Pocket Gems, Inc.

Perhaps our prior response was worded too nicely.  If I may be more direct here, this individual committed fraud and/or hacked the system and/or violated our terms of use to obtain those passes.  As such, they will not be restored.  This matter is considered closed from Pocket Gems' perspective.

Dear Ms. [redacted] This letter is in response to your original email of March 24, 2016 relating to customer complaint #[redacted] submitted by [redacted]. The assertion that our disclaimers do not apply to Mr. [redacted]n is without legal merits. Our Terms of Services apply to all users and are legal binding. And as such, even though the team is committed to providing as solid of a gameplay experience as possible, Pocket Gems has never guaranteed that this will be the case. From the Pocket Gems Terms of Service: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.That said, while those are the legal policies covering this issue, on a situational level the support team is happy to help Mr. [redacted]n or any player with any issues they might encounter. While we can't guarantee a desired outcome in terms of compensation or immediate game fixes, the support team's goal is to help players enjoy War Dragons to the best of their ability (albeit within policy). It appears that Mr. [redacted]n has sent in several support tickets since this case was opened, which seem to have been resolved satisfactorily, and we are happy to keep working with Mr. [redacted]n via these channels. As mentioned previously, Pocket Gems is highly appreciative of dedicated players like Mr. [redacted]n, and as a team we'd very much like to see this engaged community continue to play and enjoy War Dragons.

Complaint: [redacted]I am rejecting this response because:I have called and left messages and have sent several requests through the so called Zen Desk customer support onlineSincerely,Todd [redacted]

Initial Business Response /* (1000, 5, 2015/10/14) */
VIA SITE
[redacted]
Golden Gate Revdex.com
[redacted] Suite [redacted]
Oakland, CA XXXXX
Dear Ms. [redacted]:
This letter is in response to your email of October 6, 2015 relating to customer complaint #XXXXXXXX submitted by [redacted]. ...


The technical concerns raised in Mr. [redacted]'s complaint are areas of Pocket Gems' mobile game War Dragons that Pocket Gems is actively working on improving. 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.
We haven't previously been contacted by Mr. [redacted], but if he has specific concerns about his game we are happy to discuss them via internal game support.
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 (XXX) XXX-XXXX.
Very truly yours,
[redacted]
Player Experience Manager
Initial Consumer Rebuttal /* (3000, 12, 2015/11/19) */
This has not been resolved. I have contacted them via support and they never fix anything.
Final Business Response /* (4000, 14, 2015/11/23) */
Dear Ms. [redacted]:
This letter is in response to your email of November 19, 2015 relating to customer complaint #XXXXXXXX submitted by [redacted].
We were not able to locate a support request in War Dragons from Mr. [redacted] yet. Our support team answers all requests sent their way within 48 hours, and we'd be happy to go over his specific situation with him and do what we can to help. Mr. [redacted] can contact support by opening War Dragons, going to his Settings, opening Help, and then tapping Feedback & Support to submit a new ticket. I've notified our support team to keep an eye out for his ticket.
If he's already done this, providing us his in-game player name would allow us to look up his communication history in our support system so we can better address his concerns.

We do not have a phone number where we accept calls. All emails that go into our support system are addressed by agents in the order they are received.