I have 2 open tickets (632422 & 634615) with Evony support but both tickets have been handled in pretty much the same way. They start with a gibberish first response that has no bearing on the issues, then denial that the issue ever existed in the first place then ending with identical responses to both tickets that ask for impossible proof and dismiss me altogether. Both tickets are the result of bugs or glitches. If I didn't spend any money on the game, I would not complain so bitterly but I have foolishly spent money on the game only to be rewarded with contempt when trying to resolve issues that crop up in game play. IO can only implore people considering spending money on the game to shred their credit cards and put their wallets away.
Ticket 632422 was submitted Dec 4 and the final reply I received today has moved me to file this complaint.in the game, when a player spends money and buys items to aid in game play, they can send an item to a friend in the game. I got an email saying a player had sent me 1 of these items. I never got it in my item list. I contacted support and their first reply was to say they were aware of the issue. Secondly they said contact Facebook. No idea why since this has nothing to do with facebook and I don't have a facebook account. The last reply I got asks me to show a screen shot of me me not receiving the item and not using it in game play. Though this ticket is a minor infraction it demonstrates a pattern. There is a second ticket with another game play issue that follows after this one.in previous replies to other players in the game they have stated that they cannot accept screen shots as proof because they can be doctored (stated by CSR Thantium) Here is the entire ticket history from finish to start:
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are you serious?!?!?!?
You want me to show you a screen shot of me NOT receiving the item and another screen shot of me NOT APPLYING the item?
Dear Customer,
Thank you for contacting Evony Customer Service.
Sorry about this but we have our policies and we really can not help with this issue.
Thanks for understanding.
Best Regards,
Customer Service
Evony Team
What more can I provide? How can I show proof of something that is not there? I sent a screen shot of the message I got when the item was received. There is no vesta in my account. I don't have a screen shot of it because it was never received nor used
From: Evony [mailto: [email protected]]
Sent: Wednesday, December 19 7:06 PM
To:
[email protected]
Subject: RE: Update on Your Request
{632422}
Dear Customer,
Thank you for contacting Evony Customer Service.
We can only restore your lost if you could provide some screenshots or other evidence to support your stamements. Otherwise, we are not able to restore them for you.
Thank you for your understanding.
Best Regards,
Customer Service
Evony Team
[email protected] Dec 19 07:46 PM
You are mistaken. It was NEVER received. If it was received, you should show a history of the item being applied to the account after it was received, since I do not have a vesta in my items. Review the logs and you will see it was never received nor applied.
Benson Dec 19 07:34 PM
Dear Customer, Thank you for contacting Evony Customer Service.
Our Tec department said they have check our system and can not give you a vesta because you have already reveived it. We are sorry for your lost and there's really nothing we can do about it.
Please let me know if you have any other questions or need further assistance. Best Regards,
Evony [email protected] Dec 19 03:10 PM
I'm getting another "customer satisfaction" survey yet you haven't done anything..
The issue remains unresolved. Where's my Vesta?
Help Desk Message Dec 19 03:59 AM
Dear Customer, Thank you for contacting Evony Customer Service. We hope that the information we provided helped solve your problem. Customer satisfaction has always been our top priority. We hope you can spare a few minutes to rate the service you have received from us. Your help and support are very much appreciated. Please click the link below to participate in the Survey: http://www.evony.com/index. Do? PageModule=RemarkTicket&ak=632422wdzoqjNote: This link is associated with your email address and your unique request; please do not forward this message. Thank you for your participation! Best Regards, The Evony Team. [email protected]
From: Evony [mailto: [email protected]]
Sent: Saturday, December 15 1:37 AM
To: [email protected]
Subject: Evony Customer Service Evaluation Survey {632422}[email protected] Dec 15 12:06 PM
Why am I AGAIN being sent a customer satisfaction survey when you have done FUCK ALL to resolve my issue? [email protected] Dec 15 12:06 PM
Dear Customer, Thank you for contacting Evony Customer Service. We hope that the information we provided helped solve your problem. Customer satisfaction has always been our top priority. We hope you can spare a few minutes to rate the service you have received from us. Your help and support are very much appreciated. Please click the link below to participate in the Survey: http://www.evony.com/index. Do? PageModule=RemarkTicket&ak=632422wdzoqjNote: This link is associated with your email address and your unique request; please do not forward this message. Thank you for your participation! Best Regards, The Evony Team. Benson Dec 13 02:35 AM
Dear Customer, Thank you for contacting Evony Customer Service.
Our developers are aware of this and actively working on the problem and should have the issue resolved soon.
Please let me know if you have any other questions or need further assistance. Best Regards,
Customer Service
Evony [email protected] Dec 12 05:27 AM
wtf...
I do not have a facebook account
Read the original problem description. Wtf does my problen have to do with fecesbook and why would I bring this issue to their attention.
Help Desk Message Dec 12 03:26 AM
Dear Customer, Thank you for contacting Evony Customer Service. We hope that the information we provided helped solve your problem. Customer satisfaction has always been our top priority. We hope you can spare a few minutes to rate the service you have received from us. Your help and support are very much appreciated. Please click the link below to participate in the Survey: http://www.evony.com/index. Do? PageModule=RemarkTicket&ak=632422wdzoqjNote: This link is associated with your email address and your unique request; please do not forward this message.
Benson Dec 10 03:25 AM
Dear Customer, Thank you for contacting Evony Customer Service.
Our developers are aware of this and we are mediating this issue with Facebook according their regulations. Currently we can not do anything about this. I would highly recommend you to write to Facebook and talk to them about this.
Please let me know if you have any other questions or need further assistance. Best Regards,
Customer Service
Evony [email protected] Dec 7 06:49 AM
I'm getting a "customer satisfaction" survey yet you haven't done anything..
The issue remains unresolved. Where's my Vesta? Help Desk Message Dec 6 11:48 PM
Dear Customer, Thank you for contacting Evony Customer Service. We hope that the information we provided helped solve your problem. Customer satisfaction has always been our top priority. We hope you can spare a few minutes to rate the service you have received from us. Your help and support are very much appreciated. Please click the link below to participate in the Survey: http://www.evony.com/index. Do? PageModule=RemarkTicket&ak=632422wdzoqjNote: This link is associated with your email address and your unique request; please do not forward this message. Thank you for your participation! Best Regards, The Evony Team. Benson Dec 4 11:47 PM
Dear Customer, Thank you for contacting Evony Customer Service.
Our developers are aware of this and actively working on the problem and should have the issue resolved soon.
Please let me know if you have any other questions or need further assistance. Best Regards,
Customer Service
Evony [email protected] Dec 4 01:44 PM
got mail saying someone sent me a vesta but it does not appear in my items list. Please adjust and correct my items
Ticket 634615 is a more serious problem for me as ithas effectively wiped me out and will result in me leaving the game if the issue is not resolved. I have spend too much money and time to just walk away.
In the game players can buy and sell items and accumulate gold. There is a market with prices that fluctuate over time. On the night of Dec 14, market prices rose dramatically and I sold resources to accumulate gold. I built up to 490 billion gold pieces in each of my 9 castles. At 1:28 AM local time, all my gold in all my cities disappeared and my gold reserve was reset to 0. I filled out a support ticket for this issue and got pretty much the same pattern. The end result is that Evony now says I am lying and the issue never existed. They are saying PROVE it. A really simple solution would have been to reset my account to they way is was at 1:15 AM dec 14 or at 6 PM dec 13 before I sold my resources. Evony has demanded screens shots once gain, knowing that they are impossible to provide at this point. I don't know of any play that makes screen shots every few minutes of every city incase there is a glitch, but the point is moot; Evony has stated that they will not accept screenshots as proof because they can be doctored.
The bottom line is that Evony starts by assuming the client is lying and sets impossible burdens of proof when the client tries to resolve the issue in good faith. Here is the entire ticket for 634615.
Benson Dec 19 07:50 PM
Dear Customer, Thank you for contacting Evony Customer Service.
I would like to help you with your concern. We can only restore your lost if you could provide some screenshots or other evidence to support your stamements. Otherwise, we are not able to restore them for you. Thank you for your understanding. Best Regards,
Customer Service
Evony Team
[email protected] Dec 19 03:07 PM
You've sent me YET ANOTHER SURVEY
Has the issue been resolved and my gold or resources returned? Help Desk Message Dec 19 02:46 AM
Dear Customer, Thank you for contacting Evony Customer Service. We hope that the information we provided helped solve your problem. Customer satisfaction has always been our top priority. We hope you can spare a few minutes to rate the service you have received from us. Your help and support are very much appreciated. Please click the link below to participate in the Survey: http://www.evony.com/index. Do? PageModule=RemarkTicket&ak=634615xwqzcuNote: This link is associated with your email address and your unique request; please do not forward this message. Thank you for your participation! Best Regards, The Evony Team. Benson Dec 17 02:45 AM
Dear Customer, Thank you for contacting Evony Customer Service.
Our developers are aware of this and actively working on the problem and should have the issue resolved soon.
Please let me know if you have any other questions or need further assistance. Best Regards,
Customer Service
Evony Team
[email protected] Dec 14 03:13 AM
and NO I was not using a bot to buy and sell
[email protected] Dec 14 03:12 AM
market prices were rediculous before maintainance and I sold much of my resource stock pile. Almost 2b in stone and now the proceeds of my sales are gone. 490B in gold in some cities
Please explain
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