Abysmal Customer Support.

I recently raised a ticket due to players respawning due to a glitch when doing the current World Cup event. I had completed all but one buff only to discover when I next logged in that all but 3 of the opposition camps had respawned I was offered a tiny fraction of the buffs required to complete the adventure or the opportunity to have the adventure completed but not receive the loot. This of course left me with the option to either complete the adventure with buffs I needed for the next one, or cancel the adventure. This of course meant that either way the entire event was ruined. No amount of pleading with the support team who seemed not to understand the game at all would move them to resolve the issue in a manner that would allow me to complete the event properly.

A game that requires daily logins and considerable amounts of time and effort that can be destroyed by a technical problem of no fault of my own that support refuses to rectify is not worth playing. I have bought every incarnation of Settlers since its inception and am disgusted at the treatment I have received by BB. With regret I urge all those playing to consider whether the investment of time and money is worth it for a company that sticks two fingers up at their customers when their glitch wastes weeks of gameplay.

Don't give up. I lost a level 5 building due to a technical glitch when I tried to move it, I was offered the upgrade resources to get it to level 3 and told if I didn't accept it then they would retract the offer and give me nothing. After a heated discussion with an admin all of the sudden the whole cost of a level 5 upgrade was refunded.

Take note support/staff we should not have to do this when something is not our fault and you can clearly see it is not our fault.

I argued the toss for a fortnight and got nowhere and they closed the ticket. Totally spoilt my enjoyment of the game. I could live with the glitch, but I cannot live with the glitch and the bad attitude and dishonesty from Bluebyte. Will never give them another cent. Totally ridiculous to waste weeks of gameplay and generate such loathing and animosity from your customers that a handful of resources that would have cost them nothing would have resolved.

I will never pay a penny into this game after being called a liar by support.

That was their first line of defence. "Camps don't respawn" Oh so I'm lying am I? How dumb do you have to be to toss away a loyal customer of 20 years and get bad mouthed all over review sites as I have been doing all afternoon rather than fix your own mistake and hand over 200 footballs? Unbelievable hubris.

This is not good..............:-(

I must say that TSO support is a lot better than the support I've seen in other online browser games like Wartune. Here you get a reply within 1 day (my experience) And they have solved the issue very quickly, 1-3 days, yet again my experience for a very serious matter a long time ago, and still the best support I've seen in most online browser games.

To Support, keep up the good work :)

I'll concede they're prompt, but why bother if you're just going to tell the customer to get bent? A support crew that take the trouble to reply by calling you a liar, subsequently concede you weren't and still refuse to put things right is hardly good work. I suppose if you did OK there must be nothing wrong. Whilst pointing out that matters could be worse is fair enough, handing the support staff a round of applause in a thread containing a genuine grievance about clearly abysmal support is both deliberately provocative and an act of craven sycophancy.

Often the quality differ a lot when it comes to support.. Some really don't know more than what their sheet are telling them.. I've had a facepalm moment too..
I reported gems-charged-with-no-confirmation and eventually devs fixed it, but at that moment I was pretty much told there was nothing wrong and it was working as intended.

Well done you getting your gems back on that.

I got the "working as intended" line when I accidentally clicked on the "complete with gems button" for a side quest (the button being placed right next to the "close" button) - 250 gems worth deducted immediately with no request for confirmation. Ticket was closed after that response with no option for further discussion. Never got the gems back.

Another reason I would not buy gems on this game if a simple misclick can wipe it all out...

Well, I never got gems back there, but most important...devs fixed it...eventually.

Well, I had an issue where I accidentally blew 1.2k gems thanks to clicking the wrong Black Knights when bulk-buying in the shop.
I said it was an accidental purchase and I wanted to have them returned, but all the support came up with was a lame "You got what you paid for, so suck it up".

Yeah, I wonder if the same people would still feel their responses are adequate if they themselves were on the receiving end of it.

It's not the kind of service we expect in the 21st century, but hey - you can't expect everyone to already have evolved out of the Middle Ages where you could be happy to come out of a pub alive ;-)

I have found in most tech companies, especially gaming, it all comes down to the actual support person you end up with. Some are great, some I wonder how they got the job. Not sure how it works here, but I have had limited success elsewhere in raising a second ticket totally separate to the one they wont help on, and then getting a support person who actually does want to help and is not sitting in a job he hates.

So if you havent tried a second attempt, or ended up with the same person, sorry for the crap advice. But from your first comment I would be surprised if you are even reading this now. If that happened to me, I would be gone in an instant.

I cancelled a few troops building in the barracks with the x. Took a while to register and in the meantime the current build completed. Then instead of either A) Cancelling as requested or B) starting the next one leaving me unable to cancel it then decided to auto complete all those builds I'd cancelled. It was quite a few. Each time of course, it took gems. Upon my request to have the gems reinstated, I was told that I was not entitled as it happened due to "user input". They eventually begrudgingly offered half the gems in "good will". Good will is recognising the problem was caused by a game bug and not by any mistake I made (which I've done and copped). Told them then and there I wouldn't be spending more gems on the game until I could be confident my purchase was protected from errors on their behalf. I still am not and continue to feel it will never happen and so I still do not spend money. Really wish BB would take this seriously, poor service is the common link between many failed companies.

While I understand your frustration, I have looked through some of the tickets here and noticed a trend of leaving out important details from your communication with support that might paint a slightly different picture.

I am aware this is done due to the fact entire conversations with support can not be posted here due to the forum rules, but I do believe the very negative picture posted here is not entirely accurate.

This thread is now closed as support complaints should always be discussed within the according ticket.

Thank you!