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  Click here to go to the first staff post in this thread.   Thread: Customer service is a joke

  1. #11
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    Thanks for clearing up your post. I really sympathize with your situation and appreciate you for being a player that really supports this game. Not everyone can do it. I do not think it is right that they not communicate with you. That is plain rude! Apparently you much have gotten in contact with the wrong type of persons.

    One thing I can think of suggesting is to keep trying to reach out to proper support by other methods like the web form . Explain the events that occurred and ask for their history listing of your transaction that they received. Tell them you want to compare them with the transaction history of your account with Apple. I assume that you can view your Apple account transaction history online. Something just does not seem to match up there.

  2. #12
    I’ve reached out to Apple, iTunes, and supercell with the contact form. They got back to me last night Anastasia is her name. She told me to contact her inside the game about the matter. BUT when i do that they respond with “we have nothing to tell you about this topic and we are not going to reply until you chose a new topic”. I am not getting any help whatsoever with their customer service it’s ridiculous

  3. #13
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    Quote Originally Posted by Buhlers View Post
    I’ve reached out to Apple, iTunes, and supercell with the contact form. They got back to me last night Anastasia is her name. She told me to contact her inside the game about the matter. BUT when i do that they respond with “we have nothing to tell you about this topic and we are not going to reply until you chose a new topic”. I am not getting any help whatsoever with their customer service it’s ridiculous
    I always found in-game help very unpredictable. I have gotten some very strange responses in the past myself I guess depends on who is responding at the time. In-game help would be limited to what they can do for you in your situation I think.
    If you are able to contact someone one on one by email and get a reply of your recent purchase history. Compare with history from your Itunes account. That way you can see if those refunds are coming from Itunes. If so then your problem is with Apple or your Itunes account.

  4.   This is the last staff post in this thread.   #14
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    Quote Originally Posted by dtx725 View Post
    Thanks for clearing up your post. I really sympathize with your situation and appreciate you for being a player that really supports this game. Not everyone can do it. I do not think it is right that they not communicate with you. That is plain rude! Apparently you much have gotten in contact with the wrong type of persons.

    One thing I can think of suggesting is to keep trying to reach out to proper support by other methods like the web form . Explain the events that occurred and ask for their history listing of your transaction that they received. Tell them you want to compare them with the transaction history of your account with Apple. I assume that you can view your Apple account transaction history online. Something just does not seem to match up there.


    Quote Originally Posted by dtx725 View Post
    I always found in-game help very unpredictable. I have gotten some very strange responses in the past myself I guess depends on who is responding at the time. In-game help would be limited to what they can do for you in your situation I think.
    If you are able to contact someone one on one by email and get a reply of your recent purchase history. Compare with history from your Itunes account. That way you can see if those refunds are coming from Itunes. If so then your problem is with Apple or your Itunes account.
    Support can be found both in-game and via the webform. There are not areas of wrong persons or right persons. It is all support and either will fetch the Support staff. The closing of the conversation does not indicate one has reached the wrong person to get help with their problem.

    I recommended the webform as an equal alternative to in-game Support, not because one or the other is more likely to get help, just something else to try. That's just because there's nothing we can do on the forum about refunds, as we don't have in-game information on this players support forum and support does not come to the forum. Sorry if that was not clear.
    Last edited by ilovehayday; 6 Days Ago at 05:34 PM.
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  5. #15
    Senior Member Thistledew's Avatar
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    I know I'm gonna get dinged for this. But I really do have to agree. I've been going the rounds with them on another topic. They never really answered the question but refused to reply when I tried to clarify what it was about.

    Today I was able to gather some more info that I thought would be helpful. See post here:
    https://forum.supercell.com/showthre...iminated/page2

    I wrote offering additional info. I explained that I'd found a way to resolve it but that the new info might help their tech team. Their lovely response? Was it "thanks for the additional info?" Nope, it was the usual: we've already responded and refuse to talk to you any more about this. Rude rude rude.

    I honestly wonder if their mandate is to discourage people from writing to them.

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  6. #16
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    Quote Originally Posted by ilovehayday View Post
    Support can be found both in-game and via the webform. There are not areas of wrong persons or right persons. It is all support and either will fetch the Support staff. The closing of the conversation does not indicate one has reached the wrong person to get help with their problem.
    What I say is based upon my many responses with in-game support. I think that channel of contact is great and have been greatful to have received some helpful answers to some very frustrating problems that I have encountered in the play of the game. But there have been many instances that I have received a copy n paste reply that did not even in any way address the problem at hand. Or I had received an answer that I know was totally false that seemed to me that person was not very experienced with the game. I realize that they may be trying to respond to a mass amount of in-game postings from players.
    Also if you try to converse with the responder, you usually get yet a different person than who posted the first time.

    I felt that in this person's situation it would be best to converse one on one with only on person on the other end who be courteous enough to take the responsibility to take care of this person's problem instead of a secondary helper jumping into it and throwing back a hasty unhelpful response.

  7. #17
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    Something has clearly changed with support. There have been a couple times in the past where they have been immediately responsive. They were friendly, efficient and courteous. But this week contact was made through the in game support, as usual, when a booster was activated and had no effect. On the support page the topic chosen was Booster issue. The problem was described and screen shots sent showing the activated booster and the appropriate screen that showed it had not worked.

    A day later a message was received saying the wrong topic had been chosen. Our response was to,recap the information above and ask what topic should have been chosen. We received a very snotty response saying the issue had already been addressed and we were banned from support for an indefinite period.

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