TinyCo

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ We have reached out to this player via the original support ticket in order to further work on this issueThere is a known bug with Android's Lollipop release that causes a memory crash after a few minutes of playWe have provided additional steps that minimizes these crashes while we pursue a fix on our end Initial Consumer Rebuttal / [redacted] (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 / [redacted] (1000, 5, 2015/10/12) */ Your game has been reconnected to your Facebook accountPlease 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 accountMake sure to follow the above instructions to safely log back in to your account

Initial Business Response / [redacted] (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 screenThis has since been fixed, and all players experiencing this should be 100% back in-gameIf you are still experiencing this, please let us know and we'll correct it ASAP Final Business Response / [redacted] (1000, 10, 2015/10/02) */ At the time of this comment, the customer's account has a Last Login Date of Sept24, 2015, 6:p.mThis, 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 / [redacted] (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 menuThese violations include having unreleased content and a very large amount of premium currency not earnable through 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 independentlyThis 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 caseOur support team has reached out through the support desk to see if we can assist further regarding the performance issues Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I actually don'tThey wb saying same thing yesterday and I told them that is actually an it bad enough it crashesI so don't accept at all Final Business Response / [redacted] (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 issuesPlease contact us via the in-game support feature or email ***@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 / [redacted] (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 itnot happy at all

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (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 thatThe copy of the response is included below: Thank you for reaching out to us about *** getting stuckWe are sorry about the mix up and have updated the quest to resolve this issueWe appreciate you taking the time out of your day to let us know about this bugHope you have a great week! Initial Consumer Rebuttal / [redacted] (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 / [redacted] (4000, 9, 2015/09/01) */ Sorry for the poor experience you've had with TinyCo SupportWe located your ticket and have assigned it for a high level followupYou 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 questUnfortunately we do not have a fix at this timeHowever, 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 / [redacted] (1000, 5, 2015/07/22) */ We have responded to this player via their in-game support ticket, and also refunded the last days of purchases as per our refund policy

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ The player has been responded to via the original email ticket Initial Consumer Rebuttal / [redacted] (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 / [redacted] (4000, 10, 2015/11/24) */ Because Apple handles the entire payment process, we don't have access to iOS players' billing informationWe 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 / [redacted] (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 refundThe whole situation is a scam

Initial Business Response / [redacted] (1000, 5, 2015/05/06) */ Unfortunately, as we mentioned in our response to these requests, we were unable to find a record of unlocking [redacted] in the requestor's gameIn cases like this, where there was not a confirmed bug regarding the issue, we must look to our records While we were unable to confirm the [redacted] character, we did add clams to this account as an apology for the interaction I'm afraid regarding this particular issue, there is nothing we can do to restore or add the character Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tiny co keeps telling me there is no proof that I got cupidWhile I DID had it and earned it! I find it impossible to believe that they say they are unable to find a record of me having it! I will have to do screenshots every single item and quest I do because they always do the sameThis game is full of bugs and horrible customer service!

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ The player has been helped by a support representative via email. Initial Consumer Rebuttal / [redacted] (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 BBB.

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ We've responded to this player via email and our support team will resolve this with themIf we are able to refund her directly we will, or we will otherwise direct her to the appropriate channels Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) They completely resolved the issue

Initial Business Response / [redacted] (1000, 9, 2015/07/29) */ We have responded to this player directlyI've copied the response below (removing personally identifiable info.) I'm very sorry you didn't receive a response to your initial requestsI'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 workaroundThe items that appear on screen, including mob rep, coins and clams, will collect to your game automatically after a few secondsWe 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 clams to your game to make up for those lost during the mob rep tapsPlease 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 playersWe're also working on making the free content more clear and accessible for players, such as with the most recent District release, which is entirely free I'll let the team know regarding the 3-minutes-per-hour bugThank you for sending this If you have any additional questions, please send them my waySorry again for the frustration this has caused Initial Consumer Rebuttal / [redacted] (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 occasionsAlways ends the same"We're taking care of it." or "looking into it." Still nothing gets done about itWow, clams! Yeah I lost out on [redacted] loads of stuffAlong with [redacted] tons of other peopleThat nice little bribe will make it all better, WTF!? Stop raping people, then we're straight Final Business Response / [redacted] (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 followupI've included our original response below, with personal information removed, which will help us fully resolve this issueI 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 requestsI'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 workaroundThe items that appear on screen, including mob rep, coins and clams, will collect to your game automatically after a few secondsWe 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 clams to your game to make up for those lost during the mob rep tapsPlease 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 playersWe're also working on making the free content more clear and accessible for players, such as with the most recent District release, which is entirely free I'll let the team know regarding the 3-minutes-per-hour bugThank you for sending this If you have any additional questions, please send them my waySorry again for the frustration this has caused Final Consumer Response / [redacted] (4200, 15, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing has been fixed and never willThese people aren't worth my time, which is saying something since I've got plenty Tried to buy me off and send me another [redacted] response about how you'll "Look into it." Please, you know it's happeningEverybody's gone anyway, game over! You pushed all the players awayI'm just another in the list

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