Digital River sucks - can't activate TDU, they refuse to help

[Throckmorton]

This is really pissing me off. I bought Test Drive Unlimited back in 2008, and of course since then I've used the maximum of 2 (or 3?) installs that Digital River allows. The idea of limiting how many times you can install a game you can own is ludicrous to begin with (Steam has no such limit), but what's worse is they don't seem to understand the problem.

I've submitted tickets to both Atari and Digital River, and neither of them will help me. This is the response I get from Atari:

Customer Service Responses:
Greetings! Thank you for contacting us regarding this issue. Unfortunately, we do not have access to the products purchased digitally from the Atari website as those are provided by Digital River. You should get better assistance on your issue if you contact them and explain this by phone. Their customer support information is: • webhelp@digitalriver.com • Phone Number 1-800-310-2850 We appreciate your time and thank you for playing. Atari Support

I sent DR this:

Original Message Follows: ------------------------
After 3 installs after formatting my hard drive or getting a new
computer, I get the message that my key has been used too many times. I
do not understand why there would be ANY limit to the number of times I
can install a game that I own. Please give me a new key that will never
"expire".

My serial number is ****-****-****-****
My unlocking code is ***-****-****

This is the response I got from Digital River:

Thank you for contacting the Atari online store.

We apologize for the inconvenience this has caused you.

The error message you encountered indicates that the maximum number of
download attempts have been used. We have reset your order to allow
additional attempts.

To re-download your program, please follow these steps:

1. Go to http://store.atari.com/dr/v2/ec_main.entry11?sp=10343&xid=41045&pn=1#q5

2. Enter your order number and password* into the "Quick Order
Lookup" field:
Order Number: 1425*****

*If you do not know your password, it can be retrieved at http://store.atari.com/dr/v2/ec_main.entry11?sp=10107&pn=13&xid=41045.


3. Click FIND

4. Click the "Download" button and select the option to "Save".
(NOTE: If clicking the download button does not work, try right clicking
on the button and choosing the option to ?save target as?)

5. You will be prompted to choose a location to save the downloaded
file. We recommend placing the file on your Desktop.

You may reinitiate your download as many times as necessary in order to
obtain a complete download.

There may be several reasons for your download difficulties, including:

Firewall - These are designed to prevent downloads from non-approved
sites and can sometimes target legitimate files.

Antivirus Programs - These can cause problems by scanning a download
in progress, causing the download to become corrupt or damaged.

Download Accelerators or Managers - These can sometimes interfere
with the download process by simultaneously accessing portions of the
download file multiple times, causing it to become corrupt or damaged.

Please check the settings of any of these products to ensure they are
not interfering with your download. If you need assistance with this
process, please contact the product's manufacturer.

Finally, try using an alternate browser, and/or updating your browser to
the newest version. Not all browsers are fully compatible with all
servers.

Sincerely,
Maria P.
Atari online store
Customer Service
atarics@digitalriver.com
Email ID: 17045535

My reply:

This doesn't help. My problem isn't that I can't download it. I already have the installation files. The issue is I get the error "Activation Failed - server error - too many activation with different".
Do you understand? I have the files. I have my key. But Digital River will not let me activate my key. This is unacceptable. I own the game yet I cannot play it because of your horrible system. The sooner good download services like Steam put you out of business, the better.

I don't understand. From what I've read on the internet, Atari KNOWS about this issue. So why don't they call up Digital River and tell them to stop screwing over customers and let us activate our rightfully owned key?

The real solution would be for Atari to make it up to us "digital download" customers by sending us DVDs, or putting the game on Steam and giving us free Steam keys.

 

[Rebel44]

Just buy your future games from decent providers (Steam etc.)

Btw.: Ubisofts own store also use DigitalRiver and their customers have often ridiculous problems - often people start downloading game and only thing that is downloaded is text file telling them that this is their game :thumbsdown:

 

[Throckmorton]

I've ONLY bought games on Steam for the past 3 years except for TDU.

I HAD to play it because the game has the whole island of Oahu mapped, otherwise I would have just skipped it like every game that isn't on Steam!

 

[Throckmorton]

Why don't publishers give DR the boot and switch to Steam? There is no way whatever deals they are getting are worth the pain it causes customers.

 

[Rebel44]

Why don't publishers give DR the boot and switch to Steam? There is no way whatever deals they are getting are worth the pain it causes customers.

My guess would be some idiotic decision by management (just like Ubi decision to use their stupid DRM).

 

[Barfo]

Why don't publishers give DR the boot and switch to Steam? There is no way whatever deals they are getting are worth the pain it causes customers.

Spoiler: They don't care about us, just their bottom line.

 

[Throckmorton]

Spoiler: They don't care about us, just their bottom line.

Yeah but I'm willing to bet money that being on Steam boosts sales substantially over "DigitalRiver"

 

[Raduque]

Should've bought it for the Xbox360!

 

[Throckmorton]

I just got a reply:

Thank you for contacting the Atari online store.

We apologize for any inconvenience this may have caused you.

Unfortunately, we are unable to assist you with technical support issues
at the Atari online store.

Please contact technical support at:

Web: http://www.atari.com/us/support

The Witcher (Game) Support:
http://www.atari.com/us/support/newfaq/thewitcher.php?browser=1&pageDisplay=MAIN


Sincerely,
Veronica M.
Atari online store
Customer Service
atarics@digitalriver.com
Email ID: 17045535

This makes no sense. They call themselves "Atari Online" when it's really Digital River, and then they send me a link to the Atari support. Atari support said to contact Digital River.... It's like slamming your head into a brick wall. This is what I sent back to them:

This makes no sense. You're claiming to be "the Atari online store" when your domain is digitalriver.com, and then you refer me to the real Atari support. Atari told me to get support from Digital River.

That's you.

You are Digital River.

My game will not activate because YOUR system is preventing it.

Please allow me to activate the game that I rightfully own.

Do you understand me?

Do you understand that you are Digital River, you are responsible for my game not activating with your system, and that Atari told me to get support from DIGITAL RIVER?

What is so difficult about this? Allow me to activate my game.

 

[Rifter]

Just download a cracked version and install it. Thats exactly what i do when i run into issues such as bullshit DRM like you are having now. I give the company one chance to attempt to fix the issue and if they do not then I pirate it. Its not like its illegal if you own the game.

 

[Ancalagon44]

Its a pity that the law really doesnt protect you in cases like this. You bought a license, but they seem to have no obligation to fulfil it.

 

[magomago]

Just download a cracked version and install it. Thats exactly what i do when i run into issues such as bullshit DRM like you are having now. I give the company one chance to attempt to fix the issue and if they do not then I pirate it. Its not like its illegal if you own the game.

I have no idea bout the legality, but I'd say that you are atleast ethically and morally in the clear, and that matters a lot more than the official law imo.

 

[Maximilian]

Ya know if they could activate it that easily they probably would rather than just send you a sorry letter, i had the same shit with earth 2160, photos of me holding the game cd, cd key, manual, closeups of the numbers on the inside of the cd werent enough they wanted me to jump through more hoops.

Just chalk it up as a learning experience and avoid lousy DRM in future.

 

[marmasatt]

Sorry OP, but this is awesome. Utter ridiculousness.

You need to go to a couple of publications like blogs and gaming magazines and what not. If what you are saying is really true, it is ludicrous.

Post it where even more people will see it? Maybe contact the corporate office?

 

[BladeVenom]

Should've bought it for the Xbox360!

That's an even worse form of DRM in addition to being an inferior gaming platform.

 

[Dumac]

Wow, that is a pretty shitty situation and response, OP. God damn retarded publishers.

 

[shortylickens]

I got it on DVD and no bullshit for me. I dont even think theres a code. Also got the download expansion with all the extra cars. Most of them suck (Lexus, etc) but some are nice, like the Lamborghini Countach and Cadillac Cien. Not to mention one more Koenigsegg.

 

[waggy]

at that point you should be in the clear to just download the cracked version. fuck them. that's insane

 

[you2]

Well generally speaking my current mentally is avoid atari (esp atari download) and avoid ubi-soft. These two companies are the most customer unfriendly companies I consistently hear complaints. The entire nwn crap between bioware and atari is typical example of atari method of dealing with things.

Oh well. Reward companies that treat customers well; that's become my view. Btw Elizabeth over at take-2 has always been helpful (even if bioshock uses anal drm).

Wow, that is a pretty shitty situation and response, OP. God damn retarded publishers.

 

[AyashiKaibutsu]

Its not like its illegal if you own the game.

Pretty sure the DMCA has something to say about that

 

[smackababy]

Pretty sure the DMCA has something to say about that

I thought it was still illegal to circumvent DRM regardless if you own the product or not.


And more on topic, the company has no obligation to help you. You've already given them your money, that is all they care about.

 

[AyashiKaibutsu]

And more on topic, the company has no obligation to help you. You've already given them your money, that is all they care about.

Pretty sure implied warranty has something to say about that ^.^ although I understand what your saying.

 

[Throckmorton]

at that point you should be in the clear to just download the cracked version. fuck them. that's insane

A pirated copy won't let you play online

 

[Throckmorton]

According to this thread, phoning doesn't help either because the support people have no clue, and if they do, they still can't just let you activate the game.

http://www.overclockers.com/forums/archive/index.php/t-510189.html

I wish I could understand the motivation behind limiting the # of activations. Why did Atari let DR get away with this garbage when there is no limit like that for hardcopies?

 

[Phynaz]

"The sooner good download services like Steam put you out of business, the better."

Yeah, that should get somebody on your side.