ComplaintsforMachine Zone

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've made several transactions on this app over the past few months, and ultimately discovered widespread cheating within the game that made my purchases essentially worthless. A large number of users leverage so called "pack loaders" to obtain items at significant discounts. What costs other users playing fairly $99 are obtained by these users for $70. And in a game where success is largely based on what is spent, this exploit has significant impacts. I've contacted the developer and provided evidence of the activity; however they have refused to address the issue or refund my money.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/11) */ Hello, Thank you for reaching out about this. I've taken a look through your account associated with this email ************@gmail.com 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

  11/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To start with I have requested to communicate with ****** ****** or a supervisor 4 times and been ignored on that request. I earned prizes that did not function correctly they know it happened and when but refuse to compensate me my items. They are stealing my rewards and hampering progress. I pay to play and expect their game to function correctly. When it doesn't I expect for errors to be fixed and appropriate compensation. They know exactly what was taken from me. It's fraud and theft. Developers decide that they don't want to honor their items in game. Ticket # XXXXXXXX.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/11/24) */ 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, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your customer service closed the ticket after 2 weeks and you want me to open another ticket. This is not right. You can see the ticket. I have not got adequate compensation or answer. Ticket involving potion×2 missing combat simms ammo. I am done dealing with your incompetent customer service and issues of an game that has glitches every week now. I want what is owed to me. Business Response /* (4000, 9, 2021/12/01) */ 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 /* (4200, 12, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I said there is no working with any of these agents. Your gsme malfunctioned on 2 occasions and I was not compensated appropriately. First time got very minimum of items at least they were right items second time got some **** I don't need. Yhat cost me alot of rewards and items. I bought packs to earn that potion that didn't work correctly on 2 occasions. So either compensate me appropriately or refund my purchsses for the 2 weeks prior since I bought to participate in the events I needed to earn the potion. I have asked to talk to a supervisor on several occasions and been ignored. I want 5his dealt with it has been over 3 weeks already. Business Response /* (4000, 14, 2021/12/07) */ Hello, Thank you for your response back. I do see that you are still currently working with and agent in support ticket XXXXXXXX. 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 /* (4200, 16, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was working with an agent. Got my ammo but no compensation forthe games messup causing me to lose many rewards. They closed the ticket. As I stated to them before I purchased packs to complete the event and earn the 2 week potion which messed up twice. I also stated that your product didn't work so I will be calling Amazon and my Credit Card company to get my money back for the 2 weeks prior to November 1st because of defective product this has gone on for a month now. And every time I asked to be put in contact with a supervisor or ****** ****** I was denied. Got 2 more days to make this right. The game is unplayable with major glithes weekly.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been attacked in world war rising a total of like 30 times with no notification. They wouldn't return the most expensive t13 mercs 20 million to be exact the first time around now they won't return any of the 52 million mercs from the most recent attacks. Not to mention the attacks in both instances the the attacker was given an unfair advantage as they attacked with only mercs no hero and no squad only wounded their troops no losses and I lost all of my troops in the attacks They have done this multiple times in the game giving particular alliances and players an unfair advantage as they spend way more than most and a couple of the players that attacked actually work for the company with sefi and ink and this is not fair to anyone. We have all spent tons of money in this game to keep up and enjoy playing but now they have ruined that by not taking responsibility and returning the troops when their game malfunctioned. Other than these two recent incidents I've always been notified of attacks but these I wasn't and I would like to see the troops I paid so much to attain and train returned to my base.

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/11/20) */ 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.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is regarding a purchase of a digital unlock of a Hero IV for a virtual game called Game of War Fire age. This reason for the complaint is that the company has a consistent pattern in their sales offers, of selling items that cannot be used because other items need to be purchased in more expensive packages or there is a requirement for players castle has be to a certain size or strength. These items that are being offered for a particular price have no description or instruction of requirements to make use of the item(s) they had bought. This is very deceiving to the customer who is purchasing something that he/she may never be able to use. For this reason I had requested from Machine Zone to refund my $19.99 for not providing specific performance. At the time I bought the Hero IV unlock package, I attempted to open it and it presented me a black screen. The they then, after my purchase, informed me, by way of email, that I was needing other requirements to be done.

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/19) */ Hello, Thank you for bringing this to our attention. I do see that you are currently working with and agent in support ticket (XXXXXXXX). 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, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company did not refund me for my purchase. I am still waiting for a reply regarding my request. Business Response /* (4000, 9, 2021/10/27) */ 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, 2021/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have sent an email as they requested requesting my money back. I will wait for a response as you have instructed. Business Response /* (4000, 13, 2021/11/02) */ Hello, Thank you for bringing this to our attention. I do see that in request 14832180 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.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An offer for a certain amount of in game platinum and gold was offered for a limited time, I purchased a $99 pack to receive it. However, as soon as I purchased it, the special merchant disappeared and I didn't receive the replaced items when it reappeared several minutes later. The developers tried to declare the issue resolved by issuing *** moogle credits, but I received no gold or plat from the *** moogle credit I had already purchased. They refuse to reply back, refuse to issue me a refund, and refuse to offer what was originally in the special merchant when I bought the pack

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2021/10/17) */ 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

  09/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a game package which uses a feature called moogle market which uses quest points which comes with the package. After I purchased the package from machine zone final fantasy Xv they close the moogle market down and start selling packages for challenges that you can get the stuff from the moogle market. And they also uses aggressive business tactics such as stated before and they sell you packages under false pretenses with promises that do not occur

  Business response

  10/22/2021

  Business Response /* (1000, 9, 2021/09/29) */ 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, 11, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) No because I never got anything I paid for moogle market and can't use it. I brought a moogle package with quest points and other things and was a waste of my money because as soon as I brought the package you guys closed down moogle market and I also purchased the moogle so please just give me what I asked for. You guys are doing nothing but extorting me and other players buy false advertising and never offer anything useful in packages and sell packages out of false pretenses. Can you please just give me the resolution I'm asking for you customer support sucks and always lie to me Business Response /* (4000, 13, 2021/09/30) */ Hello, Thank you for bringing this to our attention. I do see that you are currently working with an agent in support ticket (XXXXXXXX). 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 /* (4200, 15, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) You and your people are lying they are not helping me at all you guys stole my money and lied about it in my face. How can you say resolved when it clearly is not I am not being helped at all. Where is my replacement package? You guys are plainly out right lying Business Response /* (4000, 17, 2021/10/07) */ Hello, Thank you for bringing this to our attention. I do see that in request 14794506 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.

*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. ↩