Getting New Phone - CS Unhelpful

TheFullMonte

Two parts here:

1). I have a club mate (non-forum user) that is getting a new phone and needs account unlocked to sign in on new device.  Despite repeatedly explaining this issue to CS, he keeps getting cut and paste answers explaining to him that he can’t have more than one account per device.  No amount of explaining this is NOT what he is trying to do seems to be working 

2). With the frequency humans switch mobile devices these days, would it somehow be possible to dedicate one or two people to assisting with this?  Playing 19 it took me 20 messages and 5 days to get an account unlocked when Getting a new phone.  I’ve seen at least two people already this year go through this same insane process.  Is there a better method?

[Glu Sports] blueleopard

While I don't intend on taking hundreds more in my inbox, I can help get this moved up to our internal CS team.

Part of the reason you're seeing more conservatism with this is because there's been a lot of people committing account and device fraud, which is always complicated and leads to a backlog, which holds up tickets even more.

Bearmeat

[Glu Sports] blueleopard said:

While I don't intend on taking hundreds more in my inbox, I can help get this moved up to our internal CS team.

Part of the reason you're seeing more conservatism with this is because there's been a lot of people committing account and device fraud, which is always complicated and leads to a backlog, which holds up tickets even more.

I get what you’re saying, but take any online casino (and many online games) and your device is connected to whichever account is logged into - Meaning You Cannot be Logged into an account with 2 devices simultaneously, but if 1 logs in on an iPhone, then logs out, and logs into another device, then it’s ok. It’s extremely bizarre that a company like say Pokerstars (that has 100s of millions of dollars between customers) can easily track this, but a user non profit game can’t find an appropriate way around this. It’s 2020.  People change phones constantly. It shouldn’t require any communication to CS period. 

whynot

[Glu Sports] blueleopard said:

While I don't intend on taking hundreds more in my inbox, I can help get this moved up to our internal CS team.

Part of the reason you're seeing more conservatism with this is because there's been a lot of people committing account and device fraud, which is always complicated and leads to a backlog, which holds up tickets even more.

This should serve as warning to anyone who is tempted to “buy” a team.  

TheFullMonte

I would clarify that the biggest pain associated with this is the unhelpful CS replies that give canned responses totally unrelated to the issue.  The backlog being created is partly due to the fact that people have to send 5-6 messages to get to someone that actually will help.

I got a new work phone last year, and it took me (5) days to get this resolved.

When someone tells you they are getting a new phone and needs to move their account, there is no earthly reason they should be told to check their wifi.  That in and of itself contributes exponentially to the backlog of tickets.