CD-key already registered...

So, a week later and I'm still getting the same crappy replies from Stardock support. And none of their support forum employees can be bothered replying either. After a second attempt at explaining to the SAME technical support advisor what my problem was, the individual AGAIN tells me to install the game and use the cd-key I was given. Is this some kind of sales tactic? Give your customers cd-keys that don't work, and when they go to support to get it fixed you simply stall them with irrelevant and condescending solution? What can I say, at this point I don't want to have to deal with your company ever again, even if you give me the WORKING cd-key that I paid for. So I hope you're content with my $15, because that's all you're getting.

astaroth190 ...assuming the issue is not with Steam but with Stardock then at the moment you will need to be patient as it's 'Thanksgiving' in the US at the moment so Support won't be available for a few days.

The response you received is the standard issue/instructions, which, if followed correctly 'should' see the game installed correctly.

It is not impossible that there has been an error with the key that was not at your end, however I certainly cannot assist you as I do not have access to accounts/purchases.

I would anticipate Support [ support@stardock.com ] will be back online on Monday.

In the interim, if I see someone [from support] online I'll point them at this thread...;)

They do have a large backlog, astaroth190. Today is also a holiday, and the weekend is also upon us. They also suffered a breaksown in the reply/autoreply system.

It is irksome to have to wait, but that's what you're going to have to do.

If I were you, I would not write to them again, as that will only serve to bump you to the end of the queue.

If you haven't heard back by mid next week, then resubmit. Please pm me if this isn't going well next week, and I will try to intercede.

In the meantime, check the 'spam' folder in the email you use for your registrations (and any others you might have used).

Same issue here, currently awaiting a response from support. I downloaded the game through GameStop and NOT steam so presumable is a Stardock issue. 

Did you get a positive response in the end, astaroth?

SAME ISSUE, FOR THE PAST 3 WEEKS, STILL SENDING ME EMAILS SAYING "are you sure you know how to type on a keyboard".

Update: I opened up a paypal payment dispute with valve. My steam account was promptly suspended, a standard procedure during any payment disputes so I'm told. After talking to steam support, I recieved a fast, to-the-point response clearing up the issue. My account was then unsuspended.

In contrast, stardock is still yet to offer me any advice other than to install the game and use the cd-key. The above responses urging patience due to holiday seasons, etc, seem justified, but are quite irrelevant in my opinion. All that stardock support needed to say, if they really were too busy, was 'sorry, we're too busy, can you wait a while?'. In which case I'd understand. However, the snide, patronizing replies from the technical advisor are totally unnecessary and are probably just some dodgy sales tactic.

My advice: if you paid by credit card, backcharge it and get your money back. Or open a payment dispute with paypal. I'm unsure as to what you can do if you paid for a digital version in another way, but if you bought a physical, cd version of the game, then it's very likely that you're protected by consumer protection laws and can use those to pressure stardock into giving you the product that you paid for. Also, be sure to tell your friends about this and post about it on any social networking sites that you're part of. If Stardock aren't going to honor their agreements, then people should be made aware so that they won't be caught in this web of deceit.

astaroth190 ... it's not about being too busy it's about there is currently no-one in the office who can access accounts and respond to you over the Thanksgiving weekend.

You are a victim of poor timing, not poor response.  I replied 18 minutes after your post in #1, requesting you please be patient.

From your latest comment are we to surmise the issue was not actually with Stardock but with Steam?

To repeat, I do not have access to the accounts to verify your situation regarding purchases, etc.

The 'harsh' comments refer only to the stardock technical support representative who was handling my question, not any stardock respresentatives on this forum.

The cd-key issue is an error on the part of Stardock. Problems with steam pertain only to a refund for the game.

OK, so it's almost Tuesday here - ergo it's Monday morning at Stardock so I imagine people will shortly be manning the office.

Re your last comment do I presume you have obtained a refund from Steam and thus any issue with a cd-key is moot?

Again, response time is 23 minutes.

He/she is not the only one with this issue although that's hardly the point. 

Yep.

Just had to co-ordinate timezones....me in land of nod whilst they're up slaving.

If a 'CD key' input comes up with 'already registered' it appears the issue is directly related to the distribution [in this case Steam] as the distributor apportions the keys.

This really makes Stardock Support's response credible though perhaps not all that helpful "Install the game and use the CD Key provided".

It thus looks 'unfortunate' that Steam's support referred people to Stardock's as all that does is confuse the issue and hinder resolution.

I am not directly connected to Stardock's Gaming but was the 'man on the scene' over the Thanksgiving weekend as I'm not American/in the US., so my specific assistance was limited to 'please wait'.

That just leaves paragraph 3 of response #6 as fundamentally unjustified.  I'd suggest recanting that.  It helps no-one.

On that point, however, Consumer Protection Laws do not differentiate between digital and/or physical sales/distribution....both are protected equally....;)

Did you read what I said earlier? I bought this game through GameStop and not Steam, so it can't be a steam issue. I don't even have steam installed. 

No response from Stardock Support yet, either.

Oops...no...since you posted on the Op's thread which DID concern Steam I had overlooked that.

I expect the problem is the same, but in your case Gamestop, not Steam, so response #12 is relevant....;)

Paypal payment was made directly to sales@stardock.com. Followed astaroths advice have started a paypal dispute to try and resolve the situation now. 

SaintyFreeLord: It looks like your Sins serial is tied to your paypal email and you are trying to activate with the other one.  You should have a reply to your support ticket with further information.