Rockstar Games Inc.

Review: I bought a $20 card for in-game currency for GTA V. I never received the currency and then was billed a second time (I did not authorize the second transaction, but they still charged me). Emailing their support only gets me automated responses and if I call in to support, the representative puts me on hold and doesn't come back. Last time I sat on hold for over an hour. This issue has been going on for over a month.Desired Settlement: I want either my money refunded into my account, or the in-game currency that I paid for (BACK IN NOVEMBER!)

Business

Response:

Our records show that this customer purchased paid for two virtual currency packs, received them both, and spent the currency in-game. This complaint should be resolved in favor of Rockstar Games.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I never received my in-game currency for the second purchase as the company claims. I was also charged a second time for that purchase. Rockstar games may not be able to verify this as they've publicly admitted that their game and detection systems have faults. When I spoke with their customer support, they couldn't even confirm my purchase.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted] and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Said accommodation was in relation to a completely different problem than the one I'm having here. That was regarding a vehicle lost in-game and I did not respond because that issue was resolved when they compensated me for the car.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This customer contacted us about two separate issues: one related to purchased

in-game virtual currency, and another regarding a missing vehicle in

game. Customer support confirmed the player received his virtual currency

and provided a one time accommodation for the unverified report of a missing

vehicle. The issue has been appropriately handled by our Customer Support

team. This complaint should be closed and resolved in favor of the

company.

Review: I purchased a $50 game (digitally) of theirs and have been unable to play it for over a week. This is because of a technical error on THEIR end. They are very aware of the issue, as thousands of customer have voiced their problem, but they have taken the issue very lightly and made no obvious attempts to resolve the issue.Desired Settlement: Compensatory resolution. All those who purchased, or activated, Max Payne 3 in the past month should have a $50 refund -- not a credit -- a refund.

Business

Response:

The customer contacted us about a problem logging into the Steam version of Max Payne 3. We informed him that there was a temporary problem with our servers that we were in the process of fixing, and we provided him with a link to subscribe to so that he could be informed when the issue was resolved. The server issue was resolved so there should be no further issues logging in. This matter has been resolved and this complaint should be resolved in favor of the company.

Review: So I purchased their newest game, Grand Theft Auto V, and it doesn't work with my computer although I meet the minimum requirements to run it. I've contacted their customer support multiple times, as well as several others who are having the exact problem as me, but they've yet to fix the problem. They've told me and others I know of with this problem that they'd fix it in their next patch, and that was 2-3 patches ago. They're unprofessional with pinpointing problems users are having, or they just don't care enough about customers who are having problems to actually fix them, rather tell the customer it'll be fixed in the next patch over and over again.. I preordered this game as soon as it was released on Steam(an internet -based digital distribution, digital rights management (DRM), multiplayer, and social networking platform developed by Valve Corporation) paying the full $60+ for their game expecting it to work, it's been almost a month now since it's been officially out to the public and I've yet to spend one minute in the actual game.Desired Settlement: I think this business has the responsibility to release fully functional games that won't close on users as soon as they open it, and if not.. I'd expect them to be able to fix the problem in a timely manner rather than beating around the bush until their customers forget about their malfunctioning game while they make away with that customer's money..

Business

Response:

This customer is working with our advanced support team to resolve the problem with his computer.

Review: In one weekend I was disconnected during my games at least 15 times. Because of abandoning games I was placed in the bad sport pool. When trying to contact Rockstar about this issue if you include bad sport any where in your email you get a generic reply telling you there is nothing they can do. So I didn't include that in my first email. Working with the first gentleman he advised me we would correct my connection issues the correct the bad sport problem. I did the things he suggested and was finally able to play without issues. When I emailed him back I was answered by a new person who asked me for a video or screenshot. I replied asking what they wanted it of only to be contacted by yet another person telling me they are sorry for the miscommunication. They asked how they could help me. At this point I am confused as to why I am working with a third new person who apparently has no idea of my issue. I explained myself once again just to be told sorry there is nothing we can do about bad sport pool and explaining how you get there. I replied advising that person I knew how I had arrived at the bad sport pool but that I had already been told it could be fixed could he please help. The next day I was contacted by yet another person who wanted a sscreenshot of my bad sport timer so they could fix it. Then again today I received an email from yet another person telling me the bad sport pool can't be adjusted and explaining how one ends up there. It is like they pass you around until you give up. Why in a game called grand theft auto can I be put into a bad spot pool for blowing up a car. All I want is this issue ccorrected but they seem not to care.Desired Settlement: I would like to be removed from the bad sport pool. I was placed there due to connectivity issues. I would also like to be treated as a valuable customer not as a bother

Business

Response:

This customer is complaining because he was placed in the game’s “Bad Sport Pool,” and can only play with other players marked as Bad Sports. We checked the customer’s account and verified that the cause was quitting games early, and blowing up other players’ personal vehicles. This complaint should be resolved in favor of the Company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Due to connectivity issues I was being dropped from matches in the middle of them. That is why I originally contacted the company. I needed help resolving my connectivity issues. Once those were resolved I did ask for a review of why I was in bad sport because I was places there after losing connection repeatedly during missions. I was told by your customer service it could be fixed. Then after being passed to maybe 10 other customer service representatives they say they are investigating it. Every time I ask for the exact reason I was placed in bad sport I never get an answer. Blowing up cars in a game called "Grand Theft Auto" really doesn't sound like a logical reason to place someone in bad sport. This should be reserved for cheaters and hackers not people who are just playing the game. Again I request to be removed from bad sport for leaving matches early due to losing connection.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I recently became unable to access my Rockstar game, which I purchased for $65. I have invested a decent amount of money in DLC for this game as well. I contacted support, and Heard back almost a month later, being asked "are you still having the problem?", to which I replied stating that I was, and that I didnt want to wait a month for help. I have since been ignored, or as I can inly assume ignored by Rockstar support.Desired Settlement: I would simply like my issue resolved, and ask for no outcome other than my continued enjoyment of the game.

I wish to see support contact me, resolve my issue and have this done within two days, not a month.

Business

Response:

This customer contacted us about a network error that appears to be unique to his Xbox account. We have been in contact with the customer through our Support system since the time this complaint was filed and we are working to determine why he is experiencing this issue. We will continue to keep him informed on our progress via our support system. This complaint should be resolved in favor of Rockstar Games.

Review: ed emblems and I cannot edit it.

On Nov. [redacted], 2013 I sent another message.

I'm messaging again to make sure you received my reply on Nov. the [redacted]. I haven't heard anything back from you and I am replying again to inquire about the status of my ticket.

It took them 25 days from the initial date I filed the complaint to respond to my ticket which is absolutely ridiculous. This was their reply.

[redacted] Dec ** 01:03 pm (EST):

Hi [redacted]

Thanks for contacting R* Support.

Our records show no **A Online activity for your gamer profile during the month of October. That's why no Stimulus money was deposited.

For more info, see:

http://[redacted]

We appreciate your understanding and apologize for any inconvenience this has caused. For the latest information related to **A: Online status updates, please subscribe to:

Kind regards,

I replied back with:

NO, this ticket has not been solved! Your records are incorrect I don't care what your system said. I was online and playing before the end of October. I am asking for a full refund for the game seeing as I bought it on eBay and I can no longer return it, since you don't want to compensate me being a customer who has had several issues with your game as has everyone else who are experiencing the same or similar issues. It's not like it costs you guys any money to send out a stimulus package to a customer who's had a less than satisfactory experience with your product and furthermore it took you almost a month, 25 days to be exact, to respond to my ticket and that in itself is completely unacceptable especially to be given the cliché answer that I received. Maybe you should invest in a QA department or if you do have people in that department then hire someone who knows what the hell they are doing because your company certainly failed at releasing a product that you had more than enough time to work all the bugs out of. You will no longer have my business as a customer if you cannot comply with my request.

You have 2 options. You can send the stimulus to my online account or you can send a check or money order for $55.00, which is what I paid for the price of this game plus shipping, to me at the following address:

Following to meet either of these requests will result in me filing a complaint with the Revdex.com against your company as I am not satisfied with your product or your customer support.

You have 72 hours to respond or I will be filing this complaint.

Thank You:

They replied with the following:

[redacted] Dec ** 04:59 PM (EST):

Hi [redacted],

If you believe that this is an error, please send us a picture of you earning the achievement named "Off The Plane."

For 360:

-Log in to your Microsoft account at https://live.xbox.com

-Navigate to your Activity Center

-Select **and Theft Auto 5

-Take a screenshot of your achievements page showing the off the plane achievement and the achievement meter

-Please make sure the date the achievement was unlocked can be seen

+ Please take a screenshot of the entire page for these screenshots

To take a screenshot (in Win Vista/7/8)

http://windows.microsoft.com/en-us/windows-vista/use-snipping-tool-to-capture-sc...⇄ />
In XP (and earlier)

http://windows.microsoft.com/en-us/windows-xp/help/setup/take-a-screen-shot

This would show us which day you had entered the world of **A Online and we would be able to further investigate this for you.

Best Regards,

My reply to this:

There is no option to view an Activity Center on the Xbox live website in which you gave a link for. I have also searched for this on their site with no results to view achievements by this method. I was playing online before the end of October but that's not the point. The point is I have also experienced the same issues other people have on your game. All I am asking for is the same courtesy that was given to those other players. Again it does not cost you any money to update a gamer account with the stimulus package. Would you not also be displeased with a company if you weren't extended the same courtesy as thousands of other customers when experiencing the same issues regardless of the date on which they occurred? So again you have 2 options. Either update my profile with the stimulus or refund me the $55.00 I spent on your product. If you do not meet either of these requests I will file a complaint with the Revdex.com.

You have 72 hours to reply.

Their final reply:

[redacted] Dec ** 07:04 PM (EST):

Hi [redacted],

The stimulus package was distributed for the players who played online during the month of October. If you have not met these requirements, we will not be able to grant you the stimulus. Please provide us with the requested screenshot and we will be able to further investigate this issue for you. Also, if you would like to seek a refund, please contact the retailer whom you had purchased the game from.

If you had any additional technical issues or questions, please reply directly back to this ticket.

Best Regards,

My final reply:

My name is not [redacted]. That is my email title. My name is [redacted]. I've given my name several times in this conversation. I've already told you that the information you requested a screen shot of does not exist on the Microsoft website in which you gave a link to. I explained in an earlier reply that I bought the game from a private seller on eBay and it's already been over 30 days since I purchased it so I am no longer able to get a refund. If your support department hadn't taken 25 days to respond back to me after giving you the detailed information you requested I might have been able to get a refund after realizing you don't care about your customers. Even if I had purchased it from a retailer I would not be able to refund the product at this point in time or get a full refund because the product has been used. Since you don't care to meet either of my request which would easily resolve the issues I've had with your product I will be filing a complaint with the Revdex.com and you can deal with them. I've worked numerous roles in support for the IT industry since 2000 and it's obvious that your company doesn't know the first thing about customer service and your support department is lazy. Have a nice day.

Sincerely:

Your company is incompetent when it comes to customer support. I had to wait nearly an entire month to even get a reply from you and that's just completely unprofessional.

I gave you several chances to resolve the issue and you acted like my request didn't matter and tried to argue with me about it on top of that instead of just providing my character with the stimulus package. When I stated that it took 25 days for you to respond you didn't even bother to apologize and instead proceeded to just act like, oh well you're just [redacted] out of luck. I've read 40, FORTY, other complaints here on the Revdex.com website against your company and in every one you try to push to problem off on the customer instead of taking responsibility for a failed product. On top of that I've read hundreds of customer complaints against your company on other sites and forums about this product. It's pretty clear that YOU are in the wrong and YOU as a corporation need to get off your greedy, lazy as and do something about it starting with a QA department that knows what the hell they are doing followed by a Customer Support department that actually gives a damn about your customer's satisfaction in your product. You started production on this game in 2008 and released a faulty product 5 years later. You've sold over 29 million copies of this failure grossing over $1,739,710,000.00 ( [redacted] ) and you refuse to give a customer who is unsatisfied with your fail product back their $55. Your company is pathetic. You know this huge economic problem we are having in America right now, YOU ARE PART OF THAT PROBLEM!!

Sincerely:

[redacted]Desired Settlement: I would like a check in the amount of $55.00 sent to me at the following address immediately.

[redacted] Once I have a full refund for this product and the check has been successfully deposited into my bank account I will consider this issue resolved.

Business

Response:

This player contacted our Support staff because he said he did not receive a complimentary sum of in-game virtual currency that we distributed to players who played during October. We have been able to verify his claim and have added the virtual currency to his account. The complaint should be resolved in favor of the Company.

Review: I pre-ordered Grand Theft Auto V from a [redacted] retail store based on my previous positive purchases of game titles released by Rockstar Games. After picking up my game copy on September [redacted] I waited until October [redacted] which was the launch date of Grand Theft Auto Online, included with purchase of Grand Theft Auto V, only to be among the many customers that have been experiencing the same issues of missing data, corrupt save files, inability to connect online among other smaller errors. This product does not work like expected nor does it meet the standards or quality I had come to expect from Rockstar Games. Even when voicing complaints with the company they were meet with cut a paste replies generically addressing the situation as well as having posts from myself and others removed from their forums after being labeled as "trolling" meaning submitting a deliberately provocative posting to an online message board or chat window with the purpose of inciting an angry response. While posts on forums can be viewed differently by each person reading it I feel that while my posts showed my frustration and negative reaction to the game it was not trolling nor was it intended to be. Now I am unable to post on the website as well. If this is how Rockstar Games treats long time customers I do not wish to have anything further to do with their products or services.Desired Settlement: As [redacted] will only give you trade in value of an opened game I am seeking a refund on the total purchase price of $59.99 plus Texas sales tax which brings the total to $64.78.

Business

Response:

The free GTA Online game was

advertised as launching October *, which it did. This complaint should be

resolved in favor of the company.

Business

Response:

The customer’s claim that the product is defective is not valid. Grand Theft Auto Online (a free game for people who bought GTAV) experienced some technical network issues at launch but we quickly resolved them. According to our data, despite his complaint the customer has continued to play and enjoy the game, as recently as October [redacted]. The customer is not entitled to a refund and if he has any technical issues he should pursue them through our support services [redacted]. This complaint should be closed and resolved in favor of the company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My complaint is not valid? So data being corrupted and lost are all normal for video games? I will have to remember that so I will not expect much from what I buy anymore. And yes despite my complaint I have continued to play but do not assume that I enjoy anything. I am online usually because people on my friends list are asking me to not because I enjoy this game so much. Pull your data again if you want, I was on there last night with friends. As far as quickly resolving technical issues that is a ridiculous claim. Here it is over a month later and there are still glitches, loss of progress, vehicles disappearing from player garages etc. and after patch 1.04 that amount of people that are upset that you can reduce in game payout for missions but not fix glitches is pretty much all I hear. And to address the whole pursuing help from tech support is pointless. They do nothing more than say we are sorry for your inconvenience and then send you a cut and paste message with links that do nothing to fix the issues. Since contacting their customer and tech support non of my data or in game progress has been restored or my lost data compensated. Their idea of an apology to fans is 500k split into 2 payments which was said to be as early as this week, here it is almost that end of the week and nothing, no surprise there. And that amount no where near covers what I lost in game. It's not even real money, it is digital.

Enough of this back and forth, I will continue to say that the product is defective and Rockstar will say that it isn't. It is clear to me that Rockstar has no concern for their customers and are going to fight tooth and nail over $60 they got from a [redacted] when they grossed well over a billion dollars. I will box up all my Rockstar games minus this one until a final decision is made and return them for trade in value as I wish to have nothing further to do with this company and in the future I will advise friends not to buy their products either.

Please make your final decision on this complaint so I can close this matter and not waste any more of my time. Thank you to the Revdex.com for your help and time with this matter.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Rockstar sold me GTA5 I bought which states that it had fully playable online and offline mode. I have been trying to play this game for a couple weeks now and the product does not work. My characters and game info constantly gets deleted. Most features as advertised do not work single player or multiplayer. I cannot even play this game because every time I do everything gets deleted. This was false advertising by Rockstar Games.Desired Settlement: Either refund my credit card or replace with Microsoft points to the value of a new GTA5 sales transaction.

Business

Response:

The free GTA Online game was advertised as launching October *, which it did. A title update was recently offered which addressed some issues certain players were having. This complaint should be resolved in favor of the company.

Review: I had kindly asked the representative to patch me through to a supervisor and he responded with "sorry you're having an issue. Thank you for calling" and hung up on me. Called back. Asked to speak to a supervisor again. This time the guy put me on hold, came back, and repeatedly said "sorry you're having an issue with one of our products or services" not giving me the chance to explain, then hung up on me. Called back. Asked to speak to a supervisor. Guy named [redacted] says "that's just not going to happen" and hung up on me. Called back. Asked for a supervisor. I get a guy I can barely even hear claiming he is a supervisor. Gave him my ticket number. He even replies with "sorry you're having an issue with one of our products or services" then hung up on me. That's 4 people in a span of 15 minutes. Never got my issue resolved after a month of waitingDesired Settlement: I just want them to fix my issue and stop hanging up on me because they don't want to do their job. Completely disrespectful.

Business

Response:

This customer’s complaint has been addressed by our Support team since the time the Revdex.com was contacted. The complaint should be resolved in favor of the Company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They offered a temporary fix for the problem on their end. Once they sent that reply to you, they reversed what they did and now I'm back to square one. However, I gave up on this. This company clearly doesn't know how to run a support team. These guys are failures. I just want a heartfelt apology for the many many inconveniences and wasted time I spent calling these guys since they can't be mature and actually fix their problem. Thank you. That's all.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer has agreed that this issue was resolved through Support.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: So earlier today I received an automated email from Rockstart support as follows

"Hi [redacted],

This is an automated message from Rockstar Games to inform you that your account has been flagged for violating our Online Features Code of Conduct and/or EULA, found here:

- [redacted] can become flagged as a result of automated analysis or manual review of evidence for violations such as modding, hacking, exploiting or abusing game mechanics, or otherwise interfering with other players’ gameplay experience

Some actions taken in response to these flags include restrictions to separate pools for matchmaking, muted microphones or restrictions on UGC creation, removal of illegitimate in-game cash/items or RP, and temporary or permanent restrictions on your ability to access GTA Online.

Please note that this is a no-reply email address.

Rockstar Games"

I am incredibly disheartened to read this and I am outraged more by the fact that I have done absolutely nothing to warrant this. It appears that this is actually a problem rockstar has been dealing with quite a bit. Actually, a quick [redacted] search can show you thousands of accounts of people, who have done nothing wrong, receiving this email and losing their access to the multiplayer service. A quick support ticket to rocstar was immediately relied with yet another automated email about Rockstar's terms of service which I have always followed.

The crazy thing is that minutes before receiving this email I was in-game enjoying the service. Through the chat I received a message that they woud "[redacted]." The person continued to threaten me stating, "Im reporting you, and I can make you get banned instantly." Immediately after, I began teleporting around the map and had very limited control of my character. Also, this unknown person modified almost everything about the game. For example, at times I walked super fast, had unlimited ammunition, drove vehicles many times faster, could jump hundreds of feet high, and flew around the map. I attempted to speak to the person via the chat, however, I got no response. My session last approximately 15 minutes after the threat was made. I then logged out of the game and found the message from Rockstar support.

It seems I have been identified as "modding, hacking, exploiting or abusing game mechanics, or otherwise interfering with other players’ gameplay experience" but the truth of the matter is I had no control over what was happening to me. As stated above, any modifications to the game was a result of someone else in the lobby, not myself. They had control over my character and easily were able to modify my character to do abnormal things.

The bottom line is I have done absolutely nothing wrong, but I am being punished as if I have done a wrong. I feel that once the above information is taken into account it will be clear to see that I have never violated any terms of service, and a true offender can be identified.

If need be I can upload my gameplay for Rockstar to review. Fortunately, I recorded the entire situation and have concrete proof I have done nothing wrong.Desired Settlement: I would like a full refund for my purchase as I am not receiving the multiplayer service I payed for. I have notified rockstar support of the issues and they have done nothing to fix the issue. As I stated above, advertising a multiplayer game and removing my access to the paid service when I have not violated any policy certainly constitutes as fraud. Further, I am very disappointed to see that this blatant fraudulent behaviour is VERY COMMON.

I no long can trust Rockstar to provide me with an online service as it is apparent that they can't identify those who a hijacking the game and manipulating other characters.

As a last resort, If a promise can be made that my service to the online component will be immediately restored I will consider this complaint solved.

Business

Response:

We reviewed the customer’s account data and have confirmed that the customer was appropriately suspended from GTA Online for violating the game terms and license by cheating in the online mode. The player was temporarily suspended but has been warned that a permanent ban from online play may result if these actions are repeated. This complaint should be resolved in favor of the Company and this is our final comment on the case.

Review: I purchased a Computer video game from this company.(Grand Theft Auto 5 for PC). I bought this game for the online (Multiplayer experience only). Since buying this game this company has allowed other customers to violate their rules and hack/modify the multiplayer game causing the game to be unplayable in many aspects for myself and others. The company will not stand behind their product and eliminate the abuse on their servers. I have reached out to the presidents office and was referred to a Gena F[redacted] in their legal department ([redacted]). She has made it clear that because I have logged many hours and have continued to still log into the game that my complaints are unfounded and no compensation will be rendered. She originally eluded to sending me the game for a console, but never clarified her intentions when asked. I didn't want the game for a console anyways. She has given me short answers and in most cases ignored answering my questions at all. Yet she accuses me of running a back and forth email conversation that is getting no where. I have considered bringing a small claims court case against this company, but have not sought to file as of yet. I would have liked to set precedence and pursue a class-action status, as there are many players like myself whom have been hurt by the egregious acts of other players. This company fails to rid their game servers of malicious players.Desired Settlement: I would like a refund for my game. They came wipe my account and the game can be removed. I can't play a game when my character is frozen in place or my computer is intentionally crashed. I have many videos of hackers attacking my character in the game. This company.. Specifically Gena F[redacted] assumes I can play the online multiplayer game and its entirety even with the hackers. Mrs. F[redacted] even goes as far as saying my claims are false because I log into the game still. I would like $80.00.

Business

Response:

We have addressed this customer’s complaints via support channels, and we will not make any further comment in this setting due to the customer’s repeated threats. This is our final comment on the matter and this complaint should be closed and resolved in favor of the company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did write to this company and suggest I wanted to take them to court. Any angry customer who recieves the run around would say the same thing. Not once was I rude to these people. They won't talk to me on the phone, nor will they help me. They allow users of their game to cause damage to my computer buly exploiting graphical glotches while using their hacks. I am angry and just wanted this company to stick up for me and help me. This company won't even treat me like a person. I mentioned w anting to go to court and they clam up and won't treat me like a himan being. Most companies when they have an irrate customer, bend over backwards to make them happy. I just wanted someone from this company to call me on the phone and offer advice how to combat the hackers they allow to troll on their servers. I am more than willing to share all my emails with the Revdex.com for public view. Notice how this company reaponds to you and demands in such a short angry tone that this case be closed in their favor. I just want to play their game with out having hackers damage my computer or have this company refund the game. She offers no help for either. Just ignores me. Ask Mrs. F[redacted] about the video I sent her that shows my character being hacked and then my game crashed. I have hundreds more like it. This company is terrible and puts profits a head of customer service. Their only come back is that they can see I still play the game so nothing must be wrong.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This company supposedly provides the ability to download their products after paying for them, but their downloader program keeps stating "Connection to download server lost. Reconnecting..." and each time that happens, it starts the download from scratch, so it is impossible to download the product I paid for. This is a 60GB download, and requires 6 days to complete with their very slow server. Their website states "If your download stops or is interrupted before it completes, simply click the Begin Download button again and the download should resume where it left off." but this is not true as it started the download from 0% each time.Desired Settlement: I want them to provide me with a store credit so that I can order it by mail instead of their broken download program. It's OK if they invalidate/revoke/void the activation/serial code that they provided for the download in order to provide the store credit.

Business

Response:

Our Support team has attempted to assist with the download issue, but the customer is uncooperative and has not been willing to try our solutions and let us know what happened. The customer should respond back to the Support ticket if there is still a problem, so we can try to help further.”

Review: Rockstar Games have provided a defective game that is failing to run on some systems and after a month from the sale they still have no resolution to the problem that thousands of consumers are suffering after paying a premium price for the product. The Product is GTA V. Customer service are very slow in resolving the issues or getting back to you after submitting a ticket for help. The basically is no help.

my computer meets their specifications for running the programDesired Settlement: to provide me with a product that I can run on my system

Business

Response:

Our Support team provided troubleshooting steps in this customer’s ticket and there was no reply from the customer. If the customer is still having issues, he should respond to the ticket. We will continue troubleshooting to resolve the issue. This complaint should be closed and resolved in favor of the Company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:Yes the original ticket was closed but didn't resolve the issue so I sent another ticket saying it wasn't resolved and havent even been contacted about that ticket. It has been well over a month since the release of this game and nothing has been done about fixing it

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

There is only one ticket in our Support system from this customer’s email address, which was closed when there was no response to the troubleshooting steps sent. If the customer has another ticket number, we can look into the case further. Our Support team has been willing to assist and this complaint should be resolved in favor of the Company.

Review: I purchased GTA 5 (Grand Theft Auto 5) and the game does not function properly. It freezes after about five minutes of gameplay. To date Rockstar has failed to address this issue. I am not the only one with this complaint and will link to a forum thread that shows this. I cannot get my money back because as a video game all that can be done is trade it in for another copy. The game will not work with older Xbox 360's so trading it in is not an option. I know I tried. As the link to the forum below shows, Rockstar has taken the stance that our consoles are defective. Aagin as the forum shows this is not the case. Every game I own for the Xbox 360 runs perfectly except for GTA 5. If the game cannot run on older systems Microsoft and Rockstar should have been obligated to mention this. There should be a warning on the box warning that older systems cannot run the game. To date Rockstar has done nothing to address the issue. If the error cannot be fixed Rockstar should be obligated to offer a refund and furthermore should be forced to recall all unsold copies of the game until a warning label can be added informing consumers that their is a very good chance the game will not run on older systems.Desired Settlement: I would like a refund. I know there is little chance the unsold copies will be recalled but consumers should be made aware of this issue.

Business

Response:

This customer contacted us about his console freezing when playing GTA V. We provided troubleshooting steps that included clearing the cache and any previous installations, and we asked him to try the disc in another Xbox 360 to help determine if the disc could be scratched or damaged. There was no reply from the customer. We assume this matter has been resolved and this complaint should be resolved in favor of the company.

Review: DLC blimp code with physical game purchase does not work. [redacted] has confirmed that the code is ACTIVE AND UNUSED in their system. Full proof of purchase of physical game has been provided multiple times with proof that I OWN the game. Support reps continually ask the same questions over and over again in an effort to [redacted] me around and [redacted] over. Receipts are NOT required for redemption of DLC, yet rep keeps asking for a receipt despite the fact that no one keeps their receipt beyond the 30-day return period. This is UNREASONABLE, and is being used as an excuse to screw the customer.Desired Settlement: I want my UNUSED and ACTIVE code fixed so that it will work.

Business

Response:

The customer is reporting a problem redeeming a one time activation code issued in September 2013 for pre-order purchasers of GTAV upon the original release of the game, though he states he purchased the game in January 2014 and cannot provide proof of purchase. The [redacted] code is issued and redeemed through [redacted] system and Rockstar has no way of confirming the customer’s report that this two year old pre-release bonus code is un-redeemed. If the customer can provide Rockstar customer support representatives with a copy of the [redacted] support ticket that shows [redacted] confirms the two year old [redacted] code is unredeemed, we will be able to help him. This complaint should be resolved in favor of the Company. This is our last comment on the issue via Revdex.com as the customer has an open support ticket and should provide the necessary information to support.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Rockstar continues to lie. Proof of purchase has been provided. [redacted] support ticket (Service Reference Number) PROVING that code is valid and unused has been provided (two separate confirmation support tickets from [redacted] will be included here - one from a month ago and one from today). [redacted] attempted to solve this a month ago;again Rockstar was uncooperative. Rockstar deliberately ignores any and all information I submit in an effort to stall me and keep me running in circles; meanwhile, I still don't have access to content I PAID for. There is no expiration date on the code, and again it is valid in [redacted]'s system as I've proven, so dates are irrelevant.Unless I explicitly state that this has been resolved, it should be assumed that Rockstar continues to ignore the requested information provided by myself and [redacted], and thus this remains UNRESOLVED. They say they'll resolve this in the Revdex.com's public forum, but in private correspondence they remain uncooperative. Rockstar has closed my support ticket without even responding to me.. . . sexism is inappropriate and disrespectful. And it shows that Rockstar isn't even bothering to read what I write - my name is obviously FEMALE.Attachment: Confirmation from [redacted] that code is still valid and unused. Last digits of code blacked out for public forum usage.)[redacted] Support Ticket Service Reference Number 1: [redacted] Support Ticket Service Reference Number 2: [redacted]]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This is a [redacted] code that is not issued or fulfilled by our company. As a customer accommodation, we contacted [redacted] on behalf of the customer and the issue has been resolved by [redacted] support. If there are further questions or concerns, the customer should follow up with [redacted] directly. This issue should be closed and resolved in favor of the company.

Consumer

Response:

ID [redacted]:Latest reply from company is a lie. I received code straight from Rockstar. Both myself and [redacted] have been trying to work with Rockstar to solve this, and they've been uncooperative with both myself and [redacted]. It was ROCKSTAR, not [redacted], who determined whether code was reactivated or not. Reading their previous responses makes it clear that they were in control of the situation.Additionally, Rockstar is lying when they say they contacted [redacted] on my behalf; I contacted [redacted] could do nothing until Rockstar reactivated the code on their end. Contacting the Revdex.com is the only reason Rockstar fixed this, and now they're lying to avoid taking responsibility for this mess, which was 100% their fault.Consumers BEWARE.

-[redacted].

Review: yes I purchased the xbxo one version of the game tried to teansfer my content bought and non bought to ny xbox one from xbox 360 and tockstar lost millions of dollars content from my character I contacted them they said nothing can be validated shoved it under the rug after spending money with them and has not responded to any inquiry .Desired Settlement: refund or credit of money I have spent etc and acknowledgement to contact me to resolve thos and have some customer service for there customers.

Business

Response:

Our Support team has investigated this customer’s account and its state before and after migration. Through this audit of the account history, we verified that account was properly transferred and there is no evidence of missing millions of GTA$. The customer was informed of this in the ticket (ref#[redacted]). This complaint should be closed and resolved in favor of the Company and this is our last comment on the matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Rockstar does not belive in customer service for any of there clients and regardless of there audit findings I am missing whole story mode from when I owned the 360 version and also money from 360 version. I belive this is unjust as a client and horrible treatment of any patron. I do not accept there resolution.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I had the game Grand theft Auto 5 and in game you can use real money to buy in game money and that money is linked to your account. I have lost access to that account as my gaming system burned up in a house fire. I have replaced the gaming system now but rockstar customer service is refusing to give me access to my account from the old system. Withholding almost $300 worth of in game money and an account that I have hundreds of hours invested in to. They keep telling me they can't do anything about it. They choose who they help case by case. But in this case by them not allowing me to use my account they are stealing money from me.Desired Settlement: I want Rockstar to transfer my character to my system so I can use him. I know it's only a matter of them hitting a few keys on their computers to make it happen, and I'm sure they took more time telling me through emails that they couldn't help me than it would have taken to fix the problem.

Business

Response:

The customer previously had a PS4 console and account, and replaced their lost console with an Xbox One. It is not possible to transfer the customer’s online character profile from PS4 to Xbox One. Regarding the items they purchased for the PS4 account, the terms for purchasing in-game items clearly state they cannot be transferred. This complaint should be resolved in favor of the Company and this matter should be closed. This is our last comment.

Review: In October, I paid Rockstar a 20$ fee for a disc replacement program to replace a faulty game disc. Rockstar advertises a 4-6 week waiting period for the replacement game. It has been 8 weeks now, and Rockstar refuses to send me my new game, or refund my money, and refuses to even speak to me when I call their main office.Desired Settlement: I want the replacement disc OR my money refunded.

Business

Response:

We have now resolved this shipment issue through our Support system. This complaint should be resolved in favor of the Company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I spoke three times with their technical support and my problem was just being swept under the rug

they keep asking for more details and demand me to perform troubleshooting steps i've already done

at last they wouldn't provide management contact information and assured that I will receive a call call back

few days later I got the email that my case was closed!

their customer support is non existent and their staff is uselessDesired Settlement: an apology and refound

Business

Response:

It is unclear why this customer is having connection issues but our customer support team is continuing to work with the customer. There are many reasons that a customer might have connection problems including their ISP, their router, a failing xbox, etc. We are communicating with this customer via our Support team and this complaint should be resolved in favor of the company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

firs of all i'd like to thank Revdex.com for stepping in, without your help they would just dismiss my issue

on the case: they are working with me but so far there was no solution found. the letter from company was not accurate

we determined that the problem is somehow related to the gametag, so it has nothing to do with xbox, ISP or my router

i've provided my login credentials to support team and they were able to download a copy of my profile to debug.

they know what the problem is but were not able to fix it yet

thank you!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are still working with this customer to determine the root of the problem they are experiencing with accessing the multiplayer element of GTAV. The customer has full access to GTAV’s single player game and we are working to identify and solve the issue the customer is having accessing multiplayer . This is a technical support issue and the complaint should be closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the issue has been "resolved" but never the less... The fact that I could play in single user mode and there for should close the case is ridiculous! Why would anyone purchase a multi-player online game for $70 and play offline by themselves? Luckily the issue all of a sudden is resolved and online mode is working for the time being. I wish Rockstar games would spend as much effort and persistence fixing the problem as they are trying to close this case! Please bare in mind that it took nearly two months to "resolve" and the fact that I had to seek help from Revdex.com in order to get Rockstar games to do their job!

Thank you Revdex.com!

Sincerely,

Review: I have Been trying to get a resolution to the issue I have for more than 2 weeks now.I have asked to speak to supervisors but all the representatives do is end the call.My in Game Currency was some how corrpted due to an employee error I followed all the steps on y half but they fail to honor theirsDesired Settlement: I would like my in game currency to be corrected.

Business

Response:

This customer contacted our Technical Support team about a problem with lost game progress. Since the time of this complaint, our Support team has been working with the customer and it appears that the issue has been resolved. We also sent him a courtesy follow-up email yesterday (Ticket ref#[redacted]) to check in and make sure everything was solved. If the customer has further issues or questions, our Support team is standing by to continue helping. This complaint should be closed and resolved in favor of the Company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

the situation has not been resolved my in game content is still not accurate

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our Support team was able to help resolve this customer’s claim of missing game progress, but he still claims that $18M in in-game virtual currency is missing. We audited the account history and were unable to verify this additional claim, and the customer was informed of this in the ticket (ref#[redacted]). This complaint should be resolved in favor of the Company and this is the final comment on the matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I can't seem to understand how they are unable to verify this when I indeed when through the process with the representative over the phone,They also said that they see the error but yet the escalation department is unable to.They are just trying to avoid returning hard earn in game currency that I Already achieved. My Problem is still not resolved. Enclosed in this complaint I have attached photos showing evidence of my missing currency and they refuse to correct it. 1 phonto shows the total amount of money I earned the other shows what was spent.where is the missing Money???

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,