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[issue-61394]

xorandorxorandor
edited October 2012 in Shopping or Activation Support
Hi,

I sent an email to support way back in July regarding getting a refund for The Walking Dead. I didn't a reply nor a refund. It's months later, and I still can't download the new episodes. Please refund me my purchase via PayPal, thanks.

Comments

  • MattPMattP ModeratorFormer Telltale Staff
    edited October 2012
    Hi xorandor,

    Have you attempted any of the troubleshooting steps or workarounds posted in the forum? Which platform are you using to play the game?
  • xorandorxorandor
    edited October 2012
    Hi Matt,

    Thanks for replying!

    I'm using a Mac. I have tried the proposed workarounds to no avail.
  • xorandorxorandor
    edited October 2012
    So Matt, is anyone helping me to process the refund or not?
  • MattPMattP ModeratorFormer Telltale Staff
    edited October 2012
    Unfortuantely we are unable to process a refund this long after a purchase. I have looked at your support ticket and you mentioned you could not download Episode 2. Have you downloaded the latest installation file? Also, which workaround did you try? One of our moderators posted a short guide on how to get the files directly.

    If you are still having connection problems, please make sure you have disabled any firewalls or anti-virus software that may be interfering with the download. If you are using Mac OS X v10.8.x, please disable Gatekeeper as well. Restart your computer before attempting the download after making any of these changes.
  • xorandorxorandor
    edited October 2012
    MattP wrote: »
    Unfortuantely we are unable to process a refund this long after a purchase.

    Hi Matt,

    I'm not trying to be rude, but that's a ridiculous policy. Telltale is the one that did not reply to my support ticket for months and did not come up with an official fix for months, and because of Telltale's tardiness, the refund can't be processed? How does that make sense?

    What's the official refund policy? If, for example, refunds can only be processed after say, 30 days, then Telltale has to fix the download issue within 30 days, right? It can't say, our refund policy is X days, don't reply to support tickets nor fix the issue within that period, and when the customer comes back to the support forum again, then say the refund can't be honored?

    If you look at my forum post history, I have tried to download Episode 2 for weeks after my purchase, and Telltale did not reply nor provide a fix for my problem during the weeks after my purchase. If the refund period has expired, it can hardly be anybody's fault but Telltale's. I have a life, and I can't be monitoring this forum or letting my computer sit there unable to do anything else for 4 hours each time trying to download episode 2 again. The experience of just trying to get this game working was frustrating enough that I had to step away from it and do something else. Wouldn't you do the same if you were trying to get a game working for that long and it didn't work?

    So I came back to this game recently trying to get it to work again, and it didn't. So now Telltale says my original refund request cannot be honored because it's too long since my purchase? This is ridiculous.

    If you can't issue a PayPal refund the usual way, please make an exception and directly transfer my purchase amount to my account using a seperate transaction.
  • MattPMattP ModeratorFormer Telltale Staff
    edited October 2012
    I understand your frustration over a refund, but I would like to try to help you get the episodes you're having trouble downloading. If you've tried all the troubleshooting steps, such as disabling any firewalls or anti-virus software, trying to connect to another available network, uninstalling and reinstalling the game, and verifying your connection is strong and not being blocked by your ISP, then there are still options.

    First, please check to make sure you have the latest installation file as it includes a patch for this issue. Also, there are several workarounds posted on the forums; which have you tried? If you have not tried the manual download option, please read below.

    Though this is not an officially supported workaround, please go to This Thread and scroll down a little and try the Manual Download option. This option should get you the episode data you need. Before attempting this method, please read the first post thoroughly (and post 14 if you have Lion). I know it's not an ideal solution, but it should work.
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