Pocket Gems, Inc.

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Ms. [redacted]:
This letter is in response to your email of January 4, 2016 relating to customer complaint #XXXXXXXX submitted by [redacted].
We were not able to locate a record of any previous support correspondence with Ms. [redacted]...

based on the contact info provided. If Ms. [redacted] submits a support ticket at https://pocketgems.zendesk.com/hc/en-us/requests/new we'll be happy to help her with her issue in Episode.
Please feel free to contact me with any questions at (XXX) XXX-XXXX.

Complaint: [redacted]I am rejecting this response because:
Again in your response there is nothing that even says what I’m being accused of. I don’t understand how I ever cheated or why if...

you have this evidence that I did why I am not made aware of it. Again I’ve been tried and convicted lost everything without even knowing what I did wrong. I feel this is very unfair and unjustified. Please explain what I’ve done! I have 5 other accounts that I would at least like to know what I’ve done wrong so as to not make the same mistake. Sincerely,Teri [redacted]

Unfortunately our customer service team is not seeing this email address in our system, and therefore we are unable to locate the relevant information.  Could you provide the email that was used to contact our customer service team please?
Thank you.

Complaint: [redacted]I am rejecting this response because:Sincerely,Olivia [redacted]

Complaint: [redacted]I am rejecting this response because:  I have called them almost...

everyday in [redacted]. To rectify the situation with both my accounts. I have given them ALL the information they requested. Including phone number, Main E-mail account, purchase information from in game purchases, account numbers to both accounts several times. I asked fo speak to a supervisor or team leader and they refused. I have had NO return contact from them at all. They have zero customer service or accountability.  Very sad.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I did not buy any boost. I have been keep tabs on the amount of money I spent and the defense I earned within the confines of the game. it wasn't a month later, I emailed the games admin days after and they kept telling me to wait while they investigate my issue. it till this day I was left with the understanding to wait while they "supposedly" look through code to see where the error is. I informed them that I was an IT professional and it didn't take over two months to look through code for my issue and not they are saying something else. I am insulted by they way they have dealt with me as a paying customer and I feel robbed because I paid to play and they took my money and did not provide me service for the money I spent.  I told them to refund me my money and I will stop playing their games.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: That is absolutely false Sir.  I called the phone number that I received from this Revdex.com website.  The lady took my name, phone number, email address and case number and said someone would respond to my e-mail.  To date there has been NO response to my email regarding this issue.Sincerely,Todd [redacted]

Dear Ms. [redacted]: This letter is in response to your original email of February 29, 2016 relating to customer complaint #[redacted] submitted by [redacted]. We were able to locate the previous support conversations started by Mr. [redacted] with the account information he provided in his response, regarding the Pocket Gems game War Dragons. There have been several separate conversations over the past few months, but we assume that the complaint in this report was in response to the one submitted most recently before this report.On February 21, 2016, Mr. [redacted] contacted us with the following complaint:"I have been having issues with your game since I started playing some ten weeks ago. Most bugs are just an inconvenience but some are actually wasting the money that I have spent on your game giving me absolutely no value for what I spend. A perfect example took place during the last event "king of the hill". During that event no less that twenty attacks that did not register for the event and in reality that number is most likely closer to thirty. Each of those attacks I had spent money on healing boosts, energy, and attack boosts that were wasted, not to mention the food, and chests lost for those attacks. On that event weekend alone I spent $250 and lost all that I mentioned above plus whatever levels that I couldn't reach because of the bugs within the game. Then shortly after that the game froze on me for some 13 hours which has happened three other times in the last four or five weeks for 25 hours, 22 hours and 18 hours before it was resolved. When I could not get into the game I contacted your corporate office by phone to express my concerns and was told to contact you guys at game support. My issues are simple. I have spent on average $100 a week from the beginning and the bugs within the game are taking a good portion of my hard earned money and not giving me anything in return. I do expect to get what I am supposed to get when I support you guys with my cash. Since your product is not performing as it should and I am loosing money I expect some kind of in game compensation or a complete and total refund of all cash that I have paid thus far. Please understand that I do not expect any machine to be perfect but the level of issues, that is literally costing me my hard earned money, should be addressed. I am not a freeloader and only want what I paid for....nothing more and certainly nothing less. I do love this game and want to continue playing here but make not mistake, at 55 years old I will fight for what is mine. Let's work this out fairly.P.S. I can't be 100% sure, because I did not keep up with it that closely , but I have some serious doubts that I have all of the event dragon fragments that I should have."Later that day, the Pocket Gems support team responded with:"I am terribly sorry for the trouble you have been experiencing. Could you please tell me if there is any specific issue you would like me to address for you? We are making a concerted effort to fix all issues currently plaguing War Dragons. However, bugs in code are extremely varied in their difficulty to fix. Some bugs can take 20 minutes to fix, and others can take months. Though it seems like bugs should theoretically be super easy to fix, it's actually extremely hard to code some of these things. The team is doing the best they can to fix the many issues facing the game. Thank you very much your patience and understanding."Over the next two days, Mr. [redacted]'s reiterated his general frustration with various aspects of the game, and repeated his requests for in-game compensation for collective perceived gameplay losses. Pocket Gems' policy is to credit players for specific issues that have quantified and verifiable in-game consequences, which unfortunately did not apply in this circumstance. In no conversation did anyone representing Pocket Gems say "come to California and sue us" as Mr. [redacted] alleges. That kind of response would be completely counter to the Pocket Gems' support team's policy to advocate and assist our players to the best of our ability. We are happy to work with Mr. [redacted] on any specific issues he's experiencing and will continue to assist him to ensure that his (as well as the rest of the community's) gameplay experience is as seamless as possible. With regards to refunds specifically, only Apple can issue them for purchases made through the App Store, as developers don't have access to the billing information submitted there.Pocket Gems is actively working on improving its technical foundation and fixing any issues that are reported. Like most live software, not every bug is caught in the QA process before going live, but we have a large team dedicated to fixing these issues when they do arise. Pocket Gems would also like to point out that the terms of service applicable to War Dragons state:YOU EXPRESSLY AGREE THAT USE OF THE SERVICE IS AT YOUR SOLE RISK AND IS PROVIDED ON AN "AS IS" BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF TITLE OR IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.WITHOUT LIMITING THE FOREGOING, NEITHER POCKET GEMS NOR ITS AFFILIATES OR SUBSIDIARIES, OR ANY OF THEIR DIRECTORS, EMPLOYEES, AGENTS, ATTORNEYS, THIRD-PARTY CONTENT PROVIDERS, DISTRIBUTORS, LICENSEES OR LICENSORS (COLLECTIVELY, "POCKET GEMS PARTIES") WARRANT THAT (A) THE SERVICE WILL MEET YOUR REQUIREMENTS OR THE SERVICE MATERIALS OR USER CONTENT WILL BE VIEWABLE TO YOU OR (B) THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE OR ERROR-FREE OR THAT ERRORS WILL BE CORRECTED.Please feel free to contact me with any questions at ([redacted].

This is a constant thing. They say that they investigate and then don't respond back or if...

they do, they say that they are working on it. The issue doesn't get resolved. They ask to send a ticket and the issue doesn't get fixed.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

If the customer can supply us with any ticket number from contacting our support team we'd be more than happy to investigate and make sure their case was handled appropriately.

Our office phone number is not a customer support line. You will need to go through our actual support team at [redacted]

Hi,
We are currently aware of the issues with Tap Paradise Cove and our team is investigating them. At this time we have no updates, but when we do they will be posted to the official forum.

Complaint: [redacted]I am rejecting this...

response because:
 
the information you you requested is as follows. User name is [redacted]. My pocket is is [redacted]. My support is is [redacted]. I hope this information helps. The email I am using for the game is [redacted] Sincerely,[redacted]

Dear [redacted]:
This letter is in response to your Revdex.com customer complaint # [redacted]. 
We deeply value your participation in War Dragons.  Please allow us to address your complaint:
The feature that is the subject to your complaint is random.  The randomness is by design and is...

known to our players.  Each time a treasure chest is spent, a random item drops and is received by the player.  All drops are random.
Given that the feature is random, there is the probability that some players do not receive the specific items that they desire.  While you did not receive the particular item mentioned in your complaint, you did receive other items. 
The algorithm was not malfunctioning.  This type of random treasure chest and similar designs are ubiquitous among free-download games. 
Very truly yours,
Dan Yuen
General Counsel
Pocket Gems, Inc.

Issue was resolved with player in ticket #[redacted]. Player was granted a full month of Elite status as per their request.

The player paid for a temporary "boost" in the game in connection with that month's event.  The boost functioned correctly during that period.  After the month was over, this boost ended, as intended. The temporary nature of this was clearly stated in the monthly event rules, and we also...

explained the same to the player on [redacted]. The player's complaint is without merit.

Dear Ms. [redacted]: This letter is in response to your original email of March 11, 2016 relating to customer complaint #[redacted] submitted by [redacted]. With regards to Mr. [redacted]'s legal concerns, Pocket Gems' Terms of Service reflect industry standards and apply to anyone who plays a Pocket Gems game. They are very clear about the fact that, even though the team is committed to providing the smoothest gameplay experience possible, there is no guarantee to a specified level of performance. With regards to refunds specifically, only Apple can issue them for purchases made through the App Store, as developers don't have access to the billing information submitted there.That said - as mentioned previously, the support team is happy to help Mr. [redacted] with any issues he might encounter. While we can't guarantee a desired outcome in terms of compensation, the team is committed to helping players enjoy War Dragons in whatever ways they can (within policy). Pocket Gems greatly appreciates Mr. [redacted]'s support and engagement up to this point, and as a team we'd very much like to see him continue to play and enjoy War Dragons.

We last contacted this player on [redacted] 15th with next steps to fix their account, to which they did not reply. Please verify the email they want to be contacted on and we'll follow up again. 
Thank you.

The user is correct that we do not offer refunds. User will either need to contact the marketplace (Apple or Google) directly for a refund, or contact our support team to resolve their game access issue.

Complaint: [redacted]I am rejecting this response because: if by spending a large amount of money to level up my account is gaining an unfair advantage is cheating then I am guilty as charged. I strongly feel that buying packs should be banned or just disband the whole game. I have never gained any unfair advantage other than with the money (that I have receipts for ) I legally spent. I feel it’s more as you said per your terms of service you can ban anyone at anytime with or without reason and because I broke the terms by going to the Revdex.com (third party) asking for justified reasoning your upholding a false ban for unprovable reasons. You have a -D through here already I just hope that enough people get the word out before they spend any money on a very poorly operated game like War Dragons. As for my alternate accounts I refuse to spend a dime on them, if I ever decide to play them again. Be adviced what this is , is called slander! Your calling me a cheater when I have not cheated, accusing me of gains that I never had. I only did what the game allowed me to do. If it was illegal than it should of never been able to be purchase or whatever my alleged gain was. Sincerely,Teri[redacted]