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Thread: Refund Policy 11/21 Updated

  1. #76

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    IOS Refund

    Dear Ember,

    Please help me get refund for my purchased. I am an IOS user and when I contact apple they said we have to talk to you. Is there anything you can do for me so I can shows apple so i can get back my refund? please respond. Thank you in advance.

    Best Regards,

    Kevin.


    Quote Originally Posted by Ember View Post
    Dear Leader,

    Our policy is that you can obtain a refund on any purchase within Heroes Charge at any time when you feel unsatisfied, no questions asked. Please follow these below instructions for your particular case.

    For iOS users
    - Unfortunately there is no refund interface for us to make the refund to you directly. Just contact Apple and ask for a refund by clicking “Report a Problem” on your purchase history or alternatively call their billing department for assistance.

    For Android users
    We can make the refunds from our side. You can request a refund by opening a new thread, replying in this thread or sending a forum PM or creating an in-game ticket. We will have our reps contact you as soon as possible to help process your refund.

    Please note! That in order to make the game fair to other players, your Heroes Charge account will be closed following the refund.

    Best Regards,

    Ember

  2. #77
    Administrator Contributor Level 12 Betty's Avatar
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    Dear Leader
    Please check your Private Message. Thanks.

    Best Regards
    Betty

  3. #78
    Administrator Contributor Level 12 Betty's Avatar
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    Quote Originally Posted by Giangchymto View Post
    1 day since Heroes Charge got major bug.
    i walk through the empty streets trying to think of something else but my path always leads to the Hero Charge.
    i stare at the screen for hours and try to find what the hell just happened in Heroes Charge. i watch other guys complaining but it is no good.
    i flame ember in his private message and try to resist the nazi mods but it is all meaningless.
    the end is near. then I usually watch some old replay and cry myself to sleep.

    I want my wallet back.
    Dear Leader
    Please check your private message. Thanks.

    Best Regards
    Betty

  4. #79
    Administrator Contributor Level 12 Betty's Avatar
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    Dear Leader
    Please check your private message. Thanks.

    Best Regards
    Betty

  5. #80
    Administrator Contributor Level 12 Betty's Avatar
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    Dear Leader
    Please check your PM. Thanks.

    Best Regards
    Betty

  6. #81
    Bronze Member Contributor Level 3
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    Quote Originally Posted by Betty View Post
    Dear Leader
    Please check your private message. Thanks.

    Best Regards
    Betty
    PM SENT..
    pls update me asap. ty

  7. #82
    Gold Member Contributor Level 6
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    Quote Originally Posted by Macstabby View Post
    Yes ill agree with you. I am acting better, because im not going into knee jerk mode a mere few hours into what is being looked into and being fixed.

    I am being rational and calm and allowing ucool the time they need to address this. Once a reasonable period of time has passed with either no update or a comment such as sorry we arent going to bother fixing it further, then I will make my decision, and not before.

    At no point did I see ucool say

    as you put it.

    People make errors, and game devs are no less human than the rest of us. The fact you are taking a current issue that is actively being investigated, and using a past issue to apply a past issues resolution to the current issue, before anything has been announced is just idiotic. I mean seriously take a a minute, step back from the screen, and think this through.
    You've said it yourself you have never (until now) had an issue. As such you should not judge ucool until you have had a chance to see what the end result of their investigation and fix will be, true ?

    Now, given what someone else said, I had a little dig and yes for IOS its easy done, for no more than 3 purchases in 4 years. Don't forget if you purchased separate Gem Bundles each one is classed as a purchase....

    Would you rather not wait knowing your still free to go down that road, if the end result of the fix is unacceptable, than jump the gun with a knee jerk reaction, possibly still losing money in the process and then perhaps looking at the game again and thinking... huh they did fix it properly.

    So tell me, with a calm and reasoned head. Who's approach makes more logical sense ?
    Quote Originally Posted by Ember View Post
    Dear Leader,

    Our policy is that you can obtain a refund on any purchase within Heroes Charge at any time when you feel unsatisfied, no questions asked. Please follow these below instructions for your particular case.
    Please don't use ur logic on other people. What is right for you might not be right for others. Your willingness to wait it is your choice, do u really need to go around and lecture ppl based on ur logic?
    Satisfactions is up each individual to decide, not based on your logic.
    Last edited by Stronghold; 11-13-2014 at 02:37 AM.

  8. #83
    Bronze Member Contributor Level 3
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    Quote Originally Posted by Betty View Post
    Dear Leader
    Please check your private message. Thanks.

    Best Regards
    Betty
    Order number : 129997631690547055758.1315967966139540

    Order Date : 11 11, 14
    9:51:17 PM PHT


    Account ID : 5077882
    IGN : Mac1987
    s35


    Android User / samsung s4

  9. #84
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    Angry

    Click image for larger version. 

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    1 week? are you kidding me.. I badly need the refund..

    do something!

  10. #85
    Bronze Member Contributor Level 3
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    Request for full refund

    ---------DO NOT DELETE---------
    UTC Time: 13 Nov 2014 05:56:22 GMT
    Game: Heroes Charge
    Version: 1.4.0.64
    App Version: 1.3.6
    Obb Version: 24
    PlayerID: 4286085
    ServerID: 29
    PlayerName: Rylain
    Category: Billing Issue
    Language: EN
    Device Type: GT-I9100 - GT-I9100 - samsung
    OS Version: GINGERBREAD.DXKH2 SDK 10
    Additional: IsMnt:1;AIDPre:16e7f04d77c5ca1c;IMEIPre:3584900480 01433;AIDSave:16e7f04d77c5ca1c;IMEISave:3584900480 01433;uuIDPre:16e7f04d77c5ca1c;DeviceID From Prefe:2ZCvMx4R8hGq_xt9;DeviceID From Web:2ZCvMx4R8hGq_xt9;
    -------------------------------

    Hi, I am disappointed in how the issue with the double items / soul stone bug was handled and would like to request for a full refund, for both this server and server 28.

    I really enjoy the game and wish to start over on a new server.

  11. #86
    Iron Member Contributor Level 1
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    Request for full refund

    Refund asap
    Im requesting refund and delete my account after .

    ---------DO NOT DELETE---------
    UTC Time: 12 Nov 2014 20:32:42 GMT
    Game: Heroes Charge
    Version: 1.4.0.64
    App Version: 1.4.0
    Obb Version: 25
    PlayerID: 5058839
    ServerID: 35
    PlayerName: halanskiy
    Category: Billing Issue
    Language: EN
    Device Type: D6503 - D6503 - Sony
    OS Version: 23.0.1.A.0.167 SDK 19
    Additional: IsMnt:1;AIDPre:c0a9324141449988;IMEIPre:3528760667 65931;AIDSave:c0a9324141449988;IMEISave:3528760667 65931;uuIDPre:;uuIDFile:352876066765931;DeviceID From Prefe:gXEPA2Vm0Q9lgNb-;DeviceID From Web:gXEPA2Vm0Q9lgNb-;
    -------------------------------


    ---------DO NOT DELETE---------
    UTC Time: 12 Nov 2014 20:33:13 GMT


    Game: Heroes Charge
    Version: 1.4.0.64
    App Version: 1.4.0
    Obb Version: 25
    PlayerID: 4036156
    ServerID: 27

    PlayerName: halanskiy
    Category: Billing Issue
    Language: EN
    Device Type: D6503 - D6503 - Sony
    OS Version: 23.0.1.A.0.167 SDK 19
    Additional: IsMnt:1;AIDPre:c0a9324141449988;IMEIPre:3528760667 65931;AIDSave:c0a9324141449988;IMEISave:3528760667 65931;uuIDPre:;uuIDFile:352876066765931;DeviceID From Web:gXEPA2Vm0Q9lgNb-;
    -------------------------------


    ---------DO NOT DELETE---------
    UTC Time: 12 Nov 2014 20:33:45 GMT


    Game: Heroes Charge
    Version: 1.4.0.64
    App Version: 1.4.0
    Obb Version: 25
    PlayerID: 4921347
    ServerID: 34

    PlayerName: halanskiy
    Category: Billing Issue
    Language: EN
    Device Type: D6503 - D6503 - Sony
    OS Version: 23.0.1.A.0.167 SDK 19
    Additional: IsMnt:1;AIDPre:c0a9324141449988;IMEIPre:3528760667 65931;AIDSave:c0a9324141449988;IMEISave:3528760667 65931;uuIDPre:;uuIDFile:352876066765931;DeviceID From Web:gXEPA2Vm0Q9lgNb-;
    -------------------------------

  12. #87

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    Refund

    Hello.I am disappointed in how the issue with the double items / soul stone bug was handled and would like to request for a full refund.I can send any useful information and make screenshot with all my offers.
    I like this game and plan start a game on new server.

    Team name aHaHacuku
    Server 21 Brute
    ID 3510705
    Vip points 6000
    Thanks

  13. #88
    Iron Member Contributor Level 1
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    Full refund request

    I already wrote a ticket via my phone to your support for full refund but today i got an email that you are giving 300 gems for problems from yesterday. When i replied back i still want my full refund you send me:
    "Dear Leader,

    Since all billing and payment information through Credit Card are processed by Apple or Google only and will not be disclosed to the merchant or any third parties, we do not have any information about your card or bank account therefore we are unable to issue the refund request for you. Only Apple and Google are able to do that.

    Our policy assures that you can apply for a refund of Heroes Charge any time when you feel unsatisfied, no questions asked.

    Best Regards,

    Ember"

    I will write my request here once again.

    I want to full refund all of my money i spend on heroes charge.

    ---------DO NOT DELETE---------
    UTC Time: 12 Nov 2014 22:05:27 GMT
    Game: Heroes Charge
    Version: 1.4.0.64
    App Version: 1.3.6
    Obb Version: 24
    PlayerID: 4125838
    ServerID: 20
    PlayerName: Tarson
    Category: Billing Issue
    Language: EN
    Device Type: GT-I9105P - s2vep - samsung
    OS Version: JZO54K.I9105PXXAMC2 SDK 16
    Additional: IsMnt:1;AIDPre:24430061b9079e59;IMEIPre:3577980549 66245;AIDSave:24430061b9079e59;IMEISave:3577980549 66245;uuIDPre:357798054966245;DeviceID From Prefe:u_wtw4IlM527DsW0;DeviceID From Web:u_wtw4IlM527DsW0;
    -------------------------------

    Please do not hinder this, i still wanna play this game and spend this refunded monay on new server with new account.

    Thanks
    Last edited by Tarson; 11-13-2014 at 07:19 AM.

  14. #89
    Platinum Member Contributor Level 7
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    Quote Originally Posted by Stronghold View Post
    Please don't use ur logic on other people. What is right for you might not be right for others. Your willingness to wait it is your choice, do u really need to go around and lecture ppl based on ur logic?
    Satisfactions is up each individual to decide, not based on your logic.
    You missed the moment bud.

    Thats all I can say you missed the moment. Better luck next time though :/

  15. #90
    Platinum Member Contributor Level 7 Veddharta's Avatar
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    lmaol..... seriously lmaol

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