Gameloft Customer Service Review
Gameloft is a company that offers many mobile games. Many of these games are free and rely upon ads and people making in game purchases for revenue. These games can be played and enjoyed without making any in game purchases for premium content, but the problem I have is with their customer service.
Several of their games that I have played and enjoyed stopped working after I was forced to do a mandatory update to continue the playing the game. The last game I was forced to install a mandatory update on August 15, 2013 that caused the game to keep crashing on start-up. If you post your issue in their forum, this is their canned response:
“Hi there! I’m sorry that you’re experiencing such issues! You’ll need to go on our Support website http://support.gameloft.com/ and you can check our FAQ page of the site http://support.gameloft.com/OnlineAndSocial/ and find a solution to your issue. If your issue isn’t described in there, you can fill a form that would be sent to the Customer Care Team and they will get in touch with you as soon as possible. Thanks and have a nice day! “Their FAQ and Known Issues page never lists the problem that you are having even though looking at the forums you can see there are hundreds of people with the exact same issue.
If you told them you already opened a support ticket you will get this repsonse:
“Hi! Can you please tell me your ticket id? Thank you! “Once you give them your ticket id you get this response in the forum:
“Hello, I have asked our agents to contact you. Take care! “I have never once seen a solution to an issue posted in the forums or an expected fix date. Now that I have shared the forum experience with you let’s go to the email experience that occurs when opening a support ticket.
First you get this automated response, (I have removed the ticket ID):
“Dear Gameloft Player, Thank you for contacting Gameloft Customer Care. We are sorry to hear that you’ve had an issue and we aim to resolve your problem quickly. This automated response confirms that we have received your message. Your request is being processed, and we will reply as soon as possible. Responses are typically sent within 3 business days. Your ticket ID is: xxxxxxx. Please keep and refer to this ticket ID in any follow-up emails on this subject. While our Customer Care specialists are reviewing your issue, you can speak directly with our staff and with fellow players on our official game forums: http://forum.gameloft.com/. You can also find helpful tips and up-to-date information about our games in our FAQ: http://support.gameloft.com/? lang=en Rest assured, we will get back to you as quickly as possible. We appreciate your patience and your support. Without feedback from great fans like you, we wouldn’t be able to keep improving our games. Best regards, Gameloft Customer Care”
Five days later I got this email:
“Hello, We apologize if you are having difficulties with the application. We recommend you to reinstall the game in order to solve this issue. Your level, money and units will be saved. If you will loose progress please contact us in order to compensate looses. I rest at your service if you have any other questions or concerns. Kind regards, ——————————- Anastasia Customer Care Agent http://www.gameloft.com/ http://support.gameloft.com/”First thing I noticed was that the Customer Care Agent used the word “loose” twice instead of the word “lose”. Since I had not spent any cash on premium items in the game and the only thing I had to “loose” was the time I had invested into the game so I followed the instructions above. This fixed the game so it no longer crashed on startup and I did not “loose” any of progress in the game, but there are still bugs in the game that were not there before the mandatory upgrade and it still occasionally crashes.
Five days after following the instructions above, I got this email from Gameloft:
“Hello! Thank you for your letter to Gameloft Customer Care. We are very sorry for what has happened. It would be very helpful for our development team if you could send us the save file of the game in order to fix the crashing issue. Below are the instructions to get the local save files: 1) Download iExplorer and install it: http://www.macroplant.com/iexplorer/ 2) Connect the device to your computer 3) Launch iExplorer 4) Select game’s folder in the left panel e.g. com.gameloft.Epic in the left panel 5) Select Documents 6) Copy all files from right panel to a temp folder (Please note that Copy /Paste does not work and all files need to be dragged and dropped 7) Zip this folder and send it to Gameloft. Thanks! ——————————- Anastasia Customer Care Agent http://www.gameloft.com/ http://support.gameloft.com/”
How will following these instructions solve the problem of the game crashing on startup when I had already deleted the app and reinstalled it? Looking in the forums today, there are still hundreds of people experiencing the crashing issue and many people are complaining it has been 10 days or more since they opened a support ticket with no response. Others who followed the same instructions I did are now complaining in the forums as they spent cash to purchase premium items and now those premium items are gone. They opened support tickets to recover their premium items with no response at this time.
While I have enjoyed playing Gameloft mobile games, one of the reasons I play games to to relax and uwind at the end of the day. When playing a game becomes frustrating due to bugs and crashes in the game, it fails to meet that need. Unless Gameloft can improve their customer service and/or stop releasing versions of games with bugs, I will certainly not spend any of my hard earned cash on any of their games and they may potentially “loose” me as a player.
P.S. You are not allowed to include Gameloft employee’s responses in posts to their Forum as it is against the Forum Guidelines. Your post will be edited and that portion will be deleted by Gameloft employees. I just wanted to share the solution I got with others who are looking in the forum for an answer.
Do you have any customer service experiences, good or bad, that you would like to share with us?