Higly dissapointed with customer support! Need Help!!

brandonsavagebrandonsavage New MemberRegistered Users 1 Posts
Hey there fellow gamers. This post is here due to the lack of customer support ive recieved(or should i say havent recieved) from Glu Games! I started playing Enternity warriors 3 about a week ago, i must say im in love with this game but will be quitting if i cant receive some decsent/proper customer service!! This game did excellent untill about 3 days ago... i started off downloading some apps off of the free offer system to get a few extra gems... after a few downloads i stopped recieving the gems,so i continued to play with what i had untill i got low (enough for about 3 hrs). This time instead of downloading games i started to do a few surveys and what not for higher amounts of gems.... well, same thing, after FULLY COMPLETING the offer, No gems.?? I found the support button and noticed most offers said verifying nxt to them with a report button... i sent a few reports and recieved what appeared to be automated emails stateing that i would need proof such as snapshots,emails,etc... after i cut losses(not to mention time and enternet used) i did more offers (now taking snapshots and saving emails) and with very little sucess i eventually recieved a few gems but none from reported offers!! So now i sent in reports with the confirmation email and snapshots only to get nothing back at ALL now!! So after i put hours of time into surveys,quotes,downloads, multiple junk mail and so on i just said screw it and bought some gems... to no suprise at all that time i recieved gems.. after 4 days of no response nor gems, multiple attempts to contact somebody for help and so on, i just paid 25$ to last me in hopes of some customer support.... the email never came nor the gyms, so now i stoped doing free offers and paid for a few here and there... after around the thirdor fourth purchase i encounterd the same problem,no gems.... this time i called wallet/google support to tell them i purchased gems that were never recieved.... i was told to send glu a ticket.. ive been waiting over 2 days and nothing... highly frustraded i put 20$ on google play and purchased more gems, guess what.... NEVER RECIEVED! I get the confirmation email and all. So now im about 35$ into this game that i never seen a piece of, 2 tickets sent to glu, over 10,000 un recieved gems, 12+hrs of offers, over 50 reports half (with the proof), multiple reach out attempts and serious frustration, if this issue cant be handled accorndingly i will be reporting glu to the BBB!! This is by far the absolute worse customer support ive ever encounterd!!!! All i care about is the money i spent and never recieved product for!! Is that to much to ask for!?!?

Comments

  • GluAdminGluAdmin Administrator 2,465 Posts
    Sorry you had this experience with the free offers, however we have no visibility into your Tapjoy/SponsorPay activity- so we won't be able to help with that. We are extremely backlogged with tickets at this time, so it may take up to a week for a response to your ticket through us.
  • FrancisFrancis Advanced Member Registered Users, Moderators 591 Posts
    I would like to update this post to put a perspective on how information gets communicated...

    The first ticket received from this account in our system was on February 2nd 2014 at 2:14 PM

    The post in this thread was on the same day at 3:25 PM

    Our Customer care team responded to the initial ticket post on same day at 6:04 PM, less than 4 hours after the ticket was submitted.

    Gluadmin posted a reply here (above) the next day.

    On 2/4/2014 the issue was resolved via our ticket system and a reply from Brandon stated: "Thank you very much!! Problem resovlved!!! Im very happy with your response!! Thanks glu!!!"

    This resolution was never communicated to the forum thread, hence why i am writing this.

    The takeaway from this is: what you see on the forums is sometimes way too blown out of proportion and the situation is not as bad as it seems. Our goal is to always provide quality service which was the case here and in every situation we handle.

    Thanks for reading!
    Francis.
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