Wargaming America Inc

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr ***,
Thank you for contacting us
We have reviewed your ticket (#DYF-XXX-XXXXX) and can see that this issue has been resolved to your satisfaction
We do apologize for the inconvenience of the recent Humble Bundle sale and
have taken steps to correct the errors made on our behalf
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience
Should you have any further questions or concerns, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr ***,
Thank you for contacting us
We did not locate a ticket from the email address associated with this report
We do apologize for the inconvenience of the recent Humble Bundle sale and have taken steps to correct the errors
made on our behalf
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience
If this issue has not been resolved to your satisfaction, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!
Initial Consumer Rebuttal /* (2000, 7, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear *** ***I understand you are trying to delete your World of Tanks accountThe reason you stated for deleting your account is “..so that no one can break into it and steal my credit card info.”I tried to look for your account with the email address you provided, but was unable to locate any
World of Tanks account with the email given: ***Please provide the following information so we can verify your account and your ownership of it:Email address registered to the accountIn-game name associated with the accountThe city you registered this accountThe Internet Service Provider you used when you registered this accountThe oldest purchase you made for World of TanksOnce you provide all of the information requested, we can move forward with assisting you with your request.Regards,
Wargaming Customer Support

Dear*** ***I understand you are not happy with the latest updates that affected the performance of self-propelled guns in World of TanksI also acknowledge you are requesting to speak directly with a member of the development team regarding these changes.Wargaming has the right to update,
change, and modify the vehicles and gameplay at any time and this is covered within our end-user license agreement (EULA).Please reference our EULA under section regarding patches and updates:From time to time, we may need to:(a) deploy or provide patches, updates, additional content or other modifications to the Software (for example to enhance online gameplay, to add new features or to resolve software bugs)Here is the link for our end-user license agreement covering the mentioned section.***Feedback regarding any changes and modifications are commonly shared via the forums for World of TanksThis is where our developers regularly check for feedback and suggestions from our player communityThis is the link for providing suggestions and feedback for your feelings and thoughts on self-propelled artillery vehicles:***I encourage you to use this to voice your opinion on the latest updates to be heard.Regards,Wargaming Customer Support

Greetings,
We respectfully request that the user either provide us with the ticket numbers of the tickets he has submitted or create a new ticketWe have checked his account, and do not see any tickets associated with it, indicating that the ticket creation process was not completedWhen the user creates a ticket he will be able to view the ticket, and its identification number, in the "my tickets" section of the portal, available here:
***
If the player does not see tickets listed there, then the tickets were not created in the system, and he should create a new one, making sure to fully complete the processWhen the ticket has been submitted, the user will also receive a confirmation email, which also includes the ticket ID
We hope that this clears up the confusion on this issueOnce we receive the ticket, we will be happy to help the player through our ticket system
Sincerely,
Wargaming Customer Relations

Greetings,
The Matchmaker system is continuously inspected, and is currently working as intendedMatchmaking is a very complicated process, and we are not always able to adopt every player-suggested change
Instructions for dispute resolution can be found in Section of our
Terms of Service, available here:***
Section describes the process for service, though I strongly suggest the player read the entirety of Section 22, as all of it is relevant to the dispute resolution process
Section states:
22.4 Notice; ProcessA party who intends to seek arbitration must first send a written notice of the dispute to the other, by certified mail or Federal Express (signature required), or in the event that we do not have a physical address on file for you, by electronic mail ("Notice")Wargaming's address for Notice is: *** *** *** *** *** *** *** *** ***. The Notice must (i) describe the nature and basis of the claim or dispute; and (ii) set forth the specific relief sought ("Demand")We agree to use good faith efforts to resolve the claim directly, but if we do not reach an agreement to do so within days after the Notice is received, you or Wargaming may commence an arbitration proceedingDuring the arbitration, the amount of any settlement offer made by you or Wargaming shall not be disclosed to the arbitrator until after the arbitrator makes a final decision and award, if any. In the event our dispute is finally resolved through arbitration in your favor, Wargaming shall pay you (i) the amount awarded by the arbitrator, if any, (ii) the last written settlement amount offered by Wargaming in settlement of the dispute prior to the arbitrator’s award; or (iii) $1,000.00, whichever is greater
I was unable to find an account associated with the email used for this complaint, and thus am unable to do a direct review of the tickets the player refers toThat being said, we do our best to resolve every ticket as quickly as possible with minimal player responses required
Sincerely,
Wargaming Customer Relations
*** ***
Product Specialist Team Lead

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr ***,
Thank you for contacting us
We did not locate a ticket from the email address associated with this report
We do apologize for the inconvenience of the recent Humble Bundle sale and have taken steps to correct the errors
made on our behalf
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience
If this issue has not been resolved to your satisfaction, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!

Greetings
We do understand that when this vehicle was originally offered it was declared that it would never be available for sale againThat being said, the decision was made to allow it to be purchased for a very limited span of time again this yearBelow is a statement made by
Wargaming regarding its sale
“Over the past years we have grown a large community of tank collectors and with this in mind we decided to extend the opportunity to purchase this unique tankWe understand this is different from our original statement but we believe expanding this opportunity to more players is the right thing to doWe will send original owners an additional gift to thank you for your dedication to our game over all these years! Please stay tuned for more info.”
Players who purchased the vehicle during pre launch will be given a special gift as a thank you for being one of the original purchasersAt this time, however, we do not have any additional details as to what that gift may be
As far as the players request for a refund, we do offer refunds for digital purchases, providing that those goods have not been used or spent within the gameIn order for this player to receive a refund on his purchase the vehicle in question must not be used
Unfortunately, the vehicle has been used since its original purchase so we will not be able to provide the player with his refund
As soon as we are able, we will make an announcement to our players as far as what that gift will be
Regards,Wargaming Customer Relations

Initial Business Response /* (1000, 6, 2015/07/08) */
Dear Mr ***,
Thank you for contacting us
We did not locate a ticket from the email address associated with this report
We do apologize for the inconvenience of the recent Humble Bundle sale and have taken steps to correct the errors
made on our behalf
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience
If this issue has not been resolved to your satisfaction, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!

Greetings,
It appears the player has been in contact with us and is already familiar with our policiesTo reiterate, Wargaming reserves the right to make any necessary changes to our tanks or economy in order to ensure proper game balanceThe user agreed to these terms both when they
began playing the game and when they made the purchasesWe cannot provide refunds for tanks that have been played, as Wargaming considers them to be used goods
For further clarification, our refund policy is available here:
***
Sincerely,
Wargaming Customer Support

Greetings,
We are more than happy to help players when there are issues with purchases, so long as the goods purchased remain unusedIf the player can provide us with the ticket number or their in-game name we would be more than happy to work with them through the ticketing system
We hope to
hear from the player soon
Sincerely,
Wargaming Customer Support

Initial Business Response /* (1000, 5, 2015/12/30) */
Greetings,
Wargaming America's refund policy is specific to items that a player has purchased. It is unlikely that this player was offered a refund due to other players' alleged modifications and use of "bots." However, we cannot fully...

investigate this issue without knowing more information about the complaining player - their username, account email, and/or the ticket number in which the player believes we offered them a refund.
I. Wargaming's Refund Policy
Wargaming America offers refunds for unused products. We are happy to offer this player a refund for unused in-game currency they purchased, or vehicles that have not yet been used in battle. This includes unused vehicles and currency purchased on the wrong server. We can also refund premium time purchases if the refund request is made within 24 hours of the purchase. A more detailed explanation of our refund policy is available here:
https://na.wargaming.net/support/Knowledgebase/Article/View/156/18/can-i-get-a-r...⇄ /> The player stated "they promised me a refund due to issues of other players useing sic modifications..." This is inconsistent with Wargaming America's refund policy, but we would be happy to investigate further if we are provided with the information requested in the introduction. The specific ticket number in which the exchange in question happened would be the most helpful for our investigation.
Wargaming does not offer "full account refunds" - there must be a specific item the player wishes to refund, and that item must be unused. We do not offer refunds on specific items due to the actions of other players, including using modifications or "bots."
II. Inability to Contact the Company
Although Wargaming America has moved our in-game rule violation reporting to our new in-game system, players can still contact us via the ticket system available on our website. Any ticket the player submits regarding refunds will be handled by our employees. Wargaming America is always happy to help our players with any issues they may have, and the ability to contact us has not been curtailed in any way by the introduction of the in-game reporting system.
We cannot give a complete response to the player's complaint without further information, but the refund they describe is against Wargaming's refund policy. Based on the information provided we cannot offer this player a refund. If the player has a specific item they would like refunded they are welcome to submit a ticket. Upon receipt of the ticket we will process their refund request in accordance with our policies.
Sincerely,
Wargaming Customer Support

Hey Player,   We understand the removal of the IS-6 Fearless was frustrating, and that you’d like a refund for the Gold you purchased in order to gift the tank.   Please know that as all billing related inquiries are handled through Apple exclusively.  We recommend that you contact...

Apple support directly: [redacted].   As payment goes from you to Apple, then from Apple to us, we don’t have the ability to directly process refunds – we literally don’t have access to their records on this.   Additional information on how to request a refund from Apple can be found through a support article we have published which include visual aids: Apple - How to Request a Refund: [redacted]   If for some reason Apple denies the refund, please let us know via the ticket system, and we can work together from there.   Sincerely,   Wargaming Customer Relations

Dear Mr. [redacted],I understand you are having a problem logging into your World of Warships account. Our Customer Service team has the tools and capabilities to assist you with getting back into the game, however according to our records we do not show any tickets submitted to us regarding your issue....

In addition, our battle records indicate you recently logged in to your World of Tanks account on 6/15/17 and the computer/laptop used is consistent with previous log ins from earlier this year as well. Both World of Warships and World of Tanks use the same credentials to access the game. If you have forgotten your password, our support team can assist you with that as well.Please contact us via our support portal so we can assist you with your account inquiry:[redacted]Apologies for any inconvenience and we hope to get in touch with you soon.

Initial Business Response /* (1000, 5, 2015/10/02) */
Greetings [redacted],

Thank for your bringing this matter to our attention.

We have responded to your ticket MVE-XXX-XXXXX. Please log into our support portal to review our response located here:...

https://na.wargaming.net/support/Tickets/ViewList

We await your response and hope for a speedy resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a response that is old and not a new response to clear up my situation, it is a late excuse abot a policy that is not present at the time of purchase but they claim is and now are trying to get over on give me credit or something back for that [redacted] tank. WoTs is a scam. This is the second time in 3 months I have gotten screwed by this company. now I want blood
Ticket ID MVE-XXX-XXXXX
Category:
World of Tanks
Sub-category:
Billing Support
well like I said THAT POLICY YOU ALL KEEP GOING ON ABOUT IS not STATED IN ANY OF THE FORM AS PURCHASE MY GOODS AND U ALL SEEM TO THINK I'M A GOD [redacted] PSYCHIC. I HAVE INFORMED THE Revdex.com AND WE CAN SEE WHAT HAPPENS THAT WAY OR WE CAN GO ANOTHER WAY, SCREWING OVEN A RETIRED SERVICE MEMBER IS LIKE A WAY OF LIFE FOR SOME OF YOU PEOPLE.
Replies
[redacted] 21 September XXXX XX:XX
Hey [redacted],
Thanks for contacting Wargaming NA support!
We sincerely apologize that you are unhappy with the recent Premium Tank purchases..
Like we stated in our previous responses, we are unable refund for these purchases as the tanks were played/used.
Below we have included links to our Terms of Service and EULA:
Terms of Service: http://worldoftanks.com/en/content/docs/terms_of_service/
EULA: http://worldoftanks.com/en/content/docs/user_agreement/
Additionally, before a purchase is made, we recommend researching the vehicle/goods and see if it caters to your needs or playing style.
In the future, if you do accidentally purchase a vehicle you didn't intend to, we can usually cancel the sale if it is reported to us immediately (less than 24 hours after the sale), however this is only possible if the vehicle has not been used at all, that means no battles, no training rooms, etc.
If you have any other questions or concerns, please don't hesitate to ask.
Good luck on the battlefield!
Best Regards,
[redacted]
Wargaming America Support
You can always check your ticket status by logging into our Support Portal: https://na.wargaming.net/support/
Please don't forget to fill out our survey once your ticket has been completed.
[redacted] 24 September XXXX XX:XX
the Revdex.com has contacted me so we'll see were this goes
Final Business Response /* (4000, 9, 2015/10/17) */
Greetings,
The player seems to be unhappy with the way a vehicle they purchased performs. The player requested a refund of the vehicle due to it not meeting his expectations, however we do not refund purchased items if the player has used any portion of the purchase, as per policy. When players install our game, they agree to the Terms of Service, located here: http://worldoftanks.com/en/content/docs/terms_of_service/
Specifically: Section 8. Virtual Goods.
We've explained to the player that we unfortunately cannot comply to his requests, and have provided him with knowledgbase articles explaining so: https://na.wargaming.net/support/Knowledgebase/Article/View/156/19/can-i-get-a-r...⇄ /> Thank you for your cooperation. We hope you find this information useful.
Please let us know if more information is required.
Final Consumer Response /* (4200, 11, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the policy as to the use a virtual item was explain after the fact and when I bought the item no explanation was given to the purchase that a used virtual item would make it none refundable so this back and fourth over a couple of dollar shows how greedy this company is over a virtual item to be place as a used item not to be refunded, really?

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for contacting us.
We did not locate a ticket from the email address associated with this report
We do apologize for the inconvenience of the recent Humble Bundle sale and have taken steps to correct the...

errors made on our behalf.
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience.
If this issue has not been resolved to your satisfaction, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All has been creditied

Dear [redacted]
 
I understand your account was recently blocked due to credit card chargebacks that you claim were fraudulent charges.
 
According to our records, all of the logins and transactions took place from the same computer and home network you registered and usually play...

on. We do not see any outside activity or logins from other IP or computer addresses. It is unfortunate that you feel you are a victim of fraudulent activity, however our records do not indicate your account was compromised and we cannot substantiate a fraud investigation.
 
Access to your account is still possible by settling the chargeback amounts which our Customer Support agents are willing to assist you with. Please let us know how we can get you back into the game.
 
Regards,
 
Wargaming Customer Support

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for contacting us.
We have reviewed your ticket (#ZGN-XXX-XXXXX) and can see that this issue has been resolved to your satisfaction.
We do apologize for the inconvenience of the recent Humble Bundle sale and...

have taken steps to correct the errors made on our behalf.
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience.
Should you have any further questions or concerns, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!
Initial Consumer Rebuttal /* (2000, 7, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
WarGaming did credit us with the premium time, the ship slots, and the dubloons crediting us with the full arsenal of stuff that they initially promised. It took them awhile out of sheer stubborness to actually do it but they came through.
I'd still be iffy of the companies future marketing if they cannot get their marketing team to clearly communicate the terms of the deal unless their marketing team has been fired. Then they solved the problem already and now have to rehire a more competent team.

Complaint: [redacted]I am rejecting this response because: The ships were advertised with certain functionality. This is very much akin to [redacted] showing up in my drive way and ripping out the 4wd transaxel of my [redacted] and replacing it with a 2wd  after I have paid for it and driven it home. The Blys and Anshan were both expressly advertised with these functions. If you intended to remove them it should have been advertised as something temporary not listed as a main selling point for the product. You advertised and sold one product only to rip it away and replace it with a lesser and frankly completely undesirable product without any means or even consideration for the owners to get compensation for the forced involuntary degrading of the purchase.Sincerely,[redacted]