Machine Zone

Hello,Please allow me to begin by thanking you for bringing this back to my attentionI 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 do not see any open support tickets regarding this issuePlease 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 /* (1000, 5, 2015/09/16) */
I've checked our support records, and there have been no support requests sent to us from this accountAdditionally, there is no MZ account registered to the email address this complaint has been submitted from
Due to our account security
policy, we cannot discuss any details surrounding an account unless the player either submits a support request to us while logged into the account, or by sending an email to ***@machinezone.com from the account's registered email address

Hello,Thank you for reaching back out about your concernsI 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 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

Hello,Please allow me to begin by thanking you for bringing this to our attentionI've tried to locate your inquiry 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

Complaint: ***I am rejecting this response because: it's the same cookie cutter B.SReally ? I can't ever get a response with my issuesSo if this is a real person please respond with an actualRespince towards refunding my moneyThis is no joke like your playing it to be. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I was cheated on a purchase
I contacted you and tried to get resolution
I was then ignored
I have stopped using your services
I have items paid for that will never be used
I want refunded for dollars spent on items that will not be usedSincerely,*** ***

Complaint: ***I am rejecting this response because: I currently do have a ticket open because some of the items that I was supposed to get STILL are not working, they keep saying that their records show everything is working but it's notSome of the items I'm supposed to receive have to do with research and because these items aren't working I cannot continue playingYour "terms of service" are definitely in question because I literally have purchased items that I cannot useThey have also said that billing issues need to be brought up with apple itunes, however apple iTunes have had so many complaints with Machine Zone that they will no longer give any refundsThat's right, even apple is tired of dealing with this company, and they will not refund my purchases. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/10/01) */
I've checked our support records, and there are no attempts to contact us that have been sent from this person's email addressI have also checked our database and found that there is no MZ account registered to this email addressIf this user
is unable to log in, he will need to send an email to ***@machinezone.com from the email address he used to register his accountWe will answer his concern as soon as we are able

Complaint: ***I am rejecting this response because: I have spent over $between two accounts since 3/31/The items missing are items all small accounts needs to grow and get past strong hold I request that you ask for a list of all packs released since 1/1/so that you can see that the items I was missing was in most packs but special ones, **: alliance city packs and ones like thatSincerely,*** *** ***
MZ Support
Jun (days ago)
to me
-----------------------------------------------------------------
*** has updated your request (***)To add additional comments, please reply to this email
*** (Support)
Jun 29, 12:PDT
Hello *** ***,Thank you for contacting us!I'm sorry to hear you feel unsatisf**d with your exper**nce in the game recentlyWhile I'm not able to provide a refund for purchased items that have been delivered to your account, I'll be more than happy to help assist you in-game, in any way I can.If you have any specific questions, comments, or concerns that I can help address to make your exper**nce in the game more enjoyable, please don't hesitate to let me know!Thank you playing Game of War - Fire Age!Best Regards,***
*** ***>
Jun (days ago)
to MZ
Thank you ***, I want the gold back that I spent on hammers as they should have come with the packs and I want the columns that should have come with the packsEven the packs today still have no hammers or columns**
*** *** is not in any of the packs today eitherWhoever has set up these packs left a lot of items outWe all know it's by mistake, we just want the mistakes fixedThe packs need fixed too
I am in game now, on ***You will have to see what should have been in those packsI seem to be missing so much! No opalite glass, no hammers, no columns to get past sh 24, no product to upgrade my gear
You can see from my account all the packs I bought and what should really be in itIt's very frustrating
Thanks so much for your help!
***
MZ Support
Jun (days ago)
to me
-----------------------------------------------------------------
*** has updated your request (***)To add additional comments, please reply to this email
*** (Support)
Jun 30, 06:PDT
Hello *** ***,Thanks for contacting us again.***,I apologize for the delay in responseUnfortunately I am unable to provide you those items as your purchases have been successfully delivered to your account.I understand that this is very frustrating for you, however ***, there are some requests that we simply do not have the ability to assist withI do apologize for any inconven**nce that this may have caused youPlease keep in mind that all of a pack's contents will be listed on the sale page; you can tap More to rev**w the contents of a specific sale before you purchase itBecause we can't reverse transactions once they're complete, it's very important to make sure the pack contains everything you're looking for before you buy!If there is anything else I can do for you in the future, please do let me know.Sincerely,***
Welcome back,Thank you for writing in.I apologize for the previous response.I understand your your concern regarding the materials you receive from the pack was not enough to craft the set.Please keep in mind that all of a pack's contents will be listed on the sale page; you can tap More to rev**w the contents of a specific sale before you purchase itBecause we can't reverse transactions once they're complete, it's very important to make sure the pack contains everything you're looking for before you buy!Considering you as a valuable player, I have gifted you with below item:X Mythic Behemoth Chest If you have any other concerns, please feel free to raise another ticketWe'll be happy to assist you furtherThank you for playing our game.Sincerely,***
This is a different ticket for missing gear; *** had no problem supplying items to help craft the missing gear*** l**d and backed out of what he saidI want my money back and they can have their account back that way I am not benefitting from them what so ever

I have worked with support agents but yet nothing ever comes of it when I send in screen shots of issues I have another person sending me information that I already knowI want to talk with someone on the phone no more emails Complaint: ***I am rejecting this response because:Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/16) */
I'm sorry to hear that this user is experiencing latency issuesWhen we provide troubleshooting steps, we are not attempting to pass *** onto a user, we're trying to explain how to stop some of these symptoms from affecting regular
gameplay
Customer Support does not have the ability to directly "fix the lag" for usersThe causes for symptoms that users would interpret as latency are innumerable, and some of them are beyond our controlWhat we can do is pass ** the details regarding users' experiences to our Operations and Engineering teams for investigationHowever, when the only details that we have to go on is that somebody is "lagging" our ability to investigate is limited
Regarding the other player, we cannot discuss any details about his account with others due to our account security policyIf that user is unable to log in to his account, he will need to send an email to ***@machinezone.com from his account's registered email address for assistance

Complaint: ***I am rejecting this response because:
No resolution has been offeredThe business response is not unlike the scripted responses given at the customer service levelThis business continually misleads its customers on contents of in app purchases and then does not take care of the customer when the product is questioned. Sincerely,*** ***

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: it says there was a ticketIssued for this complaint and there is nothing in my email I did check my spam and nothing either If you read my complaint this is part of my issue withEpic War AKAMobile Strike.
I would prefer all communication on hear and the first response does not suorise me at all!!!
Will you please send me a valid response
Thank you
***
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I tried reaching out to customer service as requested in the business' response It has been a few days and I have not heard back.Sincerely,*** ***

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 request with the information that you have providedPlease 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,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

Complaint: ***I am rejecting this response because: they obviously have no desire to resolve this I ask the Revdex.com lower any rating they have leftThey have sent the same canned response they send to all their support responses they do nothing but steal moneyI am also going to ask federal authorities open an investigation into their practices.Sincerely,*** * ***

Initial Business Response /* (1000, 5, 2015/10/08) */
I'm very sorry to hear this customer has had difficulties completing an in-app purchase
I've checked our support history and found this customer's support requestOur support representative asked for the order numbers contained on the
customer's Google Play email receipts, but we have not yet received that informationOnce this customer has provided us with the requested information, we'll be happy to assist with this issue
We ask that the customer please check his account's registered email address and respond to the support representative with the requested informationWe'll be able to fully resolve this request from there
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent the order numbers they have requested , and am waiting on a response I would like to note that I didn't have trouble completing a In-app purchase the money came out of my account fine so the trouble is that machine zone has yet to credit me with my purchase!
Final Business Response /* (4000, 9, 2015/10/20) */
We've received the additional information, and we're currently working with Google to resolve this issueWe will update the support ticket as soon as the issue has been resolvedWe appreciate our customers' patience and understanding while we work with the payment processors to resolve these issues

Initial Business Response /* (1000, 5, 2015/10/09) */
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 you may have seen was to notify you that we have updated our
Terms of Use and to ask you to affirmatively accept themRequiring 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 you would prefer not to agree to our Terms of Use, as with any mobile app you are free to do so, but then you will not be permitted to continue to access Game of WarYour 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 kindIn addition, please be aware that by accepting our Terms of Use and proceeding to access the Game, you accept them in full, and that you may not partially accept or reject all or any of the Terms
You can access and print our updated Terms of Use from our website at http://www.gameofwarapp.com/termsofservice.html