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Adventures in buying digital content from GotGame. They suck.
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Spike
Memphis
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December 22, 2010 - 3:53 pm
Member Since: April 16, 2009
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I wanted to buy Rhem 4 to complete the story that I started about 6 years ago.  I wanted the Mac version.  Best price for a downloadable Rhem 4 for Mac is at GotGame. 

Bought game on Thursday.  Got confirmation.  Download link not available.  Go to "Help" pages.  Do everything they suggest.  Can't download.  Email them.  Get form response.  Do as suggested.  No dice.  Send another email.  Get a human email on Saturday.  Do as suggested.  No game.  Send response to the human.  Heard nothing since.  Payment has cleared my bank.  Call GotGame at the number so cleverly hidden in their "Help" pages.  No humans.  Just the ability to leave a voice message.  My first and last experience in buying from their website.

Paid $19.95 for downloadable Mac version.  Seemed like a bargain last week.  Of course it's not exactly a bargain if you don't get the product.

Other options: 

$19.95 for PC downloadable from Adventure Game Shop.  But I want the Mac version.

€29.95 for Mac hardcopy from Germany.

€24.95 for Mac download from Germany.

On Thursday it sure looked as if I was getting the best deal. 

 

On top of all this, the GotGame webstore is seriously out of date.  They haven't updated their "News" section in 14 months, and it looks as if they haven't added any new games in forever.  The only way I found out that they had Rhem 4 was by going to the devs website.

The mystery is:  will I get my game???  Will I get a refund???  Will I ever have contact with another GotGame human???

Now if Steam had this game....

"…you just keep on trying 'til you run out of cake."

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Toger
Somewhere, out there...
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December 22, 2010 - 5:18 pm
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Eww, that's not good. Perhaps they're all off for the holidays? Although, if that were the case you'd think the human would have mentioned it in their email communique or at the very least, their voicemail would. I hope they make things right for you Spike.

Now that I think about it, is GotGame still in the game?

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Spike
Memphis
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December 22, 2010 - 11:40 pm
Member Since: April 16, 2009
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I just looked up Got Game Entertainment on the Moby site.  If that info is up to date, then Got Game only published 2 games this year, and distributed none.  But I know that they are distributing Rhem 4 for Knut Muller – his site says so, and his links go to Got Game where I purchased.  It seems as if they are much less active than in past years, so maybe they are on their last legs.  I shall find out.  Maybe they are just on holiday break.  I won't get too het up until after the holidays - but I will never buy directly from them again either.

"…you just keep on trying 'til you run out of cake."

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Steerpike
Subtropical Southeastern Michigan
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December 23, 2010 - 12:32 am
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That blows, Spike. I hope they work it out asap. It may just be the holidays.

 

If you want me to hunt them down and kill them, I'll do it.

Life is the misery we endure between disappointments.

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Armand
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December 23, 2010 - 12:35 pm
Member Since: August 4, 2010
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I had a very similar set of troubles buying GTA4 from Direct2Drive a year or so ago. Took almost a week before I got to actually play the crappy game. I think the frustrations of just downloading, installing, and dealing with slow tech support added to my disliking the game.

In all fairness though, I've contacted support through email for D2D, Steam, and Stardock's Impulse at this point, and Steam is easily the slowest to respond. They take about a week on average with me, usually when I've long since figured it out or stopped caring.

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Spike
Memphis
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December 23, 2010 - 1:54 pm
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Armand said:

 and Steam is easily the slowest to respond. They take about a week on average with me, usually when I've long since figured it out or stopped caring.


Wow.  My Steam customer support experience was so different.  Just last night, 3 days before Christmas, and in the middle of the biggest games sale ever to happen on planet earth, I had to ask a support question.  I sent off my request and expected a response, and an automated one at that, on or about the year 2012.  Less than 2 hours later I had a response from an actual human being.  It wasn't the response I wanted, but I was so surprised by their efficiency that I had to send another email praising them for it.

"…you just keep on trying 'til you run out of cake."

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Armand
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December 23, 2010 - 4:26 pm
Member Since: August 4, 2010
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Wow... I'd stopped contacting Steam tech support, but maybe I should give them a second chance. I wonder if they've ramped up the tech support for the sale.

The last time I tried was to ask if an expansion they were selling would work with a non-steam version of the main game (can't remember which at this point, maybe King's Bounty) When I finally got a response(about a week later,) it was some guy telling me "all the information is on the products page on Steam." I went back, looked at all the info, didn't find the answer I was looking for, and didn't buy the expansion. I didn't see a need to email back with "no, it isn't." I don't know why it was so hard for that guy just to give me a yes or no answer.

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Spike
Memphis
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January 5, 2011 - 2:43 pm
Member Since: April 16, 2009
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3 weeks without being able to get someone from Got Game to fix my problem.  They don't respond to email - not even the ones sent to a real human, much less to the automated system.  They don't answer the phone at the number they post in their help pages.  I cut them some slack because of the holidays, but today I went to my account to start my customer-service-assault again, and lo and behold!, I now have a download button.  But the damned thing is for the PC version, and not the Mac version I bought.  I suppose I should be thankful for small favors.  I have just booted my computer into Windows for the first time in 3 weeks, and as soon as all my much-belated updating and anti-virus scanning finishes, I will go download the PC version.  Once it is nicely installed, I will email and phone again to ask for the Mac version as well since that's what I bought.  I look for no joy, but I'm pissed at these people.  Never again will I buy anything from their site.

"…you just keep on trying 'til you run out of cake."

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Jen
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January 6, 2011 - 11:54 am
Member Since: April 10, 2009
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Those bastards! They used to be so nice, too.

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