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The terrible service from Gamefly to former D2D customers.
Fyendiar
Member UncommonPosts: 250
As many will most likely know Gamefly recently bought Direct2Drive and "included" it into their own service. The problem however is that even though we now finally can see all prior pruchases on their website, almost none of the games have been included in the client which is required to download those games!
I have about 30+ games that I bought from Direct2Drive over the years, 2 of those now show up in the client. At first they said it may take weeks, but today we got this email:
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Dear Direct2Drive Customer,
Thank you for being a loyal Direct2Drive customer. We understand your concerns and appreciate your continued patience as we complete the transition to GameFly. Please be assured that we do have an accurate record of your prior Direct2Drive purchases. To verify this, please visit your Purchase History on the GameFly website.
We are moving as quickly as possible to add all Direct2Drive titles to the GameFly Client, and plan to have the majority of the D2D game library transferred to the client within the next few months. We're sorry if the set of emails sent prior to the transition regarding downloading your games were unclear or you missed them. We know your games are very important to you, and we are focused on making all of your past game purchases available to you as soon as possible.
As a token of our appreciation for your business, we've attached a 20% off purchase coupon to your GameFly account. This coupon will discount all digital purchases made on your account through April 30, 2012 - you'll just need to select it in the GameFly Coupons dropdown at checkout. We look forward to serving your gaming needs and providing you with an excellent gaming experience. We continue to work hard to build your trust in GameFly.
If you still have any questions, please contact our Digital Support Team, and we'll gladly review your account with you individually.
Sincerely,
Sean Spector
GameFly Co-Founder
E-mail: digitalsupport@gamefly.com
Online Help: www.gamefly.co.uk/support
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Yes it says it is going to take months. Months! So I send them this email:
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From the email I just got from you:
“We are moving as quickly as possible to add all Direct2Drive titles to the GameFly Client, and plan to have the majority of the D2D game library transferred to the client within the next few months.”
Serieusly? It may take months to do what you should have done before closing down Direct2drive.com? The first comment that it would take weeks was already unacceptable. There is a saying in the Netherlands which translated is this: “Do not throw away your old shoes before you have new ones!” Yet that is exactly what you did! I’m sorry, but giving me a coupon to get a discount while you just removed almost all credibility as a company is insulting! How can I have trust in a company that gives such terrible service? I loved Direct2Drive, but I doubt I will ever spend a cent at Gamefly because of this disaster.
You should be ashamed of yourselves!
- A customer that is tired of seeing a full list of prior purchases on the website and only two of those in the client.
---
What do you guys think of this kind of service? Do you consider it acceptable? Many are now customers of Steam, would you accept this kind of service if another company bought them up? I hope many others will send them an email like this since I have never been this disgusted with a company's customer service!
Comments
that really sux, they could easily add the D2D game library to Gamefly in less time.
Now pleas answer me something because im very confused... I tried to register an account to Gamefly and it asks for a payment method so im assuming you have to pay for your account (and services) of gamefly.... my question is this, do i have to really pay for a gamefly account even if i just want to download the games i already bough at D2D before?
Im confused about that and i have no intention of paying for Gamefly services when i only want to re-download the games i already had from D2D
edit: i didnt see any option to create a free user account at gamefly, tahts why i ask
Customer Service reps can only do what they are told they can do by the management. Direct you anger towards the decision makers like Sean Spector and the stockholders (if any) and not the individuals who are your first contact with the company. You should be trying to get those people on your side so they can represent you to the rule makers.
Honestly, 20% off new purchases for 2 months is pretty cool. Do you tend to uninstall your games then redownload them from D2D? I could see that being a pain, but you can save a good chunk on new titles to pass the time until you can DL the old ones you had uninstalled then wanted to reDL.
Someone please make a good MMO.
If you were a Direct2Drive customer your account has been transfered to Gamefly and you should only need to reset your password, if they ask for payment option something has gone wrong and you should contact their customer service and pray to all the Gods you can think of that they help you.
I got a new computer just after D2D was taken offline so I did not have any of the old games on my computer. I didn't own an external drive so downloading them all upfront was no option either. The 20% off is useless to me since I do not intend to spend a cent on a company that can't even handle this transfer right. They do not deserve anything after this. Also, but not sure about this, I think they only accept creditcard payments and I do not own one of those and do not intend to getting one. Here in the Netherlands credit cards are not as common as in the States. So if this is correct I couldn't even buy something if I wanted to.
I don't blame Joe behind desk number 27, I blame the company. I used the email adres given by the mail that got me so angry and forgive me if I am wrong, but the customer service reps are the wall around those in control. A wall made to catch and react to the complaints. If you can't go to customer service with your complaints then there is no customer service worth mentioning.
All I needed to do was to sign in to Gamefly with my email address that I used for D2D account and change my password,I didnt have to pay for a Gamefly account.All my D2D purchases are in my account history on Gamefly now.
I am not a D2D customer. I thought of getting games from D2D before but never bought them, but im curious about it and i have friends who were D2D customers and are kind of stuck with my concern too.
From your answer i can deduce that if your a previous D2D customer you wont need to pay monthly for Gamefly subscription unless you choose to? That should be an option for New users too which i didnt find on their website.
We all received several emails for two months before the transition telling us that they will make the best effort to avoid any issues but strongly urging everyone to download their games. That's plenty of time to download them and back them up onto USB, CD, DVD, etc.
From the 21 December 2011 email:
There are a couple things you can do now to ensure a smooth transition:
1. Download your favorite game purchases from Direct2Drive. We plan to have as many game files as possible available on GameFly. Just to be sure, please download your old game files before the transition.
2. Download all of your non-game files (like Prima Guides). These will not be available on GameFly after the transition.
Are you saying you have no backup system of any kind? If so, then not having some games you bought four years ago is the least of your issues right now.
There isn't a "right" or "wrong" way to play, if you want to use a screwdriver to put nails into wood, have at it, simply don't complain when the guy next to you with the hammer is doing it much better and easier. - Allein
"Graphics are often supplied by Engines that (some) MMORPG's are built in" - Spuffyre
I'm not saying you're wrong. Fortunately the only thing I bought from them was basically a license key to an MMO. I can get that software anytime elsewhere.
This scenario of Direct 2 Drive being bought by someone else is exactly why I didn't do other business with them. I prefer having a disc sitting on my shelf for the next ten years instead of relying on the availability of some third party floating in the Cloud.
I did not own a backup system, I do now, but for a transfer like this it should not be needed in the first place. They should not have taken down direct2drive.com before they transfered all games to the new system. I expected a few days downtime, not weeks and definately not months as they claim now!
Me not having a backup system does not make their failure any less terrible. Btw most of those games were bought the last year, not 4 years ago, but that is besides the point.
True, this debacle makes me wonder if I should give up on digital purchases all together and go back to the old DVD system.
i remember getting an e-mail off d2d explaining that i would'nt be aqble to d/load my games once transfer took place..it sux big time.
THey also sent out a warning email before the transition asking everyone to download their games just to be sure they had access before the changeover. I downloaded all the games I thought I might want to play over the next few months.
Not sure you can pin this all on them. I agree though that "a few months" is not what they said would happen. . but the did warn you.
Wa min God! Se æx on min heafod is!
I was actually fortunate enough to not have been able to purchase games from D2D ever. They would never accept any forms of payment from me, two credit cards, paypal. It was very strange. I tried many times, and finally contacted them last year. They told me to contact my bank, even though I was using two different bank cards lol. I did contact my main bank and was told it was a vendor propblem....so yeah. I did receive some emails about the transitiion, back up your games, we cant guarantee you can d/l them again blah blah...
I do however have like 150 games on Steam and never had a single issue with payment. There is one thing I don't have to worry about too much, Valve is probably not going to be bought out by anyone soon. Sorry for you guys who did buy stuff from them, annoying you can't access the games you paid for.
The only thing I pin on them is that they completely missmanaged the transfer. If they had used half a braincell they would have moved all the D2D they could over to the Gamefly servers before taking down the old websites and the only thing they had to do then was to update the Gamefly client. If they had done it this way the downtime would have been hours at the most and not months.
I am not worried that I won't get my games, they are in the purchase history and in time I will get acces to them again. They warned us to download the old games, I didn't download any old installs because I did not expect them to mess things up this terribly. A few days downtime would have been annoying, but acceptable. A few months is not. Not that I can do anything about it...
From a business viewpoint it is bad as well since I think this will make a lot of former D2D customers distrust them and shop somewhere else.
You could be in my situation I had a gamefly account but at the time we had these Bastard theives in my area. They would steal Netflix, Blockbuster & gamefly envelopes out of peoples mail.
I had two games stolen out my box and Gamefly suspended my account. I didn't think much of it until I read about the D2D purchase.
Once I put in my Email after the merge Gamefly recognized my account info and locked my account with all of my game purchases from D2D.
I can no longer purchase or re-download my games. Thankfully I've beaten all of them and there were only about 7 games on my account, random crap that Steam didn't carry that I bought on the cheap.
Playing: Nothing
Looking forward to: Nothing
I ended up with 6 out of maybe 25 games... Gamefly won't have to worry about getting any of my future business.
True enough. I also am not into the "sales" and games offered on gamefly at all. I am no computer wiz but if they have the purchase history already active this should have been a smooth transition. I am actually not planning to use the service anymore. I like www.gog.com and steam although it does freak me out a bit having a company "own' all of my games.
Wa min God! Se æx on min heafod is!
I think I bought DC online from them nothing else.
Same situation here, bought several games through D2D that Gamefly isn't offering.
Also, I really don't like the layout/functionality of the Gamefly website. Their screenshot utility is pretty bad, I haven't bothered downloading their client.
I think I'll stick with Steam.
I bought a add-on to Tropico 4 from them. It's been 3 weeks and they still can't figure out why it won't download.
Hedonismbot: Your latest performance was as delectable as dipping my bottom over and over into a bath of the silkiest oils and creams.
It's been a month since the D2D->Gamefly transfer, so a small update on how it's gone for me so far.
These games I bought at Direct2Drive and got transfered to the Purchase History of Gamefly's website (if any games did not make that part of the transfer it's games I forgot about) and only those underlined and bold are now available for download:
Fable 3
The Witcher 2
Two Worlds 2
Alpha Protocol
Back to the Future Ep1: It's About Time
Back to the Future Ep2: Get Tannen!
Back to the Future Ep3: Citizen Brown
Back to the Future Ep4 - Double Visions
Back to the Future Ep5 - Outatime
Neverwinter Nights 2
Neverwinter Nights 2 - Mysteries of Westgate
Neverwinter Nights 2 - Mask of the Betrayer
Neverwinter Nights 2 - Storm of Zehir
Star Wars: Knights of the Old Republic
Anno 1404 Gold
The Sims Medieval Limited Edition
Rift Digital Collector's Edition
DC Universe Online
Monkey Island 2 Special Edition
Monkey Island: Ch1 - Launch of the Screaming Narwhal
Monkey Island: Ch2 - The Siege of Spinner Cay
Monkey Island: Ch3 - Lair of the Leviathan
Monkey Island: Ch4 - Execution of Guybrush Threepwood
Monkey Island: Ch5 - Rise of the Pirate God
The Settlers 7: Patchs to a Kingdom
Stalker: Shadow of Chernobyl
Grand Theft Auto IV
Dirt 2
Overlord
Overlord 2
Star Trek Online Digital Deluxe Edition
Prototype
Majesty 2: The Fantasy Kingdom Sim
Dragon Age: Origins Digital Deluxe
Mass Effect
Bioshock
So 36 games/expansions show up in the purchase history and only 4 can be downloaded through their client. Luckily some of them I can download elsewhere, but this is terrible customer service.
Mind you, this is a month after the transfer. A freakin' month! How long do I have to wait still? I doubt they will make it before the end of april at this rate...
I hope many others are having better luck than me.
My thoughts exactly ive only disk on myselfs that have actually still code on it and dont need to be registered anymore on steam or origin i can play them for eternity or install uninstall whenever i want.
Cloud you pay but never get code noway i gonne do this it prolly result in not being able to buy games anymore but what i pay for is mine on a disk on my shelf period.
Got 87 games boxes all on my shelf 3 games on steam skyrim-trine 1&2(got box but code is not on disk i think had to dl it through steam) i realy hope vavle dont go broke and lose those games hehe.
Hope to build full AMD system RYZEN/VEGA/AM4!!!
MB:Asus V De Luxe z77
CPU:Intell Icore7 3770k
GPU: AMD Fury X(waiting for BIG VEGA 10 or 11 HBM2?(bit unclear now))
MEMORY:Corsair PLAT.DDR3 1866MHZ 16GB
PSU:Corsair AX1200i
OS:Windows 10 64bit
Time goes by and by...and by...and still near no progress. Well they did finally add one game, so now I have access to 5 out of 36. Too bad it is a game I already could download through Origin so in my case no progress.
Decided to send another email asking how long it's gonna take and they gave me the same "may take several weeks" BS they have given us for months now and a 20 pound voucher I can't use because with each purchase you need to enter your credit card info before getting to the page to use the voucher and as most dutch people I do not own one and never will.
I am so sick and tired of the way they are "handling" this.
Has anyone seen some real progress from Gamefly yet?