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Thread: A message from our Customer Support team!

  1. #26
    Employee PGJohn's Avatar
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    @Biteme - The FAQ and website is up to date. I think the only thing we'd have to update is our latest awesome game =)
    In coolest game, in slowest lag, No user shall escape my sight. Let all those who break our rules, Beware my sig...PGJohn's might!

  2. #27
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    I accidentally deleted tap zoo, is there any away I can restore it cause now it started me back at the beginning and I was really far

  3. #28
    Employee PGJohn's Avatar
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    @MSJ2 - try loading your game. Launch the game > tap the main menu > other > load.
    In coolest game, in slowest lag, No user shall escape my sight. Let all those who break our rules, Beware my sig...PGJohn's might!

  4. #29
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    Sorry but the new ticket system does not appear to work. One week after I reported an issue with Ticket ID QWU-216-93860 I have received no response. Three times under the old system issues I reported were dealt with in a haphazard way also.

    I am not very impressed Pocket Gems. I do spend a lot of money on this game. If you want me and others to continue to support your games with real cash you should give proper support to us when we have problems and report them in the correct manner you suggest. I am still out of pocket and hope that now I have further raised the issue it will be dealt with promptly. A pity I had to raise the point on this Forum however.

  5. #30
    Longtime Tapper Sapphera's Avatar
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    Quote Originally Posted by DrBigBird View Post
    Sorry but the new ticket system does not appear to work. One week after I reported an issue with Ticket ID QWU-216-93860 I have received no response. Three times under the old system issues I reported were dealt with in a haphazard way also.

    I am not very impressed Pocket Gems. I do spend a lot of money on this game. If you want me and others to continue to support your games with real cash you should give proper support to us when we have problems and report them in the correct manner you suggest. I am still out of pocket and hope that now I have further raised the issue it will be dealt with promptly. A pity I had to raise the point on this Forum however.
    First of all, did you get the auto response that said they'd recieved the ticket? Secondly, they take a week to a month. I don't know how many people work in the support section but I've only ever seen three. Either they all use the same names (like the dozen 'toms' in india call centres) or they have a very small amount of people for a large amount of tickets. Consider trying the apple refund section if that's what you're after (although I think PG don't like that).

    Mind you, some of the replies leave something to be desired anyway. Last one I sent my UDID in the ticket so it would speed the process up, and guess what my reply was two weeks later? 'please send me your UDID' I sometimes wonder if they even read them before asking that... Meh, many fails all over. I stopped caring pretty quickly.
    Game center - SappheraW
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  6. #31
    Employee PGJohn's Avatar
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    In coolest game, in slowest lag, No user shall escape my sight. Let all those who break our rules, Beware my sig...PGJohn's might!

  7. #32
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    Where is the submit a ticket link? All I get is a bunch of FAQs - none of which address my issue.

  8. #33
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    Quote Originally Posted by DrBigBird View Post
    Sorry but the new ticket system does not appear to work. One week after I reported an issue with Ticket ID QWU-216-93860 I have received no response. Three times under the old system issues I reported were dealt with in a haphazard way also.

    I am not very impressed Pocket Gems. I do spend a lot of money on this game. If you want me and others to continue to support your games with real cash you should give proper support to us when we have problems and report them in the correct manner you suggest. I am still out of pocket and hope that now I have further raised the issue it will be dealt with promptly. A pity I had to raise the point on this Forum however.
    Still not working!!! Now three and a half weeks with no proper response and counting. Not good.

  9. #34
    Longtime Tapper
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    Did you check your spam folder? All emails fromPG support go to my spam folder and not my Inbox.

  10. #35
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    I would NEVER give my UDID # to anyone EVER that is a direct link to my information and I have known people who have had there games and Identities stolen because they gave someone their UDID #.
    Soooo

    Do you have to have the UDID # in order to fix a issue ?
    Spreadsheets
    New Link to Everything:
    Tap Paradise Cove-Guide 2 :
    https://docs.google.com/spreadsheets/d/1XqmtYxiFwRdNKi7jGEfmX_ujnMcAd1O9cR3NHxomb3o


    http://www.gofundme.com/dmu0g0

  11. #36
    Employee PGJohn's Avatar
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    @CrazyCajun - Sorry, didn't see this post till now!

    We cannot locate anyone in our servers without their UDID. Of course it is always up to the user's choice to give out their UDID and agreed that it should not publicized which is why we always delete / edit posts that have UDIDs in the user's forum post.
    In coolest game, in slowest lag, No user shall escape my sight. Let all those who break our rules, Beware my sig...PGJohn's might!

  12. #37
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    Quote Originally Posted by PGJohn View Post
    @CrazyCajun - Sorry, didn't see this post till now!

    We cannot locate anyone in our servers without their UDID. Of course it is always up to the user's choice to give out their UDID and agreed that it should not publicized which is why we always delete / edit posts that have UDIDs in the user's forum post.

    @PGJohn, I know you can't locate anyone without their UDID . But what I also know is if someone is having problems with their PC game but none of the other games they are playing then you do not need their UDID to fix the problem. Because that means the problem is with your servers and not their device.


    Now the only reason I can see that you need their UDID is if they had a problem receiving Rubies that they spent money on and PC wants to credit them for what they did not get.


    Deleting or editing posts that people posted their UDID I understand . But when people do send their UDID to you how do they know it's kept safe. Well they don't , and it isn't safe. Once it is put in a email the UDID is no longer safe. It can be found by anyone who really wants to know it. Everything is kept on servers for god knows how long of a time , it takes a very very long time for something to be removed once it's been put there even if it was deleted. Nothing is safe once it is put out there. I know this because I've done the research !
    Spreadsheets
    New Link to Everything:
    Tap Paradise Cove-Guide 2 :
    https://docs.google.com/spreadsheets/d/1XqmtYxiFwRdNKi7jGEfmX_ujnMcAd1O9cR3NHxomb3o


    http://www.gofundme.com/dmu0g0

  13. #38
    Zookeeper bitemebutt's Avatar
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    Quote Originally Posted by 1crazycajun View Post
    @PGJohn, I know you can't locate anyone without their UDID . But what I also know is if someone is having problems with their PC game but none of the other games they are playing then you do not need their UDID to fix the problem. Because that means the problem is with your servers and not their device.


    Now the only reason I can see that you need their UDID is if they had a problem receiving Rubies that they spent money on and PC wants to credit them for what they did not get.


    Deleting or editing posts that people posted their UDID I understand . But when people do send their UDID to you how do they know it's kept safe. Well they don't , and it isn't safe. Once it is put in a email the UDID is no longer safe. It can be found by anyone who really wants to know it. Everything is kept on servers for god knows how long of a time , it takes a very very long time for something to be removed once it's been put there even if it was deleted. Nothing is safe once it is put out there. I know this because I've done the research !
    Aside from being overtly cautious ... Valid point!

    Once released into the "ether" it remains as 0000's and 1111's

    floundering about, hither and yon, until the next "wisenhoover" grabs those little widgets and .... Dun, dun, dun, duuunnn ....

    Although I commiserate and understand U, 1crazycajun .....

    U gonna' hate me big time BUT

    Do you not ..... EVER -->

    Use an ATM, purchase anything online, use a GPS, have wireless networking at home or at your workplace, own security cameras, go online with a STATIC IP address, use a smartphone or gps enabled phone, use TIVO or a smart DVR to record TV or cable, swipe your CC or debit card during a purchase, own a vehicle less than than 3yo (even from the good ol US of A), etc, et al, ad nauseum??

    BTW... Even those stupid little, itty bitty plastic bits found in goods you purchase at Wally World or the chips in your credit cards are known as RFID.

    Guess what??

    UR STUFF is ALREADY out there!

    Like it or not....your ident is avail to any smarty pants with the know how and tools to

    GET YOU and your info.

    In essence, revealing your UDID to Pocket Gems is the least of your worries. As you previously stated, Just don't post it (UDID) openly in the forums.

    Nuff said.

    Cheers!
    Law of Logical Argument ...... "Anything is possible if you don't know what you're talking about"
    "Don't pee on my leg and tell me it's raining"
    "I am the dark side"

  14. #39
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    Quote Originally Posted by bitemebutt View Post
    Aside from being overtly cautious ... Valid point!

    Once released into the "ether" it remains as 0000's and 1111's

    floundering about, hither and yon, until the next "wisenhoover" grabs those little widgets and .... Dun, dun, dun, duuunnn ....

    Although I commiserate and understand U, 1crazycajun .....

    U gonna' hate me big time BUT

    Do you not ..... EVER -->

    Use an ATM, purchase anything online, use a GPS, have wireless networking at home or at your workplace, own security cameras, go online with a STATIC IP address, use a smartphone or gps enabled phone, use TIVO or a smart DVR to record TV or cable, swipe your CC or debit card during a purchase, own a vehicle less than than 3yo (even from the good ol US of A), etc, et al, ad nauseum??

    BTW... Even those stupid little, itty bitty plastic bits found in goods you purchase at Wally World or the chips in your credit cards are known as RFID.

    Guess what??

    UR STUFF is ALREADY out there!

    Like it or not....your ident is avail to any smarty pants with the know how and tools to

    GET YOU and your info.

    In essence, revealing your UDID to Pocket Gems is the least of your worries. As you previously stated, Just don't post it (UDID) openly in the forums.

    Nuff said.

    Cheers!

    Use an ATM

    NO

    purchase anything online.

    Not with a credit card in my name

    use a GPS, have wireless networking at home or at your workplace

    NO

    own security cameras

    NO

    go online with a STATIC IP address

    Definitly NOT , I use a dynamic IP address

    use a smartphone or gps enabled phone

    NO

    use TIVO or a smart DVR to record TV or cable

    NO

    swipe your CC or debit card during a purchase

    I still use Cash

    own a vehicle less than than 3yo (even from the good ol US of A

    I wish !!


    Cheers !!!
    Spreadsheets
    New Link to Everything:
    Tap Paradise Cove-Guide 2 :
    https://docs.google.com/spreadsheets/d/1XqmtYxiFwRdNKi7jGEfmX_ujnMcAd1O9cR3NHxomb3o


    http://www.gofundme.com/dmu0g0

  15. #40
    Zookeeper bitemebutt's Avatar
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    Quote Originally Posted by 1crazycajun View Post
    Use an ATM

    NO

    purchase anything online.

    Not with a credit card in my name

    use a GPS, have wireless networking at home or at your workplace

    NO

    own security cameras

    NO

    go online with a STATIC IP address

    Definitly NOT , I use a dynamic IP address

    use a smartphone or gps enabled phone

    NO

    use TIVO or a smart DVR to record TV or cable

    NO

    swipe your CC or debit card during a purchase

    I still use Cash

    own a vehicle less than than 3yo (even from the good ol US of A)

    I wish !!


    Cheers !!!

    You play PG games, eh? Well then, you DO use at least (1) smartphone that IS gps enabled

    Even if you turn off location ability the gps remains enabled. Only way to stop that is to remove the battery, not an easy task with an iPhone, a tad easier with a droid. But now then we're talking paranoia....too much stuff for my OCD issues.

    You can run, but cha' can not hide from Orwellian productivity.

    BTW, i'm not getting' smarmy with ya.

    Law of Logical Argument ...... "Anything is possible if you don't know what you're talking about"
    "Don't pee on my leg and tell me it's raining"
    "I am the dark side"

  16. #41
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    Quote Originally Posted by bitemebutt View Post
    You play PG games, eh? Well then, you DO use at least (1) smartphone that IS gps enabled

    Even if you turn off location ability the gps remains enabled. Only way to stop that is to remove the battery, not an easy task with an iPhone, a tad easier with a droid. But now then we're talking paranoia....too much stuff for my OCD issues.

    You can run, but cha' can not hide from Orwellian productivity.



    BTW, i'm not getting' smarmy with ya.


    "Anything is possible if you don't know what you're talking about"

    You can run, but cha' can not hide from Orwellian productivity.

    I can and I do !

    Not getting smarmy with ya either.
    Spreadsheets
    New Link to Everything:
    Tap Paradise Cove-Guide 2 :
    https://docs.google.com/spreadsheets/d/1XqmtYxiFwRdNKi7jGEfmX_ujnMcAd1O9cR3NHxomb3o


    http://www.gofundme.com/dmu0g0

  17. #42
    Intrepid Explorer ozkat2's Avatar
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    Quote Originally Posted by keithme View Post
    Hi PGJohn, yep got that code, no "..." as I got it from iTunes. But seems you can't copy and paste from iTunes so I had to CAREFULLY type it into a textpad!!

    In passing, on connecting to iTunes it resynced my iPad and restored my saved Pet Zoo which now WORKS!! So I guess i send another message and close the ticket....
    Hiya all, if you do a free UDID app download, it contains your UDID, which you can then send to your email and some apps offer a copy and paste direct from app....I sent myself an email, then did a copy and paste from that info,,,easy peasy

    Have a goodie
    "You only live once, but if you do it right, once is enough"

    Mae West (original sex goddess)

  18. 01-20-13, 06:26 PM
    Reason
    Sent it twice

  19. #43
    OF AFTER $$$$$$ I'm getting FRUSTRATED on waiting for an UPDATE, yes update 1.18.10 came out, ok so now STUCK ON 23, 23 cash recruits 2 DIAMOND girls that cost to UNLOCK! When I see others that don't have to pay to UNLOCK THE DIAMOND GIRLS. BOUGHT BEACH. NOW JUST STUCK. Even the Amazon kindle team has stated OF HAS HAD PLENTY OF TIME TO UPDATE, SO WHEN IS IT OR WILL IT EVEN COME BC NOTHING CHANGED IN MY GAME WITH NEW UPDATE. WANT ANSWERS!!! PLEASE!!!!
    Nai

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