Public Mediation

ZYNGA-Large Mafia Wars Account Disabled

S. T. vs. Zynga
699 Eighth Street, San Francisco, California, 94103, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"I played Zynga's Facebook Mafia Wars (MW) and spent at least six figures to improve my character (that amount of spending may seem outrageous, but it provided something I wanted at the time - power). I became ill and asked a formerly trusted relative to do the pesky daily work that improves your character. Instead of maintaining my account, she gave it away because she viewed the game as a negative factor in my life. I contacted the person who received my account and he transferred it back to me.

Zynga permanently disabled my MW account because of those actions. I attempted to resolve the matter with Zynga, but Zynga did not permit me to have contact with a person who had decision-making capabilities. Given the amount of time and money I invested in MW, Zynga's refusal to even discuss my situation flies in the face of reason. It certainly is a sign that Zynga doesn't value its customers, except in a few cases.

MW accounts have a secondary market where accounts are transferred to a broker and the seller receives a fraction of what they spent. One of these traders is so bold that he advertises accounts for sale on Facebook. Zynga has not taken action against him or others like him. Zynga has also reversed its decision to disable one or two secondary accounts of playes that were "transferred (i.e. bought)" because the person(s) involved have and continue to invest unbelievable amounts of money into the game.

The core issue is that Zynga's customer service is seriously flawed. A customer may only interact with a rep through text and the customer is limited to contact with entry level reps who have no decision-making authority. When I pushed to speak with someone who could actually make a decision on my account, I was told by the rep that Zynga had made its decision, it was final and there was no way for me to speak with a person and explain my situation.

It is draconian customer support systems that are driving Zynga's customer base away. Take a look at what happened to Zynga's shareholders. The stock has gone from an IPO price of about $11 per share to a current price of about $3.18. Although turns in Facebook's share price tend to affect Zynga, Facebook's bumpy ride cannot be the sole cause of Zynga's loss of about 71% in share value since its IPO less than a year ago. Zynga offers little to no customer support. Many people are abandoning their Zynga games and remaining customers are unlikely to recruit new players to Zynga's games because of Zynga's failure to provide meaningful customer support. Generally, a customer who has made thousands of dollars of purchases from a vendor will be given personal, accommodating service. Not so at Zynga unless you are one of their top 5 or so customers.

I want Zynga to give me a live voice forum with someone who has decision-making capabilities. Why? So I can state why things were a little wacky with my MW account and ask Zynga to reinstate my account with credit for the character building daily events while the account was disabled."
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What Claimant Wants Hide
Just make me happy!
Claimant invites ZYNGA to make a fair offer.
1. Other – Copy claim to regulators Oct 06, 2012 $14.95
2. Other – Pay for claim posting cost Oct 06, 2012 $7.95
3. Other – Physical delivery charges Oct 06, 2012 $2.99
Cash total : TBD
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Respondent's Counteroffer

There has been no response to this claim from ZYNGA. This claim will remain posted until resolved
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  • Comment: by Tavia Lawson — Online mediator
    • On: 10-10-2012
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  • I agree with this claimant, I play mutiple games with Zynga and there are times I get little or no response. You might want to post your claim on facebook for other MW players to respond to this request. Facebook Gamer.
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