Favor points bought on iPhone but never came?

[flcowboy7]

Regardless, this IS an issue that needs to be brought to light and addressed in a serious way. I haven't spent a dime on the game due to the awful customer service, as well. (No offense Padaxan or Flarin). But I'd LIKE to. I'd love to spend money on FP so I could play all night long (constantly refilling en and stam). But.. not until the CS improves and the bugs are worked out. Sigh. Maybe someday. CS is now and has always been the #1 most important part of doing business with anyone, PA included. I'll continue spending money on less fun games, because the CS is of the highest priority.

[VersionsOfViolence]

Flcowboy7, what kind of problems with customer service?

In my own experience, all issues have been resolved no later than the next business day, and as quickly as within the hour. Including missing Chest Generals and being overcharged FPs for refills.

Be specific about the details when you send in the ticket.

As for uncredited FP purchases, send in a pic of your receipt or purchase confirmation, and time the purchase was made. And only make a new transaction after the first is credited.

On ios, if I try to make a 2nd purchase before the first is credited, it tells me 'You have already made this purchase, but it hasn't downloaded yet.'

[Niaboc]

I agree it is a problem if people are having these issues but people need to stop if the first time it doesn't work you are just leading yourself to higher frustrations when you repeat the process Write a message to flarin maybe he can excelerate the situation

[flcowboy7]

Originally Posted by VersionsOfViolence

Flcowboy7, what kind of problems with customer service?

Flarin is their first step via community outreach, though he isn't around as much as we thought he might be. It seems their CS area is a bit disorderly. The only issue I ever had was a bug report about 6 months ago. I sent in the same report weekly about 4 r 5 times before I finally got a response, which was a form letter. I can understand the form letter response for bug reports, but had I gotten it the first time, I wouldn't have continued sending messages.

The lack of public communication regarding bugs, etc. They have their ups and downs, like all companies, but sometimes their downs are so silent it's deafening. That's a pretty major concern for me, personally. I'd almost like to see a ticket counter available for technical support, so each ticket for each person could be tracked better, and the tech support gurus would be a bit more organized, thereby being more efficient, all at the same time.

While the forums are great, and full of info, it's too bad there isn't a website where users could look for a FAQs section, rather than having to search using clunky forum tools. This, too, I think, would lessen the sheer amounts of e-mails they get.

Don't get me wrong, I don't hate PA, in fact, I like them for doing their best to please as many people as they have gaming with them. It's no easy task. I would just like to see a few less complaints about "I've sent them a dozen e-mails, and gotten no response." It seems that is the ongoing, most popular complaint in the forums. Regardless of what the message contains. That's huge for me. I handle around a dozen or so e-mail accounts that receive in the hundreds of incoming messages every day. I personally respond to almost all of them. Or at the very least, forward them on to someone with a quick note, delegating that they respond. If I can do all that, then PA can certainly restructure their approach on customer service and technical support a bit.

And, until that happens, I will happily keep playing along while it's free. If and when that DOES happen, I'll gladly fork over my $45 a month for favor points.

I digress.

[flcowboy7]

Originally Posted by VersionsOfViolence

Flcowboy7, what kind of problems with customer service?

This:

Originally Posted by Lowel

Nice job, i received my favor point. So i bought 20$ (120 favor points) the support e-mailed me : we gave you your favor point. I go in game and see : 27 favor point (i had 7). They didn't even read my e-mail, they just gave me 20 favor point...I e-mail them again...we'll see what happen.

If any dev come here, there is my army number : 872516

Seriously im losing faith in this game.

I see posts like this constantly. And Lowel is correct, the people responsible for reading these emails don't seem to read them.

[VersionsOfViolence]

You also have to remember that all payments are processed by a 3rd party company. If there is a problem with payments being credited, you should report the issue to them as well, so that both sides can look into it to find out where the problem is.

Personally, I'd be more apt to complain to the people that took my money than people that were actually supposed to get it.