Recently, a Reddit user shared some screenshots from their chat with a member of the Clash Royale’s Support Team, where the staff member refused to explain more about the player’s problem and shamelessly hung up the chat without providing a proper answer.
The problem originated from a Clash Royale bug when Season 59 went live in May 2024. The bug would randomly appear after unlocking a chest, where the player used to receive excessive rewards like multiple Champions cards, hundreds of thousands of Gold, and so many other cards.
At the time, Supercell acknowledged that they would find a solution to bring back players who were falsely rewarded by the bug in line with other players, which then turned out to be reverting accounts to their original state before the exploit. However, it seems like the solution didn’t work properly for everyone.
Reddit user, PuzzleHeadedDoubts372, claims that a few of their cards were actually reverted to a way older state than before the exploit. According to the Reddit user’s chat with Supercell’s Support Team, three cards have appeared with levels below their actual state before the exploit, including Mighty Miner going down from Level 14 to Level 12, and Princess and The Log dropping from Level 14 to Level 13.
If you are even a little bit familiar with Clash Royale, you probably know how difficult it is to earn Champion Cards in the game without spending real-life money. So, losing two levels of Mighty Miner is indeed a huge loss for every player in the game.
While the player insisted all of the aforementioned cards had been at Level 14 even before the exploit, the support member denied it by saying that the necessary checks revealed all cards had been reverted correctly, and once the player asked for it the third time, the staff member decided to hang up rather than providing more evidence.
Now, we are not to judge if the player is right, but this way of hanging up the chat is quite a shameless way of behaving with a consumer. The staff member could probably ask for a little bit more time to investigate the issue further or reference the issue to a higher-up support member. What if the player is right and they have spent real-life cash to upgrade their cards?
This is not an acceptable way to treat your consumer when the company breaks the game itself and then struggles to operate the resolution properly. But even if the player is wrong, this is still not the way to end a chat with a consumer, unless you don’t really care about your community.
Supercell is yet to react to this matter, and we hope they take some action to solve this problem, or at least provide an apology to the player who was treated impolitely.
