Customer Service Done Right

In a time when most developers fall short, Konami rises to the challenge

KONAMI | Photo Courtesy
Fast, friendly service is what gamers can experience with Konami games.

Good customer relations/service is in short supply in many areas of the gaming industry nowadays. From attacking fans in the case of Electronic Arts’ “Battlefield 5,” and neglecting problems with Bethesda and “Fallout 76,” the industry is liberally seasoned with customer disservice. Every now and then, there are shining rays of hope, however.

Recently, one of my guilty pleasures, “Yu-Gi-Oh Duel Generation,” a mobile app for the Yu-Gi-Oh card game, stopped working properly. The app would open, the screen would turn black, then the app would go back to the home screen. I tried uninstalling and reinstalling, then in a last-ditch effort, I cleared the cache files. (The game is online, so my account, cards and points were safe.)

Something worked eventually, and I was able to get into the app. The next problem I had was not being able to login to my account no matter what I did.

Like any rational adult when they are hit with a problem, I went to Google to figure out my next move. Immediately, I found forums saying the developers of the app have a Facebook account, where they are quick to respond and resolve issues players have. As the online community suggested, I asked the developers for help and they quickly responded. They asked me for my username and then in short order, got back to me with some semi-good news.

“There is something corrupted with the account, and unfortunately it needed to be reset. Sorry for the inconvenience. We have added points to your account to help you get back to where you were.” I was very happy with the response time and how they handled my request. I was a little sad that my account had to be reset, which meant I lost my custom decks of cards and points. They did give me some points to get back to where I was though, right? Oh yeah, they did.

After being able to get back into my account I was astounded to find that the number of points I was given was 10 million. To put that into perspective, each 50-card pack is worth 6,000 points. With that amount, I was able to purchase over 1,666 card packs, which is a lot of cards. I was definitely able to make up the cards I lost with this gift.

In conclusion, the developers did a great job with quickly getting back to me and fixing my problem. They did not keep me on edge and gave me an amazing compensation for my trouble. Since finding “Yu-Gi-Oh Duel Generation” I’ve enjoyed the game a lot. The great customer service I received from the developers and how they handled my situation have made me appreciate the game even more.

If you want to go play a free fun card game with great customer support, I suggest checking out “Yu-Gi-Oh Duel Generations.”

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