I told you all about a bug in my account which prevented me from making any progress in the Arch Enemies Boost Mastery Event (1), (2). I endured 4 Live Chat sessions and the end result was the issue was never resolved. I collected enough gifts to show that I would have mastered the event 3 times and in one of my Customer Support session, the agent verified this by looking into my account. They were able to see that I did collect the gifts. The agent I spoke with stated that he was not able to credit my account with the loot items but assured me that someone higher up would review my case and report back to me within the hour.
(click image to enlarge)
In addition to being told there wasn't a problem, I was notified that I was credited with 3 random loot items that had nothing to do with my defective event.
Saber Tooth Tiger------>130/100
Flashback-------------->89/122
Cuban Crocodile------->60/105
Here are these items in my inventory. You can see I have zero of each. I ran an Inventory History to see if maybe the wrong items were listed but nothing new was added to my account. I don't appreciate being lied to, especially after the "issue" I clearly documented was further questioned. Do they think I made this all up so I wouldn't have to do the event? I spent more time explaining it then it would have taken to actually do it.
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| Article written by Jennifer Patterson, Creator of the MW Loot Lady Blog, The Mafia Wars Loot Lady Facebook Fan Page and Co-Host of The Informant Podcast. |
Its so annoying dealing with completely incompetent customer services reps!! Hope they figure it out & credit you the items..we count on you & your blog!!!
ReplyDeleteThis is similar to the issue I had tho I gave up after 3 emails and 2 videos. I would use a power pack and on seeing that everyone was dead or the remnants were gonna slaughter me I would click on the fight button to refresh the list. This would then do something wacky and take my health to near 0 and my stamina into the single digits as well. Happened twice before I submitted a report. Next 2 packs were spent on videos. I now have 1 pack and no desire to use it because it's a waste. No answer, no credits for spent packs, just frustration.
ReplyDeleteI'm at that point too. I've had 3 experiences similar to your's. Each customer service rep was patronizing, said he would work on it but nothing was done.
ReplyDeleteMaybe a one week Strike from the game would garner some response.
From: Zynga Customer Support [support@zynga.com]
ReplyDeleteRE: Reply from Zynga Customer Support[ ref:00D6J52i.5006EJSnP:ref ]
Your message was deleted without being read on Wednesday, September 07, 2011 7:06:30 AM UTC.
:-(
PS. I LOVE THIS WONDERFUL SITE
What level of service or care one gets TOTALLY depend on which agent one meets. There are some agents who might as well be sent from heaven, and there are some who seem to be cold statues with automated messages, some who doesn't seem to read what one writes and some who are simply fair and "okay". There even are a few assholes who patronizes as some others have said. But I'd suggest you try again until you get one of the awesome ones, since this certainly isn't a "closed case" and should be fixed instantly. I can't remember the names of the agents involvec in your case right now = if I've ever had them they were okay or "disappointing". There are gem agents, so don't give up! :) But some of them surely should take after those awesome agents and Zynga would have a lot happier customers.
ReplyDeleteI highly appreciate the honest, helpful and caring agents who shows there's a human somewhere there and who treis their best and if it won't get solved they at least propose compensation and let you say if it's okay before they add anything.
Email I've found useless. It's live chat or nothing.
I'm though sure they must have an exhausting job, and I bet many people going in with problems are not always in their best mood or particularly helpful or nice.
Anyway, have to go ice! Good luck with this!
that is totally BS what they are doing, They should of just gave you the items not like it would of been hard to do, and to think that even as a Plat Member who gives them lots of money, is still treated like that. I know you don't want to, but I think you should talk to the Staff you know from your PAC and explain the problem, and even give up those agent names so they can be dealt with. Sound like to me they didn't even let Zygna know or you would have gotten you items, and fact we don't need Reos that lie, or plain stupid
ReplyDeleteI myself think it would actually be a good service fvrom the PAC to stick this horrible excuse for customer service into the faces of some ZYNGA higher ups and help them understand they really need to hold someone accountable for fixing the mess it is in.
ReplyDeleteAt this point PAC involvement would be just exactly what the PAC should be for - use the contacts lootlady and let ZYNGA know what kind of nonsense goes on with an example without any wiggle room at all on ZYNGA's part.
Jennifer, you've pretty well described all my experiences (and their have been many) with Zynga Customer Support (I so hate to call them that!). The problem is never resolved, but they ply me with RPs and loot. Now mind you, don't mind that part, but why the hell can they never fix anything? And it takes an act of congress to make them understand your issue. Trust me, things never get escalated...I am told that the developers are working on it...be patient. I even asked one time if I could discuss my issue directly with the developers and I was told that they don't talk to customers. Say what???? I am currently in a showdown with them regarding the return of my trigger happies that they took and can't seem to get around to returning. Seems it's difficult...and, as a platinum player myself, they have been told that I will not spend another cent with them until the issue is resolved. More people need to cut off the money flow -that's all they understand, but it would take more than just a few of us.
ReplyDeleteAlso this happens me.. I reset the boss and do a few damage.. around 4k and the family do the rest.. At them of the fight i wasn't credited with 4 loot.. i contacted customers support thru Chats.. they were Extremely Rude.. I quiting buying RP and spend on theur crap.. Everything out is without instruction.. How.. How much.. How to do.. Poor Jen Loosing her time and health for Something Zynga is converting to Drama. Am like you Platinium Player level 241.. I am bit worried about Green and Gold player. It will worst for them.. We need all these Player so the game can run swiftly..
ReplyDeletethis is Oscar.
ReplyDeleteI understand that you lost Reward Points during a maintenance. Experiencing a setback is a frustrating experience and I do apologize for this occurrence.
After a thorough investigation of your account history, we are unable to verify the loss you previously reported. Any large loss of items or progress must be verified in order to be restored.
I appreciate your understanding and hope you continue to play Mafia Wars.
________________________________________________
He understood I lost RP about 227 but wouldn't credit them to my account . The loss occurred during the short server maintenance (24hours) on august 23 .I was unable to ever get live chat it took over 15 emails and 4 different customer support tickets ,each referencing the other tickets in order ,the agents kept closing them out and not responding. I finally called billing support (IMO it is billing I paid for something they removed it) got the run around about it not being a billing issue . Then i got pissed off and dialed billing with all 5 lines put them all on speaker phone and had a conference call lol when one would hang up i'd redial I finally got a billing supervisor who sent it to a technical support supervisor and I received my lost RP. get satisfaction was no help the super mod stopped following the thread and marked it as complete .
Last RP purchase for me
Please give customer no-support one more chance and try to get this resolved one more time. I find that if you really get bi...chy with them and very insistant, they will do something. The other comment was also right that it depends on which customer no-support agent you get.
ReplyDeleteI think it's very important for customer no-support to see what you've written. From now on I think they should be called CNS for customer no-support. :)
I love the insite you provide and I'd really hate to loose that from you.
There are certain advantages to not paying for the game!
ReplyDeleteContact your State Attorney General, and California Attorney General and report deceptive and fraudulent trade practices. Once they take money there are different set of laws governing commerce. It's no different than you buying an item in a store and the store owner not giving you the item, and keeping your money = fraud.
ReplyDeleteWILL WORK FOR RP
ReplyDeleteC'mon Zynga, I couldn't do any worse than some of the people you already have!
"Never attribute to malice that which can be adequately explained by stupidity, but don't rule out malice." -Albert Einstein
i gave up on buying RPs last year..... being platinum, gives you no advantage while getting support from Zanga..... i learned that this is a game that went too far in a short period of time, and they saw the potential profit, and tried to maximize it, without keeping the clients/customers (yes i call us customer because we spend/spent money) ..... they focus too much on making radical changes to the game without even making sure that they wont give us issues/bugs.... they need to remember that they are where they are because of US and OUR money.... one time i spent my time with close to 40 emails trying to get an answer and help with some issue i had..... the 2 ladies that replied, kept saying the same thing, even if i sent them the proof(screenshots) they kept on telling me to do something that i had already tried, sending them a pic of the result.... LOL....
ReplyDeletethey also made an insinuation of me being a cheater LOL.
told them to kiss my azz and stopped buying RPs.... i was expecting them to ban my account but they didnt LOL.... oh well.... sorry to hear that Jenn... ... you have helped us all A LOT.... i've said it before...
YOU ROCK GURL thnks for all your help :P
I've purchased RP in the past (myspace days) and recently my account here on facebook has been one mini glitch/bug after another. I screenshot and document everything. (dealing with CS is an adventure to say the least). I have gotten the run around.. out right lied to, and even been disconnected from Live Chat by an agent that accused me of cheating. When I do contact Live Chat, I no longer get a transcript of the conversation once it's ended. I'm guessing they are doing that so you don't have any proof of the conversation.
ReplyDeleteAfter reading this and knowing you can't get your issues resolved, that leaves me little hope. I truly hope they get this straightened out for you. It would be a shame if you weren't here for the community anymore because of stupidity like this.