Fall Guys studio apologises for store bug that led to accidental purchases

Fall Guys studio Mediatonic has officially apologised for a bug that auto-purchased items on the in-game item shop.

Since going free-to-play last month, Fall Guys has had a record number of players. Reaching around 20 million within the first 48 hours of its relaunch as a free-to-play game. With those millions of new and old players flocking to the game, there are bound to be issues. But one, in particular, has been enraging fans the most.

Fall Guys players shared their frustrations on places like Reddit, that while browsing items on the Fall Guys in-game store, a bug would auto-purchase items without their consent.

“This new shop is a joke, was checking out some items and it literally auto purchased this faceplate I will never use. At least have a confirm button or something”, the Reddit user exclaimed.

Multiple comments on the post reveal that it’s been happening to others too. Some were glad that they didn’t have enough ‘show bucks’, one of the in-game currencies, for the automatic purchase bug to go through.

Other players took to sending complaints to Fall Guys’ Studio, Mediatonic, through support tickets, to get an explanation and hopefully their in-game currency back. But instead, were met with official customer support denying the existence of the bug altogether.

“You have stated that this is a “bugged purchase” and a “known issue”. Neither of these things is the case. The purchase was made by you, not a bug. Whether it was intentional or not, this is still the case”, the customer support rep stated.

“This is not a “known issue” because it is not an issue. Items cannot be bought automatically by the system, they always require input from the player. Again, whether accidental or not, you made this input and purchased the item.”

This incredibly unprofessional reply through Mediatonic’s customer support was shared on Reddit to other Fall Guys players’ disgust. Despite the many people who reported having experienced the bug, the customer support rep doubled down that it didn’t even exist.

Like with most online services, Mediatonic’s official policy is to not give out refunds for digital purchases. However, if multiple players are informing you of a bug that’s auto-purchasing items, it’s probably a good idea to look into what’s happening. Gaslighting customers doesn’t feel like a great way to retain those 20 million players.

Kirby’s Back with Fall Guys-style Kirby’s Dream Buffet!

This apology comes with a free gift!

Credit: Mediatonic.

As the evidence of the bug mounted, and the unprofessional customer support reply was shared around the internet, Mediatonic apologised.

Speaking to VideoGamesChronicle, Mediatonic stated, “What is happening in the game is not intended and we are actively fixing it. The customer service response was also not acceptable and we will offer a make good for all affected.”

Mediatonic later announced on their official Twitter page that they were going to improve the store design to prevent the bug from reoccurring in the future.

Everyone who had put in a support ticket after June 21st will be refunded, and on top of all that, every player of the game will receive the free costume ‘Grandis’.

It’s great that Mediatonic apologised publically, but I feel like the casual tone of the Twitter post doesn’t match the seriousness of the issue.

I’m not someone who was affected by the auto-purchasing bug, so I can’t speak on their behalf. But I hope Mediatonic does make good on helping those affected by the auto-purchasing bug.

Featured Image Credit: Mediatonic. Source: Videogameschronicle.