[RESOLVED] 4/27/2015 -- Issue Affecting In-Game Purchases

[Guest]

UPDATE!

We have combed through the list of purchases that did not get to accounts on 4/27 to the best of our ability. We awarded all crowns, plus compensation for the delay in getting this resolved, as well as any Starter Houses.

​Players who do not receive the crowns sent within the next few hours should contact Customer Support via this method:

Submit a support request by sending us an in-game Customer Support ticket: Settings > Customer Service > Report Issue

In your ticket, include the following information:

- Crown amount purchased
- Approximate time of purchase

Thank you all for your patience on this issue.

 

[MackemSLAM]

Very difficult to attach the invoice sending the email in game via your phone. What time zone do you want the inform in? If I already created a ticket without this information should I create another? I emailed you over 12 hours ago without reply, how long are you taking? Can I have my £40 back?

 

[MackemSLAM]

Since you aren't responding either here or to my emails to support I have requested a refund from Google.

 

[Thickets]

I've also had this problem, and I sent a ticket in two days ago. But since there's been no reply I've cancelled the purchase. The really disappointing thing is that it took me days of dithering to decide whether to buy the starter pack or not. It's put me off purchasing anything else, at least until this issue is properly resolved.

 

[DomiNationsVigiles]

We apologize for the inconvenience. We are currently working to reimburse folks who had this problem.

 

[Maxooz]

Hello guys,

I'm in the same situation, I've sent a request the 27th april, and then the day after, I received an acknowledgement email from your staff.

Since that, no news... What's going on ???

Please keep us informed !!

Maxooz

 

[DomiNationsVigiles]

We've awarded packages + compensation as of 5/1. Please log in to check!

 

[Maxooz]

Yes nice, it seems fine to me. Thanks guys !
++

 

[Maxooz]

Ok now I have -4839 crowns in my account...

The most "funny" thing is that I've also lost about 560 medals without any reason !!
(In my defense journal, the latest attack was 2 weeks ago ! Looks like step back in time with an old save...)

This situation is very frustating, because the game is fun, but if I have to send every 2 days, a new request to your support staff, I won't invest any more time on it.

Sorry guys

 

[skottklotz]

I have -2125 crowns I am not happy I have lost 879 crowns because of this bug I hope I am more than well compensated for this I love this game very much but when I lose money I never got to spend on this game it upsets me greatly please fix as fast as possible

 

[Sharazad]

So the server maintenance is a fail. What matters now is fast and effective communication with your players. Don't use social to hype your games if you cant use it as well to acknowledge issues and fixes. Get on it!!

 

[FireRunner]

The players, and the people who PAY and SUPPORT this game, deserve some real communication from you guys. Seriously, hundreds (if not more) have lost time/money/medals/crowns over your issues. Let me tell you something:

I have a very serious iOS app gamer. A few months ago I retired from Clash of Clash after being in a top ten worldwide clan (USA) for several months. If you know anything about how that game works it takes a tremendous amount of time and money to stay in a top ten worldwide clan in that game. I found this after a short while ago and expect this to be a great new start for me. However, this type of behavior from developers/company is very bad. I can tell you right now you will lose thousands of players over this.

Unless you return people's account back to their original state, your game will fail simply due to hearsay. I hope you and your company don't take the easy way out. Do the right thing and you MAY have the next top ten game app on iOS.

 

[TheWise]

Thanks for the reports folks - Today's maintenance caused an issue with Crowns, Alliances, and Medals that we're fixing ASAP. We have hands on deck fixing this.

Thank you all for your patience on this issue.