Serious Customer Support problems - CG needs to escalate this
So CG makes a change that leads to unintended Crystal purchases. Like many, I took a screen shot and raised a Customer Support ticket as soon as I could....
... spent a long time with Cust Support chat, to be told he would look into it...
... and then nothing. Issue was "closed" from their side with no reply to me.
So I opened another ticket after CG posted the developer forum post saying they would refund the unitended purchase of crystals, referred to my old case number, spent 50 mins with Cust Support chat.... to have that session time out, and start again with someone else....
... so here I am now over an hour on chat....
1. They have the full details
2. They have screen shot showing the unintended purpose
3. I have confirmed my details now multiple times
4. I have given them the link to CG's post and even the text that clearly states:
We also recognize that players may have accidentally purchased these items out of habit. If you unintentionally made Crystal purchases from the top 4 slots that were previously for Credits, please contact support to receive the Crystals you spent on these items.
NOTE: This is limited to 4 crystal purchases made in Shipments on 3/2/2022.
Apparently this is still not enough and it has to be escalated to the "team".... which after 20 minutes of more waiting tells me....
Refund will be made... but this was way too long for a simple, well documented case...
What would it have taken if this was complex? or there was missing information?
... spent a long time with Cust Support chat, to be told he would look into it...
... and then nothing. Issue was "closed" from their side with no reply to me.
So I opened another ticket after CG posted the developer forum post saying they would refund the unitended purchase of crystals, referred to my old case number, spent 50 mins with Cust Support chat.... to have that session time out, and start again with someone else....
... so here I am now over an hour on chat....
1. They have the full details
2. They have screen shot showing the unintended purpose
3. I have confirmed my details now multiple times
4. I have given them the link to CG's post and even the text that clearly states:
We also recognize that players may have accidentally purchased these items out of habit. If you unintentionally made Crystal purchases from the top 4 slots that were previously for Credits, please contact support to receive the Crystals you spent on these items.
NOTE: This is limited to 4 crystal purchases made in Shipments on 3/2/2022.
Apparently this is still not enough and it has to be escalated to the "team".... which after 20 minutes of more waiting tells me....
Refund will be made... but this was way too long for a simple, well documented case...
What would it have taken if this was complex? or there was missing information?
