Bad customer service. Lacking global support.
This is a wonderful game to play as long as no problems arrive and you need customer service. Jr. Moderators can contact higher ups to receive time sensitive information. Some of the higher up seem to only work local times to themselves, while attempting to run a global game. For servers that don't share time with China, this is a big problem. Attached is correspondence from the forums they ask you to use when you have a problem. Turn around time for problem solutions are unacceptable. Attention needed Please Reply:4|View:65 Post time 3 day(s) ago | Show the author posts only Go to Page No. 1# I recieved this message in my ingame mail today. I have responded via email to the email address located within this message: We’re informed that there might be some problem with your recharge. For security concerns, we have to suspend your recharge for now. Could you please check your account and the card you used for recharge, as well as the payment history? We need you to make sure that all those payments were authorized by you. If you have confirmed about it, we’ll unlock your recharge then. If you have more question about this, please contact jiayz. Thank you very much for your understanding! I very much appreciate the due dillegence in protecting your customers financial information, however I made these charges, and I have sent email explaining my recharge issue with not only paypal but through worldpay when using any mastercard. Currently I can only recharge with my visa debit or through MOL with the use of Rixty. If someone could review the emails or give me another email to verify whatever information is need I would appreciate it. I would like to resolve this as fast as possible, no responses have been recieved by email as of yet. Would like to finish out the current events that close today. S619 PokePoints. johnsonprocurement... Last edit in 2016-10-25 Reply Favorites Edit Default Signature teir Jr. Player Moderator Posts：931 Post time 3 day(s) ago | Show the author posts only 2# hello the email blongs to a super moderator in witch im sure he checks it quite often and will reply as soon as he can Thank you Teir-JM Floor reply (1) Alright, thank you for your quick response as usual to forum post. You know what, maybe it's time to let it go. I'm asking a company to let me spend my money on virtual property which I will never own. The more times I experience issues the more I think about other ways to enjoy my time and money. Teir, I think you have been one of the quickest to respond to concerns. and since you can't say it, I understand your hands are tied in many cases and you can only repeat the information given to you by your higher ups. Hats off to you, I'm thinking the next issue I experience in game will seal the deal. It's getting more frustrating than fun. 2016-10-22 03:13 Reply | Delete Quick Reply teir Last edit in 3 day(s) ago Support Report johnsonprocurement... User Posts：6 Post time 2 day(s) ago | Show the author posts only 3# So far I have emailed chenxy and Jiayz for assistant with this matter. I am still waiting on a resolution. I was asked to check to make sure no unauthorized charges were attempted from my accounts. I have done so and responded to the email provided to me. Looking for someone that might actually be checking their email so I can get this over and done with. Floor reply (0) Quick Reply johnsonprocurement... Last edit in 2 day(s) ago Support Edit Default Signature johnsonprocurement... User Posts：6 Post time 1 hour(s) ago | Show the author posts only 4# 7:46 AM (6 hours ago) to me Hello: Thank you very much for contacting us about it. The lock on your account is for a temporary protection on your account, to avoid potential frauds. If there's no security problem on your side, we'll remove the recharge lock for you. Thank you very much for your understanding! After 3 days of no help with this I get this message, after responding to the super mod. But my account is still locked. Ask if anymore information is needed. Back to waiting. Can someone please get on this and take care of it all at once. Time to receive help in game is ridiculous. It started off a good gesture and showed positive security controls. But part of having positive controls is releasing all actions taken when correspondence is complete. Floor reply (0) Quick Reply johnsonprocurement... Last edit in 1 hour(s) ago Support Edit Default Signature teir Jr. Player Moderator Posts：931 Post time Half hour(s) ago | Show the author posts only 5# hello again i would state this in a reply as my method of communicating with super mod is much slower. thank you Teir-JM Floor reply (1) A respectable 24 hour turnaround would be good. However, assuming the two super mods I sent this message to don't work weekends, 72 hours is acceptable. To respond and not fully take care of the problem at that time, bad customer service. Your saying your ability to talk to your higher ups takes longer than that, this is unacceptable. How can you give customers better service if you can't get answers yourself in a timely manner. The system is flawed.