guilherme1521, @teste12345, my issue was with my Rovio account for ABSW II & not Epic. The short answer to timeframe is, it depends. The long answer is:
I never received a reply to the inquiry sent directly thru their site’s Contact link, so 3 days, yes 72 hrs later, I sent an email directly from my primary address for which I immediately received a Trouble Ticket # I could use as a reference to my inquiry. Unfortunately, it was almost a full 7 days (perhaps 6 hours short of a full 7 days,) before a Rovio Rep was assigned & replied. By this time, I’d received non-Rovio tech support & part of my problem had been resolved.
Whether good or bad, their Customer Service never asked 1 single question about my losses. I’m actually disappointed they never asked & by that I mean how it happened to me. I suspected my archaic internet connection speed, but all Rovio seemed concerned about was putting me back into the same position with all I’d lost, regardless of the fact part of my issue had already been resolved by non-Rovio support so I didn’t need as much replaced as when I’d initially emailed. It subsequently took 3 or 4 attempts (days) before I finally received all of the coins they sent; they could actually see I wasn’t receiving what they were sending so their “sorry for the inconvenience,” was more than I expected.
The bottom line for me is that the 10 or so days it took before this was finally resolved was worth the wait & my biggest complaint is that they asked no questions about my loss & I’m not 100% certain that they care about “fixing” whatever it was that caused the massive loss in the first place.
