Dear Support Team,

Please ensure this is forwarded to the relevant Product management Team immediately and Mario Kart Tour developers as a matter of upmost urgency. This is a combination of direct valuable feedback from most loyal and best customers and unfortunately also a complaint.

We represent the voice of people who are extremely dedicated gamers who are sometimes referred to as the biggest spenders of Mario Kart Tour who have heavily invested a significant amount of money in your product in order to advance at pace in the game and reach the highest of heights within the game. The most heavily invested are amongst the most successful players in Mario Kart Tour accounting for a considerable portion of the top top players in the world and we do this consistently every Tour.

Why do we do this? We do this because we absolutely love the game! This is by far the best mobile game ever made in our opinion where we spend a considerable amount of time trying to advance / progress in the game and enjoy the challenge to grow our skills / experience and having so much fun along the way, for which we are extremely grateful that you have developed this game for us to enjoy as our favourite past time.

How ever, following the most recent update of Mario kart tour version 2.1.0 on the 13th of May 2020 it is met with extreme disappointment that the daily selects shop is broken and no longer offers level up tickets for maxed level items as you intended within your design framework for the game and have been replaced by a blacked out pipe frame kart, thus making the coins we collect in the game totally redundant and obsolete. We do not believe this to be intentional on your part ( as that would be suicidal business ) but having seen no progress in the past three weeks and the last update ( 14th May ) on the issue which simply just acknowledged that you are fully aware of the problem and investigating makes us feel extremely devalued and has endangered / jeopardised our significant investment in the game, for this issue not to be resolved immediately or considered a priority is unacceptable.

It is understandable that any new update may have bugs that have an unexpected effect on the games functionality or features available but what is not acceptable is that the worlds best / leading gaming company has neglected its most loyal customers who are and have been Nintendo ambassadors for decades, as a result our trust in your brand and game at this present moment is notably impacted and diminishing. We understand that things can go wrong with updates, but it is your responsibility to ensure updates are thoroughly tested to ensure a seamless gaming experience and no disruption to your customers and that you respond to issues at pace and that the way they are addressed defines and separates you from your competitors, unfortunately on this occasion your response to the issue has been dreadful and fallen well below reasonable expectations.

You cannot expect players at the very top of the game to continue to spend and pull on the pipe only for the spotlight items which account for just 3% of the pipe. You have designed the game in a way that no matter what level you are at within the game, ( wether your a causal player, gold pass only, occasional purchaser of bundles or a whale ( heavily invested account ) who buys everything and strives to get everything to the highest level possible ), no matter which type of player you are, there is always something to drive towards and advance your items available to the higher levels, hence you have released 247 options across drivers, karts and gliders.

In the current situation ( for most of us ) with level up tickets only being available in tour gifts it would take a new super item 30 weeks to reach level 6 and in that time you will release many more super items making progress impossible and killing off our desire to advance further in the game. This needs fixing now or it will be the key factor and catalyst for the decline of the game which ultimately will drive players like us ( your biggest revenue generators ) out of Mario Kart Tour. Although some players may still see a super or high end ticket in the shop, most of us have seen NONE in the past 3 weeks.

We buy all the bundles every week and generally the maximum amount to ensure we have the Rubies to spend in the pipe and are happy getting coins for maxed items so we can buy the level up tickets in the shop ( which is how you have designed the game to be to ensure longevity and interest ), but if the pipes giving us coins for maxed items and there is no longer a use for those coins you seriously can’t believe we will continue to do so as this is not sustainable with no gain for our hard earned cash being spent in your game.

Subsequently our progress in the game has been significantly impacted and halted to the point where the only option available to us is to reduce our future investment in the game, which we refuse to believe is your goal but will be the inevitable outcome. We are the biggest spenders in your game and well respected members of the gaming community where this issue is widely known and being discussed and we all feel betrayed as a result of this problem. How would you feel having spent thousands and thousands of real money on a game that bought you so much joy and happiness and had it taken away overnight, we feel absolutely robbed. We have been understanding and above all patient awaiting a resolution which at this point is not forthcoming.

You need to respect and appreciate our investment which greatly supports the success and longevity of the game, you have designed this game to be a pay to win and that’s exactly what we do and shouldn’t need to highlight to you the frustrations we are feeling, you should know this already if you truly have your loyal customers best interests at the very heart of everything that you do which in turn ultimately increases our fulfilment and happiness whilst you being a thriving profitable business.

Please also note that although this is significantly impacting your top spending customers ( namely is ), this issue impacts everyone in the game. I have friends who are gold pass only and they don’t see any level up tickets in their shop either and are equally frustrated so please do not think this is a small voice of heavy spenders as this impacts everyone who plays the game.

We cannot say this strongly enough, it is absolutely incumbent upon you to resolve this to your customers satisfaction immediately and with the upmost urgency and should be seen as a priority so that you can restore our trust, confidence and love of the game as well as secure our future investment and purchases. Please respond to this as soon as possible and resolve this matter swiftly, thank you for your time.

Yours sincerely