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This continues to happen to me on all my accounts. Not every account, every day. But at least a few times a week on each account.
And what is so frustrating is I am on and off each account many times throughout the day and it still will not pop up sometimes. I get the Birdy gift so Ganz can see I am on each day. The old system allowed you to go to a part of my pets and manually click on the daily food. I wish that option was still available so I could get my food.
It is a bummer that I am now missing out on those weekly prizes even though I am on everyday!!!!
Our family has been having this problem also. Sometimes it works to log in multiple times and the heart finally appears, but not always--and we shouldn't have to do that anyway!
Particularly, during the Ms Birdy gift collecting, we were very good about getting on to get our gifts. Unfortunately, we each ended up with one or two days where the heart wasn't activated, so we didn't get credit and then didn't get our end-of-the-week gift.
I finally called Ganz about this yesterday, hoping they could look at our accounts, verify the Ms Birdy gifts (which would confirm our having logged in each day), and give us weekly gifts. Well, the rep I talked to said that this problem has not been reported; as far as they know the heart is working fine. I told him that there have been multiple reports of problems on WI, so I'm not the only one. Again, he insisted they know nothing of this problem and there's nothing he could do to give us prizes.
Please call Ganz if you have a chance, or fill out a comment card. That way they will start to get some record of this happening.
I suggested it would be the easiest fix if they could open access once again to doing the heart manually from the "Me and My Pets" tab. Obviously, it would be nice if the pop-up problem was resolved, but they should at least give us the ability to check on our heart to see if it was done or not, and then do it.
The rep seemed to think this was a good solution--please mention that as well when you call. Many voices banded together may be heard.
This happens to me daily on at least 1 of my family's 11 accounts (it is not always the same account). It usually pops up with the 2nd or 3rd login, but not always. I called and reported it on American Thanksgiving Day; because I not only didn't get the daily kinzcare to pop up (after about a dozen logins), but I never received the Thanksgiving gift. Customer service awarded me the Thanksgiving gift.
I have been on all of our family's accounts today and only 1 of them had the daily care pop up ....its frustrating especially when I have been on/off one of the accounts 5 times already and still no pop-up! They need to have an alternate way to get this when the pop-up doesn't work.
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