Initial Business Response /* (1000, 5, 2015/08/12) */
Hello [redacted],
Thank you for taking the time to write in with your concerns about your Scouts in Kingdoms of Camelot.
After reviewing the tickets filed to our Support Staff, it looks like the issues were all handled correctly. The only way...
that Troops were removed from your account were through normal Attacks and Defends. Please note that some Marches that were sent out may experience delays returning during periods of high activity.
Additionally, we are showing that the Agents handled the tickets that came in were following proper procedure when sending replies and contacts regarding your Scout issue. It is also important to keep in mind that we do have certain limitations in rewarding Troops back to player accounts.
Regards,
RockYou Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When my troops disappeared it was NOT due to losing a battle, the battle report which I screenshot and sent to them I lost zero scouts, the next report a few seconds later they were just not there, they were not killed, moved or hidden, they had just vanished, so I sent them this e-mail straight away;
"Jul 26, 4:02 AM
I was just defending a single scout when 959,412,273 scouts just disappeared, I've refreshed, cleared cache etc, they are gone gone gone"
then a few hours later I sent this e-mail as more troops had disappeared;
"[redacted]
AttachmentsJul 26
to RockYou
yeah.... not sure what's going on with you guys but I now have NO scouts left........ in a separate incident I have now lost another 64,612,180 scouts... that's well over a billion scouts in total now
three other players in my alliance have also had large numbers of troops disappear (one of whom is a close friend has quit the game because of this issue as he lost over 100 mill catapults)
it seems you have a glitch, when you go into castle and change to a different selection of troops and the castle is still in "defend" mode it wipes troops off your count
I read forums and this is not an isolated incident, players have contacted the Revdex.com over this. I have spent a [redacted] of a lot of time and money over the past 4 years playing this game and feel a reasonable response should be implemented. I also feel a courtesy 5mill scouts is insufficient and would class this as an insult, a billion scouts is a huge set back, it is over a months training in all cities, 24 hours a day (assuming all cities have all 11 cottages and I have increased population) leaving no time to train anything else so in effect will put me a month behind everybody else in my domain
please find enclosed a screenshot of the reports immediately before both incidents that my scouts went missing
I would be grateful if you contact me as soon as you read this, I'm pretty close to quitting the game due to the stress brought on by this issue!"
these troops were not killed by a single scout, they just vanished when I switched defenses; preparing for the next incoming attack. The problem is with the switching when defending, as I explained to RockYou!
RockYou then sent me a response;
"[redacted] (RockYou Games)
Jul 28, 4:33 AM
Hello,
Thank you for contacting us regarding Lost Scouts issue. I apologize for any inconvenience caused. If you could please confirm your lord/lady name, the domain where this occurred, and the name and coordinates of the city in question, I would be more than happy to investigate this concern and assist you further.
Regards,
[redacted] R
Kingdoms of Camelot Support"
I thanked them for looking into the matter and sent details for them to get into my account, I later received this reply
" [redacted] R (RockYou Games)
Jul 29, 3:00 AM
Thank you for writing back with requested information. I have gone ahead and added scouts to your Imperial City.
If you have any other questions or concerns, please feel free to contact us we would be happy to assist you.
Thank you for playing Kingdoms of Camelot. Have a nice day.
Regards,
[redacted] R
Kingdoms of Camelot Support"
the amount that were reimbursed was 5 million, I had lost over 1 billion (that's half of one percent) RockYou KNOW there is a problem with the defend part of the game but are unprepared to admit it! If there wasn't they would not have placed 5 million scouts in my city
I am not asking them to put their hands in their pockets, all I want is my scouts back (and some sort of guarantees that the glitch has been repaired would be good as well)
Thank you for your continued help
[redacted]
Final Business Response /* (4000, 9, 2015/08/18) */
Thank you again for taking the time to write back in with your thoughts and opinions about your Scout issues.
After reviewing the ticket that was filed through our Support site, it looks like the Agent responsible followed our Allocation Policies in place to help keep balance on Troop counts.
Additionally, the Agent has forwarded your information and situation to our Game Team to investigate and make sure that your account is processing actions correctly as our original investigation indicates.
With this being said, the Game Team is currently investigating and will reward any Troops that they find to be missing for any reason.
Regards,
RockYou Support
Initial Business Response /* (1000, 15, 2015/06/23) */
Thank you for informing of the customer issue. We are not sure why this complaint fell off our radar.
After thorough investigation, we already processed the check on June 2nd 2015. It arrived in customer's mailbox on June 9th 2015.
This is...
our internal tix tracking #
https://rockyou.zendesk.com/agent/tickets/XXXXXX
This matter should be resolved.
Thank you!
Rockyou
Initial Consumer Rebuttal /* (3000, 21, 2015/11/19) */
I claimed a prize payout on August 18, 2015 and I have not been paid yet. Their FAQ section states prizes are paid within 4-6 weeks.
It has been more than three months now since I claimed by prize payout of my Ryzing Bingo winnings. According to their instructions, prizes are paid within 4-6 weeks. I have sent four email inquiries as to when I would be paid. I received one response on 10-27-15 from Sharath on the RockYou team who said they would contact me when they have more information. They have my driver's license number and all the pertinent information they need to process my payment yet they have not done it. As of today, they owe me $219.20.
I want to be paid for my winnings. As of today's date (11-18-15) that is $219.20.
Final Business Response /* (4000, 23, 2015/11/20) */
Hi Ms. [redacted],
Thanks for writing in again.
After our second investigation, we realized your email address had changed from the original ticket.
We have promptly processed your payment. It will arrive next friday the 27th.
Amount is $220.55
address:
[redacted] OR XXXXX
Thank you for being a loyal player and we hope to see you in game soon.
Regards,
Rockyou support
Complaint: [redacted]I am rejecting this response because: I was under the impression that I had already given an explanation? To clarify I am unhappy that the company advertises prizes and broadly highlights the fact they contain top level, useful and sought after items. However in their chance to win model I have personally experienced these chances to be below 1% from upwards of 200 purchases on occasion and for real world monetary spend of $200-300. The company refuses to give details of what the drop rates should be but happily informs me they are correct. This return on investment is worse than a casino and the response you received today is a copy and paste response to what I received from their own Zendesk support.
Sincerely,[redacted]
Hi [redacted], Thank you for taking the time to write in to the Revdex.com in regards to your concerns with the RockYou controlled game The Godfather: Five Families.We apologize for any inconvenience caused. Upon review of your account and reports, we did not find any inquiries or...
information to address your account to further assist you. Please contact us through our Support site at [redacted] with more information on your account and issue. Our team will be able to assist you then. We would need your player name, server name, date of the purchase, and any additional account information requested to resolve this for you.Thank you in advance.Regards,RockYou Revdex.com Support
Initial Business Response /* (1000, 5, 2015/08/12) */
Hello [redacted],
Thank you for taking the time to write in with your concerns about your Scouts in Kingdoms of Camelot.
After reviewing the tickets filed to our Support Staff, it looks like the issues were all handled correctly. The only way...
that Troops were removed from your account were through normal Attacks and Defends. Please note that some Marches that were sent out may experience delays returning during periods of high activity.
Additionally, we are showing that the Agents handled the tickets that came in were following proper procedure when sending replies and contacts regarding your Scout issue. It is also important to keep in mind that we do have certain limitations in rewarding Troops back to player accounts.
Regards,
RockYou Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When my troops disappeared it was NOT due to losing a battle, the battle report which I screenshot and sent to them I lost zero scouts, the next report a few seconds later they were just not there, they were not killed, moved or hidden, they had just vanished, so I sent them this e-mail straight away;
"Jul 26, 4:02 AM
I was just defending a single scout when 959,412,273 scouts just disappeared, I've refreshed, cleared cache etc, they are gone gone gone"
then a few hours later I sent this e-mail as more troops had disappeared;
"[redacted]
AttachmentsJul 26
to RockYou
yeah.... not sure what's going on with you guys but I now have NO scouts left........ in a separate incident I have now lost another 64,612,180 scouts... that's well over a billion scouts in total now
three other players in my alliance have also had large numbers of troops disappear (one of whom is a close friend has quit the game because of this issue as he lost over 100 mill catapults)
it seems you have a glitch, when you go into castle and change to a different selection of troops and the castle is still in "defend" mode it wipes troops off your count
I read forums and this is not an isolated incident, players have contacted the Revdex.com over this. I have spent a [redacted] of a lot of time and money over the past 4 years playing this game and feel a reasonable response should be implemented. I also feel a courtesy 5mill scouts is insufficient and would class this as an insult, a billion scouts is a huge set back, it is over a months training in all cities, 24 hours a day (assuming all cities have all 11 cottages and I have increased population) leaving no time to train anything else so in effect will put me a month behind everybody else in my domain
please find enclosed a screenshot of the reports immediately before both incidents that my scouts went missing
I would be grateful if you contact me as soon as you read this, I'm pretty close to quitting the game due to the stress brought on by this issue!"
these troops were not killed by a single scout, they just vanished when I switched defenses; preparing for the next incoming attack. The problem is with the switching when defending, as I explained to RockYou!
RockYou then sent me a response;
"[redacted] (RockYou Games)
Jul 28, 4:33 AM
Hello,
Thank you for contacting us regarding Lost Scouts issue. I apologize for any inconvenience caused. If you could please confirm your lord/lady name, the domain where this occurred, and the name and coordinates of the city in question, I would be more than happy to investigate this concern and assist you further.
Regards,
[redacted] R
Kingdoms of Camelot Support"
I thanked them for looking into the matter and sent details for them to get into my account, I later received this reply
" [redacted] R (RockYou Games)
Jul 29, 3:00 AM
Thank you for writing back with requested information. I have gone ahead and added scouts to your Imperial City.
If you have any other questions or concerns, please feel free to contact us we would be happy to assist you.
Thank you for playing Kingdoms of Camelot. Have a nice day.
Regards,
[redacted] R
Kingdoms of Camelot Support"
the amount that were reimbursed was 5 million, I had lost over 1 billion (that's half of one percent) RockYou KNOW there is a problem with the defend part of the game but are unprepared to admit it! If there wasn't they would not have placed 5 million scouts in my city
I am not asking them to put their hands in their pockets, all I want is my scouts back (and some sort of guarantees that the glitch has been repaired would be good as well)
Thank you for your continued help
[redacted]
Final Business Response /* (4000, 9, 2015/08/18) */
Thank you again for taking the time to write back in with your thoughts and opinions about your Scout issues.
After reviewing the ticket that was filed through our Support site, it looks like the Agent responsible followed our Allocation Policies in place to help keep balance on Troop counts.
Additionally, the Agent has forwarded your information and situation to our Game Team to investigate and make sure that your account is processing actions correctly as our original investigation indicates.
With this being said, the Game Team is currently investigating and will reward any Troops that they find to be missing for any reason.
Regards,
RockYou Support
Initial Business Response /* (1000, 15, 2015/06/23) */
Thank you for informing of the customer issue. We are not sure why this complaint fell off our radar.
After thorough investigation, we already processed the check on June 2nd 2015. It arrived in customer's mailbox on June 9th 2015.
This is...
our internal tix tracking #
https://rockyou.zendesk.com/agent/tickets/XXXXXX
This matter should be resolved.
Thank you!
Rockyou
Initial Consumer Rebuttal /* (3000, 21, 2015/11/19) */
I claimed a prize payout on August 18, 2015 and I have not been paid yet. Their FAQ section states prizes are paid within 4-6 weeks.
It has been more than three months now since I claimed by prize payout of my Ryzing Bingo winnings. According to their instructions, prizes are paid within 4-6 weeks. I have sent four email inquiries as to when I would be paid. I received one response on 10-27-15 from Sharath on the RockYou team who said they would contact me when they have more information. They have my driver's license number and all the pertinent information they need to process my payment yet they have not done it. As of today, they owe me $219.20.
I want to be paid for my winnings. As of today's date (11-18-15) that is $219.20.
Final Business Response /* (4000, 23, 2015/11/20) */
Hi Ms. [redacted],
Thanks for writing in again.
After our second investigation, we realized your email address had changed from the original ticket.
We have promptly processed your payment. It will arrive next friday the 27th.
Amount is $220.55
address:
[redacted] OR XXXXX
Thank you for being a loyal player and we hope to see you in game soon.
Regards,
Rockyou support
Complaint: [redacted]I am rejecting this response because: I was under the impression that I had already given an explanation? To clarify I am unhappy that the company advertises prizes and broadly highlights the fact they contain top level, useful and sought after items. However in their chance to win model I have personally experienced these chances to be below 1% from upwards of 200 purchases on occasion and for real world monetary spend of $200-300. The company refuses to give details of what the drop rates should be but happily informs me they are correct. This return on investment is worse than a casino and the response you received today is a copy and paste response to what I received from their own Zendesk support.
Sincerely,[redacted]
Hi [redacted], Thank you for taking the time to write in to the Revdex.com in regards to your concerns with the RockYou controlled game The Godfather: Five Families.We apologize for any inconvenience caused. Upon review of your account and reports, we did not find any inquiries or...
information to address your account to further assist you. Please contact us through our Support site at [redacted] with more information on your account and issue. Our team will be able to assist you then. We would need your player name, server name, date of the purchase, and any additional account information requested to resolve this for you.Thank you in advance.Regards,RockYou Revdex.com Support