Zynga, Inc.

Initial Business Response /* (1000, 5, 2015/06/14) */
Acknowledged and thanked the claimant for the feedback/request. Educated claimant about the releasing of the new features in-game. Denied his request to add Farm Bucks in exchange of an item/rewards from his Inventory.Provided a link where he...

can submit his feedback/suggestion and educated him about our Support Options for future gameplay concerns.XXXXXX-XXXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Zygna did not respond to my complaint about game bugs which did not give me certain rewards. More specifically, the Order Board, when completed by a Co-op, gives the players of the Co-op 200 Favors. I completed enough orders that would complete the Order Board for my Co-op. However a KNOWN BUG, which was acknowledged by Zygna on their message boards, did not count my completed orders for the Order Board. The Co-op that I was participating with at the time was 5 orders short of the goal and I had at least 5 orders that did not count.
Also this same bug prevented me from leading the co-op at the end of the week and I did not receive the 50 Water Reward the comes with leading it. I have taken many screen captures of this bug which show that I had the orders completed to earn these rewards, but did not receive them due to Zygna's fault.
Zygna makes it far too easy to mis-click and waste a player's virtual Farmbucks (which are purchased with real currency) without the player intending to spend the Farmbucks. I was clicking to water several crops, and I ran out of water. However, I still had 40 water sitting in my wells ready to use. While I was clicking to water these crops an Out of Water pop-up appeared and disappeared as I had been clicking to water a crop in the exact spot that the box appears to spend Farmbucks on a Water 50 pack. So without me even being able to even think or decide if I really want to use Farmbucks on 50 Water, Zygna deducts Farmbucks from my account and gives me 50 Water that I did not want or need because I still had the water to use in my wells.
Here is a good analogy: suppose I go to the food market and bring my toddler. When I turn my back for half a second, my toddler puts $50 worth of cookies in the shopping cart. I say no and try to take the cookies out of the cart and put them back on the shelf. The Manager of the store runs up to me and says, "I'M SORRY the cookies are in your cart, YOU HAVE TO PURCHASE THEM." This is what Zygna does with items and Farmbucks in the Farmville 2 game.
This has happened to me twice: once with a Water 50 pack for 20 Farmbucks and once with a Feed 500 Pack for 40 Farmbucks. I did not want either of these foolish purchases, yet I forced to make them due to a sudden pop-up in which I had ZERO recourse in cancelling. Furthermore, another Farmbucks misclick purchase was where I intended to buy 3 baby chickens for 16,000 coins each, and where I had not realized that I clicked on the Adult version which cost 30 Farmbucks each. I would NEVER use Farmbucks on an Adult version of some baby animal that I can buy for coins. Coins are easy to earn in the game and I had millions of coins. Why would I spend $3.08 on 50 Water which I had already, $6.15 for 500 Feed of which I could make over 20,000 Feed with the crops I had to make feed, and $13.85 for chickens when I could easily buy the babies with the resources I already had and could ask friends for baby bottles to make the chickens into adults? I WOULD NOT DO THAT. Just because Zygna has some customers that make foolish purchases does not mean I want to make foolish purchases.
I want the 200 Favors and the 50 Water reward due to the Order Board bugs and the mis-clicked 150 Farmbucks credited back to my account. Furthermore, I now require permanent access to Premium Support.
Does Zygna want me to keep making purchases in the future? If Zygna does not satisfy me here, I will never make any purchases again, and I might decide to escalate this complaint beyond the Revdex.com. It will be much cheaper for Zygna to make me a happy customer with the aforementioned demands.
Final Business Response /* (4000, 9, 2015/06/22) */
Continue assisting the Claimant by getting the correct game information like the Social Network ID and the registered email to make sure that I am checking the correct account. XXXXXX-XXXXXXXX **
Final Consumer Response /* (4200, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still negotiating through e-mail. I am submitting a response here to extend time.

Hello, I am attaching the screenshot that was submitted to zynga , have had no response from them.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Because they refuse to do what is right and return all the items I have lost, which I have purchased or earned on this game. The customer service is horrible and they request things that they know is impossible to provide, such as screen shots after the game has already been changed. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/24) */
We have informed the player regarding the process on how we deal with players misbehaving in the Tables. Provided link on how he could report abusive behaviors. Reinstated 200M Poker Chips - XXXXXX-XXXXXXXX DR

Initial Business Response /* (1000, 5, 2015/06/02) */
We have provided information to the claimant regarding our support options. We have also provided alternate ways to contact support. We have also denied request for a refund and provided the links to our Terms of Purchase and Terms of Service....


XXXXXX-XXXXXXXX **
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because I tried all the addresses they gave me and they [redacted]'t work. It takes me straight to zynga support it goes around in circles. You come right back to zynga support. You can find no way to fix or to get your farm fixed. I just wish that all the multiple people complaing about this same problem would get in touch with you. This doesn't work. it still goes around in circles. [redacted]
Final Business Response /* (4000, 9, 2015/06/09) */
We have already provided the instruction on how claimant can reach our support. XXXXXX-XXXXXXXX PB
Final Consumer Response /* (4200, 11, 2015/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried what they gave me and it just goes in circles. I am now down to almost no fuel, and will soon have to quit my farms because I can't get in touch with Zynga to report that I need my friends back in the market stall to buy goods to make fuel. I am very sad and sorry that I won't be able to play anymore. You just can't get them to help you. The numbers they give me take me right to the same place that doesn't do anything but send you in circles. Sincerely, [redacted] B [redacted]

Initial Business Response /* (1000, 5, 2015/08/30) */
We have advised the claimant that the crashing issue experienced in the game is now fixed. We have also denied the request for a refund and provided our Terms of Service and Terms of Purchase for additional information. XXXXXX-XXXXXXXX...

PB
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The game is still crashing consistently, including a couple minutes ago today. This includes just trying to launch the game as well as crashing while playing. I believe that one half of the money spent on this game would be a fair compromise. I have sent the company multiple screenshots when the application crashes. In the last email I received from their tech support group, I was told they are currently working with their technology team to uncover why I've had so many issues. The reason I've spent so much time on this issue is the fact that from day one I contacted them telling them how much I love the game and asking for their assistance...they have told me they knew it was a current issue and there was no ETA on a fix. Not one time in their email did they show any empathy or true customer service. This is not a small company that is not making profits, they need to understand their customers are real people and need to be treated as such. Not only in my first email but also here on your response they're telling you that the issue has been fixed when clearly that is not the case.
Final Business Response /* (4000, 9, 2015/09/09) */
We have advised the claimant that the issue has been escalated to our NFL team for further investigation and a possible fix. XXXXXX-XXXXXXXX PB
Final Consumer Response /* (4200, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not new information, nor any kind of compromise or reimbursement.

Initial Business Response /* (1000, 5, 2015/09/26) */
Acknowledged claimant's feedback and forwarded it to the Zynga Poker Team. Educated him about the certified for fair dealing and certificate of integrity links. Denied claimant's request for refund and provided our Terms and Service link section...

9.XXXXXX-XXXXXXXX CA
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response, because its garbage, no matter what your reply is, a track record, is a track record. When I make my complaint in front of a civil court of law, which I WILL be doing, I've spent enough money on this website, have all the cards to prove it, I will be providing times, dates, screen shots, as well as multiple multiple complaints on zynga poker about the same issues. The only way to solve this issue is a refund of at least 1.5 billion in chips, as well as a letter of apology from Zynga Inc.....you need to fix your platform, and algorithm, before someone starts a company that blows you out of the water, you might want to count your blessings, and be thankful I [redacted]'t get the FCC involved and take a major class action lawsuit out on you, the choice is yours, I expect your reply in 48 hours, or I willlll retain an attorney. Good day.
Final Business Response /* (4000, 16, 2015/10/14) */
Zynga has provided the final resolution to the claimant's case. Please refer to original case # XXXXXX-XXXXXXXX CA.
Final Consumer Response /* (4200, 19, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept their final response, Zynga poker truly is a rigged business period, and I have more than 20 people who want to see them hang. Can you spell class action lawsuit? I can, I'll see you in court, I [redacted]'t care if it takes ten years, the longer I wait the more I'll be asking for.

Zynga has assisted the claimant regarding his/her issues. Please refer to case # [redacted] AV.

Initial Business Response /* (1000, 5, 2015/09/11) */
We sympathized with the player's feelings and explained clearly that this is a current update in the game. We also provided a link that will explain the Fight Carnage feature to the player. Lastly we also provided links for support options....

XXXXXX-XXXXXXXX - **

Educated claimant to try to play the game using the Facebook Game Arcade application. Give the link on how to download this application to improves the game performance

Complaint: [redacted]I am rejecting this response because: they refuse to do anything. They're hiding behind their terms of service using it as a blanket denial for everything they do wrong. They've taken zero responsibility for their own actions. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/15) */
We have assisted the Claimant and provided the necessary information. Educated the Claimant of our available support options. XXXXXX-XXXXXXXX HD

Complaint: [redacted]I am rejecting this response because:
 
They only fixed mine and not made it available for all players; they are deceiving the Revdex.com. 
Sincerely,[redacted]

Hello, I am rejecting the the response because I have not heard anything from zynga, I sttopped play for 2 months because of the issues , I went back just to see if anything was fixed and it was not , I again submitted to them to more tickets,  and they have not responded to them. So I stopped playing again. for good because I had not received any correspondence from them. again. I still cannot play .Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

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]

Initial Business Response /* (1000, 5, 2015/09/14) */
We have acknowledged the claimant's feedback and provided information about the new game update.
XXXXXX-XXXXXXXX MC
Initial Consumer Rebuttal /* (3000, 8, 2015/09/16) */
[redacted]Document Attached[redacted]
To be honest I am not satisfied with...

Zynga's reply to my complaint. It seems all my concerns are falling on deaf ears. I [redacted]'t want a NEW game I want the game I invested over £20,000 into, and I have all receipts to prove what I have spent.
Final Business Response /* (4000, 10, 2015/09/17) */
We have already provided our stand regarding this matter.

Initial Business Response /* (1000, 5, 2015/09/12) */
We have advised the claimant that the feedback is highly appreciated and will be reviewed. We have denied the request for a refund and provided our Terms of Service. XXXXXX-XXXXXXXX **

Complaint: [redacted]I am rejecting this response because:They have done absolutely nothing to rectify the situation Sincerely,Jeff [redacted]

Zynga has assisted the claimant regarding his/her issues. Please refer to case # [redacted] HD.

Initial Business Response /* (1000, 5, 2015/06/04) */
Requested Claimant to register in our Support Channel so we can further assist and ask for an additional details for the game issue and game account. Provided information on how to contact Customer Support for future gaming concerns....

XXXXXX-XXXXXXXXCA