From: Cornwall, UK
1. I find out that my brand new, out-of-the-box rig utterly refuses to run a certain well-known modern era RTS/WEGO wargame and its expansions because of the publisher's (who shall remain anonymous to protect the guilty) e-licensing.
2. After a week exchanging emails with a very helpful and polite tech guy we were unable to solve the problem despite strenuous effort at both ends. I finally threw in the towel.
3. The tech support guy apologised for not being able to come up with a solution and suggested I ask for a refund.
4. I do so, stating that rather than mess about further I would be quite happy if a full refund were provided in the form of a donation to a veterans charity, or any charity the publisher might happen to support.
5. And this is where the fun really starts... I received the following email from somebody else (presumably; they don't sign them),
"sorry to hear you cannot get the game to run. I am sure that the issue is your particular PC setup, however. If you try it on a "standard" PC, it's going to run without problems.
Anyway, I'm happy to issue an in-store coupon to you. You could give this to anyone else as you see fit. In order to do this, I'd need to know your order number, please."
I did so, explained that as everything else they sell has the same DRM an in-store coupon was utterly useless, and repeated my previous suggestion.
6. Had the following email
Hundreds of thousands of customers are running eLicense protected games without any issues. Among eLicense clients are companies like EA games. A standard Windows PC with the usual protection mechanisms such as UAC (user account control) provides no problem at all for eLicense activations. We find problems only on PCs which contain additional (often redundant) protection mechanisms, and often the user is completely unaware of them, and they cannot be easily stopped or removed.
I am going to direct your case to the eLicense core support team, and will try to make sure they treat this as priority ticket. Unfortunately, after investigating further, I cannot offer you a refund, not even in-store, since the games have been activated and running for a certain time.
7. I sent the following response.
Thanks for the lecture. I'm sure they are. But my brand new PC will not, despite the much appreciated efforts of your colleague to provide assistance. I consider it a perfectly 'standard' PC, consisting only of what Packard Bell supplied straight from the box. If you could take the trouble to review previous emails, you would see that both I and your colleague made strenuous efforts to track down any 'additional and often redundant protection mechanisms'. I must question why the matter was not referred to the 'eLicense core support team' before, or why this team has not even previously been mentioned, despite my ticket being identified as an e-license issue from the start.
It also seems you could not be bothered to read my previous, in which I explained that an in-store refund is completely useless to me. You might also absorb the fact that I am quite happy to forego a refund to myself in order to avoid messing about with obsolete credit cards or PayPal if the refund is made as a donation to either a veterans charity or any other charity which your company may support. Of course you can offer a refund; you are just refusing to do so which speaks volumes about XXXXXXXXXXX and your view of 'customer service'. In your(?) previous email, you DID offer me an in-store coupon, so perhaps you might work on a somewhat less bizarre and more consistent approach?
Please don't go to the trouble of referring the ticket to the supposed "eLicense core support team" as, frankly, I'm just not prepared to waste hours more of my own time just to save you, and deny a good cause, a few bucks.
Have a nice day. Thank the guy who actually tried to help me, will you?
So, I now find myself in possession of (licenses for, and the install files) of a certain well known modern era RTS/WEGO wargame and all three expansions that are completely useless to me. In view of the circumstances in an attempt to make some good out of the mess I am going to offer them to whoever offers me the highest 'bid' by PM before Saturday, the money to be paid to the charity of your choice next time you wander past a collection box. I'm assuming anyone who doesn't know what game I'm talking about wouldn't want it anyway! Please don't identify it in any way that would get this post deleted.
Thank the stars for Matrix/Slitherene and their serial numbers, so I can buy WitE with confidence!
< Message edited by Hertston -- 11/30/2010 5:15:17 PM >