I JUST CALLED GANZ ABOUT FALL FEST, please help by calling also!

[ladywhitehorse]

I called & got the standard reply. There is no problem with the leaves & the trouble must be on my end. I was also reminded that according to the user agreement the site is provided "as is". The bottom line is that they will do nothing about it.

[peggios]

Below is the quote from sandcastle2003's thread. Please take a moment to go thank her for her patience in getting, if nothing else, HONESTY about all this. I guess we all have our answers now, though it is not the answer I wanted to see. Indifference is the worst. It is worse than incompetence, because if there were incompetant programmers and Ganz CARED, they could change it, but they DON'T CARE!!!!!
I called ganz and talked to Rep for 30 minutes. (I refused to hang up ) I got the same ole same ole answers. So I added some knowledge to the conversation about last years fest and how the leaves were fast then slow and "they were shaken". I never mention WI because I wanted to keep my conversation about leaves, I did mention however that this was a bad "selling strategy" and how I know hundreds of people not getting anything, and they will lose business. He said I understand and on behalf of everyone at Webkinz I am sorry. (They know this and I'm sorry don't really seem to care.) I refused to hang up and technically as long as you are nice ( and I was) they can not hang up on you.

I kept rambling till this poor guy finally broke and said he would find out what was the deal. Here's what I was told. Nothing will be done no matter how many calls are made. It does not matter if you call and threaten to close your account, swore on anything that you'll never buy another Webkinz as long as you live. The are not going to do anything. It will take to much "time and resources" to reprogram the leaves and they are not going to do it. They would have to shut down the site to do this and they are not going to. I told him that I bet if they did this and extended the fest, that would be the greatest thing they can do. The programmers have been notified of the calls and according to this rep, The leaves are running fine and there is nothing wrong. I quote "It's the way they intended for the programming to run" (wow really!!!) They are random and if you get 100 good for you and if you get none, we're sorry. There is no guarantee that you will get 1 or 1000. It's L~U~C~K! There is no set time in between, no 6 min or 12 min. It's programmed to fall when it wants and if you are lucky enough to be that at that time you will get one. So I said if I get none too bad, and he said pretty much I am sorry.

He said he was not sure about the peak time because it would vary so he has no idea. But did say 3-7 is what he was told but that could be wrong. Hum sounds familiar to other post with different times. I did not give up. I said that is not the answer I am going to settle for. So I told him I wanted someone higher to talk to, Let me talk to a programmer....Guess what? They have no phones hummm.


Ok let me talk to someone else. So he took my name and number and said someone will call me back. Within 5 minutes I had another call from Ganz. It was the same guy. They are not going to do anything, we are sorry and we will take this into consideration for the next fest so it can be improved. Wow what a job! He told me he gets calls about the leaves all day, nothing will be done, and if we want something to change to use the Comments & Suggestions page on Webkinz and send it there. He told me that they do forward all of those to the programmers in a "report" summary.


I feel this Rep went above and beyond to help. He still is forwarding my number to someone higher, ( I HOPE) and will continue on his end to tell them we are not Happy. He was listening for once. I did get the "this is what I am supposed to say" and I caught him and said come on and tell me for real what's going on and he did. They are not going to do anything, sorry.
So there you go. I am still waiting on maybe another call. ( which will be after the fest of course) I am sending my comment to them and if winterfest is the same....I will be calling this guy back and saying OK now it's on you.

Unless anyone else can pull some strings...all I can say is Good Luck, cause that's all it is and that is sad. Sorry this is long but I was on the phone for almost a hour, I really did try and was not taking the same answer that everyone else was getting. I wanted to know why? Pretty Much "will take to much of their time"

Scat
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[SnowCrystal]

Originally Posted by peggios

Below is the quote from sandcastle2003's thread. ..............
....

It will take to much "time and resources" to reprogram the leaves and they are not going to do it. They would have to shut down the site to do this and they are not going to.

.........

Scat
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I just have to comment on what I put in purple writing above. They reprogrammed the leaves to fall slower during the day, from the weekend to Monday. They reprogrammed them to fall a "little" more frequently from 3-5pm on Monday. They reprogrammed them to fall slower again on Tuesday during the day. They reprogrammed them to fall a "little" more frequently from 4-7pm on Tuesday....etc. (the hours I was seeing them come a little more frequently on Tuesday evening were different than Monday evening). I have been on all this time trying to find leaves with multiple accounts open and some accounts don't find any leaves in a 2.5 hour time span. That is just wrong. They have already reprogrammed them to fall slower without taking the site down. There is no reason they can't reprogram them to fall more frequently.

I am not sure where this rep got the information, but it is obvious that they haven't been sitting there watching for leaves for hours on end. They must be unaware that they actually did reprogram the leaves (with very little effort) to fall SLOWER.

[tmtwins]

At this point- I think Ganz doesn't care! I have given up

[dragonbird]

I do have to say that there haven't been many leaves-I'm continously keeping three accounts open, and am lucky if I see one in an hour...

When I skype with DH, there are always WW windows open and I usually only get one or two-in a two hour time span...

Then I get really bored and make silly graphics while I"m waiting for leaves...and in the time it took me to make my latest: Lionfish VS. Shark..I've had zero leaves...