refunds
Latest
Warhammer Online offers partial refunds
With Warhammer Online's closure tomorrow, some of the players will be entitled to a partial refund for money spent during the past few months. Those who qualify for a refund will include those who had paid game time on their accounts on November 1st, including credit card payments and game time cards. Mythic will also be refunding unused purchased game item codes. These refunds will begin tomorrow but could take up to 90 days to process. In the case of credit card purchases, Mythic will automatically refund the money back onto the account. For cards and codes, Mythic is asking those who qualify to contact customer support to arrange a refund method (we suggest a shady back alley hand-off between a Mythic employee and you).
The Daily Grind: Do sunsetted games owe us refunds?
When Tiny Speck announced last week that Glitch would be shutting down come December 9th, the studio simultaneously did something that few closed MMOs do: It offered complete refunds for past subs. Sure, some companies have offered free game time or bonus cash-shop currency for their other games, but that's usually small consolation. NCsoft grudgingly provided refunds for unused timecards and long-term recurring subs when it set City of Heroes' closure date, but virtually no one provides a complete refund of all the subscription money you ever paid for the game. On Black Friday, it seems as if half the world is out shopping, looking for a good deal and with money on the brain, so today's an appropriate day to ask: Do sunsetted games owe us refunds? And if you were offered one, would you take it? Every morning, the Massively bloggers probe the minds of their readers with deep, thought-provoking questions about that most serious of topics: massively online gaming. We crave your opinions, so grab your caffeinated beverage of choice and chime in on today's Daily Grind!
Glitch closing down, cites limited audience
The word is out and it is sad: "Glitch is over." Tiny Speck delivered the shocking news today, saying that the 2-D browser title will be closing forever on December 9th. The team said that it is "heartbroken" to have to announce this, and apologized for letting its fans down. Apparently, the game simply could not find a critical mass large enough to be financially viable. The developers explained it simply: "Unfortunately, Glitch has not attracted an audience large enough to sustain itself and based on a long period of experimentation and our best estimates, it seems unlikely that it ever would." While Tiny Speck will continue with a smaller team working on other projects, many of Glitch's developers are now looking for work elsewhere. The studio posted a closure FAQ that included reasoning behind the shutdown and information on how to obtain refunds for money spent on the game. [Thanks to everyone who sent this in!]
Victorinox offers refunds for secure USB drives in light of discontinued software updates
Software support and security certificates are coming to an end for Victorinox's line of secure USB drives, but the firm announced on Facebook that it's offering customers full refunds until December 31 if they'd like to return their products in light of the developments. In order to avoid losing data, owners of the flash drives should perform a backup before the encryption application meets its untimely end on September 15th. However, files stored on non-encrypted areas of the device will remain accessible without further action. The Slim, Secure and Presentation Master storage sticks can still be used as run-of-the-mill thumb drives after the cut-off date, but the Swiss Army Knife maker's application will no longer be able to scramble or unscramble their contents.
Bounty Bay Online shutting down
After five years of operation, it's time for the good ship of Bounty Bay Online to pull into port and never set sail again. The game has announced that it will be shutting down in the near future, with the servers currently scheduled to go dark on September 20th. No specific reasons have been given for the shutdown, although the announcement does make note that the years of operation (and several management changes) took their toll on the game. Client downloads are already disabled; the community team is planning events for players sticking with the game during its last weeks of operation. Players who purchased items from the game's cash shop recently will also be compensated accordingly, although exact details have not yet been announced. It's a sad day for anyone in love with the game or simply fond of a broad MMO landscape, and we can only hope that the development team moves on to bigger and brighter projects.
With Bento update, lack of App Store upgrades is front-and-center again
FileMaker released a meaty update to the iPad version of Bento on June 19, pushing it from version 1.15 to 4.0. But with this comes a move previously seen with Tweetie 2 before it became the official Twitter app: the original Bento was pulled from the App Store after a few hours of overlap, and replaced with a discounted Bento 4 until the end of July. While paying $4.99 for a $9.99 app is a good deal, it doesn't help those who paid $9.99 for the older version of Bento on June 18, June 16 or any time within the past month or so. Not only is the software instantly out of date, but with the original Bento pulled from the App Store, there will be no further support for it. This is something Instapaper's Marco Arment points out in a response to a Macdrifter article on it. "The other problem with this approach is that it makes it impossible to issue bugfixes or other minor updates to the previous version without making it available for sale publicly, which would lead to some new customers inadvertently purchasing the old version and being quite unhappy about it," Arment said. Indeed, the first review under the new Bento 4 for iPad is by someone who inadvertently purchased the older Bento during the brief period of time both apps were on the App Store at the same time. Arment and others point out that it highlights one of the biggest flaws still in the App Store: the inability to offer free upgrades to those who buy the previous version of an app within a certain amount of time after its initial purchase. When I bought my MacBook Pro on Tuesday, the Apple Store specialist told me that I would get an email with a code that will enable me to upgrade to Mountain Lion for free when it comes out next month. If Apple can find a way to do that for its major OS upgrades, surely it can figure out a way to do it in the App Store. FileMaker is going about this in the best way available to them. They're offering the new Bento for a reduced price for roughly six weeks, giving existing users a chance to upgrade at the lower cost. However, you have users that fall into the upgrade gap: they just spent $9.99 on original Bento and are now being asked to pay $4.99 more. Sure, that's not much money in the overall scheme of things, but it's a kick in the foot. What can someone do about it? AgileBits' (and former TUAW writer) David Chartier suggested to me on Twitter to file for a refund. If you've purchased the original Bento in the past month, it's worth giving it a shot. One customer who complained of this in FileMaker's forums was urged to contact FileMaker's customer support. You can try there or give it a shot with Apple. Try with the developer first, however, and see what they have to say. What should be done about it in the future? There's got to be a way for Apple to implement some sort of upgrade for recent purchasers of an app. One way could be to offer upgrade codes to developers. They would require a user to screenshot the date of purchase, send it to the developer, then get a redemption code for the upgrade. How would you implement App Store upgrades? Let us know in the comments.
Korean government raids Blizzard over alleged Diablo III wrongdoing
Blizzard is on the hot seat as the Korean Fair Trade Commission raided the studio's Seoul office to gather evidence as to whether or not Blizzard violated the country's law. The FTC performed the raid due to allegations that Blizzard is refusing to refund players who purchased and were attempting to return Diablo III. Dissatisfied customers who couldn't log into the game were denied a full refund by Blizzard, which said that it was under no obligation to do so under the game's contract. The studio claims that it has a strict policy of "no refunds" in the country if a product is used. The players turned to the FTC for help, and the commission responded by launching an investigation. The investigation will sort through the seized documents and evidence to see if there is a possible violation of Korea's electronic commerce and commercial contracts law. The FTC confirmed that it had received "many complaints" from Diablo III players but did not comment further on the investigation. Blizzard has since vowed to increase server capacity but is not budging on the refunds.
Kickstarter talks to us about product 'pre-orders,' won't force refunds when creators flake
Kickstarter has proven an incredibly effective venue for connecting project creators with monetary support -- inventors pitch directly to consumers, indie filmmakers meet indie producers and food trucks get the financial push necessary to take their restaurants to the road. With the latter two, backers don't necessarily expect goods in return, save for an overvalued t-shirt, bumper sticker or film credit. When it comes to electronics, however, funders are often promised a first-off-the-line gadget -- one that may never arrive at their door. One oft-overlooked, yet critical detail should help curb expectations, while also serving to filter out pledges that are motivated by the pre-order promise, from those that offer financial support without a guaranteed return. Like it or not, all transactions fall into that second category. Pre-order offers may go unfulfilled, and some pledges may be reduced to donations, if a project creator ends up unable to deliver an item as intended. And such situations may not prompt a refund, souring the experience for an increasing number of hopeful device owners. Join us past the break for an explanation from the Kickstarter team, and a closer look at some recent examples.
Apple offers Australian iPad buyers a refund
Apple is now offering refunds to Australian customers who are not satisfied with iPad because it is not 4G, says a report in the Sydney Morning Herald. Apple is selling the device as the ''iPad with WIFI + 4G'' because it operates on LTE networks in the US and Canada. Australian carriers Telstra and Vividwireless, however, have 4G networks that are not compatible with the iPad's 4G technology. This is confusing to customers says consumer watchdog group ACCC, which filed a legal complaint against the Cupertino company. Besides issuing refunds (and yes, you have to return the iPad to get a refund), Apple is also replacing signage at Australian Apple stores. The new marketing materials will now read "This product supports very fast cellular networks. It is not compatible with current Australian 4G LTE networks or WiMax networks."
Kitsu Saga closing down
It's never a fun day when an MMO gives up the ghost, and unfortunately today marks just such an occasion for Kitsu Saga. Aeria Games is shutting down the game for good, and a somber announcement on the official website marks the beginning of the end. "This was a very difficult decision for us and has only been made after much deliberation. We'd like to thank those who played Kitsu Saga and especially those who stuck with it through the more difficult times," the news blurb states. Aeria also offers up a bit of info regarding AP Spender compensation, and the long and short of it is that refunds may take a while to process due to the large number pending (Aeria estimates seven to 10 business days after July 14th). Head to the official Kitsu Saga website for the details.
Apple reportedly complies with Taipei's app refund request
We reported earlier this month that Taipei was trying to require a seven-day trial for all apps sold in that country. While we weren't sure how valid that claim was, it appears Taipei wasn't kidding around. Google has completely removed its paid app section from the Taipei version of the Android store, and reports are saying Apple is offering a seven-day refund to Taiwanese customers who buy apps but then decide they don't want them. Another report says that Google was fined for not offering the same deal sooner, which is what resulted in the Android store removal. It looks like Taipei is serious about making sure its customers have a chance to check out software before they actually buy it. This isn't anything new for Apple's international divisions; the company has a history, especially with products like the iPhone, of tailoring various business models and sales methods to the many regions it operates in. It seems like the changes to the system have mollified authorities for now, so presumably Apple can keep operating the App Store in Taiwan. We'll keep an eye out for any other changes that might have to be made.
Verizon agrees to refund customers $90 million for wrongful data charges
Did you have a Verizon phone sans data plan, but get billed for data anyhow? Verizon Wireless is dropping $90 million to make things right next month. The company will refund 15 million cellular customers who were wrongly charged for internet use, in the form of $2 to $6 credits on their next bill -- unless the fiasco already caused you to leave, in which case you'll get a similar check in the mail. The New York Times reports that the FCC pressured Verizon into this settlement following hundreds of complaints, so it looks like the squeaky wheel may have won this round. If you can call Verizon treating you to the equivalent of a latte a "win," of course. Read Verizon's full statement after the break.
Palm retroactively refunding $50 webOS app submission fee -- each and every one
Palm's made a few half-baked attempts at wooing developers in the past, like that time in October when it waived the fees and review process for open-source apps (but not App Catalog entries) or when it provided discounted handsets that happened to carry a large carrier-specific ball and chain. This week, Palm's decided to be a bit more generous -- it's eliminating the $50 App Catalog submission fee entirely and putting every last cent back where it came from. With only 2,684 apps in the store, that's just $134,200 in total, but symbolically it's a very welcome gesture, no? According to the official Palm Developer Center Blog, developers should see credits appear in their PayPal accounts soon -- though perhaps not soon enough to spend it on the fruit of their fellow man's labor at 50 percent off.
GAME sold opened games as new during Easter, offers refunds, apology
Customers of UK retailer GAME who say they were sold inferior, former display games as new during the Easter holiday were understandably plenty hacked off -- Cadbury Creme Egg buzz not withstanding. But CVG reports they've not only gotten an apology from the company, but the offer of replacement or refund for any purchase that wasn't in near mint condition. Guys, between you and us, the the next time you want a make a fairly belabored Easter analogy about the resurrection of Jesus, maybe don't go with selling old games as new? We get it, but how about just a poster next time? How about just a nice poster with bunnies and perhaps colorful eggs?
Enso's zenPad is vaporware, get refunds while they last (update)
Did you order a Enso zenPad? If so, you'll be happy to hear that the company has decided on a concrete release date; its website is now ticking down the days, hours, minutes and seconds until May 8th, when Enso claims they'll finally ship the rebranded Smit MID. Problem is, if you ordered your zenPad on March 22nd -- the day we wrote about it -- you will have waited 47 days by the time the device ships, exactly two days too many to get a PayPal refund. But more importantly, manufacturer Smit has now disavowed any knowledge of a deal, and Enso itself has admitted that the zenPad as such does not currently exist. We've done quite a bit of digging and even spoke with an Enso founder to get the whole story. Enough promises have now been broken and lies told that if we were you, we'd request refunds ASAP, but if you still want to hang on for a chance at a $155 Android tablet, you can hear the whole tale right after the break. Update: We just spoke to Enso CEO Alberto Armandi, who says that the company has now secured the necessary funding to make good on orders, and promises that he will ship us a zenPad for review within two weeks. We'll revisit this story then. Meanwhile, read how we got to this juncture after the break.
Aika service restricted with some unintended consequences
When Aika opened its item shop, a comparison or two to Allods Online was inevitable. After all, with gPotato managing both games, there were a few people that wondered if the same pricing issues might show up. Turns out that the cash shop has still caused problems... but it's not the prices, it's the fact that the game is only supposed to be operating in North America at the moment. A statement was posted earlier today that the game would be blocking IPs from outside of North America, as gPotato only had the rights to operate the game for that region. The problem is the number of international players who had been playing the game and had purchased items from the cash shop. As a result of the block, these players are obviously left out in the cold with no way to access Aika... and no real recourse for the items that they had already purchased from the item shop.
JooJoo refund issues creating some bad juju
Given the legally-disputed origins of the JooJoo and the current shipping delays, you'd think Fusion Garage would scrupulously maintain a squeaky-clean image with its customers as it leads up to launch, but it looks like it wasn't quite prepared to handle refunds in a sensible way -- we just confirmed that the company asked a customer for his bank account information in order to deposit a refund directly after running into some troubles with PayPal. Here's the relevant exchange: "Support Joojoo" wrote: Dear Rony, We have checked this at our end and there seems to be a problem with refunding via paypal. To avoid any further wait time, could you send us your bank name, bank account name, bank account number, sort or swift code and your bank address. We will have a direct transfer done to your bank account. If you could provide us the details today, we will ensure that the refund hits your bank account by friday of this week. Please advise . Sorry for the inconvenience caused. Fusion Garage tells us that this customer actually changed his mind about getting a refund several times, and that they've only had three customers with refund issues, all of which were related to problems with PayPal issuing credit long after pre-orders were placed. While it's uncommon here in the States (and obviously this buyer wasn't keen on it), bank to bank transfers are the norm in Europe and widely used for the wiring of cash across international lines. Clearly after the issues with PayPal, however, the idea of handing over bank details doesn't seem appealing in this case. We'll see how everyone feels when that promised March 25 ship date rolls around, and we'll let you know what happens with Rony and his refund when we find out more. Maybe next time just mail a check, guys.
There.com is closing
Virtual worlds have had a rocky time in the marketplace. Focusing on user-generated content, it takes a while for enough users to become active and enough market traction to be established for them to start becoming financially viable. Earlier this year marked the shutdown of Metaplace, Raph Koster's entry into the field of virtual worlds. Now another long-running part of the field is closing down, as There.com has just announced the service will be closing on March 9th. A retrospective on the game's history is available on CNET, discussing the world's status as being a competitor for Second Life without ever quite gaining the traction that its bigger cousin managed. While the environment was seen as slightly more kid-and-media friendly due to restrictions on adult-only content, the project had a difficult time turning a profit. After seven years, it's finally overwhelmed the company. The official announcement includes a number of resources for those who have invested money in There.com to regain it prior to the shutdown, with extensive buyback programs and refunds available for all participants. Our condolences to the team on this sad turn of events.
Chinese WoW wraps up closed beta, to start charging soon
It looks like the long saga of World of Warcraft's transfer of operatorship in China is almost finally over -- NetEase has announced that the closed beta period is done with, and that they're just about ready to open up normal registration and bring the game back to for-pay status. They're still pending government approval there, so they're not quite online and running yet, but they have closed off registration to new players, and will only bring it back online when they're ready to start charging yet again. Of course, their pay scheme there is different from here in the US and EU -- they often charge per hour to play rather than a constant monthly subscription. But however they decide to charge, NetEase seems sure that by the end of the month, things will finally be back to normal in China's version of Azeroth.Meanwhile, the former operator of the game, The9, has announced that they are extending by a month the option for former players to get refunds for their prepaid game cards. That option was originally planned to end on September 7th, but players of the game who have unused cards will have another 30 days to redeem them back for cash. All of this back-and-forth originally started back in April of this year, but it seems like, five months later, the game might finally be getting back to normal.
Yeah, there's an app for that. But for how long, and at what cost?
With the recent kerfuffle surrounding the removal and rejection of Google Voice apps from the App Store, many developers are beginning to question the trust they have placed in Apple to provide them with a reliable system for developing and distributing applications.Generally, the major hurdle associated with iPhone development is getting approved by Apple. It's no secret that this process is often quite frustrating, and sometimes downright arduous. Developers often wait several weeks without any response before they are suddenly rejected, and then they must make the requested changes (if possible), resubmit their application, and again wait for a response. But once they have put your app through the paces, and presumably have double and triple checked to ensure that you have complied with the terms, you're safe, right? Your hard work has paid off, Apple has accepted your app, and now you can move on.Wrong. As the developers of GV Mobile and VoiceCentral recently discovered, Apple can take an app that was previously given the all-clear, decide that it now duplicates native functionality of the iPhone, and yank it from the App Store in a matter of minutes. Needless to say, there are some serious flaws in this process. First, the functionality provided by both of these apps isn't actually provided by the iPhone, so there's really nothing to duplicate, unless Apple is going to start expecting developers to predict future features and avoid duplicating those too. Then you have the fact that the feature sets provided by the apps and the iPhone itself have not changed since Apple approved them in the first place, so if they truly are duplicating native functionality, they should have been rejected from the start, not months after they were approved.Now one might also argue that some features offered by Google Voice do overlap with the iPhone, such as the SMS and voicemail functions, although contrary to popular belief, Google Voice is not a VoIP service and doesn't really compete against AT&T. But even if you concede that point to Apple, couldn't they just ask the developers to remove those features and resubmit? What about the other apps -- like Skype, TextFree, or iCall -- that offer similar feature sets, are they going to disappear too? And if AT&T is really responsible for this, as has been suggested previously, why was the app pulled from the App Stores of other countries? Why not just honestly tell the developer that the app is being pulled at the request of the carrier?
