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Old 02-21-2008, 09:02 PM   #1
justrightt
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justrightt will become famous soon enough

Default Unanswered: So, Does anyone actually get help from Ganz?

Just wondering if anyone has a good major success story to boost my opinion of Ganz and WW.


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. This has 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






So my TC 2.0 items were all lost because of a "hiccup" in the site.
Ridiculous.. No longer buying Anything to do with the site as it is completely unacceptable that Code items that I purchased and submitted codes for can disappear without being replaced.
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Old 02-21-2008, 09:05 PM   #2
PrincessAnya03
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Default Re: So, Does anyone actually get help from Ganz?

I've only had help from them one times. And, that was only because the issue was serious. Instead of asking me for a name it asked for my Webkinz Secret Code. Then it asked for that again. Well it named my pet that. So they gave me a number, and fixed it so my pet as a name. Other than that it is all automated junk... Very frustrating! I've lost 2 items, and had one turn into another item all together.
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Old 02-21-2008, 09:17 PM   #3
Gotta Love A
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Default Re: So, Does anyone actually get help from Ganz?

I've called them and emailed them and whenever they call me back im either in class or doing something and i can't answer my phone. Every time they have given me a number to call back but when i do i just get another voicemail. Its so frustrating sometimes.
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Old 02-21-2008, 09:43 PM   #4
Ariel75
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Default Re: So, Does anyone actually get help from Ganz?

I had the same email from them I got upset because I lost some items I was suppose to receive a phone call today. I will give you a number when I can PM
Old 02-22-2008, 12:22 AM   #5
Webkinz :)
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Default Re: So, Does anyone actually get help from Ganz?

I played phone tag with them also... when I finally spoke to someone on the phone, they were very helpful and fixed my problems. A few days later Ganz called back and gave me a Pinto Horse pet code to make up for teh problems... I thought that was nice!
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Old 02-22-2008, 04:36 AM   #6
StarDancer1980
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Default Re: So, Does anyone actually get help from Ganz?

my question would be for those that got responses how long did it take... i have been emailing and calling for almost a month still no response and it is an ongoing thing... so i am wondering how long i have to wait for them to answer me....
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Old 02-22-2008, 06:18 AM   #7
ent Away From Desk
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Default Re: So, Does anyone actually get help from Ganz?

I reported stuff and got emails from them and then got a phone call then had to call back and got voice mail...then called back a wekk later and got a free easter duck code...and the person said the tech support would call m e back and I have heard nothing yet...I will probly call the customer support line next week...but I don't exspect to get back any of my stuff.
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Old 02-22-2008, 06:21 AM   #8
chubchub loves Cake
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Default Re: So, Does anyone actually get help from Ganz?

I got that same email;
I got a phone number from this site somewhere.
I called in yesterday I'm still waiting for a call back?

866-WEB-KINZ

Good luck hope you get some help
I'm still crossing my fingers for us.
take care

Last edited by angelofharlem; 02-22-2008 at 06:22 AM.. Reason: spelling
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Old 02-22-2008, 08:56 AM   #9
BarnRat03
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Default Re: So, Does anyone actually get help from Ganz?

I sold back a total of 2000 Kinzcash on two separate occasions. Both times my account mysteriously got disconnected. I emailed Ganz and got a generic form letter back stating that I didn't lose the items and that they were still in my account. Apparently, those items are all INVISIBLE now. How frustrating! Now, I just sell one item at a time.
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Old 02-22-2008, 12:18 PM   #10
BjornTorunn
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Default Re: So, Does anyone actually get help from Ganz?

I had a a problem connecting which I wrote in about. I received a a canned e-mail response within two business days and a support code for calling back. I called their phone number listed in the e-mail, put in the support code, and was promptly transferred to someone. Then got transferred again because I was running on a Mac.

The automated e-mail was worthless. I don't know if it is a totally automated process or someone just didn't read the original e-mail correctly. The generic solution recommended was one that I had listed as having already tried.

Once I had someone on the phone, things went smoothly.

My recommendations are:
  • Search the Ganz site and here, see if others are having the same or similiar problems.
  • Make sure you include all the relevant information about the problem in your e-mail: what account, approximately what time it happened, what you were doing in WebKinz World at the time, and any error messages or unusual activity you noticed.
  • Always be polite and curteous, try to be organized before contacting them.
  • Be patient and try to be understanding.
  • Do not 'attack' the support people. They are the ones trying to remedy the problem, not the people who caused the glitch.
Given the generally slow response from Ganz, I would also suggest posting here with any techical questions. It is quite likely someone else has seen the problem before and might be able to suggest a work-around.

Since your problem was one of lost items, I don't think anyone here can really help. All you can do is try to contact Ganz and see if something can be done.
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