In app purchase problem

Shibata

I wasn't going to post anything about this issue, but I'm so frustrated with the customer support I've received that I wanted to put this out there for anyone that's considering buying something in this game. This is the first purchase I've tried to make. Here's the timeline.

July 22-
Made in app purchase for some runes and crystals. Google play accepts purchase after all the prompts, and then I get an error. This is what it said verbatim. "Error. The connection with the Google Play servers failed. Don't worry we have your purchase in our database. Try to reset your application. We will prompt you when your purchase will be added back to the game. We are sorry for the inconvenience." I then reset the app, went back and tried to make the same purchase to see what would happen, and got the same error. I got an email saying my payment had been accepted. No runes or crystals credited to my account. I then opened a ticket. Since it was a Friday, I knew I wouldn't get a reply until Monday at the earliest. All weekend and still the same error.

July 25-
Customer service responds. They asked for all kinds of info, including screenshots. I provided everything exactly as they asked. No resolution.

July 26-
Received the following message. "Greetings D3 Go! Customer,
Thank you for contacting D3 Go! Customer Support.
Your ticket has been escalated for review. We are currently addressing your issue and will contact you as soon as we can with the appropriate resolution.
If you have any further questions or concerns, please feel free to contact us again."

Escalated, really? Ok, you're addressing my issue...so where is my refund or product I paid for? No resolution.

July 27-
Received the following message. "Greetings D3 Go! Customer,
Thank you for contacting D3 Go! Customer Support.
Our apologies for the delay regarding the issue. After receiving the message, did you reboot the application from your device to see if this would reward the purchase?
If you require further assistance, please do not hesitate to contact us again and it will be a pleasure to help you."

Ok, so even though the error instructed me to reset the app, and nobody I've heard of would leave it running for 5 days straight anyhow, your solution is to ask if I've reset the app? Why can you not just fix the problem already? It's been 5 days. You have proof of what I purchased and what the problem is. I get 1 response a day from customer service, and it appears that my problem is no closer to a resolution than it was when it first occurred.

Please, explain to me what the holdup is? Why would I ever purchase anything ever again after going through this?

brcarl42

I'm having a similar issue. I made a purchase yesterday (August 30) shortly before the maintenance/update. I got a Google Play receipt but never got my White/Black bundle pack.

Just emailed support; we'll see what they say.

@Shibata, did you ever get resolution? If not, I think you can email Google and have them refund your money/credit.

Omega Red

Wow. This is still happening? This is really unacceptable. Let it be known to other forumites, CS doesn't have the tools or authority to properly credit a purchase and fix this on timely fashion. As far as this particular issue goes, CS is just a middle man, a filter between us and the devs who apparently are the only ones with power to manually credit purchases. So when this happens and a dev here tells you to "open a CS ticket" as it is shown in another thread, he's basically sending you to bureaucratic purgatory for having the audacity of supporting this game with some real money.

I know this because I went through the same when they released SOI. Bought a Nahiri pack on thursday night. Had exactly the same problem as described, filed a support ticket immediately, got response at friday noon saying "please force stop the application and see if this resolves the issue". I eventually sent them screens with my proof of purchase and my account info. Late friday they responded with the same "your ticket has been escalated for review" **** and I'm like "what the hell I just paid for the damn thing and sent evidence what needs to be reviewed?!" I wasn't so patient as OP. On friday night, 24 hours after my purchase and having experienced this lousy customer service I requested a refund from Google, which I got within seconds, no questions asked. No way I was going to let d3 hold my money hostage the whole weekend.

To whoever is in charge of this game: This should be at the very top of your priorities. People are spending actual, real, hard-earned money in your application and you are unable to provide the product as intended. To make it worse, you force us to do the CS dance like we are another fool asking for compensation for the huge amount of bugs this game has. I wanted to buy Nahiri with real money. Since you couldn't make that happen as intended I got my refund and now I'll buy her with the crystals I've been earning in game. That's money you had in your pockets, money that you couldn't keep because your store is broken and your CS is useless. C'mon, do something! You are smart people. I don't need to tell you that a game that fails to credit in-app purchases is a game that won't last very long.

brcarl42

Admittedly we just went through a long holiday weekend, but still...

It's been a week since I submitted my problem with the Google Play store connection issue, and I still have no runes, no crystals, and no cards from the $24.95 I spent on this game.

When I emailed last Friday asking for an update, I got a passive-aggressive email stating that:

"Please understand that responding to your own ticket while waiting for our response will push your ticket to the back of our queue and delay our response times further."

In other words: don't call us, we'll call you.

This is very poor service -- no update, no status, nothing. If they don't send me something by tomorrow I'll contact Google Play and just get my money back.

Sad, because this is a fun game that's just riddled with bugs and poor support.