Rockstar Games Inc.

Review: Purchased GTA V on Steam, created Social Club account. Played single-player for a few hours, and decided to switch to online. After creating character I skipped the tutorial to get straight into game-play. I was presented with nothing but empty lobbies, no matter what I have attempted. I utilize a Sonicwall TZ210 at home as I host a multitude of web applications and web hosting services on a dedicated fiber line. Being certified as a Network Engineer, I have made attempts to correct my issue on my own prior to reaching out. Nothing I did made any difference. This issue still occurs tethered via my cell phone. This was attempted on 2 high-end machines. 1 of these machines was a fresh build to conclude that the problem was not on my end. I became aware of others experiencing the same issue, some were able to get by via port forwarding, placing their security at risk by placing their machine into DMZ on their router, which is a poor philosophy, others found it was the tutorial that was the issue. I have created a new character twice and started the tutorial. Both times I was placed into a full lobby, but "timed out" and could not get back into a lobby with any other players. I have zero issues with my ISP nor do I have any clients that complain about downtime. The issue is not my PC, nor is it my network setup, nor is the issue with tethering my cell phone. This issue is clearly with Rockstar services itself. I have spent the past week attempting a multitude of solutions and experiments as an attempt to get this $60 game (and $10 shark card to get started.) I have had a support ticket open for a week now. After 24 hours I received a generic automatic response that had nothing to do with my platform. The [redacted] support page appears to be a front-page for pretending like you care about those experiencing issues. as I have not received a reply, yet everybody else seems to.Desired Settlement: There can only be two outcomes to the charade I have endured thus far. 1) Look into my issue, use company resources to find a solution for not only myself but others that are somewhat half competent with the same issue. This may include resetting my character, un-linking my steam account so I can re-register a completely new social club account. Starting from complete scratch may be the ticket here. Or 2) You can give me a complete refund on both the game purchase and shark card, I did not buy the game to sit around by myself and play. The online option is the only reason I have purchased the game. I will not refund through Steam, as the support is a 2 week charade just to get a poor response that takes an additional 2 weeks to move the process along. I am very unhappy with my experience, customer service, and lack of knowledge thus far. Unfortunately, after getting nowhere expiring all my own resources and knowledge, customer service has let me down greatly as well.

Business

Response:

This customer’s complaint is being addressed by our Support. The customer should check their email for the latest troubleshooting steps our team has sent and continue to work with us on his Support ticket. The 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:

This is not being handled by support in a timely manner. Both replies have been almost exactly the same. I clearly state that my Sonicwall TZ 210 does not support UPnP, I will not place a device in DMZ as I am not tearing walls apart in my house to run a single cable to another interface on the Sonicwall itself. On a side note, after posting my issues in multiple locations, pointing "support" to my ticket(s) via [redacted], I get a ban notification over the weekend and can not even launch online now. This is turning into a pretty big joke, I get banned because I can only join empty lobbies?

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

Sincerely,

Business

Response:

This customer is having connection issues because of his unique internet setup. We can and will continue troubleshooting with him via support, which is appropriate in this circumstance. The ban he is referring to is in relation to cheating in the game and is not connected with his connection issue. This complaint should be handled via Customer Support and this matter should be closed and resolved in favor of the company. We will not comment further on this matter.

Review: I have had problems with Rockstar Games shortly after I started playing gtav. I have spent money to buy the game and spent money in game for add ons. I have contacted Rockstar several times about my online issue and the problems that I have been having. My last call was placed to Rockstar technical support, phone number ###-###-#### around 12 pm eastern time in which the representative was laughing, joking and ignoring me throughout the call. Their representatives have bold face lied to me, not answered my emails, ignore me on [redacted] and refuse to return my calls as promised. I have attempted all their trouble shooting tips including removing my nickname from my social club which caused me even more errors. Everytime I call, im told by a representative my issue has been escalated to the higher ups and then I call a couple days later and im told they will be escalating it to the higher ups and that it hasnt been. They have done nothing to help me with my issue besides just plain guessing and have given me no resolution to my problems which have caused a great amount of stress and is having a severe impact on my emotional well being. I believe as a consumer I am being treated like im nothing and would like to formally make a complaint as well as escalate this complaint to the highest level possiblemDesired Settlement: I would like to have the $99 dollars I spent on a shark card refunded to my credit card. The 59.99 plus tax that I spent on the game and my issue resolved or an admission of a default with their servers.

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 perched a "Shark card"(in game money for GTA V Online[Grand Theft Auto: five]. when I got the card I picked up the wrong one on mistake and its for a Xbox One and I own a Xbox 360(no were on the card does it say only works with Xbox One). I have contacted Rockstar Games a few times about this problem and they are refusing to do any thing about it. They keep hanging up on me when I ask for more information and are still telling me they will not do any thing to make this right.Desired Settlement: All I would like them to do is transfer the 1,250,000 in game dollars from my Xbox One Grand Theft Auto account(that I do not own) to my Xbox 360 Account witch I use on an almost daily basis. and if posible for all my time and disrespect they have shown me and extra 1,000,000 on my GTA account.

Business

Response:

We do not see any previous contact about this in our Support system from the email used to submit this Revdex.com complaint. In regards to the complaint, the customer is stating he purchased the wrong item from [redacted] (an Xbox One card instead of an Xbox 360 card) and demanding that the company assist him in correcting his mistake. This product was produced by [redacted] and sold by [redacted] and Rockstar Games cannot assist the customer with this request. This complaint should be resolved in favor of the Company and closed. This is our last comment on the matter.

Review: I would like to say that I've been having problems with customer support agents hanging up on me and denying me the proper support that I should be receiving. It's really annoying to call in for technical support, and get hung up on because the agent doesn't know what to do.Desired Settlement: I would like better customer support, and a direct line to the development team so that I can get the proper help that I've been requesting. The customer support can't give gameplay advice, but the development team can since they made the game. This game cost me a staggering $176.00 and wasn't fully completed upon release. Both online and offline. I would also like to mention the fact that I've been calling in with issues that still haven't been remedied.

Business

Response:

This customer contacted us on 1/[redacted]/14 with general feedback about Grand Theft Auto V’s design, such as his opinion that the process of using the in-game telephone was too time consuming. The customer stated he had made multiple reports that were unaddressed and began asking for direct contact information for our development studio. We do not have any record of other support requests and our rep asked the customer to fill out a bug report. The customer was agitated and insisted on obtaining direct contact information which our Support rep declined to provide. The agent took all the customer’s information and assured him the request would be sent to the proper department. The call was then disconnected, either by the customer or by being dropped by his carrier. The customer is welcome to submit design suggestions to [redacted] and may use our Support Service to request assistance with game play issues (we have sent the customer a bug report detail request via email). This complaint should be closed and resolved in favor of Rockstar Games.

Review: On July [redacted], I purchased GTA V through Green Man Gaming for the full price of $60. The product key was for a download via Rockstar's social club. I started my download as instructed, but was unable to complete it. The download speed seems capped at 150kb/sec, and it renders my home network completely unusable. While downloading, you cannot use the Internet at all. And it constantly stops and restarts the download, and so doesn't progress. I contacted Rockstar on August [redacted] about the problem. Ticket # [redacted].

I have been in communication with Rockstar support for over 3 weeks. They will not accept ownership for the download problems, although a simple search of Google or their own forums reveals posts from many angry customers with the same issue. I even sent them a screen shot of another user reporting the EXACT same problem that I have. I have tried the solutions they suggested that applied to downloading. Many "solutions" they offered didn't have anything to do with my problem, but instead addressed problems if you actually had the game installed.

I have done what they have asked and sent them the information they requested. It did not solve my problem, and I still cannot download. Their replies indicate that they are not even reading the information I am providing them. They ignore what I tell them and refuse to admit the problem is on their end.

Last week I asked them to escalate my ticket to a higher level of support. They replied that it was escalated but that those tickets were answered in the order received and they thanked me for my patience. I waited on a reply from them. Exactly one week later (August **), they sent me another email saying that since they had not heard from me in 7 days, they were closing my ticket as solved.

I have spent $60 on a game that I cannot even manage to download 5gb of (it is a total of 60gb). And they refuse to accept responsibility, help me, give me a refund, or exchange my product key for a Steam product key. I can download games via Steam perfectly fine. I told them this. Rather than a refund, I told them I just wanted a product key I could actually use, but would accept a refund if they could not provide the Steam key.

I feel like I have been scammed out of $60 because I paid $60 for a product that I cannot use due to their download services. They recommended I contact the seller. I contacted Green Man Gaming on August [redacted], ticket # [redacted]. They told me it was a technical problem with Rockstar, and that they couldn't help me.Desired Settlement: I would like a full refund for the price of the game or a Steam Product Key which will actually allow me to download and play the game. I would also like to see them accept responsibility for the slow download speed and fix it.

Business

Response:

The customer was having problems downloading the game due to slow connection speeds and contacted our Support team. The customer requested to download the game from a different service and our Support team was able to assist. The user has not responded to support since then so we assume the issue is resolved. The complaint should be closed 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: On my PC I have Grand Theft Auto 5 (GTA V)installed. This company requires the user to be online during story mode play (single person). During game play you can save your progress 15 times. But if you profile becomes corrupted they claim that they have no way of recovering or restoring the profile data even though they are recording extensive data while the game is played.

My profile was first corrupted after I had about 22 hours of game play. I would start the game loader and it would freeze up loading my profile. I went to the various GTA V forums to see if what people did about this issue. There was no clear cause or solution other than hacking the profile or deleting it and starting the story mode over at minutes 0. The hard suggestion was to uninstall and reinstall which is a download of 65 GIGABYTES! and takes over 6 hours.

The first time I just deleted my profile and started the game over. Then after 16 hours of game play the game froze again. I called Rockstar support and the only thing the suggested was a reinstall. After the 6+ hour download the game remembered who I was and signed me in automatically but the game started at minute 0. Support claims they have no way of recovering or restoring my profile data. I find that hard to believe due to the extensive data they keep track of and the online requirement to play single player mode.

I quit the game and checked my profile with the smartphone iFruit app Rockstar has for the [redacted]. On the iFruit app it still shows the game play stats. But they have no way of restoring or recovering my profile?

They have the means to restore my profile. They have all the data from my first 2 runs through the game.

I don't believe that the only way to get back where I was is to spend another 17 hours to redo the part of the game I've already done twice.

I got the software from an online 3rd party that has "no refund" in the fine text.Desired Settlement: I would like to have my profile data restored as best as possible. Or a $30 refund.

Business

Response:

The customer’s save file on his game console hard drive has become corrupted. The customer is incorrect regarding a number of his technical statements regarding the game and is making an incorrect conclusion that the company has saved and can restore his locally stored data. The customer should continue troubleshooting with Support which can help him ensure that his deletion and reinstall is complete (some customers do not delete all game and related save files when reinstalling and the local hard drive issue persists). This complaint should be resolved in favor of the Company and this matter should be closed. This is our last comment.

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 tech support should have been able to help me recover at least one of the 15 save game files but instead of helping me recover my save games his suggestion was to uninstall the game which erases all profile data and then download 65 Gigabytes and reinstall which took over 6 hours. Yes I may have been wrong about the technical details of the software. But the tech support should know how to recover one of the saves that was not corrupted. This problem has reoccurred and I was able to recover a different save and continue playing. Tech Support failed in not using the 5 minute fix. They could have helped me recover the data but instead they had me delete all the data and do a 6 hour reinstall. I didn't need a reinstall. They waist my time.

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

Sincerely,

Review: Rockstar games has been letting down hundreds of thousands of customers. Their new release of GTA 5 is unstable and has caused data loss to multiple players. Their cloud servers are un-reliable. This is probably being updated and addressed. But without information going to the public that purchased their product, we have no idea. They refuse to address countless request for information. I have personally submitted an online ticket, contacted them via their Twitter Support Page, and left a number of comments to the company on their online commenting system.

A company that just made a billion dollars off the sale of a product should have better support, or ensure that it's functions are working properly before releasing that product.Desired Settlement: I would like my content back and available. If not I would like a full refund of my money. I will send the disk back or whatever is required.

Business

Response:

The free GTA Online game was

advertised as launching October *, which it did. A title update was recently

offered which addressed some issues certain players were having. This complaint

should be resolved in favor of the company.

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 company has not addressed my concerns. They have patched their game to fix the issues that CAUSED missing content, but have not restored my content, nor have I been compensated in game for the time and effort lost. I was sold a product that was advertised WITH online play. This was not a "free" online game as they just have claimed. All advertisements before they launched the game said their would be online multiplayer. I pay Xbox Live a subscription monthly, I paid for their game. In no way is their game "free".

It's a fairly simple resolution for Rockstar, compensate me in game, or in real life so that my money and time has not gone to waist.

Here's what I'm missing in game:

Online Character:

Level 29 (This equates to 178,915 "RP") which you can add onto my current character.

OR

Refund me my money for the purchase of your game, which was advertised with Online. As I said, if you want your disc back, I'll send it to you.

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

Sincerely,

Business

Response:

The user accessed a free bonus mode to play online that was not separately advertised and only announced a few weeks before the single player game was launched. While it is unfortunate that his character was lost due to a technical issue, he does not have a property interest in his virtual character or virtual items. That said, Rockstar Games has already announced that all Grand Theft Auto Online players during the month of October will receive GTA$500,000 in-game currency. This issue should be closed and resolved in the Company’s favor.”“The user accessed a free bonus mode to play online that was not separately advertised and only announced a few weeks before the single player game was launched. While it is unfortunate that his character was lost due to a technical issue, he does not have a property interest in his virtual character or virtual items. That said, Rockstar Games has already announced that all Grand Theft Auto Online players during the month of October will receive GTA$500,000 in-game currency. This issue should be closed and resolved in the Company’s favor.

Review: I purchased in-game online cash cards for gta v from [redacted] on [redacted]. The cards redeemed, however, the cash did not show up in the game. I contacted [redacted] and they attempted to resolve the issue unsuccessfully and referred me to rockstarmgames. I attempted to call but they were closed due to the holiday. When I called on [redacted], they created a ticket. I responded and advised I could not send a screenshot. I received a standard reply. Normally developers and or [redacted] can resolve this rather quickly, so I called again for an update. They advised they needed a screenshot. I asked if I could forward the order confirmation emails, they said they would prefer a screenshot, but they would accept those. I forwarded them and put the ticket number in the email. I called to confirm they received the emails. They advised they did not, then they had them but couldn't see the content, then they could only accept a screenshot. I had someone send the screenshots, as I was not able to. I called again and they advised they had them and would escalate. I advised I was going to file a complaint if this was not resolved. It should not have been so complicated. They refused to refund my money without an investigstion, nor was I getting the cash I purchased. It took two seconds to take their money fro my bank account but yet they would not refund me without an investigation. We called again for an update and advised it had been escalated, I called today and was advised they could not speak to me regarding this issue any further because it was referred to legal. They could not provide me a contact name, address, email, phone number or an estimated turn around time for resolution. This is unacceptable.Desired Settlement: I would like either a refund of my entire purchase, or at the very least the online game cash I purchased for my family.

Business

Response:

This customer contacted our Technical Support about a problem with missing game currency. After investigating the issue, we have come to a resolution in the Support ticket. This complaint should be resolved in favor of the Company.

Review: I will explain the problem chronologically. Please read in full.

I broke the terms of an end user license agreement with this company by intentionally exploiting a feature of their software:

Rockstar's game, Grand Theft Auto Online features in-game currency. I used a flaw in the game to repeatedly sell and collect money on the same piece of in-game property due to 2 contributing factors:

1) In-game money was inaccessible. There was no source of income or wealth accessible to me.

2) The same exploitation was rampant among other players putting me at a great disadvantage if I didn't participate.

My complaint does not rest on their right to enforce their EULA, my complaint lies in the following:

When a legitimate source of in-game currency was made available, "Shark Cards," I purchased 2 about 1 week apart at a cost to me of about $30 USD total for $1,750,000 of in-game currency.

About 2 weeks after the 2nd purchase my account was all but wiped clean. After purchasing things with the in-game currency I had about $400,000 left in in-game currency but I also had the remaining $1.3 million in assets (not including those assets I acquired illegitimately that were rightfully taken away). Today I have $200,000 in cash and no assets.

Essentially, Rockstar collected my money for in-game money, then turned around and repossessed it. I should note that my exploitation of their game had ceased as soon as (actually before) I was aware that the "Shark Cards" were available.

I believe Rockstar has stolen, probably inadvertently but nonetheless stolen, about $25 from me. And now I must take steps to have it returned! Or maybe I won't get it returned. Either way its unethical or simple bad practice that they would take my money under these circumstances.Desired Settlement: I mostly just want this to be recorded. Or, if a Rockstar employee reads this a repair could be as follows:

1) Eliminate all property owned in game.

2) Restore all funds acquired through shark cards and 50% of those from missions.

3) Restore rank to 50% of what it was prior to reset.

I would like to add some comments on these steps.

1) Obviously my good money is mixed with my bad. The only reasonable solution is to liquidate everything.

2) Restore to me the funds that I have either earned or paid for. I probably benefited from the illegitimate funds in completing missions, but I also did participate. Shop talk: In fact tonight I did extradition at rank 4 and I was the only one who knew where the fighter jet was or that it needed to be flown, after whom, or what came next. I earned that money and rp. And I did so last time I did extradition.

3) My rank surely benefited from the funds. But I also participated in the game - something that Rockstar also benefits from.

Business

Response:

In reviewing the customer's account data, we cannot verify that this customer lost any rank, virtual currency, or virtual goods. The customer admits using exploits to "regain" what he claims was lost. The customer should contact customer support if he has a game play concern and needs support, not the Revdex.com. We have addressed his concern and have accommodated this customer’s problem in his Support ticket. This matter should be closed and resolved in favor of the Company. In reviewing the customer's account data, we cannot verify that this customer lost any rank, virtual currency, or virtual goods. The customer admits using exploits to "regain" what he claims was lost. The customer should contact customer support if he has a game play concern and needs support, not the Revdex.com. We have addressed his concern and have accommodated this customer’s problem in his Support ticket. This matter should be closed and resolved in favor of the Company.

Review: Rockstar, sense the release of their product "Grand Theft Auto V" haven't properly dealt with the issues of online abuse. Their security software does not adequately secure their game from exploits and it has a tendency to target customers that have not violated their terms.

The main issue with this is that Rockstar will send you this message when submitting a ticket to wave a ban mistake:

"[redacted]"

This message automatically resolves the ticket, and causes it to be completely ignored. Essentially Rockstar support lies about their ban policy and does nothing to aid you in resolving issues regarding their software.

This is the ban appeal ticket: [redacted]

Here is a ticket that I used to attempt to receive some actual help: [redacted]

I got the exact same answer form both which just got me no where, so their support has no interest in actually helping you.Desired Settlement: I think Rockstar needs to go back and review all their ban reports and help their customers through a series of steps to insure that they weren't falsely accused. If Rockstar has all reason to believe their customer is guilty of violating the community terms, they need to provide a detailed report of what the customer had been accused of and communicate with them to make sure they clear up any misunderstanding.

Business

Response:

We reviewed the customer’s account data and have confirmed that the customer was appropriately suspended from GTA Online for violating the game terms and license by cheating in the online mode. The player was temporarily suspended but has been warned that a permanent ban from online play may result if these actions are repeated. This matter should be closed and resolved in favor of our 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 have yet to show me solid proof that you had a valid reason to ban me, as I have mentioned your automated system is not a viable means of detecting players as it even detects players who never once installed a mod. There are many cases of this being brought up and yet you ignore them. Your anti cheat system isn't functioning very well, but your seem to pretend its perfect, is this the reason why even today when I go online I still see modders, and a lot of them if that? You need to go back through your system and reconsider all players who were wrongfully banned, and anyone you ban next, provide them with a good reason with an in depth answer (such as: trends, flagging, videos, pictures, reports... etc). If it was your automated system you should do anything you can to see if the person was banned rightfully, if they were, they would have no ability to explain themselves.

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

Sincerely,

Business

Response:

We reviewed the customer’s account previously and confirmed that his account was appropriately disciplined for cheating. We do not provide exact details as it would make it easier for cheaters to abuse our system. The customer’s ban has expired and the “complaint” is essentially a request for information. We will not provide further information and this complaint should be closed and resolved in favor of the Company. This is our last comment on this matter.

Review: So This issue revolves around the Social Club system incorporated in Rockstar* Games. Rockstar* has stated that they support modifications to their games (Grand Theft Auto V) in specific, but only for the "Story Mode" portion of the game. And they have a very strict banning policy stating that you will get banned from social club if you violate the games mechanics, or ruin other players experiences. Knowing this, I installed a modification file into the games directory (supported) for story mode. The next day, I go online, and to my surprise it claims that I have been banned for 20 Years. Yes, twenty years. Which I believe is some sort of placeholder date that basically means that you are banned from social club, and all online features of all current and future Rockstar* game titles. Now, when I pay $60.00 of my money to buy this, they shouldn't be allowed to take it from you without giving you some sort of refund. That is basically a form of robbery. So here I am, $60 out, with no game to play. And where is the money I paid for it? In their greedy hands funding more people to help scam other users like myself. And less talk about getting my money back, it wasn't even fair to ban me in the first place, when I didn't violate any of their terms. I did not proceed to use them in the online portion of the game, I didn't modify the online portion's mechanic's, nor did I ruin another players experience. Yet here I am, out $60, while those corporate tyrants, sit there with all that money. I believe they scam people with this ban in order to make them purchase another copy with a new social club account, to get more cash in their hands. What do they tell you when you try to get help from customer service? "Sorry. Our computer program that bans users claims that you used mods online. So therefore, it's 100% true." The only evidence they have are the files they detected in my games root directory folder, not what they were used for. So there I am, minding my own business, just using those ALLOWED modifications that they support for story mode. What do they assume? Oh, this person has had a ban before, so lets assume he used them in online mode, and ban him from all online features of all current and future Rockstar* Games titles Forever! And also note that they modifications I used weren't even meant to work for online and don't. So I couldn't have used it anyway. Overall, I think these corporate tyrants need to be recognized and exposed for robbery of people's money. It is NOT ok when I pay $60 for a game, and then I get banned from playing it. WITHOUT A REFUND.Desired Settlement: My desired outcome out of all this is to be un-banned from Rockstar* Games online services, and if they don't do that, I DEMAND a refund from them, because currently they holding money that is not rightfully theirs untill I am un-banned or refunded.

Business

Response:

The customer misstates the company’s position regarding modifications, which is that our priority is to target multiplayer mods that impact other players. That aside, we cannot locate any Support request from this user’s email address. The user should submit a support request if they have concerns about their account. This complaint should be closed and resolved in favor of the Company. This is our last comment on this matter.

Review: their game gta 5 has all these problems and they dont fix it and the advertising promised heist and they havent come out and it already has been more than 2 monthsDesired Settlement: money

Consumer

Response:

the game is very glitchy it freezes alot plus you also sometimes lose

things in the game you earned and they take forever to patch things plus

they add a additional 2 weeks after they released the game itself to

make sure the their multiplayer was working and one the first was a

failure and this game was in development for 5 years and they still

failed to produce heist when they were advertising it alot before the

game came out

Business

Response:

The customer has not

identified any advertisement that falsely promised [redacted] would be

available at launch of the online add on game to GTAV. GTA Online was

advertised as an expanding online experience with certain features that would

be added at a later date, such as [redacted]. Most of these features have already

been rolled out though no date was promised for these free expansion features.

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

Business

Response:

The customer has not added any new information regarding [redacted] and our response remains the same. Regarding the customer’s complaint about having to wait a certain amount of time after reporting a player for bad actions, this is in the category of suggestion/feedback and is not a Revdex.com issue. This case 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.

[redacted] the only reason why I am accepting it because we not getting anywhere!

Review: Am writing this complaint because I feel I was treated unfair and also tired of dealing with a company that don't want to listen .I contacted them today on a matter on a ticket I summited about a player who was abusing other players on the game .He was using his tank killing players while laughing said I enjoy killing you for fun .This game called grand theft auto 5 online .This player really upset me got me mad I told him I was goanna report him he said he didn't care and he meant it. I went to his profile filed a ticket with Microsoft about his behavior then I filed a ticket with Rock Star games .I then contacted them today about this person I reported I felt she was not listening I didn't like the attitude neither .I told her what happened last night she looked it up told me nothing they can do with out a video screen shot proving he was abusing others etc.I question her on this and ask how do you expect us as players to do this? She replied you can use your cell phone or video camera or take a screen shot of the person doing the act. I then question her further and said do you expect every one to sit there video tape the whole session she said no I said well what is it going to take to prove it. I cant imagine sitting there using my cam to video every session. This player was abusing the game by taking his tank and laughing killing everybody that was playing the game he really made me mad I told him I was going to report him he said go right ahead he said some really nasty words on top of this .Am so tired of it all dealing with this company if there not going to listen to the people complaining about the abuse then why send them a ticket?? I don't lie ok I sent a ticket on the basis that I was being abused by another player and now being told I have to show proof???Another question is if a player being abused you summit a ticket then they should take the time to investigate it with or with out proof why do we have to video tape it ?I really don't think they care.Desired Settlement: I want something done this is unfair and I didn't like the attitude Rock star should help there customers help them not like I was treated today. One other matter months ago I made a report to them that there game was freezing my system I did everything I cleared my systems catch them they said you need to start a new gamer tag and 30 day subscription Xbox live this should correct the issue why should we as customers waste money on another subscription on one game.

Business

Response:

This customer contacted our Technical Support team to complain about the behavior of some other players while playing Online, which he believed to be unsportsmanlike. We provided the player with steps to report these players in-game through the designated reporting system if he believed they were making the game less fun for others. Our system tracks these reports and separates frequently-reported players into their own games. 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]

they are rude and I will have to say that to be told to sit there show proof by video taping sending it in is kind going a bit far the person told me that Microsoft and them do things differently who in there right mind going to video cam every session there in to report abuse ?The game froze my Xbox a lot of other players I know same way eveb posted on YouTube people complain ing about it .If they don't want to take the responsibility to then that's on them am tired of arguing there is so much going on it ain't funny players using cheats hacks to level players abuse others calling them racial words such as negar hy etc. There are players who sit there keep killing you for fun to piss you off you really think this is fair?Then was told to start a new gamer rag new account that should correct the issues for it freezing not a chance for one game this company needs to try to understand players and help them not be told we can't help you with out proof I tried to send a video don't work

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

Sincerely,

Business

Response:

Our Support Team has provided correct information that addresses this customer’s concern about other players. This customer is able to play the game and does not have a support issue or problem, so this complaint should be resolved in favor of the company. This is our final response regarding this issue.

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]

Ok this company is very funny I just called them the other day about players abusing the game and I reported these players I even put the cell phone to my tv to show proof as they requested from the first call I made so there fore I do have issues with players make are lives a living hell the last call I made the man told me to switch lobby's I told him what's going on as I said I let him listen in to what's being said on my tv .

the game froze my xbox 360 many times I just got the system back from repairs from Microsoft. So there fore I do have issues there are abusive players using racial words names and even blowing players up using there tanks on a constant basis and calling other player [redacted] etc. Am being very honest here and if rock star choose to say there is nothing going on then there's a problem there it sure isn't me .I can show proof of the glitchs the freezing issues and the abuse I have a video cam I have been recording the game .So there fore I will close this case on my favor the customers no what's going on we are the ones playing these games we are the ones who see what's going on .Go on YouTube am sure there is a lot of other people complains about it too the freezing etc.

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

Sincerely,

Review: My name is [redacted] I purchased the Grand Theft Auto video game and it broke well within its warranty. I have been in contact with the manufacturer and have done everything they've asked me and they wont issue me my refund for the $68. my ticket complaint numberwith them is [redacted]. please contact them. they are mainly a online company but told me on the phone their head office is in Maryland. they cant fix the game. they cant give me a refund. they cant and wont do anything. this is very bad. please help me. [redacted] that's the link to their toll free numbers. please call in or email them and get to the bottom of my ticket number. they have stolen my $68 and im sure im not the only person they are doing this too. [redacted] kingswood cres Niagara falls Ontario. [redacted]

Product_Or_Service: grand theft auto vDesired Settlement: DesiredSettlementID: Other (requires explanation)

the game broke well within the 90 day warranty and for over 2 months they've been working on my ticket number and haven't been able to fix it and they are refusing to refund me. please help me they are very rude and very unprofessional. a scam

Business

Response:

The customer's game is not broken, he is experiencing an error message related to his Xbox 360 (Error code: [redacted]). As we have informed him via support, he needs to contact Microsoft customer support to troubleshoot this issue. The Microsoft support article on this topic is located here: [redacted]

This matter should be closed and resolved in favor of the company.

Review: Grand Theft Auto 5 for PC was released on April [redacted]. I pre-ordered and and pre-loaded the game. Upon my attempt to install the game via STEAM service, the game required more then its published required amount of memory. So I had to uninstall and wait to re-download the game. Now that it it installed, I cannot play the game, or even start it. My computer is MORE then powerful enough, but the launcher to start the game is broken! The game is not able to even start, and I have asked for a refund, a product patch, A RESPONSE. And the Company has choose to ignore myself and THOUSANDS of other players. I cannot play my game, which I paid $60 for, but they still have all my money, and refuse to respond via email, [redacted], or phone.Desired Settlement: A refund to myself. And the Company should STRONGLY consider offering refunds to other affected players, or at least and apology.

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 start by stating that I am a long time loyal customer to Rockstar Games in regards to the Grand Theft Auto game series. I have purchased many games in the series, including money packs ("shark cards") from the business. On September [redacted], immediately following the company's new "freemode events" update for the Grand Theft Auto: V title, I received a notification that my account had been banned from online play. This was a great shock to me, considering my online actions had only consisted of participation in the new games as part of this new update.

On September [redacted], I created a Rockstar Support ticket (ID #[redacted]) inquiring about the action taken against me. September [redacted], I received an obviously pre-written response stating that "GTA Online bans are the result of automated analysis related to modding in GTA Online, exploiting or abusing game mechanics, or otherwise interfering with other players' gameplay experience." by "[redacted]." of Rockstar Support, but was advised that "we will review the evidence you submitted and take it into consideration."

On September [redacted], I submitted a follow-up request inquiring about the ban once more. The response I received on September [redacted] stated that "Unfortunately, the ban for GTA Online is irreversible and we are currently unable to unban players. We kindly request you to wait until the ban expires in order to continue the game." per "[redacted]." of Rockstar Support.

I feel that my purchase of the game, in addition to a significant amounts of shark cards gives me at the very least the right to an explanation. No offense, but If I pay my hard earned money for a game, I expect it to work without interruption, and given an interruption, I expect an informed explanation. I do not wish for a generic pre-written response that is given to everyone. Considering the amount of money I have spent on this game, I expect more than that. I am highly disappointed with Rockstar Games' approach at customer service.Desired Settlement: I would first and foremost appreciate the ban on my account to be lifted, seeing as Rockstar Games does not have or refuses to provide a reason for banning me in the first place. If The business is not prepared to provide this, I would like some compensation for the lost time I was not able to play the game that I have more than paid for.

Business

Response:

The customer was temporarily banned for two weeks by our anti-cheating system and was informed of the temporary ban via email. The user’s ban has expired since this complaint was filed. This complaint should be closed and resolved in favor of the Company. This is our last 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:The company has yet again failed to address the issue at hand. I would like to know exactly WHY my account was banned. I do not understand why the automated system chose to ban me, considering my recent activities only included participation in the "freemode events" as part of the company's newest update. The ban has indeed been lifted, just conveniently before the company's response. Since then, My account balance has been drained to 0, when it was just over $1 million (roughly equivalent to about $20 USD) beforehand. I am highly disappointed with rockstar at this point. Considering all of the money I have invested in this game, I never would have expected such treatment.They allow a buggy automated system to decide whether or not I can play a game I have more than paid for, with absolute zero accountability.To make matters worse, their approach at "support" is providing obviously pre-written or generated responses that only confuse and frustrate customers, many of which are already frustrated from poor performance and/or experiences with their products!This is unacceptable.To resolve the issue at hand, I expect at the very least for my account balance to be restored and an apology from rockstar for such grief.I would also like rockstar to know exactly how close they are to losing a long-time loyal customer that has spent a very generous amount of money on their products.

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

Sincerely,

Business

Response:

We reviewed the customer’s account previously and confirmed that his account was appropriately disciplined for cheating. We do not provide exact details as it would make it easier for cheaters to evade our system. The customer’s ban has expired and the “complaint” is essentially a request for information. We will not provide further information and this complaint should be closed and resolved in favor of the Company. This is our last comment on this matter.

Review: I have not been able to play Grand Theft Auto Online since April [redacted]. My Xbox 360 console Freezes when I try to get on and I have spoken with Rockstar support via Their support forum, Phone and [redacted] When I first spoke with them they gave me a trouble shooting list and I completed most of the list in one day and the whole list was done by the weeks end (April **) . I wrote back to support telling them that the trouble shooting list was done and it had not solved my issue. They suggested at that time it might be the game disc and that I send them my copy for refurbishing. I disagreed, so I found the phone number for them and called. The tier one agent agreed that since I tested the disc in more than one console and it froze on my account and only my account, it might not be the disc. They had me contact [redacted], and they eventually agreed it may be the disc.

I went to a Used Game Retailer and bought a used copy, which didn't solve the freezing issue. I called Rockstar support back and They made my issue a tier two (April **). From that point on I have been calling Rockstar support weekly to check the current status of this issue. Every time I call, I am informed that the person on the other side is only a tier one and can't tell me any info other then it is a tier two issue. All they can tell me is to be patient and wait for them to get back to me.Desired Settlement: I believe Rockstar should fix my problem either one of two ways.

1.Fix my current freezing issue. I understand that it will take time to pinpoint what is causing it and then finding a way of fixing it. I am fine with this if I get weekly Status update on what is going on with my problem. OR

2.Reset account: if required reseting my account is not an issue, Provided that I can get the TOTAL amount of online money that my character has spent on clothing, cars, planes and weapons etc. If this route is taken, we would need to discuss all options in detail

Business

Response:

We are in contact with the customer directly and working to resolve the issue.

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.

They have advised that they have fixed the issue (as of 6/**/14) and I will be testing it for the next week.

Sincerely,

Review: Greetings:

I purchased Rockstar Games' newest game, Grand Theft Auto V: Special Edition (for the Xbox 360), on it's second day in stores. The initial game/single player campaign worked and I enjoyed it. But, about two weeks after the game's release, Rockstar Games opened access to the game's online functionality called Grand Theft Auto Online (GTAO). This is where the game I purchased failed to work.

From my very first attempt to play the online version of the game, I was greeted by the alert "Rockstar Cloud Servers Are Unavailable Right Now. Please Try Again Later." I then had to create a temporary character to play GTAO. What this means is that I cannot save my progress when I play GTAO. So, any level increases, purchased property and/or cars and monies gained are lost when I stop playing the game. This was how it was when I first accessed GTAO and it is still this way. I contacted Rockstar Support and, in the beginning, they were helpful. I followed all their suggestions as to what the problem could be on my end but to no avail.

After dealing with the tier one tech support agent Chad S. for about a month, I was passed off to an automatic email response bot named "[redacted]." I replied to the [redacted] form letter explaining that the email was completely useless in regard to the issue I was (and still am) having. After receiving no response, I submitted my [redacted] reply again. This time I received a response from a second tier tech support agent named [redacted] requested my personal networking information via screen-caps. I supplied the semi-private networking information he requested (my IP address, ping/speed test results, ect.) and have yet to receive a response of any kind from Rockstar Support.

It is going on three months of dealing with Rockstar Games' "support" techs and I have yet to have my issue resolved. During these three months, I have downloaded and installed the five GTAO patches Rockstar Games have released. I've followed all the instructions they've supplied to troubleshoot the issue on my end. And, in addition to that, I have also started sending emails to the GTAO support email address. But they have never responded.

From this point, it is obvious that the Rockstar Support techs and, in turn, Rockstar Games, Inc. are no longer going to help me solve the problem I am having with accessing the save functionality of Grand Theft Auto Online. This is why I am contacting the Revdex.com. I just want to have access to all the game's functionality promoted by Rockstar Games. Inc. As of now, I do not. And, as of now, Rockstar Games, Inc. does not care.

Sincerely,

[redacted]Desired Settlement: I would settle for one of three outcomes:

First, I would take a full refund of $86.68, the purchase price of $79.99 plus New York sales tax of 8.375%. In return, I would send the defective game back to Rockstar Games, Inc.

Second, they can send me a physical replacement of the Xbox 360 version of the game. In return, I would send the defective game back to Rockstar.

Lastly, I would accept a download code to receive a digital replacement of the game via Xbox Live. In return, I would send the defective game back to Rockstar.

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.

Thank you for helping me receive satisfactory customer service from Rockstar Games, Inc.

Sincerely,

Review: Grand Theft Auto 5, Product did not match the advertised representation, portion of game was held back for two weeks only to launch incomplete effectively negating any potential for refund do to long wait before misrepresentation was shown, customer service has also been negligible with unhelpful messages but very little progress towards fixing problems, releasing a broken product after forcing people to wait for two weeks and then having another week and ongoing is unacceptable and should be considered false advertising and manipulation of return policies to ensure refunds are not available.Desired Settlement: Complimentary product to reimburse customers time and pain and suffering.

Business

Response:

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

Review: My complain is against their online gameplay. They are known for charging money for fake money in game. Well my complaint was about two online mission that pay out fairly generous amount if completed correctly. There lies the problem the missions trash talk and no hay bronca constantly fail without cause if the player uses missiles to finish the mission. Stealing all the money, time, and effort of all in the lobby. I brought this up to rockstar and they have been giving me the jerk around for over a week now.Desired Settlement: Just to fix the problem.

Business

Response:

The customer filed a support request that was difficult to understand due to what appears to be use of a translation program. With the additional information in his Revdex.com complaint, we now understand the customer is having problems completing two missions within the game and have sent instructions on how to properly complete them. We have reached out to the customer and will resolve the matter via support. This case should be closed in favor of the company.