Machine Zone

Initial Business Response /* (1000, 5, 2015/12/07) */
Selling, buying, and sharing accounts are actions against our Terms of Use. Please also know that Game of War has had Terms of Use since its release, and by playing Game of War, you have always been bound by our Terms of Use. Your decision not...

to accept our Terms of Use and to not continue to access the Game does not entitle you to a refund of any kind.
You can access and print our updated Terms of Use from our website at http://www.gameofwarapp.com/termsofservice.html
Due to our account security policy, we would not be able to discuss the details of any Machine Zone accounts or support requests sent by those accounts in this correspondence.

Initial Business Response /* (1000, 5, 2016/01/21) */
Machine Zone does not have the ability to issue refunds for purchases made on the Kindle platform, and we do not have access to any users' payment information. This is why users receive a receipt from Amazon, not from Machine Zone.
If a...

package purchased on Amazon does not reach a user's MZ account, it means that we have not yet received funds from the purchase. Support Agents don't have access to the necessary information to look up these incomplete purchases, nor to push Sales Packs into accounts in game. For these reasons, when users are seeking a refund for packages not received, they must contact Amazon support for assistance.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
I have been back and forth between [redacted] and this company for the past 2 weeks with both sides claiming that the other side must issue a refund.  [redacted] tells me it is Mobile Strikes job to refund, yet Mobile Strike is telling me its [redacted].  If mobile strike or the parent company would contact [redacted] and advise them to issue a refund then this would all be over.  I really don't understand the difficulty in getting this done other than they enjoy stealing money.
Sincerely,[redacted]

Initial Business Response /* (1000, 11, 2015/11/30) */
I've checked our records, and there is no MZ account currently registered to the email address this complaint is being sent from.
Due to our account security policy, we can only discuss details surrounding an account when the account's...

owner contacts us from the account's registered email address. We would not be able to discuss the details of any MZ accounts in this correspondence.

Initial Business Response /* (1000, 13, 2016/01/21) */
I've checked our records, and each of this user's support requests has been addressed by one of our representatives.
Machine Zone does not have the ability to issue refunds for purchases made on the Google Play (Android) platform, and we do...

not have access to any users' payment information. This is why users receive a receipt from Google Play, not from Machine Zone.

Hello,Please allow me to begin by thanking you for bringing this to my attention. I am sorry to hear that you encountered an issue. I do see that you were working with one of our support agents who was able to reach a solution to your issue in request #[redacted]. If you are still not satisfied with this resolution please continue to work with our support agents and they will help to try and find a resolution to your concern. Once again, thank you for bringing this to our attention.

Initial Business Response /* (1000, 12, 2015/08/13) */
I have checked our records, and this user has not sent us a support request from this email address for over 2 years. Additionally, the MZ account registered to this email address has not been logged in to since 2014-06-21 09:14:04 PST.
Due...

to our account security policy, we would not be able to discuss any details surrounding an account unless this user contact us from the correct registered email address of the account in question.
Initial Consumer Rebuttal /* (3000, 14, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My game account is registered to my second email which is [redacted]@hotmail.com sorry for any confusion this may have caused.
Final Business Response /* (4000, 16, 2015/08/26) */
I have checked our records, and all cases that were sent in by that email address have been responded to and resolved.
Unfortunately, due to our account security policy, we would not be able to discuss any details surrounding an account or any support requests sent from an account unless the owner of that account contacts us from the correct registered email address of the account in question. We would not be able to make any comments on cases from other accounts in this correspondence.
Final Consumer Response /* (4200, 18, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I attempted to resolve the theft from my account 5 times with Machine Zone. At no point did they attempt to find out who hacked into my account or stole anything. There was no resolution other than them telling me to use their security measures, which I was already using. I, [redacted] D. Gating am the owner of the account that was hacked an all items purchased for said account that was hacked and had items stolen from it were purchased via my bank debit card also in my name. I used my alternate email address when creating the account due to the fact I had made an account on a different server and had no options to transfer servers to play with my friends so a new account was made via email [redacted]@hotmail.com all communications that I attempted with machine zone were done from the [redacted]@hotmail.Com due to the fact that is the accounts registered email. When I filed my complaint after receiving no help or any sort of resolution from MZ I lodged my complaint with Revdex.com from my primary email attached to my phone hence the [redacted]@yahoo.Com email here. However MZ has done nothing about my account being hacked, theft of items, research into who said items were gifted to. The hundreds of dollars of damage has not been attempted to be resolved at all by MZ. I would like them to replace the stolen items at a bare minimum as I utilized their safety measures and this still happened. I have saved all transpondents between machine zone and myself and their lack of willingness to assist me in any way.

Initial Business Response /* (1000, 5, 2015/11/03) */
We're sorry to hear that this player was experiencing connectivity issues.
I've checked our records, and we did not have any outages or issues with our servers on the date of October 4th.
Unfortunately, we would not be able to reverse...

the results of any combat that took place in the game. It would not be fair to the other user that participated in combat, as they had no way to know this user was experiencing connectivity issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was not a connectivity issue on my end. My phone was and continues to function correctly. It was an issue with the software, specifically a watchtower notifications glitch. MZ even indirectly acknowledges this by including a special category for watchtower notification issues in their customer complaint survey. Typical MZ response is to blame it on the customer's connection, but many other players will support my position that the software has glitches that are not being addressed, that their losses are also being dismissed as "connectivity issues". I have provided MZ with photographic proof of software glitches.
In regards to MZ's distractor response: to imply fairness as justification for refusal to resolve this issue is absolutely outrageous. Where is the equity in allowing players to unfairly lose all their troops and resources?
As the Revdex.com has facilitated formal communications that have not lead to a resolution, only a dismissal of the facts by MZ, I conclude that my next avenue of recourse is to pursue this matter in California's civil courts.
Thank you Revdex.com for your assistance in this matter.
Final Business Response /* (4000, 9, 2015/11/13) */
I've checked our support records and see that this users support request has been replied to and resolved.
As previously stated, we are unable to reverse the results of any combat that took place in the game. Nor are we able to provide compensation for these battles. It would not be fair to the other user that participated in combat, they had no way to know this user was experiencing connectivity issues.

Hello [redacted],
Thank you for your reply and for your feedback regarding the Terms of Use. Please know that I have forwarded your feedback on to the appropriate individuals. 
As previously explained, your decision not to accept our Terms of Use and to not continue to access the Game does not entitle you to a refund of any kind. 
Thank you for your understanding with this matter.

Complaint: [redacted]I am rejecting this response because:
Machine Zone has not contacted me since I have filed my complaint and has offered no resolution to my dispute. I continue to wait for them to address my dispute.Sincerely,[redacted]

Initial Business Response /* (1000, 15, 2015/07/29) */
Unfortunately, we would not be able to reverse the results of any combat that took place in the game. It would not be fair to the other user that participated in combat, they had no way to know this user was experiencing latency...

issues.
Considering that this is an online MMO, we cannot guarantee stability as this is dependent on the player's device and internet connection. Because of these factors we urge players to not wait for the last minute to perform actions.
When users create a MZ account, they agree to our terms of service, including section 12, which reads:
THE GAME IS PROVIDED "AS IS," AND USE OF THE GAME IS AT YOUR SOLE RISK. TO THE EXTENT PERMITTED BY APPLICABLE LAW, WE MAKE NO REPRESENTATIONS, WARRANTIES, OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED, ABOUT THE GAME OR ANY CONTENT OR SERVICES MADE AVAILABLE THROUGH THE GAME, AND WE SPECIFICALLY DISCLAIM ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR AVAILABILITY. MACHINE ZONE DOES NOT WARRANT THAT YOU WILL BE ABLE TO ACCESS OR USE THE GAME AT THE TIMES OR LOCATIONS OF YOUR CHOOSING; THAT THE GAME WILL BE UNINTERRUPTED OR ERROR-FREE; THAT DEFECTS WILL BE CORRECTED; OR THAT THE GAME OR OUR SERVICE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
The Terms of Service can be found here:
http://www.gameofwarapp.com/termsofservice.html
Initial Consumer Rebuttal /* (3000, 22, 2015/08/27) */
MZ did not resolve any issue or at least came to an agreement. What they did is merely run from the mistake they have made. There was a wide problem caused by MZ's program error, merely passing [redacted] to disclosure is not customer service.
Final Business Response /* (4000, 26, 2015/09/17) */
I'm sorry to hear this user feels that they have not received satisfactory service. Unfortunately, this does not change the fact that we cannot reverse the results of the combat that took place in game. There was no "wide-spread" issue during the time that the combat took place that the user mentioned. This combat took place legitimately within the constraints of Game of War, and it would not be fair to the other user who participated in combat if we reversed the results.

Hello [redacted],
Thank you for your reply. I can certainly understand your concern with providing your email address, however I will be unable to assist you without it.
Alternatively, I ask that you a new help request directly to the support team. You may reach them directly via [redacted]

Initial Business Response /* (1000, 5, 2015/09/01) */
Unfortunately, we would not be able to reverse the results of any combat that took place in the game. It would not be fair to the other user that participated in combat, they had no way to know this user was experiencing latency issues.
We...

cannot guarantee stability as this is dependent on the player's device and internet connection. Because of these factors we urge players to not wait for the last minute to perform actions.
By playing Game of War, users agree to our terms of service, including section 12, which reads:
THE GAME IS PROVIDED "AS IS," AND USE OF THE GAME IS AT YOUR SOLE RISK. TO THE EXTENT PERMITTED BY APPLICABLE LAW, WE MAKE NO REPRESENTATIONS, WARRANTIES, OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED, ABOUT THE GAME OR ANY CONTENT OR SERVICES MADE AVAILABLE THROUGH THE GAME, AND WE SPECIFICALLY DISCLAIM ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR AVAILABILITY. MACHINE ZONE DOES NOT WARRANT THAT YOU WILL BE ABLE TO ACCESS OR USE THE GAME AT THE TIMES OR LOCATIONS OF YOUR CHOOSING; THAT THE GAME WILL BE UNINTERRUPTED OR ERROR-FREE; THAT DEFECTS WILL BE CORRECTED; OR THAT THE GAME OR OUR SERVICE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
The Terms of Service can be found here:
http://www.gameofwarapp.com/termsofservice.html

Hello,Thank you for responding back about this. I am sorry to hear that you encountered an issue. I do see that in request [redacted] you were provided a solution to your concerns. If you are still not satisfied with this resolution please continue to work with our support agents and they will help to try and find a resolution to your concern. Once again, thank you for bringing this to our attention.

Hello,Thank you for reaching out about this. I am sorry to hear that you encountered these issues. Unfortunately, we are unable to process any refunds as per our Terms of Use, all sales are final on items that have been delivered in game. I see that you are currently working with one of our support...

agents in ticket #[redacted]. Please submit a new request and one of our agents will be happy to assist you in finding an alternate and acceptable resolution. Once again, thank you for bringing this to our attention.

Complaint: [redacted]I am rejecting this response because:
Quit hiding behind that garbage. What a weak excuse when you let players violate the terms every day, but you people do nothing about it because they give you more money, you discriminating jerks. I've sent in evidence of multiple violations, yet zero action has ever been taken.
 So, what's your next BS excuse instead of just doing what's right?Sincerely,[redacted]

Hello,
Thank you for writing back. I have tried to locate your most recent support request, given the email and information provided, and was unable to find one in regards to the concerns you have. If your concern has not been fully resolved yet, please submit a new support ticket and one of our...

agents will be happy to work with you to find a resolution. Should you encounter any additional issues or concerns, we ask that you submit them directly to the support team.

Initial Business Response /* (1000, 5, 2015/07/20) */
I have checked our records, and this user's account currently has 312x 2,000,000 Silver items and 10x 30 Day Speed Ups in its inventory.
All of the items that were listed in the support request for his purchase were added to his account...

successfully.
I noticed that this user's account is fairly low level. He would not be able to see 30 Day Speed Ups available for use until after reaching Stronghold level 15.
Regarding the 2,000,000 Silver items, we have recently introduced a new feature called "Reverse Resources," that when enabled, will display the highest level resource items at the beginning of the inventory list, instead of the end. I would recommend this user activate this under the More -> Options menu if he is having trouble scrolling through the inventory list and locating the higher level resource items.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They took approximately 4 days to resolve the issue after contact with Revdex.com. The items purchased were finally added to inventory. Their response is inaccurate and lacks any semblance of accountability in that, the items were in fact missing and it took reporting the issue to Revdex.com to get them to investigate and add them in. I appreciate their suggestions but what I would appreciate more would be better customer service and response at the initial point of contact.

Initial Business Response /* (1000, 8, 2015/11/03) */
"Game of War has had Terms of Use since its release, and by playing Game of War, users have always been bound by our Terms of Use. In line with industry standards, the recent popup users have seen was a notification that we have updated our...

Terms of Use. Requiring users to affirmatively assent to Terms of Use before continuing to access a site or service is quite common for service providers, including providers of mobile apps and games.
If users would prefer not to agree to our Terms of Use, as with any mobile app they are free to do so, but then they will not be permitted to continue to access Game of War. The decision not to accept our Terms of Use and to not continue to access the Game does not entitle users to a refund of any kind. In addition, please be aware that by accepting our Terms of Use and proceeding to access the Game, users accept them in full, and that they may not partially accept or reject all or any of the Terms.
Our updated Terms of Use can be accessed from our website at http://www.gameofwarapp.com/termsofservice.html."
Initial Consumer Rebuttal /* (3000, 10, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Machine Zone has not addressed the issue. The reason Machine Zone implemented the pop up to accept their modified terms of use, is because they realized previous terms of use did not constitute a binding contract. Therefore, prior to the pop up, users were not "bound" to the terms. Additionally, I am not asking for a refund. I'm asserting that your advertising is deceptive and does not show the game "as-is." I have not accessed nor accepted your terms of use; and have not used your product since November. I agree that the method of enforcing your terms of use (as of October 5th) with the pop up is indeed the proper way to institute a binding contract; but this was not my original complaint. It is your deceptive advertisements and practices. Please address this issue.
Final Business Response /* (4000, 12, 2015/11/10) */
We are sorry to hear that this user feels our Terms of Use update was misleading.
However, as previously stated, Game of War has had a Terms of Use since it's release. Should users prefer not to agree to our Terms of Use, as with any mobile app they are free to do so, but then they will not be permitted to continue to access Game of War. The decision not to accept our Terms of Use and to not continue to access the Game does not entitle users to a refund of any kind.