Samsung 21 Ultra / Android / Latest live version
I purchased the Ready to Raid bundle ~4 days ago, and still have only received part of the bundle. It was a combination of gold (which I have received) and stars and xp for three minis (which I have not received).
I have kindly and patiently attempted 3 times to resolve this with customer support, and they refuse to help me, calling this a bug, and therefore outside of their responsibilities.
However, this is not a bug. This is a failure to deliver what has been paid for, and a refusal to remedy that in a timely and helpful manner. I do not care if this is technically due to a bug in your code, requiring me to take up more of my time to create a bug report to get the items I paid for is a customer service disaster.
If I were a mobile game company whose primary source of revenue is in-app purchases, I would think that a cusomter complaining publically on your game forums about not receiving their purchased items would be the #1 thing I would try to prevent. Instead, not only have I been encouraged to do so, it has been explicitly communicated to me that it is the only way to resolve such issues.
That is madness.
I was told that “Reports posted on these forums have the benefit of allowing a community discussion around high-impact bugs, which can help in prioritizing them for a fix.”
Surely you didn’t mean to communicate to me that you need to be convinced that my issue is a big enough priority to be worth delivering the items that I paid for?
Fix this in a timely manner and appologize.
Even if you rectify this today, 4 days late, it still completely nullifies the entire purpose of the bundle itself – as the raid window is almost over.
I’ll be filling a credit card chargeback request with my bank in 48 hours with your customer service chat history as an attachment – in which I have expressly stated in no uncertain terms that I did not receive the items that I paid for, and in which 3 separate “game masters” have told me that this is not their problem and marked the issue as resolved.
To be fair to you and the community, I will follow up on this post with the outcome, including any additional compsensation you give me so that the community can get a more transparent understanding of the customer service you are providing to the people financially supporting your game.
Kindly,
[UPDATE]
Update:
"Hi xxxxxxxxx!
My name is Game Master xxxxxxxx from Blizzard Customer Support, and I will be looking into your query today.
Kindly be informed that there’s no other resolution that we can provide for your issue. should you wish to get a refund for this purchase please contact your mobile store (Google Play) for further assistance via the following link:
xxxxxxxx
I hope this clarifies your question, but should you any other queries, please feel free to reach out by submitting a new request.
Best regards,
Game Master xxxxxxxxxxxxxx
Blizzard Customer Support"