Page 2 of 3 FirstFirst 123 LastLast
Results 11 to 20 of 22

Thread: New Township Bug Banning Innocent Players -- Support Will Not Help!

  1. #11
    New Member
    Join Date
    Jun 2020
    Posts
    10
    Quote Originally Posted by _DD_ View Post
    hi Brian,

    you can find the official info about the forum closure here:

    https://forum.playrix.com/showthread...=1#post1661504

    Read it to the end

    Re. the quoted conversation in post #6 above, I'd have the (just curious) question where you reacted to this part:
    >> If you can't open the game for any reason, kindly try the following:
    1. Follow the instructions in this article: http://bit.do/fiTCS
    2. Let us know the results by replying to this message. Please make sure to mention your device model and the OS version. <<

    as it is not totally clear to me, in which direction to read (newest on top or earliest?), and whether it contains all answers?
    Did you do that, and reply to it?


    Yeah the newest communications are up top, they get older as you read further down. I did reply to it, and they still haven't replied to me with a real person yet.

  2. #12
    New Member
    Join Date
    Jun 2020
    Posts
    10
    Well folks, this is my last post. Support at Playrix is atrocious. I can say I will never give this company another dime of of money. Still getting the run around, sent emails, web chat forms, in game chats from Gardenscapes even because I can't open the support window in Township anymore. Every contact is a canned response, and that's if you get a response at all. I believe the agent working my case is intentionally not responding and ignoring me waiting for the 30 day deletion to occur. And nobody else will help me because they think somebody else is on the case (not true, haven't been contacted in over 10 days).

    Look at this sad excuse for support:
    ### Do not reply below this line ### June 17, 2020, 05:02 +0000 Hi!
    Thanks for reaching out to us and we're sorry about the delay in our response.
    I can see that one of our agents is already dealing with your issue (#8208885), therefore I'll close this one, so we'd not keep a duplicate issue open.
    Have a nice day. Playrix Customer Support June 15, 2020, 04:56 +0000 Dear player, due to the reasons related to the COVID-19 coronavirus, we're operating with a limited team. The response time of our support specialists may be longer than usual. We apologize for the inconvenience and appreciate your patience. Stay safe! June 15, 2020, 03:58 +0000 Please reply to this message. The agent who is reviewing this case is not responding, and I respectfully request that somebody else on your team please work with me to resolve this before your systems permanently delete my account.



    Sent from my Samsung Galaxy smartphone. Playrix Customer Support June 15, 2020, 03:56 +0000 Dear player,

    We've received your request and we’ll be in touch very soon! While you're waiting, please check out our Web Support Portal - https://playrix.helpshift.com/webchat/a/township/. We hope it'll help and you'll keep enjoying the game! But if you're still experiencing problems, please reply to this message. We're always here to help you!

    Township Support Team June 15, 2020, 03:56 +0000 Support will not assist me, need escalation please

    Hello,

    I am a loyal paying customer. A software defect in your Township for Mac product resulted in your fraud detection systems to flag my account for banning when it tried to link my Android Township to the Mac version.

    Your support team subsequently has flagged my account for deletion within the next couple of weeks. When I contacted them, they refused to listen to my case history and are relying on the same faulty data that caused the game to ban me in the first place to justify ignoring me and permanently banning me.

    I ask only that somebody at Playrix please work with me in good faith to see allow me to prove that I have paid for all my hundreds if not thousands of dollars worth of purchases and to restore my level 86 Township before this system glitch deletes my Township town forever.

    Sincerely,

    Brian Swanson
    Township Town: Wayward Pines (Level 86)
    Coop Code: HPNC9V (Happiness)
    Google Play: KogaTrek (brian.j.swa....@
    Facebook: brian@.....
    Last Google Play Purchase ID: GPA.......

  3. #13
    Senior Member
    Join Date
    Jul 2016
    Posts
    1,181
    I so wish we could help you.
    Playrix are letting everyone down, showing they really don’t care, as long as players spend money.
    You are not the only one they are ignoring, it has become impossible to contact them.
    Makes a complete mockery of the interview recently in which it was said they spend all day attending to tickets, think those tickets must be for their vending machines...they need coffee right.
    This bug or whatever it is has been around for years.. if Playrix cared they would have solved it long ago.

  4. #14
    Gold Member _DD_'s Avatar
    Join Date
    Jul 2016
    Location
    Germany
    Posts
    8,978
    I am so sorry to read this, Brian; thanks for writing this here.
    It's so sad what Playrix' CS - or other employees - have become. I also wish we could have helped, but how, if they either don't react or don't read.

  5. #15
    New Member
    Join Date
    Jun 2020
    Posts
    10
    Quote Originally Posted by _DD_ View Post
    I am so sorry to read this, Brian; thanks for writing this here.
    It's so sad what Playrix' CS - or other employees - have become. I also wish we could have helped, but how, if they either don't react or don't read.
    I have been un-banned!!!! I'm so relieved. This was so stressful. I feel for everyone else this has happened to and I hope it doesn't happen to me again. Best wishes everyone!

  6. #16
    Senior Member
    Join Date
    Jul 2016
    Posts
    1,181
    Ohhhhh that’s the best news I’ve heard in a long time.
    Hopefully it won’t happen again, it shouldn’t now they know you are legit.
    Shame you missed out on stuff though, still your back and that’s the main th8ng.
    Good luck for the future,
    Enjoy your game

  7. #17
    Gold Member _DD_'s Avatar
    Join Date
    Jul 2016
    Location
    Germany
    Posts
    8,978
    Quote Originally Posted by brianjsw View Post
    I have been un-banned!!!! I'm so relieved. This was so stressful. I feel for everyone else this has happened to and I hope it doesn't happen to me again. Best wishes everyone!
    SO happy to hear this, Brian! I do believe it is a nightmare. We have lost a few ppl over this (forumers).
    Indeed, there were a few ppl to whom it happened again - but then one knows what to do, I guess

    Speaking of which: any advice from you for other ppl to whom it happens - or was it indeed "just" patience and perseverance?

    And in any case: thanks for the info and BEST wishes and MUCH fun to you, too! :sunny:

  8. #18
    New Member
    Join Date
    Jun 2020
    Posts
    10
    Quote Originally Posted by _DD_ View Post
    SO happy to hear this, Brian! I do believe it is a nightmare. We have lost a few ppl over this (forumers).
    Indeed, there were a few ppl to whom it happened again - but then one knows what to do, I guess

    Speaking of which: any advice from you for other ppl to whom it happens - or was it indeed "just" patience and perseverance?

    And in any case: thanks for the info and BEST wishes and MUCH fun to you, too! :sunny:
    Unfortunately, I am not entirely sure what combination of actions helped me. As you know, I had you contact them on my behalf, I also entered numerous web tickets. I do not believe using the in-game chat was helpful in resolving this, nor was trying to contact them through another game like Gardenscapes. The support agent who removed my ban was one that I reached using the web chat form, not the in-game chat. I phrased my question as follows:

    "I cannot contact you with the in-game chat. The system banned me the instant I opened my mobile Township in Township for Mac. This is a known bug according to forum moderators. Please unban my Township. The original chat id with my Township information is ......."

    From there, I received a system reply about responses being delayed due to COVID-19, and then to reply if I still needed help.

    I then added the following details to my ticket:

    Township Town: .......
    Coop Code: .......
    Google Play: user id and email address
    Facebook: email address
    Last Google Play Purchase ID: GPA.nnnn-nnnn-nnnn-nnnnn (purchase ID)

    Finally I received the good news about 5 days later:

    "We double-checked your account, and it turned out that our system marked you as a cheater by mistake.

    You are now entirely restriction-free. Please accept our sincerest apologies for the inconvenience and let us know if you need our help with anything else in the game. Have a lovely weekend!"

    Hope this helps anybody else who is unfortunate enough to have a similar problem. See you all on the Facebook Group. Thanks for all your help everyone!

  9. #19
    Senior Member
    Join Date
    Jul 2016
    Posts
    1,181
    Thank you for leaving that for future reference Brian.
    Sadly some of us, including me, will not be able to join you on Facebook.
    So all the best with your game,
    Have a fun time and a happy future gaming

  10. #20
    Gold Member _DD_'s Avatar
    Join Date
    Jul 2016
    Location
    Germany
    Posts
    8,978
    Yes, thank you, Brian - your description will at least encourage others to keep trying (to reach THAT CS agent *g*).

    I'm not on FB either, so we won't meet there, but maybe you'll find your way to the Unofficial new forum, where a few of the players from here will gather.
    All the best and Happy Gaming!

Tags for this Thread

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •