Missing items / game state changing between sessions - Eternity Warriors 3

TheDeanTheDean New MemberRegistered Users 6 Posts
Two weeks ago I opened a ticket with customer support for Eternity Warriors 3, detailing occasions where items I previously had in my inventory mysteriously were missing when I logged in. I also gave examples of the game state changing between sessions (gold and crystal count different, quests completed that I never started, etc).

Two weeks, and nothing, despite me offering examples of what's happening and asking for a response.

Two weeks of me not playing this game, because I don't want to spend hours, again, grinding to replace the items that I've lost with no assurances that this won't happen again.

I'm hoping that posting here my problem will gain more attention, and someone will start to actually look into the issue, or at least tell me that they are. Because silence does not engender customer confidence.

I can't stress how severe an issue this is. A game where people can spend actual cash to improve their character and items cannot, and there's no way I can over stress this, CAN NOT change state between sessions.

Please, fix this.

Comments

  • GluAdminGluAdmin Administrator 2,465 Posts
    TheDean wrote: »
    Two weeks ago I opened a ticket with customer support for Eternity Warriors 3, detailing occasions where items I previously had in my inventory mysteriously were missing when I logged in. I also gave examples of the game state changing between sessions (gold and crystal count different, quests completed that I never started, etc).

    Two weeks, and nothing, despite me offering examples of what's happening and asking for a response.

    Two weeks of me not playing this game, because I don't want to spend hours, again, grinding to replace the items that I've lost with no assurances that this won't happen again.

    I'm hoping that posting here my problem will gain more attention, and someone will start to actually look into the issue, or at least tell me that they are. Because silence does not engender customer confidence.

    I can't stress how severe an issue this is. A game where people can spend actual cash to improve their character and items cannot, and there's no way I can over stress this, CAN NOT change state between sessions.

    Please, fix this.

    Hi there, Sorry you've been experiencing this. Customer Care is backed up due to 10X ticket volume, so they will get to your ticket eventually. Unfortunately, we on the forums have no visibility into your account from here.
  • TheDeanTheDean New Member Registered Users 6 Posts
    Thank you for the reply. It's good to get a response, even if there's nothing you can do about it personally.

    Still though, two weeks with no action on my ticket is beyond the pale. Quite seriously, the case was opened on the 7th of Feb. When I opened the case the auto-bot estimated a 5 day response time. We're now more than twice that. And while I'm willing to work with your support group, or anyone else, in helping to fix a fundamental and catastrophic flaw in this game, my patience is not unlimited.

    Is there some secret handshake, special phrase, dance, whatever that I can add to my ticket to give it more exposure?

    Thanks.
  • TheDeanTheDean New Member Registered Users 6 Posts
    I see someone opened up a thread with symptoms similar to mine (missing items, gems, etc) with the speculation that someone else has access to his account. Perhaps mine case is similar:

    http://ggnbb.glu.com/showthread.php?97031-Someone-has-access-to-my-account-of-another-device-etw3

    In that thread, you suggested that the user post their ticket ID. I'll take you up on the implicit offer, assuming that my case has the same gravity as that one. My case reference number is 140207-000193. Anything you can do to move this forward would be appreciated.

    Thanks.
  • TheDeanTheDean New Member Registered Users 6 Posts
    Tomorrow will mark three full weeks since I opened my case and having received no response of note, despite multiple updates by me and many times asking for status.

    Can I expect a response any time soon, or should I start writing my 1-star review?
  • GluAdminGluAdmin Administrator 2,465 Posts
    TheDean wrote: »
    I see someone opened up a thread with symptoms similar to mine (missing items, gems, etc) with the speculation that someone else has access to his account. Perhaps mine case is similar:

    http://ggnbb.glu.com/showthread.php?97031-Someone-has-access-to-my-account-of-another-device-etw3

    In that thread, you suggested that the user post their ticket ID. I'll take you up on the implicit offer, assuming that my case has the same gravity as that one. My case reference number is 140207-000193. Anything you can do to move this forward would be appreciated.

    Thanks.

    There was a response on that thread and it was the response that was provided on the ticket as well: http://ggnbb.glu.com/showthread.php?97031-Someone-has-access-to-my-account-of-another-device-etw3

    You can reply to your ticket with this info, but other than that, we don't have visibility into your account here so you'll have to continue to work with them directly through the ticket.
  • TheDeanTheDean New Member Registered Users 6 Posts
    GluAdmin wrote: »
    we don't have visibility into your account here so you'll have to continue to work with them directly through the ticket.
    I think you misunderstand my reason for my latest post. I'm not expecting you to fix my problem, since you've demonstrated in no uncertain terms that you are unable to offer any assistance. Rather, I'd like you to help me move my ticket along with the folks who actually have the resources to assist me.

    "Continue to work with them directly" assumes that they've had any direct contact with me. Quite the contrary, I've received absolutely no correspondence from the customer support team, after nearly three weeks of the ticket being open. I trust that you find this an astonishing claim to make, as such behaviour is not indicative of quality customer relations, but I can assure you it is the truth -- the only person with any attachment to Glu to converse with me, in any way whatsoever, is you.

    I'd love to speak with them directly, but it seems that I am shouting into a bottomless pit if "we don't care about you".

    In addition to the problems with the game, Glu really, really needs to address the lack of correspondence they show when customers open a ticket.
  • TheDeanTheDean New Member Registered Users 6 Posts
    Finally, I have someone from support contacting me. If it was anyone in this forum that sped things along, thanks for that. Here's hoping for a speedy and amiable resolution.
  • GluAdminGluAdmin Administrator 2,465 Posts
    I understood the reason for your post and had to advise in the way I did because there is a queue over which we have no control; we aren't able to "escalate" certain people over others.

    However, it would seem you have been contacted, so I hope things are resolved for you efficiently.
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