Wargaming America Inc

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 [redacted] exclusively.  We recommend that you...

contact [redacted] support directly:
[redacted].
 
As payment goes from you to [redacted], then from [redacted] 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 [redacted] can be found through a support article we have published which include visual aids:
[redacted] - How to Request a Refund: [redacted]
 
If for some reason [redacted] denies the refund, please let us know via the ticket system (I see that you already have a couple tickets on hold with us), and we can work together from there.
 
Sincerely,
 
Wargaming Customer Relations.

Dear Mr. [redacted],I have read your request for a full refund of the two premium ships, An Shan and Blyskawica, after patch 0.6.3. I understand that you are not happy about this update, and it has affected the way how you have played these two vessels.While I hear and understand your frustrations,...

Wargaming reserves the right to change its content any at given time, as it is still property of Wargaming. Under section 6 of the EULA, any updates or changes may occur at any time to maintain an enjoyable experience for all players.Premium vehicles/vessels can be refunded provided they are not used in battle. However, the two ships listed were used in battle and are not eligible for refunds.Regards,Wargaming Customer Support

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear [redacted],
Thank you for contracting us!
Unfortunately, we did not find any ticket submitted by you regarding this Humble Bundle inquiry, but we did find a user with the same exact email name, we believe this to be you. The user...

has been credited the goods purchased from the Humble Bundle situation already. If this is not you, please feel free to create a support ticket here: https://na.wargaming.net/support/
Please note that if you've purchased the Humble Bundle package, you should have received the package in full by now. Again, you can send in a support ticket above if you have not been credited.
Please feel free to submit a ticket and update us with the status of your inquiry.
We look forward to assisting you again.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I just wish  to have my moneys back, and since my account is being closed I do not fall under the EULA since I will never play the  game again.

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear [redacted],
Thank you for contracting us!
Unfortunately, we cannot find any ticket submitted by you regarding this Humble Bundle inquiry. If you have not done so already, please feel free to create a support ticket here:...

https://na.wargaming.net/support/
Please note that if you've purchased the Humble Bundle package, you should have received the package in full by now. Again, you can send in a support ticket above if you have not been credited.
Please feel free to submit a ticket and update us with the status of your inquiry.
We look forward to assisting you again.

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for contacting us.
We have reviewed your ticket (#DVU-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.)

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear Mr. [redacted],
Thank you for bringing this matter to my attention.
It is unfortunate to hear of the inconvenience you experience while trying to redeem the promotional code from a partner promotion. At this time, I am unable to locate...

your inquiry within our ticket system. Could you please provide us with the ticket id of your inquiry? You may log into the Support center to locate your ticket inquiry through our Support page here: https://na.wargaming.net/support/
I look forward to your response and hope that we can find a speedy resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
thanks for the link for the ticket,And I'll send them one

Final Business Response /* (4000, 9, 2015/06/24) */
Dear Mr [redacted],
We apologize for any issues you are experiencing with our bonus codes packaged with the Italeri modal kits.
At this time I am unable to find a support ticket with the email supplied with this complaint.
If you have not yet done so, please submit a ticket to our Customer Support department in the following link: https://na.wargaming.net/support/
Please also provide the code you are attempting to redeem and/or any other information regarding the error you are receiving. (screenshots of the error are preferred)
It is also possible that you may have tried to redeem one of the invite codes on an already active account. The codes supplied with the Italeri modal kits should include one code for your use and three invite codes for your friends. For more information , please see the following link: [redacted]
One last possibility is, the model kit that you purchased had a European bonus code inside and this code is not redeemable on the North American server. If this is the case, we may also need to know where you purchased this modal kit so we can further investigate the bonus code error.
Please send us a ticket to our North American customer support department at https://na.wargaming.net/support/ and we will be more than happy to assist you with this issue.
We look forward to hearing from you at your earliest convenience.

Complaint: [redacted]I am rejecting this response because:
 
I shouldn't have to provide any purchase information.  I can provide my credit card number, expiration date, and security code, and I have already told them I would do that. 
I have already given them my internet service provider name, Spectrum, and that I am in Wichita Falls, TX.  
 
They make it very difficult to get the account deleted, when all they have to do is ask for the credit card info.  I can give them the purchase information, but it is more difficult than just giving them my credit card info. 
 
The email account I used with them is: [redacted]  I have two accounts.  
 
Futhermore, they said they would delete it after 45 days. I want it deleted now. I am NOT RETURNING.  
 
Attached are two pics, one stating the ISP I provided, Spectrum, is not the information I gave them.  But, it is the information I gave them.  This is the kind of game they play with you.  The second pic is my reply to them.  I am upset with these folks and have filed a complaint with the FTC.  They want to make you jump through hoops, and then refuse to do what you have requested unless you threaten them. 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  The core issue of not notifying the player base of your efforts to remedy the problem in a manner that would reach all affected players was an act of gross negligence.  The ability for a player in a "multiplayer game"  to interact with other players is of utmost importance to the participation of the game.  The issue of not notifying the general game community, as well as not offering the full service of the game needs to be reconciled for all players.  As a game developer you must understand that when players can not play the game in the manner it was meant to be played, they cannot expect to remain part of the player-base.  30+ days of altered and unavailable services with no public comment or community outreach is unacceptable. It is Wargaming's responsibility as the publisher and developer to maintain an open line of communication with their player-base.  There are expectations of quality and continuously available services when engaging in online play. 
 
You need to make a public statement going over what happened and why, how you fixed it, how its going to remain fixed, and what you are going to do to COMPENSATE players who were legitimately prevented from using services listed as baseline account services.
 Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear [redacted],
Thank you for contracting us.
Unfortunately, we cannot find any ticket submitted by your regarding this issue. If you have not done so already, please feel free to create a support ticket here:...

https://na.wargaming.net/support/
Please note that if you've purchased the Humble Bundle package, you should have received the package in full by now.
Please feel free to submit a ticket and update us with the status of your inquiry.
We look forward to assisting you again.

Dear Mr. [redacted],
In May, an issue occurred with our contact list/chat service preventing players from forming platoons and clan leaders in recruitment and communications activities. Our developers and engineers worked diligently towards finding the root cause of the problem, but it proved...

difficult, as some players were reporting a problem but others did not experience any outages or disruptions with their contact list/chat service. Once they were able to isolate the issue affecting all players, a resolution was worked on and deployed on 6/22/17 that restored the service for all of our players.
If you haven’t done so already, please log into your World of Tanks game client to confirm your contact list has been restored to its normal view. For further assistance, please reach out to our Customer Support department using the ticketing portal.We apologize for the inconvenience and hope to see you back on our battlefield soon.Regards,Wargaming Customer Support

Dear Mr. [redacted],I read your latest reply back to us regarding equipment in your inventory. As we previously stated, our records indicate only 1 piece of equipment was sold during the time you stated. Any transaction that occurs in the game client is recorded and we would have logs to verify any action that takes place.I also noticed you mentioned you were missing items and equipment. Frequently, Customer Support has assisted players with reports of missing equipment in their inventory after selling their vehicle. These players were using 3rd party modifications to their game client that automatically moved the equipment mounted on their tanks/vehicles into other compatible tanks/vehicles instead of moving them into the depot for future usage. If this is the case where you are using a 3rd party modification and have recently sold a vehicle, it could be possible the item you are looking for may have been mounted onto another vehicle. If you would like assistance trying to find your equipment that you believe is missing, our representatives may be able to help locate that equipment.Regards,Wargaming Customer Support

Greetings,
 
The player's first complaint has to do with changes made to in game items. We reserve the right to change our tanks in order to keep the game fair when we release updates. Unfortunately, we cannot offer any refunds for vehicles that a player purchases and uses, but simply does...

not like. In this instance we are unable to offer the player the requested refund as it falls outside of our premium store refund policy.
 The player's second complaint has to do with a third party modification. Wargaming does not create or support these third party modifications. However, the use of Warpack is considered a violation of our Game Rules. If the player feels he has found someone in game that is using these Restricted third party modifications, we encourage him to submit a ticket to Support for review.  We will not be able to provide him details on if the players he has reported were found in violation. If the player has any additional concerns they are welcome to contact Support again.

Initial Business Response /* (1000, 5, 2015/08/13) */
Hello Mr. [redacted],
I apologize for the delayed reply to your Customer Support ticket (HEU-XXX-XXXXX). Please feel free to continue to contact us with any more concerns you may have and we will try our best to assist you.
Your case was...

shown to be fixed shortly after a sanction, that was determined to be incorrectly applied, was removed via our forums. The delay in response had no excuse on our part and we sincerely apologize for the amount of time it has taken to respond to your inquiry.
Please note that we've looked in to the issue and ensured it has been resolved correctly, but we encourage you to contact us should you have further questions or concerns!
Thank you for your cooperation.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The matter is settled and hopefully the company is going to make the necessary changes to avoid this from happening again.
Thank you for responding and for answering my service ticket.

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for contacting us.
We have reviewed your ticket (#VUC-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 finale 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!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 iv done all that all you keep tellin me is to stop contacting customer service about the issue
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for contacting us.
We have reviewed your ticket (#TKO-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 finale 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, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did better then most and honored their original deal. Im very happy with that. And even spend 100 dollars on more products from them as a result.