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Green Man Gaming (Steam) Deals: 25% off Murdered: Soul Suspect and More

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#2401 simpsonps121

simpsonps121

Posted 15 August 2012 - 06:06 PM

I would dispute it. They charged my card for an unauthorized amount. The logic is purely based on - the invoice said it was a $.79 purchase, and when I looked at my credit card, it was $12.79.
The credit card does not care about buttons being checked. It is all about the "authorized" amount.

This should be a very easy dispute.

As to GMG - they are claiming you "missed the option." If I would choose to fight with them (Probably near pointless) I would argue that I did not miss anything. I very much aware of how to use my credit, and I did everything correctly to do so. Hence, the loss of my credit...

#2402 inm8num2

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Posted 15 August 2012 - 06:16 PM

^ Thanks.

Right now I'm trying to write back in a way that is polite but also points out the clear issue that was nicely stated above. The checkout page said one amount to be charged, in reality it was another.

As it stands I was charged $12 extra, but they added $5 credit to my account. I'm still down $7, and I would have appreciated a credit applied to my card. I don't fully believe them when they say they can't do a credit transaction to a card. If they have the card info it should be quite possible.

I suppose it's worth one more shot with GMG, then I may have to dispute. My only concern there is that I don't want to be in hot water with GMG or have my account flagged for any reason in the future, as I could foresee making a purchase there in the future.

With all the issues going on right now with keys being issued for other games (Darksiders, Sleeping Dogs), I'm guessing that my support ticket is definitely a low priority. Plus, without a screenshot all I have is my word, and all they have is the final value of the transaction.

#2403 Cheaplikeafox OS X

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Posted 15 August 2012 - 06:38 PM

^ Thanks.

Right now I'm trying to write back in a way that is polite but also points out the clear issue that was nicely stated above. The checkout page said one amount to be charged, in reality it was another.

As it stands I was charged $12 extra, but they added $5 credit to my account. I'm still down $7, and I would have appreciated a credit applied to my card. I don't fully believe them when they say they can't do a credit transaction to a card. If they have the card info it should be quite possible.

I suppose it's worth one more shot with GMG, then I may have to dispute. My only concern there is that I don't want to be in hot water with GMG or have my account flagged for any reason in the future, as I could foresee making a purchase there in the future.

With all the issues going on right now with keys being issued for other games (Darksiders, Sleeping Dogs), I'm guessing that my support ticket is definitely a low priority. Plus, without a screenshot all I have is my word, and all they have is the final value of the transaction.



Just be stern with them. Email them and tell them what you want done:

You want the transaction refunded in full because you did not authorize the account. You do not care about the credit as what worries you is being charged more on your card than you expected. You do want the game and you want it with your $12 applied as credit and with the remainder charged to your card. You appreciate what they are doing, but you are not satisfied and you will have no choice but to file a chargeback and reconsider future purchases if they do not remedy the situation to your satisfaction.

You can be stern, but nice. Honestly if they flag your account for something like this, then they probably aren't a company you'd want to give your business to anyways.

#2404 JKSonic

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Posted 15 August 2012 - 07:00 PM

Cool, got Sleeping Dogs for $36! After seeing/reading reviews I got pretty hyped to try this game out. Been itching for a decent game like this for a while so hopefully I'll enjoy when I get to try it out later.

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#2405 Syntax Error

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Posted 15 August 2012 - 07:37 PM

I see vouchers aren't showing again for "purchasing" the free games. I'm not in any rush but last time I just assumed they'd show they never did.

#2406 rybrad

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Posted 15 August 2012 - 07:49 PM

If you feel customer service isn't doing their job, you can always post on the GMG forums. In my experience it seems that things get corrected pretty fast when people start publicly bitching on their forums.

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#2407 BrolyB593

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Posted 15 August 2012 - 08:07 PM

Got it, thanks Fox!

#2408 nategator

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Posted 15 August 2012 - 10:08 PM

Just be stern with them. Email them and tell them what you want done:

You want the transaction refunded in full because you did not authorize the account. You do not care about the credit as what worries you is being charged more on your card than you expected. You do want the game and you want it with your $12 applied as credit and with the remainder charged to your card. You appreciate what they are doing, but you are not satisfied and you will have no choice but to file a chargeback and reconsider future purchases if they do not remedy the situation to your satisfaction.

You can be stern, but nice. Honestly if they flag your account for something like this, then they probably aren't a company you'd want to give your business to anyways.


I am glad we can agree that chargebacks are an appropriate solution with a merchant that seems unwilling or unable to rectify a problem the merchant created.

Unfortunately due to the limitations of forum conversations, I think I could have been clearer in expressing what I was trying to say. Of course, first you must try to work out a solution with the merchant first before resulting to a chargeback. It makes more sense as usually the remedy is faster (the chargeback department can put you on hold for a long time). Also, it ends up costing the merchant a lot less. Finally, a most importantly, from my experience most credit card companies first question will be: have you tried to resolve this issue with the merchant first? and bounce your call if you do not have a detailed affirmation.

I congradulate CheapLikeAFox for volunteering his time to walk-through another member of this forum in resolving a customer dispute. Where we may differ is how soon you want to pull the chargeback trigger. Personally, I would be talking to my credit card company now since GMG doesnt even offer a NA telephone number yet targets the NA market, but CheapLikeAFox does raise great points about the value of continuing vendor relationship with GMG, the value of the additional credit, etc. After all, the trade-in credit was never used and you got $5 more trade-in credit for the future, so arguably depending on if the trade in credit = real money for buying future games you want, you profited from GMGs mistake.

I also think its important note how much value a vendor like Amazon provides by having superior customer service, immediate telephone support, and a proactive community rep to address these issues.

Thanks to you guys for sharing your experiences with GMG, it will definitely impact my future purchasing decisions. I certainly will be very careful to confirm trade-in credit is being applied and very cautious if I ever am excited enough about a game to want it as a pre-order!

#2409 inm8num2

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Posted 15 August 2012 - 11:50 PM

I sent another message earlier today conveying what you guys have advised regarding the issue of my card being charged more than I authorized. I hate to do this and hope I don't come out like a jerk to them, but I feel that it's important to let a vendor know when they made a mistake. If they don't fully acknowledge or fix that mistake, and I were to do nothing, it sets a low standard for how businesses treat customers.

This is coming from someone who has worked in customer service and retail. I always try to be nice with people in person, on the phone, through e-mail, etc. because I know they're just trying to do their job. The customer service rep at GMG is likely following instructions from a manager, so I wouldn't want to come off as harsh at all towards him.

If I still don't get credited the full $12 of the error, I'll sadly have to contact my CC company. At that point what happens? Do I have to provide them documentation or screenshots? What happens to the game I bought (it's a retail code I haven't redeemed yet)? I want to keep the game, just at the price I thought I was paying for it.

#2410 nategator

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Posted 16 August 2012 - 03:18 AM

I sent another message earlier today conveying what you guys have advised regarding the issue of my card being charged more than I authorized. I hate to do this and hope I don't come out like a jerk to them, but I feel that it's important to let a vendor know when they made a mistake. If they don't fully acknowledge or fix that mistake, and I were to do nothing, it sets a low standard for how businesses treat customers.

This is coming from someone who has worked in customer service and retail. I always try to be nice with people in person, on the phone, through e-mail, etc. because I know they're just trying to do their job. The customer service rep at GMG is likely following instructions from a manager, so I wouldn't want to come off as harsh at all towards him.

If I still don't get credited the full $12 of the error, I'll sadly have to contact my CC company. At that point what happens? Do I have to provide them documentation or screenshots? What happens to the game I bought (it's a retail code I haven't redeemed yet)? I want to keep the game, just at the price I thought I was paying for it.


Chargebacks are really a whole-or-nothing approach. Your options are probably either getting a refund/chargeback but losing access to the game somehow or will getting to keep the game with whatever you have gotten from the merchant. So make sure you know what you want before contacting the cc company.

From personal experience, you will end up with a CSR rep who will ask you why you want to chargeback the purchase. Explain the situation, especially that you didnt authorize the amount, and that you tried to contact the merchant to resolve the issue but even though they responded they failed to refund your money. Have screenshots of the emails ready to go but I doubt the cc CSR will ask for them. Volunteer only information required to get you to your request, but be ready to answer any questions for additional information candidly.

Sometimes that has been enough. I guess different cc companies have different problems plus some merchants probably have a worse reputation than others. If not, the cc CSR may ask to put you on hold and they will initiate a teleconference between you, the cc CSR, and the merchant csr. You may be asked to update the merchant csr or the cc csr will sum up what you said. After that, respond as appropriate and ask again, politely, for a refund or a chargeback. Usually at this point the merchant will offer to refund. Ask how long it will take. If the merchant agrees to refund the purchase, ask the cc csr to note what the merchant promised in in your account and that the file should remain open in case the merchant does not refund the account, to speed up the chargeback process.

If the cc csr sides with the merchant before contacting the merchant, you can state that you want it put in your records that the reason for your possible future cancellation of the cc was that you felt the chargeback decision was erroneous and you will be looking to take your business else in the future. That may get a more favorable reconsideration but probably not. Overall in my experience, generally the chargeback CSRs are more inclined to side with companys customers than the merchants. After the merchant and the cc csrs hash everything out, however, it is more difficult to get a reconsideration and an appropriate response depends on the situation.

This may be overkill but you may want to glance at summary of chargeback rules on the link I posted before, provided by the state of California. It will give you an idea of how you want to frame your request so that it falls within one of the reasons valid for a chargeback. You may also want to look at any additional purchaser protection not provided by law but offered from your cc company, which can generally be found on their websites. Things like purchasing protection, $0 liability protection, etc. You can then turn to these rules (legal or company) if there is any confusion on the cc CSR part. But since the amount is so little, you may not want to bother however.

Key to all this is keeping that general attitude of understanding the hard working customer service representatives jobs and always being polite and respectful, yet firm when necessary.

Good luck!

#2411 inm8num2

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Posted 16 August 2012 - 05:20 AM

^ Thanks for the detailed information. I feel a bit odd having these discussions, as I didn't anticipate this when making a simple purchase on the web.

The funny thing is I don't want any extra compensation given to me. I just want them to take $12 from my GMG account instead of from my credit card. If they truly can't issue a $12 credit to my CC, then the next best thing is a $12 credit to my GMG account.

I did peruse the chargeback rules you posted earlier, but perhaps if this goes that route I'll read in more detail. I really don't want it to come to that. Honestly, I might just forget about it. Really not worth the trouble, but as I mentioned before I'm a bit uncomfortable with how GMG communicated with me, guaranteeing a certain credit to be issued then later saying, "Oops, we didn't mean the difference."

The digital game purchase heard throughout the world! *facepalm*

#2412 rybrad

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Posted 16 August 2012 - 12:31 PM

Today's deal is Men of War: Vietnam $8.73

Get a $2 credit for spending $2 and signing up with Green Man Gaming using my link


#2413 measureless

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Posted 16 August 2012 - 12:53 PM

You know, I've never gotten one of those vouchers after purchasing. Nothing shows up in my keys section and when I complete check out for a free game I always get the "you already own this game" error. So yes, I get the game, but not the voucher.

And it would really annoy me but... GMG has had such great promotions lately that it's hard to stay mad at them. Not to mention I won Arkham City from them last summer and just won Dawnguard today. So while I was hoping to buy something at 20% off this weekend, I guess I can't really be upset.

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#2414 bobphone

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Posted 17 August 2012 - 12:58 AM

I assume they aren't carrying Transformers? How are there no deals on that game?

#2415 FaintDeftone

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Posted 17 August 2012 - 01:49 AM

Looks like the voucher is dead now. Sucks. I was going to get Sleeping Dogs. :(

#2416 Killbomb

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Posted 17 August 2012 - 03:07 AM

EDIT: Wrong thread...duh.
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#2417 Syntax Error

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Posted 17 August 2012 - 03:12 AM

I did a support ticket today on my missing Greed: BB voucher and they emailed me a voucher code soon after. Just in case anyone here failed to receive it but wants it.

#2418 motoki

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Posted 17 August 2012 - 03:37 AM

I did a support ticket today on my missing Greed: BB voucher and they emailed me a voucher code soon after. Just in case anyone here failed to receive it but wants it.


Wait, there was a voucher given for getting the free Greed? Of course I didn't get it. I never get their vouchers for the free games. Always had problems with it.

I submitted a support ticket last two times and they never did get me one though they did finally issue that Cuzudidntget1 code and let me know about it.

I don't think I will fuss with reporting it this time. There's nothing I want that bad right now really and I think they still have an outstanding general use code that I haven't used yet.

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#2419 rybrad

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Posted 17 August 2012 - 12:29 PM

Today's deal is The Lord of the Rings: War in the North $4.99 (Steamworks)

Get a $2 credit for spending $2 and signing up with Green Man Gaming using my link


#2420 aa.jetta

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Posted 17 August 2012 - 12:56 PM

I have always had a voucher code in my order confirmation emails (towards the bottom).

For example with the free Greed Game:

Vouchers
You have the following vouchers to use:
Name Code Expiry
Don't be GREEDy <snip> 2012-08-31 20:50:56

After all of the activation jargon. Of course it does also mention that it should be in the keys section as well, so I'm assuming there's a problem on their end.

#2421 Severose

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Posted 17 August 2012 - 12:59 PM

Not sure if this was already mentioned, but I believe to have found a gem that's on sale right now for $2.49 (75% off) called Experiment 112. ;)

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#2422 warreni

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Posted 17 August 2012 - 01:48 PM

Today's deal is The Lord of the Rings: War in the North $4.99 (Steamworks)


I'm plugging this as it's one of the best ARPGs I've played in a while. Here is my recommendation.

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#2423 Financial Panther

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Posted 17 August 2012 - 01:57 PM

Not sure if this was already mentioned, but I believe to have found a gem that's on sale right now for $2.49 (75% off) called Experiment 112. ;)


Ohh...nice find! Looks interesting even though I'm not that into adventure games. You should post this on the GG thread to let others know. :applause:

I'm plugging this as it's one of the best ARPGs I've played in a while. Here is my recommendation.


nice writeup on the game.

#2424 gnargnargnar

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Posted 17 August 2012 - 02:00 PM

DERHE-RRDER-RINGE promo code found by someone in the Steam thread knocks LotR down to $4.00.

Unfortunately, I cannot get my CC's or paypal through on GMG today. Been wanting the game for a while, too. So I suppose if anyone didn't want it for themselves and wouldn't mind helping me out for paypal reimbursement, I would appreciate it.

#2425 asheskitty

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Posted 17 August 2012 - 02:16 PM

Ah, I see where vouchers would be under GMG->MyAccount->Keys nothing. Greed:BB is in my Games tab. Oddly I never received an email from GMG for my Greed:BB $0 purchase. I can't only find GMG emails with non-zero dollar purchases.

#2426 Cheaplikeafox OS X

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Posted 17 August 2012 - 02:46 PM

I used to get vouchers, but for Greed and the last free game they have gone away. But both times I got the error message you already own game when I tried to order (when I did not). I think in the future I will wait to get the free game later in the day. I think when their servers are flooded it increases the likelihood of the site not working properly.

#2427 rybrad

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Posted 17 August 2012 - 02:52 PM

I'm plugging this as it's one of the best ARPGs I've played in a while. Here is my recommendation.

I only played co-op so I can't speak to single player but I had a great time playing this game with my friends, easily worth $5.

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#2428 BLink

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Posted 17 August 2012 - 03:00 PM

I've been waiting for this price for a while so it's finally time to bite.

#2429 psunami

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Posted 17 August 2012 - 03:29 PM

With credit and the coupon, I paid $1 for LoTR. Thanks for the info, all.

#2430 mkaliaz

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Posted 17 August 2012 - 03:36 PM

LoTR is fantastic. If it wasn't for a severe backlog and the fact that I've already played it on the consoles, I would definitely pick this up. Its good single player (that's how I played it) but I heard even better co-op.