to be honest, i think that how you are going about things is very professional. i might just do it like that myself when i write my games. don't know what everyone else thinks.
regards, damien ----- Original Message ----- From: "Draconis Entertainment" <[EMAIL PROTECTED]> To: "Gamers Discussion list" <[email protected]> Sent: Sunday, March 11, 2007 9:40 PM Subject: [Audyssey] Replacement Keys and such > We recently received an e-mail from an individual. Their name will be > omitted from the copies pasted below, but I thought it important to > include their message to us regarding registration keys, and our > response. I hope that, if there are others out there who are also > confused by our policies, that this might help them understand how it > all works and why. Your feedback is welcome. Thanks. > > The original contact: > > >> Dear Draconis team: >> >> I am disappointed by your lack of customer support. I know a number of >> people who previously purchased games like ESP Pinball, Change >> Reaction, and Monkey Business from your organization or its >> predecessors. They are now unable to enjoy the games they legitimately >> bought and paid for because of your unwillingness to help them >> rediscover lost product codes. >> >> It is a fact of life in the real world that product packaging, e-mail, >> paper, hard drives, thumb drives and note takers can be destroyed, >> damaged or lost. Thus, it would make sense to provide your customers >> with more support than a discounted re-purchase price, or lack of >> genuine support for older (CD) copies. I personally would have >> considered purchasing products from your company, but I don't feel any >> desire to deal with your draconian business practices. I will gladly >> tell anyone who asks that the software you sell is of high quality, >> but not worth purchasing because of an utter lack of respect for the >> customer. I wish your company all the prosperity it deserves. >> >> Sincerely, > > > X > > > And our response: > > > Hi X, > > Thanks for voicing your concerns. > > Let me explain about the discounted replacement fee, so that hopefully > you will understand the situation from our perspective as well. > > Every CD purchased from us has a printed sticker attached with the > user's registration key. It is true that sighted assistance would be > necessary to read this sticker. > > Every e-mail we send out with registration information advises the > customers to back up their key in multiple and safe formats, and that > Draconis is not responsible for lost keys. > > For a time, we offered replacement keys free of charge. The problem > arises in two areas. First, if we offer replacement keys for free, users > are not inclined to take the proper safeguards to protect their keys. We > were deluged with dozens of requests a week for replacements when they > were free. This causes substantial loss of time we could be devoting to > developing new products, processing new orders, responding to technical > support, etc. > > Secondly, our keys, for the customers convenience, are not tied to the > users hardware. Many of our competetors require their customers to > obtain a new key every time they upgrade their system, purchase a new > system, etc, and we feel that waiting for new keys in these > circumstances is an unacceptable inconvenience to our customers. Making > that decision comes at a high price for us, for a huge number of our > customers then feel no pangs at sharing their keys with their friends. > Such piracy is highly illegal and we lose sales. We trust that, if we > make it painless for the customers to install their game on new > machines, they will remain loyal to us and encourage others to obtain > the games legally. This is not always the case. We lose a great deal of > income every day from those who have opted to obtain the games illegally. > > All we are asking is a nominal fee to compensate us for the time > varifying that the person requesting the key is a legitimate licensee of > the product, generating a new key, and sending it to them. This process > takes time, and the user should have been careful with their key in any > case. The majority of the companies selling accessible games follow this > same or similar policy. > > As another example, if you purchased a Nintendo game from your local > store and then lost the disc containing the game, the store would not > give you a new free copy of the game because you were careless with your > game. You would be forced to purchase a full copy of the game again at > the full price. We are not even asking this of our customers. > > I hope this helps you understand the position we are in, and changes > your mind about our company. We're very sorry that you feel the way you > do, and we hope you will reconsider your opinion. > > _______________________________________________ > Gamers mailing list .. [email protected] > To unsubscribe send E-mail to [EMAIL PROTECTED] You can > visit > http://audyssey.org/mailman/listinfo/gamers_audyssey.org to make > any subscription changes via the web. _______________________________________________ Gamers mailing list .. [email protected] To unsubscribe send E-mail to [EMAIL PROTECTED] You can visit http://audyssey.org/mailman/listinfo/gamers_audyssey.org to make any subscription changes via the web.
