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Old 02-21-2012, 03:42 PM   #41
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Default Re: GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Adventure Park Valentine Quest - read this

Ok, I just checked those 2 accounts. Everything checks out. They are now under the objects.
I will call them on other accounts tomorrow, doing the same thing. I don't have time to do them all on one day. Now I will read back to see what others have written.

I did ask the rep if it has been fixed. We have 2 accounts that haven't done the Valentine quests yet in our house. She said it was. I don't know if that is the case. Does anyone else?
She also said the quest would end the end of the month, so it will be gone after the next maintenance. Don't know if this is correct information or not, but I asked just the same.
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Old 02-21-2012, 03:54 PM   #42
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Default Re: GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Adventure Park Valentine Quest - read this

Ok, on reading back, I am more puzzled than ever. I did get both accounts fixed. I only gave 2 accounts. If your theory that every 2nd account is affected, my 2nd one should have had no chocolates, but it did. So what does this mean. Curious....
I will take screen shots tomorrow with the date and front page. Today I just had the dock showing in the pictures I saved. (BTW, I did NOT tell the rep I had a screen shot). Then I will call. I will post back what happens. I am going to try to do 2-3 accounts at once, just to see what happens.
I am not sure what good the screenshots will do, since they will ask us to e-mail them to them, and then probably just delete them. But I still intend to do it.
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Old 02-21-2012, 03:57 PM   #43
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Default Re: GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Adventure Park Valentine Quest - read this

View Post Originally Posted by MysticZon
Hi Dakota and thank you for adding your comments to this thread. If you still have the email that Ganz sent you, can you tell if every second account on your list had the chocolates deleted and, if so, would you please let me know ?? Thanks a bunch.

Also, you made an interesting point about why Ganz is deleting the items from our docks ~ perhaps it is easier just to delete the chocolates rather than fix them. Maybe they're too busy, maybe they're too lazy ?? However, in Ganz's infinite shortsightedness, doing this causes more fallout and consumes more time when members such as myself decide not to let the matter go.
hi again mysticzon and thank you for all of the information you are providing. this should be a front page story because more people need to know about this!

i still have the email i got back from ganz and sure enough, every second account on my list is missing the chocolates.

i'm at work right now and can't call ganz but i couldn't help myself in following this thread and had to take a peek on my break - the first chance i get, i am going to call them about this! i've let so much stuff slide and just kept letting ganz kick me in the stomach time after time but this time I am really mad! you are right. there is a principle involved and i don't want to let ganz get away with stuff like this anymore. i will call them first chance i get and will let you know how it goes.

thank you for inspiring me. rep for you for sure!
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Old 02-21-2012, 03:59 PM   #44
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Default Re: GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Adventure Park Valentine Quest - read this

Deblynn, good to note you took a name.

I was going to note that when you start, ask for the rep's name and spelling.
Say you are making note, and also write & say the time.
Then they know you are serious & making notes.

If you have a good experience, send an e-mail saying you just had a problem resolved by x and were
happy with how they handled it.
If you have a bad experience, send an e-mail with their name & time & state you were unhappy.
They will then have a paper trail on their end.
It will have an impact.

Definitely always take screen shots before calling. Takes a few minutes, but is insurance.
I have a folder just of screenshots over the last 2 years.
I save them with a filename of "Username space date space time space problem"

I only e-mail if I can include a screenshot.
So, if overseas, include screenshots with your e-mail.
ALWAYS say you are overseas, and include YOUR phone # & converted times, if any, they can CALL YOU.

Also, mention the problem thread here.
Most of my experiences have been good.
One rude rep who implied I was the only one and there was nothing to do, had to backpeddle when I mentioned WI - she started with "we have nothing to do..." and I said "I didn't say you did. I am telling you where to look to see it's not just me". Problem wound up being fixed.

Good luck everyone!



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Last edited by Twizzlerz; 02-21-2012 at 04:01 PM..
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Old 02-21-2012, 04:03 PM   #45
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Default Re: GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Adventure Park Valentine Quest - read this

View Post Originally Posted by MysticZon
OMG, THIS IS HUGE NEWS !! I just got off the phone with Ganz. While I wasn't able to speak to a Supervisor (she couldn't come to the phone ), the rep who answered my call advised me that the missing chocolates have been replaced in all of my accounts in question "as a courtesy." Sure enough, I just finished logging into the six accounts and the chocolates are where they should be. I'm only missing one chocolate (Account #4 had 2 glitched chocolates go missing and Ganz only replaced one), but otherwise, the Factory Box of Chocolates are in the correct section of my six accounts !!!

Now, my story doesn't end here ..... oh no .... that would be too easy. As I began to explain about our theory that there is a programming bug in the programming tool Ganz is using to correct the glitched chocolates .... I was cut off mid-sentence and told ~

"What you are telling me has absolutely no relevance to the situtation. It has nothing to do with the chocolates. I will not relay your information to the supervisor because it is irrelevant. Your chocolates were replaced as a courtesy and that is the end of the matter."

And she meant it !! Man, was she ever emphatic !! I can honestly say I've never had a rep speak to me in that tone of voice !! It was as if she had been told, "Don't take any guff from that customer who calls about her chocolates because we aren't going to waste any more time on this." That's what it sounded like to me.

I told the rep ~

"Well, be prepared to hear from many members about this irrelevant matter because it's not going away. Something Ganz is doing at its end is causing these chocolates to disappear and it's all been documented in a thread on WI and people are going to be handling how they call about their glitched chocolates in a different manner as a result of it. You can expect more calls about the matter from members who will call in their concern one phone call at a time (and *I* was very emphatic when I said that) because they don't trust the programming tool you are using to supposedly correct the situtation. It is causing more problems for you than it is solving. So just be ready and consider yourself warned."

And I hung up.

Is it any wonder I hate having to call Ganz ??
congratulations on getting your chocolates back!!!!!!!!!!! you beat ganz's policy!!!!!!! you are the first person i have encountered on wi that beat the system. and after reading how they think there is no relevance to your theory, they are only showing how closed minded they are. i think you should send them a link to this thread and I am going to do that too. congratulations again mysticzon.
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Old 02-21-2012, 05:01 PM   #46
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Default Re: JUST GOT OFF THE PHONE WITH GANZ CONCERNING GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Everyone who did the Valentine Adventure Park Quest and received glitched Boxes of Chocolates should read this

View Post Originally Posted by MysticZon
Hi purpleowls. As I said in my initial post ~

Check your docks and see if you still have the glitched Boxes of Chocolates in the Coupons section of your dock. If you do, call Ganz as soon as you can and ask them to move the chocolates to the Objects section of your dock before they disappear.

So call Ganz and have the chocolates moved manually from the Coupons section of your dock to the Objects section by a Customer Service Rep.

As for your DJ Headphones, I seriously doubt their disappearance has anything to do with the glitched Box of Chocolates. I have no logical explanation to offer you as to why they disappeared, but according to Ganz's policy as was explained to me more than once during my one-hour long phone call to Ganz this afternoon ~

"If we cannot see the item in your dock or anywhere in your account, then Ganz's policy is that the item will not be replaced."
ok thank you soo much!
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Old 02-21-2012, 05:06 PM   #47
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Default Re: GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Adventure Park Valentine Quest - read this

View Post Originally Posted by deblynn
Ok, on reading back, I am more puzzled than ever. I did get both accounts fixed. I only gave 2 accounts. If your theory that every 2nd account is affected, my 2nd one should have had no chocolates, but it did. So what does this mean. Curious....
I will take screen shots tomorrow with the date and front page. Today I just had the dock showing in the pictures I saved. (BTW, I did NOT tell the rep I had a screen shot). Then I will call. I will post back what happens. I am going to try to do 2-3 accounts at once, just to see what happens.
I am not sure what good the screenshots will do, since they will ask us to e-mail them to them, and then probably just delete them. But I still intend to do it.
Hi again Deblynn and thanks so much for taking the time to chronicle your experience with Ganz customer support. I have new theories forming based on what you've told us so far ~

1. Either Ganz has received enough calls today from members who had missing chocolates that they decided to look at their programming tool used to move the chocolates in the first place and fixed the bug.

2. Or Ganz knows we're on to them now and knows we're talking amongst ourselves about this matter and has decided to stop deleting chocolates from our accounts. I'm not completely ruling out that Ganz has manually been doing this to us all along for whatever reason they came up with in their minds.

Either way, we still need to gather more information from members who have had their chocolates disappear and members who have yet to call Ganz to get the chocolates moved to the right section of their docks. That your first phone call about this matter broke the pattern, Deblynn, also speaks volumes. Please keep us posted and I'll continue to gather the evidence and see if we can make some sense out of it.
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Old 02-21-2012, 05:17 PM   #48
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Default Re: GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Adventure Park Valentine Quest - read this

I should like to point out that this thread has already had over 1,000 views and I've received quite a bit of feedback and rep from members who haven't posted in this thread, so there's more than just the members who have posted here who are calling Ganz and perhaps mentioning the "every second account gets its chocolates deleted" theory to the reps.

Or maybe some members are following Twizzlers' advice and calling and simply saying, "I saw the thread on WI about the disappearing chocolates. I have made a note of how many chocolate are in my accounts and I have screenshots to back me up. Don't pull any funny stuff on me and tell me my chocolates don't exist !!"

Yesterday, I was considered by Ganz as an isolated incidence. Today over 1,000 members now know that something stinks when it comes to these chocolates and are better equiped with information as to how to get their chocolates correctly moved from the coupons section to the objects section without having them disappear.

I hope all of our collective information helps other members get their missing chocolates back (even if it's as a "courtesy" and not because Ganz admits any wrongdoing at their end) and prevents members who have yet to call about the matter from getting ripped off.
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Old 02-21-2012, 06:11 PM   #49
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Default Re: GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Adventure Park Valentine Quest - read this

Reading your update makes me quite happy Mystic, congratulations on getting your chocolates for your webbies on fat Tuesday!

I have to lol at your 1,000 + views - could/what portion of those views be Ganz employees?!

All kidding aside, I just KinzPosted 3 boxes of chocolates to WIGiftz; I would hate to have a child or any member actually, completing their AP Quest and missing out.

Great persistence
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Old 02-22-2012, 06:24 AM   #50
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Default Re: GLITCHED AND DISAPPEARING BOXES OF CHOCOLATES ~ Adventure Park Valentine Quest - read this

View Post Originally Posted by DAKOTA
hi again mysticzon and thank you for all of the information you are providing. this should be a front page story because more people need to know about this!

i still have the email i got back from ganz and sure enough, every second account on my list is missing the chocolates.

i'm at work right now and can't call ganz but i couldn't help myself in following this thread and had to take a peek on my break - the first chance i get, i am going to call them about this! i've let so much stuff slide and just kept letting ganz kick me in the stomach time after time but this time I am really mad! you are right. there is a principle involved and i don't want to let ganz get away with stuff like this anymore. i will call them first chance i get and will let you know how it goes.

thank you for inspiring me. rep for you for sure!
View Post Originally Posted by DAKOTA
congratulations on getting your chocolates back!!!!!!!!!!! you beat ganz's policy!!!!!!! you are the first person i have encountered on wi that beat the system. and after reading how they think there is no relevance to your theory, they are only showing how closed minded they are. i think you should send them a link to this thread and I am going to do that too. congratulations again mysticzon.
Hi Dakota and thanks for checking that email for me. So you also fall into the "every second account has their chocolates missing" pattern. Yes, I would definitely call Ganz and see what they have to say now that the matter is being brought to their attention by other members.

I'm certain the chocolates that were returned to my docks were done so to shut me up because I wouldn't go away and not as a "courtesy." The more members who call Ganz about their missing chocolates, the more everybody stands a better chance of getting them returned. Sometimes with Ganz, the squeeky wheel does get the grease .... or chocolates in this case !! Please keep us posted. And thanks a bunch for forwarding the link to the thread to Ganz. Every little bit we can do helps the cause for others and hopefully prevents this from happening in the future.


View Post Originally Posted by WI 50ish
Reading your update makes me quite happy Mystic, congratulations on getting your chocolates for your webbies on fat Tuesday!

I have to lol at your 1,000 + views - could/what portion of those views be Ganz employees?!

All kidding aside, I just KinzPosted 3 boxes of chocolates to WIGiftz; I would hate to have a child or any member actually, completing their AP Quest and missing out.

Great persistence
Hi 50ish !! Yeah, it would be interesting to know how many Ganz "spies" have read this thread and reported back to their leader !! LOL And good for you for donating your chocolates to WI ~ I am going to do the same with some of my leftover chocolates and some of the other AP prizes I've got more than enough of.

As for my great persistance, as I said to Dakota above, sometimes the squeeky wheel gets the grease. It's just too bad it has to come to that in order to get some kind of a result from Ganz.

I'm happy I got the missing chocolates returned to my accounts but it still feels like a hollow victory. You know how when someone sues a major company and the company settles out of court and gives that person a nice sum of money with the proviso that the company admits no liability or guilt on its part ?? Well, that's how it kinda feels.

I'll be a lot happier if members post in this thread that they had their missing chocolates returned and that members who have yet to call/email to have their chocolates moved to the objects section have it done without losing any chocolates in the process.

Last edited by MysticZon; 02-22-2012 at 06:42 AM..
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