling and from the consumers standpoint, completely unlawful
Insinuating that my acceptance of the terms have any bearing on the fact that the game became unplayable with no apparent fix is absurd
This is a defect issue that was magnified by machine zones attempt to force me to sign on to unacceptable terms of use
Also, no terms of service or use were ever presented during the entire duration before the product became defective, hence my inability to protect my account without accepting them
Does Machine Zone actually think that their self serving attempts to limit the damage they have done does not appear completely transparent to people like me who have made a sizeable investment, and are left standing with absolutely nothing?
Nobody can sell a defective product in this country, and then conveniently try to ignore that the problem existsIt's the equivalent of what would be considered a "snake oil salesman"
Looks like legal action is the only course at this pointIn the meantime, I intend to expose them to the best of my ability if not properly and professionally handled in a timely manner
THIS IS A SIMPLE CASE OF POOR ETHICS AND PRINCIPAL!
Final Business Response /* (4000, 9, 2015/11/03) */
As previously stated, 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 WarThe 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
As for the graphical issue that has been reported, please know that this is something that our engineering team is investigating
Final Consumer Response /* (4200, 11, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There isn't much more to say from my standpoint other than I'm obviously not satisfied, as Machine Zone is not taking responsibility for their defectsWhile I know it was only a small percentage of the community that experienced the issues I have described, I personally know several other members that had the same symptoms happen in the exact same time
My claim is certainly not a surprise to them, and Google Play knows all of this as wellThey apologized for the defects when I received my partial refundUnfortunately, under the Google Developer Policy, developers are required to provide support and refunds for defects, and Google could only do so muchMachine Zone has done neither of the aforementioned obligationsHence this complaint
While I have emails that show Machine Zone had identified the problem dating back to September, their response to an investigation is just another poor attempt to ignore the serious problem that has existed and their inability to fix it
They are well aware of all of this, and I will be taking appropriate action due to their unwillingness to stand behind their productThe staggering evidence backing up my claim will make their response look like exactly what it isSelf serving, negligent and unprofessional, among other thingsThank you for your time

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 were able to reach a resolution with 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 feedback I apologize for any delay you've experienced with support. I have reviewed your most recent support request and can see that you have received a response regarding your game 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 ***

Complaint: ***I am rejecting this response because:
I have tried communication through email several times the best I got was one agent giving me a small amount of speeds that will not even get me close to the amount of speeds that I had to use of mine The email for the account I am complaining about is [email protected] I also told the agent in email that if they couldnt fix it that I was filing with the Revdex.com he obviously didnt care about that either My fellow alliance mates email attached to acct is [email protected] He was also screwed out of speeds too and he didnt have enough saved up to go ahead and get to BT like I did
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/22) */
This user's situation arose as a result of him choosing to share his account informationSharing account information is a violation of our Terms of ServicePlease read the following from 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 *** 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
You can find the Terms of Service in full here:
http://www.gameofwarapp.com/termsofservice.html
This user was able to access his account again after speaking with the person who he shared his info with
Final Business Response /* (1000, 12, 2015/07/01) */
This user's situation arose as a result of him choosing to share his account informationSharing account information is a violation of our Terms of ServicePlease read the following from 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 *** 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
You can find the Terms of Service in full here:
http://www.gameofwarapp.com/termsofservice.html
This user was able to access his account again after speaking with the person who he shared his info with

Hello,Thank you for responding back about thisI am sorry to hear that you encountered an issueI do see that in request #*** 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 concern. Once again, thank you for bringing this to our attention

Initial Business Response /* (1000, 11, 2015/10/06) */
We're sorry to hear that this player was experiencing latency issuesI've checked our records, and we did not have any outages or issues with our servers on the dates of September 19th or September 20thUnfortunately, 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 latency issues
Initial Consumer Rebuttal /* (3000, 13, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There were several issues with there servers and they admitted it to the players in a game blogTherefore a lot of players boycotted buying for a week tell they fixed the issueThere announcement was on 9/24/for the issues people were havingThere was a second update posted for issues on 9/30/They know there was issuesThey just don't want to make it right
Final Business Response /* (4000, 15, 2015/10/14) */
I have checked our records, and we did not release any blogs indicating that our servers had any outages on those dates, nor did we release a blog promising reimbursement for any losses in combatThe blogs that were posted on September 24th and September 30th were "developer diary" style entries, that offered details on improvements that our team is developing for Game of WarFor example, we shared details about optimizations we implemented, such as targeting an issue with particle effects that affected certain devices
We take our customers' reports of issues they experience very seriously, and our engineering and support teams work closely together to investigate themWe've reached out to this player in our support system regarding this issue
Final Consumer Response /* (4200, 17, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was the email sent to me by there support team this proves they had problems on the system
*** (Support)
Oct 12, 03:
Hello there,
Welcome back,
First of all, I would like to apologize for the delayed response time to your ticketWe've recently experienced a larger than influx of tickets in the past few days, and we're very sorry it has affected our response time! We will be sure to improve on this in the future
I understand your concern and sorry for any inconvenience caused to you
Hence, As a sign of good faith, I have credited you "x Day Speed Up and x Expert Resource Chest"
Unfortunately, we do not have an option to reverse the entire battle or compensate you more on this issueI am sorry for the disappointing results
Hope these items will help you in restoring a portion of the loss.t 12, 03:
Hello there,
Welcome back,
First of all, I would like to apologize for the delayed response time to your ticketWe've recently experienced a larger than influx of tickets in the past few days, and we're very sorry it has affected our response time! We will be sure to improve on this in the future
I understand your concern and sorry for any inconvenience caused to you
Hence, As a sign of good faith, I have credited you "x Day Speed Up and x Expert Resource Chest"
Unfortunately, we do not have an option to reverse the entire battle or compensate you more on this issueI am sorry for the disappointing results
Hope these items will help you in restoring a portion of the loss

Hello,Thank you for bringing this to our attention and I am sorry to hear that you encountered an issueI do see that in request *** you were provided a solution to your concernsIf you are still not satisfied with this resolution please 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 concern. Once again, thank you for bringing this to our attention

Complaint: ***I am rejecting this response because:
There are several tickets under my account with this very complaintIt doesn’t make much of a difference now as all of my friends and I have QUIT playing the game and SPENDING our money.Sincerely,*** ***

I HAVE sent in screenshots and videos but every time I send something it is always someone else that answers that reply and they give me the same *** answersI WANT TO TALK TO SOMEONE ON THE PHONEI have accountswork perfectlyThey one I have issues with is messing up majorityNot sure what they hell you have in you severs but has fried devicesI tried to use other devices to see if maybe it was something wrong with my phoneMy IT guy pulled up the hard drive and your game is bugged with virusesSo again I WANT SOMEONE ON THE G*** PHONE *** *** ***I AM SERIOUSLY GETTING FKING PISSED OFFNEXT CONTACT FROM ME WILL BE THRU ATTORNEYS. Complaint: ***I am rejecting this response because:Sincerely,*** ***

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 ***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