Posted February 18, 2015
Shuangli, first of all, I have just issued that refund. Please note that you would've gotten it long ago, had you replied to my colleague's response from late December, however.
Please let me know if you received it, as I'm unsure why you decided to escalate it to the forums. I'm assuming that the recent promo reminded you of this case, but we never got a word back from you after our last message, which is confusing.
Please also note that we approved your earlier refund request for a different game (HoMM4) almost immediately, as I'm sure you remember.
This time, however, my colleague decided to go deeper into the problem, and see if he can help you play normal games on your unusual setup. I'm sure he had your best interest in heart, as pretty much all of our games have a mouse+keyboard in their requirements, and we cannot guarantee that they will work on a tablet PC (regardless whether it's got a stylus, digitizer pen, or multi-touch screen). In his last reply, he did state that the refund is absolutely possible, if he cannot help.
It is a shame that he didn't state outright that you are eligible for the refund, as the game did not have a mouse+keyboard. For this, I apologise. We will, of course, amend the game's requirements in a moment.
As for my colleague sending you "generic" replies - please rest assured that his replies were all custom-made, and written to the best of his abilities, though I will agree that he missed the specific nature of your setup. It's unfortunate, but everybody makes mistakes, and this doesn't mean that he did a bad job.
In any event, I hope my reply puts your mind at ease. :)
Also, I see there's a bit of confusion about the Money Back Guarantee. It is not for undownloaded games only - on the contrary, it's specifically made for downloaded games, as an undownloaded purchase becomes final only after 30 days.
The MBG works for game-breaking issues, which we cannot help resolve, provided that the game's system requirements are met. We do expect cooperation from the customer, however - we believe it is fair for both parties. :)
On an unrelated note, when I was writing my reply to this earlier, I wanted to copy-paste-save my text, just in case, and instead of Cmd+A (yes, I use a Mac at work, deal with it!:D) I accidentally hit Cmd+Q and closed Firefox, with no way of restoring the edit box... :| Always a shame to lose the wall of text you just wrote...
Please let me know if you received it, as I'm unsure why you decided to escalate it to the forums. I'm assuming that the recent promo reminded you of this case, but we never got a word back from you after our last message, which is confusing.
Please also note that we approved your earlier refund request for a different game (HoMM4) almost immediately, as I'm sure you remember.
This time, however, my colleague decided to go deeper into the problem, and see if he can help you play normal games on your unusual setup. I'm sure he had your best interest in heart, as pretty much all of our games have a mouse+keyboard in their requirements, and we cannot guarantee that they will work on a tablet PC (regardless whether it's got a stylus, digitizer pen, or multi-touch screen). In his last reply, he did state that the refund is absolutely possible, if he cannot help.
It is a shame that he didn't state outright that you are eligible for the refund, as the game did not have a mouse+keyboard. For this, I apologise. We will, of course, amend the game's requirements in a moment.
As for my colleague sending you "generic" replies - please rest assured that his replies were all custom-made, and written to the best of his abilities, though I will agree that he missed the specific nature of your setup. It's unfortunate, but everybody makes mistakes, and this doesn't mean that he did a bad job.
In any event, I hope my reply puts your mind at ease. :)
Also, I see there's a bit of confusion about the Money Back Guarantee. It is not for undownloaded games only - on the contrary, it's specifically made for downloaded games, as an undownloaded purchase becomes final only after 30 days.
The MBG works for game-breaking issues, which we cannot help resolve, provided that the game's system requirements are met. We do expect cooperation from the customer, however - we believe it is fair for both parties. :)
On an unrelated note, when I was writing my reply to this earlier, I wanted to copy-paste-save my text, just in case, and instead of Cmd+A (yes, I use a Mac at work, deal with it!:D) I accidentally hit Cmd+Q and closed Firefox, with no way of restoring the edit box... :| Always a shame to lose the wall of text you just wrote...
Post edited February 18, 2015 by Firek
