Hello! I have contacted you via private messages. Please check it and specify the requested data.

Hello Pavel, 

it was 1 week ago less or more. during the building event with sketches on reward.

I think i've spent 3k or 4k sapphire with that bug.

Br

if the chrome's history does not lie, it was January 5th

Thank you. I have checked the game logs and see that the purchase was not a free boost, but the boost (12085 minutes) of the Hall of Shadows to Lvl 16 for 3545 Sapphires. Since the bug has not been confirmed, this case is not eligible for an reimbursement.

The investigation will be continued only in case we have the exact ways to reproduce the issue. Thank you for your cooperation!

hello Helen , you have closed the report but that's not correct...when i've clicked on the button it was "Free Boost". you can bring back the hall of shadows to lv. 15... there's no problem but i haven't spent my sapphire to boost that art....so please bring me back my saphhire!! 

waiting for your answer

Br Samuele

hello Helen , you have closed the report but that's not correct...when i've clicked on the button it was "Free Boost". you can bring back the hall of shadows to lv. 15... there's no problem but i haven't spent my sapphire to boost that art....so please bring me back my saphhire!! 

waiting for your answer

Br Samuele

Agent Pavel said:

samuelebe said:

hello Helen , you have closed the report but that's not correct...when i've clicked on the button it was "Free Boost". you can bring back the hall of shadows to lv. 15... there's no problem but i haven't spent my sapphire to boost that art....so please bring me back my saphhire!! 

waiting for your answer

Br Samuele

Samuele, we will be able to consider reimbursement for you only in case we confirm the bug. If you are able to reproduce the issue, please specify the exact steps. We will test the feature and in case the bug is confirmed, we will be able to continue the investigation of this case. 

so you are asking him to risk losing more saphs to reproduce the issue?  lol wow

While solving bugs is important so is customer satisfaction.

Your customer Samuelebe is not asking for a freebie. If you thoroughly read his posts you will see that he has suggested to bring back his hall of shadows to lv 15. 

Sometimes bugs occur, but are almost impossible to reproduce. All that is known is what it looked like when it actually occurred. 

If bug solving is so high on your agenda I would expect to see members of your QA team active on this forum.

First thing: Thanks Jezebel for being on my side.

To PAVEL : That was my first time ( in 4 or more years ) that i contact Plarium for a problem and i think it will be the last.

If i can't prove something i will never have something back from you so i'll never try again (that's the minimum risk). 

When something unexpected happens, it is impossible to have evidence. 

Thanks anyway for the help.

In the future I will be careful to choose where to spend my little money.

Br

Samuele

This thread is a textbook example on how NOT to treat a customer. 

Limad said:

Give the guy his sapphs back, revert the changes, happy customer. Just because you can't reproduce it on your test server doesn't mean squat. I can reproduce the issue 100% of the time when selling Hero gear. Those screenshots are about 5 mins old. So, it IS a bug. If you look at my account, does the middle step show up in any of your logs? 

Limad your Great!!!!! 

Thats is the same thing appened to me!!!! 

Those are the exact steps but i've clicked on step 2 when the button was Free and i've lost my sapphire!!! 

Thank you again Limad

Hi everyone, thanks for your suggestions on improving customer service, we are constantly working on it. When we have the possibility to help players and compensate, we always do that. Nevertheless, it is worth mentioning that all our reimbursements are limited by the compensation policy. We do not downgrade buildings, as there are some changes in the game, which cannot be reversed. 

Regarding the screenshots above, were the Sapphires deducted after you clicked "Free"? In case of Samuelebe, he boosted Lost art and Hero item for free, but in the game logs I see the boost (12085 minutes) of the Hall of Shadows to Lvl 16 for 3545 Sapphires. So the Sapphires were not deducted for the free boost of a Hero item. I have tested various scenarios with free boost and upgrade buildings and the Sapphires were never deducted for free boost. 

I'm afraid we can compensate only if we confirm the bug. Currently, we were not able to confirm it. If you have any additional details about how to reproduce it, we will check once again. 

It's easy to dismiss bugs YOU can not reproduce as non existent.

However for a commercial company thats not really an acceptable practice.

Since you are trying to improve your customer service - why don’t you start today with Samuelebe.

If you look at Limads screenshots carefully you can see exactly what happens. Many of us have seen the green free button appear in various upgrade situations before it reverts back. A simple search on on the forum yields further reports of the same issue. Unless this is an intentional game feature to lure people into clicking this is a bug.

Limad said:

Ok, here's another example. I admit it's not directly related to the original sequence, but so far I've shown I've been offered an inappropriate free boost for Hero gear and Lost arts. If I'd clicked on the Free boost options I'd have been charged Sapphs. 

Once again, screenshot 2 is the problem. That message / offer shouldn't appear. 

Can we agree there's a problem here and the OP should get his Sapphs refunded?

Limad, please note that this thread is related to another issue, which is described in the initial post. Samuelebe has been boosting a Lost Art upgrade and a building upgrade has been boosted instead.

As for your screenshot 2. I can see that the upgrade time is not indicated in the progress bar, as it should be. 

This means you have made the screenshot when the progress bar has been still loading. I have tried to reproduce this issue, and the Free boost button appeared for a second. After that, the regular boost button replaced the Free boost. However, I have managed to press the Free boost button, and nothing happened. The Sapphires have not been withdrawn. Thus, the bug has not been confirmed since all objects in the game need some time to load. And the free boost button appears since it can be stored in your browser's cache, after you use the free boost for other upgrades. 

If you experience other issues in the game, please submit an individual topic with your question specified in it. We will be able to continue the investigation of the issue reported in this thread only if we are able to reproduce the issue on our side. Moreover, the question of reimbursement can be discussed only with Samuelebe individually in case we confirm the bug. 

So its counter-intuitive but technically not a bug?

Agent Pavel said:

Limad said:

Ok, here's another example. I admit it's not directly related to the original sequence, but so far I've shown I've been offered an inappropriate free boost for Hero gear and Lost arts. If I'd clicked on the Free boost options I'd have been charged Sapphs. 

Once again, screenshot 2 is the problem. That message / offer shouldn't appear. 

Can we agree there's a problem here and the OP should get his Sapphs refunded?

Limad, please note that this thread is related to another issue, which is described in the initial post. Samuelebe has been boosting a Lost Art upgrade and a building upgrade has been boosted instead.

As for your screenshot 2. I can see that the upgrade time is not indicated in the progress bar, as it should be. 

This means you have made the screenshot when the progress bar has been still loading. I have tried to reproduce this issue, and the Free boost button appeared for a second. After that, the regular boost button replaced the Free boost. However, I have managed to press the Free boost button, and nothing happened. The Sapphires have not been withdrawn. Thus, the bug has not been confirmed since all objects in the game need some time to load. And the free boost button appears since it can be stored in your browser's cache, after you use the free boost for other upgrades. 

If you experience other issues in the game, please submit an individual topic with your question specified in it. We will be able to continue the investigation of the issue reported in this thread only if we are able to reproduce the issue on our side. Moreover, the question of reimbursement can be discussed only with Samuelebe individually in case we confirm the bug. 

Hi Pavel, as you wrote :"I have tried to reproduce this issue, and the Free boost button appeared for a second " you had reproduced this issue. 

If you click on it in that second you spend your sapphire to boost instead of have a free boost or a message thet say "that Free Boost is impossible".

I'm an user and i don't know WHY it happend to me ( browser cache, flash player, ecc...)  but it happened and it wasn't my choice and for that i'm here to ask you a refound ( i'm not here to receive charity ).

Thank you for all the time spent with this problem. 

BR

Samuele

samuelebe said:

Agent Pavel said:

Limad said:

Ok, here's another example. I admit it's not directly related to the original sequence, but so far I've shown I've been offered an inappropriate free boost for Hero gear and Lost arts. If I'd clicked on the Free boost options I'd have been charged Sapphs. 

Once again, screenshot 2 is the problem. That message / offer shouldn't appear. 

Can we agree there's a problem here and the OP should get his Sapphs refunded?

Limad, please note that this thread is related to another issue, which is described in the initial post. Samuelebe has been boosting a Lost Art upgrade and a building upgrade has been boosted instead.

As for your screenshot 2. I can see that the upgrade time is not indicated in the progress bar, as it should be. 

This means you have made the screenshot when the progress bar has been still loading. I have tried to reproduce this issue, and the Free boost button appeared for a second. After that, the regular boost button replaced the Free boost. However, I have managed to press the Free boost button, and nothing happened. The Sapphires have not been withdrawn. Thus, the bug has not been confirmed since all objects in the game need some time to load. And the free boost button appears since it can be stored in your browser's cache, after you use the free boost for other upgrades. 

If you experience other issues in the game, please submit an individual topic with your question specified in it. We will be able to continue the investigation of the issue reported in this thread only if we are able to reproduce the issue on our side. Moreover, the question of reimbursement can be discussed only with Samuelebe individually in case we confirm the bug. 

Hi Pavel, as you wrote :"I have tried to reproduce this issue, and the Free boost button appeared for a second " you had reproduced this issue. 

If you click on it in that second you spend your sapphire to boost instead of have a free boost or a message thet say "that Free Boost is impossible".

I'm an user and i don't know WHY it happend to me ( browser cache, flash player, ecc...)  but it happened and it wasn't my choice and for that i'm here to ask you a refound ( i'm not here to receive charity ).

Thank you for all the time spent with this problem. 

BR

Samuele

I have managed to press that Free Boost button. But the Sapphires have not been withdrawn. Regular boost window appeared instead and the price has been specified in the window. Also, I have been boosting the Hero's Equipment before and I've been trying to reproduce the issue via Incognito mode to make sure this is not the cache issue. 

Dear Lords

i think all this could not happen if there were a confirmation window for every sapphire purchasing

in this way even with the bug first free button changening to boost with sapphires button could be avoid with the confirmation window

hope some day the devs take this suggestion in consider for all sapphires purchases

Regards