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My worst support ever...

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Jul 25th, 2014
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  1. *My key doesn't work in India.*
  2.  
  3. CARLEST
  4. Jul 22 17:42
  5.  
  6. Hello. I bought this game in Estonia (Europe) and this doesn't work in India. It wasn't informed on your site so I didn't know it. What should I do? Thanks for your time,
  7. Carl
  8. ---
  9. Hi CARLEST
  10.  
  11. I am very sorry to hear about that. Unfortunately at the time of purchase the key was suitable for your region and certain Steam games based from Europe may not be suitable in other regions.
  12.  
  13. Please accept our apologies for any inconvenience caused and should you have any other queries, please do not hesitate to contact us again.
  14.  
  15. Kind Regards,
  16. Charlie
  17.  
  18. Green Man Gaming & Playfire
  19. Customer Service
  20. ---
  21. Hello again. I just wanted to thank you for (really really really) fast
  22. reply. My fastest reply I've ever got :)
  23. ---
  24. Since this key didn't work and nobody redeemed it, could it be revoked so I
  25. could get my money back? I missed so many great deals just because I bought
  26. this Skyrim and it's useless because I already have Skyrim myself and my
  27. friend can't use it.
  28. ---
  29. Hi CARLEST,
  30.  
  31. I am very sorry to hear that you're wanting a refund for that. Unfortunately as we have already disclosed the game key to you, we can no longer process your refund.
  32.  
  33. Please see our refund policy for more details http://www.greenmangaming.com/about/refund-policy/
  34.  
  35. I'm afraid that we do not encourage users to gift their keys away for reasons like this where the keys may not work on a different region. Your friend would need to make an account with us in order to buy keys appropriate for his/her region.
  36.  
  37. Again, please accept our apologies for the inconvenience and I hope this helps however should you have any other queries, please do not hesitate to contact us again.
  38.  
  39. Kind Regards,
  40. Charlie
  41. ---
  42. Was it written on the game page that it has region lock? No. Since it
  43. wasn't written there, I really want refund. I know that you sent me the key
  44. but nobody redeemed or downloaded it. It is your job to write if the game
  45. has region lock (I know that some games have EU region lock, like
  46. Inversion, but you told nothing about Skyrim) So did I made mistake by
  47. buying a game from you? Yes. The game can't be redeemed in India so it
  48. makes me mad. Steam writes if some game has EU region lock, why don't you
  49. do it? I want refund because when nothing is written next to game name or
  50. description, it's probably ROW. Is that hard to write that next to the game
  51. name? Now please, give me refund or make my game ROW, then everything would
  52. be fine and nice. Have a nice day,
  53. Carl
  54. ---
  55. Hi CARLEST
  56.  
  57. I am very sorry however our position remains as previously stated in that as we have already provided you with the key, we can no longer provide you with the refund.
  58.  
  59. Apologies for any inconvenience caused.
  60.  
  61. Kind Regards,
  62. Charlie
  63. ---
  64. What the fuck?! Was that my problem that you didn't write that it's region
  65. locked? No. I can't use this key because you didn't do your duty correctly!
  66. I want refund, here and now! You didn't do your duty correctly so it isn't
  67. my problem. I would understand if the region lock thing was written
  68. somewhere. But it wasn't! Now, give me refund and we can close this thing.
  69. ---
  70. Let me quote EU consumer law:
  71.  
  72. Wherever you buy a product or service in the EU, whether in a shop or online, the trader must provide you with certain clear, correct and understandable key information about the product or service before you make the purchase.
  73.  
  74. Did you do it? No. There was nothing written about region lock. So the thing you did is against the law.
  75. ---
  76. What now? Please message me so we can discuss it.
  77. ---
  78. Hi CARLEST
  79.  
  80. I am very sorry you feel that way however please note that we have provided your account, which is an EU based account with the correct key as for your region.
  81.  
  82. As previously advised, should your friend wish to purchase the game from us, he would need to create an account from India and he will receive the appropriate key for his region.
  83.  
  84. I hope this helps however should you have any other queries, please do not hesitate to contact us again.
  85.  
  86. Kind Regards,
  87. Charlie
  88. ---
  89. Ofcourse! He should buy himself his birthday present! Why the fuck should he buy it to himself when I wanted to make him a present?? You're still talking against the law.
  90.  
  91. "Wherever you buy a product or service in the EU, whether in a shop or ONLINE, the trader MUST provide you with certain CLEAR, CORRECT and UNDERSTANDABLE key information about the product or service before you make the purchase."
  92.  
  93. Did you say that it is an EU key on the game page? No, you didn't. So your information wasn't clear, correct and understandable. Now I want my GMG credits back an move along.
  94. ---
  95. Hi CARLEST
  96.  
  97. I'm afraid that I'm very limited to what I can offer you in terms of a resolution for this case. However please find that I have escalated your case over to my line manager and we should have a higher second opinion for you shortly.
  98.  
  99. Please accept our apologies for any inconvenience caused and should you have any other queries regarding this, please let us know.
  100.  
  101. Kind Regards,
  102. Charlie
  103. ---
  104. Okay. I hope this thing can end for both of us :)
  105. ---
  106. Hi,
  107.  
  108. Thank you for your ticket.
  109.  
  110. As previously stated, we are unable to give you a refund on this item as we have given you the correct key for your region of purchase. This key is in fully working order for your region.
  111.  
  112. Details about our refund policy can be found here: https://www.greenmangaming.com/about/refund-policy/
  113. More information about distributing keys to a 3rd party can be found in our T&C's (link below) which you have agreed to when making your GMG account and when making this purchase, however, this decision is final and we are unable to refund your key as it is in working order in your region.
  114.  
  115. https://www.greenmangaming.com/terms-and-conditions/
  116.  
  117. Kind regards,
  118. Clay
  119. ---
  120. And again, the same copy-paste text. Could you please type something
  121. yourself? But what if I plan to travel to India? Then the game is for my
  122. personal use and it wouldn't work because of the region lock. Well, you
  123. said it's for personal use, okay. But there is NOTHING about region lock!
  124.  
  125. Let me quote EU consumer law, again:
  126.  
  127. Wherever you buy a product or service in the EU, whether in a shop or
  128. ONLINE, the trader MUST provide you with certain CLEAR, CORRECT and
  129. UNDERSTANDABLE key information about the product or service BEFORE you
  130. make the purchase.
  131. You didn't write anything about the region lock. I found it when my friend
  132. wanted to redeem it and got region lock message. So your information wasn't
  133. clear, correct and understandable. If I'm right, the thing you did is
  134. against the law. Now I want my GMG credits back so I could by some other
  135. game for MYSELF.
  136. ---
  137. Hi CARLEST,
  138.  
  139. My name is Daniele, I manage Customer Services here at Green Man Gaming. Your ticket has been escalated to me for response.
  140.  
  141. I have reviewed your account and email history with Green Man Gaming and I can confirm that we have given you a key appropriate for your account and region of purchase. The purchase is not refundable.
  142.  
  143. We will not respond to any further updates on this ticket or tickets from you relating to the same query.
  144.  
  145. Please refrain from swearing when communicating with us.
  146.  
  147. Kind regards,
  148. Daniele
  149. ---
  150. Hello. If you still read this, then know that I'm not really happy with
  151. your work. But also I'd like to thank you for a message that isn't
  152. copy-paste.
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