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Bigfish gave me a problem exchanging a game

(20 posts) (10 voices)

Started 13 years ago by Michelle
Latest reply from Terri218

Michelle
Member

I got Wedding Dash 4 Ever from Bigfish back when it first came out on Bigfish which was months ago I know,but Gamehouse has a pack http://www.gamehouse.com/download-games/wedding-dash-chocolatier-four-pack You can't beat it. So I went to Bigfish today thinking they never gave me a problem doing it so they will exchange it and give me a coupon code to get another game. So I went into the chat and she gave me a problem. She said that it is the last time I will do it, because I am always getting packs from other sites. I said maybe if you got more packs in I wouldn't buy packs from other sites. She gave me a hard time, but they did it this time only. We will see about that. I thought the problem was going to be Gamehouse I ordered this http://www.gamehouse.com/download-games/chocolatier-decadence-by-design on realarcade when it first came out. I didn't expect gamehouse to do it, but I always try. Gamehouse did not give me any problem exchanging it and I got that well over a year ago on Realarcade.

So I think Bigfish is getting worse and there are other gamesites besides Bigfish. Maybe Bigfish should get used to that. I don't always have to order everything off them and besides that they have like only 1 bundle.

Posted 13 years ago #
BuBBy
Teh adnim

The policy on Steam - if you purchase a pack that includes a game you already own - you just "lose" the duplicate game. You can't even give it to a friend. As for getting a refund on the game you already own, "Not a chance".

Generally developers won't bundle games until the game has been out for a while and sales have dropped off - so you won't see bundles of games that include new release titles. One exception to this that I have seen - sometimes they offer an older title for free, if you pre-order an upcoming game.

Considering you are asking Bigfish to refund a purchase because you decided to later purchase the same game in a pack from someone else - I'd say BigFish have no obligation to refund anything.

Perhaps their attitude could be improved a little - but I think from what you have described (if I understood your post correctly) you are being a little unreasonable expecting a refund or exchange under those conditions (especially if the original game was not faulty or misrepresented in any way).

Demanding a refund only for the reason that you found an alternative deal some months later from a competitor isn't what I'd call reasonable.

Posted 13 years ago #
Michelle
Member

Reasonable or not I am mad, especially since they done it before. They never had a problem doing it before till now. Not to mention the fact they don't have any bundles.

One time when Gamehouse said they couldn't do it a while ago. I told them about Bigfish doing it for me and Gamehouse said that Bigfish can do it because it is in their policy they can.

Bubby I don't use Steam. Bigfish can and have done it in the past. What did their policy change?

Edit: I can't make sense of this

"This is Alisa again from Seattle. I just wanted to follow up with you and issue you a coupon code to replace Wedding Dash 4-Ever.

I just wanted to make sure that we are on the same page about your game orders. While we certainly want to be as understanding as possible, since games are ordered from Game House after you have already purchased the game from us. We no longer will be able to issue replacement coupons for games that were ordered with coupon codes issued by representatives to make up for Game House game orders.

We will still be able to issue you full refunds for the games that were ordered using your credit or debit card, and we'll also be happy to refund Game Club credits that were used to redeem your game."

So what has changed? What do I just say could I have my club credit back? It is a coupon code too! It sounds like nothing has. It sounds like just what you ask for.

Posted 13 years ago #
Michelle
Member

If the pizza is not eaten I don't see why they wouldn't exchange it.

But that is not the point the point is they could do it and have done it before. I think what they are saying is they are not going to give me a coupon code. They will refund but not with a coupon code.

Posted 13 years ago #
Dragonlair
Member

I agree with the others, Michelle. It is unreasonable to request any kind of refund if the only reason you want it is because you can find it elsewhere. If it was right away, you may have a point but not months later.

For food - for safety reasons, you CANNOT return it - eaten or not. That is an extreme example. That would be like me wanting to return something I purchased from Amazon for the sole reason that I found it cheaper elsewhere 6 months later. (Amazon has a 30 day return policy). It's not fair to them.

You have had the enjoyment of your purchase from Big Fish for months and now want them to give you that enjoyment for free! That is unfair and is cheating them!

Posted 13 years ago #
Terri218
Member

Within the last 2 weeks, 4 of the games I bought from BFG in the Nov. sale have been added to Shockwave where I have a membership. I'm not happy I bought those games that I can now play for free from another site but I guess that's the luck of the draw. The answer is to stop buying games from BFG and hope they show up on Shockwave or Gamehouse.

Posted 13 years ago #
Michelle
Member

"It's not fair to them."

I disagree. It is not like you asked for your money back. No one looses. You get your free game and Bigfish gets to keep the money.

"You have had the enjoyment of your purchase from Big Fish for months and now want them to give you that enjoyment for free! That is unfair and is cheating them! "

I am not asking for free room and board. I do pay for Bigfish. You can't use the bigfish club chat unless you pay or with a trial. No, I am not asking Bigfish to pay my monthly fee. I was simply asking for a game exchange that I made several months ago that yes I paid for with my credit. How is that free? Please explain.

"For food - for safety reasons, you CANNOT return it - eaten or not."

I already have. Ice Cream years ago. My brother works at a grocery store. I will ask him that, but I think you are wrong because I have.

I wouldn't leave Bigfish. They gave me what I want. I just have to ask differently next time.

Posted 13 years ago #
BuBBy
Teh adnim

Sometimes a store will exchange, just because the customer is being "difficult" and they would really like the problem to just "go away" (even though technically they have no legal obligation to exchange).

When the customer thinks this can be repeated over and over - bringing back the exchanged item for another item - they will probably say "enough is enough".

We no longer will be able to issue replacement coupons for games that were ordered with coupon codes issued by representatives to make up for Game House game orders.

This sounds like you purchase "A" - then months later went back because you decided to purchase a package "A+B" from a competitor. They kindly (though the didn't have to) issued you a coupon that you exchanged for "C" - now later you have found a package "C+D" you are wanting ANOTHER coupon. They are saying - "sorry, we are only going to do this the once per purchase... you can't work your way through the entire alphabet having only made one purchase from us".

You have played the game, and obviously enjoyed it (you are purchasing a package with that game in it also). Imagine if you were trying to pull the same stunt with movies - you buy a movie, watch it, then return it wanting credit for another movie, which you purchase, watch and return, and want credit for another movie....

*face-slam-keyboard-repeat*

Posted 13 years ago #
Campy
Member

After following this debate for awhile, I would just like to say that I for one can relate to both perspectives. It is easy to come up with lots of examples (as some of you have done) where this sort of service would not be provided. The point has been fairly made that you wouldn't normally expect this sort of service.

On the other hand, BFG tends to provide excellent service and has provided this service in the past. This type of excellent service has helped them to win and keep many loyal customers including Michelle. They have even provided the service this time. However, the difference this time is that the employee Michelle chatted with gave her a hard time about doing it and changed the customer experience. Despite the problem this time, Michelle is at least for now continuing as a customer and that includes paying a monthly fee which is something different from many of the other service examples cited.

I don't blame Michelle for being disappointed at not receiving the service she has come to expect from BFG and it will be her decision about whether she continues to buy from them in the future based on her perception of their value and ongoing service. On the other hand, while not unique, this type of service is unusual, which makes it hard to relate to as an expectation.

Posted 13 years ago #
copmom
Member

After reading the above, I personally think that there normally is a time limit for making changes, or exchanges. Oftentimes stores (for example) state if you find it cheaper somewhere else, they'll refund the difference.. just to keep the customers happy. BUT, there usually is a time limit attached to that. These places are in business to make money, and it doesn't pay for them to extend exchanges or even refunds for an unlimited time! If I find something cheaper at Home Depot (for example), and Lowe's has it too.. they will honor the other stores pricing. But you can't and shouldn't try to get back or return something after you've had it for a couple of months. You need to shop around and see what their competitors offer before making your purchase!
An example, we bought a riding mower from Lowe's several months ago. The very next day they offered free delivery which we didn't get! Spoke to the store manager, and he did make that good and credited us the delivery charge. If I tried this a month or so later, I would NOT expect him to honor that.. it's just not good business!

Posted 13 years ago #
Tailteann
Member

The one thing I expect from BFG, well, maybe the only thing these days, is great customer service. And I think they've gone above and beyond here.

I think you might have gotten a less then rapid response because the reason given was both unusual and fair to say unreasonable....whether you agree or not, the fact remains. My late uncle would've called it chutzpah, lol.

Given the CS Rep requested a clarification from you after the fact, I would not be surprised if she were required to make a notation about this transaction on your account because it might give the appearance that you're trying to advantage of their CS policies. As you've done this before, I'd say the previous experience was not precedence but an exception and still an example of what's good about BFG CS.

This is just my opinion and I've nothing against going for it, as you feel justified; in an instance like this one, I personally would not. ;)

Posted 13 years ago #
Terri218
Member

The thing about BFG CS is that it is very unpredictable and really depends on which rep you get. Sometimes their attitude is "too bad" and they are less than helpful. Other times they give you a game credit just for contacting them about something. You never know In the past I have often had to contact 2 or 3 reps to get the service I expected from the first one.

Posted 13 years ago #
Michelle
Member

Thanks for the input Terri.

Tal a policy is a policy wether or not you are taking advantage of it. If they don't like it they should change their policy like Gamehouse doesn't have that policy. So I didn't expect anything from them, but I tried anyway. Sometimes you get lucky and get a customer support representative that just wants to make you happy.

Posted 13 years ago #
BuBBy
Teh adnim

Perhaps it would help if you posted a link to this policy from their site, so everyone can read how it is supposed to work (in words by BFG).

I suspect if they have a published policy on their site, it is not the same as what you are trying to do.

We no longer will be able to issue replacement coupons for games that were ordered with coupon codes issued by representatives to make up for Game House game orders.

Posted 13 years ago #
Anonymous
Unregistered

I'm inclined to agree with Michelle to a point. If a game is purchased at full price from BigFish or using premium points/vouchers and the same game appears very soon afterwards either free or as part of an inclusive membership of another site making it game for game very much cheaper, then it isn't really fair of BigFish to insist on it's rights when in fact the customer feels cheated. It's certainly not good customer relations and in the long term might lose BigFish many customers. It would certainly be a lot fairer if games issued by BigFish at full 'price' weren't released elsewhere for a considerable period of time afterwards, at least not at knock down prices or worse, free.

Posted 13 years ago #
Tailteann
Member

That's true Terri, about BF and most other larger CS depts. Don't get me started on Dell. I've contacted BFG CS quite often and have been lucky for the most part. I have gotten a refund or two when a game didn't work on my system (and even had the option for a refund offered before we tried to find the reasons and fix it).

Michelle, I believe your sincerity, I was offering a perception from a business perspective and how that employee might in fact be held accountable for her actions at the end of the day. I think personally her desire for clarification as a good thing, as you should both be on the same page. :)

Posted 13 years ago #
Robert
StrayCat

I sympathize with Michelle's feelings of disappointment...but she did mention she got the game months before the Gamehouse pack was released.
So I agree with BuBBy we all should have a look at BFG's policy first.
Reading the facts I'd rather call it a courtesy of BFG should they consider to give Michelle a free ride after all,on an exceptional basis.

Posted 13 years ago #
Michelle
Member

I wouldn't call it a free ride. I exchanged a game many months ago, but I still paid for it.

Yes, I found a pack many months after that had the game in it. Gamehouse is really good for package deals, bigfish on the other hand is not. I do not know why Bigfish doesn't get packs in, but they don't.

Posted 13 years ago #
Anonymous
Unregistered

http://www.gamehouse.com/forums/support-forum/new-game-purchaded-id8026

I brought a game yesterday and do not like it. Can i exchange it for another game YES ?

may be not like it if you do it all the time,

You said So I went into the chat and she gave me a problem.
try a he may be better ?

Posted 13 years ago #
Terri218
Member

One thing I do not like about BFG and I have raised this point with them, is their use of the term "Exclusive". I have found many of their supposedly "Exclusive" games available on other sites and I think it is false advertising to claim they are the only site offering it. I am talking about legitimate sites like GH or Shockwave, not torrent sites.

Especially now that I have a Shockwave membership, I only want to get BFG games that are truly exclusive to them but I don't trust their description.

Posted 13 years ago #

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