chess.com ignorance! - Chess Forums

Al-Khalifa93

Mar 21, 2015

0

#1

Hi first of all this was my message

Hello chess.com I have sent many messages but no reply I lost a game on time, that day I had 2 days left then suddenly I got a message says that I lost on time! how this could be !!!?
"shaun moves" ( chess.com staff told me : that the server calculated the time accurately but this is not my mistake it's the chess.com app mistake not mine!! I have been playing on chess.com for long time and I have a plan not to lose on time then because of your app I lost please fix this problem and reply me as fast as possible, I was a premium member so you should take care of me not ignoring me

game's link : http://www.chess.com/echess/game?id=101776789

thanks very much
best regards
Ayoubi

ok then I got a reply says

Shaun replied:

Hello!

First, let me assure you I have restored your game.

We want to help all our members. When I advised you the previous steps, I was gearing them toward a browser. Since you are using an app, I would like to give you a different set of steps which will help and our geared toward your browser.

1. Enter your Android device’s settings.
2. Inside you should find Application settings (sometimes called application manager)
3. Locate and select the Chess.com app.
4. Clear the app data. (This step is extremely important, don’t skip!)
5. Uninstall the app, and re-install from the Google Play store.

This should fix your issue. Can you play a couple of moves and get back to me with the results?

Shaun Moves
Chess.com Support Staff

and still my game is not restored yet !!!

notmtwain

Mar 21, 2015

0

#2

Ayoubi-W wrote:

Hi first of all this was my message

Hello chess.com I have sent many messages but no reply I lost a game on time, that day I had 2 days left then suddenly I got a message says that I lost on time! how this could be !!!?
"shaun moves" ( chess.com staff told me : that the server calculated the time accurately but this is not my mistake it's the chess.com app mistake not mine!! I have been playing on chess.com for long time and I have a plan not to lose on time then because of your app I lost please fix this problem and reply me as fast as possible, I was a premium member so you should take care of me not ignoring me

game's link : http://www.chess.com/echess/game?id=101776789

thanks very much
best regards
Ayoubi

ok then I got a reply says

Shaun replied:

Hello!

First, let me assure you I have restored your game.

We want to help all our members. When I advised you the previous steps, I was gearing them toward a browser. Since you are using an app, I would like to give you a different set of steps which will help and our geared toward your browser.

1. Enter your Android device’s settings.
2. Inside you should find Application settings (sometimes called application manager)
3. Locate and select the Chess.com app.
4. Clear the app data. (This step is extremely important, don’t skip!)
5. Uninstall the app, and re-install from the Google Play store.

This should fix your issue. Can you play a couple of moves and get back to me with the results?

Shaun Moves
Chess.com Support Staff

and still my game is not restored yet !!!

You should write an email back to support, perhaps asking for Shaun's attention. https://support.chess.com/customer/portal/emails/new

This forum is designed to let ordinary members answer you. We are not support staff. We have no admin powers.

wingover

Mar 21, 2015

0

#3

I'm sure calling the staff "ignorant" in public despite of having received a helpful reply will help your cause. Idiot.

Not_Joking

Mar 22, 2015

0

#4

It says that I have 23 hours to Finnish my game but it has never changed!! this is not very funny!

Not_Joking

Mar 22, 2015

0

#5

It says that I have 23 hours to Finnish my game but it has never changed!! this is not very funny!

Ziggy_Zugzwang

Mar 22, 2015

0

#6

You can say that again !

kleelof

Mar 22, 2015

0

#7

Yeah, I've tried the new version (not 'classic') a few times and it is horrible at refreshing. I sent an email and brought it up in a forum thread where the developers were there. And, as of 4 months ago, the issue was still not resolved.

I think maybe C.c is stretching itself too thin with so many apps and this 'v3' of the site they keep talking about.

Al-Khalifa93

Mar 23, 2015

0

#8

I am a very active member of this website and now feel extremely discourage to play anymore because I fear losing on time due to a mistake on the wbesite

i would appreciate your correspondence thanks

Al-Khalifa93

Mar 23, 2015

0

#9

who should I contact ?

eciruam

Mar 23, 2015

0

#10

Ghost-busters.

I_Am_Second

Mar 23, 2015

0

#11

Ayoubi-W wrote:

Hi first of all this was my message

Hello chess.com I have sent many messages but no reply I lost a game on time, that day I had 2 days left then suddenly I got a message says that I lost on time! how this could be !!!?
"shaun moves" ( chess.com staff told me : that the server calculated the time accurately but this is not my mistake it's the chess.com app mistake not mine!! I have been playing on chess.com for long time and I have a plan not to lose on time then because of your app I lost please fix this problem and reply me as fast as possible, I was a premium member so you should take care of me not ignoring me

game's link : http://www.chess.com/echess/game?id=101776789

thanks very much
best regards
Ayoubi

ok then I got a reply says

Shaun replied:

Hello!

First, let me assure you I have restored your game.

We want to help all our members. When I advised you the previous steps, I was gearing them toward a browser. Since you are using an app, I would like to give you a different set of steps which will help and our geared toward your browser.

1. Enter your Android device’s settings.
2. Inside you should find Application settings (sometimes called application manager)
3. Locate and select the Chess.com app.
4. Clear the app data. (This step is extremely important, don’t skip!)
5. Uninstall the app, and re-install from the Google Play store.

This should fix your issue. Can you play a couple of moves and get back to me with the results?

Shaun Moves
Chess.com Support Staff

and still my game is not restored yet !!!

Calling people "ignorant" isnt right

Being a "premium" member gives you no special priviliges

You need to contact https://support.chess.com/ not complain on a public forum

-Jarod-

Jul 26, 2015

0

#12

I also have this problem!!

RonaldJosephCote

Jul 26, 2015

0

#13

Which problem? The Ghostbusters, or the echo--you can say THAT again. Did you follow Shaun's 5-step advice? You DO know this thread is 4 months old So for the guy who had 23 hrs to finish his game. You better hurry up because I'M NOT JOKING

FES314

Jul 26, 2015

0

#14

The guy who said Ghostbusters is a freaking genius