Board Thread:Game Discussion/@comment-33954631-20171213152825/@comment-33954631-20171213154532

Firemonkeys My activities Re: 100 gold time trial tournament group b not received.

This request has been rated as:

Bad, I'm unsatisfied With the following comment:

- too low reimbursement - no communication on the reported bug. Did I have it correct ? Was it in fact choosing "display results later" what caused me to not get the gold ? Will the bug be fixed ? I don't want to try again and not get another 100 gold, for you at FM are pretty cheap in reimbursing after bugreport.

Avatar Rock Itchw 9 months ago This is a follow-up to your previous request #455191 "100 gold time trial tournament group b not received."

BUG FOUND. READ CAREFULLY.

Today, march 27th 2017 I once more did not receive 100 gold for finishing in group B of the weekly time trial tournament. By now this happened to me at least 3 times of which I am very (100%) sure and another 2 times I am pretty sure of (but only 99%, not 100% to be honest).

I have done FM's job and found out what is the cause of all this, but let me first of all tell you that I think customer support is a big joke and you should be ashamed of yourselves for the way you did (not) handle this.

Now, what bug did I find ? When starting the rr3 app on mondays I get these screens from both weekly tournaments. I can choose to display the results now or later. When choosing the option to display the results later, I don't get the 100 gold and have not found a way to get them afterwards. When I choose to display the results now, I do get the gold.

Finding this out has cost me as said at least 300 gold, probably about or over 500. I have found a serious bug that applies at least to me, possibly to more players. I expect to be taken serious as a customer, which for me means first of all that reported bugs and problems are taken seriously. If not for the purpose of getting the gold I deserved by performance, then for creating a better gaming experience by eliminating bugs one by one.

I will consider leaving the game if this is not handled properly. I am in it for the fun, not for annoyance. I know I am just one of very many players and you probably won't be impressed by my consideration.

Regards,

Avatar Raounaq Williams 9 months ago Greetings,

Thank you for contacting Firemonkeys Support. We sincerely apologise for the delay in responding to you.

So that we may further investigate your request we will need to ask you a few questions.

1. What section of the game did this issue occur? 2. Did you experience a crash at any time? 3. Do you have any screenshots that may verify this issue? 4. Can you describe your issue in detail? 5. Did you receive an error message or code? 6. What version of the game do you currently have? Have you attempted to update? 7. Has your device been modified? (rooted/jailbroken) 8. What is your Country/Region?

Thank you for your patience while we investigate your request.

Looking forward to your reply.

Regards, Raounaq

Avatar Rock Itchw 9 months ago Hi Raounaq,

At least a quick response, though be it just a formality and of no use at all...sigh....

Requested information can be found in ticket 455191, and it was already there all the time.

Regards,

Avatar Rock Itchw 9 months ago 1 Not Applicable 2 No 3 No 4 On multiple occasions I did not receive 100 gold from finishing in group B in the weekly time trial tournament 5 No 6 Most recent ( Just won the 5th or so chevy ss) 7 No 8 The Netherlands

Avatar Raounaq Williams 9 months ago Greetings,

Thank you for getting back to us.

We sincerely apologise for the delay in responding to you and for the trouble you have recently experienced. We have organized a reimbursement in your game for you.

If this change is not applied straight away, please force-quit the game and restart it while you have an Internet connection. (The Internet connection is necessary for our servers to update your game.) If you're not sure how to force-quit apps on your device, see the [Force Closing Apps](https://firemonkeys.zendesk.com/hc/en-us/articles/200827840) article, alternatively reboot your device.

Thank you for your patience.

Should you have any further questions regarding this or any other issues, please do not hesitate to let us know.

Regards, Raounaq

Avatar Rock Itchw 9 months ago Hi Raounaq,

Thank you very much for reimbursing me 100 gold. I did not mis 1x 100 gold however. At least 3 times, probably about 5 times this happened to me. Even more important, were you at FM able to reproduce the bug and will it be fixed ?

Regards,

Avatar Raounaq Williams 9 months ago Hi Rock,

The development team is aware of the issue and it is being investigated.

Thank you for your patience and understanding while we resolve this issue.

Should you have any further questions regarding any other issues, please do not hesitate to let us know by creating a new Support Request.

Regards, Raounaq

Avatar Rock Itchw 9 months ago Hi,

Ok, nice to know the problem is acknowledged and being worked on.

I explained before how the bug cost me 3x 100 gold 100% sure and at least 2x 100 gold 99% sure. It takes some of these occasions before you start recognizing the pattern and can somewhat pinpoint what is going wrong. I feel I should be reimbursed somewhere between 500 and 1000 gold, or at the very very least 300 gold.

Regards,

Avatar Raounaq Williams 9 months ago Greetings,

Thank you for getting back to us!

Apologies for the inconvenience caused.

I do understand that you are quite upset with what has happened. Had I been into your shoes, I would have felt the same. But unfortunately, the Support Team is not able to compensate further for this issue.

Also If there is something else that we may assist you with, please feel free to contact us back.

Once again I appreciate your efforts and understanding towards this and thank you for giving us the opportunity to assist you with your issue.

Should you have any further questions regarding any other issues, please do not hesitate to let us know by creating a new Support Request.

Regards, Raounaq

Avatar Rock Itchw 8 months ago Too bad. That was the last bug I reported.

Avatar Raounaq Williams 8 months ago Greetings,

Thank you for contacting support and apologies for the delay in response. We regret that we have been receiving an increase in support requests recently that has resulted in delays.

I have reviewed your case and I am sorry to say we are unable to provide any reimbursements for this issue.

Sorry for the inconvenience caused.

Should you need help with anything else, please feel free to contact us again.

Regards, Raounaq

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