Machine Zone

Initial Business Response /* (1000, 11, 2015/10/20) */
I've checked our records, and each of this user's support requests has been addressed by one of our representatives.
Unfortunately, we would not be able to reverse the results of any combat that took place in the game. It would not be fair...

to the other user that participated in combat, they had no way to know this user was experiencing latency issues.
Regarding the Terms of Service, I'm guessing the user is referring to our Code of Conduct, which states the following:
"You will not exploit, distribute or publicly inform other users of any game error, miscue or bug which provides for an unintended advantage or allows impersonation of another person"
None of the situations the customer mentioned would apply to this section of the Terms of Service. Experiencing latency is not the same thing as exploiting a potential issue in the game or explaining to others how to exploit it.
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 users have seen was a notification that we have updated our Terms of Use. 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 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 War. The 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. In 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, 13, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MZ never resolved any of the items in my complaint. They claim they have addresed the issues. Responding to a complaint but not resolving is technically adressing the issue by doing nothing. This is how I would I characterize their "addressing" of my issues. I have the emails back and forth and there IS NO RESOLUTION. I never asked to reverse a battle. I asked to be restored what I lost due to a known MZ kickout issue that caused my losses. This issue caused my losses and I provided a screenshot of that. This issue created a system wide player boycott that MZ acknowledged on their blog and thru this response to my complaint, act like nothing was wrong and it is my 'latency' that is the problem. I wil gladly forward the emails so you can see for yourself what MZ calls customer service and decide for yourself. IN NO WAY DO I ACCEPT THE MZ RESPONSE
Final Business Response /* (4000, 15, 2015/11/03) */
I've checked our support records and see that this users support request has been replied to. We ask that this user review their support request for important information regarding their account.
We're sorry to hear that this player was experiencing connectivity issues. As previously stated, we are unable to reverse the results of any combat that took place in the game. Nor are we able to provide compensation for these battles. It would not be fair to the other user that participated in combat, they had no way to know this user was experiencing connectivity issues.
Final Consumer Response /* (4200, 17, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not at all. Everyone knew and was experiencing similar problems resulting in a massive boycott in which MZ promised to make changes and haven't, thus this complaint. Again, I have countless emails and screenshots that demonstrate all I'm claiming. They can only be forwarded to see. Provide me an email address to Revdex.com investigator on the case and I will gladly forward to better substantiate my claim and as well demonstrate the complete disregard by MZ of gamewide issues and ignoring their users.

Hello [redacted],
Thank you for your message. Please know that I am unable to locate any support tickets associated with the email address you have provided [redacted]). Could you please provide the email associated with the account in question and or the support request...

#'s for your help requests?
As a reminder, you should receive an automated email response that indicates your request was received and that assigns your issue with a ticket number. If you have not received this email confirmation, it means your request was not received.
I look forward to assisting you with your issue.

Complaint: [redacted]I am rejecting this response because: This is the general basic response I receive almost ever time I submit a complaint. It does not reflect in detail any change or reimbursement that they are willing to make for the mistreatment of me or the damage they have done to the value of my account. Nor have they made adequate attempts at reimbursing me for the items I have not received from the purchases I have made. They are and have been unwilling to work with me on this matter so I will not accept this general statement that to date is still false. I have not been contacted by them in any way since this complaint has been filed so if they are in the process of working on it don't you think I should have been contacted by now? Well as I said I have not been contacted in any form by a representative of their company. If they are sincere about clearing up the discrepancies I am more then willing to listen but if they are judged by how they have handled situations in the past I will not hold my breath. They only care about the money they make off of their customers. They do not care about their customers or your gaming experience. Sincerely,[redacted]

Hello,
Thank you for responding back in regards to your concern. I'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.

Complaint: [redacted]I am rejecting this response because:
This is Machine Zone’s favorite response – delay and claim they will work with you privately then make no meaningful attempt to resolve the complaint while apparently hoping you will give up and go away.
Machine Zone retains many lawyers who will no doubt explain why I am wrong, but I believe they breached an implied contract. In early June, their Mobile Strike game offered a “Voucher Challenge” providing resource- and time-free research. By purchasing “packs” containing the vouchers, it is my contention that I accepted the offer and a contractual agreement was created.
Subsequent to my purchases, the Voucher Challenge was ended several days early. I believe they breached the implied covenant of good faith and fair dealing by changing the terms of the Voucher Challenge.
Shortly after I filed my original complaint with the Revdex.com, but before the company responded, I purchased additional packs (for a total of $60) to mitigate the loss from their breach of contract. After the company’s reply and within 3 days I requested a refund for these packs also.
Due to the nature of their game, each passing hour makes specific performance of this contract much less valuable. Further, this dispute has taken the enjoyment out of the game.
I request a refund of my purchases of $260.
Sincerely,[redacted]

Hello,Thank you for getting back to me. I 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.

Hello,Thank you for responding back to this. I am sorry to hear that you encountered these issues. Unfortunately, we are unable to process any refunds as per our Terms of Use, all sales are final on items that have been delivered in game. I still am unable to locate an open support request. Please...

submit a new request and one of our agents will be happy to assist you in finding an alternate and acceptable resolution. Once again, thank you for bringing this to our attention.

Initial Business Response /* (1000, 5, 2015/07/29) */
Unfortunately, we would not be able to reverse the results of any combat that took place in the game. It 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 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

Complaint: [redacted]I am rejecting this response because: This company is notorious for sending a "copy and paste" response to every complaint and this also reads like a similar response. The claim ticket they mention me working on has nothing to do with the issues at hand, I have stopped trying to negotiate with them about the matter. Also, the fact that they are not living by and meeting their own "terms of use" agreement that everyone must sign, they are personally responsible for lost value in ones gaming accounts. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I have worked with the help desk and was told that what was done was all they could do. I'm pissed because you all won't take care of this I wrote your help desk multiple times. Sincerely,[redacted]

Hello,Thank you for your message and your feedback. I apologize for the delay in having your issues resolved. Please know that I have reviewed your most recent support request ([redacted]) and have escalated it to our transaction specialists. Please work with these support agents who will help come to...

a resolution on your concern. If they are not able 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.

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 $300 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 me. This 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, 13:34 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 yourself. Join different Alliances or ally with other Alliances!Our players have many different ways of how they play the game. There 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 War. I'd like to offer a small gift to thank you for your patience. You'll see the following added to your inventory:10 x 100,000,000,000,000 Resource Bundle500 x 100,000 Day Speed Up100 x 10,000 Day Speed Up2 x 1 Hour 1500% Training Queue Boost2 x 1 Hour +75% Training Speed Boost2 x Lvl 5 Food Alliance Gift TileIf there's anything else I can assist you with, please don't hesitate to let me know. I'll be happy to help.Thank you for playing Game of War - Fire Age!Regards,[redacted]Game of War - Fire Age!
 
Sincerely,[redacted]

Hello,Please allow me to begin by thanking you for bringing this to my attention. I am sorry to hear that you encountered an issue with a recent purchase. Unfortunately, we are unable to process any refunds as per our Terms of Use, all sales are final. I
see that you currently do not have any open support request. Please submit a new support request, or reply to your previous request and one of our support agents will work with you to try and find a resolution to your concern. Once again, thank you for bringing this to our attention.

Hello,Thank you for your message. I 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 Sales Pack concerns. Per our Terms of Use we are unable to provide a refund. If 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,Thank you for bringing this to our attention and I am sorry to hear that you encountered an issue. I do see you opened a new request #[redacted]. You were provided a solution to your concerns. If you are still not satisfied with this resolution please reply to that request or 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.

Initial Business Response /* (1000, 15, 2015/07/29) */
Purchasing an account is a serious violation of our Terms of Service. Players are not allowed to log in to an MZ account created by another person for any reason. Section 4 of Game of War's Terms of Use reads as follows:
Your account is for...

your personal use only. You specifically agree not to: (1) share your account credentials with anyone else, (2) sell, offer to sell, rent, lease, trade or otherwise transfer your account, (3) sell, offer to sell, rent, lease, trade or otherwise transfer any "Gold" or other virtual currencies, game resources, in-game services like "speed-ups," or other in-game items associated with your account (collectively, "In-Game Items"), except by using mechanisms within the Game that anticipate and specifically allow for the non-commercial transfer of In-Game Items, (4) buy, offer to buy, accept, access or use any other user's account or In-Game Items, except by using mechanisms within the Game that anticipate and specifically allow for the non-commercial transfer of In-Game Items, and (5) link to or otherwise endorse or identify any websites, organizations, or persons that sell, offer to sell, rent, lease, buy, offer to buy, accept, access, trade or otherwise transfer accounts or In-Game Items.
You acknowledge that any purported transfers of Game accounts or In-Game Items in violation of this Section, including but not limited to transfers in exchange for money or other compensation, are void and breach these Terms of Use, and that we have no responsibility to assist you in connection with completing any such transaction. We may terminate or suspend your account and/or your right to access or use the Game if we discover or reasonably believe that you have attempted to buy, sell, rent, lease, license, or transfer your Game account or associated In-Game Items, or used or accessed an account or In-Game Items transferred by another user, or linked to or otherwise endorsed or identified any websites, organizations, or persons that attempt to buy, sell, rent, lease, license, or transfer accounts or In-Game Items in violation of this Section.
The Terms of Use can be found in full here:
http://www.gameofwarapp.com/termsofservice.html
We will not assist this user in gaining access to or using another player's account for any reason. It does not matter how much money this person has spent on our services, that does not grant free reign to break the rules or violate the Terms of Use.
Initial Consumer Rebuttal /* (3000, 17, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a very very common practice within the game for individuals to sell or even give their account away. There is no allegation that this account has been taken or stolen. The original owner is a good friend of mine and I will be more than happy to have him attest that this account was not stolen. Regarding this policy they are quoting, this is the third version of it I have seen from MZ. At this point they are punishing me for being honest with them about ownership of the account. I will be more than happy to have the original owner make the request if this is their sticking point. They may resolve the issue by at least allowing me to respond when other players mail me.
Final Business Response /* (4000, 19, 2015/08/13) */
It does not matter if the original user agreed to transfer ownership, and it does not matter how common the user perceives this practice to be within the game. It is still a violation of the Terms of Service for Game of War this person agreed to by using our app. To use a real life analogy, a person can't get out of a speeding ticket by telling the officer that other drivers were speeding as well, because you were still breaking the law.
A user may never log in to an account that was created by another person under any circumstances. There are no exceptions to this, regardless of whether or not the account's original creator agreed.
The account in question was permanently silenced due to the vulgar and harassing messages sent from that account to other players within Game of War. The account will remain silenced for that reason.
Final Consumer Response /* (4200, 21, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept that reply because it simply shows their continued disregard for their customers. It's obvious This is nothing but a game of one-upsman to them. At least I have finally received an explanation as to why the account was silenced under the previous owner. That's more than they would give me previously. Remember that good customer service means a willingness to work with your customers and to help them not because you have to but because it's the right thing to do. The right thing to do in this situation would have been to work with me. Instead they either ignored me or threatened me. Because of this, I would rate their customer service as extremely poor.
PS. As a former police officer, I used to work with people caught up in traffic going too fast. It made for good community relations and gave the department a better image.

Hello [redacted],
Thank you for your message and your feedback. I 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 team. You 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 your message. I 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 sales pack concerns. If 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 [redacted],
Thank you for your message. I apologize for any delay you've experienced with support. I have reviewed your current support ticket and can see you have received a response. Please work with the support agent, as they will be able to assist you with your game account...

issue.
Should you have any other issues or concerns; I ask that you submit them directly to the support team. You may reach them directly via [redacted].