Gamehouse RealPlayer refused to refund my subscription cost though I was completely unable to use their product and diagnosis of my computer proved the issue did not lie with me. Internet / International

Gamehouse refused to return my subscription fee after I had several serious problems with their product.

Initially I had access problems with the site which took several weeks to turnaround. Replies via email took several days and though the reply was ineffective to correct the issue, I was not allowed to readdress it for 7 days after I received a reply. This continued with each email--one request per issue per week. I finally figured out, despite their poor communication, how to resolve the access issue on my own.

Next I had download problems with my first game. I ended up purchasing that game outside of my subscription as my subscription access didn't work. I now had a subscription, according to Gamehouse, but I just couldn't download using it. But I was too impatient to wait to get the issue resolved using the crazy turnaround response on problems. However, the game I purchased outright would not open.

In my program list, under Gamehouse, I discovered that an additional had been downloaded with the one I purchased, without authorization. Neither game worked and neither game had an uninstall feature attached. My computer froze and crashed and it was only after diagnosis with my antiviral software that I determined my download had been infected with a parasite.

I attempted to download another game the next day. It downloaded successfully, but when I attempted to play it, it froze and my computer crashed again. After rebooting I deleted the game and cleaned my computer. I cancelled my subscription via email and requested a refund, since I had been unable to use my subscription at all.

Turnaround time was poor and I was told that I would need to cancel at the site, instead of by email. I did. A few days later I received a reply from RealPlayer saying that they had received my request. I later received a notice from RealPlayer that my subscription would be cancelled effective at the end of the month. At the bottom of the email I was given a number that I could contact. I did so and was rerouted to Gamehouse.

After a lengthy conversation, Gamehouse refused to return my subscription fee using the analogy that if I did not use my Costco subscription because I moved away, Costco would not have to refund my subscription fee. I replied that I successfully use my subscription to another gamesite without any problems whatsoever, and a diagnosis of my computer showed that there was no issue with my computer. I told them that if I presented myself at Costco to use my purchased subscription and could not get into the store, or could not use the products in the store, then surely Costco would refund my subscription. He simply continued to repeat the fact that he was helpless to do anything for me. Over and over again.

Sheila
Calgary, Alberta
Canada