This is a constant thingThey say that they investigate and then don't respond back or if they do, they say that they are working on itThe issue doesn't get resolvedThey ask to send a ticket and the issue doesn't get fixed.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Dear Ms [redacted] : This letter is in response to your original email of March 11, 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 gameThey 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 performanceWith 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 encounterWhile 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
Dear Ms [redacted] : This letter is in response to your original email of February 29, 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 DragonsThere 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 agoMost 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 spendA 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 thirtyEach 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 attacksOn that event weekend alone I spent $and lost all that I mentioned above plus whatever levels that I couldn't reach because of the bugs within the gameThen shortly after that the game froze on me for some hours which has happened three other times in the last four or five weeks for hours, hours and hours before it was resolvedWhen 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 supportMy issues are simpleI have spent on average $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 returnI do expect to get what I am supposed to get when I support you guys with my cashSince 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 farPlease 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 addressedI am not a freeloader and only want what I paid for....nothing more and certainly nothing lessI do love this game and want to continue playing here but make not mistake, at years old I will fight for what is mineLet's work this out fairly.P.SI 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 experiencingCould 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 DragonsHowever, bugs in code are extremely varied in their difficulty to fixSome bugs can take minutes to fix, and others can take monthsThough it seems like bugs should theoretically be super easy to fix, it's actually extremely hard to code some of these thingsThe team is doing the best they can to fix the many issues facing the gameThank 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 lossesPocket Gems' policy is to credit players for specific issues that have quantified and verifiable in-game consequences, which unfortunately did not apply in this circumstanceIn no conversation did anyone representing Pocket Gems say "come to California and sue us" as Mr [redacted] allegesThat 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 abilityWe 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 possibleWith 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 reportedLike 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 arisePocket 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]
Complaint: [redacted] I am rejecting this response because: I have called them almost everyday in ***To rectify the situation with both my accountsI have given them ALL the information they requestedIncluding phone number, Main E-mail account, purchase information from in game purchases, account numbers to both accounts several timesI asked fo speak to a supervisor or team leader and they refusedI have had NO return contact from them at allThey have zero customer service or accountability Very sad.Sincerely, [redacted]
Dear Ms [redacted] This letter is in response to your original email of March 24, relating to customer complaint # [redacted] submitted by [redacted] The assertion that our disclaimers do not apply to Mr [redacted] n is without legal meritsOur Terms of Services apply to all users and are legal bindingAnd 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 caseFrom 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 encounterWhile 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 channelsAs 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
This is a constant thingThey say that they investigate and then don't respond back or if they do, they say that they are working on itThe issue doesn't get resolvedThey ask to send a ticket and the issue doesn't get fixed.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Dear Ms [redacted] : This letter is in response to your original email of March 11, 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 gameThey 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 performanceWith 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 encounterWhile 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
Our office phone number is not a customer support lineYou will need to go through our actual support team at [redacted]
Dear Ms [redacted] : This letter is in response to your original email of February 29, 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 DragonsThere 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 agoMost 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 spendA 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 thirtyEach 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 attacksOn that event weekend alone I spent $and lost all that I mentioned above plus whatever levels that I couldn't reach because of the bugs within the gameThen shortly after that the game froze on me for some hours which has happened three other times in the last four or five weeks for hours, hours and hours before it was resolvedWhen 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 supportMy issues are simpleI have spent on average $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 returnI do expect to get what I am supposed to get when I support you guys with my cashSince 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 farPlease 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 addressedI am not a freeloader and only want what I paid for....nothing more and certainly nothing lessI do love this game and want to continue playing here but make not mistake, at years old I will fight for what is mineLet's work this out fairly.P.SI 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 experiencingCould 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 DragonsHowever, bugs in code are extremely varied in their difficulty to fixSome bugs can take minutes to fix, and others can take monthsThough it seems like bugs should theoretically be super easy to fix, it's actually extremely hard to code some of these thingsThe team is doing the best they can to fix the many issues facing the gameThank 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 lossesPocket Gems' policy is to credit players for specific issues that have quantified and verifiable in-game consequences, which unfortunately did not apply in this circumstanceIn no conversation did anyone representing Pocket Gems say "come to California and sue us" as Mr [redacted] allegesThat 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 abilityWe 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 possibleWith 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 reportedLike 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 arisePocket 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]
Complaint: [redacted] I am rejecting this response because: I have called them almost everyday in ***To rectify the situation with both my accountsI have given them ALL the information they requestedIncluding phone number, Main E-mail account, purchase information from in game purchases, account numbers to both accounts several timesI asked fo speak to a supervisor or team leader and they refusedI have had NO return contact from them at allThey have zero customer service or accountability Very sad.Sincerely, [redacted]
Dear Ms [redacted] This letter is in response to your original email of March 24, relating to customer complaint # [redacted] submitted by [redacted] The assertion that our disclaimers do not apply to Mr [redacted] n is without legal meritsOur Terms of Services apply to all users and are legal bindingAnd 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 caseFrom 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 encounterWhile 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 channelsAs 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