I've stopped buying diamonds, and here's why.

I'm a long time player of the game, recently just hitting 116. Most people know that past 80 or so, the game just gets repetitive and tedious and the only thing keeping you going is your love of the game.

I've been playing for a while, and not afraid to spend money on a free game. In the grand scheme of things, my purchases are but a drop in the ocean but money is money for them. And I am satisfied enough to pay for a game I truly enjoy.

When the new diamond packages with the limited edition decorations got released, I actually purchased a diamond package a few hours beforehand. Naturally, I was upset I just missed out on them especially since if I delayed my purchase for 2 hours I would have gotten this decoration. Now his decoration adds nothing for Supercell, it's purely cosmetical and adds no game advantage. I opened a ticket kindly asking, that since I bought diamonds just before the special release, if they would be able to still reward with it. To my utmost suprise, they declined. With what seemed to be a very formulaic answer, stating that they could not give it to me and that if I wanted them I would need to purchase another package.

Now, I wasn't asking for more diamonds. Nor was the package giving any more diamonds that I had already bought. The only difference was a decoration which I just missed out on by 2 hours. And as a long time paying customer, they couldn't reimburse me for that. In the retail world, when an item goes on sale they would normally reimburse a person who bought it the day before for that difference. Up to a time limit of course. But this was 2 hours. All Supercell could have gained was customer satisfaction and any future spending from me, but an aesthetic decoration was not worth this in their eyes.

I know a lot of people will tell me tough luck etc. I don't mind. If you were in my shoes you would be feeling the same way. I know that the customer representative replying to my ticket has a certain formulaic response he has to keep to do I don't blame him either. I know I'm not entitled to anything. Im more so disappointed in Supercells decision in this, showing their greed and disregard for customer satisfaction. I still love the game, and I will still play it. But I will no longer be a paying customer.

Cheers.

Very unfortunate timing, reference to the real retail world and Hay Day very relevant too.

Customer service decisions like this really are crazy, it just costs them future income.

I had just purchased for two farms right before also. I considered it "just my luck". I didn't ask for special consideration. And I will still budget my monthly diamond purchases and enjoy my game.

Their decision was from an employment standpoint as this is their livelihood, their paycheck. They have over 3 million players so if you do it for one, you do it for 3 million.

They are a free game and offer optional investment. Id rather buy diamonds at my price and at my leisure than have a monthly players fee like World of Warcraft and other games require.

Please reconsider your decision and monetarily support our wonderful game and design team.

It would not have occurred to me to go to a retail store to ask for sale price when the sale started after I purchased goods. I will try that next time. Where do you live that that is common practice?

I'm not sure your retail analogy is accurate...

It's more like, you bought a lunch box for $5 yesterday, and then the next day you see a deal that says "Buy a Lunch Box and Get a Thermos Free!", and you are asking them to give you the free thermos because you bought a lunch box yesterday.

I see why some people are irked about the whole business. But I really don't think anything about this program as greedy. People keep throwing that word around when all the company is doing is trying to make money. That's what a business is supposed to do.

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Originally Posted by farmerClem

It would not have occurred to me to go to a retail store to ask for sale price when the sale started after I purchased goods. I will try that next time. Where do you live that that is common practice?

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Just about any retailer will honor sales prices if an item goes on sale within X days of you having bought something. After all you could return the item for a full credit for the purchase price and simply repurchase it at the how lower cost.

The customer is always right in the retail world.

"The customer is always right."

Interesting bit of history for you all. Do you know who coined that? Harry Selfridge in 1909. ;)

I read about that some time back and thought it was cool. He has an interesting (but kind of sad ending) story if you want to read about him. There's also a TV show, Mr. Selfridge.

Anyways back on topic....

You won't hear tough luck from me. I completely get where you're coming from. It's too bad they couldn't give a deco to you. Did you try asking a second time? I would. You might get the same response but IDK, I guess I am just hopeful for you that you do indeed get that deco.

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Originally Posted by ilovehayday

"The customer is always right."

Interesting bit of history for you all. Do you know who coined that? Harry Selfridge in 1909. ;)

I read about that some time back and thought it was cool. He has an interesting (but kind of sad ending) story if you want to read about him. There's also a TV show, Mr. Selfridge.

Anyways back on topic....

You won't hear tough luck from me. I completely get where you're coming from. It's too bad they couldn't give a deco to you. Did you try asking a second time? I would. You might get the same response but IDK, I guess I am just hopeful for you that you do indeed get that deco.

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I completely agree, ask again. Even a third time if needed. This is not a tangible item that they would "lose" money by giving you. That's just good business, in my opinion. Keep a paying customer happy!

I would pester support. But that's just me. I "lost" in the area of 200 diamonds once. Support told me I had used said diamonds spinning the wheel,of fortune in one sitting. Well unless I went unconscious and somehow continued to spin that wheel. There was no way in the world that ever happened. I pestered and pestered them. Asking that they please review my diamond spending habits, wheel spinning habits etc until they finally agreed to refund my diamonds. It took a couple of weeks and lots of persistence but I did get a refund.

My point is: if you feel unfairly treated and do have a solid history of diamond purchases, I would think a company that relies on said income to provide a "free play game" would make an exception and give you the deco.

Keep writing them. Daily if needed. Be nice, not rude. But be insistent if it matters to you. Go for it.

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Originally Posted by deegee

I completely agree, ask again. Even a third time if needed. This is not a tangible item that they would "lose" money by giving you. That's just good business, in my opinion. Keep a paying customer happy!

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My thought exactly, seems not to be on their agenda though.