Machine Zone

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/11/23) */
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

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 was 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 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

Hello,Thank you for responding backI do see that you are still working with one of our support agents in regards to your issue in request ***It looks like our agent is still awaiting additional information, in the form of screen shots, in order to continue assisting you with thisPlease provide that information at your earliest convenience so that we can work towards a resolution for you Once again, thank you for bringing this to our attention

Complaint: ***I am rejecting this response because:
Dear sir or ma'am,
Thank you for your reply and for forwarding the information to the proper individualsThat said, your response made it sound as if I had a choice to access my accountI rejected the ToS and was "locked out" of my account for not accepting your NEW ToSAs stated in previous complaints, I had money invested and you changed your ToS in a manner that I felt stripped me of certain rights that I had previouslySo it is known, I didn't make the choice to not access the account, I was locked out by Machine Zone for not accepting their ToSFor the above as well as all previous complaints on file, your refusal to discuss a refund is unacceptablePlease have the proper individuals contact me once they have reviewed the information you've forwarded themThat information should include all complaints and other pertinent information in regard to this claim
Thank you and have a good dayI look forward to hearing back from the proper individuals
Sincerely,*** ***

Complaint: ***I am rejecting this response because: opening a report with MZ didn't work the first time why would it work this time?
Email ***_*** I believe was the email I was using when I first reportedI have multiple emails though. Sincerely*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

***,
I appreciate you taking the time to respond to me
I thank you for what you have done to help me
Yes I am still not satisfied and I guess will remain so
It is a sad situation when you are a loyal costumer for many years to a company
then to have them treat you like a cheat when all you want is for them to fix their mistake
well, all I wanted at first then after much heartache and obvious disregard on their part
I started to ask for a refund and as I stated I wont quit asking
but I will leave you alone
have a wonderful day

Initial Business Response /* (1000, 5, 2016/01/21) */
I have reviewed this users support requests and can see that their issue was responded to and resolvedWe have also created a follsupport request to ensure this users concerns are addressed
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

Hello ***,
Thank you for your messageAs previously explained, your concerns were addressed via your support ticket.
Should you have any other issues or concerns; I ask that you submit them directly to the support teamYou may reach them directly via ***

Initial Business Response /* (1000, 15, 2015/09/16) */
I've checked our records, and we've received this user's support ticket and answered it
The initial response provided referred to the inferno event occurring at the time of the user's ticket submission, as we were asked to investigate the
"current inferno."
This turned out to be the incorrect Inferno, and the user then provided clarification on which event he was referring to
The agent then informed the user that we have records of him scoring 52,992,points in that event and qualifying for two tiers of prizesHe was then informed of what prizes he won and when they were added to his account's inventory
Following this message, the user did not respond back to us, so we assumed the case was resolvedIn case there is any confusion about how prizes from events are awarded, prizes are not "available for collection" following the completion of an Inferno eventThey are automatically added to users' inventoriesOur system will automatically send an in game message with details verifying that the items have been awardedI've checked this user's account records, and I've been able to locate the messages received for the event being referred to in this case
Initial Consumer Rebuttal /* (3000, 17, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me say thisI did respond but Mz's continued to say that they couldn't control the issue sinc it was "my fault"I was informed according to their records I received the prize and if I did not it was either my internet connection or my mobile deviceThe company of MZ needs to quit blaming the people who pay their bills!!! I enjoy playing this when I works which is 50% of the timeBut then again it's not their fault it's every single customer they haves fault!! They send you a email stating sorry but MZ unfortunately can't reimburse you for anything cause it's either your connection or deviceWhat great customer service!! Look at the ratings and reviews on the app or onlineI feel they should reimburse me for my lost items plus how long it's taken to get this resolved hopefullyThank you
Final Business Response /* (4000, 19, 2015/10/01) */
As stated before, we did not receive a reply from the user containing any details about what items he feels he's missingThe customer's original message stated "Ive been doing the current infernoAnd I haven't received any of my prizes at all." After we informed the player which items we won, and when he received them, we did not receive any further responses from the customerWe did not mention at any point in the correspondence that any issues he was experiencing were "his fault." We only explained how many points he scored in the Event, what prizes he won, and when he received themThe only issue that was raised to our attention was that he did not receive any prizes from an event
We highly recommend he send us a support request containing details regarding the items he feels are missing from his account so that we can investigate

Hello,
Thank you for reaching back out about your concernsI unable to find an open request in regards to the concerns you haveIf 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, 2015/11/16) */
I'm very sorry to hear this customer has had difficulties with their in-app purchase
We have reached out to this user via a new support ticket, requesting this customer's Google Play email receipt for the missing purchaseOnce this
customer has provided us with the requested information, we'll be able to assist with this issue
Final Business Response /* (1000, 15, 2015/11/30) */
This appears to be a duplicate of Revdex.com Complaint #XXXXXX
For ease of review, please find the response we sent previously regarding this issue
"I'm very sorry to hear this customer has had difficulties with their in-app purchase
We have reached out to this user via a new support ticket, requesting this customer's Google Play email receipt for the missing purchaseOnce this customer has provided us with the requested information, we'll be able to assist with this issue."
Update: The user did not respond to our request; as such it was automatically closed due to inactivityWe ask that this user submit a new support ticket and provide the requested information

Initial Business Response /* (1000, 5, 2016/01/21) */
I have reviewed this users support requests and can see that their issue is in the process of being handled
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: ***I am rejecting this response because:
HI
Thank you for taking the time to help me resolve my problem with Machine ZoneI have new information about the case. My year old son plays the game with meHe helps me with doing research and enhance equipment in the gameOn the day of question, my son was online and he saw a message from someone on alliance commentsThe person claimed that he sells the same packages cheaper than what is being offered thru the gameMy son contacted that person and he was fooled by himMy son provided log in information to that personMy game password and my email password are the sameThe person who got the information from my son changed the game email address and stole my accountI have found my account on the gameIt is under the name "***"I have also noticed that the person who stole my account did nothing to improve itI am sure that Machine Zone noticed the change in spending behavior since the incidentI was spending at least $per week to update and improve my accountPlease provide this information to Machine ZoneSincerely,*** ***

Hello Mr***,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 have reviewed your support ticket
#*** and have reassigned your issue to a senior support agent who will assist you in finding an alternate and acceptable resolution.Once again, thank you for bringing this to our attention

Complaint: ***I am rejecting this response because:This is the same typical reply from their support teamThey may offer some gameplay items but no resolution to the problemMy legendary commander is still unavailable even after being told by support that the issue was resolvedIt is unacceptable to be offered incentive to continue playing their broken gameI am thoroughly insulted by the fact that they think offering me items to lure me back into playing again seems like a reasonable course of actionI waited patiently for them to fix the root issue so I could continue playing, but they’re obviously incapable of suchI have stopped playing the game and have advised many of the people I knew in game to do the sameWhat kind of business is bound by its terms to not offer a refund when they are unequivocally at fault for a defective product? Not one that I am willing to do business with.Sincerely,*** ***

Complaint: ***I am rejecting this response because: see this is just an automated system that is replying not a live personA majority of my emails to them were just like thisThey don't even acknowledge my message Mobile strike looks to me as a fly by buisness, that the only focus is to make money and that's it! People have spent thousands of dollars and quit the game because it gets too much money and I believe there strategy is for that because the game is coming to the endYou should really consider these peoole, and I as one , that we work hard for our money , and you should be ashamed to rip people off by not including the items they boughtSo respond again like you always do with out a live person cause I'll do this until I get a valid responce!!!Sincerely,*** ***

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 *** 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 getting back to meI do see that you are still working with one of our support agents in request #***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