Seriously?

Help Desk Message · October 25 2012, 08:23 PM

Dear Customer,

Thank you for contacting Evony Customer Service.

We hope that the information we provided helped solve your problem. Customer satisfaction has always been our top priority. We hope you can spare a few minutes to rate the service you have received from us. Your help and support are very much appreciated.

Please click the link below to participate in the Survey:

(link removed)

Note: This link is associated with your email address and your unique request; please do not forward this message.

Thank you for your participation!

Best Regards,

The Evony Team.

_______________________________________________________

Why ask if you don't want to know?

October 23, 2012

Phil · October 23 2012, 11:51 AM Greetings, A sticked post in the game rules section is not in any way obscure. CSR Thantium ____________________________________________________________________________ (me) · October 23 2012, 07:39 PM No one reads your forum. They get on the game and play. They do however read the complaints posted online about how you refuse to provide basic customer service consumer should expect. All Evony LLC is interested in is taking peoples' money and providing zero support for a buggy game. Through all of the emails back and forth, you've yet to address the fact that your game is buggy and you refuse to fix it.

October 22, 2012

Phil · October 22 2012, 12:38 PM Greetings, The rules violation, was accounts on the same connection interacting, and we where not notified. As for me being Phil the manager, we just share the same first name. I can assure you that we are not the same person. CSR Thantium _______________________________________________________________________ (me) · October 22 2012, 09:16 PM Let's dispense with the discussion about you and your imaginary friend being two people. I don't believe anything you say because of your track record so far. Obviously no one reads some obscure forum post before playing the game. Why would I ever notify Evony who I play with? And now you know, so what? It still has nothing to do with you people fixing a bug in your game. Nice to have some random forum post you can point to and say its all the your fault and we're not doing anything about our buggy game. What's next. You gonna tell me its not a bug, its a feature? Yeah, that's it. Tell people you take their hero's so they can start over cause hell, the game's more fun that way!

October 20 2012

Phil   ·   October 20 2012, 07:26 PM
Greetings,
If there is 3 people in your house as you claim why are 5 accounts all being played on the same server.  We sent you the rules, of which you where clearly in violation.  As per our rules accounts in violation do not recieve compensation for any reason.
Continue to insult staff, and this account will be closed.
Phil Maurer
CS Manager
(Thantium works for me, we have the same first name)

______________________________________________________________________________
(me) ·   October 20 2012, 08:59 PM
I never said there were 3 people in the house. I said there were 4. Its all right down the page, so try to keep up kiddo.

4 accounts are being played by four people. I am not responsible for other people's accounts. You figure out the 5th since you have all the answers ... that you make up as you go along. I'm not in violation of anything other than expecting you to fix your game.

I didn't expect compensation but since you brought it up I certainly deserve some for all the crap you people have put me through. I do expect you to fix a technical problem in your game. Its buggy and people pay good money and are not receiving what they are paying for.

So calling bullcrap is insulting and a violation of policy now too? Did you decide to rewrite the rules yet again to suit your own motives and make it a violation for a customer to call you on your lies and false accusations?

I'll tell you whats insulting. You are insulting my intelligence. Thantium is not you? You really think you can pull that lie off too? You get called on that one all the time. Have you Googled your name and found the many websites detailing what you've pulled? Each time, it starts the same, paying customers asking you to fix a game error, then "Thantium" comes in with that little zinger about the violation. And then you come clean with your real name. I've been in email contact with some of the other people you've done this to. The consistently is amazing.

I told you that account is useless now. Threats don't work with me. But I would certainly be back on Evony in a matter of seconds by proxy if I need to, telling all of WC what you did. I've had some good conversations about it on WC and players have Googled you and found my comments quite credible. You however, not so much. And of course it all goes on the blog. You have enough negativity out there on the net. Suck it up Buttercup. Being a customer service Manager you should have thicker skin, especially if you're going to provoke your customers and escalate problems that would have been easily solved by simply fixing a bug in your game.

Who is Phil Maurer, Regan Mercantile, LLC and Evony?

http://www.reviewstalk.com/complaints-reviews/evony-l5168.html:  Phil Maurer, CS Manager (or was that BS Manager?).  "Im normally the guy who cancels your account for no reason and sometimes you will find im the bloke who insults or verbally abuses you when you need assistance @ Evony"

http://webcache.googleusercontent.com/search?q=cache:9IxsLYCw6r4J:www.linkedin.com/pub/philip-maurer/4/8bb/b67+&cd=10&hl=en&ct=clnk&gl=ca
Phil Maurer's Linked In page.  He's a kid with a lot to learn, who thinks he's a big shot.

http://bbs.evony.com/member.php?u=689859 The Head of CS banned on Evony forums?
Oh my!  Phil Maurer banned on the forums?  Probably by his very OWN ALT THANTIUM!!!

http://www.complaintboard.com/evony-l7922.html Lots of complaints about Thantium aka Phil Maurer
Interesting how there's a common thread.  People asked for fixes to bugs in the game and they got threats of account closures of not only their accounts but also friends and family's accounts with accusations of multi-accounting.

Too many people with similar stories.

http://www.dubhart.com/evony/evuny.htm Another person posting his email exchanges with Phil
So consistent!  As soon as CSR Thantium gets involved he immediately launches into "account violation for multiple accounts" and makes a lot of nasty threats.  I love this guy, he puts Phil right in his place!  Of course when Phil realizes he can't match wits with this one, he ceases communication.

http://www.bbb.org/new-york-city/business-reviews/internet-gaming/regan-mercantile-llc-in-new-york-ny-108560/  Regan Mercantile's track record with BBB shows they could care less about the people that pay their salaries.  BBB rates them on a scale of A+ to F .... an F.  Wow.  Shocker.  They haven't responded to one complaint lodged against them.

http://www.ripoffreport.com/directory/regan-mercantile.aspx  Ripoff reports posted on Regan Mercantile by Evony players.  Lots of people's stories here about being banned and having accounts closed after paying to play the game.

If I can stop one person from losing money and going through the same thing as myself and all these other people report they have, I'm happy.

Oscar   ·   September 17 2012, 02:49 AM
Greetings,
Was the hero captured by other players or was he dismissed?
Best Regards
Customer Service
The Support Team
____________________________________________________________
(I explained yet again that he was transferring to one of my cities and then he was gone.  Gave them the name, levels, etc.)
____________________________________________________________
Dear Customer,
Thank you for contacting Evony Customer Service.
Our goal is to assist whenever we possibly can.
In this case, would you please offer us the names and attributes of your lost hero?
We need them to make a check for you. Thanks for your timely cooperation.
Please let me know if you have any other questions or need further assistance.
Best Regards,
Customer Service
Evony Team
____________________________________________________________
(Again gave them the information.  These are stall tactics)
____________________________________________________________
Oscar   ·   September 18 2012, 08:39 PM
Greetings,
Thank you for contacting Evony Customer Service. We understand your concerns and, if possible, we will try to restore your hero within 60 business days.
Please be advised that this is only an estimate and not a guarantee of restoration.
We appreciate your patience and cooperation in solving this problem.
We hope you have a happy -- and safe -- game time!
Best Regards,
Customer Service
Evony Team
____________________________________________________________
Help Desk Message   ·   September 20 2012, 08:40 PM
Dear Customer,
Thank you for contacting Evony Customer Service.
We hope that the information we provided helped solve your problem. Customer satisfaction has always been our top priority. We hope you can spare a few minutes to rate the service you have received from us. Your help and support are very much appreciated.
Please click the link below to participate in the Survey:

Note: This link is associated with your email address and your unique request; please do not forward this message.
Thank you for your participation!
Best Regards,
The Evony Team.
____________________________________________________________
(me)   ·   October 6 2012, 07:23 PM
I've been without a hero for a month now!!!
Please either give him back or let me know its not happening so I can reset and find another game to play. I can't play the game when everyone has hero's 100's of levels higher than mine.
____________________________________________________________
Oscar   ·   October 8 2012, 02:25 AM
Dear customer,
First of all, glad to hear from you again.
Your request is being solved.
However, as we know, the system needs time to operate.
Just have a little patience, please.
Thanks for contacting us.
Enjoy your game,
The Evony Team
____________________________________________________________
(me)   ·   October 8 2012, 10:09 AM
I've been without a hero for a month, unable to expend troops because I can't make them back as fast as other players. I'm stuck and when I do finally get him back, he'll be a month without levelling up. Will you provide me with some onwars since its taking so long to return him?
____________________________________________________________
Oscar   ·   October 8 2012, 08:32 PM
Greetings,
Thank you for contacting Evony Customer Service. We understand your concerns and, if possible, we will try to restore your hero within 60 business days.
Please be advised that this is only an estimate and not a guarantee of restoration.
We appreciate your patience and cooperation in solving this problem.
We hope you have a happy -- and safe -- game time!
Best Regards,
Customer Service
Evony Team
____________________________________________________________
(me)   ·   October 8 2012, 08:38 PM
Its been a month already, I need him back and onwars to level him since its taking so long.
____________________________________________________________
Oscar   ·   October 8 2012, 09:08 PM

Dear Customer,
Thank you for contacting Evony Customer Service.
Thank you for bringing this to our attention, here we would like to express our commitment to doing our best for a continuous improvement and an always better gaming experience.
Thank you for your time and patience.
Best Regards,
Customer Service
Evony Team
____________________________________________________________
Help Desk Message   ·   October 10 2012, 09:09 PM
(another survey)
____________________________________________________________
(me)   ·   October 11 2012, 09:24 PM
I need my hero back, he's still not back. And I need onwars because he's way behind in leveling.
____________________________________________________________
Oscar   ·   October 11 2012, 09:25 PM
Greetings,
Thank you for contacting Evony Customer Service. We understand your concerns and, if possible, we will try to restore your hero within 60 business days.
Please be advised that this is only an estimate and not a guarantee of restoration.
We appreciate your patience and cooperation in solving this problem.
We hope you have a happy -- and safe -- game time!
Best Regards,
Customer Service
Evony Team
____________________________________________________________
(me)   ·   October 11 2012, 09:27 PM
I need my hero back, he's still not back. And I need onwars because he's way behind in leveling.
____________________________________________________________
Oscar   ·   October 11 2012, 11:57 PM
Dear customer,
First of all, glad to hear from you again.
Your request is being solved.
However, as we know, the system needs time to operate.
Just have a little patience, please.
Thanks for contacting us.
Enjoy your game,
The Evony Team
____________________________________________________________
Help Desk Message   ·   October 13 2012, 09:26 PM
(another survey)
____________________________________________________________
Help Desk Message   ·   October 13 2012, 11:58 PM
(another survey)
____________________________________________________________
(me)   ·   October 18 2012, 06:08 PM
No hero for 2 months because of a glitch? You win. I quit the server. What horrible customer service.
____________________________________________________________
Phil   ·   October 18 2012, 06:20 PM
Greetings,
As this account is in violation of the mult-account/account sharing rules, we are unable to provide any restoration.
Please review the rules at this link http://bbs.evony.com/showthread.php?t=4746 failure to follow these rules will lead to account closure.
 CSR Thantium
____________________________________________________________
(me)   ·   October 18 2012, 07:10 PM
YOU FREAKING IDIOT!!!
THOSE ARE NOT ME ... I DON'T USE GMAIL FOR ONE THING, SECOND THERE ARE OTHER PEOPLE IN THIS HOUSE PLAYING.
____________________________________________________________
(me)   ·   October 18 2012, 07:12 PM
YOU PEOPLE ARE HORRIBLE!!!
YOU TAKE MY HERO, PROMISE TO GIVE HIM BACK AND NOW GO BACK ON THAT WITH SOME CRAP ABOUT ME DOING SOMETHING I'M NOT DOING!!!
____________________________________________________________
(me)   ·   October 18 2012, 07:13 PM
SINCE YOU HAVE WRECKED MY GAME I WANT A REFUND OF WHAT I SPENT ON HERE. YOU PEOPLE ARE REDICULOUS!!!
____________________________________________________________
(me)   ·   October 18 2012, 07:14 PM
I CANNOT BELIEVE YOU BLAME ME FOR SOMETHING I DIDN'T DO!!! I DON'T USE GMAIL, AND I DON'T USE MULTIPLE ACCOUNTS!!! JUST SO THAT YOU DON'T HAVE TO DEAL WITH A GLITCH IN THE GAME YOU BLAME IT ON THE PLAYERS!!!!
____________________________________________________________
(me)   ·   October 18 2012, 07:16 PM
BETTER BLOCK ME NOW FROM WC BECAUSE I'M GOING TO TELL EVERYONE WHAT I THINK OF YOU. IF I CAN STOP ONE PERSON FROM PAYING FOR THIS HORRIBLE SERVICE THAT WILL BE A STEP IN THE RIGHT DIRECTION!
____________________________________________________________
(me)   ·   October 18 2012, 08:02 PM
THANTIUM HAS TURNED ME INTO A ONE PERSON SPAMMING MACHINE. I WAS TREATED HORRIBLY AND I WILL BE TELLING OTHER PLAYERS THROUGH WC, AND ALL OVER FORUMS, TWITTER, FACEBOOK AND EVERYWHERE ELSE I CAN HOW I WAS TREATED SO THAT HOPEFULLY YOU THINK TWICE BEFORE BLAMING SOMEONE FOR SOMETHING THEY DIDN'T DO AND USING IT TO GET OUT OF FIXING A PROBLEM THAT STARTED WITH YOUR GAME AND THAT YOU DRAGGED ON FOR 2 MONTHS TELLING ME YOU WERE GOING TO FIX!!!
____________________________________________________________
(me)   ·   October 18 2012, 08:27 PM
Posted on evony forum: My hero was taken in a glitch, evony knows it and said they were returning him. They've been stringing me along for 2 months saying they were working on getting him back to me and then tonight some idiot CSR named "Thantium" takes it upon himself to tell me I'm in violation because I run multiple accounts and they won't be giving him back. BULL!!! We have more than one person playing in this house! I'm not the cheater, Evony is! I checked with the other players here and one is not even on 162, its on another server. So what does it take for someone to get a job at Evony customer service? Put a mirror under their nose and see it produces fog? Do these people have no brains? One thing they do excel at is blaming customers for their inability to fix their own problem. One horrible CSR = one irate customers spamming wc, forums and everywhere else they can find on the net to hopefully stop others from spending money on a bunch of cheating buggers. Was it worth it Evony?
____________________________________________________________
(me)   ·   October 18 2012, 10:01 PM
Thantium is on the forum as a moderator! And he's a "Customer Service Lead" no less. Seriously?! What's he capable of leading? He thinks because we have more than one player in this house that we're in "violation" and callously sends out a poorly thought out response to someone that has been waiting for a fix to EVONY'S mistake for weeks. Incompetence at its worst. You don't treat your customers that way, especially if you're a "Customer Service Lead"!
____________________________________________________________
Phil   ·   October 19 2012, 12:36 PM
Greetings,
Please review the rules, you are in violation and no restoration will be provided.
 http://bbs.evony.com/showthread.php?t=4746 failure to follow these rules will lead to account closure.
If more then one person on a connection is playing on the same server we must  be informed and those accounts cannot interact.  Having an account named alt is a bit of a sign.
Phil Maurer
CS Manager
____________________________________________________________
(me)   ·   October 19 2012, 01:24 PM
how am I in viiolation if other people play in the house? This is bull!
____________________________________________________________
Phil   ·   October 19 2012, 01:29 PM
Greetings,
The accounts are interacting, and we have not been notified as per the rules.
Please review the rules at this link http://bbs.evony.com/showthread.php?t=4746 failure to follow these rules will lead to account closure.
 CSR Thantium
____________________________________________________________
(me)   ·   October 19 2012, 04:58 PM
"If more then one person on a connection is playing on the same server we must be informed and those accounts cannot interact. Having an account named alt is a bit of a sign."
I TOLD YOU IDIOTS!!! I DON'T USE GMAIL, ITS NOT MY ACCOUNT. FFS.
prove its mine.
... and now back to spamming wc and forums and complaints boards on what a bunch of cheaters you jerks are. All so you don't have to fix a break in your own website.
____________________________________________________________
Phil   ·   October 19 2012, 05:02 PM
Greetings,
The accounts are interacting, and are being played from the same location.  Continue to do so and the accounts will be closed.
CSR Thantium
____________________________________________________________
October 19 2012, 05:10 PM
Of course they're interacting you dimwit, one is my husband and the others are the renters. We know each other. So you expect that husband and wives are going to play on different teams? You know how many couples play the game? I was in WC, as I have been several times a day to let players know what you're doing, and I had several people say they play with their spouses. They won't be much longer tho.
ok, very busy creating a blog about this. Can't talk now.
___________________________________________________________
Phil   ·   October 19 2012, 05:58 PM
Greetings,
As per the rules this is not allowed, and restoration has been denied. We are not closing the accounts for rules violations, but we will not provide any resoration when the rules have been breached.
CSR Thantium
___________________________________________________________
(me)   ·   October 19 2012, 06:25 PM
Greetings yourself
Phil Maurer, CS Manager
Thantium, Customer Service Lead
... or whomever you want to be this time. You change your name more often than a hooker at a democratic convention.
Here's the thing. You guys treated me like crap. I know it. You know it. World chat on 162 knows it. And everyone that comes by my blog is gonna know it.
You woke up yesterday, had a big bowl of smart boy puffs and decided to go throw your weight around at work with a few tickets. But for me, threats about closing my account don't work. My game is ruined already because EVONY took my hero in a technical error of the game and now you're using "violation" as the way to get out of doing what you should have done weeks ago. If there was any question the hero was lost based on regular game play you wouldn't have strung me along for weeks telling me you were working on getting him back to me only to sandbag me now.
I can't play on the same alliance as my husband and friends which is unrealistic on its own. Plus I don't have my hero. I'm a problem for you now, because I have nothing to lose and I'm really, really pissed off at the way I was treated.

Evony is a bunch of lying, cheating SOB's!

My best hero was going to one of my cities and poof! Gone!

My alliance suggested I contact Evony.  After going back and forth asking the same stupid questions over and over, they finally said they were returning him but it would take 60 days.  That's bad enough.  In 60 days, everyone else would be way ahead of me.  So I continue to email followups for over a month.  Each time they say they are working on getting him back to me.

Then Thantium, the "Customer Service Lead" has a big bowl of smart boy puffs and thinks he's going to save the Techs a job.  He blames me.  Yup, if all else fails, blame the customer!  Great business strategy.

Here's how it all went down.