Alright this happened a while back but I had some major projects to finish at work and haven’t had a chance to share this. Also for the most part I tried to remind professional in this conversation and never insulted them. Note, even tho I had asked for refunds in the past, I never got any, so technically this was the first time I really took a strong interest in it.
Yes is gonna be a bit of a read, I will try to cut it as short as I can.
I miss clicked and speed up a building using rubies instead of speed ups (about 4/5k rubies not too much). Knowing that as long as is not a common occurrence PG often returns the rubies, I contacted support and asked if I could get my rubies back.
Now after some back and forth I kept getting the same answer over and over again which was basically this.
Now at this point I knew he was lying, I obviously asked around and asked if anyone had gotten a ruby refund in recent times. Found about three players, who had gotten it within the same week. I asked PG when this new policy of “No exceptions” was introduced to see if it matches and it was introduced after these players got their refund. After they ignored this question over and over again while they kept sending me the same copy/paste reply, I finally got this.
Guess what happened after I gave them a username? Yea they ignored it and gave me the same reply as always.
End of the day, I said f*** it, maybe they are taking a strong stance on this now and shit is only 5k rubies.
(In total there were about 20+ replies back and forth in this ticket)
Now this is where it gets really funny… months went past, and I heard someone in my team just got a 7k ruby refund for the exact same issue. I did some digging and a bunch of people had gotten a ruby refund way after my issue and this quote by Ralph T just kept popping on my head.
"Due to many false claims in the past, we had to take a strong stance on this issue, so we decided not to provide compensations on accidental events. It may seem a rather harsh policy, but we had no choice - and we can’t make any exceptions now."
So I opened a new ticket and literally this happened…
After a single reply this lady gave me the rubies back, the same exact rubies I had lost several months ago… This had me laughing so hard and surprised the shit out of me so I went ahead and ask her whats up with my previous ticket? Did they literally lied to my face when they said “we can’t make any exceptions now.”?
And I got this…
Now whats the moral of the story? PG’s support can result in a very different outcome depending on who you get. Also don’t be surprised if they throw straight lies at you to try and close your appeal.
@Arelyna I think this will be a nice read for you.