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    Better Support

    So I opened a ticket and I argued with this one specific support rep for over 2 months about the flying tube not working, instead of ever lifting a finger to try and fix the issue or take me seriously the only thing I ever got was deflection. Several generic statements like “we can’t do anything this is managed by your region and the ad companies.” So this goes on for months where I don’t see any ads u til finally around Halloween time an update comes out that says “fixed flying tube issue”..... well that’s funny I could have swore I told this guy 3 months ago it was an issue and I kept getting pushed back and support gave me litterally 0 effort to even try and look into the issue. But magically after the update my tube is working again. So I sent support back a message and this one guy again state “this was not a related issue” well dude, that’s funny because it’s working after your company announced its fixed. Honestly maybe this is just fuming here but if you can post 5,041+ posts on a forum, why is it so hard to take people seriously in a support ticket? Are you really that vain that your going to run from trouble and hide in the forum to feel better about yourself? Anyhow you know who you are and what you have done, and now the community knows how you feel posting updates and playing on the forum is more important then actually offering support for an issue. Anyhow I wish the best for you and decided to put you on blast because treating people like they don’t have an issue and avoiding trying to help them is not good customer support at all. Hopefully this is a mistake you will learn from but given how stubborn you were in the support ticket I doubt it. Anyhow have a good day, maybe next time I have an issue you will actually try to listen to me and give me an honest effort, I litterally provided screenshots, videos, everything and you still refused to give me any effort. Anyhow Creep out

    #2
    Playa only embed the service and though they can't provide support to a service they don't own. If no clients buy ads from the ad company to be displayed in your country, there won't be any video.
    [CENTER]
    Please read the [URL="http://forum-int.sfgame.net/showthread.php?t=4"]Board Rules[/URL] and the [URL="http://forum-int.sfgame.net/showthread.php?p=39291"]Allowed language on the International Forum[/URL] before posting. Thank You.
    [/CENTER]

    Comment


      #3
      I am "that one guy". In our long conversation I have explained a couple of times that we are not in charge as Fyber/Trialpay (depending on the offer) is. It is a fact that we cannot help you as it is not in our power. We only embed the service, but in case of problems only Fyber/Trialpay can help you.

      Example: We are a video game company and only offer coupons for free pizza, but if the restaurant runs out of pizza or you do not like the taste, you need to contact and complain to the restaurant and not the video game company.

      By the way, my "we fixed the Flying Tube in the app" only meant we fixed a bug. Of course the number of ads shown is not affected as it depends on clients of the ad company and if ads are bought for your country or not. The update did not magically fix a problem, but it was a coincidence that some ads were bought for your country and displayed then.
      Last edited by Leander; 22 November 2019, 01:28 PM.

      Shakes & Fidget Community Manager


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        #4
        What I always wonder regarding this topic, if I have an issue with the flying tube that fiber is in charge of, do I have the option to contact some fiber support?

        Because its often said that playa cant do anything, but does that mean I have to contact another support?
        S&F's Tavern - https://discord.gg/XWfSwe3

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          #5
          Yes of course. Click on "Mushrooms" -> "Offers" -> find the offer you had and click the support link below.

          Shakes & Fidget Community Manager


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            #6
            So if someone is having an issue none of you are going to bother picking up a phone or emailing the “third party” and let them know there is an issue. I’m so confused by this.... it doesn’t matter who is responsible, I don’t have any access to the third party at all. In the end it is still your responsibility if your customers are experiencing an issue to use your resources and what the customer provides you and to work with the third party until the issue is resolved not reply to the person who you are trying to support and say “we are not responsible for this” playa games themselves added a mechanics to the game which need this feature for example “collect 1000 lucky coins” if your not going to support ads in any way shape or form and just decide to be lazy and not send my videos or emails off to this said third party then you ar won’t supporting a feature that you have placed in the game. The bottoms line all excuses aside is that we as customers have or had no power in this issue and instead of pushing me to the side, you should have served as mine our our advocate and worked with this third party to resolve this issue. But again, all I’m seeing in this forum are excuses. It’s all or nothing guys.....


            How would you feel if an electric pole broke outside your house and the electric company didn’t fix it “because it’s the lumber companies issue” this is litterally that exact same scenario. This wouldn’t ever happen because the electric company would report it on our behalf and work with the lumber company to get a new pole.....

            That is how it should be but instead all I see are excuses.... like it is really sad and disheartening that you guys think it is ok.....


            Plus Leander I told you months ago it was an issue, then when you guys announced a fix I send you an email back telling you it’s working and your reply is “no it was a separate issue”

            What should have happened is you should have replied and asked me for information I can actually provide to help correct the issue. Instead you reply asking for things that don’t exist on the client side, then when I tell you that I can’t come up with a “video ID” you pretty much told me to pound sand and that you do t care that I was having an issue. I sent you videos showing that there was no “video ID” that could be obtained. What you should have done is thanked me and opened a case with this said third party. But no, you instead decided to deflect me like I’m a no one and start spewing out a bunch of crap about why you don’t want to even try and fix the issue. I work customer support for a living it’s all about what you do and how you treat people. But asking us for something that doesn’t exist and telling us that you aren’t responsible for something is not reasonable or something you should do. This would have been a very different conversation if you had simply been honest with me from the start instead of deflecting and sending me down the rabbit hole to look for something that doesn’t exist.

            I could have opened a ticket and helped you guys work with third party by providing you videos had you given the effort but no one wanted to pick up a phone or send an e-mail to them it seems. Seems all we got as customers was treated like a joke and excuses as to why not instead of trying to correct the issue. All I was simply saying is you have time for 5000+ posts on the forum but not enough time to send a simple email to the ad company(or
            Give them a call)and reply back that you are working with them for me? You guys could have met me known it was already a known issue that you guys are working on, but no one appeared to have done so. I understand English may be a second or third language but do me a favor and go to your local college and find an English professor. Ask them to analyze the email you have sent and they will tell you the exact thing I am now.

            It appears as if you guys are doing nothing for the issue

            You are just finding reasons why you can’t help me instead of exploring the options that you do have available

            You attempted to deceive me and lied to me by asking for a video I’d which we can’t obtain on the client side.

            I’m not trying to be a jerk or sore on this issue but you guys seriously need to understand that beyond the excuses you guys had several things you could have done but chose not too. Those choices you made have shown your lack of concern that your customers and clients show have an issue. I too have developed apps on the App Store, I know how ads work. You get paid when people view ads, albeit only like a penny an ad but it adds up. So also by not working with me you lost your company several dollars a month from me alone five the last few months. Say 10000 people had the issue theres $20,000 you tossed down the drain simply because you didn’t want to send an email or pick up a phone to call the ad company.

            Have I made my self clear enough to where you see my point yet? If I haven’t then there really is no hope for anyone here...

            If you really think that you are right about the way I was treated and how you acted then please, please, please invite the CEO, CFO, owner of playa games to view this post and forward my emails to them. Please let him give me a phone call telling me I’m wrong here. Maybe I will ask him for a “soul ID” or something like that he can’t provide as a means of deflection so he can clearly understand there is an issue.

            Comment


              #7
              Originally posted by Leander View Post
              Yes of course. Click on "Mushrooms" -> "Offers" -> find the offer you had and click the support link below.
              Those aren’t ads those are trial offers that require you sign up for something or download an ap and achieve a certain milestone. Way different then ads.

              Comment


                #8
                Originally posted by CreepyBullets View Post
                So if someone is having an issue none of you are going to bother picking up a phone or emailing the “third party” and let them know there is an issue. I’m so confused by this.... it doesn’t matter who is responsible, I don’t have any access to the third party at all. In the end it is still your responsibility if your customers are experiencing an issue to use your resources and what the customer provides you and to work with the third party until the issue is resolved not reply to the person who you are trying to support and say “we are not responsible for this” playa games themselves added a mechanics to the game which need this feature for example “collect 1000 lucky coins” if your not going to support ads in any way shape or form and just decide to be lazy and not send my videos or emails off to this said third party then you ar won’t supporting a feature that you have placed in the game. The bottoms line all excuses aside is that we as customers have or had no power in this issue and instead of pushing me to the side, you should have served as mine our our advocate and worked with this third party to resolve this issue. But again, all I’m seeing in this forum are excuses. It’s all or nothing guys.....


                How would you feel if an electric pole broke outside your house and the electric company didn’t fix it “because it’s the lumber companies issue” this is litterally that exact same scenario. This wouldn’t ever happen because the electric company would report it on our behalf and work with the lumber company to get a new pole.....

                That is how it should be but instead all I see are excuses.... like it is really sad and disheartening that you guys think it is ok.....


                Plus Leander I told you months ago it was an issue, then when you guys announced a fix I send you an email back telling you it’s working and your reply is “no it was a separate issue”

                What should have happened is you should have replied and asked me for information I can actually provide to help correct the issue. Instead you reply asking for things that don’t exist on the client side, then when I tell you that I can’t come up with a “video ID” you pretty much told me to pound sand and that you do t care that I was having an issue. I sent you videos showing that there was no “video ID” that could be obtained. What you should have done is thanked me and opened a case with this said third party. But no, you instead decided to deflect me like I’m a no one and start spewing out a bunch of crap about why you don’t want to even try and fix the issue. I work customer support for a living it’s all about what you do and how you treat people. But asking us for something that doesn’t exist and telling us that you aren’t responsible for something is not reasonable or something you should do. This would have been a very different conversation if you had simply been honest with me from the start instead of deflecting and sending me down the rabbit hole to look for something that doesn’t exist.

                I could have opened a ticket and helped you guys work with third party by providing you videos had you given the effort but no one wanted to pick up a phone or send an e-mail to them it seems. Seems all we got as customers was treated like a joke and excuses as to why not instead of trying to correct the issue. All I was simply saying is you have time for 5000+ posts on the forum but not enough time to send a simple email to the ad company(or
                Give them a call)and reply back that you are working with them for me? You guys could have met me known it was already a known issue that you guys are working on, but no one appeared to have done so. I understand English may be a second or third language but do me a favor and go to your local college and find an English professor. Ask them to analyze the email you have sent and they will tell you the exact thing I am now.

                It appears as if you guys are doing nothing for the issue

                You are just finding reasons why you can’t help me instead of exploring the options that you do have available

                You attempted to deceive me and lied to me by asking for a video I’d which we can’t obtain on the client side.

                I’m not trying to be a jerk or sore on this issue but you guys seriously need to understand that beyond the excuses you guys had several things you could have done but chose not too. Those choices you made have shown your lack of concern that your customers and clients show have an issue. I too have developed apps on the App Store, I know how ads work. You get paid when people view ads, albeit only like a penny an ad but it adds up. So also by not working with me you lost your company several dollars a month from me alone five the last few months. Say 10000 people had the issue theres $20,000 you tossed down the drain simply because you didn’t want to send an email or pick up a phone to call the ad company.

                Have I made my self clear enough to where you see my point yet? If I haven’t then there really is no hope for anyone here...

                If you really think that you are right about the way I was treated and how you acted then please, please, please invite the CEO, CFO, owner of playa games to view this post and forward my emails to them. Please let him give me a phone call telling me I’m wrong here. Maybe I will ask him for a “soul ID” or something like that he can’t provide as a means of deflection so he can clearly understand there is an issue.
                Yes before anyone says it I am well aware of my 100+ grammar errors due to having to type on a small iPhone screen with a small iPhone keyboard.

                Comment


                  #9
                  Sorry but why don't you undestand a "we are not able to help you as a different company is responsible as it is THEIR service and they have the technical tools?" (offers)

                  If you buy pizza and give it away to friends and they do not like the taste, they need to complain to the restaurant and not to you. You only gave it away, but didn't bake it.

                  I don't understand why you cannot accept a fact. Instead of contacting the company IN CHARGE (takes some seconds), you keep complaining for weeks, which does not change anything.

                  I wish I could help you, but it is not in my power.

                  EDIT And ads are not provided by us. We only embed an empty tube and clients are free to buy ads from the video ad company. Just imagine a street that belongs to us. We only place an empty advertising column there. People can go to the video ad company, buy ads from them to be displayed in certain counties...and the ad company puts them on our advertising column...if the column is empty because no ads have been bought for your country or region, we cannot change it...as the ad company is responsible. All we can do is report a faulty video to the ad company and they will remove it.

                  Here's the FAQ entry:
                  https://forum-int.sfgame.net/showthread.php?t=6290
                  Last edited by Leander; 22 November 2019, 07:22 PM.

                  Shakes & Fidget Community Manager


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                    #10
                    Originally posted by Leander View Post
                    Sorry but why don't you undestand a "we are not able to help you as a different company is responsible as it is THEIR service and they have the technical tools?" (offers)

                    If you buy pizza and give it away to friends and they do not like the taste, they need to complain to the restaurant and not to you. You only gave it away, but didn't bake it.

                    I don't understand why you cannot accept a fact. Instead of contacting the company IN CHARGE (takes some seconds), you keep complaining for weeks, which does not change anything.

                    I wish I could help you, but it is not in my power.

                    EDIT And ads are not provided by us. We only embed an empty tube and clients are free to buy ads from the video ad company. Just imagine a street that belongs to us. We only place an empty advertising column there. People can go to the video ad company, buy ads from them to be displayed in certain counties...and the ad company puts them on our advertising column...if the column is empty because no ads have been bought for your country or region, we cannot change it...as the ad company is responsible. All we can do is report a faulty video to the ad company and they will remove it.

                    Here's the FAQ entry:
                    https://forum-int.sfgame.net/showthread.php?t=6290


                    In this case we don’t know who you have doing your ads so we don’t know who the Resturant is or how to reach them, you would have to be an advocate for it. Maybe tell us who is doing the ads and how to reach them we aren’t psychics and can’t read your minds. So unless you clearly state who they are and how to reach them you will be accountable to reach them until such time it is clear. If you don’t release that information then your not offering support like the name “help and support” would indicate

                    As you can clearly see I have no problem speaking my mind. If you would have helped and provided support in how to reach them I would have taken it up with them. Your example with the pizza is a bad one though it’s like saying your son is on vacation somewhere and you don’t know where but you got a message saying he is hurt, are you going to call every hospital in the entire world? No you would reach back out to whomever sent you the message and get more info- in the case of our support case they would just sent you another message stating “hurt is your son” I mean this is quiet literally the only option you provided and somehow you think it’s a reasonable one? Incase you didn’t notice I told you the same thing twice “your son is hurt” “hurt is your son” but still never bothered to give you the information you need to proceed forward. It’s quiet litterally what you did to me, please review the email chain.
                    Last edited by CreepyBullets; 22 November 2019, 09:30 PM. Reason: Correcting

                    Comment


                      #11
                      Originally posted by CreepyBullets View Post
                      In this case we don’t know who you have doing your ads [...] Maybe tell us who is doing the ads and how to reach them
                      FLYING TUBE / ADS:

                      1) They aren't "our" ads. We only embed the Flying Tube with ads.

                      2) Clients contact the ad company and not us and buy ads from them to be displayed in a country of their choice, but not from us...we aren't involved.

                      3) Make sure not to use a popup blocker as it might keep ads from appearing.

                      4) If no ads are available, we cannot change it nor is the ad company able to...it simply means no client bought ads to display.

                      5) If an ad is shown and does not give you lucky coins, report the video by sending a support ticket to us! Important: We need the video ID and product! Sometimes only a black window pops up without an ID. In this case we cannot do anything. If an ID is displayed, we will forward your report to the ad company and they will remove the faulty video from the pool of ads.

                      If no ID is displayed, we are not able to report the faulty video as nobody knows what product would have been advertised. An empty or black window is just an empty window and "Ad company, please remove the video resulting in an empty window as it does not work" does not make sense because nobody knows which video in the pool of videos causes this error. In this case, everybody has to wait till the faulty video expires and will be removed from the video pool automatically.

                      ===========

                      OFFERS FOR FREE MUSHROOMS:

                      If an offer for free mushrooms does not give you your reward, you need to contact the company in charge. We only embed the service, but cannot send you the mushrooms in case of problems. Click on "Mushrooms", "Offfers" and find the one you had. The support link is displayed under every offer.

                      If no offers are available, we cannot change it as the companies Fyber or Trialpay are responsible.
                      Last edited by Leander; 23 November 2019, 12:44 AM.

                      Shakes & Fidget Community Manager


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                        #12
                        The old we need a video ID I have had at least 20 different videos and ALL have had the same number. I dont mean brand "x" 20 times I mean Brands A-Z had bad videos with the same ID so how are they to know which one and TBH if I sent a ticket for each video that didnt work it would be a full time job. I could understand one happening once in awhile but when 75% dont work by either just gray screen to watching a video and getting no lucky coins. this means there is something very wrong with either a- the embedding which i dont feel that is the issue but more with option b- how send 3rd party is delivering send videos. I would assume that if players are not getting credit for watching the videos that Playa is not as well but I am very sure the 3rd party is getting their money from the ad providers because if they werent (as the rock would say) you can beat your candy arse that it would be fixed within an hour.
                        have fun, fight hard, die honorably

                        Comment


                          #13
                          Originally posted by Leander View Post
                          FLYING TUBE / ADS:

                          1) They aren't "our" ads. We only embed the Flying Tube with ads.

                          2) Clients contact the ad company and not us and buy ads from them to be displayed in a country of their choice, but not from us...we aren't involved.

                          3) Make sure not to use a popup blocker as it might keep ads from appearing.

                          4) If no ads are available, we cannot change it nor is the ad company able to...it simply means no client bought ads to display.

                          5) If an ad is shown and does not give you lucky coins, report the video by sending a support ticket to us! Important: We need the video ID and product! Sometimes only a black window pops up without an ID. In this case we cannot do anything. If an ID is displayed, we will forward your report to the ad company and they will remove the faulty video from the pool of ads.

                          If no ID is displayed, we are not able to report the faulty video as nobody knows what product would have been advertised. An empty or black window is just an empty window and "Ad company, please remove the video resulting in an empty window as it does not work" does not make sense because nobody knows which video in the pool of videos causes this error. In this case, everybody has to wait till the faulty video expires and will be removed from the video pool automatically.

                          ===========

                          OFFERS FOR FREE MUSHROOMS:

                          If an offer for free mushrooms does not give you your reward, you need to contact the company in charge. We only embed the service, but cannot send you the mushrooms in case of problems. Click on "Mushrooms", "Offfers" and find the one you had. The support link is displayed under every offer.

                          If no offers are available, we cannot change it as the companies Fyber or Trialpay are responsible.

                          Ok well then as stated before post the phone number/email address/contact information for the ad company. if you want us to discuss it with them then tell us who they are.....

                          Let me state something you have said several times “we embed” meaning there is something you do, and you actually have to do more then “embed” otherwise we wouldn’t get lucky coins for rewards. You can say “we only embed” all you want but we all know that’s hogwash.

                          1)So if all you do is embed does that mean you guys are letting the ad company have access to your game code to actually create the display for the flying tube? of so that’s pretty poor business practice, why don’t you go ahead and email me a copy of your code while you are at it.

                          2) you are involved because we receive an ingame reward for viewing the ads. If you have 0 involvement with this process then no one would get any rewards for viewing ads because how would you know we are watching ads to provide us a reward. Unless again you are letting the ad company access YOUR COMPANYS CODE, then you are 100% involved and there are things on your side that you should have the ability and knowledge to check. If you would have at least done that it would be great but you immediately blame someone else before checking a single thing. All that I am saying is you didn’t even try....

                          3) I’m on an iPhone, I don’t have a pop up blocker

                          4)I live in the United States, we are an ad happy country, you probably make more money off of ads from the us then any other country because we like to waste our money.

                          5) have watched several videos and don’t see an ID number anywhere, if you could please find an iPhone and watch a video and post a tutorial of where it is at that this “video ID” is at then please do. If not then maybe you can see what I am talking about for yourself.... oh wait you don’t care enough to even try your probably going to blame someone else as to why you can’t test with an iPhone, that’s the normal trend here....


                          Anything else I can dissect?
                          Last edited by CreepyBullets; 24 November 2019, 05:22 PM.

                          Comment


                            #14
                            If you expect the support to reachout through an third party you propably didnt have all to much support contact till now xD
                            Though I dont find information on whom is in charge for videos too, based on Leanders answer I thought it would be fiber too.

                            If you get no tubes its most likely there are no adds for u, if u think there should be adds for u because you live in the us, what should playa do about it? Film some adds on their own?

                            I can very well understand if support is ignoring you.
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                            Comment


                              #15
                              Support for name - change

                              Moreover , i asked about 3 weeks ago , from support , to change my name on w36 ... But no response .....
                              I can't understand how diffucult is it to just change a single name

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