How do I download the Ultimate Bundle?

from Stardock Forums
So back in February I purchased Sins of A Solar Empire and the Gal Civ 2 Ultimate Bundle.
I learned a few days ago that Twilight of the Arnor and the Ultimate Bundle had been released, while randomly surfing the net. I emailed Stardock to ask them what was up because I hadn't heard anything about the release and couldn't remember if it had been a download or if I'd purchased a hard copy. I was told it was the download and that I should just be able to get it via Strdock.

I emailed them back stating that Stardock will not allow me to download anything other than GalCiv2 (I purchased the original when it came out but missed on getting Dark Avatar) and in fact it said that I needed to purchase Dark Avatar and Twilight of the Arnor. I tried uninstalling GalCiv2 and reinstalling via Stardock. In the download que it said it was downloading Dark Avatar adn Twilight of the Arnor.

When I awoke this morning all it had downloaded was GalCiv2 no Dark Avatar no Twilight of the Arnor.
Again I emailed Stardock to ask them what I needed to be able to download the games that I had purchased, to no response. I under stand it's been "only" 16 hours since I emailed them but I would really like to play the game that I purchased that it supposed to be a digital download. I'll also admit that it would have been nice to have been notified that the it was available when it came out like I was for Sins.

So my question to the forum is, is there something that I need to do in Stardock to "unlock" Dark Avatar and Twilight of the Arnor, some code I need to enter that I never received that I can email Stardock (again) and ask for?
Is there someone higher up the food chain than sales2@stardock.com that I need to email to get this resolved?
10,681 views 9 replies
Reply #1 from GalCiv2 Forums Top
Try the Tools->Lookup Serials option in SDC, and see if the resulting email has a listing for each of GC2, DA, and TA.
Reply #2 from Stardock Forums Top
Hmm that was something else that I tried, I got this back from them

Name : Irkala
Email :
Password :(deleted by me)

Product Name : Galactic Civilizations II (Digital Download)
User Name : Rob
Download : http://sdc.stardock.com/sdcentral_setup.exe (Install SDC and use serial above)
Serial-number: (deleted by me)

Product Name : GalCiv II: Ultimate Bundle Pack (Digital Download)
User Name : Rob
Download : http://sdc.stardock.com/sdcentral_setup.exe (Install SDC and use serial above)
Serial Number : [No serial number required]

Product Name : Sins of a Solar Empire (Download + Retail Box)
User Name : Rob
Download : http://sdc.stardock.com/sdcentral_setup.exe (Install SDC and use serial above. Download2 is update
Download : http://dl4.stardock.com/download.aspx?d1=hrll0ju6r%2BvVXfXWuBE5mjxMZNyVL7N9nVPR%2BqHh1PNSFtSZci2Gew%3D%3D
Serial-number: (deleted by me)

So Stardock tels me that there is no Serial number required but it won't let be download it.
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Reply #3 from GalCiv2 Forums Top
Serial Number : [No serial number required]
End of quote


Looks like you'll want to contact sales@stardock.com or support@stardock.com, then. AFAIK you should have a serial there, or separate DA/TA entries with serials.
Reply #4 from Stardock Forums Top
Well I've tried sales@stardockcom and they have been completely useless so I guess I'll try support@stardock.com and see what happens.
But since it's a weekend I won't be hearing anything back from them until at best Monday.

That's awesome, a game I paid for back in February, that came out over two weeks ago, is completely unplayable through no fault of my own. Though I guess I should have been watching galciv2 like a hawk so that as soon as Twilight of the Arnor came out I could have discovered that I can't play the game that I bought.

I think what kills me the most is that I had zero problems with Sins, but I guess that's just my luck.
Reply #5 from GalCiv2 Forums Top
Well I've tried sales@stardockcom and they have been completely useless so I guess I'll try support@stardock.com and see what happens.
But since it's a weekend I won't be hearing anything back from them until at best Monday.
End of quote


Did you get anything back at all? Support-wise, you should at least get the immediate autoresponse; if you don't, check your spam filtering. If there's nothing there, then your email was never recieved.

Reply #6 from Stardock Forums Top
Did you get anything back at all? Support-wise, you should at least get the immediate autoresponse; if you don't, check your spam filtering. If there's nothing there, then your email was never recieved.
End of quote


Yes, I did get the auto-email from Support on Saturday, no I guess it was Sunday when I sent that email, stating that they had received my email, a ticket had been created and that they'd be back to me in around 2 business days.

I just checked the status of my ticket and nothing yet so if I'm lucky I'll get the play Twilight of the Arnor on Wednesday...
Reply #7 from Stardock Forums Top
Well I got a response from support@stardock.com, and now I'm wondering if anyone there know what they are talking about.

"The DvD prints do not go out for another week. Your preorder allowed you to gain access to the expansion extremely early. The Disk did not even go gold for a few weeks after that. It will be another week before the shipments begin. My apologies for the wait. Please let me know if you have further questions."

... o.O wtf? I have yet to gain access to the expansion at ALL, sales told me something completely different. I emailed them back asking for clarification but if they are anything like the sales department I don't ever expect to ever hear back from them.

I guess I'll try the phone number that's on the website but considerings the office hours are 9-4 I'm only going to be able to call from work.

Honestly at this point, if I can't get a a straight answer from someone on the phone I'm just going to contact my CC company and see if I can dispute the charge and give up every playing Twilight of the Arnor as a lost cause.
Reply #8 from GalCiv2 Forums Top
They apparently didn't quite understand that you didn't get a serial number emailed to you. Just be to the point about that (don't mention anything about not receiving a disc in the mail), explaining how the serial number lookup indicates that "no serial is required", and they will help.

And I'm sure if you become frustrated to the point of giving up, Stardock will refund you. You can do what you want, but it seems that calling your credit card company, claiming fraud, is just going to make everything messier.

-HM
Reply #9 from Stardock Forums Top
They apparently didn't quite understand that you didn't get a serial number emailed to you. Just be to the point about that (don't mention anything about not receiving a disc in the mail), explaining how the serial number lookup indicates that "no serial is required", and they will help.And I'm sure if you become frustrated to the point of giving up, Stardock will refund you. You can do what you want, but it seems that calling your credit card company, claiming fraud, is just going to make everything messier.-HM
End of quote


The frustrating thing was that I explained that to them in every single email I sent and i guess they just weren't reading my emails at all.

The comment about calling my CC company was only if I couldn't get anywhere with anyone at Starodck, I was perfectly prepared this morning to spend a very long time on the phone tracking down anyone that could give me a straight answer on what was wrong or how to get a refund.

What happened with I called stardock?
Robot Answering machine
hit I think it was 3 for support
got someone in Support
1 minute to explain my problem
1 minute for the Tech to look up my account
0 seconds, the time it took for him to realize there was a problem and what it was
8 minutes oh him and I BS'ing while he solved the problem
almost 8 hours of killing time at work (oddly enough I work in Sales)

2 minutes to fire up Stardock and start downloading Dark Avatar and Twilight of the Arnor

I found I had four emails from Stardock in my inbox two where from gentleman in Support that I spoke with containing all the information I needed to have everything set up and a way to directly get in contact with him should there have been a problem.
The other emails where from Sales, one containing the information that Support had sent me (but four hours after the fact) the second saying that they'd spoken with Support and believed that everything was solved and to let them know if it wasn't.

What did I learn? Call Stardock don't bother with email. If you have to email, email Support.