Complaint Review: Aspyr Media - Austin Texas

Hi Everyone!

Below is an account of what happened to me when I purchsed a computer game "Dreamfall" that does not run on my computer, but I cannot get a refund. Let the buyer be warned and beware when dealing with Aspyr Media

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To Whom it May Concern:

I purchased this game "Dreamfall" from "Circuit City" last week and when I got it home it would not run on my computer.

I visited the manufacturer's site to obtain information on how to resolve this issue. I followed whatever steps I could to try and resolve this issue, but the game still would not run on my computer. I contacted "Aspyr Media" in an attempt to see if they could further

help me with this issue since "Circuit City" has a "No Return" policy on opened software.

I opened a service and support ticket on 5/6/06 with their tech support department, outlining the error message, the steps I took, and added a summary of my computer's hardware and software layout to the

open ticket on 5/7/06.

Below is a history of the contact between Aspyr Media and myself:

Hi,

I just installed this game and I am getting the following error message every time I try to run it.

"Failed to initialize Direct3D. Aborting."

I have Pentium 4 1.6 ghz, 640mb ram, 60GB hard drive, nvidia GeForce2 MX/MX400 card with 64mb vram, Intel 82801BA/BAM AC'97 audio controller. I am running WinXP Professional with service pack 2. Have McAffe 7 enterprise vscan(it's usually enabled by default)

Please let me know what should be done or if I'll be able to play this game at all. I only have 7 days to return it to the store if I can't, so....

Thank You for your assistance in this matter

When I didn't hear from them fast enough, I went to "Circuit City" to ask about returning the game because I didn't want to lose my 40 bucks. They told me they can't refund money for opened software, but

could only give me the same title and that's only if something is wrong with it. So I waited patiently to hear back from Aspyr and this is the response they sent:

Unfortunately, you video card isn't powerful enough to process the game. here is a list of supported video cards for that game:

ATI Radeon 9550, ATI Radeon 9600, ATI Radeon 9700, ATI Radeon X300, ATI Radeon X500, ATI Radeon X600, ATI Radeon X700, ATI Radeon X800, ATI Radeon X1300, ATI Radeon X1600, ATI Radeon X1800, Nvidia Geforce FX 5700, Nvidia Geforce FX 5900, Nvidia Geforce FX 5950, Nvidia Geforce 6200, Nvidia Geforce 6600, Nvidia Geforce 6800, Nvidia Geforce 7800

*Intel Extreme Graphics and SIS chipsets not supported

Sorry I couldn't help you more.

I responded with:

Well, since I can't return opened software to the store. How do I go about obtaining a refund for the $40 I am out of? Please let me know.

Thank You

The following response is what I got from them on 5/9/06:

We do not provide refunds for products that weren't purchased directly through our Amazon.com store. Also, we cannot provide refunds for products that aren't defective or damaged. Sorry I couldn't help you more.

I was so angry at this obvious attempt at a rip-off, I responded with the following:

So you mean to tell me that you guys are selling software that doesn't work with 80% of the computers out there, expect people to spend additional money to upgrade their computer's video card (for a 40 dollar game) and no one is allowed to get a refund? Do you guys have any idea how hard it is to get a refund on a game that has already been opened? A lot of stores won't do it because people can simply copy the disc. I am sorry to tell you that your company is not showing professional behavior at all and I will never purchase anything from your company again.

In addition, I am sending a complaint to the Better Business Bureau of Texas as well as a summary of this incident on 'www.ripoffreport.com' so no one else gets suckered in by your company. If you want to wander over to the tech support and glitches area of (link deleted - see below) you can be damned sure there are a LOT of unhappy people that are dissatisfied with your product. There are so many posts about this game being defective we can't keep up. Get ready for lots more complaints from the people that have bought this game because there are a lot of us out here and we are all mad.

Thanks for nothing

A lot of people have been complaining about this game not being able to run since a lot of people have machines that have slightly older video cards. Times are hard now for a lot of people and we can't afford to updated computers just to play a 40 dollar game. Such a

small margin of people can actually get this game to run, and the ones that CAN run it are overrun with the game crashing, glitches, error messages... all things that should have been seen to by the programmers

at the company BEFORE oputting the product on store shelves and the internet for sale.(as according to the numerous rants and raves on (link deleted)'s tech support and glitches area)

All I want is my money back. Can you please help me? Thank You very much for your time

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I just hope I get my money back. But like I said, I will never buy anything from this company or anything that they produce again. Just an FYI

Erica

East Elmhurst, New York
U.S.A.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.