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.
0
Comments
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.
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.
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.
Can I expect a response any time soon, or should I start writing my 1-star review?
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.
"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.
However, it would seem you have been contacted, so I hope things are resolved for you efficiently.