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Old 06-10-2009, 01:10 PM   #1
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Default WI Member Has Interesting Conversation with Webkinz Supervisor

A new front page story has been added:

WI Member Has Interesting Conversation with Webkinz Supervisor

Click the image to open in full size.One of our members here at Webkinz Insider, mell, had a very interesting conversation with a Customer Service Supervisor at Ganz today. They discussed many Webkinz World topics including the problems currently affecting the Jellybean Challenge, Bingo Game, Rare Medieval Table, Zumwhere Challenges, Recess, and Gem Hunt. mell took detailed notes so she could share her findings with all of us.

Please click "Read More" below to view her complete report.

NOTE: Much of the information contained in this article has been addressed by the Creative Director for Ganz's Interactive division. You can read his response, which is the official word from Ganz here: http://www.webkinzinsider.com/content/1691-webkinz-creative-director-addresses-inaccuracies-interesting-conversation-article


After several attempts with Ganz Operators, I decided today to ask to be connected to a Supervisor. I just got off the phone with a courteous, compassionate, educated man who took 41 minutes with me to answer EVERY single inquiry and perform searches on one of our accounts. I asked if it was acceptable to make this information public and he said absolutely YES, please do so- maybe others have the same issues or questions as your family's accounts.


JELLYBEAN CHALLENGE: is NOT a priority at this moment for Ganz. AND apparently I am a minority because they are not receiving too many complaints. Are the complaints getting to Supervisors OR are we actually the only home that has not been able to access this challenge since April 20th? He added that if you cannot perform the jellybean challenge to please call and let a Supervisor be aware of this.


BINGO resetting twice per day is a glitch that they have been working on for months now. This game is also NOT a priority at this moment for Ganz.


RARE [MEDIEVAL] TABLE ...: if it is in your room and cannot have items placed on it- it will be addressed, but (understandably so) it is NOT a priority at this moment for Ganz.


ZUMWHERE CHALLENGES freezing on your account: SLOW DOWN, you are accepting the challenge too fast. The prompter needs to play catch up- exactly the same way as in the Kinzville Academy.


RECESS: is ONLY awarded after 15 days of 3 REGULAR Courses only (LEFT side sign up) Grooming and Cooking do not count into the recess award. That explains it all for the accounts here in our home.


GEM HUNT: WOW! Wait until you hear this: Because there were accounts that were trying to cheat this Doug Gem Game in the first few days, their cheats threw a glitch into the game for everyone. That is why my little one's Yorkie is only getting ice cream day after day after day with a one pet account and the gems Doug is seeking. Because people were trying to cheat the system within the first few days of the games' release, there are some accounts that will not receive stolen gems back. This cheat attempt (and he said some were highly successful) threw a glitch into the entire game on all servers. He finalized this segment by saying there are no guarantees of prizes or gems because a segment of players have polluted it, and instead of Ganz replacing items, they now have to spend the time & effort in stopping the cheaters. Racked my brain with this- there is a dog that sleeps till noon J, he wants gems, we have some gems on some days, everyone will get the prizes [similar to Eager Beaver Arcade game], yet there are spoilers who want it when they want it????? Head shaking here.


This Supervisor was able to perform a Live Trace on my little one's account, and see that there was no POTM exclusive issued to her account when she adopted her Yorkie a few months back, therefore, he placed one in her account. Entire process took 3 minutes, 12 seconds to perform this. Cool.


This Supervisor apologized 4 times in the conversation (clearly none of this his fault). But for the first time in our 2 year history with WW, I felt validated and appreciated as a customer. May I suggest to you, please if you have ANY WW issues call and ask for a SUPERVISOR.

I hope this helps even one person to not become frustrated. Peace! mell

Ganz can be contacted via Telephone: 1-866-WEBKINZ * 1-866-932-5469

NOTE: Much of the information contained in this article has been addressed by the Creative Director for Ganz's Interactive division. You can read his response, which is the official word from Ganz here: http://www.webkinzinsider.com/content/1691-webkinz-creative-director-addresses-inaccuracies-interesting-conversation-article
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Old 06-10-2009, 01:17 PM   #2
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Default Re: Webkinz Insider Member Has Interesting Conversation with Webkinz Supervisor

Wow, great notes! Thanks for taking them and then spending your time to write them all out and post them here! YOU ROCK MELL!
I think most of us know that Ganz is not a one-person operation and whenever something can go wrong it usually will. It's nice to here that they know about the glitches and sad to hear that peopl would try to cheat the system...did he mention anything about closing the chaeters accounts?
I have been fortunate to have helpful reps 4 out of the 5 times i've called! Good advice...call GANZ when you need help!!
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Old 06-10-2009, 01:18 PM   #3
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Default Re: WI Member Has Interesting Conversation with Webkinz Supervisor

Hey, that's really neat! Cool to hear the supervisors are helpful!
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Old 06-10-2009, 01:19 PM   #4
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Default Re: WI Member Has Interesting Conversation with Webkinz Supervisor

Thank you so much Mell and FIA! I have a feeling this may be a bigger part of the reason why there has been very little activity with Doug, today.
It is good to know that she could speak to a human being who would do something for her and not just shuffle her down the line. Have to like the progress we have seen in the past while with CS
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Old 06-10-2009, 01:19 PM   #5
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Default Re: WI Member Has Interesting Conversation with Webkinz Supervisor

Thanks for telling us and the advice!
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Old 06-10-2009, 01:20 PM   #6
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Default Re: WI Member Has Interesting Conversation with Webkinz Supervisor

too of my sons adopted pet of the months one in december polar bear and one in jan the bulldog and neither one of them received a pet of the month loot bag.... how do i contact ganz about this??
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Old 06-10-2009, 01:22 PM   #7
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Default Re: WI Member Has Interesting Conversation with Webkinz Supervisor

thanks so much, this is very insightful. Especially about the recess for me!!
Glad to hear someone finally had a good experience while talking with Ganz!!
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Old 06-10-2009, 01:23 PM   #8
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Default Re: WI Member Has Interesting Conversation with Webkinz Supervisor

Can someone please clarify for me what the 'Rare Trophy Table' is? I'm not sure what this item is. Thanks!
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Old 06-10-2009, 01:23 PM   #9
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Default Re: WI Member Has Interesting Conversation with Webkinz Supervisor

Thanks for being persistent enough to get through to a supervisor; and for taking the time to jot down all the hopeful notes for us! It makes me happy that the supervisors are helpful; sometimes I feel frustrated talking to just the customer service people. I now know to persist to supervisor if the issue is big enough!
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Old 06-10-2009, 01:23 PM   #10
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Default Re: WI Member Has Interesting Conversation with Webkinz Supervisor

Thank you so much for passing on all this valuable information! Thanks for taking the time to write it out clearly for us. Pretty sad how those cheaters spoil it for the rest of us!

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