Why has Glu ignored purchasing customers?

TheLongDong

I'm rather curious as to why many non-credited customers who have purchased gems for various games go unheard. We have submitted help tickets to receive a faster response but never receive an answer.

When we post in the billing section about non-accreditation, we're simply told to submit a help ticket that never gets answered.

Am I the only one who has waited 7 full days AFTER THE PAYMENT WAS TAKEN FROM MY CARD, and not received gems??

Customer support needs to strengthen Glu, it's getting a little out of hand.

Francis

The simple answer is: Glu does not ignore users, paying or non paying. There is a wait time and a backlog due to the success of the game, there is also the Chinese New Year today and next week that delays our operation even more. These are not excuses, it's the information to explain the delay. We are not happy about the delay, we are taking measures to improve the situation. the solution does not happen overnight but we are doing our best to speed it up.

What is your ticket number please? and we will try to speed it up or you.
Thanks.

TheLongDong

Question Reference #140125-000237
I hope that is what you were asking for. But why did the payment and accreditation work the first time I purchased gems but not the next two times? I do understand the popular demand but if the payment was taken from my credit card, why couldn't my gems be accredited after my payment was verified?

Oh, and thank you for a reply and concern.

Francis

TheLongDong wrote: »

Question Reference #140125-000237
I hope that is what you were asking for. But why did the payment and accreditation work the first time I purchased gems but not the next two times? I do understand the popular demand but if the payment was taken from my credit card, why couldn't my gems be accredited after my payment was verified?

Oh, and thank you for a reply and concern.

Thanks so much for replying with the ticket number. I asked our team to work on your case. They are very backlogged and hope to get to it in the next couple days. Don't worry your purchase will not be lost, once they review your account, I'm sure they will fix it.

I will update you when I hear any news. Thanks for your patience.