Machine Zone

Hello [redacted],
Thank you for your message and feedback. I apologize for the delay in replying to your Revdex.com concern.
I have reviewed your previous support requests and can see that your concerns regarding the updated Terms of Use were addressed back in October of 2015.
Please 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. In line with industry standards, the popup you reference in your Revdex.com concern was to notify you that we had updated our Terms of Use and to ask you to affirmatively accept them. 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 you would prefer not to agree to our Terms of Use, as with any mobile app you are free to do so, but then you will not be permitted to continue to access Game of War. 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. In addition, please be aware that by accepting our Terms of Use and proceeding to access the Game, you accept them in full, and that you may not partially accept or reject all or any of the Terms. 
Thank you for your understanding with this matter. If you have any further questions or concerns, please feel free to reach out to us directly via [redacted].

Complaint: [redacted]I am rejecting this response because: they just said the same thing that they did last time. I have included my last issue with them regarding a purchase. 
 
As you can see in the email how difficult it was and has been.they would of never have me the extras that I paid for unless I mentioned it. 
It is something that the extras are for more progress in the game. If I didn't have themv, then that's more money I would have to spend. 
 
If you read there replies they are very gauge and don't stress the main issue at all. This is how it's been and it gets so frustrating to send email after email and not get anywhere. 
Sincerely,[redacted]

Initial Business Response /* (1000, 11, 2015/07/20) */
We ask our users to please understand that Machine Zone is not a payment processor. We do not have any access to payment information, or information regarding customers' iTunes accounts. This is why they receive a receipt from iTunes, and never...

from Machine Zone. We do not have the ability to process refunds on behalf of Apple for purchases made in our app on the iTunes store. We recommend our players contact iTunes support for assistance obtaining a refund for an incomplete purchase.
Initial Consumer Rebuttal /* (3000, 13, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ITunes stated that they will not refund and I must get refunded by you.
Final Business Response /* (4000, 15, 2015/08/04) */
Machine Zone does not have the ability to process refunds made through the iTunes platform. Due to Apple's restrictions, we simply do not have the infrastructure in place to refund these purchases. We do not have any information regarding iTunes purchases that were not completed successfully, including payment information, iTunes account information, or users' personal information.
The only purchases from iTunes that appear in our system are ones that have been successfully completed and items have been placed into the account's inventory. We have not refunded iTunes purchases manually at any point. Game of War players have received refunds for in-app purchases that were not completed properly in the past, but those refunds were from Apple, not from us.
Final Consumer Response /* (4200, 17, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apple won't refund. Why can't you credit my account with the items I purchased?

Initial Business Response /* (1000, 11, 2015/07/29) */
Unfortunately, we would not be able to reverse the results of any combat that took place in the game or refund any in-app purchases that have been completed. 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, 13, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These guys are ridiculous. Not only are they not willing to admit that when you have so many people trying to do the same thing at one time it slows the game down and causes lag, they blame it on the consumer when the consumer can clearly and precisely prove other wise. Not only will they not make this right, now I have a second complaint with them. Saturday August 1, 2015 the game glitches. I was out attacking and got ready to shield when someone larger ported in and set rally on me, but guess what the game said I HAD TROOPS OUT. I did not have troops out... I tried every thing to from porting 4 times to clicking goto =button on alleged troops which there was none there. The game makes it possible for one minute rallies. Okay it takes longer than that to reset the game and get logged back in.... these guys are ridiculous! Now my complaint is for $450 because now it is over 6 million troops that I have lost. I will settle only when they grant me 100 3 day speed ups which is the equivalent of not even a tenth of what I have lost.
Final Business Response /* (4000, 15, 2015/08/13) */
Unfortunately, we would not be able to reverse the results of any combat that took place in the game or refund any in-app purchases that were successfully delivered to the account. 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 Business Response /* (1000, 7, 2016/02/05) */
I have reviewed this users support requests and can see that their issue was responded to and resolved.
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 Consumer Rebuttal /* (2000, 9, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 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.

Hello,
Thank you for responding back in regards to your concern. I've taken a look at your recent support requests and see that one of our agents has responded to, and was able to resolve your issue in support request [redacted]. If you have any other concerns please submit a new support request and...

one of our agents will be happy to work with you to resolve your concern.
Thank you.

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.
 
I can can confirm that I received the discounted sale in game.  However, this took more than a month to resolve and was only due to my constant emails to the company and finally due to lodging a complaint here.  The customer service with MZ is SEVERELY lacking and needs serious improvement.  I love the game but its long term survival is doubtful unless it starts listening to its customers.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/01) */
I have reviewed this users support requests. I am unable to locate a help request regarding the concerns they have expressed in this correspondence.
I ask that they submit a new help request, so that we may provide assistance.

Complaint: [redacted]I am rejecting this response because:nothing ever gets fixed. And they have stopped replying to any messages I send them.  
Also the have retaliated against me for submitting this complaint Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: they never contacted me and still have not refunded or compasated me Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/19) */
Unfortunately, we would not be able to help players recover accounts that they chose to compromise by sharing their account information. Sharing your account information with another person is a violation of our Terms of Service. Please see...

section 4(d) of our Terms of Service:
"You are responsible for maintaining the confidentiality of your account information (including usernames, screen names, and passwords [redacted] billing information). You must notify us immediately of any unauthorized use or theft of your account or any other breach of security with respect to any Services. We will not be liable for any loss that you may incur as a result of someone else using your account, either with or without your knowledge. You are responsible for the activities occurring under your account and you will be liable for any losses or damages incurred by Machine Zone or any third party due to someone else using your account. You may not use anyone else's account at any time. Your account is personal to you and you may not transfer or make available your account to others. Any distribution by you of your account or related information may result in immediate suspension and/or cancellation of your account without refund."
The Terms of Service can be found in full here:
http://www.gameofwarapp.com/termsofservice.html
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company allows the changing of email addresses without confirmation. This implies that the company condones the sharing of information regardless of their terms of use. Too many people have lost their accounts because they thought they shared information with someone they thought they trusted and ended up being locked out of their accounts. This happens in this game with alarming frequency. The company claims to protect its players but yet does nothing when an account owner is tricked through a hacker. This leaves me no choice but to file suit against the company and possibly a class action suit over their lax security on changing login credentials. The behavior of the company indicates that they implicitly condone the buying and selling of accounts and in fact there are many articles on how to buy and sell accounts and how to install a backdoor to take your account back. Losing $85,000 is not something I will take lightly. As I stated, I'm not after a refund, I want what is mine. If that requires taking the company to court so be it. They are non-responsive and do not protect their players at all, nevertheless the high spending palyers. I will do everything available to me to expose the company's security flaws through court hearings which I'm sure will become public. Their choice is simple; give me my account back and I go away quietly. Resist that and I will never go away. My attorney is already talking about filing a class action just by doing a simple search on how many accounts have been lost in the manner, and the company refusal to return the account. I certainly hope it doesn't come to that, but I do have the resources and legal assistance to pierce through this inadequate terms of service and how easily the owner of an account can be locked out of their account.
Final Consumer Response /* (3000, 14, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company allows the changing of email addresses without confirmation. This implies that the company condones the sharing of information regardless of their terms of use. Too many people have lost their accounts because they thought they shared information with someone they thought they trusted and ended up being locked out of their accounts. This happens in this game with alarming frequency. The company claims to protect its players but yet does nothing when an account owner is tricked through a hacker. This leaves me no choice but to file suit against the company and possibly a class action suit over their lax security on changing login credentials. The behavior of the company indicates that they implicitly condone the buying and selling of accounts and in fact there are many articles on how to buy and sell accounts and how to install a backdoor to take your account back. Losing $85,000 is not something I will take lightly. As I stated, I'm not after a refund, I want what is mine. If that requires taking the company to court so be it. They are non-responsive and do not protect their players at all, nevertheless the high spending palyers. I will do everything available to me to expose the company's security flaws through court hearings which I'm sure will become public. Their choice is simple; give me my account back and I go away quietly. Resist that and I will never go away. My attorney is already talking about filing a class action just by doing a simple search on how many accounts have been lost in the manner, and the company refusal to return the account. I certainly hope it doesn't come to that, but I do have the resources and legal assistance to pierce through this inadequate terms of service and how easily the owner of an account can be locked out of their account.

Initial Business Response /* (1000, 7, 2015/09/16) */
This user has sent us a request for a different account. Due to our account security policy, we cannot discuss any details surrounding another account unless we are contacted from the account in question or that account's registered email...

address.
We ask that this player send us a support request from the correct account/email address. We cannot make comments about other accounts in this correspondence.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have messaged them from the account to no avail, and as this is my main email address it would be more convenient. Upon request I can provide proof of my account under the yahoo email. I wish to be reimbursed for my losses caused by errors with machine zone servers. I will not settle for anything else. I have spent a lot of money on the game, and I will not be disrespected and ignored anymore. Typical machine zone, avoid the topic and create an excuse to not have to resolve it...
Final Business Response /* (4000, 11, 2015/09/25) */
Due to our account security policy, we cannot make any comments about accounts registered to a different email address. We take account security very seriously, it is not an "excuse" to avoid responding to issues. This policy applies equally to every Machine Zone customer, not just this one, and not just for this case.

Initial Business Response /* (1000, 10, 2016/03/03) */
I am unable to locate a help request regarding the concerns they have expressed in this correspondence. I ask that they provide the email address associated with the account in question so that we may provide assistance.
Initial Consumer...

Rebuttal /* (3000, 12, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The account login is [redacted]@gmail.com
Final Business Response /* (4000, 14, 2016/03/18) */
I have reviewed this users support requests and can see that their issue was responded to and resolved.
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.
Final Consumer Response /* (4200, 16, 2016/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not respond my issue, if you had, I wouldn't be complaining here, what your company did was wrong, I barely spend extra money 2 days before you kicked me or of the game, your force me to sign a contract to the game by canceling my access to the game, that's illegal. You can't do that. So your contract is illegal too. I wad never agreed to any of your rules. I paid and spend money in the game 3 days before you kicked me out and took over, as far as I know, you could do anything in my account, like you did, changing the name, blocking me from accessing, moving my account from place, kicking me out from my alliance. You could do anything in my account as far as I know,I spend money there and you kick me out and took over as far as I know, I don't care anymore, you are agreedy company, you never care about costumer, I just want my money back for the account you guys took over without my knowledge. That's it.

Complaint: [redacted]I am rejecting this response because: My concerns were not satisfactorily met due to machine zones lack of concern for its consumers.
. 99% of all replies are script orientated and don't even answer your question correctly.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I can provide copies of the emails. This is the standard response that you get from Machine Zone when they are wrong on an issue.
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The business support staff considers the matter closed.  They are being intentionally obtuse, in my complaint I misjudged which package had the token I purchased and I listed each of the 12 packages I purchased in July.  I have complained to the before about the blank purchase successful emails.  Nothing was solved.  They did not fix the problem, and further closed the issue.  Revdex.com feedback is my only recourse.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I find your business practices to be atrocious.
I assume that the last attempts to appease me came from the stated senior person.
I have already told them no
I didn’t get what I paid for
There were numerous attempts on my part to have it fixed
You consistently refused
It wasn’t until I contacted the Revdex.com that you made any attempt to properly compensate me
Due to you lack of action I have since ceased using your service
Therefore I want refunded for all moneys spent on what will be unused items.
I am not trying to get anything extra
All I ever wanted was my claim to be taken seriously and proper compensation
Again I state you refused
So again I want refunded for all moneys spent on what will be unused items.
I understand your policy but find this to be a different case since the items useless
Sincerely,[redacted]

Hello,Please allow me to begin by thanking you for bringing this to my attention. I am sorry to hear that you encountered this issue. I do see that you are working with one of our support agents 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 suitable resolution to your concern.
Once again, thank you for bringing this to our attention.

Initial Business Response /* (1000, 7, 2015/09/16) */
We have spoken to this person's attorney regarding this situation. This user has admitted to violating our Terms of Use by buying and selling accounts in game. We have no further comment regarding this situation.