Supreme Commander: Forged Alliance Download

from Stardock Forums

Here is a copy of the e-mail I just sent to sales@stardock.com

 

Considering responses from your company by e-mail are spotty at best, I am posting a copy here as well so as to avoid the unecessary process of disputing the charge with my credit card company:

 

Subject: Supreme Commander: Forged Alliance Download

Hello, I purchased Supreme Commander: Forged Alliance using Impulse.

It downloaded all 4.62G of the file and both times said invalid file, and that I would have to download it again.

I do not have the time to wait for your fail software to send me another invalid copy.

I will purchase the game from another vendor.

Please contact me at 804.767.2068 to confirm refund of my $19.99.

If I have not heard from you by end of business Friday I will dispute the charge directly with my credit card company.

Thanks,
Matt Westfall
President and CIO
ECAN Solutions, Inc.

3,943 views 4 replies
Reply #1 from Stardock Forums Top

If spotty means replying to your email less than 2 hours after we opened for the day, then I'd say spotty is pretty good!

We received your email Jun 23 2009 08:00 PM EDT (after normal business hours) and responded promptly at Jun 24 2009 10:46 AM (we officially start at 9 AM EDT).

Please review our refund policy located at: https://www.stardock.com/stardock/sds_returns.html

We offer full refunds after tech support is utilized and is not able to resolve any technical issues you have. Specifically, we need to know:

1) Your product name and your subscription/serial number
2) Your hardware configuration (video card and CPU are the most important ones)
3) What version of Windows you are running
4) A complete detailed report of the issue including any errors that you received and how the problem can be replicated.

Please reply to this email with the information described above.

If technical problems cannot be worked out by reasonable means, technical support will instruct you on how to receive a full refund.

If you do not wish to work with support on technical problems, or you do not have any technical issues, I can only offer a partial (75%) refund.

Reply #2 from Stardock Forums Top

ErkDog,  We are always happy to get feedback from our customers.  If you would like to point out where you think our service could be improved we'd be happy to hear it.  Sadly, we have to balance level of support service with cosst so we can continue to provide savings and other services.

Thanks.

Fences - Organize your desktop icons today!
Reply #3 from Stardock Forums Top

Zubaz, I will admit that this reply was prompt.  However often I do not receive prompt replies.

 

I have re-replied to Melissa's e-mail that she sent me with the salient information.

 

Zubaz, in regards to this specific issue.

 

Your software was making me download a 4.62 Gigabyte file.  After that LARGE file had been completely downloaded it was doing an MD5 check. Which failed... Twice.

As I was unable to continue wrestling with your software I purchased the product from another vendor.  Specifically Direct2Drive.com


There are two ways you could resolve this issue in the future.

1) Work BitTorrent technology into your downloads.  BitTorrent does CRC checks on each piece as it is downloaded, preventing the issue as outlined above.  Additionally this would provide you with the ability to give people faster downloads.  I was only able to download from Impulse at 1.85M/sec.  I have a 50Mbit internet connection.  Direct2Drive.com sent me the files at 3M/sec.  Especially since you can 'seed' the files from multiple geographic locations it would provide you a much more robust network with which to deliver content to your customers.

2) If you don't want to go full on BitTorrent with your software, at least have it do CRC checks on smaller pieces of the file instead of waiting for it to tell me the 4.62GB of data I just spent 40 minutes downloading is invalid.

 

Thanks,
Matt

 

Reply #4 from WinCustomize Forums Top

Thanks for the input.  I'll pass it along to Impulse people.