To start let me say, I love how your support section blames us entirely for any issues with receiving plat. The problem is my device and connectivity to the store? So you're saying my connectivity sucks when I buy something in CH and have a delay, but every other game or app purchase is immediate I just happen to have good connectivity? Every other game I've made purchases with has virtually no delay. Yet, to get my purchase from you I have to jump through hoops, bend over backwards, THEN bend over forward and hope I remembered to bring my own lube. I've had friends quit bc of this stupidity, fix it!
Worst customer support ever!
Rant over while I submit a complaint to Apple bc I'm sick of having this problem and having to beg for my plat after you've taken the money from my acct.
Re: WTH wih issues receiving plat!?
#2Hello Hero,
To clarify, the support team do not blame anyone for platinum purchase problems.
Sometimes there can be issues with devices or store connections so by asking you to check your device and connectivity they are not blaming you, they are just trying to ascertain where the problem might reside.
All platinum issues are looked into on a weekly basis, and the programming team have integrated a new layer of assistances so that purchases can be made more efficiently - similar to the system that Google have already for the GooglePlay store.
If you have a problem with Platinum, Support will look into this and assist. You can speed up the process by explaining to Support what happened / when it happened / steps you took - sounds obvious, but many people do not explain what happened and instead just type "Help, I didn't get my platinum" which unfortunately doesn't give us enough information.
Lastly, we are sorry that you feel you have had to jump through hoops, bend over backwards, then bend over forwards and hope - this is very far from what we'd like in terms of supporting you.
Support will be looking at your request asap and helping as best they can, and hope you can have understanding in the above.
-Kodelia
To clarify, the support team do not blame anyone for platinum purchase problems.
Sometimes there can be issues with devices or store connections so by asking you to check your device and connectivity they are not blaming you, they are just trying to ascertain where the problem might reside.
All platinum issues are looked into on a weekly basis, and the programming team have integrated a new layer of assistances so that purchases can be made more efficiently - similar to the system that Google have already for the GooglePlay store.
If you have a problem with Platinum, Support will look into this and assist. You can speed up the process by explaining to Support what happened / when it happened / steps you took - sounds obvious, but many people do not explain what happened and instead just type "Help, I didn't get my platinum" which unfortunately doesn't give us enough information.
Lastly, we are sorry that you feel you have had to jump through hoops, bend over backwards, then bend over forwards and hope - this is very far from what we'd like in terms of supporting you.
Support will be looking at your request asap and helping as best they can, and hope you can have understanding in the above.
-Kodelia
Terms of Service, Policies and Procedures: http://celtic-heroes.com/support/
Re: WTH with issues receiving plat!?
#3I appreciate your response.
If this were not something I have been through with OTM before, no big deal, let's just get it fixed. However, it's a repeated problem for myself and for friends that have left OTM behind because of similar or the same issue(s).
Support ticket sent to Apple.
"All platinum issues are looked into on a weekly basis..." Unacceptable. I expect the same customer support and service from an E-vendor as I do from a physical vendor. If Wal-Mart (wal-mart for goodness sakes!) can handle a customer issue, be it online or on site, faster than you, then you're up a creek without even a boat!
If a customer has an issue with a special order T-shirt from my company, it is handled immediately, and the only delay would be if it must be shipped to them. You are an e-vendor providing e-products using snail mail service times. I could expect a package from the Pony-express before being serviced by OTM using this time standard!
This is obviously a known issue. If your programmer's are incapable of handling or unwilling to handle it, consider new help. I can assure you there are many capable programmer's that play CH who would be happy to take the job. I could recommend a few if you need assistance that will apparently arrive much quicker than your "support team."
The problem now is that I am tired of having issues after you have already been paid for a service. Simple solution, refund money to my Apple account, or provide the promised service in a timely fashion. Stable the horses already.
Rest assured, after this issue is resolved OTM will never have to deal with me again.
If this were not something I have been through with OTM before, no big deal, let's just get it fixed. However, it's a repeated problem for myself and for friends that have left OTM behind because of similar or the same issue(s).
Support ticket sent to Apple.
"All platinum issues are looked into on a weekly basis..." Unacceptable. I expect the same customer support and service from an E-vendor as I do from a physical vendor. If Wal-Mart (wal-mart for goodness sakes!) can handle a customer issue, be it online or on site, faster than you, then you're up a creek without even a boat!
If a customer has an issue with a special order T-shirt from my company, it is handled immediately, and the only delay would be if it must be shipped to them. You are an e-vendor providing e-products using snail mail service times. I could expect a package from the Pony-express before being serviced by OTM using this time standard!
This is obviously a known issue. If your programmer's are incapable of handling or unwilling to handle it, consider new help. I can assure you there are many capable programmer's that play CH who would be happy to take the job. I could recommend a few if you need assistance that will apparently arrive much quicker than your "support team."
The problem now is that I am tired of having issues after you have already been paid for a service. Simple solution, refund money to my Apple account, or provide the promised service in a timely fashion. Stable the horses already.
Rest assured, after this issue is resolved OTM will never have to deal with me again.
Re: WTH wih issues receiving plat!?
#4This means all platinum issues should receive a reply from Support within 7 days. The past week due to national holidays, there is a bit of a delay."All platinum issues are looked into on a weekly basis..." Unacceptable.
We do aim to reply to messages within 48 hours, but sometimes this is not possible hence the 7 day period.
We do not take payment directly from players, so we cannot offer refunds but can credit accounts with missing platinum providing we have information we need.
Terms of Service, Policies and Procedures: http://celtic-heroes.com/support/