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

[Throckmorton]

I don't need them "on my side". I need them to allow me to play the game that I bought from them. I sent them a clear request to allow me to activate my key, and they sent a standardized response that has no relevance, for a problem that wouldn't exist to begin with but for their stupidity. Why shouldn't I call them out on being shitty?

 

[Throckmorton]

I sent another ticket to Atari Support

Issue Summary:
===== Ticket Submission Data =====
Game: Test Drive Unlimited
Platform: PC DVD-ROM
Category: Technical Issues
==========
I have a previous ticket about my Test Drive Unlimited not activating because the key has been used the maximum number of times. Atari said to contact Digital River. I did contact them, and first they didn't understand the issue. They seemed to think I couldn't download the game. Then when I explained again that my problem is not being able to activate, they said that they cannot provide support. They also refer to themselves as "Atari online store"

Please help me. I bought this game from Atari and Digital River is now screwing me over. I know that Atari is aware of this issue, and I know that you have moved on to a great download provider, Steam.

Please make this right and allow me to play the game that I own. Why are you letting Digital River deny YOUR customers the right to play their games?

I posted my exchange with Digital River here: http://forums.testdriveunlimited2.com/showthread.php?p=264369#post264369

Customer Service Responses:
Thank you for contacting us regarding this issue. As you may already know, we do not have access to products purchased on the Atari website, as they're handled by Digital River. Please emphasize that you need a replacement key, as the key no longer appears to be valid. Their contact information is as follows: • webhelp@digitalriver.com • Phone Number 1-800-310-2850 Sincerely, Atari Support

 

[Phynaz]

I don't need them "on my side". I need them to allow me to play the game that I bought from them. I sent them a clear request to allow me to activate my key, and they sent a standardized response that has no relevance, for a problem that wouldn't exist to begin with but for their stupidity. Why shouldn't I call them out on being shitty?

Do you want somebody to do the very least they can because you are obnoxious to them, or do you want them to care about you and go out of their way to make you happy. That's what having them on your side means.

If you don't understand the difference then I'm afraid you just haven't lived enough.

For some people I will bend over backwards to see them smile. Others are told here's the procedure and are handed a flowchart. Guess which ones have pissed me off in the past? (or present?)

 

[paperfist]

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.

I'm with you 100% on this, there's absolutely no protection for digital consumption consumers. At some point we're really going to get bent over.

 

[Fallen Kell]

There is this great thing called small claims court. Print out all those emails. Print out your original purchase receipt. Drive to your local courthouse and start a claim against both Atari and Digital River. Have a copy of the claim sent via certified mail to both Atari and Digital River, and wait for your phone to ring with help....

Sometimes the only way to get them to fix a $20 problem is to cost them $400 in lawyer fees.

 

[PlasmaBomb]

God that sucks. Sorry for you OP

 

[NYHoustonman]

Had this same problem back in the day with my installation of TD:U, but I managed to get more activations (I don't remember which of the two parties helped me here, but I had to contact both).

Had this issue again later on, didn't bother calling - just installed a crack. The damned game would prompt me to reactivate at random, so there's no mystery to where all those activations went.

 

[Schadenfroh]

There is this great thing called small claims court. Print out all those emails. Print out your original purchase receipt. Drive to your local courthouse and start a claim against both Atari and Digital River. Have a copy of the claim sent via certified mail to both Atari and Digital River, and wait for your phone to ring with help....

Sometimes the only way to get them to fix a $20 problem is to cost them $400 in lawyer fees.

QTF, it is time to fight back against this bullshit. I feel for you OP.

 

[Throckmorton]

Good news everyone! After my last angry email they understood and said I could do the manual activation.


So what does this mean? If you have this problem, you should email them the request code and just tell them you want to do manual activation?

Thank you for contacting the Atari online store.

We understand that you have issues attempting to reinstall the software
that you purchased. For us correct this issue and allow you to
reinstall we will need to receive the request code associated with your
game.

To retrieve the Request Code:

1. Click on the "Manual Activation" button

2. You will see a manual activation box which displays your request
code.

3. To send us this information, please copy and paste the request
code into your reply to this message.

Once we have received your Request Code, we will generate and send you
an Unlock Code by email. Again we do apologize for the misunderstanding

that has previously occurred with this order.



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

Thank you! My request code is:

Thank you for contacting the Atari online store.

Your unlock code is:

{snip}

Please note that serial numbers, registration numbers, unlock codes and
passwords are case sensitive and if they are not entered correctly, you
will be unable to unlock the program.

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

 

[Fallen Kell]

Nice they figured out the issue....

 

[AnonymouseUser]

Pirates sure do have it easy, don't they?

 

[shortylickens]

Pirates sure do have it easy, don't they?

Yeah we figured that out a long time ago. Not really new information and I hope no one here starts that discussion again. We have it too often and people always get pissed at each other and then the mods lock the thread.


But this is one of those situations where the disc owner has it better than the online subscriber. I can install as many times as I want and never need to activate. Sucks to have to put the disc in every time but at least it works. Though no one knows how TDU 2 is going to work. If it requires online activation I wont be buying it. Its not a super important title that I absolutely have to play.

 

[Throckmorton]

BTW, Comodo Antivirus detected Securom as a threat, and told me that I MUST block it. So I did... and the game still works. I haven't tried online though.

So here is what I don't understand. Why is the game "protected" by malware, when I had to go through all that trouble to get it "activated"?

And why is it taking so long for publishers to understand that none of this stuff actually stops pirates?

 

[Throckmorton]

Yeah we figured that out a long time ago. Not really new information and I hope no one here starts that discussion again. We have it too often and people always get pissed at each other and then the mods lock the thread.


But this is one of those situations where the disc owner has it better than the online subscriber. I can install as many times as I want and never need to activate. Sucks to have to put the disc in every time but at least it works. Though no one knows how TDU 2 is going to work. If it requires online activation I wont be buying it. Its not a super important title that I absolutely have to play.

TDU2 will be on Steam. I've never had activation problems with a game on Steam, except Burnout Paradise, but that was because EA servers wouldn't recognize my EA login.