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Thread: Help! or Returns Advice

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    Sprouts are not food Attila the Bun's Avatar
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    Help! or Returns Advice

    I bought Doom BFG last Saturday from GAME.

    It was installed from the included disk then activated using a STEAM key.

    Did all that then tried to play...no joy, it hung on "loading" the game start. Very annoying as I had gone through all of the credits and opening sequences.

    This hang happened 3 or 4 times more before I decided to check online.

    Yep...there are loads of recorded instances of this type of bug. I've tried all the submitted fixes and workarounds I could find, but again, no joy.

    I'm bored with trying now but I am not sure what my rights are in this situation. I know my computer meets the recommended specification as I checked before buying and clearly the game "isn't fit for purpose" and GAME didn't inform me there may be a problem so can I just return the game for a full refund?

    Or

    Does anybody have a surefire fix.
    Of course I'm perfect you just need to lower your expectations.

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    Going Retro!!! Ferral's Avatar
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    Re: Help! or Returns Advice

    Trouble with returns to Game is that the key has been activated and is now tied to your Steam account so you won't be able to return it as you will still own the game.

    You could try through Steam but I am afraid your success will be an uphill struggle with them as they don't usually issue refunds unless something is really messed up like War Z for example, they won't issue a refund either with it being bought from retail so a catch 22 situation.

    You could maybe ask if they could remove it from your Steam account completely and give you some sort of proof to hand to Game to get a refund that way.

    First off though I would give Game customer services a call and get the lie of the land.

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    Attila the Bun (09-05-2013)

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    Sprouts are not food Attila the Bun's Avatar
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    Re: Help! or Returns Advice

    So essentially they can sell a duff piece of software and have no come back. Shouldn't be long before they are out of business again.

    Although going on how life works they will probably be a roaring success.
    Of course I'm perfect you just need to lower your expectations.

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    HEXUS.social member Agent's Avatar
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    Re: Help! or Returns Advice

    I've not worked there for years now, but back in the day there wasn't a single reason where GAME would exchange or swap a PC game. Doubly so if it's tied to Steam.

    At most they used to change the disk (not the key).

    Not that I want to get into liabilities / the law side here, but GAME are in a tricky situation. Any return to them for PC / digital stuff was basically 100% loss for them. There was a time when people would just return every PC game they could after using the key, which obviously isn't sustainable.

    Your best bet is customer services directly and not the store - they always override the stores anyway.
    Last edited by Agent; 09-05-2013 at 03:09 PM. Reason: typo
    Quote Originally Posted by Saracen View Post
    And by trying to force me to like small pants, they've alienated me.

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    Sprouts are not food Attila the Bun's Avatar
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    Re: Help! or Returns Advice

    Quote Originally Posted by Agent View Post
    Not that I want to get into liabilities / the law side here, but GAME are in a tricky situation. Any return to them for PC / digital stuff was basically 100% loss for them.
    Well if it turns out to be a 100% loss for me then it will be a 100% loss of this customer for them.
    Of course I'm perfect you just need to lower your expectations.

  8. #6
    Banhammer in peace PeterB kalniel's Avatar
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    Re: Help! or Returns Advice

    Tricky one - don't know if Game are the retailer or merely an agent for Steam in the case of Steam games. If retailer then you've got sale of goods to fall back on, but very good luck to you in proving that the game isn't fit for purpose over your specific combination of hardware and software - it's relatively simple for publishers to demonstrate a working game on a wide variety of normal hardware and software so the onus can fall back on you to prove it's something in the game rather than at your end.

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    HEXUS.social member Agent's Avatar
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    Re: Help! or Returns Advice

    Maybe so, but given that the margins on PC games are so small in their stores, they're unlikely to care.

    It's a horrible situation - It's not really the fault of GAME that the software doesn't work as such. They didn't make it, but being the retailer you'd expect to be able to have some support I suppose. There isn't any way to delinnk games from Steam either, so you could complain at them too.

    As above though - their customer services line is where you should head. They have way more power to fix these things than any of the stores do.
    Quote Originally Posted by Saracen View Post
    And by trying to force me to like small pants, they've alienated me.

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    Sprouts are not food Attila the Bun's Avatar
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    Re: Help! or Returns Advice

    Ok...just spoke to GAME customer services...I have to take it back to the store and they will check the disk. If it works for them then I'm boloxed. If it's borked then I should get a refund (their words).
    Of course I'm perfect you just need to lower your expectations.

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    Sprouts are not food Attila the Bun's Avatar
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    Re: Help! or Returns Advice

    Quote Originally Posted by Agent View Post
    Maybe so, but given that the margins on PC games are so small in their stores, they're unlikely to care.
    I would have thought that given the small margins it would be better to keep customers coming through the door rather than p*** them off. If this is the sort of crap I will get from a high street shop then I see no reason to use them as they have removed the one real advantage of offline shopping.
    Of course I'm perfect you just need to lower your expectations.

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    Re: Help! or Returns Advice

    The problem lies with the fact that the key is tied to Steam so even if you return the disc you will still own the game on Steam.

    Just out of interest, have you deleted the game from Steam and tried downloading it direct from them?

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    Sprouts are not food Attila the Bun's Avatar
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    Re: Help! or Returns Advice

    Quote Originally Posted by kalniel View Post
    Tricky one - don't know if Game are the retailer or merely an agent for Steam
    GAME sold me the disk and code so as far as I'm concerned they are the responsible for the refund (if any).
    Of course I'm perfect you just need to lower your expectations.

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    Ryzen Master race outwar6010's Avatar
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    Re: Help! or Returns Advice

    id contact the devs to troubleshoot the problem

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    Re: Help! or Returns Advice

    Quote Originally Posted by Ferral View Post
    The problem lies with the fact that the key is tied to Steam so even if you return the disc you will still own the game on Steam.

    Just out of interest, have you deleted the game from Steam and tried downloading it direct from them?
    I tried deleting the game then reinstalled it from the disk. Hmmmm...so do I actually need the disk? Could I have just put the key in at Steam? If so why bundle the disk?
    Of course I'm perfect you just need to lower your expectations.

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    Banhammer in peace PeterB kalniel's Avatar
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    Re: Help! or Returns Advice

    Quote Originally Posted by Attila the Bun View Post
    GAME sold me the disk and code so as far as I'm concerned they are the responsible for the refund (if any).
    If the disk isn't performing as it's meant to. Given the role of the disk is just to transfer media to your computer it might be tricky to argue it's not fit for purpose. I agree that they should normally be responsible for selling you an experience with the game that the advertising leads to you expect (not 'the game' per se'), but depends on what's written on the case.

    Quote Originally Posted by Attila the Bun View Post
    I tried deleting the game then reinstalled it from the disk. Hmmmm...so do I actually need the disk? Could I have just put the key in at Steam? If so why bundle the disk?
    Handy for those who have slower internet connections.

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    Going Retro!!! Ferral's Avatar
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    Re: Help! or Returns Advice

    Quote Originally Posted by Attila the Bun View Post
    I tried deleting the game then reinstalled it from the disk. Hmmmm...so do I actually need the disk? Could I have just put the key in at Steam? If so why bundle the disk?
    No you don't actually need the disk, its a Steamworks game. I have a few myself, Homefront, Skyrim and Lost Planet for example. It took some info off the disk and I got a Steam window open up during the installation asking for the key. Once you put the key in it ties the game to your account for ever more.

    So you could delete the content and download the entire thing again direct from Steam, there may have been something mismatched on the disk that has installed.

    You can also verify the game files on Steam, also make sure it is set to always keep this game up to date.

    To do this right click the game on the left side of your library and then select properties, Updates tab is where the keep up to date thing is and local files has a button to verify local game cache (checks everything is as it should be.

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    Re: Help! or Returns Advice

    Some games are 8GB+ in size and not everyone wants to download that, so yes you can install from the disk but you don't actually need the disk, you could have entered the key into steam and downloaded it on steam as well.

    Hope you get it to work.

    I have bought a game on Steam before and it never worked at all and after some persuasion Steam refunded me, however they only refunded it back to the Steam wallet and not my debit card, god knows what the situation is with shop bought steam games.
    Jon

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