Customer Support Policy

Haypi Kingdom should revise their Customer Support Policy to treat long-term customers with respect and a little lee-way in their decisions about when troops should be credited to an account.
I understand that support for this game is stressed by many new players who may be inexpereinced and seek the return of their troops for many reasons which are not the fault of Haypi Kingdom. I am an otherwise happy Haypi Kingdom player and I am very thankfull for a all the technical support they need to do.
My reason for posting this is to highlight that by alienating and disappointing long standing high paying customers they are reducing the potential long term successfulness of the game.
Customer Support by its very definition is to support the game for the customer. This is were Haypi Kingdom's biggest problems lie right now.
If a customer feels that it was the fault of the game and they have been playing for a year without ever asking for troops or credits then the first response should be "Sure, here are your troops." This can be followed by advice that they should be aware of (WiFi issues etc) and a warning that they will not be able to replace troops again for the same issue for a period of time like a month or a week.
Secondly, It doesn't matter that Haypi Kingdom is paying their experts with in-game credits they are paying them and as such they are employees of Haypi Kingdom. They are it's representatives. If an expert tells a player that they have experienced a game glitch and that they should seek out credit of their troops from support then that creates an even stronger case for the speedy return of troops or some form of in-game credit.
By treating the players Customer Service Requests as dishonest attempts to get free troops Haypi Kingdom is creating a hostile relationship and alienating their loyal customers.

If anyone knows of a group of Haypi Players who are trying to help with this problem I would love their contact information.

Below is just a description of my Glitch which I feel was the fault of the game and I am seeking the return of troops for. It does not directly effect my point above as I think that their Customer Support Policies need to be revised for many situations not just mine.

I was rebalancing my troops into different cities so that they would not starve while I was sleeping. I check each city to make sure that the crop consumption is not in the red and if it is I figure out how many troops need to leave to put that city back in the black. Before I dispatch troops to the next city I check to make sure it has enough crops to feed them for at least an hour or 2 in case I get interrupted for a few minutes they wont starve. After checking and sending troops to the next city I realize I have to command a small atta and I go to do that. When I get back I go to check the War Report for the battle and I see a Lost City Troops letter. I go to the city which the letter refers to and it still shows a positive 190,000 crops. Then I try buying some crops and while it is sending the letter for the crop purchase the crop display changes to 340 and begins to go up, finally jumping up to the amount of crops I had purchased.
Now, in my letter to support I mentioned that I saw a red light on the connection but this only happened after I had gotten the letter saying my trrops starved and it main part of the problem I am trying to explain to them. The display is not updating correctly. If I had seen the red indicator before sending the troopss I might have thought "Oh its time to reset this game because it is not connecting correctly" or something similiar.
Now this is where my frustration really begins. The response from support is a canned statement about I need to make sure I have a solid wifi connection while playing the game. Thereby putting all the responsibility back on me. I talk to the expert on my server and she believes it is the games fault and I should letter support again. Which I do. The response is again that it is my fault and there is nothing they can do. I send many more letters and my third response is in broken english and says that they still cant return my troops. In my forst letter I was very specific with a copy paste of the letter and a brief description of the problem. I have paid hundreds of dollars to play this game and I frankly dont care whose fault it is (nor should I have to). It would cost Haypi Kingdom nothing to return a few thousand troops to me and I would be a happy player who is not wasting his time trying to solve this problem for himself and others.

Again If anyone knows of a Haypi Kingdom Users Group who is working on fixing the relationship between Haypi and it's loyal customer base please tell me.

-Banion

They should

Pretty much sums up how i felt exactley, a very well written letter you definatley deserve the troops back. Good luck

[support9]

Haypi Kingdom should revise their Customer Support Policy to treat long-term customers with respect and a little lee-way in their decisions about when troops should be credited to an account.
I understand that support for this game is stressed by many new players who may be inexpereinced and seek the return of their troops for many reasons which are not the fault of Haypi Kingdom. I am an otherwise happy Haypi Kingdom player and I am very thankfull for a all the technical support they need to do.
My reason for posting this is to highlight that by alienating and disappointing long standing high paying customers they are reducing the potential long term successfulness of the game.
Customer Support by its very definition is to support the game for the customer. This is were Haypi Kingdom's biggest problems lie right now.
If a customer feels that it was the fault of the game and they have been playing for a year without ever asking for troops or credits then the first response should be "Sure, here are your troops." This can be followed by advice that they should be aware of (WiFi issues etc) and a warning that they will not be able to replace troops again for the same issue for a period of time like a month or a week.
Secondly, It doesn't matter that Haypi Kingdom is paying their experts with in-game credits they are paying them and as such they are employees of Haypi Kingdom. They are it's representatives. If an expert tells a player that they have experienced a game glitch and that they should seek out credit of their troops from support then that creates an even stronger case for the speedy return of troops or some form of in-game credit.
By treating the players Customer Service Requests as dishonest attempts to get free troops Haypi Kingdom is creating a hostile relationship and alienating their loyal customers.

If anyone knows of a group of Haypi Players who are trying to help with this problem I would love their contact information.

Below is just a description of my Glitch which I feel was the fault of the game and I am seeking the return of troops for. It does not directly effect my point above as I think that their Customer Support Policies need to be revised for many situations not just mine.

I was rebalancing my troops into different cities so that they would not starve while I was sleeping. I check each city to make sure that the crop consumption is not in the red and if it is I figure out how many troops need to leave to put that city back in the black. Before I dispatch troops to the next city I check to make sure it has enough crops to feed them for at least an hour or 2 in case I get interrupted for a few minutes they wont starve. After checking and sending troops to the next city I realize I have to command a small atta and I go to do that. When I get back I go to check the War Report for the battle and I see a Lost City Troops letter. I go to the city which the letter refers to and it still shows a positive 190,000 crops. Then I try buying some crops and while it is sending the letter for the crop purchase the crop display changes to 340 and begins to go up, finally jumping up to the amount of crops I had purchased.
Now, in my letter to support I mentioned that I saw a red light on the connection but this only happened after I had gotten the letter saying my trrops starved and it main part of the problem I am trying to explain to them. The display is not updating correctly. If I had seen the red indicator before sending the troopss I might have thought "Oh its time to reset this game because it is not connecting correctly" or something similiar.
Now this is where my frustration really begins. The response from support is a canned statement about I need to make sure I have a solid wifi connection while playing the game. Thereby putting all the responsibility back on me. I talk to the expert on my server and she believes it is the games fault and I should letter support again. Which I do. The response is again that it is my fault and there is nothing they can do. I send many more letters and my third response is in broken english and says that they still cant return my troops. In my forst letter I was very specific with a copy paste of the letter and a brief description of the problem. I have paid hundreds of dollars to play this game and I frankly dont care whose fault it is (nor should I have to). It would cost Haypi Kingdom nothing to return a few thousand troops to me and I would be a happy player who is not wasting his time trying to solve this problem for himself and others.

Again If anyone knows of a Haypi Kingdom Users Group who is working on fixing the relationship between Haypi and it's loyal customer base please tell me.

-Banion

Please kindly check the following info and if there's more specific info please get back to me through PM.

Firstly, in your post you've mentioned"After checking and sending troops to the next city I realize I have to command a small atta and I go to do that. " could u please confirm:
a. Did you dispatch your troops to the next city before balancing the crop in that particular next city?
b. how many crops were left in that city, how many troops were in that ciyt and how many troops did you dispatch to the city? You can give me an approximate figure and i'll check and confirm.
Secondly, please give me the coordinates of both cities: the one you dispatched troops from and the one the troops were to dispatch to

Thank you banlon, for finally pointing out that haypi usually puts the blame on US rather than THEM.

And btw support it's been over 5 weeks since I heard back from you I guess since you can't figure out why I starved in positive crop consumption you just make up stuff and when that doesn't work you give people the silent treatment. That's a great way to treat customers. Not.

Hey what's up Banion!

I agree with you for the most part. It seems that Haypi support doesn't really always understand how most of us are just trying to have fun playing a game. Most people aren't cheaters.

Question: Did you starve from the dispatching city or the city that received the troops?

I've also had issues many times with negative crop with no troops in the city whatsoever. Don't know if this played in. I always just continually buy crop and in like 3-4 hours it fixes itself and goes back to positive crop.

[GoldenRico]

Boy.... So many mad brahs