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  Click here to go to the first staff post in this thread.   Thread: Where are the double rewards?

  1. #31
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    Please Nick - let us have some answers on this matter 🙏

  2.   Click here to go to the next staff post in this thread.   #32
    Nick[Supercell]'s Avatar
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    Please reach out to our support if you didn't get the double rewards. They can look into this. It shouldn't happen in future such events!

    Cheers,

    Nick
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  3. #33
    Forum Superstar MarySC's Avatar
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    Quote Originally Posted by Nick[Supercell] View Post
    Please reach out to our support if you didn't get the double rewards. They can look into this. It shouldn't happen in future such events!

    Cheers,

    Nick
    Nick, I did just that, and requested a refund for the 5 diamonds I spent which got me +1 extra BEM. They said that I had misunderstood and that in the Halloween Derby, most of the horseshoe columns had Silo and Barn supplies. I replied that was not doubling anything, and have heard nothing further.
    Last edited by MarySC; November 7th, 2017 at 02:18 PM.

  4.   Click here to go to the next staff post in this thread.   #34
    Nick[Supercell]'s Avatar
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    Quote Originally Posted by MarySC View Post
    Nick, I did just that, and requested a refund for the 5 diamonds I spent which got me +1 extra BEM. They said that I had misunderstood and that in the Halloween Derby, most of the horseshoe columns had Silo and Barn supplies. I replied that was not doubling anything, and have heard nothing further.
    Hmmm, that's odd. When was the last time you heard back from them?

    Cheers,

    Nick
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  5. #35
    Forum Superstar MarySC's Avatar
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    Quote Originally Posted by Nick[Supercell] View Post
    Hmmm, that's odd. When was the last time you heard back from them?

    Cheers,

    Nick
    They wrote 23 hours ago and I replied 21 hours ago. PM me if you want screenshots
    Last edited by MarySC; November 7th, 2017 at 04:19 PM.

  6.   Click here to go to the next staff post in this thread.   #36
    Nick[Supercell]'s Avatar
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    Quote Originally Posted by MarySC View Post
    They wrote 23 hours ago and I replied 21 hours ago. PM me if you want screenshots
    I can't access our support tools so I can't really help out even with images.. Have you tried to send them another message?

    Cheers,

    Nick
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  7. #37
    Forum Champion SmallChange's Avatar
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    Quote Originally Posted by Nick[Supercell] View Post
    I can't access our support tools so I can't really help out even with images.. Have you tried to send them another message?

    Cheers,

    Nick
    Nick

    Please read the thread, it's only short. Read what replies people have had from H&S.

    They are all giving different replies, but nothing like what you have said. They're just closing tickets.
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  8.   Click here to go to the next staff post in this thread.   #38
    Nick[Supercell]'s Avatar
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    Quote Originally Posted by SmallChange View Post
    Nick

    Please read the thread, it's only short. Read what replies people have had from H&S.

    They are all giving different replies, but nothing like what you have said. They're just closing tickets.
    I'll check with our PS about this.

    Cheers,

    Nick
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  9. #39
    Tom's Little Helper Cricks3's Avatar
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    Nick: Sad to say but if Support was given instructions to look into this, they are ignoring those instructions. The most popular reply they are giving folks now is that is was a misunderstanding and what the doubling meant was that we'd have double the chances of getting bems/sems to show as prizes. And it's a stock answer, word for word, received by everyone at this point.

    I sent screen shots and they said they checked my game log and that I had received exactly what I was supposed to and they congratulated my hood on 3rd place when we won 1st, so they either read the wrong logs or never looked at all. Then they closed my ticket out within minutes.

    I sent another report telling them they were looking at the wrong logs, resubmitted the pics again plus added one showing us winning 1st place, AND told them that you'd already confirmed it was a glitch in rounding up. They sent me the stock answer that what was meant was double the chances of seeing them available to choose. And it was word for word exactly the same as other hoodmates received in response to their reports.

    Embarrassed to say that I lost it and sent a rather rude reply back. I did remind them that we are a forgiving lot and understand glitches and that some can't be fixed, so just be honest and simply say "sorry, we goofed". We'll forgive and move on and the honesty breeds loyalty. However, the persistent lying and treating us like we're stupid only breeds anger, resentment, and loss of loyal players. No reply back yet and don't expect one considering my rudeness. At least they've not yet closed this ticket...yet.

    Yes, please talk to Support about this as they're not following instructions to help with this but are instead just fluffing us off, I'm sorry to say. I understand they're swamped with the fallout from this glitc but.....
    Last edited by Cricks3; November 8th, 2017 at 02:41 AM.
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  10.   Click here to go to the next staff post in this thread.   #40
    Hi guys,

    Apologies for all the recent troubles in-game and with support. There was some miscommunication with this latest derby on what was fixed and what not, that I believe created this unfortunate mess. However, support has now received clear instructions and if you still feel unsatisfied, contact support again, they will do all they can to help you.

    We will try to improve this experience for you in the future. I do want to encourage you to rate your experiences in the app, that will give us the opportunity to review these cases and not repeat them in the future.

    Thanks for the feedback and have a great rest of the week.

    Cheers,

    Frisco

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