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Big Fish

Posted By: Debra

Big Fish - 05/14/20 06:54 PM

Has anyone had trouble getting Big Fish Games to offer help with technical issues or the game manufacturers? I've got Twillight Solitaire 2 the Collectors Edition and it's stuck on level 11 with no possible moves and nothing to do but start the game over from scratch. (When you're at level 100+ that doesn't seem an option.)
I went to the forum for the game and it's locked and the help page offered gives me an error message.
Any ideas, help or suggestions?
Posted By: Marian

Re: Big Fish - 05/14/20 07:17 PM

I have used Customer Support many times and never had a problem with it.

Are you sending your inquiry through this page? It's on the right - where it says Contact Customer Support - click on that and it will take you to another page where you can click on "Submit a Request."

After you submit your request, you will get an automated reply acknowledging your submission. Within about 24-72 hours you will then get another email with technical advice as well as a free game code; if you still wish to discuss your problem with one of their support staff, make sure that you reply to this email or else they will assume that you no longer have a problem and that will be the end of it.

If you still get an error message after submitting a request, I don't know what to tell you as I have never had that happen. I suppose you could try a different web browser just to see if that makes a difference.

If there is a bug in the game, Big Fish can only report it to the developer and then it's up to the developer to fix it and provide Big Fish with an update. This is a reputable company, so if there is a glitch that is affecting everyone, they would be sure to fix it. Thus far I haven't heard anyone mention any glitches with these solitaire games, but this is not to say that none exist.

Posted By: Debra

Re: Big Fish - 05/14/20 09:23 PM

Thank you, Marian. I was able to go to that page and submit a request for help. Of course, you get the co-vid page telling you they have very few staff, but at least it's a start.
Posted By: Marian

Re: Big Fish - 05/15/20 12:27 AM

As I stated earlier, when you hear back from them via automated reply where they offer you tech advice as well as a free game code, make sure that you reply to that email letting them know that your problem is not resolved; you will then get a reply from one of their support staff. Otherwise, it is assumed that you no longer need help and that will be the end of it.

I heard from someone today at Customer Support so staff is definitely there, but all Big Fish employees are working from home at this time.
Posted By: Debra

Re: Big Fish - 05/15/20 11:17 PM

They sent me the game code since I couldn't fix it by the methods they sent. It worked out great since I got one of the games I'd been wanting: Atlantis Solitaire 2 Collectors Edition.
I love underwater scenarios!
Thanks for all your help with this. joy
Posted By: Marian

Re: Big Fish - 05/15/20 11:46 PM

That's very good news, Debra! You are most welcome. smile
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