Where is the game that I bought?! No email, nothing.

from Stardock Forums

So I thought I'd give Impluse a go and purchase a game (Din's Curse). It's been several hours and I have not received any kind of confirmation of my order, serial key, or install files.

I've gone to the support page and requested my serials, but all I get in the email sent to me is this (personal info removed):

=--------------------------------------------------------------------=
----- Stardock.net Account ----
UserName : *my name*
Email : *my email address*

----- Product Serials ----
Product Name : Impulse
User Name : *my name*

=--------------------------------------------------------------------=

This is crazy. Why have I not received the game I payed for?! All I wanted to do was play a game for a few hours on a Saturday afternoon. Now it's nearly midnight and I've still nothing to show for it. I've emailed [email protected] and [email protected] - but I've heard nothing from anyone as yet. I've read everything I can in these forums and searched the web. Nothing recommended has helped (clearing cached data, etc).

Can anyone tell me how I am supposed to get this damn game? I will almost certainly never be purchasing anything from Impulse again at this rate.

PS: I did not use Paypal. I used my debit card with the normal green checkout button, if this helps. So there is none of that crazy Paypal email thing going on.

2,979 views 12 replies
Reply #1 from WinCustomize Forums Top

Stardock support and sales are open Monday - Friday (9am-4pm EST).  I would suggest posting your Trouble Ticket number here and I will try and make them aware of it on Monday morning.

Do not send another email request to support as this will move your position in the queue and delay any response.

Reply #2 from WinCustomize Forums Top

Ben, does it appear as available for download in Impulse? If you paid for it through Impulse, and received a confirmation email that the transaction went through, then it should appear.

If it doesn't, Try resetting data: Let upper corner blue rectangle Preferences> Reset Data. Impulse will then have to be signed into again.

If it still hasn't appeared, you'll have to open a ticket at Stardock support. ( [email protected] ). Describe the problem fully and include any emails you might have gotten. Then please wait until a person emails you (not the automated response of having received your email).

Multiplicity - Control multiple PCs using one keyboard and mouse
Reply #3 from Stardock Forums Top

My Trouble Ticket number is: LUU-593695

I purchased it on Stardock's website, then used the "Get Impulse button" to install the Impulse clients afterwards. I've tried the Reset Data thing, but that hasn't made any difference. I also have not yet received any kind of confirmation email.

I get the feeling that my order has not even been processed yet. The was some info on the post-purchase screen saying it could take 1 business day. I won't even go into how ludicrous it is that an Internet payment could take so long to process.

It's utterly insane that I now have to wait until Monday morning (US time presumabley) before I can download the game I paid for on digital download. By then, of course, my "impulse" purchase will have festered into a bitter experience.

This will almost certainly be the last time I use Stardock's Impulse service. It is really not going well.

Reply #4 from WinCustomize Forums Top

You know I have read problems like this before and often because Support do not work the weekends the customer has to wait 2 days or more for the solution. People will not like this but if Support cannot make things right 2 days out of a week then maybe purchases should not be available on the weekend. At least make the people who purchase products aware Support are not available on the weekends to answer their questions if something goes wrong.

I personally have no problem with waiting 2 days but there are many who do.

Reply #5 from WinCustomize Forums Top

----- Stardock.net Account ----
UserName : *my name*
Email : *my email address*
End of quote

These have to be the same as used to log into Stardock to make the purchase.

I used my debit card
End of quote

It may actually be your bank which is causing the hold up. My debit card requires a phone verification for some overseas sales. I consider that a plus as I have been a victim of identity fraud in the past.

 

Reply #6 from Stardock Forums Top

I am having the exact same issue. Not sure if I need to re-order or if they are waiting until the "next business" day to process my order. Wanted to play my game over the weekend, not on Monday. Is this a common issue for weekend / after hour purchases? I do not want to place a duplicate order. Does anyone know the answer to this?

Reply #7 from WinCustomize Forums Top

I used my debit card

It may actually be your bank which is causing the hold up. My debit card requires a phone verification for some overseas sales. I consider that a plus as I have been a victim of identity fraud in the past.
End of quote

I believe Lantec is correct.

You should check here: https://forums.wincustomize.com/account/regs

If it's there, use the Register option in Impulse to input it.

Reply #8 from WinCustomize Forums Top

It would seem that durzagott received his game on Sunday.

glick2323 - If you still have not had your order processed then please email either [email protected] or [email protected] and start a trouble ticket.

Reply #9 from Stardock Forums Top

Quoting Hankers, reply 8
It would seem that durzagott received his game on Sunday.
End of Hankers's quote

I have finally received the game. Not sure if it was Sunday or not since I've not been near my computer for a couple of days. Hopefully I will have some time over the next few weeks to actually play the game. Sadly, free time for computer games is a luxury I rarely get these days.

In the end I fired up Steam and bought Magicka - I was playing it in less than ten minutes. Stardock will have to release The Best Game Ever(tm) before I even consider use their service again. Either that or get parity with Steam.

 

PS: Although I have the game, I still have not received any kind of email from Stardock. No confirmation email, no reply to my support question, nothing.

Reply #10 from WinCustomize Forums Top

You're welcome, durzagott.

Reply #11 from Stardock Forums Top

Quoting DrJBHL, reply 10
You're welcome, durzagott.
End of DrJBHL's quote

Although I appreciate the communication both yourself and Hankers have offered, I'm not entirely certain of your positons here. Are you representatives of Stardock? Or simply helpful members of the forum?

Either way, thanks for your assistance.

Reply #12 from WinCustomize Forums Top

durzagott ....they are site Moderators who volunteer their time/efforts to help with members' issues such as yours.

Their blood's worth bottling but there's probably a law somewhere.....