I am having the worst of the experiences with Gameloft support. I was happy playing Asphalt 8 on my Lumia 620. Sometimes the game lagged but it was something rare, and for a 512Mb RAM device one can't really complain. I never had an issue that wasn't on my part, like losing my progress due to a reinstallation of the game. However, I was so excited about this game that I decided to spend some money on it. Last update brought some nice features, including payment through operator (career). Since I didn't have a credit card, it was great news for me, I could finally give something back in return for Gameloft's work. So, I bought a class S Car pack., the most expensive in the In-App Purchase system for Asphalt 8. The game opens the Messaging app and prepares a message with a code to be sent to a random number. I sent the message, I got charged with 50 Bs (local currency, Venezuela), that's about 6 USD. I didn't receive a confirmation message. After some minutes, I went back to the game and a messaged was shown "Transaction Failed". But, how come? I was charged, and I received nothing in return. I opened a support ticket, as something similar happened with a purchase from Order and Chaos: Duels. It's been a week since I opened the ticket and sent all the detailed information, including screenshots, and gameloft agents haven't been capable of solving my problem. These agents say they can't check my purchase (How is that my problem?), but they could check my purchases in Order and Chaos: Duels (problem solved in that case). I haven't heard anything from these agents since Sunday, so it's been three days of total silence about this issue. I mean, I cannot see why Gameloft would release a buggy feature without proper testing, charge users with no guarantee of their purchase, and don't have the decency as to at least attempt to solve the issue. I am not asking for compensation, I want what I paid for.
Moreover, this is a serious issue. You can't go on charging people like that and then not giving them what they paid for. Windows phone users are serious customers, we like to pay for good services. There's no piracy in windows phone, especially not for In-App purchases. Payment methods are always welcome as long as they're reliable. You need to guarantee your customers that they will receive what they are paying for. You are introducing this payment method which, if fully functional and glitch-free, can result in a great income to your company. In my country, Venezuela, people love video games, when it comes to gaming there's a huge revenue to be made if the proper approach is taken. You can check on esea.net how many venezuelans pay for premium services of the sort. I am a very important member of the gaming community here. I even worked as an admin in a e-sports league with offices in your country. This experience of mine allows me to say with no doubt that if you establish a regular and reliable channel of payment, such as the one through operators that you used, with no glitches, plenty of users will pay for your services. But, failures like the one I reported, and such a disappointing customer care and aftermarket support, will only force faithful users like me to make formal complaints to operators resulting in obstacles to the establishment of said payment channels. I am sure that by now I am not the only venezuelan having problems with Gameloft purchases. I suggest you to stop charging users in Venezuela until you figure it out, or at least, guarantee a satisfactory customer support so users with this issue get what they paid for.
In relation to your customer support, I cannot help but feel very disappointed. I acted in good faith, allowing you to take your time to solve this issue. It was OK if you kept my money, really. My only purpose was to be of help in terms of solving payment issues because I trusted Gameloft and I really want venezuelans to have the ability to pay for your services. However, such disrespectful manners and all the time I have lost, which for me is more valuable than the money I paid, have made me reconsider my thoughts towards Gameloft. Moreover, this is my last resort. I am counting on you, agent Ryan, to pull the right strings, to attend in a more respectful manner to my support ticket. I am open to help for free. I am engaged to a gaming community, and that is why I want your payment system to succeed. But, if my good faith will continue to be treated the way it had been, I have nothing to do but to inform the gaming community of your abusive practices, and fire alarms in regards to your new payment method.
This is my ticket ID, feel free to contact me through that way. Again, I am very open to help: 8255065
Thanks, in advance, Ryan, and sorry for the noisy post. It was utterly necessary.
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