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View Full Version : HELP How does my husband get his game back?



Lobo731
07-14-2013, 11:55 AM
I am a bit upset.

It seems to be there must be a hierarchy or preference as who gets tech/customer service and who doesn't. I have read posts from players who have gotten their problems resolved in a couple of days or a week.

My husband's game crashed OVER A WEEK AGO! (Sunday, July 7th to be exact)

I emailed GREE from my game on Sunday, right after it happened. I provided his game name (ROCK the GREAT). His player ID (598-078-024) and the details. And a way for GREE to contact him or me directly. We have tried calling GREE - but all you get is an answering machine - but OK - we again left our contact information. (That was Wednesday July 10 and Thursday July 11th)

He bought gems the day before (July 6th) He was playing the game on his iPhone 4s. It kicked him out. When he tried to go back in, all it would do would go to the screen that says "connecting to server" and then it goes back to the home screen of his iPhone.

I got an email from GREE on Thursday (july 11), and they asked if the problem still existed. There was also a ticket number - 723644. They said that a specialist would be happy to assist me. I AM STILL WAITING FOR THAT HAPPY SPECIALIST!!!!! I emailed immediately back and told them the problem was still occurring.

I HAVE NOT HEARD A SINGLE WORD OR EMAIL _ NO COMMUNICATION WHAT SO EVER!!!

Here it is now July 14th. My husband's character - ROCK the GREAT - is our guild's founder, leader, and guardian. This problem affects the whole guild. We can't have any walls and we are down our guardian - his strength gave our guild a lot of points during the last war which will really affect us this time around.

We have been patient and polite. We both have spent money on gems for this game and it is one of the past times that we enjoy together.

How is it that some get their problems fixed quickly and others (like us) get ignored?

The bigger question is - HOW DO WE GET HIS GAME FIXED?

Lobo731 (Lobo in Kingdom Age)

Dirt road Joe
07-14-2013, 04:08 PM
I am a bit upset.

It seems to be there must be a hierarchy or preference as who gets tech/customer service and who doesn't. I have read posts from players who have gotten their problems resolved in a couple of days or a week.

My husband's game crashed OVER A WEEK AGO! (Sunday, July 7th to be exact)

I emailed GREE from my game on Sunday, right after it happened. I provided his game name (ROCK the GREAT). His player ID (598-078-024) and the details. And a way for GREE to contact him or me directly. We have tried calling GREE - but all you get is an answering machine - but OK - we again left our contact information. (That was Wednesday July 10 and Thursday July 11th)

He bought gems the day before (July 6th) He was playing the game on his iPhone 4s. It kicked him out. When he tried to go back in, all it would do would go to the screen that says "connecting to server" and then it goes back to the home screen of his iPhone.

I got an email from GREE on Thursday (july 11), and they asked if the problem still existed. There was also a ticket number - 723644. They said that a specialist would be happy to assist me. I AM STILL WAITING FOR THAT HAPPY SPECIALIST!!!!! I emailed immediately back and told them the problem was still occurring.

I HAVE NOT HEARD A SINGLE WORD OR EMAIL _ NO COMMUNICATION WHAT SO EVER!!!

Here it is now July 14th. My husband's character - ROCK the GREAT - is our guild's founder, leader, and guardian. This problem affects the whole guild. We can't have any walls and we are down our guardian - his strength gave our guild a lot of points during the last war which will really affect us this time around.

We have been patient and polite. We both have spent money on gems for this game and it is one of the past times that we enjoy together.

How is it that some get their problems fixed quickly and others (like us) get ignored?

The bigger question is - HOW DO WE GET HIS GAME FIXED?

Lobo731 (Lobo in Kingdom Age)

I suggest doing an uninstall and reinstall of the game. I am sure this will fix your problem. You wont lose anything! Just delete and reinstall and your problem should be fixed. I hope this gets resolved quuickly for you!

Gambit12
07-14-2013, 05:38 PM
Lucky Husband:cool: Let the wife do the searching for husband game. Wow!?

Dirt road Joe
07-14-2013, 05:43 PM
Lucky Husband:cool: Let the wife do the searching for husband game. Wow!?

Yes, lucky husband! My wife hates when I play this game... BUT... the other day I opened KA and set my phone on the counter as I was about to start cooking dinner. Well, I start doing a few things in the kitchen and I look over at my phone and there my wife is collecting on my buildings :) She immediately gave me a dirty look knowing she just got caught doing what she said she hates me doing and told me not to tell any of me KA friends lol I'm getting her trained... slow but sure :)

Hersh
07-14-2013, 07:00 PM
Tickets are crazy. I still have 2 pending from 2-5 weeks ago. I accidentally spent 240 gems on armor yesterday, immediately sent a ticket, n 10 minutes later my gems were refunded. And I had a nice email, from
A REAL person, AND a survey about the service. Which is funny, because the 2 I har pending were all automated, and I got no survey :P

Mickeytah
07-14-2013, 09:11 PM
She immediately gave me a dirty look knowing she just got caught doing what she said she hates me doing and told me not to tell any of me KA friends

Good to see you did what she asked. haha

Lobo731
07-15-2013, 01:47 AM
I suggest doing an uninstall and reinstall of the game. I am sure this will fix your problem. You wont lose anything! Just delete and reinstall and your problem should be fixed. I hope this gets resolved quuickly for you!

That's what I suggested to him too, but he is concerned as he has been playing this game for quite a long time and does not remember any of the codes that had to be entered at the begining of the install. He does not want to lose his character.

SO just a simple uninstall - then reinstall? what will he have to enter at the beginning of the game to have his character ROCK the GREAT?

As for you all who find it funny that me, the wife, searching for my husband - 2 reasons:

(1) He works 12 hrs days with an hour commute on either end of that and
(2) this is a game we enjoy TOGETHER

Lobo731

Dirt road Joe
07-15-2013, 01:55 AM
That's what I suggested to him too, but he is concerned as he has been playing this game for quite a long time and does not remember any of the codes that had to be entered at the begining of the install. He does not want to lose his character.

SO just a simple uninstall - then reinstall? what will he have to enter at the beginning of the game to have his character ROCK the GREAT?

As for you all who find it funny that me, the wife, searching for my husband - 2 reasons:

(1) He works 12 hrs days with an hour commute on either end of that and
(2) this is a game we enjoy TOGETHER

Lobo731

That's awesome that you both enjoy it! I was never meaning to poke fun at you searching for an answer for your husband... I just had a funny story to share..

As for the uninstall and reinstall... All you will have to do is just that! Delete the game and reinstall it! Everything will be back when you open up the game for the first time. You wont have to eneter anything. Although you may have to open and close the game a few times initially... Just to give the game some time to load everything. All of your info is stored on Gree servers. So you wont lose anything. :) Do it soon! The war is almost over!!!

Warmonger
07-15-2013, 03:06 AM
I used to play crime city and composed an email about mis spent gold. But changed phones without sending it. I turned the phone on a couple of days ago and it sent the email to support. I had a reply and the gold re credited within 2 days. This bemuses me, so something minor on crime city gets resolved in 2 days. For kingdom age it took a week for them to reply and to me a further 2 weeks for them to restore my lost game. Surely restoring lost games should be top priority? And why is the response on crime city so much quicker?

Lobo731
07-15-2013, 03:22 AM
As for the uninstall and reinstall... All you will have to do is just that! Delete the game and reinstall it! Everything will be back when you open up the game for the first time. You wont have to eneter anything. Although you may have to open and close the game a few times initially... Just to give the game some time to load everything. All of your info is stored on Gree servers. So you wont lose anything. :) Do it soon! The war is almost over!!!

Guess I am just concerned as to how will the app know that his phone is ROCK the GREAT without having to enter any kind of password or code.... (he's been playing the game for so long he doesn't remember any of what he entered when he started and never made a funzio ID - all we have is the character name and the player ID #) He doesn't want to have to start over with a new character....

Dirt road Joe
07-15-2013, 03:43 AM
Guess I am just concerned as to how will the app know that his phone is ROCK the GREAT without having to enter any kind of password or code.... (he's been playing the game for so long he doesn't remember any of what he entered when he started and never made a funzio ID - all we have is the character name and the player ID #) He doesn't want to have to start over with a new character....

You will be ok! I have done it a dozen times now without any problems.

Colony Colonel
07-15-2013, 04:02 AM
Lobo, Joe is telling the truth.

It is a common problem with Kingdom Age that you have to uninstall the game to get it working again. When you re-install the game it puts all game data back onto your phone and when you first open the game it will reload all current information such as LTQ's etc that are currently running. The GREE servers control your account and when your phone attempts to connect it recognizes your device ID/MAC address or whatever and knows which game to load onto your device. I'm just hoping my device 1 day gets mistaken for being Gambit's :D

Julius Wheezer
07-15-2013, 06:15 AM
Yes, lucky husband! My wife hates when I play this game... BUT... the other day I opened KA and set my phone on the counter as I was about to start cooking dinner. Well, I start doing a few things in the kitchen and I look over at my phone and there my wife is collecting on my buildings :) She immediately gave me a dirty look knowing she just got caught doing what she said she hates me doing and told me not to tell any of me KA friends lol I'm getting her trained... slow but sure :)

A year or so ago we were on holiday with no network at the accommodation. Obviously, I wanted to collect my gold etc every time we went out. My wife started doing it for me in the car, then started killing a few mobs.
Now, she spends more on gems than I do, competes with me to be guild guardian and has just started her mini.
Must be addictive or something....

Allegra
07-15-2013, 06:45 AM
Tickets are crazy. I still have 2 pending from 2-5 weeks ago. I accidentally spent 240 gems on armor yesterday, immediately sent a ticket, n 10 minutes later my gems were refunded. And I had a nice email, from
A REAL person, AND a survey about the service. Which is funny, because the 2 I har pending were all automated, and I got no survey :P

This is a big surprise, I was convinced there are no real people working on support. Until now I just received standard messages, from some of them it was painfully obvious that nobody read the original complaint.

jchow69
07-15-2013, 06:50 AM
Maybe there is something wrong with the device?-just giving a suggestion.

Valid or
07-15-2013, 08:55 AM
I am a bit upset.

It seems to be there must be a hierarchy or preference as who gets tech/customer service and who doesn't. I have read posts from players who have gotten their problems resolved in a couple of days or a week.

My husband's game crashed OVER A WEEK AGO! (Sunday, July 7th to be exact)

I emailed GREE from my game on Sunday, right after it happened. I provided his game name (ROCK the GREAT). His player ID (598-078-024) and the details. And a way for GREE to contact him or me directly. We have tried calling GREE - but all you get is an answering machine - but OK - we again left our contact information. (That was Wednesday July 10 and Thursday July 11th)

He bought gems the day before (July 6th) He was playing the game on his iPhone 4s. It kicked him out. When he tried to go back in, all it would do would go to the screen that says "connecting to server" and then it goes back to the home screen of his iPhone.

I got an email from GREE on Thursday (july 11), and they asked if the problem still existed. There was also a ticket number - 723644. They said that a specialist would be happy to assist me. I AM STILL WAITING FOR THAT HAPPY SPECIALIST!!!!! I emailed immediately back and told them the problem was still occurring.

I HAVE NOT HEARD A SINGLE WORD OR EMAIL _ NO COMMUNICATION WHAT SO EVER!!!

Here it is now July 14th. My husband's character - ROCK the GREAT - is our guild's founder, leader, and guardian. This problem affects the whole guild. We can't have any walls and we are down our guardian - his strength gave our guild a lot of points during the last war which will really affect us this time around.

We have been patient and polite. We both have spent money on gems for this game and it is one of the past times that we enjoy together.

How is it that some get their problems fixed quickly and others (like us) get ignored?

The bigger question is - HOW DO WE GET HIS GAME FIXED?

Lobo731 (Lobo in Kingdom Age)

I will assume you deleated the game from your device and re-downloaded from the App Store.
Try asking your question hear. http://www.funzio.com/forum/forumdisplay.php?67-iOS this is the forum for technical problems with gree's games. Hopefully support will get in contact with you.

Mickeytah
07-15-2013, 09:35 AM
Guess I am just concerned as to how will the app know that his phone is ROCK the GREAT without having to enter any kind of password or code.... (he's been playing the game for so long he doesn't remember any of what he entered when he started and never made a funzio ID - all we have is the character name and the player ID #) He doesn't want to have to start over with a new character....

Every single iOS device comes with a unique device ID that makes it stand out from every other iOS device in the same way that our fingerprints make each person unique and identifiable. When your husband created his account, GREE servers attached your husband's Rock the Great character to that device's ID. When you delete the game and reinstall it, the device will connect to the servers and the servers will recognize the device ID and put your husband's account back on the device.

It's pretty much the same how cops run a set of fingerprints to find a person. The servers run the device's ID number to find a match.

Lobo731
07-15-2013, 06:12 PM
THANK YOU TO ALL!!!

ROCK the GREAT is back in control of his kingdom thanks to the advice of the wonderful folks on this forum.

My husband is happy! After a 12 hour day - that is a good thing! (that makes me love life too!)

Honestly...thank you for your help and advice - it was as you all said - uninstall and reinstall and it all came back... thank you!!!

Lobo

Krissy
07-15-2013, 06:44 PM
It's scary as hell the first time. But trust in the guys here.