DELETED profile and terrible customer support from SuperCell

Please stay with me,

A long time ago i installed Clash of Clans in my iPhone, but didn't engage in it, so i stopped playing at Town Hall level 2.

A few months back i bought and ipad and decide it to give it a second chance to Clash of Clans, so i installed the game once again. In that moment it ask me about loading the old profile named "Sh0072k111". Which i din't wanted to do, because i wanted to start from the beginning. So i hit cancel to the question.

Fast forward to last saturday morning, the game crashes while i was playing. I fire it up again and by mistake i hit "okay" (the confirmation box did not appear, nor did i write anything down)... and BOOM!, the games loaded the old profile and my Town Hall level 8 and $35 dollars that i have invested in the game, went down the hole! I know my game is still alive, because my clans members are telling me that my village is there in the Clan, serving as a sitting DUCK.

I've been trying to get in contact with Supercell Technicall Support since Nov 12, 2013, because i don't want to loose my progress or the 35 dollars that i have invested in the game.
PS: I hope that the expressions of Lassi Leppinen (SuperCell co-founder) becomes a reality with me when she said “The biggest thing with a live game is that it’s important to keep the game running, keep the players happy and listen to them a lot more,”. Because i need somebody to listen to me.

Account details
Profile name: ubaldo
Clan name: Team Sunix R.D.
Town Hall Level: 8th
Player level 54

Attachment 25545

Quote:

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Originally Posted by ubaldo

Please stay with me,

A long time ago i installed Clash of Clans in my iPhone, but didn't engage in it, so i stopped playing at Town Hall level 2.

A few months back i bought and ipad and decide it to give it a second chance to Clash of Clans, so i installed the game once again. In that moment it ask me about loading the old profile named "Sh0072k111". Which i din't wanted to do, because i wanted to start from the beginning. So i hit cancel to the question.

Fast forward to last saturday morning, the game crashes while i was playing. I fire it up again and by mistake i hit "okay" (the confirmation box did not appear, nor did i write anything down)... and BOOM!, the games loaded the old profile and my Town Hall level 8 and $35 dollars that i have invested in the game, went down the hole! I know my game is still alive, because my clans members are telling me that my village is there in the Clan, serving as a sitting DUCK.

I've been trying to get in contact with Supercell Technicall Support since Nov 12, 2013, because i don't want to loose my progress or the 35 dollars that i have invested in the game.
PS: I hope that the expressions of Lassi Leppinen (SuperCell co-founder) becomes a reality with me when she said “The biggest thing with a live game is that it’s important to keep the game running, keep the players happy and listen to them a lot more,”. Because i need somebody to listen to me.

Account details
Profile name: ubaldo
Clan name: Team Sunix R.D.
Town Hall Level: 8th
Player level 54

Attachment 25545

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Sorry you have had issues. This is the biggest reason Supercell only supports one village per device. Your TH2 village was attached to your gamecenter, and the new village was being played locally (not attached to gamecenter for any backup/recovery). That means the "Keys" so to speak to accessing the village on the server were only sitting on the device locally - so if you overwrite the files (by loading another village, or wiping the device, etc) you lose the ability to control your village.

So... how do we fix this.

You will need to use the in-game reporting (From the current village you loaded - attached to the original gamecenter). Do NOT delete the pre-populated information the game puts in the generated e-mail, without this - support can't help you.

So - use in-game reporting, don't delete info - send the e-mail with the info and add your lost village details like: village name, player level, town hall level, clan, clan icon, and last time you were able to access the village.

If they can locate the village, and verify ownership, they can often attach the game to your current gamecenter account (You will lose the TH2 village you started long ago).

When you send the request, you will get an auto-reply with a support ticket #. As long as you receive that, you're in the queue. It will take a little time to come to completion, but it will happen.

Thanks GOD for the quick response.

I will proceed right away with the procedure you have stated, BUT, i have to tell you that i opened a ticket like that in november 12. And i end up getting a response in January 5. Which by the way, did not lead me to the light.

I'll do right what you told me and also post the response here.

best regards

Hey Twister, i just sent the replay with the following body:

I just lost my profile. I was playing the game, it crashes and when it came back, ask me if I wanted to load old profile. I hit "okay" by mistake and without confirmation the game loaded the old profile.

The profile that I lost have the following details:
Profile name: ubaldo
Town Hall Level: 8
Player level: 54
Clan Name: Team Sunix R.D.
Clan icon: blue and white stripes
Last time accessed: Jan 11, 2014

If need anything else please write or call me back.

Ubaldo Perez
809-545-0224
Ubasoft@gmail.com


--------DO NOT DELETE!--------
UTC Time: 2014-01-13 17:22:34
Game: Clash of Clans
Version: 5.113.8
PlayerID: 2-1756775(732)
Category: Report Problem
Language: EN
Device Type: iPhone5,1
OS Version: 7.0.4

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I Hope they can take a look at it, as soon as possible. Because the sad true is that on Friday night i started a marathon playing session to rise the funds in elixir to train my first level 5 soldier (either giant or archer). That means i was after 2,250,000 of elixir. Just reached 2,200,000 during the night and in the morning i lost the profile... i hope to find some of that elixir in the jars.

best regards!

Nice :), they just sent the confirmation of my case:

Your request (#1703292) has been received, and is being reviewed by our support staff.
We'll contact you as soon as we have an answer for you.

Let's hope they act quickly on this one.

Quote:

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Originally Posted by ubaldo

Nice :), they just sent the confirmation of my case:

Your request (#1703292) has been received, and is being reviewed by our support staff.
We'll contact you as soon as we have an answer for you.

Let's hope they act quickly on this one.

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It may take them up to 3 weeks for a reply

- Just a warning.

:eek: 3 weeks!!! You can't imagine the levels of anxiety i'm passing trough right now.

I guess i'll go crazy if it's take more that a week. And that's something that super-cell have trained us to, with upgrades taking so much time.

Think i'm gonna be marking days on the wall, like the prisoners do when they are in jail.

regards,


PS: i was thinking about if the account was from Barack Obama, will it takes 3 weeks...:cool:

I would edit out your phone number or email on the forums. You just told everyone what it was.

I purchased a new phone on 5/11 and a village I wasn't playing was the one tied to my Google +, I had to trade my old phone in and it was factory wiped. I have completed the "required" steps more than once and other than the automated response I have received no response! Has your issue been resolved?

Quote:

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Originally Posted by JabbarFranklin81

I purchased a new phone on 5/11 and a village I wasn't playing was the one tied to my Google +, I had to trade my old phone in and it was factory wiped. I have completed the "required" steps more than once and other than the automated response I have received no response! Has your issue been resolved?

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Hi,

Unfortunately you are just going to need to wait. As long as you have received a ticket number you are in the queue.