ClashRoyaleSupport

Hey u/Dambazau

I'll look into it and sent you a DM for more details.

The addition of the sparky bot made player support unbearable, primarily since there is no player support.

That's good feedback. Sorry that we can't do more for you. We're trying to do as much as we can, but a certain level of "automation" is a necessity to keep the player support operation sustainable.

What we can do is try to improve the information that Sparky has to give.

I'm responsible for CR player support at the high level. I'm interested in any concrete feedback you might have.

What's the main cause of frustration? What was good before and isn't good anymore?

Hey u/OCT81903

That doesn't sound right, let me have a look. Can you send me your player tag? (feel free to DM, if you don't want to share it publicly)

Thanks for the feedback! We'll aim to continue making ladder more fun to play and to bring more eventfulness to the game.

Hey u/Ketwin_ sorry for your troubles!

We noticed this issue some time ago and fortunately we were able to find the bug and fix it!

Oh, and welcome back to Clash Royale! If you don't mind me asking, why did you take a break and what made you decide to come back?

Fair enough, I did answer your latest message as promised.

Do you mind sending a new in-game message and I'll give you the details there?

No, I help out on here whenever I can. I try to post on threads where there is a misunderstanding or misinformation on a certain topic. Usually Drew, Tim or Seth will grab me if they feel something needs an answer from us.

In general support related questions are better answered in-game and not on Reddit. They are somewhat private matters better to not be discussed on public forums. It's also a little counterintuitive to start a one-man-support-channel on Reddit when we have a dedicated one in-game with thousands of support wizards ready to help.

Hey everyone!

Sorry I'm late! This thread slipped through the cracks.

u/phumeformiphame I checked your account and you did receive the Gems. Accidental purchases happen and we are happy to assist in refunding those.

However you used those Gems. When it was refund time those Gems were not there anymore. What do we do? We take an equal amount of content away from you instead of putting you into negative Gems.

I do feel we need to make improvements on that inbox message to explain what happened better to avoid all of the confusion and frustration.

I'm very sorry that we didn't help you better with this in the in game support! Thanks for pointing that out we'll use your feedback to be better in the future.

Hey u/Jonger512

Really sorry about that! It's a bug which we should be rid of in the next update!

As for the gold, you did get it back! Don't worry. You have ~40k more gold than what you had before the refund took place. When you refunded we revoked the ~64k that you got with the offer, but we also gave you back the 100k that you spent on the upgrade!

Upgraded a Card Which Gave Around 600 XP. Got Level 12 King Tower Level Up Display Message. I Login In The Game Back and I'm a Level 11 with XP Bar Completely Empty.

I can't take customer support requests per Reddit but I will make an exception because I've never heard of anything similar before, i'll take a closer look and get back to you in-game.

I think this relates to your comment as well: https://www.reddit.com/r/ClashRoyale/comments/afok1p/customer_support_at_its_best_i_now_have_20k_gold/ee1kax9/

Don't get me wrong we address whatever the issue might be multiple times before we come to the point where we have to move on and leave the case.

I will make it a case to take a closer look and see if the "reject" option, which we don't use lightly, is being applied too often.

Clearly if we have a lot of unhappy players that feel ignored by us something is wrong and we will look into it and do something about it!

Hey u/treknar,

We are aware that occasionally there are some payment issues with the payment points that we use (e.g. Apple) and it can get needlessly tricky to resolve those.

What happened?

There was a successful transaction and 100k Gold plus an Ice Wizard were delivered. The Gold was then used. That's all fine.

However, there was another purchase, which failed and that transaction never got back to us!

When Treknar contacted Apple to get it resolved, mistakenly the wrong purchase was refunded! Not the failed one, but the successful one and that's why the Gold and Ice Wizard are gone (auto-revoke removes any refunded content).

From supports perspective, we did inform you of the situation and asked you to contact Apple and to be careful to request Apple to refund t...

You're welcome. I always give everyone the benefit of doubt. I think in general any customer service in inclined and open to believe their customers by default, but don't always have the resources (time) to investigate the claims.

We try to tackle big volumes with facilitating the whole customer service operation as well as possible. We will get a much better self help portal in the future, so that should be able to help free up resources for more demanding cases when easier ones will be resolved without contact. The future is bright ;)

No, as soon as you reload the game you're fine. That being said i've seen a few odd cases where the content of the chest was never delivered, but luckily those cases are few and far between.

Thanks for the tag - I'll take a look and respond to you in game.

Hey, /u/Coconuthead94

First of all I'm sorry you had a bad experience.

Secondly it definitely could happen that i.e. poor network connectivity would put you out of sync with the game server. This could lead to you not seeing the contents of your chest. Super rare, but not impossible.

Would you mind sharing your player tag or player ID with me, so I can take a closer look?

Hey guys,

You won't get banned for simply trying to change your Supercell ID.

When someone writes in and wants to remove/attach to Supercell ID we will do certain background and security checks. If there is something phishy going on we will not proceed with your request, but rather explore further what is actually happening and possibly lock and/or ban the accounts in question.

No problem. Yes, currently even if you didn't continue it won't count towards the challenge win stat.