Mark Pincus
Founder,
Chief Executive Officer &
Chief Product Officer

Mark is the founder, CEO and chief product officer of Zynga. He founded the company in 2007 with a mission of connecting the world through games, and in founding zynga.org, he also believes that games can do good.

On his way to creating Zynga, Mark started three companies. In 2003, he launched Tribe.net, one of the first social networks. Before that, he founded Support.com, a pioneer in automating tech support, and took it public. In 1995, he launched FreeLoader, the first web-based consumer push company. Mark started his career in new media and venture capital before he discovered his calling as a consumer technology entrepreneur. Mark also made founding investments in Napster, Brightmail, Twitter and Facebook.

Mark graduated summa cum laude from University of Pennsylvania’s Wharton School of Business and earned an MBA from Harvard Business School. He is an angel investor in multiple Silicon Valley startups and regularly gives lectures to aspiring entrepreneurs.

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June 25, 2009

Comments

Dear Mark,

I am encouraged to hear that the tix are being closed so rapidly. However I would like to point that they are being closed out without resolution.

I am sorry to have to contact you here, but feel I have no other recourse. Please note the response times and generic and somewhat inappropriate replies.

I am going to copy and paste my actual ticket with your customer service department. It was closed sometime this afternoon without resolution or further contact, 8 days past my last communication with your department. I admire Zynga, I like what you have to say in your blog. I hope you stand behind your word and will help see this situation resolved fairly.

As background for readers unfamiliar with the Vampire Wars application, players have an option to reallocate their stats, though each time they do the price of the reallocation doubles. The first time is 30 favor points, second 60, third 120, etc.

**************
Customer (Catherine Bergrud) 06/03/2009 06:04 PM
This evening, June 3 around 8pm Eastern time I went to reallocate my stats in VW via Facebook. I entered my stats, pressed the continue button (unsure exactly of the phrase.) I received a msg saying something like the Elders thank you. I went to my coffin page and my stats were exactly as they were before yet my 60 favor points are missing.
I know there have been glitches in the game lately.
I would like my stats reallocated please. I both purchased and earned those favor points. I paid for a product I did not receive.
I understand from the clan wall and forum this is happening to several people. However some are reporting an option to reallocate appears on their coffin. This is not the case in mine.

To be clear, I want to reallocate. I do not want 60 points back unless the cost of reallocation is reset back to 60. It is currently listed as 120 as if I successfully reallocated just now.

Thank you.

*******************
Response (Zynga Support Staff) 06/13/2009 05:57 PM
Hello Catherine,

Thank you for contacting Zynga Customer Support.

We have reviewed your issue and believe that the answer is in our Customer Service Knowledge Base. Please use the link at the bottom of this reply to access the answer we have selected for you.
While you are there, search for answers to Frequently Asked Question for all Zynga Games.

Best,
Zynga Customer Service

If you find that the following answer not helpful, please reply to this email so that we may assist you further.

Answer Title: How do I get favor points?
Answer Link: http://zynga.custhelp.com/app/answers/detail/a_id/372

Best,
Zynga Customer Support
********************
Customer (Catherine Bergrud) 06/14/2009 03:58 AM
I am already aware of how to get favor points. I have purchased them. I have done surveys and accepted offers from your sponsors in order to earn them. I have earned them by playing the game.


The issue here is that I attempted to use these favor points that I have purchased and earned. I attempted to reallocated my stats. I used the elder page. I redistributed my stats in the manner I wanted and spent my favor points doing so.

HOWEVER MY STATS DID NOT CHANGE! My stats are right back to where they were before I spent my favor points and the cost of reallocation has now doubled for me as if this was successful.

I am reporting a glitch in the game - at least I hope it is a glitch and Zynga is not just taking favor points for nothing.

I spent these points on a reallocation that I did not receive. It would be no different than if I spent them on a rare ability and did not receive that ability.

It has been over a week. I am not the only one experiencing this. It has been discussed on the clan wall.

I would like the reallocation I have paid for.

Thank you,
Catherine Bergrud.

********************
Response (Zynga Customer Support) 06/15/2009 04:01 PM
Hello Catherine,

Thank you for contacting Zynga. We have evaluated your issue and are escalating this to our Tier 2 group. They will be able to investigate your issue more fully. You should expect to hear back from them soon.

If you are using our apps on Facebook, please refrain from using the “contact” button at the bottom of the page, as it will significantly increase our response time. Instead, please go to www.zynga.com/support, register an account, and do a search for articles on your issue. Be sure to click on at least one article. Then click the Ask a Question button at the top of that page. We will respond soon.


Best,
Zynga Customer Support

********************
Customer (Catherine Bergrud) 06/15/2009 05:54 PM
I will look forward to hearing from the Tier 2 group and having this issue resolved. Thank you.

*********************Response (Zynga Support Staff) 06/17/2009 10:27 AM
Hello Catherine,

Thanks for contacting Zynga.


Sorry for the inconvenience, as a one time courtesy we have credited you 60 points. Thank you for your patience.


Best,
Zynga Customer Support

***********************
Customer (Catherine Bergrud) 06/17/2009 10:46 AM
I appreciate the update on the issue but 60 favor points will not resolve the situation.

I spent 60 favor points to reallocate my stats. Doing so caused the cost of reallocating to increase to 120 points.

I am planning to evamp. The cost of allocating back to a fighting vamp will therefore be 240 points. Each subsequent reallocation has also doubled. I would need a bare minimum of 120 favor points to reallocate now. To be made whole -if I never reallocate again after this- I would need is 180.

I have already paid for this stage of reallocating. I did NOT receive it.

I would like the allocation I have paid for. Would it not be simpler to just keep your favor points and allow me the allocation I HAVE PAID FOR?

I did not cause this glitch. I did not set the payment scale that causes each reallocation to cost double with use. I should not be penalized because of the error in the game. It was no fault of my own.

Please fix this glitch and allow me the allocation I have paid for.
Thank you
Catherine Bergrud.

******************
Today, 6/25 the ticket was marked "Solved." I certainly do not consider the matter solved. I paid for a product I did not receive and though I was refunded the original price, my new price if I should try again has doubled. The price for players who have not encountered that particular glitch that evening has not doubled.
Vampire Wars is a wonderful game. I have recommended it to many friends. The basis of any game however is fair play. When you combine this situation with the still missing points from the trophy rollout and the glitch in the wheel that has cursed players for near on 5 weeks, I (and others) begin to doubt to possibility of fairplay.

Again, I laud the quicker response times, tho I question whether closing a customer support ticket without a valid resolution is actually a response. It is more the virtual equivilant of taking the items out of your inbox, tossing them in the trash and considering the matter concluded.

I love the Vampire Wars application, I love social gaming in general. For the most part Zynga is the leader in this field.
I sincerely hope you can help resolve this.

Thank you,
Catherine

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