Antwoord van JoyBuggy

Geüpdatet op 29 okt 2024

Update 29/10
We have once again tried to contact the user here, without any luck. We contacted the user both here on Trustpilot without any luck. And we did contact the user, using the provided information, but we still await feedback from the reviewer here.

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**Disclaimer:** It's important to note that recent changes on Trustpilot allow reviews without requiring an order number or verification of purchase details. We have made multiple attempts to contact reviewers for verification without success, leading us to treat such reviews as unverified. We encourage the community to provide feedback directly to Trustpilot concerning their review policies to enhance accuracy and accountability.

Morning Tjim

There is something I need help to understand here.

How can your key arrive late and you worry about it never coming when the game does release at 11/10-2024 at 00:00 utc and you got the key at 10/10-2024 at 23.23 utc?

Hope you can help me understand how that can turn out in a 2 star rating, a worry about a late delivery and not getting the key at all.
I do see that you did post this review 11/10-2024 at 03:27 so that is even way after both key assignment and release date of the game.

Thanks - Martin
Owner of JoyBuggy

Antwoord van JoyBuggy

Geüpdatet op 13 okt 2024

**Disclaimer:** It's important to note that recent changes on Trustpilot allow reviews without requiring an order number or verification of purchase details. We have made multiple attempts to contact reviewers for verification without success, leading us to treat such reviews as unverified. We encourage the community to provide feedback directly to Trustpilot concerning their review policies to enhance accuracy and accountability.

Hello Rasmus,

Thank you for sharing your experience, and I apologize for any confusion or frustration you encountered with your order for Dragon Ball Sparking Zero.

I’ve reviewed your case and can confirm that your code was delivered at 00:02 UTC, just two minutes past the early access opening time of 00:00 UTC (02:00 Danish time). I also checked your chat interactions and noted that you did not request to speak with a live agent despite multiple prompts asking if the AI’s response was sufficient.

It appears that you tried to reach out to us before the early access had commenced, and although the game was ready for you since the early access opened, I understand your disappointment in not receiving an immediate email notification when the key became available in ‘My Games.’

I sincerely apologize for any inconvenience caused by the slight delay and the communication process through our chat system. We strive to offer timely support and clear notifications, and it seems we fell short in this instance.

For any further questions or if you need more direct assistance, please feel free to reach out via our chat service or email us at support@joybuggy.com. We are here to help and ensure a better experience moving forward.

We look forward to hearing from you and hope to resolve any outstanding concerns you might have.

Best regards,
Martin - Owner, JoyBuggy

Hej Rasmus

Jeg kan se din kode blev leveret kl 00:02 UTC
Så som skrevet ud til dig på chatten også, som du desværre ikke har reageret på er koden blevet leveret til dig desværre med en lille forsinkelse, altså de 2 minutter.
Tidlig adgang bliv åbnet kl 00:00 utc altså kl 02:00 dansk tid.

Jeg har lige fuldt op på din chat samtale og kan faktisk se du ikke på noget tidspunkt har bedt om at tale med en agent trods du flere gange er blevet spurgt om svaret fra AI er godt nok.

Samtidigt kan jeg også se at du siden din besked før tidlig adgang har forsøgt at komme i kontakt med os.

Spillet har lagt klar til dig siden tidlig adgang åbnet.

Har du yderligere spørgsmål, er du velkommen til at kontakte os på vores chat eller mail support @ JoyBuggy.com

Vi ser frem til at høre fra dig.

Antwoord van JoyBuggy

Geüpdatet op 13 okt 2024

**Disclaimer:** It's important to note that recent changes on Trustpilot allow reviews without requiring an order number or verification of purchase details. We have made multiple attempts to contact reviewers for verification without success, leading us to treat such reviews as unverified. We encourage the community to provide feedback directly to Trustpilot concerning their review policies to enhance accuracy and accountability.

Hello Jean,

I truly understand the disappointment and frustration you're feeling regarding the delay in receiving your key for Dragon Ball Sparking! Zero. We know how much anticipation builds up for such a highly awaited game, and every minute of delay can seem much longer when you're excited to start playing.

To provide some clarity, all information related to the key's estimated date, the early access timeline, and the actual assignment of the key is strictly controlled by the publisher. The "Estimated Key Date" we provided was set for 07/10 at 23:00 UTC, with the publisher's early access scheduled to begin on 08/10 at 00:00 UTC. According to our records, your key was assigned at 00:01:43 UTC, which, while slightly past the stroke of midnight, still closely aligns with the publisher's timing.

Although this timing is out of our hands and strictly managed by the publisher, we recognize how vital timely delivery is to our gamers, especially when thousands, like yourself, are eagerly waiting to dive into a new adventure. We apologize that the alignment wasn't perfect in this instance.

We are continuously working with publishers to tighten these windows and ensure smoother launches in the future. Your experience, along with feedback from our gaming community, helps us in these discussions and in refining how we manage these launches.

I encourage you to reach out to us directly via email at support@joybuggy.com. While we can't change the release timings provided by the publishers, we are fully committed to providing excellent customer care in all other aspects that are within our control. Whether it's addressing your concerns or discussing how we can make your experience better in the future, we're here to listen and help.

Thank you for your patience and for bringing this issue to our attention. We value your input and are here to ensure a better experience moving forward.

Warm regards,

Martin - Owner, JoyBuggy

Antwoord van JoyBuggy

Geüpdatet op 13 okt 2024

**Disclaimer:** It's important to note that recent changes on Trustpilot allow reviews without requiring an order number or verification of purchase details. We have made multiple attempts to contact reviewers for verification without success, leading us to treat such reviews as unverified. We encourage the community to provide feedback directly to Trustpilot concerning their review policies to enhance accuracy and accountability.

Hello,

Thank you for sharing your feedback, and I'm sorry to hear about the trouble you're experiencing with your game key. We're here to help!

It appears that your purchase was very recent, and we haven't yet received any direct communication from you regarding this issue. To resolve this quickly and understand what might be going wrong, we encourage you to reach out to us directly through our support channels. You can contact us via email at support@joybuggy.com or use our live chat on our website for immediate assistance.

Trustpilot isn't equipped to handle support queries, and by contacting us directly, we can provide personalized and effective solutions to get your game up and running as soon as possible.

We're standing by to assist and look forward to resolving your installation issue swiftly.

Best regards,
Julie
Customer Support, JoyBuggy