Psyonix

Dear Mr [redacted] ,First let me start by thanking you for your support, it is appreciatedPlease know we want you to enjoy Rocket League and to continue playing.We consider account security and item trading to be the responsibility of the playerRegarding item trading, all trades are considered final as stated in the caution screen that is accepted by all players before engaging in their first tradeIt is up to our players to ensure that trades are fair and accurate before accepting the tradeIf the issue at hand is regarding an Account Take over we ask that players work with their platform provider, Sony, Microsoft, Valve or Nintendo to secure their account and enable Factor Authentication to provide additional security and prevent the issue from happening againIn both of these cases, we do not grant additional items to the player.It is important to note that we are working on ways to identify when an Account Take Over has occurred in order to improve our ability to respond and make the situation better for our playersAgain I do hope you continue to enjoy Rocket LeagueIf you need support in the future please reach out to us at http://support.rocketleague.com.Kind regards, [redacted]

Hello [redacted] ,Thank you for notifying us of Mr [redacted] issue.I’m sorry to hear that he’s having troubles with Rocket League on his Xbox OneWe want to get him back to simply enjoying playing Rocket League.I noticed in the message that he has not contacted our customer support departmentThe first thing I recommend is that he submit a ticket through our support site at support.rocketleague.comOnce he does our team will respond and walk him through several troubleshooting steps to see if they helpWe try to get all players who encounter an issue they can’t resolve to submit a ticket to help us better track, understand, prioritize and resolve issues as they ariseSome issues, perhaps like this one, may be difficult to resolveIn those cases it's even more important to receive information from our customers through our support channels as it gives us a chance to look for commonalities between players who we know have walked through our troubleshooting steps.As to the reddit links that were included, they are appreciated, but there is no guarantee that we will review or respond within each postWe do have a team that are active on reddit and I have passed those links on to them, but again I cannot guarantee that there will be a direct response within those threadsWe look forward to hearing from Mr [redacted] .Kind regards, [redacted] Customer Support Manager

Thank you for contacting Psyonix No deceptive advertisement has taken placeWhen a customer makes a purchase there is no advertisement regarding the ability to trafive items of one quality for one item of higher qualityThe statements made at and before the time a purchase are complete and accurate, describing what may be unlocked from any crateThe trading system referenced by the player is an added-benefit designed to give additional options to players with items of a lesser rarityThis "added-benefit" trading system was first introduced and detailed here https://www.rocketleague.com/news/incoming--new-rare-items--and-trade-in-system/...⇄ information regarding crate items and their use within the trade system can be found at the following locations:https://support.rocketleague.com/hc/en-us/articles/231507768-How-does-...⇄ we strive for the satisfaction of all of our customers there is nothing more that we can offer at this time

Greetings, Thank you for bringing Mr [redacted] concern to our attention.Looking at the record of contacts for this email address, I see that Mr [redacted] contacted us on the following days,11/18/201701/13/2017Both contacts were promptly answered and Mr [redacted] was referred to the following blog post where we, Psyonix, initially discussed that we will be enforcing our policies more stringently as our game is rated E for EveryoneThe blog post may be read here: https://www.rocketleague.com/news/new- [redacted] Further Mr [redacted] contacted our appeals group on 11/21/via [redacted] and was responded to on 11/29/with details as to the statements that were made through their account in gameAlthough we understand that being banned from game play may be frustrating, we strive to provide an environment that is safe and fun for all playersIf Mr [redacted] has any additional concerns over a specific account action he is welcomed to email [redacted] Sincerely, [redacted] Customer Care ManagerPsyonix

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is an absolute, 100% lieSee the attached screenshot, which has very large and very clear text stating, "Trade in items of the same quality to receive an item of the next highest quality." Just underneath that text is a "BUY KEYS" button, used to purchase crates to unlock more items in this inventory screen Now they are lying to you in the same way they have lied to myself and other customers
Regards,
*** ***

Hello [redacted],Thank you for notifying us of Mr. [redacted] issue.I’m sorry to hear that he’s having troubles with Rocket League on his Xbox One. We want to get him back to simply enjoying playing Rocket League.I noticed in the message that he has not contacted our customer support department. The...

first thing I recommend is that he submit a ticket through our support site at support.rocketleague.com. Once he does our team will respond and walk him through several troubleshooting steps to see if they help. We try to get all players who encounter an issue they can’t resolve to submit a ticket to help us better track, understand, prioritize and resolve issues as they arise. Some issues, perhaps like this one, may be difficult to resolve. In those cases it's even more important to receive information from our customers through our support channels as it gives us a chance to look for commonalities between players who we know have walked through our troubleshooting steps.As to the reddit links that were included, they are appreciated, but there is no guarantee that we will review or respond within each post. We do have a team that are active on reddit and I have passed those links on to them, but again I cannot guarantee that there will be a direct response within those threads. We look forward to hearing from Mr. [redacted].Kind regards,[redacted]Customer Support Manager

Thank you for contacting Psyonix.  No deceptive advertisement has taken place. When a customer makes a purchase there is no advertisement regarding the ability to trade-in five items of one quality for one item of higher quality. The statements made at and before the time a purchase are...

complete and accurate, describing what may be unlocked from any crate. The trading system referenced by the player is an added-benefit designed to give additional options to players with items of a lesser rarity. This "added-benefit" trading system was first introduced and detailed here https://www.rocketleague.com/news/incoming--new-rare-items--and-trade-in-s...⇄ information regarding crate items and their use within the trade system can be found at the following locations:https://support.rocketleague.com/hc/en-us/articles/231507768-How-does-...⇄ we strive for the satisfaction of all of our customers there is nothing more that we can offer at this time.

Greetings Mr. [redacted] I was not able to find any help desk ticket or related contacts with the information provided. That includes the email address for this contact, the [redacted] Live ID and all other contact addresses. So I can not speak to any specifics. As to your concern, I can relate to your frustration. We have created specific knowledge base articles to help parents better understand the systems in-game.https://support.rocketleague.com/hc/en-us/sections/115000047833-Parent-s...⇄ you have any remaining questions as to the specific issue I would need you or your son to login to the support portal to confirm your identity in order to share account details. I understand this is not the resolution you are seeking, but I do hope that your family continues to play and enjoy Rocket League. Kind regards,[redacted]

Hello [redacted], Let me start by saying I'm sorry to hear about your son's experience. I was not able to find any record of contact with the email address or [redacted] ID that you are have provided. If you have a case number that would be very helpful. From the description it sounds like you may...

have entered in information on a site that is not associate with Psyonix or [redacted] as all payments are process through your platform provider. In the case of our [redacted] One players all payments are handled directly through Microsoft. I encourage you to report the site that was used directly through support.rocketleague.com to see if there is any action that we can take on that site. Kind regards,[redacted]

Greetings, Thank you for bringing Mr. [redacted] concern to our attention.Looking at the record of contacts for this email address, I see that Mr. [redacted] contacted us on the following days,11/18/201701/13/2017Both contacts were promptly answered and Mr. [redacted] was referred to the following...

blog post where we, Psyonix, initially discussed that we will be enforcing our policies more stringently as our game is rated E for Everyone. The blog post may be read here: https://www.rocketleague.com/news/new-[redacted]Further Mr. [redacted] contacted our appeals group on 11/21/2017 via [redacted] and was responded to on 11/29/2017 with details as to the statements that were made through their account in game. Although we understand that being banned from game play may be frustrating, we strive to provide an environment that is safe and fun for all players. If Mr. [redacted] has any additional concerns over a specific account action he is welcomed to email [redacted]. Sincerely,[redacted]Customer Care ManagerPsyonix

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted]e     I tried to pull a ticket on [redacted] live and could not.  the gamertag is FussyTax[redacted].  The email is actually his mom's  [redacted].  The  problem is their is no way to get your item back or a refund when a trade goes bad.  It actually happened again last night and I feel that when a 12 year old is getting treated poorly by other gamers, he should be able to het his item back.  All that is done is that person is banned.  My son can not be the only one this is happening to.   I don't know what other information you need, btw the support link to rocket league doesn't work for me.  thanks   My son really does like the game and I feel it's one of the more appropriate games on [redacted] live

Dear Mr. [redacted],First let me start by thanking you for your support, it is appreciated. Please know we want you to enjoy Rocket League and to continue playing.We consider account security and item trading to be the responsibility of the player. Regarding item trading, all trades are...

considered final as stated in the caution screen that is accepted by all players before engaging in their first trade. It is up to our players to ensure that trades are fair and accurate before accepting the trade. If the issue at hand is regarding an Account Take over we ask that players work with their platform provider, Sony, Microsoft, Valve or Nintendo to secure their account and enable 2 Factor Authentication to provide additional security and prevent the issue from happening again. In both of these cases, we do not grant additional items to the player.It is important to note that we are working on ways to identify when an Account Take Over has occurred in order to improve our ability to respond and make the situation better for our players. Again I do hope you continue to enjoy Rocket League. If you need support in the future please reach out to us at http://support.rocketleague.com.Kind regards,[redacted]

The screenshot that Mr. [redacted] has submitted is not consistent with his statement and is displayed out of context. Our user interface for the trade in feature has been reviewed and tested and presents options to users in a clear and informative manner.  To see the particular view Mr. [redacted] attaches, the player must Navigate to their "Garage", select "Manage Inventory", at this point the entirety of their inventory is displayed with the option to "Buy Keys" at the lower left. A player could choose a number of options from this screen. One option being to start a "Trade In" by selecting an appropriate item. When the player selects "Trade In,"  a new menu overlays over much of the screen, and is the only active window.  Attached are 4 screens to help illustrate the entire process.We take all player feedback very seriously and will consider Mr. [redacted]'s feedback.