Digital Game, service unavailable, Refund?

Frustrated101_2

Hi there,
I have a question regarding my rights to a refund on a computer game that I recently purchased but cannot access.

On the 29/3/14 I pre-purchased a digital copy of an online multiplayer game directly from the provider’s website. The reason I bought the product when I did and from where I did is because they offered 5 days early access to the game.

Early access to the game started at 12pm GMT 30/3/14. I attempted to access the service at this time but was unable to do so. On contacting Support I was informed that “A network proxy bug exists...expect this to be fixed within the next few weeks..."

It is solely this bug (a fault with their product) that is denying me access to the service I have paid for. Having partaken in several Beta tests of this game I know it is not my equipment/lack of know-how that is causing the issue.

Due to how the payment of this service is set up, I paid the one-off fee of £49.99, which purportedly gives me access to the game for 30 days (+5 days early access). The longer the company takes to resolve the issue in this 30 day period, the less time I will have to actually use the product. The 5 days early access (the reason for making the purchase when I did) ends tomorrow at 12pm. I have missed out on 4 days already and am unlikely to gain access within the next 24 hours.

I deliberately ordered the game directly from the company website specifically because it would allow me an extended period of early access. Had I know there was a possibility that this service would not be available, I would have postponed my order until the company resolved the accessibility issues.

Despite this being an International company, their T&Cs state that residents of the UK make payments to the European branch of their company, which is “...registered under the laws of England and Wales...”



My question is: Am I entitled to a refund either due to the service not being provided in a timely manner or due to the product being faulty i.e. The bug? If so, is it the Supply of Goods and Services Act 1982 that I should be quoting in my correspondence with the company? Or is there another Act I should be quoting instead?

Many thanks

unholyangel

ESO by any chance?

I take it when you typed 30th april for early access it was a typo?

visidigi

Frustrated101 wrote: »

Hi there,
I have a question regarding my rights to a refund on a computer game that I recently purchased but cannot access.

On the 29/3/14 I pre-purchased a digital copy of an online multiplayer game directly from the provider’s website. The reason I bought the product when I did and from where I did is because they offered 5 days early access to the game.

Early access to the game started at 12pm GMT 30/4/14. I attempted to access the service at this time but was unable to do so. On contacting Support I was informed that “A network proxy bug exists...expect this to be fixed within the next few weeks..."

It is solely this bug (a fault with their product) that is denying me access to the service I have paid for. Having partaken in several Beta tests of this game I know it is not my equipment/lack of know-how that is causing the issue.

Due to how the payment of this service is set up, I paid the one-off fee of £49.99, which purportedly gives me access to the game for 30 days (+5 days early access). The longer the company takes to resolve the issue in this 30 day period, the less time I will have to actually use the product. The 5 days early access (the reason for making the purchase when I did) ends tomorrow at 12pm. I have missed out on 4 days already and am unlikely to gain access within the next 24 hours.

I deliberately ordered the game directly from the company website specifically because it would allow me an extended period of early access. Had I know there was a possibility that this service would not be available, I would have postponed my order until the company resolved the accessibility issues.

Despite this being an International company, their T&Cs state that residents of the UK make payments to the European branch of their company, which is “...registered under the laws of England and Wales...”



My question is: Am I entitled to a refund either due to the service not being provided in a timely manner or due to the product being faulty i.e. The bug? If so, is it the Supply of Goods and Services Act 1982 that I should be quoting in my correspondence with the company? Or is there another Act I should be quoting instead?

Many thanks

Before you start quoting things, have you actually asked them for a refund and have the refused? Have they offered to extend the game play for the number of days it takes them to fix the issue?

Have the even been in correspondence with you over the issue?

Frustrated101_2

Not a typo, 30th April is correct for 5days early access. It is stated on the return email I received from Support.

visidigi

Frustrated101 wrote: »

Not a typo, 30th April is correct for 5days early access. It is stated on the return email I received from Support.

Its the 3rd of April today?

Frustrated101_2

@visidigi
Two days ago I requested either a full refund if I could not access the service within a specified time period or some form of recompense for the time lost. I have yet to hear back from them regarding this issue.


At this point they could only give me extra days of gameplay; they can not compensate me with further early access, which is what I bought.


At this point I have lost faith in this company due to a). The above issue and b). Their poor customer service. So I would now prefer a full refund and to cut all ties with them.

Frustrated101_2

visidigi wrote: »

Its the 3rd of April today?

Indeed it is


Yes the 30/3/14 is the correct date