Below is the chat log of my discussion with a third-party PC game “key” re-seller, after a key sold from them was invalidated by the game publisher and the ability to play was terminated. This is how I chose to handle a key reseller that obviously sold a key they were not legally entitled to sell and ended up getting banned, knowing full well they would try to blame the game publisher and point me to them for recourse.
You’d be suprised how many people get suckered into such a scam, and then allow the retailer to give them the run around, refuse to refund, etc.
I have redacted the representative’s name and replaced with “Customer Service Rep”, and the company name is replaced with “<Company Name>”.
Customer Service Rep:
Customer support
Chat started
Thomas Carlisle
The game key I procured through your site has been banned by the manufacturer (Ubisoft), and I am sure this has to do with that the key was not properly procured from the manufacturer. Who can help me by issuing an immediate refund? Thank you, Tom Carlisle
Customer Service Rep joined the chat
Customer Service Rep:
hi
” I am sure this has to do with that the key was not properly procured from the manufacturer” ?
have you heard this from them regarding your particular key?
All our keys are purchased from suppliers who have been operating in the gaming industry for many years
Thomas Carlisle:
What I mean by that, is your company has most likey sold me a key which was not rightfully GDK’s code to resell. Yes, I heard from them, in that my game has been removed from by account and when I try to re-autorize the code I am told it is banned.
Respectfully, GDK needs to refund me and work out your issue with Ubisoft.
Customer Service Rep:
Thats true, we will indeed be following up on this issue with Ubisoft. We have all your order details so we do not require any further information from you
We will be in touch as soon as we are able to
I am creating a new ticket from this chat transcript under your name
Thomas Carlisle:
No, I want the refund so I can procure through Ubisoft now.
Customer Service Rep:
Im afraid that is not possible
Thomas Carlisle:
I am not looking for delays. Unlless this issue can be resolved within the next few hgours.
Customer Service Rep:
surely you understand that we cant just process instant refunds without investigating claims
Thomas Carlisle
IF there is nothing you can do, expect that my extremely popular blog site will have articles detailing this issue to warn other consumers, and I will find where your legal entity is and file a claim in small claims. Is $30 really worth it?
Customer Service Rep:
no it isnt worth it at all
And I dont really see why that would be necessary
I’m trying to explain to you that this issue will be handles with the utmost urgency
Thomas Carlisle:
I’ve offered to give you a few hours to get to the bottom of it. That is more than enough time for someone at <Company Name> to contact Ubisoft and fix it. BUt I am not really comfortable that this will be resolved.
Customer Service Rep:
but as with most businesses refunds cannot be processed without due investigation on our part as
time in usa
Thomas Carlisle:
If <Company Name> rightfully owned the code to resell, it should take a phone call to Ubisoft. I am sure Ubisoft has procedures in place not to cut off paying customers through authorized resellers.
Customer Service Rep:
Its a little unfair to ourselves to be threatening us with all sorts of public blog threats and such
but as you say it isnt worth it
Thomas Carlisle:
You can investigate and get back to me, but we both know that isn’t likely going to happen. I am not going to spend the next several days waiting for this to get sorted out.
Customer Service Rep:
we are a small company who trust our large suppliers with their end of sourcing stock and such responsibilities
We will follow the whole issue up with them
Thomas Carlisle:
Being in your type of business, you must understand that when an issue like this happens to your customers, it doesn’t look good. If <Company Name> is doing legit business, you should have procedures in place to handle this type of situation.
Customer Service Rep:
We would have appreciated a chance to actually investigate this as we’ve not had this complaint from anyone but nevermind. I’ll send your request to the person incharge of refunds immediately
It should all be sorted within half an hour at the most
If you paid by Paypal you’ll get email confirmation when it is sorted
Thomas Carlisle:
Payment was through moneybookers, as that is where the site took me to pay.
Customer Service Rep:
We are no longer with Skrill and are processing all payments solely Paypal at the moment. Do you have a Paypal account we can refund to instead?
We’re in the process of moving card processor to Nochex
Thomas Carlisle:
Was moneybookers being used on 12/29? The reason I ask is perhaps I ended up at a site masquerading as <Company Name>? DO you show and order number #### to me?
Meant to type “do you see an order #####”
Customer Service Rep:
Yes that definitely looks like an order number from our store. We’ve only switched from Skrill/Moneybookers this month
Thomas Carlisle:
OK, then at least it is the right place. I am sorry if <Company Name> is in legit business, but you must realize many discount game key sellers are not legit. So this type of issue really raises brow. If you can get Ubisoft to activate the key promptly, that woudl be a good resolution. If not, then yes I’d like to refund.
Customer Service Rep:
Not to worry, I can understand your concern
As I said we’re more than happy to send you the refund if you can let us know how best to do so
Thomas Carlisle:
I do have a paypal account. What do you need, the account number?
Customer Service Rep:
We are a UK based business so seeing as it is after 11pm here, such issues as contacting Ubisoft would be handled by the morning staff
Just your paypal email
Thomas Carlisle:
The paypal is linked to ##############
Customer Service Rep:
thanks, i’ll be right back
Hi
All done
Please check your Paypal and confirm
Thomas Carlisle:
Yes, thank you for making this right. Your company should follow-up with Ubisoft and find out why your key got banned. If <Company Name> is not considered authorized by Ubisoft you will see a lot of these
Customer Service Rep:
Yes we will most certainly be doing so first thing in the morning
Thomas Carlisle
Have a good week end