Rockstar Games Inc.

Review: When I logged on to play GTA V online my character was gone, missing, deleted! I quickly submitted a ticket for help since I did NOT delete my character! What they did was return my RP or in game points gained as you level up. Mind you I have had this game since launch in October 2013 and have gained a fair amount of RP as well as in game items/unlocks with some of them being rare opportunity DLC only available at certain times of release. So they gave me my RP back and that is it.. I have my level 290 character with nothing else I already have previously purchased, redeemed, or won in game. So other than my rank being 290 they gave me back nothing! Even though the character loss was due to no fault of my own.. Lost cars, guns, clothes, money, stats, ability to request jobs from contacts.

I repeatedly had to submit request tickets for further help which I never received. I even called about 20 different times to speak with a [redacted] or someone who could help me. I got hung up on and or denied the opportunity to speak to a [redacted]! So I went about fixing it myself and did a little money glitchin only to recover what was being denied to me and I lost. This resulted in me being placed in a cheaters pool for 2 weeks without the ability to play with any friends. All in all it completely ruined my gaming experience. I can't even trust a game developer to keep my information or game saves stored safely anymore. Not mention credit card information.. Please fix this unfinished, unsecured, unreliable pos game rockstar.. Not for my sake as I have no desire to play anymore but for yours you losers!Desired Settlement: I would say that I want my game back however that I don't see happening as rockstar most likely just wants to ban me all together! With that being said I want the $50 in shark cards I spent and the original price of the game back... All in all I want $110 and anything less than that just will not do!

Business

Response:

This customer originally reported loss of an online character file and our support team assisted him with that issue. While that issue was being resolved, the customer was determined to have cheated and his account was modified to address the cheating. Correction of cheating by customers is not in the purview of the Revdex.com and the matter was handled appropriately by our Support Team. This case 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]

You did not help with my character loss other than giving me my rp back. You refused to replace purchased shark card money and refused to replace any vehicles, guns, clothes and other various missing items I had. There is millions of GTA$ that was denied to me to recover lost items. This character loss did NOT occur due to any fault of my own. Since filing this complaint rockkstar has banned me from the community forums with no explanation as to why. I can not open any new support tickets or post on the forums preventing me from restoring my account! The support tickets I do have submitted stay open and go unanswered! I cheated due to your lack of support help and give a damn. This complaint should not be closed in favor of rockstar as I have been lied to and hung up on repeatedly and still have not received proper support. THE ONLY WAY I WILL BE SATISFIED IS IF I GET MY COMPLETE REFUND! I no longer want my account restored, I want my real life money back! Not GTA$. I will send you your game back undamaged! I want my $110 back! You have ruined my gaming experience! Period!

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

Sincerely,

Business

Response:

The player’s Shark Card purchases were spent months before his character loss in July 2014. The player cheated extensively both before and after the company restored the player’s account in early July 2014. The player’s cheating was detected during July and the player’s account was disciplined accordingly. This is a matter of account correction for someone extensively cheating in our game and is not the type of customer complaint the Revdex.com is intended to review. This matter should be resolved in favor of our company and closed. This is our final response on this 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:

[Your Answer Here]

You are out of your mind.. Fix your hacked, modded, insecure, unfinished game! Would someone from the Revdex.com please look at the recent community forum posts on rockstars website. All you will see is hacker this, modded that, glitcher this. But no actual support topics go answered. More often then not its just those specific posts that receive answers from rockstar. Obviously rockstar is freaking out trying to control it all. Even acting as the government in their games lol!

Bottom line is I want my money back! $110 in total. And ill send back your game undamaged. If not ill shoot it with a shotgun into bits and pieces, Still mail it back to you and still want my money back plus the price of the shotgun shells as ammo isnt cheap.. This game is absolutely useless to me.. I won't even let my dog chew on it lol and definitely won't play it anymore.. Canceled my ps4 pre-order and won't spend another dollar in my life on your games.

To say the least I will not give up until I either A. Get my money back or B. Destroy my copy of your game.. Or whichever one comes first I should say. I've been respectively trying to handle this issue but constantly get no help or told to screw off.. Fix your game, your support system, and your idea of being gods losers. You can't control everyone and or everything!

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

Sincerely,

Review: I purchased three games from rockstar called red dead redemption, a western themed game. one for me, and one each for my two sons. I also added the add-ons that were available for more game play. at first we could get online and play without any problems. around November the gameplay changed dramatically for the worse. it used to take an average of three minutes to get on multi-player and now it takes up to twenty minutes or longer and when you manage to get online you have no horse or weapons. people are invisible. now I have gotten on their support page at rockstar game forums and see that many other people are experiencing the same issues. I'm a senior citizen on a peanut butter jelly budget. they sold the game stating what a great online experience it is when in fact it isn't. love this game please help.Desired Settlement: me and my sons enjoy the game very much and would like to keep playing it. please fix it.

Business

Response:

Red Dead Redemption has both single player and multiplayer game play. The customer is complaining that he has entered multiplayer sessions with individuals who hacked their sessions. Both our company and the console maker provide methods to report such players and the customer can avoid such players by exiting those sessions or playing with friends. This is a customer service matter that can and should be handled via our customer service system, not the Revdex.com. This complaint should be closed and resolved in favor of the company.

Review: On September [redacted] I pre-ordered Grand Theft Auto 5 Special Edition from Rockstars website. While filling out the shipping address I somehow forgot to put in my street name. I didn't find this out till Sept. [redacted] when the game was suppose to arrive at my apartment. I contacted Rockstar to try and get this issue resolved. They told me they couldn't change the delivery address nor could they reroute the package. Rockstar informed me they received the package at the warehouse and asked if I would like them to refund me my money or reship the package. I asked them to resend it to the correct address which I provided. Rockstar asked me that 11 days ago as of me writing this and they haven't responded since. I've replied to the ticket 5 times since the last time they did and nothing. I've contacted Rockstar Tech support and they say the best thing they can do is leave a note on it to have it resolved as quick as possible. I just want the game I paid for.Desired Settlement: My desired outcome is to get my package delivered to me with free overnight shipping.

Business

Response:

This customer ordered a game from our website and contacted us to change the mailing address, after the order had already been shipped. We contacted UPS on his behalf to try to change the address, but they were not able to make the changes in time. The order could not be delivered to the address the customer provided so it was returned to our warehouse and a refund was automatically processed. The customer is upset because he didn’t want a refund, but all he has to do is re-order the game using the desired address and the game will ship immediately. 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]

1. I wasn't aware I had the address wrong until the day I was suppose to receive the order. I had to find this out myself by tracking the order.

2. I contacted UPS first asking them what to do and they said to contact Rockstar and they would be able to change it.

3. The refund was automatically processed without me knowing on 10/**/13. I wasn't told about this until 10/**/13.

4. "all he has to do is re-order the game using the desired address and the game will ship immediately" This is a lie. I cannot re-order the game because its not available on their website. How can an order be immediately shipped if they don't even have any?

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

Sincerely,

Business

Response:

In our original reply to the complaint we did not realize the customer had attempted to buy a Special Edition which is no longer in stock. We reached out to him personally through Support and have resolved the issue. This complaint should be resolved in favor of the company.

Review: I recently purchased the new videogame "Grand Theft Auto 5" for PC. My account was hacked and stolen from me, as were over 2,200 other user accounts, which can easily be read about if looked up online. My account was sold online to someone in Russia, who then changed my email and password associated to the account, along with changing my username and is probably destroying my in-game progress. Rockstar does not use two-factor authentication for any account changes, so when the hacker got my email and password, they were able to change the associated email without the website sending a verification email to me like most modern services. Instead, I simply received a confirmation email notifying me that the email was changed, and that I had effectively lost my account without any ability to deny the changes. [redacted], and plenty of other services send users time-sensitive URLs by email to verify these kinds of changes in order to verify the legitimacy of an email and password change, but Rockstar does not.

I have called their support over 10 times and have been hung up on the majority of my calls. Every single representative reads the exact same paragraph about how they can't do anything and that someone else will help. Other victims of this recent hacking online are saying they've been waiting to get their accounts back for over 5 days with no response. Rockstar refuses to give me my account back, which means I can no longer play the game I paid money for.Desired Settlement: I would like my account back and restored to the way it was before it was stolen from me.

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: Company advertised many things as release content for their new game "Grand Theft Auto:5" (which includes "Grand Theft Auto: Online", showing screenshots directly from the game. Upon release much of the beauty was toned down, many trees were removed and the overall graphics were reduced, certain things which were promised to be available upon release were quickly pulled down - such as the in game stock market "BAWSAQ" which has been down for months. They have just released downloadable content, so in essence they are releasing new content when much of the game is still broken. They have allowed certain in game vehicles that should not be available to be able to be modded into the game online, some of them causing problems to the extent if you end up being around the corner from a "tow truck" your console will freeze and even damage the hardware, possibly destroying it totally.

They are fully aware of these issues, of others like being able to glitch in game currency.. they have made very little effort to fix these problems and no effort to compensate those who are effected or punish those who are causing damage to others consoles. At current it has been months of this tow truck breaking peoples consoles, any other game company would have installed a hotfix to prevent people losing their consoles. There were rampant data loss issues at the start, people losing weeks of time.. a 500,000$ compensation was promised in a certain timeframe, it was a month before said compensation was actually given out... Other content which was promised upon release but has not been implemented even after further content was created "Beach bum DLC" such as "Heists" a key factor in players being able to make money.. and a content creator so players could make their own jobs.

Given the massive amount of failures during this launch of "Grand Theft Auto: 5" and "Grand Theft Auto: Online".. the lack of compensation or punishment, the lack of a fix for know issues which could destroy your hardware, the neglect of these issues and focus on new content which many people considered a let down.. I believe this complaint is warranted.

The Primary nature of the complaint is just advertising things which do not exist or have been pulled out, should have been there but arent/wont ever be.. but also the companies blatant disregard for its customers personal property, allowing the destruction of Playstation 3 and Xbox consoles is a serious problem...Desired Settlement: Downgrading of the businesses rating and a letter informing the company of their falling out with customers.

Business

Response:

Review: On April **, 2015 I purchased a video game "Grand Theft Auto 5" from the website [redacted] for $49.53 and was provided with a working redeemable CD Key to be entered onto the Rockstar Gaming's "Social Club" website. Following instruction I entered the CD Key and was prompted to download the games installer. After following the instruction on the installer I was prompted once again to enter the CD Key again, to verify my account. Using the same log in information I used on the Social Club website to give me access to the game I entered the key and was told the key had already been used.

I troubleshooted within the companies Knowledge Base as well as various other websites with individuals in the same situation. I decided to open a ticket to discuss with a support representative what my options to proceed are. My ticket number is #[redacted] I can also provide image captures of the ticket itself with the two responses from representatives and the 6 posts from myself.

After a written response, which contained a link to a support page that no longer existed, and an explanation to a problem that did not pertain to me I decided to call Rockstar Support. I provided my ticket and the explained the issue I was having to the first representative who escalated my ticket to "The proper department." I waited nearly 10 hours until updating my ticket again. After no response for 14 more hours I called in again.

This rep. said there is nothing he can do and pinged my tickets priority as "high"

I waited for a response for 7-8 hours without reply and decided to reach out to Rockstars on-call support once more.

I spoke with this rep. for some time who explained to me that there is no way for him to address my issue. I asked for a supervisor and he refused, saying there is no one available right now. I offered to hold until someone was, he refused. I asked to be transferred to the department who is addressing my ticket and he refused saying he could not just transfer to them via phone. I asked to have my tickets status updated to urgent, and he refused stating it is not an urgent matter.

I simply asked to have my ticket pinged to show an activity was present, and stated I would call back asking for a supervisor.

I have not heard from any representatives since then, and have also seen posts from other individuals who have gone without a reply for 10 to nearly 11 days.

*Update* I have just spoken with a supervisor in the support group who went over my information after I called into the office again. We troubleshooted some of the details of my ticket and attempted to correct the solution. We were met with the same outcome and was told there is nothing more he could do. I continued to ask for an actionable response and after a few more moments of this he pointed out that I had purchased the game from a third part website - [redacted] - He stated because I had purchased the key through this website there is nothing that can be done to omit me access to the game. I would have to ask for a refund through this website and purchase the game through an credited Rockstar approved website.

I spoke frankly and told him that I have waited 2 days, people are waiting 5-10 days in the same situation and I am now being given an excuse that will put the fault onto another party. I asked why the key worked correctly without any issue on their website, but not their launcher for the game (Which are connected) He stated it could be a bug, but he is unsure. I stated this is a posibility of a fault in their system and I would like an actionable response considering it is a problem with their security or with their linked systems. He continued to respond with blame of the third party. I asked to speak to his supervisor and he stated he was already being given instruction by his supervisor via email on how to address this issue.

I ended the call by letting them know I feel as though myself and the many others who are going through the same ordeal have been mistreated by Rockstar Games and I would be filing a complaint with the Revdex.com on their behalf as well. He apologized and we ended the call.Desired Settlement: My request is that this issue is made an urgent priority and is addressed within the next patch of the website or the launcher itself. There is a security error and if gone untended will only grow in error, as the representative stated in my last call. If the fault lie within the Rockstar Games or Social Club systems, I request a full delivery of offered product - Access to the game itself. I also request an open and public apology in a communal spotlight that should be addressed to the Rockstar Games consumers with similar circumstances.

Business

Response:

This customer’s complaint has been addressed by our Support team and the complaint should be closed and resolved in favor of the Company. This is our last comment on this complaint.

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: This company has game titled "Grand Theft Auto V" This game also includes a Online Mode. In which people from across the globe can play. Now with Online games there are Hackers and Modders. They also have a banning feature. I was banned 3 times (which is the max) due to these people. The Company's Support team, have not helped and do not listen to Consumers. If you try to get on the topic if unbanning, and the proof they have of "me modding" they will send a automated message, and close the ticket, but they've banned me from even playing my Game! It's quite sickening how they work.Desired Settlement: I want Unbanned from my game, and want access back to the Online Mode, with all my Current Stats, Money, and other items. I paid 60 dollars for this game, and I want to continue playing, even if one of their Developers have to watch me play 24/7

Business

Response:

We reviewed the customer’s

account data and have confirmed that the customer was appropriately banned from GTA Online

for repeatedly violating the game terms and license by cheating in the online

mode. The player was repeatedly warned that the ban would result if these

actions are repeated. The user can still play the single player portion

of the game, but not the online mode. This complaint should be resolved

in favor of the Company and this is our final comment on the case.

Consumer

Response:

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

I was GIVEN this money by Modders/Hackers, and they refuse to accept they're wrong. If any modding was done it was in [redacted].

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

Sincerely,

Review: I have tried to reach them on a replacement disk for the game because the disk was defective and they havent respond and its been over 10 days!Desired Settlement: a brand new copy of gta5!

Business

Response:

We have a large volume of support requests but we are in contact with the customer and providing troubleshooting advice. This complaint is resolved as we are currently providing the requested support. We believe 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 support is not understanding what I was saying and I waited over 10 business days I waited almost 20 and my case is still not fixed because I need a replacement because I got a faulty disk!

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

Sincerely,

Business

Response:

This customer contacted us because his game disc would not complete the initial installation, which is normally caused by either a disc or console hardware problem. Our Support team sent him specific steps to help determine whether the disc or console was the issue. The customer did not reply but instead filed this complaint. We are happy to help him determine the reason for his technical issue and replace the disk if it is fact defective. We have reached out again to the customer to ask him again to take certain steps to diagnose the issue. The case should be closed and resolved in favor of the Company because it is a support issue and is being properly handled.

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: GTA V game input for shooting doesn't work issue hasn't been patched and continues to make standard controls useless.

product purchased on 11/**/2014 game purchased for $59.99 on [redacted] and downloaded on [redacted] store game was downloaded twice to fix problem, but still doesn't work and patch hasn't been released.Desired Settlement: I want this game to be fixed and Rockstar game service has hanged up on me after calling me about this problem giving me only same solutions that didn't work.

Business

Response:

The customer contacted our Technical Support team about a problem with a certain button not working on his console controller. He was provided with basictroubleshooting steps but did not respond. The support ticket was closed after several weeks and several follow-up attempts with no reply. There couldbe a problem with his [redacted] hardware but there is no problem with our product. The complaint was handled appropriately by our Support team and this should be resolved in favor of the Company.

Review: Rockstar games has made an Emblem that I made on Rockstar Website for Grand Theft Auto 5 (Game is Rated Mature) blocked and said it was explicit when all it is just a pony named [redacted]. It's a emblem that has her look like she's went through the wall with a clumsy face. I have contacted Rockstar many times and they've said someone didn't like it so they blocked out as Exploit /explicit when they allow people who have Forced rape emblems, Nudity and offensive logos, etc. Yet they won't allow a clumsy. They keepclosing my case and completely ignoring me. They said only one person reported it and I assume its someone who doesn't like the show my little pony.Desired Settlement: Undo Exploit on [redacted]. ([redacted]) and let me use Emblem for Grand Theft Auto 5

Business

Response:

This customer incorrectly stated that Rockstar Games disabled an emblem that he created on our Social Club site. The customer was actually having trouble saving the emblem he created and we have assisted him via our support website. This case should be resolved in favor of the company.

Review: The product I have a problem with is grand theft auto 5 online. In game you earn money which rockstar also sells at 5$ American for 250,000$ in game. I played the game for 5 days in game time, racked up a good amount of in game money, and purchased some items. Due to Rockstar game's servers the items were lost. In game the items amount to 2 nillion dollars in game, or using rockstar games' system of currency 40$. I have contacted rockstar games about this on several differant avenues and they say they WILL NOT ADRESS these issues on a personal level. Meaning they don;t feel they need to re-compensate me for loss of items due to their faulty equipment and programming.Desired Settlement: I want my money that they lost me, with an apology for them treating customers like this.

Business

Response:

The user accessed a free bonus mode to play online. While it is unfortunate that he had a technical problem with his character and lost virtual currency he had earned, there is no property interest in virtual items. That said, Rockstar has announced a bonus for all players who accessed the free online bonus mode during October [redacted] This issue should be closed and resolved in the Company’s favor.

Business

Response:

The company has nothing to add to its original response. This issue should be closed and resolved in the Company’s favor.