TinyCo, Inc.

Initial Business Response /* (1000, 5, 2015/05/11) */
The Star Trek Event extension was in response to the largest influx of player requests we've received in the history of the companyWhile we make every effort to hold to end-of-event deadlines, we felt it necessary to meet the expectations of
the broader player base and extend the event by one week
That said, we recognize that some players may have made purchasing decisionsWhen these players contacted us, we looked at their purchases on a case by case basis, and refunded those we felt had been made in good faith under the original deadline
Per this policy, our records indicate we have already refunded the above player clams, plus an extra for the inconvenience, and the player has accepted the solution
Initial Consumer Rebuttal /* (2000, 7, 2015/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I filled out the complaint before I heard from the companyI do ask they hold fast to deadlines in the future

Initial Business Response /* (1000, 5, 2015/06/10) */
Apologies for the problem - our team is working to resolve crash issues that began with the most recent Mobsters event releaseWe have also taken player feedback directly to make more of the game available to free playersWhile there has
always been a great deal of free content, during the last month of events we took extra steps to make new content more achievableAs it stands, free players have dozens of hours of free content, with more released in every event
Regarding crashing, our team expects to have a hotfix out for the current batch of crashes by the end of the week
Our refund policy is that we can refund up to days of purchases, if they were done via Google PlayTo pursue this, please let us know the content of the ticket you sent, and we'll make sure it gets seenIf the refund is for Apple or Amazon purchases, the request must be made through their relative support departments, as they do not give us access to the transactions
Sorry again for the frustration - we take feedback like this very seriously, and will consider it during upcoming updates
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is basically,in my opinion,a non-responseThe claim that the crashing issues began with the new mobsters event is so not true I can't believe they said thatWhen I made my report the event hadn't started,and I never bothered to download mobsters because of all the issues I mentionedI checked the reviews/comments on Google play store and the same type of complaints are still being made (6/17/15)The issues in my complaint go back monthsThe game was fairly stable,the actions characters had to do to get items were not excessively long and the drop rate was much betterI stand by my complaints and Google ply store will back them upWhile very few things can be accomplished without spending real money,having to pay to complete quests or needing to buy items just for the chance to possibly complete a quest does not seem like a free to play game to meAs for trying to get a refund,based on their reply I'm not going to botherThey'll probably drag the process out for months and I don't want to devote that much of my time

Initial Business Response /* (1000, 5, 2015/09/24) */
We were unable to locate a support ticket submitted by the player under the contact information provided
We have a team of support agents ready to assist with purchase issues and gameplay bugsTo receive assistance, please contact us via
the in-game support feature or by emailing us ***@tinyco.com
Please provide as much detailed information about your issue as you can, including your PlayerID (the 32-digit code in the bottom right corner of the Account Info page) and what specifically you purchasedWe hope to hear from you soon and look forward to assisting you
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
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Final Business Response /* (4000, 9, 2015/10/12) */
Please email us at ***@tinyco.com with your PlayerID (488576accXXXXXb98beba3d9fXXXXXXc) and the specific details of your purchaseIf you can let us know which purchase did not meet your expectations, that will better help us assist you
Final Consumer Response /* (4200, 11, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is obviously stalling and going back and forthIt shows the games they are playingThey have my account number and with that they would be able to tell how much money I have spent with them
I have made over $in purchases and seeing how they treat their customers I will not spend another dime with them and would like this complaint refelected against their record

Initial Business Response /* (1000, 8, 2015/08/03) */
We have been in contact with this player as of July 15th and are working to fully resolve the issueWhile the original bug was fixed, there appears to be a new one preventing the player from logging inWe are working to resolve this with them
as well, and have also refunded the money spent during the time locked out of the game

Initial Business Response /* (1000, 5, 2015/10/19) */
The player has received a response via email

Initial Business Response /* (1000, 5, 2015/05/06) */
We contacted this player via our help desk with the below reply:
-------
My apologies for the length of time this reply has takenNine days is much too long, and we're digging into our process to make sure requests like these get answered
more promptly
Regarding your specific request, our team works hard to make sure there's a wide variety of difficulty in content, ranging from great content for all players to more difficult content that requires more rare itemsDeveloping this variety is what helps keep the game interesting for a long period of timeAll that said, we're receiving a great deal of feedback regarding the Star Trek event's overall difficulty, and based on that feedback, we adjusted item rarity over the past four weeksWe also extended the event by a week in order to give more players the opportunity to finish more content
While there aren't plans to change the item drops further before the end of the event, we will be taking a close look at the overall difficulty and how we can improve future events
I hope this helps clarify the design process behind Hypospray and other itemsIf you have any additional questions or concerns, please let me know

Initial Business Response /* (1000, 7, 2015/05/26) */
We reached out to this player directly to see how we could best resolve this issueThe player informed us that they have already received a refund from Google

Initial Business Response /* (1000, 7, 2015/07/29) */
We were able to get in contact with this player on July 10th and made sure both his refund was enacted and his issue was resolved.

Initial Business Response /* (1000, 5, 2015/09/01) */
I'm afraid in the course of investigating this issue we found a number of violations of our terms of service, which can be reviewed in full at http://tinyco.com/websitetermsofuse.htm, as well as in-game under the help menu. These violations...

include having unreleased content and a very large amount of premium currency not earnable through normal play.
We believe strongly in providing a fair experience for players in-game, and when we find an account to be in violation, we remove it from competitive aspects of the game while preserving that player's ability to play independently. This allows the player to continue playing as normal, while those still in good standing with the terms of use can compete in good faith.
I apologize that we are unable to lift the ban in this case. Our support team has reached out through the support desk to see if we can assist further regarding the performance issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I actually don't. They wb saying same thing yesterday and I told them that is actually false an it bad enough it crashes. I so don't accept at all
Final Business Response /* (4000, 11, 2015/09/30) */
After reviewing our records, we were unable to locate any recent support tickets submitted under the name "[redacted]."
We have a support team on hand ready to assist players with gameplay issues. Please contact us via the in-game support feature or email [redacted]@tinyco.com (please include your PlayerID, the 32-digit code in the bottom right corner of the Account Info page) so that our team can assist you.
Final Consumer Response /* (4200, 13, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed them on my own get the run around an im just done with it. not happy at all

Initial Business Response /* (1000, 5, 2015/08/12) */
We have reached out to this player via the original support ticket in order to further work on this issue. There is a known bug with Android's Lollipop release that causes a memory crash after a few minutes of play. We have provided additional...

steps that minimizes these crashes while we pursue a fix on our end.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'll accept this for now as they all of a sudden want to try to fix this, but I will refIle a complaint if they don't get this addressed soon.
Thank you

Initial Business Response /* (1000, 7, 2015/09/18) */
Hi there - sorry to hear this! There was a bug during the first portion of the recent PeterPalooza event that caused some players to get stuck at an update screen. This has since been fixed, and all players experiencing this should be 100% back...

in-game. If you are still experiencing this, please let us know and we'll correct it ASAP.
Final Business Response /* (1000, 10, 2015/10/02) */
At the time of this comment, the customer's account has a Last Login Date of Sept. 24, 2015, 6:36 p.m. This, in addition to recent 'SeptemberFest' content in their game, indicates that the player has been able to successfully log in and play within the past week.

Initial Business Response /* (1000, 7, 2015/07/29) */
Our records indicate that this player has been helped, and that the transfer for Tiny Monsters and Tiny Castle is complete.

Initial Business Response /* (1000, 9, 2015/07/29) */
We have responded to this player directly. I've copied the response below (removing personally identifiable info.)
I'm very sorry you didn't receive a response to your initial requests. I'm flagging your past issues to make sure that this...

doesn't happen again.
Regarding accidental purchases due to taps, was this always on Fort Knox, or did it include any other buildings? Each clams purchase in the game should have a confirmation button on it, and if that's not working here, I'll ask the team to add one.
If you're finding that the accidental purchases often happen while collecting the stuff that pops out of buildings, we can offer a workaround. The items that appear on screen, including mob rep, coins and clams, will collect to your game automatically after a few seconds. We also added a "collect all" button on the right side of the screen, which should also help reduce the taps required.
I went ahead and added 300 clams to your game to make up for those lost during the mob rep taps. Please let me know if that falls short of covering what you lost.
Regarding item difficulty, we believe strongly in providing a fun, free game for players with a great deal of free content, alongside with challenging and premium content for long time players. We're also working on making the free content more clear and accessible for players, such as with the most recent District 11 release, which is entirely free.
I'll let the team know regarding the 3-minutes-per-hour bug. Thank you for sending this.
If you have any additional questions, please send them my way. Sorry again for the frustration this has caused.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've heard this all before,on different occasions. Always ends the same. "We're taking care of it." or "looking into it." Still nothing gets done about it. Wow, 300 clams! Yeah I lost out on [redacted] loads of stuff. Along with [redacted] tons of other people. That nice little bribe will make it all better, WTF!? Stop raping people, then we're straight.
Final Business Response /* (4000, 13, 2015/08/12) */
We attempted to get additional information to resolve this complaint on July 29th, and again on August 5th, but unfortunately did not hear back until this followup. I've included our original response below, with personal information removed, which will help us fully resolve this issue. I have also re-opened the original email, and the player can respond directly there if desired.
I'm very sorry you didn't receive a response to your initial requests. I'm flagging your past issues to make sure that this doesn't happen again.
Regarding accidental purchases due to taps, was this always on Fort Knox, or did it include any other buildings? Each clams purchase in the game should have a confirmation button on it, and if that's not working here, I'll ask the team to add one.
If you're finding that the accidental purchases often happen while collecting the stuff that pops out of buildings, we can offer a workaround. The items that appear on screen, including mob rep, coins and clams, will collect to your game automatically after a few seconds. We also added a "collect all" button on the right side of the screen, which should also help reduce the taps required.
I went ahead and added 300 clams to your game to make up for those lost during the mob rep taps. Please let me know if that falls short of covering what you lost.
Regarding item difficulty, we believe strongly in providing a fun, free game for players with a great deal of free content, alongside with challenging and premium content for long time players. We're also working on making the free content more clear and accessible for players, such as with the most recent District 11 release, which is entirely free.
I'll let the team know regarding the 3-minutes-per-hour bug. Thank you for sending this.
If you have any additional questions, please send them my way. Sorry again for the frustration this has caused.
Final Consumer Response /* (4200, 15, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has been fixed and never will. These people aren't worth my time, which is saying something since I've got plenty.
Tried to buy me off and send me another ** response about how you'll "Look into it." Please, you know it's happening. Everybody's gone anyway, game over! You pushed all the players away. I'm just another in the list.

Initial Business Response /* (1000, 5, 2015/10/12) */
We've responded to this player via email and our support team will resolve this with them. If we are able to refund her directly we will, or we will otherwise direct her to the appropriate channels.
Initial Consumer Rebuttal /* (2000, 7,...

2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They completely resolved the issue.

Initial Business Response /* (1000, 5, 2015/11/10) */
The player's issue has been addressed via email.

Initial Business Response /* (1000, 5, 2015/10/19) */
The player has been helped by a support representative via email.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tiny Co responded promptly to my request for a...

game transfer once I filed a complaint with the Revdex.com.

Initial Business Response /* (1000, 5, 2015/10/12) */
Your game has been reconnected to your Facebook account. Please go to "Menu", followed by "Account Info" and select "Change User." Remember to press "Load" when prompted.
Please be aware that if you press "Delete Facebook" or "Link" instead...

of Load, you may overwrite the connection to your Facebook account. Make sure to follow the above instructions to safely log back in to your account.

Initial Business Response /* (1000, 5, 2015/11/10) */
The player has been responded to via the original email ticket.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not corrected the problem, only...

responded saying that they cannot refund me that I would have to contact apple.
Final Business Response /* (4000, 10, 2015/11/24) */
Because Apple handles the entire payment process, we don't have access to iOS players' billing information. We are unable to provide direct refunds for purchases made through the iTunes app store.
In order to request a refund, the player must contact Apple Support.
Our refund policy can be found here: https://tinyco.helpshift.com/a/family-guy/?s=billing&f=tinyco-refund-policy<...⇄ /> Final Consumer Response /* (4200, 12, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted apple support and they are refusing to provide a refund. The whole situation is a scam.

Initial Business Response /* (1000, 5, 2015/08/18) */
Our records indicate that this issue received a response to all four tickets on August 17th, 2015, and that the issue itself was fixed prior to that. The copy of the response is included below:
Thank you for reaching out to us about [redacted]...

getting stuck. We are sorry about the mix up and have updated the quest to resolve this issue. We appreciate you taking the time out of your day to let us know about this bug. Hope you have a great week!
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THE FIX IS NOT WORKING AND HAS NOT BEEN FIXED! THAT CHARACTER IS STILL STUCK! THIS COMPANY IS HORRIBLE!
Final Business Response /* (4000, 9, 2015/09/01) */
Sorry for the poor experience you've had with TinyCo Support. We located your ticket and have assigned it for a high level followup. You should have a response already in your inbox.
For the Windows version of the game, there is a known issue where a character can get stuck in a quest. Unfortunately we do not have a fix at this time. However, this is fixed on the Facebook version of the game, which can be accessed at http://apps.facebook.com/[redacted]. We can send a credit for the clams you've already bought, and you can continue your progress there unimpeded.

Initial Business Response /* (1000, 5, 2015/07/22) */
We have responded to this player via their in-game support ticket, and also refunded the last 30 days of purchases as per our refund policy.