16 hours ago
I was wondering if other people have had unsatisfied experiences with Gamehag's customer support. I joined two months ago and since then the following happened (every time without a solution).
For every quest I take on, I put all the details in a spreadsheet so I always know what the reward is, before which date it's due (and if applicable which steps there are if it's a multi rewards thing).
1st ticket: About two weeks ago I finished a quest, giving me only 3700 gems instead of 7200 gems. Due to a bug on 'offer.fyber' I'm unable to contact them directly, messaged Gamehag with my problem which in short came down to this: 'hey, I received my reward but not the correct amount. I keep track of every quest I take, so I know how much I should have been rewarded and it's not correct. I'm unable to contact the provider so my only other option are you guys'.
After a couple of hours I receive a reply 'supervisor has looked in to the case, we can't do anything and you received to correct amount. Happy to help you, we close the ticket since it's solved'.
To start I found this pretty rude. I explained my problem which took time and effort and after that they reply with what looks like an automated message telling me I'm wrong. To add salt to wounds they just straight up close the ticket without the possibility to reopen it or reply on it from my side.
2nd ticket: Unhappy with this ticket I opened a new one, explaining the same thing, linking the previous ticket that got closed. This time I added a screenshot which clearly stated my quest with the right amount of gems I should have received. No response for days.
3rd ticket: In the meantime (a week later) I became a VIP member and the same problem occured with another quest. Again a few 1000 gems less than I should have received and no +10% from VIP. Same thing happened so I wrote up a ticket explaining what happened, how much I received and what I should have received. Linking my first and second ticket (second ticket still open after a week) so they know and understand this is not the first time. No reply.
Just today I was finally blessed with a reply on my second ticket. This time it was the same reply as on my first ticket, but they added 'just as in your previous ticket, you received the correct amount blablabla. We are unable to help you' So I had to wait nearly two weeks to receive the same reply and treatment again which came down to 'no you wrong, we right, thank you bye ticket closed'.
3rd ticket is still open, also asked for certain rewards which have been out of stock for weeks now.
I feel like the customer support isn't exactly focused on 'customer' and they aren't really 'supporting' either. They are straight up lying to me that I received the right amount of gems. I got the proof added to my tickets for f sake and they still have the audacity to say 'no you wrong'. Finishing the ticket with 'we are unable to help you' and 'happy to help' is just rubbing salt into the wounds. Yes, you can help me by adding the missing gems, making sure you have your rewards in stock and reply to me with a normal reply instead of a copy pasta reply trying to safe your own face instead of helping the customer.
I wonder if this post will stay up, but I'm pretty pissed about the situation because I feel Gamehag is a great platform and the experience for me is getting ruined by their support not properly helping me with a real problem which is backed up with proof. Especially putting the label of 'lying' onto me while I'm the one that has proof that they are in the wrong doesn't sit well with me. Currently missing around 7500 gems.
Has any of you had such experience(s) and IF they were (eventually) solved, how?