Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear Revdex.com:This complaint is quite vague, which delayed our response. Neither RealNetworks'subsidiary GameHouse nor RealNetworks itself were able to locate an account underthe email address [redacted]@hotmail.com. GameHouse did locate an accountincorporating the name "[redacted]@...." There is...
only one charge of$11.01 under that account, and GameHouse refunded this amount in the event thisaccount belongs to complainant (although complainant says the purchase pricewas $51.00). Complainant claims that she talked to the company on the 21stand 23rd of August but we found no records of such communications. Customerservice emailed both the given address and the [redacted]@ address for moreinformation but has received no reply. RealNetworks will consider this matterclosed unless and until additional details allow us to locate an associated account. Cyrus C[redacted]Senior CounselRealNetworks
Hello Revdex.com,
The GameHouse support team has contacted [redacted] on Tuesday (3rd January 2017) and provided troubleshooting steps to access the service. The support team is yet to receive a response related to the query from [redacted].
[redacted] requested for refund because she was still in trial period. To be...
informed, we do not offer trial period for the games.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
Hello Revdex.com,
We have spoke with [redacted] on 2nd of July and It's appears that she had signed up to RealTimes Premium annual subscription. She was not aware of the auto renewal, we have explained about the annual charge. As per her request, we have cancelled and refunded the $49.99 back to her...
Customer has contacted our RealPlayer email support April 04, 2017 regarding this issue. We are assisting the customer by providing the appropriate troubleshooting steps.
Hello Revdex.com, I checked [redacted] account, and our records indicate that a refund of $24.99 has already been processed on 10-29-2015 for the order number: [redacted]. I would also like to confirm that the refund amount has been credited to his account on 10-30-2015. Note: Our support team is...
available 7 days. Agent support via email is available to customers who have purchased or subscribed to one of our products. We also offer a community forum for free customers, where agents respond to posts online.
Complaint: [redacted]
I am rejecting this response because:i do not want to cancel my membership they have fixed the problem yesterday. thank you
Sincerely,
[redacted]
GameHouse customer service sent multiple emails requestingmore information to address Ms. [redacted] claim but received no response. Ms.[redacted] claims she made a $51 purchase(s) on August 17, but there is no evidenceof such a purchase(s). (As previously noted, neither is there a record of her alleged priorcommunications with our customer service). Customer service located one chargeof $11.01 for a "FunPass" subscription, started on the 1st of August2015. As I previously wrote, this amount has already been refunded. Ms. [redacted]account was closed at the same time. There was also an attempt to purchasea game "Chocolatier" on the 1st of August on what Ms. [redacted] hasconfirmed as her account. The purchase did not go through and no amount wascharged. Thus all payments Ms. [redacted] made to RealNetworks/GameHouse have beenrefunded and there is nothing further to be done. Ms. [redacted] is welcome torespond to the customer service emails sent to her to help them identify thealleged additional purchase(s).
Customer Service had previously been in contact with this customer, but was never informed that the customer's issue had not been resolved. Customer Service emailed her after receipt of this complaint, received no response, and is continuing to attempt to connect with the...
I've contacted "[redacted]" over the phone regarding the charge and informed her that the payment is still in a pending status, so once we receive the payment we will refund and send her a confirmation email.
Note: Our support team is available 7 days. Agent support via email...
is available to customers who have purchased or subscribed to one of our products. We also offer a community forum for free customers, where agents respond to posts online."
Dear [redacted],We are very sorry that you were having such a negative experience with the game. With the information you have given, unfortunately we have not enough input to troubleshoot the issue for you. Could you please get in touch with the app store you ordered the game from (the one you also...
made the payment to) and request a full refund. The orders and payments are not made via our system, therefore we are unable to refund the money to you. With purchases from app stores, they are the ones that can carry out the refund for you.I hope this is helpful and regret that you did not have a more positive experience with the game.Best RegardsThe GameHouse Team
Dear [redacted], We have no way of knowing the email address that is associated with your Facebook account unless you use it to sign up on our website with it. If this happened by accident and you clicked past the text that explains that you are actually subscribing and you fill in your payment details without being aware of it, then that is also outside our control. Unfortunately I cannot offer you any further refunds beyond the 6 months we have already grated you as a gesture of good will. Kind regards
If I'm understanding the complaint correctly, we denied creating a game out of the book/idea Beauty School Helper, but launched a game called Sally's Salon? If this indeed is the complaint, I can clarify that the game Sally's Salon was launched on our website on the 25th of July 2007. The book...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Hello Revdex.com, When [redacted] originally purchased RealPlayer Plus, she purchased version RealPlayer 16 under "[redacted]", which was a one-time charge. With that purchase, she received updates and support of that version for no additional fees or hidden charges. We're no longer making any...
updates to RealPlayer 16 (or RealPlayer Cloud).Although customers who purchased RealPlayer 16 Plus continued to enjoy their Plus features at no extra charge when we released RealPlayer Cloud, in the new RealTimes these features are available only with a Premium or Unlimited subscription or with RealPlayer Plus 18. A subscription unlocks many more features than just the Plus features!Customers who previously purchased RealPlayer Plus can receive a discount on an annual subscription or RealPlayer Plus 18. However, to resolve this issue, as a one time courtesy, I've added her a coupon to get the access for free. Therefore, she can download the latest version of RealPlayer Plus. I've contacted her over the phone and conveyed the same message, also sent an email to her confirming the same.Note: Our support team is available 7 days. Agent support via email is available to customers who have purchased or subscribed to one of our products. We also offer a community forum for free customers, where agents respond to posts online."
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
RE: Complaint No. [redacted]Dear Revdex.com:Ms. [redacted] registered for a two week free trial with our Gamehouse.com website on 09 July, 2015. The terms and conditions accepted by Ms. [redacted] at the time of registering stated that she was obligated to cancel her subscription before the expiration of the free...
trial period to avoid paying recurring subscription fees. As Ms. [redacted] did not cancel her subscription, she continued to be subscribed to GameHouse's monthly subscription after the free trial period. Ms. [redacted] cancelled her GameHouse subscription on 3rd October, 2015 and accordingly her subscription expired at the end of her billing period, 23rd October, 2015. Ms. [redacted] contacted our Customer Support team on 3rd October after cancelling her subscription on 3rd October claiming that she had cancelled her subscription several months prior and that she has been charged three times after cancellation. The CS representative promptly responded that GameHouse had no record of cancellation of Ms. [redacted] subscription before 3rd October and requested that she provide details of the cancellation. Ms. [redacted] responded that she called GameHouse and cancelled her subscription July before the free trial period ended. In fact, Ms. [redacted] could not have called GameHouse and cancelled because GameHouse has not had a telephone support service since early 2015. Ms. [redacted] claims that the telephone number [redacted] is a "bogus number, it is just a recording now," however the recording tells customers to go to the support website for assistance. The only means for Ms. [redacted] to cancel her subscription was to log into her account through the website. Ms. [redacted] was thus unable to provide evidence to the CS representative of cancelling her subscription in July. Despite the discrepancy, GameHouse refunded Ms. [redacted] $29.97 for the entire period of her subscription, as a courtesy. We believe this resolves the questions in this complaint and RealNetworks will consider this matter is closed.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear Revdex.com:This complaint is quite vague, which delayed our response. Neither RealNetworks'subsidiary GameHouse nor RealNetworks itself were able to locate an account underthe email address [redacted]@hotmail.com. GameHouse did locate an accountincorporating the name "[redacted]@...." There is...
only one charge of$11.01 under that account, and GameHouse refunded this amount in the event thisaccount belongs to complainant (although complainant says the purchase pricewas $51.00). Complainant claims that she talked to the company on the 21stand 23rd of August but we found no records of such communications. Customerservice emailed both the given address and the [redacted]@ address for moreinformation but has received no reply. RealNetworks will consider this matterclosed unless and until additional details allow us to locate an associated account. Cyrus C[redacted]Senior CounselRealNetworks
Hello Revdex.com,
The GameHouse support team has contacted [redacted] on Tuesday (3rd January 2017) and provided troubleshooting steps to access the service. The support team is yet to receive a response related to the query from [redacted].
[redacted] requested for refund because she was still in trial period. To be...
informed, we do not offer trial period for the games.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
We emailed this customer on Tuesday (January 3rd) with troubleshooting tips to resolve the issue she's experiencing. She has not responded yet. We also do not offer a trial period, so her information is not correct.
An interesting point to note is that during this time she claims to be unable to play games, she has indeed been using her membership. She is not entitled to a refund and she needs to respond to our message to her if she's still facing any issues.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Hello Revdex.com,
We have spoke with [redacted] on 2nd of July and It's appears that she had signed up to RealTimes Premium annual subscription. She was not aware of the auto renewal, we have explained about the annual charge. As per her request, we have cancelled and refunded the $49.99 back to her...
card.
Customer has contacted our RealPlayer email support April 04, 2017 regarding this issue. We are assisting the customer by providing the appropriate troubleshooting steps.
Hello Revdex.com, I checked [redacted] account, and our records indicate that a refund of $24.99 has already been processed on 10-29-2015 for the order number: [redacted]. I would also like to confirm that the refund amount has been credited to his account on 10-30-2015. Note: Our support team is...
available 7 days. Agent support via email is available to customers who have purchased or subscribed to one of our products. We also offer a community forum for free customers, where agents respond to posts online.
Complaint: [redacted]
I am rejecting this response because:i do not want to cancel my membership they have fixed the problem yesterday. thank you
Sincerely,
[redacted]
GameHouse customer service sent multiple emails requestingmore information to address Ms. [redacted] claim but received no response. Ms.[redacted] claims she made a $51 purchase(s) on August 17, but there is no evidenceof such a purchase(s). (As previously noted, neither is there a record of her alleged priorcommunications with our customer service). Customer service located one chargeof $11.01 for a "FunPass" subscription, started on the 1st of August2015. As I previously wrote, this amount has already been refunded. Ms. [redacted]account was closed at the same time. There was also an attempt to purchasea game "Chocolatier" on the 1st of August on what Ms. [redacted] hasconfirmed as her account. The purchase did not go through and no amount wascharged. Thus all payments Ms. [redacted] made to RealNetworks/GameHouse have beenrefunded and there is nothing further to be done. Ms. [redacted] is welcome torespond to the customer service emails sent to her to help them identify thealleged additional purchase(s).
Customer Service had previously been in contact with this customer, but was never informed that the customer's issue had not been resolved. Customer Service emailed her after receipt of this complaint, received no response, and is continuing to attempt to connect with the...
complainant.Sincerely,Cyrus C[redacted]Senior Counsel
Hello Revdex.com,
I've contacted "[redacted]" over the phone regarding the charge and informed her that the payment is still in a pending status, so once we receive the payment we will refund and send her a confirmation email.
Note: Our support team is available 7 days. Agent support via email...
is available to customers who have purchased or subscribed to one of our products. We also offer a community forum for free customers, where agents respond to posts online."
Dear [redacted],We are very sorry that you were having such a negative experience with the game. With the information you have given, unfortunately we have not enough input to troubleshoot the issue for you. Could you please get in touch with the app store you ordered the game from (the one you also...
made the payment to) and request a full refund. The orders and payments are not made via our system, therefore we are unable to refund the money to you. With purchases from app stores, they are the ones that can carry out the refund for you.I hope this is helpful and regret that you did not have a more positive experience with the game.Best RegardsThe GameHouse Team
Called up the customer and guided to reset the password. Now he able to access his account and the issue got fixed.
Dear [redacted], We have no way of knowing the email address that is associated with your Facebook account unless you use it to sign up on our website with it. If this happened by accident and you clicked past the text that explains that you are actually subscribing and you fill in your payment details without being aware of it, then that is also outside our control. Unfortunately I cannot offer you any further refunds beyond the 6 months we have already grated you as a gesture of good will. Kind regards
If I'm understanding the complaint correctly, we denied creating a game out of the book/idea Beauty School Helper, but launched a game called Sally's Salon? If this indeed is the complaint, I can clarify that the game Sally's Salon was launched on our website on the 25th of July 2007. The book...
Beauty School Helper was launched in 2011.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Hello Revdex.com, When [redacted] originally purchased RealPlayer Plus, she purchased version RealPlayer 16 under "[redacted]", which was a one-time charge. With that purchase, she received updates and support of that version for no additional fees or hidden charges. We're no longer making any...
updates to RealPlayer 16 (or RealPlayer Cloud).Although customers who purchased RealPlayer 16 Plus continued to enjoy their Plus features at no extra charge when we released RealPlayer Cloud, in the new RealTimes these features are available only with a Premium or Unlimited subscription or with RealPlayer Plus 18. A subscription unlocks many more features than just the Plus features!Customers who previously purchased RealPlayer Plus can receive a discount on an annual subscription or RealPlayer Plus 18. However, to resolve this issue, as a one time courtesy, I've added her a coupon to get the access for free. Therefore, she can download the latest version of RealPlayer Plus. I've contacted her over the phone and conveyed the same message, also sent an email to her confirming the same.Note: Our support team is available 7 days. Agent support via email is available to customers who have purchased or subscribed to one of our products. We also offer a community forum for free customers, where agents respond to posts online."
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
RE: Complaint No. [redacted]Dear Revdex.com:Ms. [redacted] registered for a two week free trial with our Gamehouse.com website on 09 July, 2015. The terms and conditions accepted by Ms. [redacted] at the time of registering stated that she was obligated to cancel her subscription before the expiration of the free...
trial period to avoid paying recurring subscription fees. As Ms. [redacted] did not cancel her subscription, she continued to be subscribed to GameHouse's monthly subscription after the free trial period. Ms. [redacted] cancelled her GameHouse subscription on 3rd October, 2015 and accordingly her subscription expired at the end of her billing period, 23rd October, 2015. Ms. [redacted] contacted our Customer Support team on 3rd October after cancelling her subscription on 3rd October claiming that she had cancelled her subscription several months prior and that she has been charged three times after cancellation. The CS representative promptly responded that GameHouse had no record of cancellation of Ms. [redacted] subscription before 3rd October and requested that she provide details of the cancellation. Ms. [redacted] responded that she called GameHouse and cancelled her subscription July before the free trial period ended. In fact, Ms. [redacted] could not have called GameHouse and cancelled because GameHouse has not had a telephone support service since early 2015. Ms. [redacted] claims that the telephone number [redacted] is a "bogus number, it is just a recording now," however the recording tells customers to go to the support website for assistance. The only means for Ms. [redacted] to cancel her subscription was to log into her account through the website. Ms. [redacted] was thus unable to provide evidence to the CS representative of cancelling her subscription in July. Despite the discrepancy, GameHouse refunded Ms. [redacted] $29.97 for the entire period of her subscription, as a courtesy. We believe this resolves the questions in this complaint and RealNetworks will consider this matter is closed.