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Mohamedztema
Stadia Player
Stadia Player

My experience with Stadia Support

Hello everyone,

I just want to share my experience with Google Stadia support.

I have the issue with Rise of the Tomb Raider, as I have bought it that last month and it is free for this month.

I am not able to have any other free games as Google Stadia promised, free games every month and no refund as well.

I only wanted a solution for the current situation, either a refund or a different game

as you can see inside the attached picture, Google Stadia refused to continue discussing with me they just trund-off the conversation, which is not I have expected.

just to be clear, I LOVE GOOGLE STADIA best every and I am on supporting this platform to be the best as it is in my opinion for the moment.

I hope that they do care about the service and not only on the latency.

Do you think there is a responsible person who can see this message?

let us start the new year with positive energy.a.png

NextGen
0 Kudos
9 Replies
Mad_Dog_Bravo
Community Member

@Mohamedztema :

This is the luck of the draw I think, depending upon when you have purchased a game.  The criteria for a refund remains the same unless Google decide to change it.  The caveat is purchased within 2 weeks and less than 2 hours total game play.   IIRC for the first Tomb Raider that was made available as a Pro Game freebie the grace period was extended (although I don't have specific details on that refund policy, just what appeared to be reported by some folks).  I was fortunate in that I had purchased the game the day before it was made available via a Pro subscription and hadn't played the game at all, so a refund was still available just with a single click via the app).

I don't really know what else to suggest for you, if your purchase is no longer within the time frame of the refund policy and Google are not prepared to make an exception for you.

You could try and reach out to some of the Google staff that are on the forum, but once again, they may not be able or prepared to assist you with this case...

Kudos appreciated if deserved.
4 Kudos
Deleted User
Not applicable

@Mad_Dog_Bravo explained it perfectly. Google has set guidelines when it comes to refunds. does it suck if you just bought a game and it's free a couple days later for pro users? Of course! But that doesn't mean you're entitled to your money back. It's just the luck of the draw as Bravo stated.

I bought FFXV when it was $30 and now it's on sale for $20 but thats just life.

3 Kudos
Nightcrow
Stadia Player
Stadia Player

Also bought games can still be played with a stadia basic ( account with no active subscription) when that is released. Claimed stadia pro games are not. I bought tomb raider when it was on sale, and when i know i will still be able to play it even without a pro subscription i think it is worth it.


Stadia name Nightcrow#9757 :slightly_smiling_face:
2 Kudos
Nilas
Founder
Founder

You own the game. If you unsubsribe to Stadia you can still play it since you bought it.

if anyone who claimed the game for free unsubscribes he cant play anymore.

that’s a major difference.

0 Kudos
Northlight
Community Member

Well this is a rare case were I support Google support. :winking_face:

But your right let's give them positive energy.

I collect Kudos for living.
3 Kudos
User1
Founder
Founder

I'm with Google on this one. You get some free games, but it doesn't have tot be every month, and it doesn't have tot be exactly 2. Also, they must draw a Line somewhere for the refund

4 Kudos
Bakken
Founder
Founder

This is to be expected. I know that's not the answers you'd wish for, but it's pretty clear in the ToS.

When Google released the first Tomb Raider as a Pro game they said that they'd allow refunds due to it being released just over a week after the service/platform launched. They also specified that this is not acording to their original policy.

It's the same as with PS Plus and Xbox Gold/Live. They have pretty much the same pros and cons, where I personally prefer to pay for quality over the online service. I can however agree that he might have ended the conversation rather quickly, but also that You weren't being an easy customer. Making a claim he obviously didn't agree on, and that was fundamentially misinterpreted

I enjoy the "included" (not free) games with Pro, but there will always be months in which we already own the game, or simply didn't want it (I probably won't try Farming Simulator again, for example). Also, continuing on, there will most likely be one (1) game per month, not two or more. As Google always framed it, at least one game per month in the Pro subscription. I love that they've included two games these months, but I fear that people will grow to expect it.

1 Kudo
Mohamedztema
Stadia Player
Stadia Player

Thank you for having the time to read my post, I appreciate, really.

I agree with all your points but I do have some extra comments:

I think that my expectations that Google will take care of its service than other competitors and not to compare it with others e.g. PSN or Xbox Cloud etc.

The support team supposed to have more knowledge and scope in their field and not with a response that: Sorry but the system does not allow me to make a refund!!! as if I have asked for a refund, while all I wanted is a solution.

I think that a Tech company require people to use their brain to think more than a system to find a solution and to communicate and try.

But as I have said before, my hope where to high from Google.

Still, I hope that the current service (Google Stadia) will be more successful.

And I will try to keep supporting the service because as you have mentioned, each company has it is own pros and cons.

 

 

NextGen
1 Kudo
Bakken
Founder
Founder

I think I get what you're saying. At the time, you kind of gave the support two options: 1. Refund the game - 2. Give me another game. Maybe the third option would be to explain how they're thinking, but that's kind of in-between the lines of marketing and the ToS.

While I agree that Stadia should stand on its own legs, they also need to climb into an already crowded (well, not crowded but competitive) market. The included Pro games are probably a deal between Google and Publishers. So for them to give everyone who already bought the game another choice would probably cost a lot more. Therby not being a substainable buissness strategy.

I think understand your point, but I don't want you to expect a solution to this "problem" in the future because that's doomed to be dissapointing. 

3 Kudos