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November 26th Community Updates - [Updated 3:09 PM PST]

GraceFromGoogle
Community Member
132 79 97.7K

Hello, everyone!

We're going to be experimenting with a new method of information delivery today and tomorrow.  You can expect a new announcement thread from the Stadia Community team each day. In that thread, we'll make timestamped updates to drop any new information we have to share with the Stadia community. Thursday and Friday are national holidays here in the USA, so while we'll be browsing the communities, there won't be any significant updates. 

Let's kick things off! 

Tuesday, November 26th,
 
10:10AM PST

  • We have been monitoring your feedback and are continuing to address issues both internally and externally. Thank you for your enthusiastic and honest feedback.

  • We have some news to share later on on in the day, but at the moment, we can't divulge any details. Stay tuned!

 

11:15 AM PST

  • Head on over to the Community Blog to check out an announcement regarding Stadia Pro games in December!

     

1:43 PM PST

  • Hey everyone, friendly reminder that you'll have access to any titles you've claimed as a Stadia Pro subscriber for as long as your Pro subscription is active.

3:09 PM PST

  • We know that some users have recently purchased these two games for their collection. Because of the proximity between the launch of the platform, and the announcement of these titles in Stadia Pro, we're happy to assist you if you'd like to request a refund if you have purchased either or both of these titles, even if it's outside of our normal policy.
79 Comments
boiledfrog
Founder
Founder

@GraceFromGoogle - per many notes here, please point purchasers of Farming SIM or Tomb Raider to the refund process mechanism.

dasFloh
Founder
Founder
@GraceFromGoogle : "3:09 PM PST We know that some users have recently purchased these two games for their collection. Because of the proximity between the launch of the platform, and the announcement of these titles in Stadia Pro, we're happy to assist you if you'd like to request a refund if you have purchased either or both of these titles, even if it's outside of our normal policy." The Support Team refused my refund. What can i do?
SpoonfulOfPB
Community Member

This is great news to kick off the long weekend! Have a great Thanksgiving!

Michele
Founder
Founder

Hey Grace, I wanted to thank all the Customer Support team for deciding to refund applying users of their Tomb Raider / Farm Simulator purchases. 

I appreciate this gesture incredibly, it's so nice to see that you care about us! I was on the fence of asking the refund for my Tomb Raider copy, but in the end I decided not to. Just to say "thank you"... in my own way.

 

Keep up the good work guys. The key for a successful platform is anticipating what users want! 

Doyen
Community Member
I purchased Tomb Raider definitive edition. Can I get a refund?
Doyen
Community Member
@GraceFromGoogle I purchased Tomb Raider definitive edition. Can I get a refund?
Beachy
Founder
Founder

That's great! How do we request a refund?

Ranger
Community Member

Just one question how do we go about refunding the free pro games for December? I bought Tomb Raider the day before it was announced. My only feedback is this should be refunded automatically not just for those of us who manage to catch the communication and figure out how to request it. Otherwise good job so far Stadia I love the concept

Gordy
Community Member

Very classy move to permit refunds outside of the official process - that will fix all the complaints I've seen.

Communication is the key for a new platform like this, and you're clearly listening along with your updates which is fantastic.

Really excited about the future of Stadia, and very pleased I took the plunge to come along from the outset.

EziX
Community Member

DON'T ASK FOR A REFUND YET !!!
I saw that Tomb Raider was going to be free and they were going to give refunds to people who purchased it.
I purchased it so I applied for a refund.

A short bit later it kicked me out *while I was playing it* and now it's gone from my games.

Hopefully my saves are still there.

 

 

 

thirdeye15
Community Member

The moment I held the controller, I felt something special. I have had such a great experience so far and look forward to watching this grow into a vast community! Love from Canada :canada::rocket:

Datsun79
Community Member
Very happy with my games so far. I can’t believe how fast the system is ready to play. I have a 4K OLED display and the games look beautiful on it. I haven’t noticed any lag or stutter or anything. And it’s so nice not to have to wait for a console to update for 10 minutes before you can play.
E31R
Community Member

#Grace.  Hi, This did not work for me, I bought Tomb, requested the refund, and they rejected me for the return policies, bla bla bla

SrGoblin
Community Member

@GraceFromGoogle.     Got invite code, tried to redeem last week. Kid threw code away and reset acct. I feel your pain, seems I messed up this launch too!?    We all fall, just get back up DIFFERENTLY. Good job with your efforts! Im in Stadia, and want to move forward to share the experience with the little one. What should I do? Thank you ahead of time!

TheLord
Community Member

What time can we expect the new Pro Games? It's 1st of December and can't claim anything :thinking_face:

CookieMcCrumble
Founder
Founder
TheLord
Community Member

I see, so I guess that would be 6PM CET? Or are they released separately? @CookieMcCrumble 

Xevioso
Founder
Founder

Oops

omegaleon
Community Member

@GraceFromGoogle 

I was denied a refund... was this all for media or..

BIGT3XAS
Community Member
Any ideal games like PUBG and FORNITE will be added ??? They’re free games how long will it take
BIGT3XAS
Community Member

Where Do I go for refund on Tomb Raider

Beachy
Founder
Founder

Has anyone successfully been refunded as promised? @GraceFromGoogle I would really like to know how to do that...

NoxCyD
Community Member

My refund for Tomb Raider was denied! Requested again with this page link, and instant denial! What a joke, at least communicate your decision to the team that handle refunds!

For those that want to try

https://play.google.com/store/account/orderhistory

Click the 3 dots next to the game

reven
Founder
Founder

Still unable to get a refund about Tomb Raider @GraceFromGoogle . 

gaymerz
Community Member

Hi, how do I get the refund for purchasing one of these games? thanks!

codesplice
Gold Stadia Guide
Gold Stadia Guide

@gaymerz @reven I'd suggest contacting Stadia Support directly:

https://support.google.com/stadia/contactflow

reven
Founder
Founder

Thanks @codesplice but I have already tried. They said that they don't have any specific policy for this problem , so they have to reject my request (I played more than 2 hours before asking...).

Ivan
Platinum Stadia Guide
Platinum Stadia Guide

@reven When did you actually purchase the game? And just to make sure, it's the Tomb Raider Definitive Edition right? Not the other two? You should be eligible for a refund if you bought the game BEFORE the announcement of Tomb Raider DE becoming Pro game.

If that's indeed the case, try to contact support again and show this post, specifically this section:

3:09 PM PST

  • We know that some users have recently purchased these two games for their collection. Because of the proximity between the launch of the platform, and the announcement of these titles in Stadia Pro, we're happy to assist you if you'd like to request a refund if you have purchased either or both of these titles, even if it's outside of our normal policy.

 

I had to do this to get my refund because the customer rep wasn't aware of the policy. Good luck.

reven
Founder
Founder

@Ivan Yes, I bought Tomb Raider Definitive Edition the 24/11/2019 and the announcement was the 27/11/2019.

I mentioned the post but he didn't care about this forum and asked other support team member... No policy no refund for me :zipper_mouth_face:.

He added that community announcement are rarely followed with real policy for support team. 

I will try to contact again Stadia support, it's annoying and only by phone (I prefer chat or email for that).