Complaint Review: PCGameSupply - Internet
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- Author Not Confirmed
- PCGameSupply Internet United States of America
- Phone:
- Web: PCGameSupply.com
- Category: Software
PCGameSupply Refused Refund, Bad Customer Relations Internet
*REBUTTAL Owner of company: Official Response from Company
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I currently live in Korea with my husband who is in the US Army. I wanted to purchase a game from EA's website but it automatically sends me to the Korean version and I was unable to navigate the site or purchase from them.
I found PCGameSupply.com and purchased the game I wanted from them. I felt it was a little weird that they verified your purchase with a phone call but really wanted the game so I went ahead with it. I received a phone call and the purchase was "approved" on their website within minutes. Good so far.
However, when I tried to download the game I was given a 5.1GB ZIP file with a 15 hour download time! I assumed it was just taking time to work itself up to speed so I let it go for a few minutes before realizing it wasn't getting any faster. I contacted the company and was told it was probably my internet. I don't have any problems with anything else so I decided the best course of action would be to just cancel everything.
When I purchased the game I was not given the option to accept any terms but when I asked for a refund I was told it is against their policy as I had already accessed the game! I assured them that I hadn't and offered to send screenshots of the download. I was still refused a refund.
I am currently trying to resolve my problem with Paypal.
This report was posted on Ripoff Report on 03/24/2011 11:34 AM and is a permanent record located here: https://www.ripoffreport.com/reports/pcgamesupply/internet/pcgamesupply-refused-refund-bad-customer-relations-internet-709703. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#1 REBUTTAL Owner of company
Official Response from Company
AUTHOR: PCGameInc - (Canada)
SUBMITTED: Wednesday, March 30, 2011
Response from Company:
Hello,
The phone verification process is in place to protect our company from fraudulent transactions; this type of verification is very common for digital good merchants. I am glad to hear that you received your phone call and your order was approved and delivered.
The PC Game Supply Game downloads are hosted and delivered by Akamai (www.akamai.com) the largest content delivery network in the world. The same network the Playstation Network and Xbox Live use to deliver their game content. The Akamai download network is the best available and we are sorry to hear your download speed was un-satisfactory.
Our refund policy does clearly state that after viewing your product activation key there are no refunds. Our refund policy can be reviewed by clicking Refund Policy in the footer of our web page. The reason your refund was denied was because we delivered your product, you viewed the activation key and started the download. The download speed of 15 hours is much longer than usual; however we do not guarantee Akamai's download speeds.
From all of the information you have provided we can confirm that you have received your order and it was exactly as described but you were un satisfied with the download speeds you were receiving from Korea. While we are sorry the download speed was not to your satisfactory, we still cannot issue a full refund simply based on the fact that you were unhappy with the download speed.
Thank you
PC Game Supply Management
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