Machine Zone

Initial Business Response /* (1000, 5, 2015/12/22) */
I've checked our records, and there is no MZ account currently registered to the email address this complaint is being sent from
We ask that this user provide the email address tied to their MZ account so that we may assist them

Initial Business Response /* (1000, 5, 2015/11/05) */
I've checked our support records and see that this user was replied to back on 10/22/However this user did not reply back to our request for more information, and the ticket eventually closed due to inactivity from the user
We ask
that this user submit a new help request so that we may provide assistance
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not contact us on 10/22/They contacted us in November and we responded immediately
After responding with the requested information and as we stated in the complaint that their system rolled back to an email account that we no longer have access to
***@gmail.com
We have receipts we also included in the email showing all the purchases on the account back to late November of
Forwarded message
From: ***.iphone
Date: Thu, Nov 5, at 2:PM
Subject: Fwd: Re: I have other questions about this order
To: "***@gmail.com"
Sent via the Samsung Galaxy S(r)active, an AT&T 4G LTE smartphone
Original message
From: Machine Zone Support
Date: 11/05/XXXX X:XX PM (GMT-05:00)
To: *** Iphone
Subject: Re: I have other questions about this order
##- Please type your reply above this line -##
*** has updated your request (XXXXXXX)To add additional comments, please reply to this email
*** (Support)
Nov 5, 10:
Thank you for contacting Machine Zone Support!
Would you be able to provide us with a little more information so that we can assist you further?
Kingdom Name and Number
Current and Previous Account Name
City Name
Hero name
Alliance name (if applicable)
Email tied to the account
Provide all email addresses associated with the account
Date/time of last log in
Date/time/cost of last Sales Packs purchased on this account
Who else had the login information for this account?
Let us know if we can be of any further assistance
Regards,
***
*** Iphone
Nov 3, 10:
This is a follto your previous request #XXXXXXX "I have other questions abou..."
I'm having issues updating my account
There was a roll back and now it has changed my email to an account I cannot accessI have contacted the Revdex.com and the Indiana Attorney General's officeIf I do not get a response I will charge back all the money spent on the game as I do not have access to this service and you are not providing me with the ability to access the account
Message-Id:1G609G306N_563b9a7a7aee4_XXXXXfb8fd2cdXXXXXXXXfc_sprut
Final Business Response /* (4000, 9, 2015/11/13) */
I have reviews our support records and can see that this users request has been replied 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 Business Response /* (1000, 5, 2015/10/08) */
I've checked our records, and there is no MZ account currently registered to the email address this complaint is being sent fromUnfortunately, 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
Initial Consumer Rebuttal /* (3000, 7, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the company is replying with a bold face lieI have SEVERAL emails (***@yahoo.com) going back and forth with MZ's worthless and lying representatives regarding this issue with screen shots included and I have been playing the game sinceMatter of fact I even received an email from them this morning at 5:07am PST offering me a slap in the face compensation that nowhere near helps me with the issue I have with themI have also contacted their corporate office and left several voicemails with no reply backI just want my million troops back, 150k gold, and the resources it took to build thrmI am not asking for anyhting more than what they took from me which they say they do not have to power to do which is a bold face lie becasue I have sent them screen shots of them doing it for other accounts that spend $100's of dollars with themBecasue I do not spend $100's of dollars I am pushed to the side and lied toI have complied with everything they have asked me to do and still I have proven to them that the issue is not caused by me but their server/programand they they continue to screw around and waste not only my time, their time and money, and now the Revdex.com time as wellI just want back what is rightfully mine that they (MZ) has taken awayIf needed I have all emails saved that you (MZ) supposedly have no record of and no record of me being a user in your gameby far this is the worst customer service I have ever dealtI am a manager in a call center myself and If any of my employees treated a customer like this they would find themselves standing in the unemployment line along with the managers involved if any at all were involvedplease feel free to contact me via cell phone and I would be happy to show you proof that I am a active player in this game and I have all the emails going back and forth along with the screen shots I have taken for proof* N*** XXX-XXX-XXXX or ***@yyahoo.com
Final Business Response /* (4000, 9, 2015/11/03) */
The email address provided by the customer in the message is a different email address than the one this complaint was sent fromI've checked our records, and I see that we have responded to each of the support requests that were sent from that email address
Due to our account security policy, we would not be able to discuss any details surrounding support requests sent from another email address or MZ accounts registered to a different email address in this correspondence
If this customer is continuing to experience issues, we recommend he raise a new support request by sending one in game, or sending an email to ***@machinezone.com
Final Consumer Response /* (4200, 11, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
again as I stated before- I have SEVERAL emails going back and forth from my alternate email address I use with this accountYou do have record of this account because you have also tried to offer me a junk offer for compensationI am not satisfied with this reply because they continue to deny the face that my account under ***@yahoo.com does not exist which I am playing on now as I typeAgain not to mention the many emails you have sent me regarding this issueI want my million troops back, the gold, and resources it took to rebuild what you have taken from me because of your server issue you seem to want to dodge blame forSo again please send me back what is mine

Initial Business Response /* (1000, 13, 2015/11/30) */
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
Initial Consumer Rebuttal /* (3000, 15, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The account was not bought, sold or sharedI had my son in law assist with educating me about the gameI have received emails from others that have sold and bought account that machine zone has banned and they have had there account access returned after asking and others received warningsI received no warning and have a large amount of money in this account
Final Business Response /* (4000, 17, 2015/12/11) */
I have reviews our support records and can see that this users request has been replied 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
Final Consumer Response /* (4200, 19, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There version of solved, is blocked my accessAnd now that account has been degraded to the point that all my funds used for it are worthlessMachine zone is a corrupt and running illegally by denying access to monetary funded accounts

Initial Business Response /* (1000, 7, 2015/10/01) */
I'm sorry to hear that this customer feels that we are discriminating against him, that is certainly not our intentionCurrency fluctuations can occur on a daily basis, and this is out of Machine Zone's controlInternational pricing of sales
are adjusted to maintain parity within different regions
Initial Consumer Rebuttal /* (3000, 9, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response as there was an 11% increase in the price of my packs, which cannot be explained by currency fluctuations, as the Euro has not fluctuated that much since its inceptionIf there were an 11% change in the value of the Euro, it would be worldwide newsI think we would all be aware of that
Whether or not it is Machine Zone's intention to discriminate is not relevantThe fact remains that discrimination is happeningThe intention does not matter to meWhat matters to me is that there is a material difference in the cost of using this product, solely based on the country you are fromThis is the definition of discrimination
Machine Zone states that "sales pricing is adjusted to maintain parity within different regions"Firstly, this is the first admission from Machine Zone that they are setting the price for their product - bizarrely, they have denied this until nowSecondly, while the intent may be to maintain parity, the effect is in fact to introduce disparityThe previous price of these packs was 89.99, which as of today is USD $101.40, a slight difference from the US pack price of $99.99, but close enoughThe current price post these changes is 99.99, which as of today is USD $So to say that these changes maintain parity is disingenuous to say the least, given that they have in fact introduced a greater disparity than what has previously existed
Final Business Response /* (4000, 11, 2015/10/14) */
I'm very sorry to hear that this player feels that we're unfairly targeting residents of his countryUnfortunately, currency fluctuations are something beyond the control of Machine ZoneWhile Machine Zone Support does not have the ability to change international pricing for any in-app purchases, I've ensured that this customer's feedback has been noted and forwarded to our Marketing and Sales teams for their consideration
Final Consumer Response /* (4200, 13, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Machine Zone continues to attribute the price change to currency fluctuationsThis is not a reasonable explanation for the price increase, as my currency () has not has much fluctuation against the dollar this year
Since the original complaint was filed, Machine Zone has once again increased the price for international customersMy price has gone up by a total of 22% nowIf there had been such a massive change in the value of the Euro, it would be international news, and would result in massive macroeconomic chaos, so to pass ** this blatant discrimination as currency fluctuation is not credible

Complaint: ***I did not get a response I am rejecting this response because:I didn’t get a responseSincerely,*** ***

Hello ***,
Thank you for your replyPlease understand that Machine Zone does not have the ability to issue refunds for purchases made on the *** *** platform, and we do not have access to any users' payment informationThis is why users receive a receipt from *** ***, not from Machine ZoneFor this reason, you must contact *** *** support for assistance

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
and 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

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 open up a new support ticket, as I do not currently see and
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

Hello,Please allow me to begin by thanking you for bringing this 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

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 were working with one of our support agents who was trying to reach a solution to your issue in request #***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

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, 16, 2015/12/29) */
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

Initial Business Response /* (1000, 5, 2015/09/16) */
I've checked our support history, and located the only support request we've received from this email address came to us after the date this complaint was filedThe ticket was sent in SEP 2ND, at 4:36AM PST, we answered it at SEP 2ND,
AT 1:38PM
This user's ticket is referring to an account registered to a different email addressAs a matter of policy, we cannot discuss any details regarding an account unless the support request is raised from the account in question, or the email address registered to that account

Machine Zone (MZ) also known as Epic Action are developers of Games of War who cloned their own game to create Mobile Strike and then cloned it yet again to create there latest App Final Fantasy XV: A New Empire. If you put all three apps side by side and run all three together with the exception of the Graphics and name changes its the same game. Sadly with each new edition MZ has not fixed the fundamental complaints surrounding the Real Time Social Networking Element. Google Play although having strict policies against the activities which goes on within these games refuse to to any action and therefore are also putting peoples lives at risk as well as exposing Children

The new CEO doesn't describe MZ as a Mobile App Developing Business but a Technologies company interested in Real Time Networking technologies. I fore one is scared that MZ have been basically supported in the venture which has endangered so many lives. If they don't police the social network elements of their games then GOD only knows what technology they are pushing towards and the greater implications that technology will have on the rest of the world.

https://www.youtube.com/watch?v=C4AI6bjO05M

Avoid these games at all costs.

Initial Business Response /* (1000, 11, 2015/11/03) */
I have reviewed this users issue and can see that his support request has been updated. I ask that they review their most recent support request for additional information.
As a reminder, selling, buying, and sharing accounts are actions...

against our Terms of Use. The selling of resources for real money are also against our TOU. Our primary goal is to protect our players from the risk of fraud.
Initial Consumer Rebuttal /* (3000, 13, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
About 4 or five days before I received this I did receive a response from them based on my last biggest issue with them, only took them about 3 to 4 weeks to respond, however there solution only restored about 1/4 of the timer speed ups it would take to replace the troops I lost, and about half the resources I have lost now since I've had two more issues since the initial complaint. Plus this doesn't even call into account all the issues I have had since starting the game back in May. Too numerous to count timers that subtracted From my account but did not subtract the time off they were suppose to, and thousands in gold I lost when the instant train or build options would activate without me touching anything....I have used those options in last month or two but never activated them in the first 2 to 3 months because gold was scarce.
Plus the last Pack I purchased was a 50% off pack, I only purchased for timers but also the biggest reason was it clearly showed what's called Gift Mode, I checked it 3 times to make sure I saw it and wouldn't have bought that pack otherwise, but after purchase it wasn't there..
Their Terms of Use when I started playing, I never saw anything that stated couldn't sell account, especially if I have paid hard earned money for it! However what would rather see is them buy my account from me for 60
% of what I have into it....even if they concede and provided a solution I see as fair there are so many issues happening that it makes this game impossible to really enjoy, not mention that you can not be competitive without spending hundreds and hundreds of dollars, I know a few I play with that have spent close to $1000 and are still probably not in top 25%.
I lost over 400,000 troops about 4 weeks ago, and due to other issues I lost a little more than 50 million in each of the resources....they gave me about 30 hrs of speed ups but it would take approximately 110 hrs or more to replace that many troops, they replaced about half of the resources I lost and a shield that screwed up...
At this point though I am past the lets see if we can just pacify him by throwing a few items, I have contacted them so many times on so many issues only to be dismissed with scripted responses and told my account was checked and nothing was found wrong, over half of the responses showed they either never read my message or didn't understand what my actual issue was, so I am looking at this now with all the issues I have had since June, if they are not willing to simply buy me out and I quit playing, then I would like 2 free packs of my choosing, I know that sounds like a lot and more than I lost, but I'm considering the way I was blown off before and the aggravation of dealing with them, if they agreed then, the Halloween pack that had I think 300 3day speeds, and 40 of the 7, 15 and 30 day, I admit I might be off by a little on those days but not much, make sure it has the gift mode, and the other pack which ever had the most VIP points and speed ups together....
One of their main responses is make sure on Wifi, funny all my main issues have come when on Wifi, and the game actually doesn't seem to work any better or worse on wifi or my phone data. I'm sure their response will be no, that I'm being unrealistic, but sorry I feel that you've wasted a lot of my valuable time dealing with this [redacted]!
[redacted]
Final Business Response /* (4000, 15, 2015/11/13) */
I've checked our support records and see that this users support request has been replied to and resolved.
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 Use. In 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 them. Requiring 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 War. Your 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.
In 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.
Final Consumer Response /* (4200, 17, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry but I do not agree or accept this response. This situation has not been addressed and resolved, I'm guessing they are referring to my complaint with the State Attorney Generals office, ( same complaint), in which they did credit my account a very small portion of what my losses have been in terms of game items, sorry not good enough!! The way I see it is, if you buy a car, a tv, or most any commodity or service the computer any is held accountable for proper functionality of those things, if with they do not work properly then company has to fix the issue, give new or replacement item to compensate or refund your money spent on items...and many times it is at the consumers discretion.
I have had issues with this game since first started playing, and I understand sometimes there might be glitches that can't be helped, why I didn't send complaints everything an issue arose, evaluated if it was serious issue and let some go, however I was having a lot more than occasional glitches, there were times I had issues every other day it seemed, items not crediting to account, shields not functioning, timers not being subtracted appropriately, buttons on buttons on game field that automatically perform an action but use large amounts of gold, suddenly activating without me touching my screen, but always some lame excuse or faulting me for the issue, but yet others I played with had similar issues, some complained, many who have been playing longer than me said it does no good because MZ will almost never fix the issue....and as I have discovered that appears to be true, in fact seemed like the more I pointed out issues the worst my game play was, the more issues and bigger issues seemed to arise.
Bottom line what happened to company being held accountable for their products, what happened to consumers having a right to their hard earned money back, when products don't work. This isn't about someone who just got tired of playing, if this game didn't seem to screw me every few days or more I wouldn't care to keep playing, I enjoy the comradery at times with fellow players, but sorry game is no fun the way it is now, when there is always issues and have to argue or fight to get fixed and it never does, I do not trust them to fix the issue.....I simply wanted my money back and thought I was being more than fair by asking for only 65-70% of it....and they could have my account back, I quit playing, But now I think for my trouble I should get the whole $135, like I said I have had nothing but issues pretty much from beginning....
Why do I keep playing, unlike others I know who admit it's an addiction, I am somewhat OCD, I have spent money, large amount for me, so I feel trapped to protect what I've already spent until I see a return on that investment, since the normal return of amusement and entertainment never materialized due to the issues, and I am pretty assured never will, my only other posdibility is trying to get my money back. Tired of companies like this just taking the money with no real concern for their consumers or the product working correctly.
[redacted]

Initial Business Response /* (1000, 11, 2015/10/20) */
I've checked our records, and I see that this customer received the Gold Pack he purchased, and his support request has been addressed.
Machine Zone does not have the ability to issue refunds for purchases made on the iTunes platform, and we...

do not have access to any users' payment information. This is why users receive a receipt from iTunes, not from Machine Zone. If a package purchased on iTunes does not reach a user's MZ account, it means that we have not yet received funds from the purchase. Support Agents don't have access to the necessary information to look up these incomplete purchases, nor to push Sales Packs into accounts in game. For these reasons, when users are seeking a refund for packages not received, they must contact iTunes support for assistance.

Initial Business Response /* (1000, 15, 2015/07/29) */
We received this user's support request and have answered it. The agent who responded provided a detailed breakdown of each Peace Shield that was used on the account near the time this event took place, including the beginning timestamp of the...

shield, the ending timestamp of the shield, and the reason the shield expired. The user replied with the following:
"I really appreciate your assumption that I'm a flipping it. I thought I made it very clear. I set my sheild. I set an 8 hour timer on my phone. 5 hours later I got attacked!!! I never went back in the account. This is your problem not mine."
When users activate Peace Shield items, an in game mail is sent to them as verification. It contains the timestamp the shield was activated and the duration length of the shield. We have verified in our records, and cross checked the information we see with the emails he was sent by our system, and we determined that no Peace Shield was activated on his city during the time the attacks took place.
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 completed. It would not be fair to the other user that participated in combat, they had no way to know this user expected to be protected by a Peace Shield.
Considering that this is an online MMO, we cannot guarantee stability as this is dependent on the player's device and internet connection. Because 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 RISK. TO 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 AVAILABILITY. MACHINE 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 /* (3000, 17, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So basically, What MZ is saying is that they have it "Set Up" so they can freely rip people off. I want to point out that they lied to the California attorney general telling them they "worked out the situation with me"
Also this same thing has happened yet again.
Final Business Response /* (4000, 19, 2015/08/26) */
We have not ripped anybody off, or lied to anyone. A user being defeated in combat is a normal part of the Game of War gameplay experience. It does not constitute fraud. Just because the user is upset about being defeated in combat does not mean that the situation is unresolved.
We have advised that this user check the in game mailbox to ensure that they will be protected by a Peace Shield during the times he thinks he will be. This is precisely why we send those system mails in the first place.
We will not be offering any compensation or reimbursement for this user's defeat in combat. We consider this situation to be finalized and resolved.

Hello,Thank you for responding back about this. I am sorry to hear that you encountered an issue. I do see that you opened a new request (#8780436) in regards to your concerns. Please 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, 2015/10/09) */
Please 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 Use. In 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 them. Requiring 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 War. Your 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. In 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.