This discussion was moved from other thread for being offtopic.

I am getting really frustrated with support. I have been told three times that I must have rejected the offer at level 100 and they checked that they can see I arrived at level 100 but since I rejected it I will not get the offer again. So I write and tell them I never received the offer. I get another email telling me sorry I rejected the offer and to keep an eye out I may receive a better offer in the game. So I write again saying I never received the offer I did not reject the offer. Then I get another message stating once you reject the offer it won't be offered again. Where is the banging my head on the wall smiley. I am so frustrated with Support. What part of the offer never showed up don't they get? I missed out on a great offer and support won't even acknowledge the problem. It is like if we are annoying enough she will go away.

I DID NOT REJECT THE OFFER ... I NEVER got it!

I'm very familiar with this companies lack of not only "Tech Support" but also their absolute inability and unwillingness to actually Help their players by even showing the smallest bit of Hunan emotion when showing interest or disinterest in an issue brought up by us, the ones who make it possible for them to stay employed in the first place.

What I would ask, firmly yet nicely is the following.....
( My husband is a software technician so I ask him how he would best respond to your question & how should it be put to the( almost choked out of sheer nausea to say the next 2 words ). Support Staff for this game.

If it was Me, this is how I would phrase my question.

" I'm sorry to continue with this question as I respect that you have a great deal of work on your plates but with that said,  as the code writer and animation department at full speed ahead all the time, Surely YOU can understand what is at stake for reaching level 💯 & ALL that comes with this great achievement that has taken ____________(<--inserted time table @ line.). I know you insist that I declined the 1st in a lifetime offer & I wholeheartedly Disagree.  We can easily settle this by you showing me declining the level 💯 offer!  You are the ones who have access to this proof and I ask that it be made available. ( I'm not sure 🤔 if &/or how much you have spent on this game ) 

More & more this game & the greedy makers have made it more about money 💰 than Dragons, so use that against them as well to get them to show their hand, as it were. Doesn't hurt to have screen shots of the opening page & the game on file just in case they ask for it.
Sorry for the looonng reply, I just wanted to be sure I covered as much as I could to help.

" I'm sorry to continue with this question as I respect that you have a great deal of work on your plates but with that said, as the code writer and animation department at full speed ahead all the time, Surely YOU can understand what is at stake for reaching level 💯 & ALL that comes with this great achievement that has taken ____________(<--inserted time table @ line.). I know you insist that I declined the 1st in a lifetime offer & I wholeheartedly Disagree. We can easily settle this by you showing me declining the level 💯 offer! You are the ones who have access to this proof and I ask that it be made available. ( I'm not sure 🤔 if &/or how much you have spent on this game )
More & more this game & the greedy makers have made it more about money 💰 than Dragons, so use that against them as well to get them to show their hand, as it were. Doesn't hurt to have screen shots of the opening page & the game on file just in case they ask for it.
Sorry for the looonng reply, I just wanted to be sure I covered as much as I could to help.

I do tech support for a living and the way that they handle support appalls me as I have done team lead and support for many years. I get so angry to be treated like I am stupid and haven't a brain in my head. I have told them 3 times the other never presented itself, but keep getting the same stupid reply of I must have rejected the offer and sorry I can't be helped. On top of it all, the offer would have been $100 I spent. What kind of company teaches their tech support to treat customers like they are stupid instead of fixing a problem?

Well I guess SP is not going to discuss it further as Emma closed my ticket and told me basically to bad to sad. That I rejected the offer and nothing they can do. And with closing a ticket no further discussion.

@Suzznee I don't know if Fox is based in the UK...but today is a bank holiday (we're a weird bunch, our holidays are based on banks taking holidays, lol). Try tagging Fox tomorrow about it...might be able to look into it for you.

Hello everyone,

I am sorry but had to move the discussion to the new thread as it was totally out of topic. Moderators and me would really appreciate if users stick to the topic as it creates extra work for us.

Now back to your question.

@Suzznee said in Problem with support:

I am getting really frustrated with support. I have been told three times that I must have rejected the offer at level 100 and they checked that they can see I arrived at level 100 but since I rejected it I will not get the offer again. So I write and tell them I never received the offer. I get another email telling me sorry I rejected the offer and to keep an eye out I may receive a better offer in the game. So I write again saying I never received the offer I did not reject the offer. Then I get another message stating once you reject the offer it won't be offered again. Where is the banging my head on the wall smiley. I am so frustrated with Support. What part of the offer never showed up don't they get? I missed out on a great offer and support won't even acknowledge the problem. It is like if we are annoying enough she will go away.

I DID NOT REJECT THE OFFER ... I NEVER got it!

I understand you are frustrated. CS has guidelines they need to follow. They do not know players personally and I can tell you that we do receive a lot of tickets players lying and trying to scam support. That is why CS have rules that they need to follow.

If players decline the level up offer and then after few days they change their mind and ask CS to give them the offer again, then the timing offer does not really make any sense, not to mention that it would be fair to give this chance to every player and that is not in support power to do, we have thousands of players and support cannot do this for each player individualy. Of course, there could be exceptions made but only in very rare cases.

Personally, I really trust you that you haven't received the offer. You can try to convince them, will send you PM.

BUT please, try to talk to the support nicely. Keep in mind that they deal with hundreds of tickets daily not to mention that if players use profanity or threats (yes, that happens a lot as well) they are entitled to not provide further support.
I know it can be sometimes frustrating for you but for them it is as well when they cant help players who play fair.

@OG-DCplayer said in Problem with support:

I'm very familiar with this companies lack of not only "Tech Support" but also their absolute inability and unwillingness to actually Help their players by even showing the smallest bit of Hunan emotion when showing interest or disinterest in an issue brought up by us, the ones who make it possible for them to stay employed in the first place.

What I would ask, firmly yet nicely is the following.....
( My husband is a software technician so I ask him how he would best respond to your question & how should it be put to the( almost choked out of sheer nausea to say the next 2 words ). Support Staff for this game.

If it was Me, this is how I would phrase my question.

" I'm sorry to continue with this question as I respect that you have a great deal of work on your plates but with that said,  as the code writer and animation department at full speed ahead all the time, Surely YOU can understand what is at stake for reaching level 💯 & ALL that comes with this great achievement that has taken ____________(<--inserted time table @ line.). I know you insist that I declined the 1st in a lifetime offer & I wholeheartedly Disagree.  We can easily settle this by you showing me declining the level 💯 offer!  You are the ones who have access to this proof and I ask that it be made available. ( I'm not sure 🤔 if &/or how much you have spent on this game ) 

More & more this game & the greedy makers have made it more about money 💰 than Dragons, so use that against them as well to get them to show their hand, as it were. Doesn't hurt to have screen shots of the opening page & the game on file just in case they ask for it.
Sorry for the looonng reply, I just wanted to be sure I covered as much as I could to help.

It is alright to help other players how to contact customer support, at the end that is what community is all about but keep in mind that you are in official Social Point forums and we would really appreciate if you would refrain from comments like these about Social Point.

@ss13 said in Problem with support:

@Suzznee I don't know if Fox is based in the UK...but today is a bank holiday (we're a weird bunch, our holidays are based on banks taking holidays, lol). Try tagging Fox tomorrow about it...might be able to look into it for you.

We are based in Barcelona so no bank holiday for us today, unfortunately. :)