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Old 09-30-2008, 02:27 PM   #1
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kpbrutcher is on a distinguished road

Default Unanswered: Customer Service tells me Oh well...tough luck.

I have been emailing with no success so far. When I finished level 5 of the Intelligence class in Kinzville Academy, it did not award me a prize as with all the other classes I finished this level. Then it also did not award me the crown for finding all the charms in the forest yet revealed the picture of it? I emailed GANZ and was basically was told...oh well. I have 19 animals and this is the customer support I get????? This is completely UNACCEPTABLE. Why can no one just send me the codes to activate them? Here is a copy of the email:

Hello,

Thank you for your question regarding missing or lost items/Kinzcash.

While it is not a regular occurrence, missing items/Kinzcash can be caused by a momentary ‘hiccup' in Webkinz World. First, please try to log out of your account and then back into your account. Missing items have been noted in accounts that may have items stored improperly (items blocking doorways, overloading rooms excessively with items). For more information on how to store items and decorate rooms correctly please refer to the Webkinz Guide, which can be found in the 'Things to Do' menu once you log-in.

Please be advised that, as stated in our User Agreement, the website and all materials contained on it are provided on an 'as is' and 'as available' basis, without warranties of any kind, either expressed or implied. Any lost or missing items resulting from a minor anomaly on the website will NOT be awarded. For more information please refer to the User Agreement located on the main Webkinz homepage.

We are aware that sometimes technical problems do arise while using the website and we continue to address these issues. Our technical team works very hard to not only fix problems as they arise but also to make sure that once an issue is identified and fixed, it does not reoccur.

We apologize for any inconvenience this issue may have caused

Thank you,

Webkinz Customer Support
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Old 09-30-2008, 02:29 PM   #2
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Default Re: Customer Service tells me Oh well...tough luck.

Ugh i'm sorry, your not the only one who has had problems with them!
Old 09-30-2008, 02:35 PM   #3
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Default Re: Customer Service tells me Oh well...tough luck.

Have you tried calling them? A lot of people have had much better success when actually talking to a live person. Here is the phone number:

Telephone: 1-866-WEBKINZ * 1-866-932-5469

When you hear the automated choices hit "0" and it will take you to voicemail. Leave a message and someone will usually call back in the next couple of days. You do have to be 18 to call, so if you are not have a parent call for you.

I hope you get this fixed!
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Old 09-30-2008, 02:39 PM   #4
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Default Re: Customer Service tells me Oh well...tough luck.

That is so frustrating. I've heard about this happening so many times that I stopped buying charms. It's just not worth it if you don't get what you've paid for/searched for for all that time. Sorry this happened to you.
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Old 09-30-2008, 02:54 PM   #5
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Default Re: Customer Service tells me Oh well...tough luck.

My advice from personal experience....call ganz, leave message, and keep getting people on the phone until you get someone reasonable that will work with you. Most importantly, DO NOT hang up the phone because they say they will fix it...wait until you have gone to your account and verified the change, or you will find yourself back on the phone. It is a long and trying road to get what you rightfully deserve, which is not fair, but it seems to be the WW way.

You might also want to try what I did. I went to www.bbb.org and filed a complaint with the Better Business Bureau explaining the issue. Then I wrote ganz and forwarded them a copy of my formal complaint. I finally got a call back from someone willing to address my problem. They still treated me like I was bothering them for wanting what I should have received, but they did finally pay attention and fix my problem.

I hope this helps.
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Old 09-30-2008, 03:00 PM   #6
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Default Re: Customer Service tells me Oh well...tough luck.

yeahh... that happened to me once. except, i lost the entire... yepp thats ENTIRE... science theme. AND the WZ Dicekinzzzz.! and some other stuff... too.! lol

They said the exact same thing to me...
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Old 09-30-2008, 04:22 PM   #7
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Default Re: Customer Service tells me Oh well...tough luck.

I'm sure they don't mean to be such a bother to you.

Ganz gets hundreds of e-mails daily. Unfortunatly, they probably don't have answers to everyone

and this is the best they can do.

I'm sorry for your troubles in Webkinz World - I have been experiencing some myself, and have also recieved e-mails just like yours.

The only thing we can do is be patient. Apparently, Ganz has a lot on their shoulders, but I'm glad we have webkinzinsider to come to thought.

Good luck!
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Old 09-30-2008, 04:24 PM   #8
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Default Re: Customer Service tells me Oh well...tough luck.

You might want to try calling and speaking to someone....
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Old 09-30-2008, 05:01 PM   #9
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Default Re: Customer Service tells me Oh well...tough luck.

Hi kpbrutcher,
I can understand your frustration. I will do my best to answer your first question (where is your prize?).

When I completed level 5 of the Intelligence class, I earned an action called "Hide Eyes". Have you seen this? You can go to "My room" and look at the bottom of the screen where there is a yellow tab called "Actions" to the right of the kinztime. Click on the tab. You'll see an icon that is a pet with the paw over the eyes. Click on it to see your pet do this action.

Everyone gets the first three actions (smile, wave, and giggle) when the first pet is adopted.

The six "basic pet courses" of the Kinzville Academy give an action when level 5 is completed. These actions are available to all of your pets. The actions can be used in one of your rooms, the Clubhouse or the "Coral Cove" on vacation. There may be other places that I have not been yet.

Graduation from level five of the Cooking and Grooming classes does give a prize.

This was only my sixth post. I hope this helps.

:ccat:
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Old 09-30-2008, 05:38 PM   #10
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Default Re: Customer Service tells me Oh well...tough luck.

I am sure it is extremely frustrating not to receive the customer service you deserve. I had ordered charms through the e-store and never received the codes. When I emailed customer support - I finally got a response the third time I tried. I was told that since my card wasn't charged, that the issue was resolved.

I understand that Ganz gets hundreds of emails, but maybe if they answered people in a timely manner then people wouldn't have to email them several times. My best friend has had her issues resolved when she calls Ganz, but like others have said you have to make sure the problem has been solved and not assume they will take care of it.

Owner of 43 ebkinz and counting
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