ComplaintsforMachine Zone

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have not gotten any support for my account in Game of War. I have spent thousands but I have gotten any support and now they wont even review my support tickets.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Paid for items and food not receive them

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In September there was a ******** add something about getting a child's car seat they're going to charge my card a dollar when it went through it was actually $2 and then in October my card was charged ***** and ********************************************************* monthly for inzonegames I never signed up for anything I'm not a gamer I wouldn't sign up for anything related to this at all and when I try to talk to the company about it they just say you're unsubscribed you won't be charged anymore

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have played the machine zone game game of war demigod for 6 years. I am well versed in the game. The past 4 months, during the super ************, have had errors in my game which I reported to customer service with proper documentation which included very detailed videos and screenshots (attached in this complaint). The customer service team assured me each month it was being handled however each super ************ has same issue continuing. It is a timed 24 hour event, most time on super wonder wins, the errors delay time on wonder. My game account has used massive materials and resources to compete in unfair tournament. 4 months is not a small issue its neglect and bad business.Mz being aware of the issue continued to hold monthly super wonder tournaments which cannot be played fairly. I have been patient and ignored. It is appears that mz is letting the great game go to garbage and the customers pay to play an unfair poorly maintained game blindly. Under ************ Unfair Competition Law,(which is the location of MZ), this a violation. UCL defines unfair competition to include ANY, "unlawful, unfair, or fraudulent business act or practice." I have been a loyal player and this is unfortunate I have been forced to submit this issue.

  Business response

  02/10/2023

  Hello,
  
  Thank you for bringing this to our attention. I do see that in request ******** you were provided a solution to your concerns.
  
  If you are still not satisfied with this resolution, I would like to encourage you to please open up a new support ticket, as I do not currently see an open request, and work with our support agents and they will help to try and find a resolution to your concern.
  
  Once again, thank you for bringing this to our attention.

  Customer response

  02/16/2023

   
  Complaint: 19350176
  
  I am rejecting this response because:

  This has happened 4 months, I have been ignored and never resolved. They sweep it under rug. The communication with mz customer service has been silent 8 day see screen shot attached. 
  Typical answer open a new ticket. I need the words the issues is fixed 

  the game is ending and mz continues to hold the false fair tournaments - the server are sub par and my belief they cant handle the traffic. They are committing fraud with holding tournaments that they know have issues and errors. 

  They give no indication that the issues are fixed. They say the same thing open another ticket it has been happening for over 4 months  
  
  Sincerely,
  
  ***********************

  Business response

  03/03/2023

  Hello,
  
  Thank you for reaching out about this. I've taken a look through your account associated with this email ******************** but do not see any recent emails in regards to your concerns. 
  
  Please submit a new ticket and work with one of our customer support agents who will be happy to try and find an acceptable resolution for you.
  
  We look forward to hearing back from you.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I as well as many others in my server have sent MZ tickets to try to rectify an issue that allowed a small number of players to get an abundant amount of in game items for free, which has a real world(pack value) value of well over $1 million. This issue in turn is causing the remaining 99% of players, to spend real money in order to defend our investment. Under California's Unfair Competition Law,(which is the location of MZ), this a violation. UCL defines unfair competition to include ANY, "unlawful, unfair, or fraudulent business act or practice." Giving less than 1% of the player free items and making the remaining players having to spend to defend their investment is an unfair act. It is my opinion that the 99% should receive the same advantage. MZ support has done nothing to help. They reply "the team is aware of this issue" being aware and doing something to resolve the issue are two different things.

  Business response

  02/02/2023

  Business Response /* (1000, 5, 2023/01/25) */ Hello, Thank you for bringing this to our attention. I do see in request #******** you were provided a solution to your concerns. If you are still not satisfied with this resolution, I would like to encourage you to please open up a new support ticket, as I do not currently see an open request, and work with our support agents and they will help to try and find a resolution to your concern. Once again, thank you for bringing this to our attention. Consumer Response /* (3000, 7, 2023/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as making this issue resolved. The ticket ******** you referred to with a solution was, we are investigating, do not reply because will will not get back to you. This is not a solution this is an admission that there is unfair practices and telling me I will be wasting my time replying. I did give you a solution, I asked for what was given to others and did all the math for you with screenshots showing I was not asking for more then was given to others, that was in that email threat from the ticket you have indicated in this reply ********. Again please resolve this issue properly so we can both move on with this. Thank you. Business Response /* (4000, 9, 2023/02/01) */ Hello, Thank you for reaching out about this. I've taken a look through your account associated with this email *********************** but do not see any current emails in regards to your concerns. Please submit a new ticket and work with one of our customer support agents who will be happy to try and find an acceptable resolution for you. We look forward to hearing back from you.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  State #**** has been protected and Machine Zone refuses to open it because the one player (**********) in that state spends on 5-6 bases (base names below) ************************************************************ This is unfair to other players who play the game like normal, and Machine Zone ignores any player that sends in a ticket, saying they need the State for New players, which isn't True, because no new players play this expensive game. I've sent 100 tickets about this and i'm ignored. There a player who spends 20x times more then this individual and they don't have their own Isolated State, they decided to leave the game last month due to this. They don't agree with Machine Zone. Giving a advantage to one player and leaving the rest out. The active remaining players request that the state is open and ready for anyone to enter it and play fairly in a safe environment and allow everyone to compete for that CP, not just one player.

  Business response

  12/12/2022

  Business Response /* (1000, 5, 2022/11/30) */ Hello, Thank you for reaching out about this. I've taken a look through your account associated with this email********************* but do not see any current emails in regards to your concerns. Please submit a new ticket and work with one of our customer support agents who will be happy to try and find an acceptable resolution for you. We look forward to hearing back from you. Consumer Response /* (3000, 7, 2022/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because it's always the same automatic reply. Open State **** and allow everyone to fight for that************** instead of giving it to one player with multiple bases. all ran by one person. Business Response /* (4000, 9, 2022/12/09) */ Hello, Thank you for reaching out about this. I've taken a look through your account associated with this email********************* but do not see any current emails in regards to your concerns. Please submit a new ticket and work with one of our customer support agents who will be happy to try and find an acceptable resolution for you. We look forward to hearing back from you.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/16/22 I purchased catch up max pack that included a guaranteed max attuned expansion chest i took a screen shot of the purchase and the chest in my inventory it stayed there for over a week then I noticed it missing one day and emailed mz they proceeded to tell me that what I bought was not released yet so they took it away (the only reason I bought the pack was for that chest) then they told me they had removed it from all the people's accounts that bought it but this is not true I have access to other accounts that still have it in their inventory currently. They then replaced the chest with a low level item that I do not need because I have a lot of them already and would not return what I bought or give me a refund for it they stopped responding to my emails and leave the ticket open so I can't create a new ticket it just gets "combined" with the original ticket I have emails proving that they agree that I bought said chest and that they removed it and gave me something else a big BAIT AND SWITCH.i just want what I paid for returned to my inventory. But fauther action seems to be required as they are performing illegal things still like this.

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/10/13) */ Hello, Thank you for reaching out about this. I've taken a look through your account and I see that you are currently working with a representative in ticket ********* Please continue to work with the agent to get a resolution to your concerns. We look forward to hearing back from you.

• Initial Complaint

  07/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have spent hundreds of thousands of dollars on this game and they have removed items from my account that are extremely useful to me that I have made purchases to be among the elite players. This has effected my account negatively and not allowed me the proper things. It took the company a month and a half to replace some of the things wrong but have not completely fulfilled their obligation. I have spent well over $200,000 with them but will settle for the $25,000 I've spent this past year.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/08/03) */ Hello, Thank you for bringing this to our attention. I do see in request #******** you were provided a solution to your concerns. If you are still not satisfied with this resolution, I would like to encourage you to please open up a new support ticket, as I do not currently see an open request, and work with our support agents and they will help to try and find a resolution to your concern. Once again, thank you for bringing this to our attention. Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They offered me $99, I spent thousands of dollars and everything was not working as it was supposed to be. They took away things that I had previously had to make purchases to get and are attempting to buy me out with $99! Business Response /* (4000, 9, 2022/08/05) */ Hello, Thank you for reaching out about this. I've taken a look through your account associated with this email*********************** but do not see any current emails in regards to your concerns. Please submit a new ticket and work with one of our customer support agents who will be happy to try and find an acceptable resolution for you. We look forward to hearing back from you.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This game has a lot of big spenders. In the last few months alone I've spent thousands and thousands maybe around 3 or 4k. Its a pay to win game. You buy these 100$ packs to keep up with the top of game. So when I buy these packs it's under the pre tense I'm paying to win. But my account is not working as intended. This is not the first time my account has been tampered with. But even if its not on purpose I've sent screenshots and spreadsheets! Of data pointing out discrepancies and what the problem probably is (I'm human doing math better than computers? I don't think so. They should already know the problem) But I am getting ignored now. For example tickets usually take 2 or 3 days and done problem fixed. It has now been two months. I was spending like a mad man thinking It was pay to win but I never had the option of winning and the developers made sure of it. I just want my money back for the last 4 months though I've been playing for almost 4 or 5 years. They should have the exact amount of money that has come from my account in the last 4 months

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/07/31) */ Hello, Thank you for reaching out about this. I've taken a look through your account associated with this email ********************* but do not see any current emails in regards to your concerns. Please submit a new ticket and work with one of our customer support agents who will be happy to try and find an acceptable resolution for you. We look forward to hearing back from you. Consumer Response /* (3000, 7, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email is ******************** and my account name is************. I also have screenshots of how no one understood the problem or answered me until I brought up the bbb Business Response /* (4000, 9, 2022/08/03) */ Hello, Thank you for reaching back out about your concerns. As previously mentioned, we are unable to process any refunds as per our Terms of Use, all sales are final on items that have been delivered in game. That said, please continue to work with an agent in support ticket who will assist you in finding an alternate and acceptable resolution. Thank you again for bringing this to our attention.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to play their game "Game Of War" for many years. I have encounter numerous issues with game play that have been reported over the years (2016 - 2022). The current problem was reported years ago and is currently ticket XXXXXXXX. The problem is "unable to complete skill tree for 550 hero. Many tickets have been submitted under this name and others. Each time I get a placate sounding reply and no action. I've asked for concrete information and they reply with words to the effect of 'thank you for you patience. I've asked for a refund, they denied. Help

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/03/23) */ Hello, Thank you for bringing this to our attention. I do see that you are currently working with and agent in support ticket (********). That said, please continue to work with an agent in support ticket who will assist you in finding an alternate and acceptable resolution. Once again, thank you for bringing this to our attention. Consumer Response /* (3000, 7, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) For years I have brought this issue to MZ and each time they acknowledge receipt, said we're working on it and closed the ticket. Many attempts to find concrete stays have resulted in "we're working on it", no follow up, status, timeline, probable cause, etc. I want a refund Business Response /* (4000, 9, 2022/04/06) */ Hello, Thank you for reaching out about this. I've taken a look through your account associated with this email (****************) but do not see any current emails in regards to your concerns. Please submit a new ticket and work with one of our customer support agents who will be happy to try and find an acceptable resolution for you. We look forward to hearing back from you. Consumer Response /* (4200, 11, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are not listening. I submit a ticket and is subject to summary execution with No Action. By the time this reply goes out, you read it any ticket I open would already be closed. Look at tickets; XXXXXXXX, XXXXXXXX, XXXXXXXX, XXXXXXXX, XXXXXXXX. Is that enough to provide proof that I've made numerous attempts to get you to fix this and each and every time there is NO ACTION TAKEN, and each ticket was closed with no action. Business Response /* (4000, 13, 2022/04/19) */ Hello, Thank you for reaching back out about this. We've taken a look through your account associated with this email but do not see any current emails in regards to your concerns. We do ask that you submit a new ticket and work with one of our customer support agents who will be happy to try and find an acceptable resolution for you. We look forward to hearing back from you. Consumer Response /* (4200, 15, 2022/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1: It took you 12 days to respond to my last. I explained why there would be no open ticket should I open yet another. Mute. 2: Multiple facts seem confusing to MZ, so... 3: Do you understand that another ticket will not be in the system based on your response time.?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩