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Old 03-29-2009, 04:34 PM   #1
Sholyrn
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Exclamation Unanswered: Email response about problem

I sent Ganz an email through customer support about the logging in issue.
I'm not sure if someone has made a board about this yet, but here is the response I got :

Quote:
Hello,

Thank you for advising us of this issue.

Our technical people are aware and are attempting to adjust the configurations on the server. These issues will affect only certain Members and the loading time may be slower than normal.

Please check your account periodically to see if the issue has been resolved. If your issue is not resolved within two business days of receiving this email, please REPLY to this email with your full account information to let us know that you are still experiencing the problem.

Please include the following information in your reply so that we may help you better:

Username:
Secret Code:
Date of Birth:

Contact Name:
Contact Phone:

Location of the Problem:
Problem/Error Description:

Thank you,

Webkinz Customer Support
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Old 03-29-2009, 04:40 PM   #2
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Default Re: Email response about problem

It seems like they're really willing to fix the problems that are going on. =) I hope everything goes back to normal soon.
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Old 03-29-2009, 04:42 PM   #3
Sholyrn
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Default Re: Email response about problem

View Post Originally Posted by CrimsonTwilight
It seems like they're really willing to fix the problems that are going on. =) I hope everything goes back to normal soon.
Yes, me too. I hope they get it up. I'm getting webkinz deprived
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Old 03-29-2009, 04:45 PM   #4
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Default Re: Email response about problem

I did the same thing and in about 1 hour I was able to log in.
It is still a little slow but I can get in !!
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Old 03-29-2009, 04:53 PM   #5
allthatshimmerz
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Default Re: Email response about problem

Their saying that the problem only affects "certain Members" definitely minimizes the problem because it impacts thousands upon thousands of customers. We haven't been able to log on all day. When we click to log onto one of our accounts, the pop-up window is solid white for a very long time, then turns solid green and dies. Not even a warning message about the maintenance.
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Old 03-29-2009, 05:00 PM   #6
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Default Re: Email response about problem

View Post Originally Posted by allthatshimmerz
Their saying that the problem only affects "certain Members" definitely minimizes the problem because it impacts thousands upon thousands of customers. We haven't been able to log on all day. When we click to log onto one of our accounts, the pop-up window is solid white for a very long time, then turns solid green and dies. Not even a warning message about the maintenance.
Hmm I haven't had that problem...
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Old 03-29-2009, 05:27 PM   #7
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Default Re: Email response about problem

Here's the email response I just received from Ganz. Very different from the one you received:

Quote:
PLEASE DO NOT REPLY TO THIS EMAIL.

This is an automatic response to let you know that Webkinz World has received your information.

Due to recent technical issues on the website, your email response may take longer then normally expected. Please be aware that the Customer Support team is working hard to answer every email we receive in a timely fashion. We appreciate your patience and support.

If you encountered a problem with a “Used Code” when trying to register an account, it may be because you have forgotten your username after the initial registration process. Please return to the customer support page and under the section called “Account issues” click on the tab marked “I forgot my username”. If you fill out all your correct information you will receive your username via email.

Additionally if you have forgotten your password you can reset your password by following the steps below. Please remember that passwords are case sensitive.

1) Go to the main login page by clicking on “Login”

2) Click on the blue link called “I forgot my password”

3) Type in your username and the secret pet code.

4) Click “Next”

5) The system will give you a new password . Please make sure you write it down so you will be able to change it to something that is easier for you to remember.

6) Go to the main login page again and type in the same username and the new password (again, please remember that passwords are case sensitive).

7) Click on the blue button called “Change password”. Go through the steps to change your password to something easier for you to remember. We suggest using letters and numbers to make your password more secure.


When you have changed your password, please keep it a secret.
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Old 03-29-2009, 05:46 PM   #8
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Default Re: Email response about problem

Everyone receives that email right after they submit the form. It's just to let you know they received your email.
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