Customer support 17 days no response

Theghouse

According to email auto-response my ticket is 254678.

I really would appreciate a response before my only other recourse of filing a claim with Google play store

Customer support must have been reassigned to coding the new engine??? Where is all the time we freed up by killing free 550 swaps if they are not answering tickets??? I used to get my free 550 swaps much faster than this.

Chrynos1989

Did you use the ingame cs or their direct email cs? Ingame support is known for swallowing tickets

Also @S0kun or @Scofie can one of you escalate the ticket, I think after 17 days that’s okay

entrailbucket

@Theghouse said:
According to email auto-response my ticket is 254678.

I really would appreciate a response before my only other recourse of filing a claim with Google play store

Customer support must have been reassigned to coding the new engine??? Where is all the time we freed up by killing free 550 swaps if they are not answering tickets??? I used to get my free 550 swaps much faster than this.

Just FYI, if you file a chargeback with the app store for any reason, your MPQ account will be permanently sandboxed.

WilliamK1983

What's that mean, permanently sandboxed?

entrailbucket

@WilliamK1983 said:
What's that mean, permanently sandboxed?

You can still play the game but you don't appear on leaderboards (besides your own), your attacks don't subtract points from other players, and you can't be attacked. I think you're unable to join an alliance.

You're a ghost. It's what they do to cheaters or players who do chargebacks.

WilliamK1983

Ok cheaters makes sense to have it happen to them, but there should be some recourse for patrons.

Another question..If you don't appear on the leader boards, I assume you don't "place" and don't receive any placement rewards. Correct?

entrailbucket

@WilliamK1983 said:
Ok cheaters makes sense to have it happen to them, but there should be some recourse for patrons.

Another question..If you don't appear on the leader boards, I assume you don't "place" and don't receive any placement rewards. Correct?

I'm not sure how that all works. They don't like us talking about it, either. I know people have asked to be sandboxed and those threads always get removed.

If you look in the terms of service for this app or any other app that has transactions, they all work the same way -- app store chargebacks are an immediate permanent ban.

Chrynos1989

I remember this to be a thing during shardsgate
But shardsgate was some messed up load of bull between rating bombing, unjustified chargebacks and death threats against devs children, which was just plain disgusting, that was the all time low of the community…

WilliamK1983

@Chrynos1989 said:
I remember this to be a thing during shardsgate
But shardsgate was some messed up load of bull between rating bombing, unjustified chargebacks and death threats against devs children, which was just plain disgusting, that was the all time low of the community…

Geez, people got issues. Gonna take eb's advice and 1st rule about fight club...

S0kun

@Chrynos1989 said:
Did you use the ingame cs or their direct email cs? Ingame support is known for swallowing tickets

I'll have them take a look into it.

entrailbucket

@WilliamK1983 said:

@Chrynos1989 said:
I remember this to be a thing during shardsgate
But shardsgate was some messed up load of bull between rating bombing, unjustified chargebacks and death threats against devs children, which was just plain disgusting, that was the all time low of the community…

Geez, people got issues. Gonna take eb's advice and 1st rule about fight club...

Just don't cheat and don't try to charge back through the app store. In general the devs/MPQ customer support will work with you to take care of whatever your issue might be, so there's no reason to do either.

Theghouse

@Chrynos1989 said:
Did you use the ingame cs or their direct email cs? Ingame support is known for swallowing tickets

Also @S0kun or @Scofie can one of you escalate the ticket, I think after 17 days that’s okay

I used the support contact form which creates an auto-ticket email response.
https://d3go.helpshift.com/hc/en/3-marvel-puzzle-quest/contact-us/?p=android

@S0kun said:

@Chrynos1989 said:
Did you use the ingame cs or their direct email cs? Ingame support is known for swallowing tickets

I'll have them take a look into it.

Thank you.

Chrynos1989

@Theghouse so did it finally work out?

rg72

@S0kun said:

@Chrynos1989 said:
Did you use the ingame cs or their direct email cs? Ingame support is known for swallowing tickets

I'll have them take a look into it.

I raised 254944 on the 15th and haven't heard anything from them - raised both via InGame Help and the contact form. Would you be able to ask them to take a look at mine as well please? Thanks

Wolvie171

I also submitted a ticket on the 15th through the contact form and have heard nothing from them. Ticket #254946

Could somebody look into this, please? Thanks

Scofie

@rg72 and @Wolvie171 - I have flagged with S0kun and they have been escalated.

rg72

@Scofie - Just had a reply. Many thanks for your help. Really appreciated

Wolvie171

@Scofie , received a reply tonight. Thank you very much for your assistance!

S0kun

@Wolvie171 said:
@Scofie , received a reply tonight. Thank you very much for your assistance!

You won't get any reply regarding cheat report tickets since it's our policy to not disclose our findings.

Wolvie171

@S0kun said:

@Wolvie171 said:
@Scofie , received a reply tonight. Thank you very much for your assistance!

You won't get any reply regarding cheat report tickets since it's our policy to not disclose our findings.

Understood. I wasn't expecting an immediate action other than they would be looking into it. This was actually my second ticket on 2 separate cheaters within days of each other. The first one was acknowledged with a canned response, but this second one never got a response until your involvement.