Gamersgate - burning bridges?

Silent Disapproval Robot · December 30, 2012, 12:25:43 AM

Gamersgate has always been my first choice when it comes to DD services but they seem to have come down with a rather severe case of stupid over the holidays.

They pissed off a lot of people with the way they handled pulling the lifetime IGN -15% deal. I wasn't too bothered by it as I never actually paid for the IGN Prime service.

Then they screwed up with their pricing software which applied a cascading 30% discount to the Bethesda bundle so that a $300+ bundle ended up being offered for $27. It crashed the system for a day. Initially, they said they'd run out of serial keys due to the high demand but that more would be available in January. Then they turned around and said they'd give everyone who hadn't already received keys a refund. A day later, they deactivated keys for those who only received a partial set and said that these people would also get a refund. According to the furour on the GG forums, many have yet to receive any refunds.

You'd think that after such a fisaco that the GG staff would step in and double check their pricing prior to each day's new sales but this hasn't been the case. The same problem was repeated with the Borderlands 2 4-pack; Ghost Recon: Future Solider; Fallen Enchantress; Dead Island, and others.

I quick look through the forums and it seems like people are PISSED...

http://www.gamersgate.com/gametutor

I really hope this doesn't get too out of hand. I have over 60 games in my GG library (granted a fair number were activated through Steam). I don't want a repeat of what happened with Direct2Drive. I'm still missing 3 games I bought through them.

jomni · December 30, 2012, 12:31:57 AM

I have never used GG for a long time already. I think my last purchase from them is CK2 :)

Huw the Poo · December 30, 2012, 04:08:06 AM

Gamersgate do several things that annoy me:

1. I can't just pay for a game with my card; the closest I can get to that is using Paypal which I resent.
2. The Blue Coins expire. That one really pisses me off.
3. It's sometimes difficult to locate single games within a bundle, so when you're looking at a bundle you often have to perform a search for an individual game to read more. Steam does this much better.

I don't really like Gamersgate. However, a big plus is that you don't have to install some shitty client to play your games. You only need to be online once to download it, then it's as good as yours. Also, I'm always glad that Steam has competition. But the above points combined with not-great pricing means I don't buy from Gamersgate as much as I might.

gocrows · December 30, 2012, 05:22:08 AM

Never has a problem with GG. Own dozens of games. You can also download and burn to disc the installation programs, and record the serial keys, so no issue with the D2D fiasco, which hurt many of us.

Also always have great specials, I check in every day, just in case I miss a flash sale.

Huw the Poo · December 30, 2012, 05:46:43 AM

Quote from: gocrows on December 30, 2012, 05:22:08 AM
You can also download and burn to disc the installation programs, and record the serial keys, so no issue with the D2D fiasco, which hurt many of us.

You still need to be online to install though, don't you? Even if not, though, they hardly make things easy with the stupid naming convention they use for the installer files. It's tough to know which files relate to which games. I used to burn discs myself until I got fed up of the nonsense, so now I just download via their website like a good consumer...

jomni · December 30, 2012, 06:00:39 AM

Quote from: Huw the Poo on December 30, 2012, 05:46:43 AM
Quote from: gocrows on December 30, 2012, 05:22:08 AM
You can also download and burn to disc the installation programs, and record the serial keys, so no issue with the D2D fiasco, which hurt many of us.

You still need to be online to install though, don't you? Even if not, though, they hardly make things easy with the stupid naming convention they use for the installer files. It's tough to know which files relate to which games. I used to burn discs myself until I got fed up of the nonsense, so now I just download via their website like a good consumer...

You need to be online to install the first time around. After the first time, do not delete the installer that it unpacks so that you can reinstall. It's a normal install file. But you have to look for it.

Grim.Reaper · December 30, 2012, 08:06:55 AM

Quote from: jomni on December 30, 2012, 06:00:39 AM
Quote from: Huw the Poo on December 30, 2012, 05:46:43 AM
Quote from: gocrows on December 30, 2012, 05:22:08 AM
You can also download and burn to disc the installation programs, and record the serial keys, so no issue with the D2D fiasco, which hurt many of us.

You still need to be online to install though, don't you? Even if not, though, they hardly make things easy with the stupid naming convention they use for the installer files. It's tough to know which files relate to which games. I used to burn discs myself until I got fed up of the nonsense, so now I just download via their website like a good consumer...

You need to be online to install the first time around. After the first time, do not delete the installer that it unpacks so that you can reinstall. It's a normal install file. But you have to look for it.

Technically you don't need to be online for the first installation, you only need to be online to download the files. After that the files are stored in a directory and you can install then or later as long as you keep the files. I do like this approach since I can burn/store the setup files more easily then Steam. I use to for the most part only buy from GG because of this process and in a lot of cases they were cheaper than others.

But nowadays with the Steam dominance, a ton of their games require steam anyway. Therefore, I just shop wherever the prices are cheapest now. However, I have stayed away from other vendors who have their own special installers (i.e. impulse) just to try and cut down on the number on my computer.

It does seem like GG has had some rough patches late. I was one of the people who had the "lifetime" 15% and although I always thought it was too good too be true, they never said it was limited and then they just took it away. That never sat well with me, but I still shop there if the price is right. However, without that 15% discount, a lot other vendors are cheaper than them such as Amazon, Green Man Gaming, etc.

sandman2575 · December 30, 2012, 09:48:15 AM

I completely agree with the op. GG used to be my 1st choice for games. Until fairly recently, I always tried to get stuff on GG to avoid Steam. But now it's just the opposite. I've really come to appreciate how simple and streamlined Steam makes everything. I've made peace with the DRM. GG just seems so mismanaged -- almost an attitude of 'yeah we put this stuff on sale, but don't look to us for any assistance with installing, patching, documentation, troubleshooting etc etc.' It really feels like there's nobody running the store... more like a clearing house whose only function is to move product out the door and then wash their hands of the customer.

I do still pick up the occasional irresistible deal at GG, but I have a 'caveat emptor' wariness when i do that I don't with other dl services.

Silent Disapproval Robot · December 30, 2012, 10:31:42 AM

I still use GG and prefer it over Steam because it allows me to install patches, mods, and whatnot on my own terms. It just seems like they're dropping the ball a lot lately. Hopefully they'll recover from the screw ups and win back their customer base.

Tuna · December 30, 2012, 10:50:59 AM

When I first started using Gamers Gate years ago, they had atrocious download times. Maybe it was due to that they weren't based in the US.. But they're always had outstanding Customer Service whenever I opened a ticket.. I enjoy Blue Coins (great for picking up DLC)... I like the email alerts on 'price drops'.. I like that you don't need a client..

I will still continue to hold them at the top of my purchase choices...

I don't hate Steam either, have tons of games on there.. But consider their Customer Service to be non existent.. They also have too much power over your library (if you lodged a consumer complaint, they could suspend your access).. I don't like that they do automatic updates by default.. Modding sometimes is a pain....

I like that it's easy to reinstall on any new computer build. They have great sales. I wish they allowed game trading within family, so my kids wouldn't have to log on my ID to play old games I have no interest in. In the beginning all the games were on my ID.. but now I know enough to purchase their games on their IDs.. (I get kicked off a lot when they log into my ID :D )

Longdan · December 30, 2012, 12:07:44 PM

I have come to reluctantly accept Steam as a matter of being an addict.
Gamers Gate has always been my DL store of choice.
When you have a Hard drive failure you just go back and get your stuff.
That is it. No limit to downloads, always there.
The customer service there as been superb, very, very unlike Steam.
Steam, as far as I am concerned has no customer service.
This year is the first year I have heard any complaints like this.
I like GG.

Toonces · December 30, 2012, 02:18:55 PM

I simply can't believe this crowd would prefer GG to Steam. I have never used GG, but I did browse that link SDR posted. I was reading how a lot of people bought a game, and were able to download it, but then couldn't start it/install it because they didn't have a serial number for the game. GG "ran out" of serial numbers and now the customer has to wait until they get new ones...maybe after Jan 1.

Seriously? You just bought a game, but maybe you'll get to install it, and maybe you won't. If they can't get any more serials, you can get a refund or a new game.

You guys prefer that to Steam where, although you have to have their backend client to install and run games, you can rest assured that if you buy a game you damn well will be able to install and run it that same day?

Color me confused. You guys are very contradictory on your DRM stances sometimes. ::)

Grim.Reaper · December 30, 2012, 02:28:30 PM

For me personally, I have never really complained about the various DRM in use since there is nothing I can do about it if I want to play games...the only type that does drive me crazy are the ones where you have to re-activate if some of your computer parts change...but I do own plenty of those as well so not really a buying decision for me....DRM is what it is.

Reason I use to prefer GG to other methods:

1) In the past, a lot of their games was the actual stand alone install type where you could download all files and store offline for future installs. However, nowadays a lot of their games are steam based so not a huge factor.

2) In the past, they were often cheaper. Nowadays, a lot of cheap choices available so not much of a factor either.

Bottom line. I have no more loyalties to any specific service, I just look for the lowest price:)

Nefaro · December 30, 2012, 03:09:29 PM

Seems like the issues mentioned in the OP all stem from GG getting their sale prices direly wrong, and now pulling back out of some transactions involving them.

I can't say I'd be very happy with it, especially if they messed with products already delivered. But I'd probably expect them to say sorry and refund money on undelivered ones in which the pricing had been wrongly listed, ASAP.

At least, in this case, there are likely customer service people actively dealing with these issues at Gamersgate. Nothing infuriates me more than sending a CS report to somebody like Steam (for example: something as simple as getting an "Out of Serial Keys" message) and repeatedly getting copy & paste responses mentioning how you can 'fix' your game crashing ( or other non-related bullshit), for two weeks straight before anything is actually done.

I still prefer GG over most anyone else despite running into at least one purchasing issue before the Holiday Sale season began. It's still been an overall great experience for me, although I haven't tried capitalizing on an obvious sale price mistake yet. And their website hasn't been doing terribly well this season.

Arctic Blast · December 30, 2012, 03:12:37 PM

Quote from: Toonces on December 30, 2012, 02:18:55 PM
I simply can't believe this crowd would prefer GG to Steam. I have never used GG, but I did browse that link SDR posted. I was reading how a lot of people bought a game, and were able to download it, but then couldn't start it/install it because they didn't have a serial number for the game. GG "ran out" of serial numbers and now the customer has to wait until they get new ones...maybe after Jan 1.

Seriously? You just bought a game, but maybe you'll get to install it, and maybe you won't. If they can't get any more serials, you can get a refund or a new game.

You guys prefer that to Steam where, although you have to have their backend client to install and run games, you can rest assured that if you buy a game you damn well will be able to install and run it that same day?

Color me confused. You guys are very contradictory on your DRM stances sometimes. ::)

This happens to everyone, though. Hell, it's happened on Steam a couple of times during past sales when something gets a huge sales run. And it's not like the distributor can just generate new codes, they have to go to the publisher for them.

And it does seem to me that GG is starting to falter pretty big. I wonder if maybe they've grown their service out, but the staffing levels haven't kept up. They used to be very quick and responsive, but now they're buried...Steam's support has been MUCH faster in my experience the few times that I've needed to contact either of them in the last year or so.

And I don't really have a store preference, either. Gimme mah games, and I'm happy. ;D