Disappointed in Viatech

[jetpunk2000]

I posted this over at .400 regarding my TPF purchase and subsequent return:

"OK, I'm not having fun with this elicense process this time. I decided to return the game the other day, figuring I'd wait it out a bit more and see if the game is tweaked a bit more to my liking. I shot off an email to elicense requesting a refund. I decided today that I'd give the game another shot. So, I fire up the game and try to license it, only to get an error 10 "The Order ID is not valid because the transaction was not authorized." Now it's 4:15 pm ET, so I figure, let me call Viatech and get this straightened out. Well, to my surprise, Viatech seemed to be closed. Or they just don't like to answer their phones. So, here's what I'm assuming. They got my email requesting the refund, and have probably cancelled my license, but have not refunded my account yet. In my mind, that's bad business. I'm probably gonna purchase the game right away again, but I'm kinda disappointed in how this process seems to work. I know posting this here is kinda like shooting the messenger since .400 has nothing to do with Viatech, but i figured I'd vent. "

I probably shouldn't have been so quick to ask for a refund, but I didn't think I would have much time in the 7 day window to try it out, hence the knee-jerk return.

[kcchief19]

If the complaint is that ViaTech deactivated your license but your refund has not yet posted, that's more of a product of the fact that transactions are not processed automatically -- you can't expect ViaTech to issue the refund and see the money in your account 5 seconds later.

When I purchased and returned TPF, the purchase and refund were both credited to my account the next business day. That is the absolute best response you can expect, since most banks wil only post transactions the next business day and not same day. Of course, purchases will count against your credit limit/balance and refunds will not, but that's because banks are out to screw you. :)

In short -- that's not ViaTech's fault.

[jetpunk2000]

No, my point is that I havent even gotten an email informing me that they've even seen my request. If they did, then fine, but at least let me know that you're cancelling the license and you've gotten my request. I realize the money won't be refunded immediately, but in all honesty I don't know if it's a problem on their end, or if they cancelled the licenses.

[Daimyo]

So you want to cancel your license and still be able to play the game? Is that the gist of it?

Sort of reminds me of the Fedex commercial with the guy complaing that his package was delivered on time.

[jetpunk2000]

LOL...no actually I wanted to keep the game. I cancelled the license, but I decided what the hell, let me give it another shot. They won't refund you if there is an outstanding license, so that's not an issue. But when I went to relicense the game, it wouldn't let me. Just more of an inconvenience than anything else, but still, I would have liked some sort of confirmation. I was more confused by the fact that there was nobody in the offices at 4:15 ET.

[HeavyD]

I also returned TPF. I was satisfied in how they refunded my money, but you are right about the fact that they are hard to contact. If it is anywhere near 5pm or the weekend, you might as well hang it up from my experience. I don't think they like to answer the phone, the best way to get in touch with them is via email.

[jetpunk2000]

Funny thing is when Jim released FOF2 I rememeber having to deal with Viatech or whoever it was at the time and they were very easy to get a hold of, at all times. I remember calling at like 8pm one night to reset my licenses and they were there. Maybe it was a different company that handled FOF2, I can't remember.

[sabotai]

Digital River handled FOF2. You may the only person to have ever said anything nice about them. :)

[FBPro]

Odd, I've had all licenses dissappear on Sunday morning and contact them. By afternoon I'm playing again. Never had a tough time contacting or getting action from them.

[Ben E Lou]

Odd, I've had all licenses dissappear on Sunday morning and contact them. By afternoon I'm playing again. Never had a tough time contacting or getting action from them.My experience exactly. I've been able to contact Viatech at night on on weekends and get problems handled very quickly.

[jetpunk2000]

My experience exactly. I've been able to contact Viatech at night on on weekends and get problems handled very quickly.


Weird. I've sent emails and called and got nothing. Oh well. Not gonna concern myself since everyone has eventually gotten through to them. Thanks for teh thoughts.

[Godzilla Blitz]

I've had problems getting responses from them if I simply fire off an email to them. Someone suggested I open a new "support request" directly from their website, and when I contacted them that way, they got right back to me.

I think they jump on the support requests, but the regular email (or even replies to their emails that started out as a support request) gets shuffled off to nevernever land.