Game Insight Responses to emails

I sent them an email asking why we haven't had any Facebook events for weeks now giving us free diamonds. They gave me this answer:

"Your request has been acknowledged and placed in a support queue and we shall get back to you as soon as possible. In the meantime we would recommend you to check our FAQ that has been created and is being constantly updated by our specialists. It may contain an answer to your question: http://gameinsight.zendesk.com/forums".

If your matter is resolved or you have any additional information regarding the issue please leave a us comment.

I didn't care much for that answer, and I gave them this one:

"I'm just asking about Facebook events for free diamonds. Why is the question so difficult? Besides the fact that all the players know you have the most awful customer support, famous for stalling and not answering our questions. Why not try to do better and boost YOUR reputation??
You might win a prize.
:

Does anyone else have like major issues with their ridiculous responses?

hey ronda,
I actually had the same thing happent to me last week. I had the same issue, sent them a ticket, and the reply had something to do with me getting the facebook diamonds and leprechaun back in Oct... So I replied with a much clearer description of my issue, I received a reply in one day saying sorry for the problem, they had to correct thier server, and that they were sending me 10 diamonds due to the issue, which they did. I did get the facebook and leprechaun this week, I hope you get yours solved as well, it is hard to believe that the customer svc is obviously not trained to understand english, or the game itself, well enough.
Sherlock

Murphy's Law, I just posted this problem in Bugs section and found this thread.

Will try to ask GI for diamonds. Wish me luck.

How do you send them a ticket? Is that the same as an email?

To post a ticket on IPAD, select the GI logo in upper right corner, then click on support in left column, then select new ticket.

Where should I be at when I select the GI logo? In the game? At their website? I'm sorry, I didn't quite get it. Thanks.
I looked on my game page, there is a GI logo there, but that didn't work.

Are you guys referring to the chest with the 5 diamonds?

Ycui,
Yes, we are referring to the chest with 5 diamonds. Usually shows an event window on the game board each weekend. But I haven't had it for like 4 weeks, and GI responses are beyond useless.

Thats weird. I haven't missed a week. Hope you guys get it sorted soon.

Yeah me too! So your FB event window has been showing up huh? I wish they would answer my email, maybe tonight.

How about putting in a ticket saying " the weekend facebook event has not been pushed to my game yet"...I have had success with GI about the Christmas event, ie Dear GI the Christmas event has not been pushed to my game, is it still valid?"

Thank you everyone so much. What exactly is the PROPER or best way to post a ticket to them? Thru their website under support?

I think it's easiest to open a new "ticket", a.k.a. complaint, from the game (G! Support). I usually reply to their email rather than reply via G!

GI responses are equally bizarre whether you write to them by email or via the game.

I am still waiting for a reply on the same missing FB event issue (I had posted comment in the Bugs section)

That is terrible, how long have u been waiting?

One might say I haven't been waiting long, just long enough to miss opportunity to get the diamonds!

I wrote Jan 19th and got response Jan 21st, stating that details were being transferred to specialists. Jan 23rd, I received email saying game server was fixed and that I would get the event the next weekend (see quote in my post in Bugs section)

Jan 25th, no event... emailed GI, now waiting.

At their website, under contacts I believe, it had the name and emails of all their top people. Now that's just plain tempting....
They have yet to give me one thing I've asked for.

Problem is ..I dont think they read anything!!! I think GI randomly spits out computer generated messages that have nothing to do with anything...