Most people who knows me would agree that I hardly ever swear, but when Sulake staff are involved that’s all they make me feel like doing. I just fail to comprehend how a company can be so successful while having such incompetent staff! In light of recent events I have decided to post about some things which have happened in the past. Hopefully someone from Sulake will read this and train/fire all of these incompetent people.
Firstly there’s the incident about 3 years ago. This is the first incident I would like to mention as everyone I have told about it will agree the staff are clearly in the wrong. To put things simply, my account received a permanent banned. Yes, I know you’re probably thinking “You probably deserved it” or something along those lines, but let me tell you what exactly happened first! At the time I was in a room talking to some friends, and I told them I was using custom web browser (made by myself) with Habbo as the startup page. This was my preferred method of accessing Habbo at the time. I got the idea from Jagex actually, I used a simple program like this to access Runescape and I liked it, so I made a simple program to let me access Habbo. All it did was open Habbo with no toolbar so I get extra screen space, it also allowed me to easily identify the habbo window when I had a lot of running applications (which was most of the time). After I said told my friends about it (I wasn’t even offering to let them use it, we were just talking about web browsers!) I received the ban. Now here’s the kicker, my ban reason was scamming. Can someone please point out how I was scamming them?
Next up is when about 40 of my accounts for perm banned for doing something I was told I am allowed to do not long before I did it. Yes, you did read that right. 40 accounts. Why did I have 40 accounts online in the first place? It was for some screenshots. I asked the staff using “call for help” weather or not I would be allowed to have multiple accounts online at the same time. They replied informing me that is is allowed aslong as I am not using the extra accounts for scamming. So I brought on all of my accounts and started taking screenshots, then I start noticing they were getting logged off. I quickly switch through all of the windows looking for the accounts getting logged off only to find they have been banned for “Terms and Conditions violation – cloning”. Now, I’m a strong believer in reading Terms and Conditions before joining websites, and I have read the Terms and Conditions for Habbo many times. Not once does it mention anything about cloning, so how is it a terms and conditions violation?
Something a little more recent would be in April of this year, My account was given a permanent ban for “Room Scripting” (their way of saying I own too much furniture and their buggy system says it doesn’t exist). I saved most of the emails sent between Player Support and me so I would be able to post them online at a future date, and I am glad I saved them. In fact I’m glad I saved them as they are just so funny to read. In fact, I have shown a few people and every one of them have just laughed at how incompetent the staff are! The staff claimed they had some sort of proof I had used scripting programs. When I told them they have a problem on their end as I never used any scripting programs, they just closed my ticket stating my problem is “solved”. I even asked them for the proof and I have still not received anything resembling proof.
A little over one month later I finally got my account unbanned, how? Simple. I sent a message to Bamaloo (the hotel manager at the time) on twitter and asked her for a contact email so I could send the whole log of emails to her and see what she will do about it, she asked me to just tell Player Support to pass it onto her. So I wrote up a email for them to give to her which explains that I was unfairly banned, there is no proof I even did anything wrong, how much money I have spent on Habbo Credits, and fansites etc. in the hope that she would read it and finally unban my account. Well it turns out Player Support magically decided to unban me rather than foward her the email. It looks like someone wants to keep their job. Too bad they have all gone to Singapore now. (EDIT: I forgot to mention, I actually asked for a refund on the HC I lost while banned, just over 1 month which would be around $5AUD probably. Funny how they just ignored my email all together)
The final issue I want to mention is the latest issue I have had. The last rare to be released was a “Crystal patch”. Anyone who bought this received a crystal badge. that is to say everyone except me and one of my friends (and probably more that I do not know of). Now this should be a simple matter of me contacting player support, they check my credit history for the purchase then give me the crystal badge. It shouldn’t take more than 1 week at the most right? Wrong. Firstly I didn’t realize people received the badges as I kept looking for mine and never saw it, then when I contacted Player Support it took them a long time to even get back to me.
On the 11th of June I finally recieved a reply from Player Support informing me that my account has recieved the Crystal Patch badge, please note I asked them about both mine and my friends and they have not mentioned my friend’s badge. I logged into the website and looked for it, no badge. No biggie I thought, I’ll just leave it for a few days and try again. So I waited, and waited, and waited. Still no badge. On June 21st I used the new help tool to ask them about the badge again (surly 10 days is more than long enough to wait). I asked them about both mine and my friend’s badge again just to make sure we both got our badges.
The reply I got just made me loose all hope. No mention of my badge AT ALL, instead they simply told me they cannot answer emails that are not sent from the Habbo themselves. They then go on to tell me my friend needs to contact them. Hang on! Where’s my badge though? You can at least help me right? Apparently not. I asked them about mine again and then all 3 of my tickets were closed by the same person within a few minutes of each other without any help given. In fact all the reply said is they believe my issue is “Resolved”. How can it be resolved when you won’t even read what my problem is? I retaliated by copying and pasting a reply to all 3 tickets stating that they have done nothing to help me and my issues are not resolved. Now just today I got another reply, apparently my browser’s cache is the problem.
Sure, I don’t mind them dumbing it down and talking like I know nothing about computers (hey, most players are kids who don’t know this stuff, so you have to expect these things) but claiming “the more you browse the Internet, the fuller your cache becomes!” (their words not mine) is just ridiculous. Come on Sulake, can you at least hire some staff that can speak English? Furthermore I am told I should clear my cache, but they will not provide me with assistance in doing so. Instead they tell me to google it. Great help. My cache isn’t even the problem here. I have tried clearing my cache, different browsers, different computers, I even asked a few friends to check what badges I have. They all tell me the same thing. I simply do not have the Crystal Patch badge on my account.
If you have managed to read this far, congratulations. Hopefully you can see why I am so pissed off with Sulake Staff all the time.