Hi fellows, today I need your help to reach out stadia customer service and community managers because this time something awful happened to me. December 7th, 18:30, I was going to buy for my sister’s Christmas present (she’s 13 yo) Destiny 2: Legendary Edition, since my brother and I have been playing destiny on Stadia since launch in Nov 2019. I’m one of the founder, just like most of you who care and love what this platform can do. The Problem arose 2 minutes later, when I saw that the account I bought the game on was mine. I felt awfully guilty in that moment, so I reached out support, after have read the terms who explicitly negate me any refund on “extensions”, and they just listened to my request and did nothing more. I asked “Is there any way to even move the DLC bundle to my syster’s account?” and the support silenced me claiming the fault was mine and they can’t do nothing about it. My complain is here, why I was able to buy something I’ve already bought before and was already mine? All the DLCs were already active on my account, Forsaken and Shadowkeep (half of the bundle) by the pro sub, and Beyond Light deluxe edition pre-ordered at full price before launch. Why nothing alerted me of buying something I had before and already paid before? Why I wasted 80€ in such way, I gained nothing from this purchase, only guilt feelings.
I think I owe you some background info, I first bought the Stadia Founder edition and a white controller with my brother, for years we’ve been dreaming of playing together and finally this come true. In a year we spent over 470 euros on this platform, 330 of which has gone directly to stadia, now this make me feel fooled around, and I’m feeling scammed. I was willing to buy other games like cyberpunk, AC: Valhalla and RDR2 but now I don’t trust you. In this period of the year, with covid locked in house, I wanted only to make my sister happy and join us with some raids and trials of Osiris. So I ask you, stadia community managers, to support me doing this, I think this is an ethical issue, I was answered very badly during the support call, saying that paying you guys is my fault I’ve lost 79,99 euros getting nothing from this transaction. I don’t believe the responsibility of this is mine by default as reported to me. This answer is unacceptable. I hope to be contacted ASAP to get a more coherent answer regarding the ethical values of this platform. I’d like to get back on good terms with Stadia but this is a strong disappointment.
I hope to be contacted shortly to solve this complain and you guys, in the meantime double-check all of your purchases if you’re going to make some gifts.
ID: SuperFede#5465
Also posted on reddit at https://www.reddit.com/r/Stadia/comments/kbodvn/this_is_an_ethical_issue/
I am sorry to hear this, but so far I am thinking that you are also responsible to check with which account you are logged in to purchase the game. I agree, it would be better if a warning pops up à la "Important: You have purchased this game already, do you really want to buy it again?", this might be something the developers of Stadia can improve (you can leave feedback for them in this case by tapping your profile picture in the top right corner in the Stadia app or on stadia.google.com and select "feedback").
When the support has no option to transfer this game to your sisters account, then the only way would be to try a refund of the game and purchase it again on your sisters account. What you can also do (if you are living in the same country), is to found a Google family and share your games with the other family members. This way, your sister can also play it, you just need to keep in mind that for every person who wants to play it at the same time, you need a game-license (Here you can find more details about family sharing).
So maybe the family sharing is an option for you if you can't get a refund here. You basically have two licenses then of the game, which means that 2 people in your family can play it at the same time.
Tried to play with her and she can't access the DLC content as I am able to do so. The problem is that a platform should not allow this, Steam, BattleNet, Origin can't trick you with this, you can't buy a game twice on the same account. That's the complain. The game Destiny 2 is free and the DLC are not shared because the game is free. Though I own the 2 DLC included in pro now, the other (of a value of 60€) is not present twice. That's the point. That being said, thanks for your kind answer.
If people did not buy games to test them and then return them, cases would be more punctual and customer service would be more comprehensive.
The entire return process is a cost for the platform that the user does not seem to care about. I've seen stadia guides and Youtubers with dedicated Stadia channels encourage the use of buy / return as a "trick" for testing games.
Like promoting VPN, the user does not care about the damage it does to the company, it only does what it wants.
On the other hand, the case presented here would deserve a refund, because we all make mistakes.
Perhaps customer return history would be the way to have a limited number of returns before an investigation or a denial.
Yes, that's a great idea, agreed with all you've said, the downside of giving refund option is the cost of the action if everyone try to fool the provider of the service, Stadia. But I'd like a transfer, move the purchase out of my account to my sister's, don't need money anymore, just play with her.