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Post by kdubs on Aug 20, 2022 21:49:42 GMT
Got third response from Valentin this morning. Guess I was blunt enough and the screen print I attached showing the problem must have been undeniable. Valentin converted my 4 missing credits to points plus threw in a few extra like always when no intention of fixing the underlying problem. I'll take it but I have no idea if they will leave them on my account since the stop payment with my bank worked and it rejected the membership charge. I'm going to take a wait and see attitude with Big Fish and meanwhile just try to relax again and enjoy my GameHouse membership. I am now even more firmly convinced that the c/s reps simply are not allowed to admit that the transition is indeed botched and that all the problems are the fault of Big Fish, nothing users can fix on their computers no matter how many hoops c/s says to jump through. It's funny in a sad way that winning the battle to get my credits/point conversion feels so hollow. I'm really upset since I realized last night they really did delete the forums. Seems like they are intent on burning the PC/Mac division to the ground. This has been a gutting experience, handled in such an unnecessarily cruel way.
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pennmom
Bear
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Post by pennmom on Aug 21, 2022 13:48:25 GMT
Got third response from Valentin this morning. Guess I was blunt enough and the screen print I attached showing the problem must have been undeniable. Valentin converted my 4 missing credits to points plus threw in a few extra like always when no intention of fixing the underlying problem. I'll take it but I have no idea if they will leave them on my account since the stop payment with my bank worked and it rejected the membership charge. I'm going to take a wait and see attitude with Big Fish and meanwhile just try to relax again and enjoy my GameHouse membership. I am now even more firmly convinced that the c/s reps simply are not allowed to admit that the transition is indeed botched and that all the problems are the fault of Big Fish, nothing users can fix on their computers no matter how many hoops c/s says to jump through. It's funny in a sad way that winning the battle to get my credits/point conversion feels so hollow. I'm really upset since I realized last night they really did delete the forums. Seems like they are intent on burning the PC/Mac division to the ground. This has been a gutting experience, handled in such an unnecessarily cruel way. I think you are 100% correct. I'm also convinced that BF completely forgot about the GM glitch and that is why they haven't contacted me in 3 weeks! Now they are in panic mode because they know they can't fix it and they know they will end up refunding all the libraries of those 1404ers, they have no choice, they already flipped the switch and there's no turning back. What can they possibly do to satisfy us now, they can't give us credits for all those games because it still doesn't solve the "too many games glitch" so they will have to reimburse us and that's a ton of money that they didn't budget for...I see this as being the worse business decision in history and they will eventually go belly up once they start refunding millions of games. ...unless a miracle happens and they suddenly get an AHA moment and figure out how to fix the glitch after 10 years, and on a completely different platform??
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Post by lurkercat on Aug 21, 2022 21:04:18 GMT
D-u-h! With all their other failings with this new update, now the big ad block that comes up when I open the game manager is now blank (just a little icon in the upper left hand corner). This actually worked properly when they first put up the changes, so clearly whatever they are "fixing", they are still following their convention of breaking more than they get right. (Not like I miss the ad, but gosh, can't they even get their own promotional features correct?). Sheesh. Not only are these guys trying to lose business by destroying everything of value to their members, but they are even totally inept at the process too. Surely there are actually some competent programmers in such a high-tech area as Seattle...ummm, apparently not...or at least not any that Big Fish is bothering to hire.
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Post by metmichallica on Aug 21, 2022 21:53:19 GMT
The other day I was looking at my orders from before the update (archived orders) and I couldn't find any payment info for the games. See if you can I may have overlooked. But if not are they going even to be able to do refunds if that is the case? I am not affected by it. Luckily I made another account over a year ago. Thanks to pennmom , sharing her story.
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pennmom
Bear
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Post by pennmom on Aug 21, 2022 22:33:55 GMT
The other day I was looking at my orders from before the update (archived orders) and I couldn't find any payment info for the games. See if you can I may have overlooked. But if not are they going even to be able to do refunds if that is the case? I am not affected by it. Luckily I made another account over a year ago. Thanks to pennmom , sharing her story. Well, it just so happens that I downloaded every game receipt about a year ago and I save all new receipts...just in case I ran into an issue such as this event!
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Post by cyril50 on Aug 23, 2022 8:31:32 GMT
I received a response today asking me to put a review in as they have made some adjustments so I did and it went straight in without any problems so they are doing things very slowly
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pennmom
Bear
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Post by pennmom on Aug 23, 2022 11:24:36 GMT
Still no response...
I can Re-activate most games by downloading the trial, playing the game briefly, and then exit the game which prompts a "reactivate" tab of purchased games on the GM (very tiny and at the bottom) This is something that just occurred recently
Heres the problem...
This works well for some games, BUT if I have played the entire trial of a game before purchasing, this method won't work because I can't do the above steps when I can't play the trial
If the game is no longer on the BF website, this method definitely won't work, no sales page means no way to download the trial!
I want to play a trial before I decide to purchase a game, the longer I play, the fewer RE download options I will have
Eventually, all trials will run out of time, every time you click play it takes away at least a minute from the trial time because you have to watch the opening cutscene etc. before getting access to the exit tab. This means that I only have an option to redownload a game a max of 90 times for a HOPA or 60 times for a SE and that's assuming I won't play any of the demo before buying a game!
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Post by good2bqueen on Aug 23, 2022 13:07:35 GMT
pennmom , This is feeling so helpless and hopeless. Is there anything we can do? Maybe power in numbers? Just getting so frustrated. If only they would respond with "please be patient we are working on the problem" or just responded at all! Feels like we're being ignored with hopes of us going away. Okay, I'm done with the venting and whining but wish we had some power in this mess.
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pennmom
Bear
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Post by pennmom on Aug 23, 2022 16:17:08 GMT
good2bqueen, I really think they are clueless as to what to do to fix the problem for those with the GM glitch. They don't have a solution, no clue as to how to fix it so they are choosing to ignore us completely because they know if they actually respond they will have to admit they can't fix it!
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kasie
Squirrel
[TI1]
Posts: 1,342
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Post by kasie on Aug 25, 2022 17:55:36 GMT
Just discovered if you have trouble activating a game you've purchased if you click on your purchase history on the GM you can then refresh the GM and it will allow you to activate from the GM
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Post by good2bqueen on Aug 25, 2022 18:52:52 GMT
kasie , Hi! That is good advice but we, who have messed up game managers, cannot access our purchase history from there and cannot download from on-line purchase history. We've had to jump through some hoops to get to play for a while now. Thanks for the help.
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Post by lurkercat on Aug 25, 2022 19:45:26 GMT
Just submitted my request for my points for the 6 never-expire coupons I had before the switchover. Figured I'd given them enough time to get through the huge collection of problems submitted with this disastrous upgrade (ha, yeah, right!). Not happy that they will now buy me only 4 games instead of the 6 they would have bought before the switch, but them's the breaks I guess. Would have used them before the switch, but frankly nothing I wanted. I didnt feel it necessary to note to them that when they do finally give me my points these are likely to be the last 4 games I ever buy from them....a real shame how hard they have worked over the last years to piss off (umm, annoy) their paying customers.
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pennmom
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Post by pennmom on Aug 26, 2022 13:56:14 GMT
I finally got a response from my "direct link" guy at BF telling me to just reactivate games using the "reactivate" button after starting the demo & exiting, so I explained that this method only works on trials that have time remaining and most of my trials expired because I try before I buy...isn't that the point of BF, the one feature that sets them apart from others? Haven't heard from him since then (and this was a separate complaint, still haven't gotten a response from my other submitted complaints) I guess it's now "try Before You Buy but don't use all the demo time or you can't ever play it after purchasing"
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Post by good2bqueen on Aug 26, 2022 16:58:21 GMT
I finally received a response from BFG regarding my non-working game manager and was told to clear my browser cache to remedy the problem but to let them know if it doesn't work. What. the. heck!?!
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Post by granntfish on Aug 27, 2022 16:46:32 GMT
I tried Customer Service, Got no response except returns of my emails as undelivered. Today I canceled Big Fish charges. If I can't have my games why should they have my money
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pennmom
Bear
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Post by pennmom on Aug 28, 2022 16:47:32 GMT
UPDATE:Here was my response (via BBB) I did indeed receive a response from Tim, just shy of 1 month from submitting my first CS ticket. Big Fish initiated a new point system and website platform on August 2, 2022. Since this date, I have been unable to purchase new games or download any of my purchased games, so waiting nearly a month to respond to a valued member begging for help seems unfathomable to me.
As I stated to Tim in his response, I can't "reactivate" most of my games with the method provided because most of the games have no demo time remaining, therefore, I can't open a game once the trial period has ended.
He gave me yet another workaround suggestion:
Open the Windows start menu. Go to File Explorer. Open This PC then Local Disk (C:) and finally Program Files (x86). Locate the folder designated by your game’s title. In the game’s folder, select View at the top, and then check the box for Hidden Items. You should see a slightly greyed-out icon for the game, double-click this, which should open the Game Manager to the reactivate page.
As I explained to the BBB on my original complaint, I have had to jump through hoops for several YEARS because Big Fish has been unable, or unwilling to fix the glitch. Now I am being asked to do yet another complicated method just to access previously purchased games? Do they not realize that this is just another punishment for those of us with the 1404 Game Manager Glitch...a glitch encountered when you make the mistake of buying too many games from Big Fish, for being loyal?
As I explained to Tim, I would be willing to wait for a fix if they gave me ANY indication that this was possible. Instead, I get broad statements such as this:
"In terms of the activation errors that you're seeing here, this is something that our teams are aware of for the customers that have the Game Manager glitch you're encountering. Our teams are currently working on this issue specifically in regards to that glitch, and we hope there may be some progress in the future."
This glitch has been affecting customers for 10+ years without a single "fix" The glitch is now exponentially worse and the best response is "we hope there may be some progress in the future"
They are not even addressing the issue that NEW games offered by BF cannot be purchased because the cart just shows a spinning wheel for hours until I give up. However, they don't seem to have any issues collecting the monthly membership fees!
Unless Big Fish can guarantee me that this game manager glitch will be fixed 100% within a reasonable time frame, (and state what that time frame will be) and they fix the new game purchase glitch immediately, then I don't think it's unreasonable to ask for a refund for my purchased games. I was never made aware that this glitch would occur, and I certainly was not made aware that they would change their entire website platform which would cause yet another series of unresolved issues.
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moni
Squirrel
[TI0] [TI0]
Posts: 1,057
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Post by moni on Aug 28, 2022 18:23:57 GMT
pennmom, This is NUTS! They are literally holding you hostage! And stalling till the end of times! And when it would get resolved by some miracles, you'll have other tech stuff to deal with, because a good handful of old game files are corrupted, so even if you could download them, they are unplayable! I'm in the process to move my BFGM to an ED, download all of my purchased games, then say goodbye for membership. I just downloaded Royal Envoy, and the game is unplayable! Uninstalling/reinstalling - no success. But, on this point I just suck up my losses, finish with the transfer, and wish hell to BFG with my last words.
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Jo
Skunk
Forest Ranger
Posts: 2,024
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Post by Jo on Aug 28, 2022 18:54:24 GMT
Open the Windows start menu. Go to File Explorer. Open This PC then Local Disk (C:) and finally Program Files (x86). Locate the folder designated by your game’s title. In the game’s folder, select View at the top, and then check the box for Hidden Items. You should see a slightly greyed-out icon for the game, double-click this, which should open the Game Manager to the reactivate page. Did you try this? I did for the Moontrain demo and all it did was open the game. I just downloaded it but haven't played the demo so I could compare it to the Steam version. So I went on BF and downloaded the demo for A Tale for Anna CE which I own at BF. It installed and activated the game automatically. My GM works okay. I'm not sure how clicking a game icon would open a reactivation page in a game manager that doesn't work properly in the first place. Your GM flat out frigging doesn't recognize that you own the game where mine knew it immediately.
I don't think BF has an answer for you. It's all scripted responses meant to pat you on your little head and send you on your way. If they had an incompetence event in the Olympics, BF would take home the gold every time. I'm amazed at the level of ineptitude this shows. And the thought keeps running through my head that they really don't want to fix any of it if they're planning on being just a mobile/gambling site.
We can't have every dissatisfied BF customer here at the Wood. There has to be lots more. I am so glad I gave BF the boot and don't have to deal with any of this frustrating nonsense.
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pennmom
Bear
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Post by pennmom on Aug 28, 2022 20:45:53 GMT
Does anyone else get this message?
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Post by jimanddelora on Aug 28, 2022 21:22:39 GMT
I too have the 1404 error and cannot purchase any new games nor access my old games, I am thinking that those of us with this problem should ask for refunds and then when we don't get them then maybe get a Lawyer all together? I am soooo frustrated, I too play most of my trials to the end :(
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