Board Thread:Game Discussion/@comment-186.214.141.98-20180417144152

I was wondering if there was a complaints procedure in this game. I have lost a huge amount of content and am now being virtually ignored. Let me explain:

Over 2 months ago I noticed all body upgrades on all my cars (with the exception of cars with no body upgrades available - then all the suspension, or brakes upgrades) had disappeared. This affected over 140 cars! I am an elite level player, playing since 2014 and with all the series at 75% (plenty of 100%) or more and most cars follow at least the standard 'all 3's' upgrade tree (with plenty FU'd).

On the 9th February, I submitted a ticket, and on the 10th, received an automated reply. Since then I have infrequently been communicating with some guy there. I say infrequently because this guy doesn't really like to communicate, so sometimes a week or more goes by without hearing anything, and then only because I have sent repeated requests for a response! Have a look at the following timeline: 11/2 - Firemonkeys asked when this problem ocurred. I replied the same day. 14/2 Having not heard anything more, I sent an email asking how things were going. 19/2 Having still heard nothing, I sent another email expressing my concern. 20/2 Firemonkeys sent me an email claiming to have restored all content. 20/2 I replied that no content had been restored. 21/2 Firemonkeys asked for a screen shot of game settings board. 21/2 I sent them said screen shot. 23/2 Sent email complaining I hadn't heard anything (concerning screen shot) 26/2 They told me they were working on the problem. 6/3 I wrote complaining I hadn't heard anything and suggested transferring my ticket to someone willing ot keep me in the loop. 7/3 Apologies of sorts from them and I was advised the problem had been transferred to 'game team' who were now 'prioritising' my problem. 16/3 I wrote complaing I hadn't heard anything. 19/3 They asked me to compile a list of all cars affected. 21/3 I sent them the list requested. This took some time because I had to go through my garage car by car, trying to remember/decide how many upgrades it used to have. 22/3 They tell me they have (again) added all lost upgrades. 22/3 Having gone through all the cars again, I complain they haven't added anywhere near the number of upgrades missing. Infact, of a total of 458 upgrades, they had only returned 128. 25/3 They tell me they have added more upgrades. 27/3 I tell them they still haven't added all the missing upgrades, and send them a revised list, asking them to note the number of cars still with zero body upgrades. 28/3 I'm told that, as far as they are concerned, all lost upgrades have been redeemed. 28/3 I respond quite angrily (though politely) asking them how they think I have got to the level of completion that I have, while not ever upgrading the body of the cars (or suspension or brakes). At this stage there are still a whole bunch of cars with zero body upgrades! 28/3 They respnd saying a 'specialist team ' will look into it. 6/4 Having not heard anything, I ask them what is happening. 10/4 Having still heard nothing, I write complaing and point out some pertinent facts, namely it has been 2 months and there are still 52 cars either on zero body upgrades or with a token 1 upgrade added. I go through the list and. using this wiki site, calculate that I am still missing the equal of 2426 Gold in upgrades (I didn't bother to calculate the R$ because I have over 60 million so it really isn't an issue). I even suggested, as they seemed to be having so much difficulty, that they just give me the Gold and let me do the upgrading. 12/4 the write apologising and telling me they have added more upgrades. 13/4 I reply, stating they have added yet more token R$ upgrades and another 241 Gold value upgrades, meaning I am still down 2185 Gold, and there are still cars on zero body upgrades! I again ask to be transferred to someone who is better at communicating. Someone who can explain why they are so unwilling to return all the upgrades missing.

Since then I haven't heard anything more.

Thing is, it is blindingly obvious the upgrades went missing, and obvious they accept this fact, so the correct thing to do would be to replace all the missing upgrades, perhaps even erring on the side of generosity. The worst case scenario for them would be that a customer utilised a huge data loss problem of their causing to gain a couple of hundred extra Gold (I haven't) for the inconvenience suffered. I would have been happy and would probably have posted positive feedback on this forum. Basically a win/win.

Instead they have decided to resist as much as possible the return of all the missing upgrades especially Gold value upgrades, in a demonstration of extreme unjustified meaness!

So, is there a complaints department? A legal department perhaps? 