Problems with changed email and poor customer support

from Stardock Forums

Hi everyone,

 

I ordered Space Rangers 2 about a week ago and have had nothing but trouble.  I still don't have the game.

I originally made my stardock account using an email address then have changed ISP and so have a new email.  The game was bought obviously against my new email address and I got the confirmation.  However, it does not match what Impulse actually logs in with, which is still my old email address.

So the game didn't show up. 

Has anyone ever tried finding a way to update your email address using the web pages from Stardock?  It's extremely difficult to find the link.

When I did, the page crashed anyway. 

There is a section inside Impulse if you have games installed where you can update your email address for that game registration.  However, it doesn't help if the game is not even there yet.

I raised a ticket with Stardock support.  I got a fast response, but one which was unhelpful and didn't address the problems.  I've sent my follow up emails.  Now I'm still waiting and am not getting any answers,

I admit that I complained in my contact to customer support, but politely.  It shouldn't be this hard just to update an email.  It happens routinely.  A web based store should have clear links to deal with it.

The lady updated my game registration to the old email address.  The game showed up.  But gives an error about wrong reigstration code or something similar.

Now I've asked for a refund.  Days are passing with no answer.

It's poor customer service.  Has anyone else had this issue with Stardock?  They seemed like a good retailer/publisher/etc.

I plan to wait till the end of the week, then will put a dispute into PayPal.  I've paid for goods which I've never received, which is all due to the simplest issue of changing an email address.

 

Cheers,

Sword

4,223 views 5 replies
Reply #1 from WinCustomize Forums Top

Sword, unfortunately "the simplest issue of changing an email" is the most typical method of 'messing things up'.  As you'd understand, were your original email account with Impulse the same as your purchase then everything would be 'fine'.

I'll point the sales dept at this thread and someone will chase it up for you...;)

In case you're wondering...I'm a little too far away from 'HQ' to be direct assistance.....[10,000 miles or so].

Reply #2 from Stardock Forums Top

Well thank you.  I'm glad to hear that.

Actually, all I want to do is play the game I thought I bought.  I'm standing by.  If it's not solved soon, I'd like a refund to buy it elsewhere.

Cheers,

Sword

Sins of a Solar Empire II
Reply #3 from WinCustomize Forums Top

If you have a ticket number, please post it.

 

Reply #4 from Stardock Forums Top

#VUL-925805

If this can be progressed, that would be great.  It's been a week without response.  Please give me refund or just fix the problem with registration,

I'd be happy to wait for my correct email address to get updated to all my Impulse games, including this new one, if you could give me the registration code so I can download and play it in the meantime.

Cheers,

Sword

Reply #5 from Stardock Forums Top

OK so I got a reply now and they have fixed the issue.  Good outcome in the end.

This was part of the response email:

Please note that replying to a support ticket before receiving a reply from technical support will reset the activity counter on the ticket. This will move your ticket to the end of our incoming work queue and delay our response. This is done to prevent abuse of our support system with multiple SPAM-like replies. Please reply in such a manner only if you have crucial information to add to the support case.

So if I send an email asking for an update, I'm moved to the back of the queue?  Hmmmm, interesting way of handling of customer service.

Also, the link to administer your accounts should be clearly posted and available on Stardock websites.  It should not be so obscure.  And the email does not mention why the online admin section crashed with an error when I tried to use it.

Anyway, I have the game finally.

Ciao,

Sword