Why is the support team so unhelpful

[Mandestroyer36]

I recently bought a 50 dollar token pack and I got nothing and the money was stolen

And when I try to contact them and follow the instructions in faq they keep replying the same way every goddamn time 

I provided player id and the receipt id and still the same "check faq or join forum" bullcrap

[noㅤ]

Read the last line; You must reply to that email saying you still need help. Yes its frustrating but try not to stress. Let me share what I've learned about issues requiring developer intervention:

The community managers looking at support tickets are volunteers and take a few days to reply. Once they do, they'll ask for more info unless absolutely everything perfect in the first email (Google receipt and email, Supermechs username / ID, clear description of issue, etc.).

If you need to email missing info it'll take a few more days for them to see your reply. Once they do (assumimg everything is correct), they'll forward it to an admin since community managers don't have direct access to developers.

Once an admin sees it, he'll verify the info and forward it to the developers. The devs will check it depending on their schedule but you have a pay issue so chances are good that they'll look at it sooner rather than later.

All these steps all have 2 or 3 day wait times each (at best) so all you can do is be calm and avoid making duplicate support tickes since that'll slow down the process.

You really can't rush this. Disputing a claim via Google will take longer and disputing it through your credit card is risky since they'll fix it immediately and cause your supermechs account to have a negative balance.

The devs wont know why an account suddenly has a negative balance so who knows what they'll do with your account while they investigate it (which is the same process but in reverse without anyone knowing anything).

Good luck, man. It'll be ok... it just wont be ok quickly.

[Mandestroyer36]

1 hour ago, noㅤ said:

Read the last line; You must reply to that email saying you still need help. Yes its frustrating but try not to stress. Let me share what I've learned about issues requiring developer intervention:

The community managers looking at support tickets are volunteers and take a few days to reply. Once they do, they'll ask for more info unless absolutely everything perfect in the first email (Google receipt and email, Supermechs username / ID, clear description of issue, etc.).

If you need to email missing info it'll take a few more days for them to see your reply. Once they do (assumimg everything is correct), they'll forward it to an admin since community managers don't have direct access to developers.

Once an admin sees it, he'll verify the info and forward it to the developers. The devs will check it depending on their schedule but you have a pay issue so chances are good that they'll look at it sooner rather than later.

All these steps all have 2 or 3 day wait times each (at best) so all you can do is be calm and avoid making duplicate support tickes since that'll slow down the process.

You really can't rush this. Disputing a claim via Google will take longer and disputing it through your credit card is risky since they'll fix it immediately and cause your supermechs account to have a negative balance.

The devs wont know why an account suddenly has a negative balance so who knows what they'll do with your account while they investigate it (which is the same process but in reverse without anyone knowing anything).

Good luck, man. It'll be ok... it just wont be ok quickly.

Thanks for the info