EA_Lanna Sorry for the necropost but really this thread, and its many similar sister threads regarding this game update, are prime examples of all that's wrong with Pogo support. Issues here were promptly communicated through what we THINK is the right support channel, but no real support or acknowledgment was ever received from the Pogo team. That team released a flawed update containing new and unexplained functionality (gold bars and the new Shop) and many players lost real money (gems, from flawed boost purchases) and virtual money in their Monopoly Sudoku treasure chest that they'd earned through hours of gameplay. Players new to the game, which was used as a Weekly Bonus Daily thing, frequently landed on this page creating new threads looking for support.
Pogo support didn't let people know the game was broken, or suggest any workarounds. When they fixed things, players who had put the game "on hold" were never told so that they could resume collecting daily rewards. I've DMmed with a Sconnie before on Facebook and I know the internal mindset seems to be focused on keeping systemwide issues secret, not communicating status to customers, turning a deaf ear to all complaints. Service Recovery is never adequate, and offered begrudgingly when it does occur.
I firmly believe that it's not the frequent glitches that lead many people to cancel their Club subscriptions: it's the lack of transparency, the lack of communication, the difficulty of seeking support, and the sense that no one is listening. Please take this as an opportunity to improve!
