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Old 07-03-2009, 11:54 AM   #1
✞ Walk by Faith ✞
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Default Unanswered: UNreliable Customer Support

Hi guys!

I am mad ( ^ despite the smiley). Yesterday, I was playing Eager Beaver for like 2 HOURS, and I finally got to level fifteen after overcoming several obstacles and cracked tiles. I finished, and I got the end screen that says 'Congratulations' and shows you the entire park with all of the rides, and says that you can find your trophy in your dock. SO, after the blue screen that says GAME OVER, I checked for the trophy in my dock. I couldn't find it, so I immediately logged out and logged back in several times. Without any luck in finding my *much deserved* trophy, I cleared my cache, and logged back in once again. I didn't have any luck, so I went to the Customer Support box on the home page. I informed Ganz that my trophy was missing, and they sent me an email: (I copied and pasted; this is the complete email)

Hello,

Thank you for your question. You asked us about missing or lost items, gifts or Kinzcash.

If an item or money goes missing, it is most likely that someone knows your username and password (or secret code) and has accessed your account. If someone has removed or sold an item, it can NOT be reinstated. Please remember that your accounts security is your responsibility.

Please change your password right away by going to www.webkinz.com and clicking 'Login'. On the login screen, click 'Change my Password'. Remember that passwords are case sensitive.

Please keep your new password a secret and never share your secret code.

Another potential reason for missing items, gifts or Kinzcash is a minor glitch in Webkinz World. While this is extremely uncommon, it is possible with accounts that have items improperly stored (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. If you still see this happen please verify that your computer and internet speeds meet the minimum requirements to play on Webkinz world. Any items lost resulting from a momentary glitch in the website can NOT be awarded.

Please be advised that, as it states 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. For more information please re-read the User Agreement located on the main Webkinz homepage.

Thank you,

Webkinz Customer Support

Code_~PDR~|335227|1013



That response wasn't very helpful...
What really caught me was the "Another potential reason for missing items, gifts or Kinzcash is a minor glitch in Webkinz World. While this is extremely uncommon..."
I've also tried calling, but there was no answer. Any suggestions on what I should do now?

Last edited by dumblonde693; 07-03-2009 at 11:56 AM.. Reason: spelling
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Old 07-03-2009, 12:00 PM   #2
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Default Re: UNreliable Customer Support

You'll probably have to call them.
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Old 07-03-2009, 12:02 PM   #3
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Default Re: UNreliable Customer Support

E-mails arn't usually the best thing in this case because the e-mails are "pre-written". Try calling again, if there is no answer you should try to leave a message.
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Old 07-03-2009, 12:02 PM   #4
oh hai ima
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Default Re: UNreliable Customer Support

Yes you should call them they actually have people on the line. Trust me.
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Old 07-03-2009, 12:11 PM   #5
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Default Re: UNreliable Customer Support

I would call. I have found that they have been really nice and I actually prefer talking to a human voice vs an automated email.

Telephone: 1-866-WEBKINZ * 1-866-932-5469
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Old 07-03-2009, 12:23 PM   #6
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Default Re: UNreliable Customer Support

I agree with all of the above. I would definitely call them.
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Old 07-03-2009, 12:28 PM   #7
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Default Re: UNreliable Customer Support

I would just keep calling until you get an answer. I have only called Ganz once and the lady I talked to was very nice and helpful.
I hope you get your Eager Beaver trophy. I would be very upset if that happened to me.
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Old 07-03-2009, 12:31 PM   #8
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Default Re: UNreliable Customer Support

I called yesterday about a missing summer gift and missing recess, and the rep was very helpful and gave me both. Give them a call.
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Old 07-03-2009, 12:31 PM   #9
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Default Re: UNreliable Customer Support

Calling them works much better. They know you can fight with them lol
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Old 07-03-2009, 02:38 PM   #10
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Default Re: UNreliable Customer Support

I agree. Emailing is not usually the best method of contact.
I would try calling them for help with this issue.

- Midnights Bliss
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