Shadow D.A. said:

Sergey,

I am glad to hear that these issues have not fallen on deaf ears. Thank you for your response . Leadership such as that is exactly what this community is looking for. I hope that with some time these important matters can be resolved. It sounds to me as if you are looking into this and are utilizing your time to fix things properly. Looking forward to seeing the results. Thanks again for your input, quick response, and concern. 

And thank you for your understanding, Captain!

Of course, we're working on bug-fixing and problem solving permanently. It is our job. 

So if you will find a bug or something like that, or if you just face some issue in the game, please don't hesitate to write about it here. I'll do my best to help you.  

Sergey,

Your team did a great job at finally fixing the bug that did not allow us to play on mobile. Thank you for your help.

As it pertains to this forum topic. I have noticed more and more cases that are being closed without actually being resolved. Many of them scripted responses as if they are automated directly following a closed case. Are you certain that the plarium support center is not using bots? I have a lot of upset members/ plarium customers. I hope that this can be resolved in some manner. I understand that sometimes general questions are asked but when players have legitimate concerns about the gameplay, bugs, or desired updates it is unfair for support to simply say that the engineers have looked into it and have found no issues/ we will look into it without any reply back again. This not only applies to complex request but also simple ones such as what are the size requirements for pictures on custom bh emblems or if we can increase the max level prizes from 155 to a higher number. Some of my members have been playing for years and the levels are simply not high enough. There are more issues but if they can not solve the simple problems and just close cases at their whim what is the point of customer support then? Any help in this matter would be appreciated. Thanks. 

Shadow D.A. said:

Sergey,

Your team did a great job at finally fixing the bug that did not allow us to play on mobile. Thank you for your help.

As it pertains to this forum topic. I have noticed more and more cases that are being closed without actually being resolved. Many of them scripted responses as if they are automated directly following a closed case. Are you certain that the plarium support center is not using bots? I have a lot of upset members/ plarium customers. I hope that this can be resolved in some manner. I understand that sometimes general questions are asked but when players have legitimate concerns about the gameplay, bugs, or desired updates it is unfair for support to simply say that the engineers have looked into it and have found no issues/ we will look into it without any reply back again. This not only applies to complex request but also simple ones such as what are the size requirements for pictures on custom bh emblems or if we can increase the max level prizes from 155 to a higher number. Some of my members have been playing for years and the levels are simply not high enough. There are more issues but if they can not solve the simple problems and just close cases at their whim what is the point of customer support then? Any help in this matter would be appreciated. Thanks. 

Hello, Sir!

Many thanks for your constructive criticism. Unfortunately, sometimes our Support specialists get too many requests from players. Just imagine: there are about 250 million players from all over the world are playing our games. And of course, we are forced to use some "standardized phrases" for all the requests regarding the same in-game issue. And that's why sometimes our Support responses looks like "robot responses".

But you're right we should implement some improvements to Support's workflow. And as I was informed we'll see some positive changes very-very soon.