Glad i spent my time working and not playing a game for hours on end. I will earn my diamond for the year with my stay this week putting me over 100K base points for the year.
Location: Finally back in Boston after escaping from New York
Posts: 5,720
For those who choose to complain directly through the Hilton website, keep in mind that the contact form limits you to 500 characters. These guys really don't want to hear from us.
I sent off a not-so-happy email to both the email link on the Advance Your World page and directly to AMEX through the Secure Message Center on their web site after you sign in to your account.
I have not heard anything from the game email link but this is what I got back from AMEX within 24 hrs....
"Thank you for your email.
We understand your concern regarding this matter and apologize for any inconvenience this matter may have caused to you.
Please be advised that our E-mail Servicing Team has opened an investigation into this matter. Our Hilton Customer Service unit will be researching and completing the investigation on your behalf. Although they are not set up to correspond by e-mail, you can expect the following:
- If Customer Service needs any further information, they will contact you directly.
- When they complete their research, they will notify you in writing, providing a detailed explanation of the resolution of your inquiry.
We realize you would like to have completed this transaction with a single e-mail. We hope you understand that your request will be handled more effectively by the designated Customer Service unit.
In addition, since this issue has caused you inconvenience, as a more tangible expression of our concern over this issue, I have issued 3,000 Hilton HHonor points to your account as goodwill. These points will appear on your account within 2-3 days.
We at American Express would like to thank you for your valued membership since XXXX and hope I was able to assist you appropriately. We do appreciate your patience and thank you for your understanding while we resolve this issue."
I'm still not very happy over the whole thing but I got 3,000 points and I'm waiting to see what happens with the "Investigation".
I sent off a not-so-happy email to both the email link on the Advance Your World page and directly to AMEX through the Secure Message Center on their web site after you sign in to your account.
I have not heard anything from the game email link but this is what I got back from AMEX within 24 hrs....
"Thank you for your email.
We understand your concern regarding this matter and apologize for any inconvenience this matter may have caused to you.
Please be advised that our E-mail Servicing Team has opened an investigation into this matter. Our Hilton Customer Service unit will be researching and completing the investigation on your behalf. Although they are not set up to correspond by e-mail, you can expect the following:
- If Customer Service needs any further information, they will contact you directly.
- When they complete their research, they will notify you in writing, providing a detailed explanation of the resolution of your inquiry.
We realize you would like to have completed this transaction with a single e-mail. We hope you understand that your request will be handled more effectively by the designated Customer Service unit.
In addition, since this issue has caused you inconvenience, as a more tangible expression of our concern over this issue, I have issued 3,000 Hilton HHonor points to your account as goodwill. These points will appear on your account within 2-3 days.
We at American Express would like to thank you for your valued membership since XXXX and hope I was able to assist you appropriately. We do appreciate your patience and thank you for your understanding while we resolve this issue."
I'm still not very happy over the whole thing but I got 3,000 points and I'm waiting to see what happens with the "Investigation".
Complaining to Hilton via email elicits the following response:
Thank you for your message to Hilton Reservations and Customer Care. It is my pleasure to assist you today with the promotional offer.
Unfortunately HHonors has no control or authority regarding the contest offered thru American Express. Please contact them directly with any problems or questions at fulfillment@eprizefulfillment.com. We apologize for any inconveniences.
We appreciate this opportunity to assist you and thank you for your continued loyalty! If you have any further questions regarding your HHonors account, please don't hesitate to let us know.
For immediate assistance, please click on the link below for the contact number of the HHonors Service Center nearest you:
ePrize will be contacting all registrants shortly to verify physical
addresses to confirm eligibility. Potential winners will be notified on
or around May 18, 2009. We thank you for your patience.
To contact AMEX you should log on to your AMEX online account and there you will find a secure message center that will allow you to send them a written communication that will be attached to your account info without the chance of it being intercepted in a regular email. You can see from my previous post the reply I got back from AMEX.
To contact AMEX you should log on to your AMEX online account and there you will find a secure message center that will allow you to send them a written communication that will be attached to your account info without the chance of it being intercepted in a regular email. You can see from my previous post the reply I got back from AMEX.
Thanks much.
I have just received this:
Dear Contestant,
We have received your communication regarding the Advance Your World
Challenge and would like to thank you for your participation and
apologize for any inconvenience caused by our decision to end the
contest on March 27, 2009.
Unfortunately, we have found some technical issues with the game that
resulted in erroneous scores. Since we are unable to fix the technical
issues that caused the erroneous scores or to identify which scores were
impacted, we determined that the fairest resolution is to award the
prizes through a random drawing.
Everyone who registered to play the game as of March 27, 2009 and meets
the eligibility requirements will automatically receive one entry into
the random drawing to win one of the 1,000 prizes available. There are
7 grand prizes consisting of one million Hilton HHonors bonus points, an
upgrade to HHonors Diamond VIP tier status through March 2011, and a
check for $10,000; and 993 prizes consisting of 10,000 Hilton HHonors
bonus points and an upgrade to HHonors Diamond VIP tier status through
March 2011.
ePrize will be contacting all registrants shortly to verify physical
addresses to confirm eligibility. Potential winners will be notified on
or around May 18, 2009. We thank you for your patience.
I got the same email as above, as well as a personalized, but similar response from the Amex message center.
I have asked that my issue be passed on to a supervisor and told them if nothing is being done, I will be calling in a few days to cancel my account. I'll see what response that brings back.
Programs: PC Gold, SPG Gold, Marriott Silver, HHonors Silver Hertz #1 Gold,BW Diamond, National Emerald Exec.
Posts: 245
The response I got from Amex
Dear Ktremor,
Thank you for your e-mail.
I understand your disappointment in this regard. Unfortunately, we have found some technical issues with the game that resulted in erroneous scores. As a result, we have made the decision to end the promotion in accordance with the official rules as of March 27, 2009.
As you are aware, we will still award the 1,000 prizes, but will do so through a random drawing of everyone who registered as of March 27, 2009 and meets the eligibility requirements. We will notify potential winners on or around May 18, 2009.
Additionally, we strive to provide the best customer service, and I have forwarded your concerns about this matter to the appropriate managers. Be assured that the feedback we receive from Cardmembers plays an important role in enhancing your customer experience.
We thank you for your participation and apologize for any inconvenience. If there is any other way in which we may be of assistance, please contact us.
I was dreading logging in this morning because I knew much of my work day would be wasted by this God-forsaken game. But there it was - it's over. I don't know what to think.
I'm almost relieved. But also disgusted. I was definitely going to get in the top 1000 if cheating didn't get exponentially worse. Now I get a lame chance at a prize - but I still think chances are better than most contests.
I understand your disappointment in this regard. Unfortunately, we have found some technical issues with the game that resulted in erroneous scores. As a result, we have made the decision to end the promotion in accordance with the official rules as of March 27, 2009.
As you are aware, we will still award the 1,000 prizes, but will do so through a random drawing of everyone who registered as of March 27, 2009 and meets the eligibility requirements. We will notify potential winners on or around May 18, 2009.
Additionally, we strive to provide the best customer service, and I have forwarded your concerns about this matter to the appropriate managers. Be assured that the feedback we receive from Cardmembers plays an important role in enhancing your customer experience.
We thank you for your participation and apologize for any inconvenience. If there is any other way in which we may be of assistance, please contact us.
Sincerely,
Email Servicing Team
I received the same email as above at first, then wrote back that other people with the same concerns received at minimum Hilton points to help rectify the situation - then received an email back immediately that they've issued 5k Hilton points. At least that's something for the effort put into the contest.
