Average time to wait for a reply from support?

[rivageeza]

Hi, around 2 weeks ago I purchased 2 lots of 500 gems which have still not appeared, I immediately contacted supercell via their support email address, didn't hear anything, emailed again about 5 days ago and have still not heard anything. I have been billed for the gems but never received them.

I don't know how to proceed as supercell obviously are not interested, I just wondered if anyone had been in touch with supercell support before and if so how long did it take them to reply?

I've not even had an auto reply, should I contact apple directly to complain?

Thanks

[Lola00]

I first waited 57 days. Yes I counted. As my issue was not and is not sorted..... my ticket is still opened. It's been opened since November.

I would say to contact iTunes. They're pretty good and quick with responding.

Good luck!

[rivageeza]

That is appalling!!

I think I will go ahead and contact iTunes then.

Thanks

[SuperSteve[Supercell]]

Hey Guys,

Our player support team gets a ton of tickets, and we're doing our best to keep up with the demand! The response from players is incredible, but it can take a lot of time to get through all that feedback and requests for assistance. We consider this issue extremely important and we're doing everything we can to improve response times.

If you can provide your ticket numbers here I'll see if I can help in the short term.

You'll get a quicker response if you use the in-app reporting form, in case you didn't know, and we'll have some helpful/cool stuff coming online in the future to make getting help with Clash even easier.

I hope that makes sense!

Clash On,

Steve

[Lola00]

Thanks Steve!

My ticket number is #1103014

OP - Good luck in getting it sorted.

[JSpong]

Shouldn't take more than a week to be honest - other games have online support in effect, that should be sufficient enough.

[blakescool]

I reported a problem and it was solved within 2 weeks

[thebesthaha]

been waiting for 2 months too..
ticket number:#1266406
thanks

[SuperSteve[Supercell]]

Thanks Steve!

My ticket number is #1103014

OP - Good luck in getting it sorted.

Hey Lola,

Did you receive the response from Sean on Dec 27?

Maybe it went to your spambox? Could you check there. He asked for more info on the missing gems so I'm guessing it's possible you missed his response!

Here's the part I'm talking about:

However, if you still aren’t sure how you spent your gems, please give me some more details and I will be happy to look into it. What day did it happen and how many gems do you think you lost?

Feel free to follow up there or here.

Steve

[SuperSteve[Supercell]]

been waiting for 2 months too..
ticket number:#1266406
thanks

I'll see what I can do Chief!