Senior Member
A quick look at the frustrating exchanges one can expect from contact with Ubisoft Support. For info: I have provided all the proof needed (and more) to fix my situation. I was promised a fix and then (after twice reminding them) the problem is escalated to someone who simply states the problem is already fixed - obviously reading none of the past communications with other support staff.
If a dev or community support person could assist here, I would be most grateful!
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CagBall11/2/2015 12:51:12 PM
Hi Mike,
Thanks for picking this up. However, you have completely missed the issue. The point of my many communications with Ubi support is because I have not received my promised gems in game! I have provided all the necessary proof to show that tapjoy credited my account (3 times!) but the gems have not reached me. This is why Will (ubi support) said he would get the gems credited to my cloud serve from your end. This is what I was, and still am, expecting from my next communication with you.
Please rectify this as a matter of urgency.
Thanks for your assistance with this.
Best wishes,
Will
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Michael11/2/2015 12:29:44 PM
Hi Will,
My name is Mike and I have been asked to take a look a this ticket, please accept my apologise for the delay in getting back to you. After looking into this it seems that this issue is now resolved and the gems from TapJoy have been placed on your account.
Total amount of gems placed on your account is 2252
If you have any more issues or questions please feel free to contact me again.
Regards
Mike
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CagBall10/27/2015 11:04:34 AM
Hi,
I'm just chasing a response to my question of when I can expect my gems to be deposited? It's been nearly a week since I was told they would be added to my cloud save.
Thanks in advance for your help.
Will
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CagBall10/23/2015 9:19:17 AM
Hi Will,
Do you happen to know when the gems will be deposited into my cloud save? I'd obviously prefer them sooner rather than laterI was actually prompted to sync the device this morning and so opted for the server option (thinking my gems were here), however I didn't receieve any gems but lost about 30,000 coins!
Best wishes,
Will
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CagBall10/21/2015 2:19:50 PM
Many thanks for your help, Will. I will await your confirmation of the gem deposit.
Best wishes,
Will
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William10/21/2015 10:02:23 AM
Hello Will,
Many thanks for all the information and screenshots provided.
We will shortly be adding the gems to your account. Please note, you will be prompted to sync your progress with the Cloud, or keep you Local save once the Gems are applied. It is important that you select the option to sync the app with the Cloud, as the Cloud save will contain your Gems.
We will get back to you with confirmation once the gems are added to the cloud save.
Kind regards,
Will Rayner
Ubisoft Support
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CagBall10/20/2015 9:22:24 AM
Apologies for the deluge of messages. I thought I'd add that I play on Android.
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CagBall10/20/2015 9:20:44 AM
Additional Attached to show gems have not reached me in-game. Thanks again for your help.
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CagBall10/20/2015 9:17:18 AM
Additional screenshot
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CagBall10/20/2015 9:17:00 AM
Additional email
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CagBall10/20/2015 9:16:24 AM
Additional screenshot
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CagBall10/20/2015 9:15:53 AM
Additional email
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CagBall10/20/2015 9:15:27 AM
Hello,
Many thanks for the response to my ongoing problem with retrieving gems being rewarded as offers from Tapjoy. Tapjoy have now requested that I reach out to you to award my 2252 missing gems as there is nothing further they can do.
I have attached two emails to confirm that Tapjoy have tried (and still failed) to award my 2252 gems 3 times now. I've also got meesages via Facebook from another employee who also tried to re-credit my gems without success (let me know if you need this proof also).
I've attached my emails from them as well as two screenshots:
1) my account in Trials Frontier to show that the 2252 gems have not reached me in game
2) the tapjoy app showing rewards for TF.
I've also attached my welcome email to Gala Bingo and proof of deposit history to show I undertook this offfer in good faith.
Please, please could you credit all 2252 missing gems to my account to solve this matter? Thanks in advance for your help and have a nice day.
Best wishes,
Will
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William10/20/2015 6:41:12 AM
Hello CagBall, my name is Will and I am here to help you with your query.
Please accept my apologies for the delayed response and I am sorry to hear you have not received your Gems from TapJoy.
On this occasion, please contact TapJoy Support in order to report you have not received the Gem offered from their promotions.
Please ensure to add the total amount of missing Gems to your email when contacting them. They should then be able to confirm if the gems were added and if not, they should give you more details on the next steps to follow.
If you require further support from us on this matter, please attach a copy of TapJoy's email response.
Please let me know if you have any questions.
Kind Regards,
Will Rayner
Ubisoft Support
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CagBall10/16/2015 11:08:45 AM
I've not had any gems credited to my trials frontier account from the various tapjoy offers I tried. I've yet to receive a reply from my support tickets to them either.
I'm quite concerned because I've spent REAL MONEY throughout these offers so would really like to be credited with my in-game content.
My support tickets to them are as follows:
Ticket ID: #14079641
Ticket ID: #14079646
Ticket ID: #14084896
Ticket ID: #14084905
Ticket ID: #14084911
Ticket ID: #14084922
Ticket ID: #14089888
There might be another problem in that the app (downloaded after taking part in the reward offers) still says my email needs to be verified. I have clicked the confirm button many times but no confirmation email comes through to my account (inbox/junk).
Please can you sort this problem a.s.a.p. As I stated before, I've spent actual cash with these offers (£10 to Gala Bingo, for example, in return for 2252 gems in Trials Frontier), so am very concerned about not receiving any of the promised content as well as their lack of response.
Best wishes,
Will
Senior Member
Arrrgh! Totally frustrating, I am sure. Worse than mine so far, although I did have one that was quite funny because they kept trying to auto-close it without solution but I kept replying to keep it open to force a real person to actually answer me....there was a point in time where both they and I were closing/reopening literally as fast as we could for about 5 minutes... Until they finally gave up and responded....
Senior Member
Wow - I hope it doesn't come to that! Haha. I have paid money for this though so there's no way I'm going to let this go. I also posted in the pending support tickets sticky but the thread was deleted the following (by, I'm guessing, Mattshotcha). I hope he or a Dev will be able to do something to help here.
Trials QA
We are looking in to this. Sorry for the hassle!
-T0fller
Community Staff
Thread wasn't deleted. Sticky got removed somehow, so I replaced it.Originally Posted by CagBall Go to original post
Back on your original post here, I had pushed this through our support chain in regards to the other thread and replied to you there. Did you not receive the gem drop that day?
EDIT: Your account is showing that the gems have been added to your balance.
Senior Member
Hi all. Many thanks for all your replies and for following this up so quickly. I can honestly confirm that I have received no gems whatsoever regarding this offer. I'm not sure what else I need to do to enable the gems to be allocated/reallocated/re-reallocated.
Is there a reluctance to try and resend the gems to my accounts or fear of me being dishonest? I can tell now that I'm not that kind of guy.
I'll happily try any suggestions you are willing to make to sort this out.
@matt - I wasn't pointing my finger in any kind of malicious way about the missing thread. I just had a feeling it was you.
EDIT: Sorry, Matt, I forgot to say that I didn't get the gems that day either.
Community Staff
No worries. Ok so when we checked your support ticket it seemed as though you were in the range of 200 gems when you shared screenshots. Then when looking into your accounts inventory today it shows well over 2,000 so this appears fixed. You are confirming that you've checked today right? (I know it sounds ridiculous and obvious, just double-triple checking things here) We sent a type of "ping" to your inventory by sending over another few gems (nothing major, just a hit to spark the pop up) to try and get that "server save" box to pop up for you. So as annoying as it might be, please give it a shot to see if you get that pop up. If not we'll take it from there.Originally Posted by CagBall Go to original post
And no, it's not a dishonesty issue. We don't doubt you, just trying to get it sorted out while also being aware of where the fix went wrong for the sake of future reference.
Senior Member
Thanks, Matt. I've just tried hard closing the game and re-starting but the gem reward didn't pop. I've also tried deleting the cache but still nothing.
I currently have 954 gems which I've gained from offers via tapjoy. I've never had 2000 gems in my account ever. Do you need me to give you a screenshot to prove it?
Since this began, I have deleted and re-installed the game to get the server box to pop thinking this would help. But on doing so, it still didn't include my gems.
Edit: I've just checked my iOS account in TF thinking they had been put there by mistake but no joy. There is something strange happening there though... I'm signed into uplay and playing on my iOS account however the uplay sign-in dialogue box keeps on popping up and then quickly disappearing.
Edit2: Sorry, I just thought that to avoid any confusion, it's my Android account that needs the assistance, not the iOS. Ta.
Senior Member
I have also payed for a gem bundle to get the new halloween tracks,
Paypal shows £3.99 withdrawn via google play app store but no gems arriv3d.
Senior Member
I've had that before mate. I emailed Google Play and got a refund as I got no response via Ubi unfortunately. I've heard that people have been reimbursed in the past though. Maybe I was too impatient lol.
