Customer care not helpful at all!

alycat · July 2019

So I haven’t been receiving kstars in my daily gift box with my silver subscription I have made TWO help tickets and haven’t had the issue resolved
today I got this response passing the blame to iTunes.

Image: https://us.v-cdn.net/6030261/uploads/editor/ov/0u0eaxgcfbnb.jpeg

This is isn’t an iTunes issue, because I am a vip and am subscribed. Some random days I do receive stars in my boxes but it’s rare. I’ve missed out on over 100 stars at this point.

Im so frustrated with glu and the lack of service. I spend way more than I would like to admit on this game and these issues should be looked into and not just thrown aside! Especially when I am paying for them!

kokokokonut · July 2019

I would respond to the ticket, remember that they deal with a lot of unhappy people, so try to have empathy. Ask them to please look at your issue again, explain politely that your VIP subscription is being billed correctly by itunes, but the items are not coming thru, specifically the daily stars. Screenshot anything you can showing no stars, and include that. Remember, it's easy when you read all these tickets to 'misdiagnose' at first I do it sometimes in answers here, My eye picks up a phrase or something and that sticks in my head as the issue, when it isn't.

So please, try again and a little bit of understanding goes a long way. Good luck, and my fingers are crossed for you.

If I hear anything about this, I'll come back and fill you in, but I would def try again with Customer Care. Can you pinpoint when this started? If so, include that.

KalindaKing · July 2019

Hey @alycat!

If you go to the Starshop and tap on the VIP tab, do you see something like this?

alycat · July 2019

KalindaKing said:

Hey @alycat!

If you go to the Starshop and tap on the VIP tab, do you see something like this?

Yes! That’s what I see and I have sent that screenshot twice to customer care. I now was accused of tampering with my phones time and glu is saying that’s why this happened. Which is not true because I have never altered the time.

I did travel to europe, one flight, one time zone change. But these issues happened before I left my home country.

I am so disappointed in this customer service. Glu doesn’t seem to care about the 100+ kstars that I have missed out on.

I wont be spending money in this game anymore. ☹️

AliBryant · July 2019

@alycat I am sorry you are going through this. Are your purchases linked to your credit card? Maybe you can file a claim there since you are not receiving what you paid for, and Glu doesn't seem interested in rectifying this with you.

wolfandbutler2 · July 2019

I think it's appalling that Glu has accused you of tampering with your game when you can prove you are a paying customer. Glu really needs to sort themselves out. This sort of customer service is unacceptable.

Hopefully Kalinda can help you. In the past I've noticed the online support team are much more helpful than the people you have to deal with in-game.

alycat · July 2019

Hey all. I just want to update the situation. Glu eventually did send me some kstars, but it took a lot of back and forth to get to that point.

I was also told that you need to check your subscription everyday before opening your gift box. Which doesn’t really make any sense to me, but alrighty.

KalindaKing · July 2019

@alycat - Just sent you a PM!

Customer care not helpful at all!

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