Rockstar Games Inc.

Better Business...

Bureau:
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 product sold still to this date does not function as advertised. I have asked now twice for a refund as im not longer interested in further wasting my time testing their product for them. I have followed all connection guides on their technical site and the product does not work. They attempted rolling back my account on their end to attempt to solve the issue and that did not work either. I again asked for a refund as their product does not work as advertised but seem to be getting nowhere. I am not the only person who continues to experience this problem as their forums are full of others having the same or similar issues.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This customer contacted our Technical Support to complain about the loss of a game character. After investigating his account history, we let him know that we were unable to verify the claim of missing PS3 data on that PSN ID.  This case is being appropriately handled by our Support staff, who...

is willing to continue helping if the customer provides any further evidence of past progress.  The complaint should be resolved in favor of the Company.

Revdex.com:
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]responding to a 2 week old claim with a copy/paste message that did not help me whatsoever is not an appropriate response. I will not consider this closed unless I get a full refund of said game. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: The company makes the video Game Red Dead Redemption. The game's multiplayer servers for x-box live and play-station have not been working due to a hackers/modder messing with their servers. RockStar is aware of this and knows who is doing it but has done nothing to stop this person and others he has taught to destroy the servers for the multiplayer to work on x-box live and playstation. They are still selling this game knowing that its multiplayer is broke but are not informing consumers. People who have bought this product are being cheated due to they are not getting everything they are paying for. They also have add on that you buy and pay for on-line that people are buying which are no good due to these add-on's are for the multiplayer games. RockStar needs to stop these hackers/modders and fix their games so that people who paid for them can actually play them. People pay good money for these games and should not have to put up with companies like this who don't care about their customers. Like I said, the are aware of the individuals who are doing this but they do nothing to fix it.Desired Settlement: I would like them to fix this problem and stop the individuals from doing anymore damage to the servers. The individuals doing this are the equivalent to an on line bully. These games were meant to be played by all and not intended to be controlled by a few.

Business

Response:

We are sorry to hear that this customer may have run into cheaters when playing Red Dead Redemption online, who were modifying the game in violation of the EULA. The player should avoid them by going to a different game session or by playing in private sessions with friends. We have verified that Multiplayer is not broken, and 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]I tried playing the multiplayer just last night and yes it is still broke. This is not a case about avoiding players or switching sessions. All the x-box live sessions are unplayable. This company knows this and continues to deceive everyone. The game is on sale right now on x-box live even though it is not working as it should. There are videos on [redacted] for [redacted] and you can look at [redacted] page to see who is doing this to the games.

T

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

Sincerely,

Business

Response:

The customer’s statement is not true and the Multiplayer on Xbox 360 is not broken. We verified in local testing on 7/**/15 that Red Dead Redemption multiplayer is up and players are currently online. If the customer experienced problems while playing in certain sessions or while playing with certain individuals, we recommend avoiding those sessions or players. The 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:

This company seems to be taking this as a joke. They are very aware of the problems with their game. Yes the multiplayer is assessable but all sessions are infected. The multiplayer sessions are not up and running without problems. All sessions are lagging, unable to see most or none of the other players. The sessions are full of problems! I got on the game prior to responding and no it is not working as it is suppose too.

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

Sincerely,

Review: Recently I purchased in game money in GTA V and that the beginning of December there was a group of hackers that gave away billions of dollars in the game. I was one of those affected individuals. In the past week Rockstar Games Reset their network and put everyone back to 50K no matter if they spent 200 to 5 dollars. I am representing myself and other gamers that spent a lot of money in the game and want it back either in the original payment method or in game currency. I contacted Xbox Customer Support an they cannot refund me my money and just tell me to contact rockstar. well they pulled their public phone system and their email tickets are just and automated response saying that it was not removed and to refer to the FAQ. I cannot just let them get away with my money and hundreds of thousands money because they want to be greedy. do a Bing search and you will find all the community complaints. I respectfully do wish someone can get me contact information for someone at rockstar such as a phone number that is not public.Desired Settlement: I want my money back from my 2 in game purchases and I want others money back that they rightfully stole as they said on their website that they will at their discretion. Below is my purchases. I would also like compensation for the troubles of having to get my money back. I am a clean player and do not cheat. My account is stickerman14.Product Bull Shark Cash Card Purchase 11/**/2013 $10.67 USD Product Tiger Shark Cash Card Purchase 12/**/2013 $5.33 USD

Business

Response:

In January 2014 the company adjusted GTA Online player bank balances to remove counterfeit virtual currency created by players who “hacked” their save game data in violation of the game license and terms of service ([redacted]. This customer’s virtual currency account balance was correctly modified to remove counterfeit currency (not purchased virtual currency) as he was informed in support ticket #[redacted]. Correction of game economy and discipline of users that cheat in multiplayer is not the purview of the Revdex.com and the issue has been appropriately handled by our Customer Support team. 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:

Rockstar Games during the month that the online currency was corrupt, Some Users were not informed the correct amount of money in their account. It is your responsibility as a company to display the users correct amount of money in their account otherwise all the money is not to be accounted for. Its like a real bank. If I have $100 in an account and the next day I get over 3 million dollars(real life) The users natural response is to spend that money. That is in no way their fault and a glitch in the banks system. they just cant be like well since you spent $xxxxx were going to adjust your original account to $50. This is not just about me it is for others too. This is FRAUD on your behalf. Users should not be punished in any way for a glitch of hackers off the internet. I want my full refund to my account of the $16 and money for my time trying to get ahold of Rockstar. This is the Revdex.com's Interest and I will do everything to get my rightful money back.

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

Sincerely,

Business

Response:

In January 2014 the company adjusted GTA Online player bank balances to remove counterfeit virtual currency created by players who “hacked” their save game data in violation of the game license and terms of service [redacted]). We reviewed this customer's account and this customer’s virtual currency account balance was correctly modified to remove counterfeit currency (not purchased virtual currency) as he was informed via our support service. Correction of game economy and discipline of users that cheat in multiplayer is not the purview of the Revdex.com and the issue has been appropriately handled by our Customer Support team. 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 find that this resolution is satisfactory to me and the matter has been resolved.

It really has not but screw your crap game, just trying to make more money [redacted]

Review: I like a lot of people was looking forward to the release of Grand Theft Auto 5 from Rockstar Games. It was going to be the first huge multiplayer online gta game. It has fallen very short of what was claimed. There are tuns of connection issues just to get online. In many cases people have tried for hours to get on only to see a message saying " WE ARE SORRY THE ROCKSTAR CLOUD SERVERS ARE DOWN PLEASE TRY LATER" Or if you get on you get another message saying that the game is not saving due to rockstar cloud servers being down. Rockstar games claims there is no issues. However thousands of people a day are on their support site with these issues asking for help and no real help if offerd. They say to change your ip add and router info none of that works. Now that they are over a billion dollars in sales they are banning players from the game for getting in game money giving to them by a random person

Business

Response:

This customer contacted us about a network error message. Because this error is not happening for other players and we cannot reproduce it ourselves, the conclusion is that there is a problem with the player’s Internet connection rather than the game. We provided troubleshooting steps to help pinpoint exactly where the error is happening, and resolve it. If that does not work we recommend that the customer contact his Internet Provider for further assistance. This complaint should be resolved in favor of the company.

Review: My console was banned from accessing GTA5 online because another player posted video on [redacted] that was unsubstantiated. The video caption mentioned my online name and my girlfriends online name but when looking at the video, although our characters are in it, we are not the ones doing the hacking/cheating as they claim. I have called twice and they said they would have someone else review the videos and get back to me the next day. It has been 7 days and despite multiple calls and posts on the rockstar web site support page I have received no response.Desired Settlement: Remove the ban on my console for GTAV Online access and do not take any gtaV money from my online characters bank account. My girlfriend had all of her money removed when her ban was lifted.

Business

Response:

This customer filed multiple Revdex.com complaints regarding the same matter, which has already been resolved through our support system. 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:

[Your Answer Here]

This complaint is not a duplicate. It is for Rockstar social club name [redacted]. Gamer tag [redacted]

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

Sincerely,

Business

Response:

Since the time of the last customer response, we reached out to this customer through our Support system to confirm that the issue is now resolved. 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 purchased Max Payne 3 and LA Noire to use on my computer through Steam both of these titles I had enjoyed previously on the xbox 360 but wished to experience the enhanced performance the games would have on PC. Max Payne 3 worked for a while but suddenly the Rockstar social club insisted I wasn't signed in. I tried every conceivable solution to get it working again, spent hours researching solutions and all failed. Now I am able to sign in but the game still claims I am not signed in, even though I can alter my settings on the profile it insists I am not signed into. The details of the technical matter are however, unimportant. I paid for a service (the bible's worth of text in the licence agreement makes it clear that the use of the software is a service rather than a purchasable product) and it is not being provided. The irony of the situation is that those who do pirate the games (both of which are primarily single player experiences) are utterly without the hassle Rockstar social club has caused me and many other consumers. Rockstar games took my money but never provided the service. I have opened two tickets on the matter with their technical support, one of which treated me to the form solution page (which I'd already viewed and used countless times) before being shut down with a solved despite the problem being unresolved, the other remains unanswered. I will forthwith advise anyone against the purchase of a Rockstar product until they stop treating their paying customers like thieves, they can do this by disabling the DRM that are keeping so many from accessing the service they paid for. The irony is that the games themselves are installed and indeed, Max Payne 3 worked briefly but I am unable to use them because in Rockstar's view I have somehow failed to justify that I have purchased them.Desired Settlement: Rockstar get rid of the DRM. Enough is enough, your policies aren't curtailing piracy, they're causing it. If a paying customer can't access the game he or she paid for what is the point of even buying it? Failing that admittedly tall order I would like assistance in accessing the service I paid for, and not by a form notice that I have already used.

Business

Response:

Our Support team resolved this customer’s issue since the time of this Revdex.com complaint. It should be resolved in favor of the Company.

Review: As a member of the online gaming community, you'll be hard pressed to find a major launch title that doesn't have some sort of hiccup in the early days of becoming live. However, what I have experienced with Grand Theft Auto Online is much, much more than a "a few growing pains," as this company initially represented. The first full day the game was literally unplayable, meaning customers could not play the game at all. This issue was resolved within a day, but in it's wake, the glaring reality that everything within the game is broken to some extent. Issues such as players losing progress and in game earned money continue to plague the title to varying degrees (even though Rock star has released Cash Cards, where players pay real money in exchange for in game money.) I can't even fathom letting these cash cards go live without FIRST ensuring that a customer won't lose this money after buying it, but they went ahead in doing so anyhow. The in game mechanics from top to bottom were executed in a manner that is consistent with a title that was released well before completion. Having been 2 months since release, I feel that I have waited more than enough time for this developer to bring this game to a properly functioning, stable state. I have repeatedly contacted customer service through e-mail and have received nothing more than an impersonal, seemingly automated response that often times doesn't even touch on the issue I am contacting them about. I've wasted enough time in my life enjoying video games that I don't need to play games that can't even perform a simple function such as saving progress.Desired Settlement: I would like a full refund, as I would happily return my copy of the game to them, and gladly delete all of their content from my console.

Business

Response:

We have reviewed this player’s server records. His account has played GTAV for hundreds of hours, with the last play session today (Dec. [redacted]). 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]

I believe I bought my access to GTA Online and should be allowed to play it as much as I want. However, this doesn't address the negligence on your behalf to properly test a product before releasing it to paying customers (Cannot access the game without first purchasing GTA V.) I've created well over 10 support tickets and the content of the tickets amounts to numerous bug reports that paid beta testers should be finding, not your paying customers. Kicking sand in your customers face because of how much they have played and neglecting to address any of the claims of how broken the game is means that I will never purchase a product from any of your development teams again. I will be directing anyone with similar concerns to this ticket.

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

Sincerely,

Business

Response:

This player’s Revdex.com complaint states that he has made multiple support complaints and has not been provided with support. We have reviewed his account and this is not the case. He has submitted 16 tickets to our technical support system, many of which are general suggestions about how to make the game better in his opinion. We have acknowledged the feedback in those tickets, thanked him for the input, and also suggested that he submit game ideas to [redacted] which is the email set up for suggestions. In these tickets there were also a handful of statements that the user had noticed potential minor bugs with the game, however the customer was unable to provide details required for us to investigate these statements. Such details would be screenshots, videos, or a clear description of steps taken that can reproduce the bug. The most recent series of tickets from this customer are simply complaints regarding the classification of certain types of game modes as “missions,” the statistics from which are used by our servers to perform online matchmaking. This is design feedback appropriate for the [redacted] not technical support matters and certainly not Revdex.com issues. This complaint should be resolved in favor of Rockstar Games and the matter should be closed.

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. It is clear that Rockstar games will not publicly acknowledge the fact that every major aspect of the online portion of the game has been easily manipulated by hackers and they will continue to brush these issues under the rug and label them as "minor bugs." Joining public games and having players who cannot be killed and have hacked billions of dollars when this game is supposedly based on an "economy," as Rockstar advertised all along is game-breaking. Period. Being unwillingly gifted billions of dollars by these hackers when this game is entirely based on earning money to purchase various items defeats the entire purpose of playing and progressing at all. I have accepted their response because I do not wish to argue with a company that, for obvious legal reasons, will never admit to the true state of their product. Any sort of hands on investigation into the claims I have made would be easily confirmed, as these issues have been posted all over you tube, with ample video evidence, and are discussed in every public forum (almost exclusively at this point) associated with the game. My actions regarding the game, in no way shape or form, have anything to do with the claims made in this complaint. The items referred to in Rockstar's last response are IN ADDITION TO the complaint here.

Sincerely,

Review: I contacted Rockstar Games several times in the week of the [redacted] - [redacted] and got several different responses regarding Connectivity issues and I got several different responses out of ten agents that I called during that day because I was so confused due to the different responses I had received about 50% of the agents I spoke to stated that there was a connectivity issue with the game the other 50% I spoke to stated that there was an issue with my connectivity when I know this isn't the truth I spoke to one supervisor in the whole time I had called and unfortunately got disconnected from them 5 minutes in and after that every time I called I was not able to speak to a supervisor either due to the fact that there was no MOD on the floor or they where in a meeting even though I called 10 minutes earlier and there was a supervisor earlier one person stated they could not disclose the time that the supervisor was available but then I called back again got a hold of another agent and was able to get a time when a supervisor was available I was hung up by 2 agents once for asking for a supervisor and asking what was wrong with the connectivity issues and the other time I was legitimately hung up he said something along the lines of "I don't have time for this" and then hung up the phone I was extremely agitated at this, immediately called the place back demanded to speak to a supervisor and got nowhere! at this point I went on with my complaint and asked about connectivity issues and the person basically told me that it was my issue and to do the troubleshooting tips which I'd already done, I was fed up at this point they basically would not provide me with any explanation as to what was going on except "our servers are currently up" which I knew I was just asking if the servers where having trouble and the agent re directed me to the "server status page" which does not even tell me the status of Rock star games servers only Xbox Servers and the only details it listed were if it were up or down not, if the servers were experiencing Technical issues I have been told it was because xbox has a service alert active but that was not active for as long as the issues that have been going on with GTA V for xbox one and I have at least 20 people I've spoken too who can attest to the same issue, and it may seem like a small number however these people are all over the worlds So, it has to be more of an issue considering I think it's quite odd that only the 20 people I know have this issue.Desired Settlement: The thing I'd really like is the policy to be changed so that the agents all have the same information so people aren't being told 2 different things and don't have an idea what's going on, I'd also like to recieve a phone call from a SUPERVISOR or someone high up that can explain to me the technical issue that surrounds this because I cannot play the game that I purchased to play.

Business

Response:

This customer called our Technical Support 24 times about a problem with connection errors in the game. Our Support team provided troubleshooting stepsto help determine whether the issue was with the customer’s local Internet connection setup (which is the typical way to resolve these issues). The customer repeatedly refused troubleshooting and was abusive to our support representatives. At one point the customer ran an Internet test and the packet loss test failed, pointing to an issue with the customer’s Internet setup (not the game). This complaint should be resolved in favor of the Company and our Technical Support staff has handled these calls patiently and appropriately.

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:

Ridiculous I did call this technical support center several times and I was provided with trouble shooting steps and I did do them as did everyone else who had called this business and nothing was wrong on our end BUT I never sent them back to rockstar support, so therefore how could the company determine if I had packet loss when in fact I never sent the thing back and in regards to calling so many times, I was hung up on by at least 7 agents that I remember speaking to one of which stated "No connection errors on our end" and also in regards to that I called several times where Agent's stated that there was an issue with the rockstar games server and others stated there was not an issue, Something that Rockstar failed to mention quite conveniently is that after being hung up on by those agents I was asking to speak to a supervisor every agent I spoke to neglected to even try to connect me to a supervisor with the exception of maybe 2 and these two agent's Ironically stated that they where having server issues on the day(s) in question and it was never my local internet provider reason I know this is because friends around the world who have different ISP's are having the same issue and in also I'd like to mention that I was never abusive to there support staff I may have gotten mad after the hanging up incident but many times I was just trying to get to the bottom of what was going on I did disagree with what they had to say the majority of the time, because it was disproven, however I never swore at them and I never was dis mannered being angry at a neglectful gaming producer and abusive are two different things I was the first, In closing I'd just like to say That I believe this should be resolved in favor of the customer aswell as the many other people who are suffering from this issue.

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

Sincerely,

Business

Response:

This customer provided us with the results of his pingtest.net connection test which is how we were able to conclude the problem was local. We have continued to support this customer by providing network troubleshooting to diagnose and resolve a problem connecting to our game servers. This complaint should be resolved in favor of the Company and this is our final comment on the matter.

Review: They have blocked me from playing online games and keep telling me it's my conection but I have no problems with my conection but they still refuse to fix the problemDesired Settlement: Fix the problem and credit 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: I purchased a few 'Shark Cards' from Rockstar Games Via Steam. Turns out, they will not work for offline game play. After a month of debating with Rockstar and getting absolutely no where this seemed like my only option before a legal consultation was warranted. I NEVER took possession of what I purchased. You have to have an online account to take possession and I do not have an online account and even stated that I do not. They refused to refund me my money and stated that the complaint was going to be escalated. Instead, they closed the complaint and not a single word since.Desired Settlement: I want my money back.

Business

Response:

This customer purchased Shark Cards which are virtual

currency for the GTA Online multiplayer online game. The product is

clearly marked as a GTA Online DLC item on steam in both the title (“GTA

Online: Shark Cash Cards”) and the product imagery (which prominently includes

the GTA Online logo). The in-game currency was successfully delivered to

his GTA Online account and Rockstar Games has no ability to refund a purchase

made through Steam (a separate retailer). This matter should be closed

and resolved in favor of the company. This is our last 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:

I have attached screen shots of the conversations I had with several Rockstar representatives. As you can see, the game is marketed as having the online capability. No where on the shark cards does it say for online use only. Anyone would or could presume that it would work offline as well which is the only way I cared to play the game anyway. I never have and never will care to play the game online. Had I initially known from the get go that these would only work online I would have never purchased them. I've tried several means of communication with Rockstar and if you try and call them they hang the phone up before you can speak. Companies like this need light shed on these situations so that they cannot continually take peoples money. This obviously should be settled in the customers favor as the customer NEVER received what he paid for. Rockstar will tell you, I have to create an online account to receive my in game currency. I never created an account and they do not tell you initially that you need an online account.

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

Sincerely,

Business

Response:

The customer states that they purchased a Grand Theft Auto Online Shark Card but that ‘No where on the shark cards does it say for online use only.’ This is not accurate as all Shark Cards are identified as Grand Theft Auto Online in-game items, are marked with the Grand Theft Auto Online logo, and Grand Theft Auto Online is by its very nature online only. This is clear by reviewing the product page at [redacted] which also states “Purchase Shark Cash Cards to gain in-game GTA dollars to spend in GTA Online.” 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 my complaint has NOT been resolved because:

[Your Answer Here]

Rockstar will not answer the simple question here and are beating around the bush. DID THE CUSTOMER RECEIVE THE ITEM OR NOT???It is an elementary question that they cannot answer because guess what!? The customer does not have an online account! With that being said, how could he receive the item? Why will Rockstar not provide a refund for an item that a customer did not receive? Rockstar, IN NO WAY, state that the shark cards cannot be used in the offline mode of the game which is what the customer purchased them for. Now the customer would kindly like his money back simply based on principle and Rockstar's evasiveness. Obviously, this should be settled in the customer favor.

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

Sincerely,

Review: Rockstar games operates "GTAonline", a game with known cheating issues. The manner in which Rockstar bans cheaters is partially explained in the email and support reply received when appealing a ban. Their systems use statics detection to monitor if you are attaining impossible or improbable to obtain levels of experience or money in the game in a given amount of time. The nature of cheating in the game allows people that chose to cheat to effect other players in such a way that the innocent players statics are raised and flag Rockstar's automated ban system. This problem is well known and documented by many game media sources.

The nature of my complain is thus, a player that chose to cheat and harass other players by attempting toget them banned in a public lobby dropped money on many of us, thus raising out statics and flagging our accounts. I was banned, in appealing this ban I was told nothing could be done, that I needed wait it out and to not cheat again as my account may be permanently suspended. Multiple attempts to contact and appeal have been met with the same canned reply. Replies that have taken 20 days to come through.

By the nature of it's ban system this product is not fit for purpose. My $60 purchase can be made void through no action of my own. Rockstars response to this issue is to tell me to "not cheat again". When I have no control over the actions of those that choose to cheat. Rockstar customer service is aware of this and yet will do nothing to remove strikes against accounts, contain the rampant cheating or even reinstate accounts of consumers that have been permanently banned from both online and single player versions of the game they rightfully purchased for $60 USD.

This will be the first and hopefully last issue that I must lodge a formal complaint to the Revdex.com about. I should have trusted my gut and not purchased this title. In no other industry would removing your product because of actions outside of your control and not returning you money be acceptable but the video game market seem to think it is. I have no interest in supporting a company that has so little regard for it's costumers but I have little recourse outside a formal Revdex.com complain as refunds are virtually impossible to acquire for video games.Desired Settlement: Refund

Business

Response:

We reviewed the customer’s

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

for repeatedly 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.

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]

The company stated to me in their original email notifying me of the ban that their system uses statistics to determine if a player has gained impossible amounts of currency or experience in a given amount of time. In fact my statistics would show this, as the “cheating” did occur, via the actions of another player. Given the amount of canned email replies I have received that were chosen from a pool of potential responses that the CS agent felt might best match my case rather than an actual reply I believe that Rockstar CS is merely glancing at the statistics and not actually addressing this specifically. I have received three identical canned email replies in response to three different tickets placed with Rockstar about this issue, each ticket being opened after the last was closed with the same email and no new correspondence from the company on my issue with each of these emails stating, “The account in question is not currently banned.” No, it is not banned, it has been two months since the two week ban was up. That is not the issue as is clearly stated in the tickets and the complaint lodged here. It stands to reason that Rockstar CS glancing at the issue here and choosing to waste both their and my time by throwing out canned replies to a complex issue rather than reading the ticket and addressing it properly. Furthermore the emails state that an automated analysis system using a metric of statistics being raised beyond attainable levels is “proof” of cheating in an online environment where others are capable of raising these statistics without your consent is fallible at best. I must have assurances that my product will not be voided by the actions of other players in lobbies filled with people cheating. Yet I cannot even get the company to respond to what is a well known and documented problem as if it were not my fault. You have removed my ability to use a product I paid for for two weeks and plainly stated, here and to me in email, that I will have my $60 purchase voided if it happens again. There are several other complaints lodged here with the Revdex.com asking the same question, what assurances can you give me that it won’t happen again? None. You blanket ban anyone who’s statistics flag your system and do not distinguish between victim and cheater. There can be no consumer trust with a system like that. I will not return to this game, I will not purchase Rockstar products in the future and I would like my purchase refunded.

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

Sincerely,

Review: Rockstars game Grand theft auto 5 for the PC has been broken by the developer and they refuse to acknowledge it and have even stared to refuse support over the phone or internet.

Since it's release on April ** 2015 every single update to the game has been slowly destroying performance little by little up until title update 1.28 which has completely rendered the game 100% unplayable which is completely unacceptable for something that costs 80$ and needs a 600$+ machine to run.

The game doesn't not run stable on settings that at launch it ran very well on. The performance issues themselves are very low FPS (frames pre second), high amounts of random stuttering, random game crashes and sometimes the game won't even start for reasons unknown.

These problems that plague the games performance have rendered it 100% unplayable.

On top of the performance issues Rockstars has also implemented a system that banes people from the online portion of the game for modding the single player portion of the game which is well within our rights to do so.Desired Settlement: The desired outcome is for Rockstar to publicly admit that they broke the game and for them to fix the low FPS problem, the stuttering, random game crashes and the game not starting problem.

Also Rockstar needs to un ban all the people who where wrongfully banned from the game and to let people mod the single player portion without the fear of losing the ability to play the game online.

Business

Response:

The framerate problem reported by the customer was temporary and was resolved through an update shortly after it was discovered: [redacted]. The customer claim about banning customers for modding offline is incorrect. As stated publicly in [redacted], no one has been banned for using single player modifications. 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:

The patch released by Rockstar game has again broken the game, whenever a gun fight in game is stared in the games performance is completely destroyed and the game is still 100% unplayable. Rockstar has not fixed this game, not by a long shot. These shoddy patches are why people like me are upset, they fix a small problem and add a whole other whopping problem that completely destroys the game. The problem still stands that I am still not able to play and that is unacceptable.

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:

I don't know how Rockstar can make an comment on the playability of my game but I can assure them that their patch did nothing to solve the playability problem I am having as it only caused new problems that still render the game unplayable. As I write this message my version of GTA V is still not playable at all. Every update they send out is poorly made because it adds new problems for users like me so even if they fix the intended problem the game will still not be playable. In the 106 days that the game has been out they have still not delivered to me a playable product and it is getting pathetic at this point. Stuttering, low FPS and crashes still plague the game and until they are fixed this game is unplayable.

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

Sincerely,

Business

Response:

The first fix for the performance issue was on 7/**. We posted an update on 7/** since some players are experiencing minor graphics issues when there is a lot happening on the screen, and will be providing an update on the resolution as soon as possible. The game is not unplayable since the problem consists of momentary and occasional graphics performance issues only, on certain hardware setups. This is our fine response, This complaint should be resolved in favor of the Company.

Review: I have contacted them about an issue involving in game money, there cusstomer service told me it would only take a day or two and its been way longer then that, if you dial, ###-###-####, a machine will come on telling you customer support is open 18 hrs a day from 9am-3am est, which is a lie, I dont know what time they truely open, I lost in game 10 million dollars because of there cloud servers, was told it would be resolved I had to call back numerous times to get them to even move the problem up the chain of command, there customer service lied and also didnt keep promises made. I have left phone numbers and contact info to try to resolve this issue and am getting no where, I even sent email to them and owners of T2 it is as follows:

To Whom it may Concern:

I have been supporting Rockstar franchise since day one, I have had zero issues until GTA5 came out, I have 4 xboxs in the house, Im 37 father of 5, I own my own Company, and take pride in values,customer Service, and my core values.

All of the xboxs in my house have GTA5, Some of the issues I have been having were to be expected, When you announced you were gonna be doing some really cool stuff with GTA 5 and asked us for patience because it would be a trial and error process, I get that, like with all new great things comes some glitches, and issues, now that you know a little about me and where im coming from ill give you the dirt.

I have had to submit 5 tickets, 4 of them I never got a response back unless I called the 866 number, which tells the customers your phone lines are open from 6am-3am EST, which is a lie, I live in WA state and your hours are more like 9est-12am, Every ticket I have close myself except for the current one I have open #[redacted].

I spoke with a gal about this ticket this am, after submitting my ticket and getting no response I decided to call, 11 hrs later, the gal I spoke with said they needed more info, so I provided that, after 4 hours of nothing I called again, and the gal put me on hold for about 20 minutes, came back and told me I needed to send more info them she would send in up the line to tier2 once she receives my response, I promptly got on it knowing I wanted this issue resolved, and waited about 20 minutes and called back it was 930pm pacific time and got the message the call center was closed and nothing has been done to my ticket since my response, I bet if you look at it by the time your reading this it will still be in idle, everytime I have had to call to get results, I have been promised this would be fixed and yet still my character looks like an it with tattoo cornrows and im still out 10 million. The cornrows I understand will be fixed with next update but me being out money because of server issues isnt fair to the consumer, and telling me one thing and doing the opposite isnt good business, I have been very patient with rockstar with numerous phone calls, and lack of interest in resolving the simplest issues or at least doing what they say they are gonna do, if this matter isnt resolved I will no longer support Rockstar and I am also a volunteer ambassador for xbox live, I have always told any and everyone how awesome you are when the come to me with issues on GTA5, I dont cheat and I dont lie, word of mouth travels fast, if you care even a little bit, please call me or fix the issue, I know its just a matter of pushing buttons, im asking for 20 million GTA$ now due to all the crap I have had to go through and the lies that have been told.And all the ticket items that where ignored prior to this last one, wasted time and effort, and as we all know time is money.

Thanks for taking the time to read this, feel free to contact me asap ,I have Tuesday off work and will be home most of day.

My social club name is xXIDadIXx, my xbox live gamertag is xXI Dad IXx, and contact email is [redacted]

HOME PHONE-###-###-####

CELL PHONE-###-###-####Desired Settlement: id like at least 20 million in GTA in game c ash at least for the headaches I have had to endure trying to get this situation resolved, it is the worst customer service I have ever had by far, they should be ashamed. Multimillion dollar company treating its loyal customers like trash, broken promises, ect....

Business

Response:

In January 2014 the company adjusted GTA Online player bank balances to remove counterfeit virtual currency created by players who “hacked” their save game data in violation of the game license and terms of service ([redacted]). As we informed the customer via support, his virtual currency account balance was modified to remove counterfeit currency (not purchased virtual currency). Correction of game economy and discipline of users that cheat in multiplayer is not the purview of the Revdex.com and the issue has been appropriately handled by our Customer Support team. In regards to the cornrow haircut, this is a minor bug that will be fixed in an upcoming patch. It does not hinder the customer’s use of the game in any way and minor bugs are not an issue in the prevue of the Revdex.com. 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:

if you READ what has been written, this is not counterfeit money that has been taken, I purchased 5 Adders at 2 million a piece, not 1 million this transaction took place well after the counterfeit money was removed, nice try this is a cloud server issue and poor customer support, im asking for 20 million now due to the promises made by the support team of a 2 day waiting period, I understand the counterfeit money issue this has nothing to do with that, I had to purchase the same car twice in order to get one. spent 10 million should only have had to spend 5 million whoever is responding to this claim obviously didnt read the complaint throughly. this is after the counterfeit money was removed therefor it is a valid complaint and should be handled properly, laying blame on the consumer for clearly a server issue is not good practices, id ask that 20 million at least be deposited asap, I lost 5 million and all the headache I deserve this, in the counterfeit claim I went from 6 billion to 24 million, I didnt hack that why I received no punishment, just had money removed as stated, someone gifted me the money, so I am well aware of the situation, this is completely different situation. please read completely I also stated I understand the bugs, this is not a bug it is a cloud server error, therefor id like an apologie for trying to offend my intelligence. thank you, still havent heard from anyone at rockstar.

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

Sincerely,

Review: I contacted rockstar via their website regarding their game GTA 5. The single player portion has horrible graphics pop in and freezes constantly. The online multiplayer has multiple issues including but not limited to poor connection due to lack of servers, false flagging for the "bad sport" system which I have a picture to prove it does not work correctly. Also the game has stopped me from playing with friends due to a coding issue. I contacted rockstar via [redacted] and they continually removed my post and others like it. After them not responding and removing the posts I proceeded to post about how to get a refund they deleted those and locked me out of signing in to their site. I have a screen shot of the message I posted and can provide it along with showing their bad sport timer is not working correctly. Customer support might as well be a phone in an empty room. I have spent more than 6 hours on hold calling them between the 5 times I have called them.Desired Settlement: The game is defective in their coding flaws. Their lack of customer support and blatant disrespect by not answering and removing posts shows their lack of concern. I want a refund. Had I known all of the issues included with the game I would have never bought it. Especially after seeing how their customers are treated.

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:

This player does not have a technical issue but rather he is complaining that the game features a Bad Sport system designed to encourage good on-line behavior and punish violations of the game’s EULA and Code of Conduct. All purchasers of the game are warned with a disclosure on the box that “Access to online content . . . may not be available to all users” and “Violation of EULA, Code of Conduct, or other policies may result in restriction or termination of access to game or online account.” This complaint should be resolved in favor of Rockstar Games.

Business

Response:

The customer contacted us most recently on December [redacted], 2013. He confirmed that he was no longer in the Bad Sport multiplayer pool matched against other players with similar play histories. Players are placed in the Bad Sport pool for multiple reasons, such as repeatedly quitting games early or being reported by other players for harassing them. Although the player is currently out of the Bad Sport pool, he is close to returning to it for continuing bad actions.

The player has also contacted us with other complaints, one related to a bug (which was resolved) and one related to game design (which was noted).

This complaint should be closed and resolved in favor of the company. This player is using the Revdex.com to attempt to avoid disciplinary action within the game for his bad behavior. This is not the intent of the Revdex.com service and he should continue to work with us through the Customer Support system to resolve any issues.

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

Review: We recently purchased a product manufactured by Rockstar Games, Inc. The product is a popular video game called "Grand Theft Auto 5" that we originally pre-ordered and purchased from [redacted] located in [redacted], NH. The game was brand new. My husband and I loaded the video game in his video game console - a Playstation 3 (aka "PS3") in excellent condition (light game play). Once the game finished loading/updating on our PS3, the game started to freeze five minutes into the gameplay. My husband I shut the console off, unplugged the console as suggested by RockStar Games support website, and installed the game again. The game continued to freeze. The Rockstar support site suggested we reinstall the game and updates. We did this again, as suggested. The game continued to freeze. We went back to [redacted] - where we purchased the game - and explained our issue. They stated that they are receiving numerous complaints regarding the same issue. They exchanged our game for a new copy and suggested we contact RockStar games if the problem persists. We tried the new game on our PS3 console, which again started to freeze during 10 minutes into game play. We tried a different game by Rockstar and the console stop recognizing that game. We tried a movie in the console, and the console stopped recognizing the movie. We contacted RockStar games, as suggested by [redacted] regarding the game freezing and corrupting our PS3. RockStar games said this was a company-wide issue that they are well aware of, and they were working on a patch that would resolve the issue. They said someone would be in contact with me as soon as possible. Regarding the corrupt PS3 issue, the representative stated he had never heard of a game corrupting a console. I want to note that under their own forums that I researched over and over again - there are thousands of complaints regarding the same issue as mine. The game absolutely corrupted our PS3. The representative stated that he would be sure to log the issue and someone will reach out to me. Several days later, no one contacted me. On October **, 2013, we contacted RockStar technical support (Ticket # [redacted]/Request# [redacted]) and spoke with [redacted] I explained the entire issue to [redacted] I stated that someone was supposed to reach out to me and failed to do so. I stated that both the game, and replacement game both were freezing. I stated that the game corrupted our PS3 and it would not recognize any other game. [redacted] requested some of my contact information then stated "We're very sorry that you are unhappy with one of our products or services. Your case has been logged for further review." When I asked him if he had a time frame when someone would reach out to me, [redacted] would again repeat the same statement: "We're very sorry that you are unhappy with one of our products or services. Your case has been logged for further review." I stated that I understood that it is under review. I repeated to clarify myself that I was inquiring if he knew of a time frame when the issue may be resolved. Again, he repeated the same statement twice: "We're very sorry that you are unhappy with one of our products or services. Your case has been logged for further review." I was confused why he kept repeating the same statement and asked if I was speaking with a live person. The representative then stated “yes”. I asked him why kept repeating the statement and not answering my question. At this point, we could hear the representative laughing in the background and eating. The rep repeated the same statement a 5th time. – "We're very sorry that you are unhappy with one of our products or services. Your case has been logged for further review." My husband and I became furious. I explained that we have an **-month old daughter. I explained that it took us time to save up for this game to have it freeze then corrupt our PS3. I explained that I had additional questions and was confused why he kept repeating the same statement and laughing. Again, the representative repeated the same statement. I asked the representative for management and he flat out said no. I asked for the representative’s name and he said [redacted]. I asked for his last name and he would not give it to me. I asked if he had a rep number. He disclosed his rep number to me. I asked if he could confirm my email on the account. He stated that if I didn’t have anything to add to the account, that he would disconnect my call. I stated that I needed to verify that he included all my information, my email, and my phone number. He stated he logged that my game was freezing and repeated my email back to me. I explained that I needed him to log the issue with the game corrupting our PS3. The representative made the same statement again: "We're very sorry that you are unhappy with one of our products or services. Your case has been logged for further review." At this point, I hung up the phone. I have never experienced customer service like that – if you even want to call it customer service. The representative was horrible to us – horrible is an understatement. I waited 3 or 4 days and we received an email from RockStar Games stating that our ticket was Answered/Closed and to Rate the experience. Of course, we rated our negative experienced. I was confused why the ticket was “Answered” when no one had contacted us. I open the ticket to find that [redacted] closed the ticket with the statement, "We're very sorry that you are unhappy with one of our products or services. Your case has been logged for further review." I also noticed that he never mentioned anything about the game corrupting our console, PS3. I am furious at this point and want to pursue legal action against Rockstar Games. My husband and I are so disappointed – we were avid fans of the games produced by the company up until now. For them to treat their customers like this is so appalling. What is even worse is that I know they will not do a thing about it. I had to reopen the ticket (my third attempt). I noted everything in the ticket. I am still waiting on a response. Tuesday, November [redacted], I will be filing a lawsuit against this company.Desired Settlement: I would like corporate from RockStar games to contact me. I would like RockStar games to repair our game console, PS3. I would like RockStar games to refund us the cost of Grand Theft Auto 5 (aka GTA V or GTA5). We will not be doing any sort of business with RockStar Games in the future. I will be forwarding my experience to all our friends and family to avoid this.

Business

Response:

This customer experienced a Sony Playstation hardware issue and said that the console was no longer playing games or movies correctly. While it is unfortunate that this player experienced a hardware problem around the same as playing GTAV, software does not cause hardware to fail. The console manufacturer is Sony and the player would need to reach out to Sony PlayStation hardware support to get routine assistance for a PS3 console that is not functioning properly. This complaint should be resolved in favor of the company.This customer experienced a Sony Playstation hardware issue and said that the console was no longer playing games or movies correctly. While it is unfortunate that this player experienced a hardware problem around the same as playing GTAV, software does not cause hardware to fail. The console manufacturer is Sony and the player would need to reach out to Sony PlayStation hardware support to get routine assistance for a PS3 console that is not functioning properly. This complaint should be resolved in favor of the company.

Review: I am missing Approximately $475,000 from my online account which equates to approximately $6 of real money that I paid for. I purchase $8 million in game dollars for $100 US. I then proceed to purchase in game property by trading in property I had purchased before with the on-screen agreement that I would receive half of the purchase price of the old property. This did not happen as advertised and I am out the $475,000. I have requested a resolution and the company is unwilling to validate and resolve.

I have contacted them by email approximately 10 times and called over 25 times but could not reach an agent. They have been dismissive and unwilling to even investigate the issue, much less come to a resolution.

My request to Rockstar Games is shown below:

This is what I remember seeing on the screen:

I've included a screenshot of my transaction log which shows the full price of the 4 Apartments purchase vs a credited price as well as not showing any credits for the trade in amount..

$300K should have been $50K - I traded Eclipse Apt 3 with $250K trade in value for Eclipse apt 31.

$293,250 should have been approximately $139K - I traded in Integrity way Apt 35 for Eclipse Apt 41

$185,250 should have been approx $123K - I traded in a garage in East Los Santos for Integrity way Apt 35.

$251,250 is correct - I purchase Weasel Towers apt 101 without a trade in.

The total adds up to approximately $475,000 in game dollars.Desired Settlement: Add the $475,000 in game amount to my account...

Review: I first contacted rockstar games support on December [redacted], I agreed with them to ship my game out for exchange on the condition they have a manager contact me back. The game was shipped on 12/**/14. I show that it was delivered on the 1/*. However I have yet to have rockstar tell me anything about my game. No confirmation they received it, no word on when I would receive the new game, no word on when I would be contacted by a manager. As it has been very close to a month, I have not received any notifications from rockstar besides reps stating I would be contacted back in a timely manner. None of what they have told me over this whole ordeal has come true.Desired Settlement: I would like to have a manager from Rockstar call me at five one zero- three six seven- seven six four zero. I would like to know if my game has been received and when I can expect to receive a new game on the mail.

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 would like to file a complaint about Rockstar Games [redacted]Rockstar GTA Online is a virtual world game. The problem is that the game has some bugs that can make some of your virtual purchases disappear. No big deal except they sell a thing called a Shark Card that lets players spend real money to buy virtual money. With over 34 million copies of the game sold, over 2 billion in reported game revenue, and record sales of Shark Cards this could be millions of real dollars that should be refunded. The other problem is that alot of the players are under the age of 18 and are using their parents credit cards that are linked to their online account. Rockstar Customer Request [redacted]On 8/** and 8/**/14 I purchased Shark Cards and on 8/**/14 $1,500,000.00 game money was debited from my on-line account, this is $23.99 real money. I contacted Rockstar customer service on 8/**/14 and after twenty six correspondences they still refuse to credit my account. This is not an uncommon problem but most of the kids playing the game do not take the time to contact customer service they just buy more Shark Card money with their parents credit cards.Desired Settlement: Desired Resolution: They should have to replace or refund all the players for their missing purchased items.

Business

Response:

This player contacted us through our Support system claiming that in-game virtual currency was missing. Support provided him with replacement of virtual currency that could be verified but the player is filing multiple complaints requesting additional currency that cannot be verified. This complaint has been appropriately handled through our support system but the customer does not like the outcome. This complaint should be closed and resolved in favor of the Company. We will not comment further on this complaint.

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:

As of 10/**/14 at 9:33am pt I have not received a credit to my online account for the $1,500,000.00 debited from my account on 8/**/14.

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

Sincerely,

Business

Response:

This matter has been resolved through our Support system (ref[redacted]). 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,