I sent an email to gamesplanet, asking why the free games had been removed from my basket. I had not been able to check out because the whole world was trying to lol. Anyway I received an email saying sorry we cant give out any more free games, but its ok because they are 60% off now !! - thats not what I asked !!

I sent them a reply saying I was disappointed as I had also not received my 5 quid off voucher for doing their survey, and I felt let down twice.

Today I received a reply - I am advised that they never got my email from the third party company who did the survey, and how can they fix something they know nothing about ? They also stated to say I was let down in this instance is wrong. Finally, they hope I will try their service so that my opinion can become unbiased !!!!!!!!!!!

I cannot believe that this company has been so quick to alienate me. They promote gifting, and as I like to do the odd 1 or 2, I was interested.

I worked out how much i have spent on games this year so far, perhaps they would not be so quick to dismiss me, should I decide to send it them lol :D

I once bought Batman: Arkham City from gamesplanet and the amount of crap I had to go through to get the cd key was immense. Their customer service is really bad. I am never shopping there again and after your horrid experience with them I doubt you will ever be doing business with them again as well

I have not done any business with them, nor do i think i will be lol :)

I work in customer service, mainly a technical side of things. Sorry you experience dthat Ian! The unfortunate side is that there were probably others who had the same thing happen. Perhaps it was the 3rd party service to blame, or a number of people trying to scam their gifting that has left them seemingly jaded.

Depending on how you feel, There's a few different courses of action that yield results:

1) Send them a letter sharing your disappointment, including the previous responces from them. Send it to someone in a higher position of authority if possible. Chose to state whether or not the experience will prevent you from being a customer of theres.

2) Poliely state that you appreciate their responses, and that it has spurred you to share your negative experiences with others. Feel free to list the networking and gaming sites that you frequent and/or will post, including the ammount you spend each year on games, giveaways and overall promotion that you do (which you've done time and time again here :) ) and everything else they are missing out.

3) all of step 2, with a follow up of actually listing those complaints on other sites.

4) Ignore them and shop elsewhere.

Or, my personal favorite...

5) Simply state "Thank you for your timely response. Unfortunately, you have lost a potential customer. Your responses to my inquiries were are clear indication that you are not a buisness I can trust. Therefore, I will not contribute towards your financial nor reputable profitability. I wish you well, and may your misleadings cease. Cheers."

If they wish to retain a customer, they will respond in some sort of positive way. Most likely they won't.

Either way, I'm sorry to hear your experience, Ian! Multiple people did not get the voucher (myself included). If there was a game you're really wanting, I'm sure many people here would love to contribute towards gifting it to you.

.... or if we start a Kickstarter, we could have it be the "Get Ian a game" Fund, where we set up tiers on what games you would get, lol... Hmm... I'll have to look into that ;)

I thought this might be a bitching about GOG thread before I clicked on it, glad I was wrong.

The experience you had sucked, they could have done more to at least act like they cared.

Personally I've about reached the point where when I see a free games promotion from a major store, unless I've had good dealings with them in the past I assume I won't get anything in the end.

I'm not a big fan of GamesPlanet either (mostly because their prices seem much too high compared to other shops, and the way they are pitching 10% discounts is ... odd ... in the current market), but I have to say that I had a good experience with their support. My request was answered and fixed within two hours.

That said, the response you got was indeed pretty bad.

Thanks for the replies :)

Braussie - number 5 is quite brilliantly worded mate :)

Fictionvision - it wasn't the free games that atracted me, I had an account before that came along. That they promoted gifting was the draw.

My email to them was never about a free game. With the voucher and free game fiasco, I wanted to see their response to the questions I raised, to guage if I felt comfortable enough to begin a regular monetary realtionship....... I don't

Instead of telling me I am wrong and biased, it obviously never crossed their minds just reply - "sorry to hear that, we will look into it for you." - I would have been quite happy :)

EDIT - perhaps it's because it is on the net, and they know they will never meet you ?! however I still don't understand it from a business point of view lol

I never heard of them, but a quick look at their site and they seem on the pricey side.

As regards your complaint, 90% of dis-satisfied customers walk away without saying anything, the 10% that take the time to make you aware of their dis-satisfaction should be looked after as well as possible, to avoid situations like what has happened now...I dont think anyone on this site will deal with them, because we are aware of how expensive they are and their customer service is shite.

They blamed your actions, the customer's actions, and provided no recourse. They don't deserve your business. I heard GOG is pretty good...

the 2 times i have had to approach GOG customer support, they have been very good. Short, polite answers, with a reason for their decision.

Yeah, they changed your username with little effort. That's pretty cool. I don't know of any other service that would do that. Then again, I'm rather ignorant about these things...