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Thread: Google Play version deleted! / Zaccaria Android announcement

  1. #26
    Moderator Xanija's Avatar
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    Ok, I was using the chat help, and they tried to guide me through the refund process, which of course didn't work. They couldn't give me the refund via chat, so I got a link to receive a call from Google. After speaking to someone from a call center, he told me he would need to have me called back from another specialist (probably because it's not a standard refund).

    After about 15 min. he called me back saying he can't refund the game and I need to get to the developer. I explained I have a contract between Google and myself, not between the developer and Google would not meet their obligations. He said the developer might have not followed the T&C of Google, where I replied: Well, not my problem. This is something between Google and the developer and not concerning my Terms and Conditions with Google. It's also nothing between the developer and myself. I have the right to redownload a game whenever I want, and Google has taken away this possibility. He actually cofirmed this to me, but also said he couldn't help me. I asked for a possibilty to escalate this, and the only thing he was able to offer was a formal complaint form, which he would mail to me together with the data of the developer.

    I have now filled out the form (which is basically a support contact form) describing the issue, which is purely caused by Google and told them I reserve the right to come back with the comsumer protection association.

  2. #27
    Moderator jaredmorgs's Avatar
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    Quote Originally Posted by Xanija View Post
    Ok, I was using the chat help, and they tried to guide me through the refund process, which of course didn't work. They couldn't give me the refund via chat, so I got a link to receive a call from Google. After speaking to someone from a call center, he told me he would need to have me called back from another specialist (probably because it's not a standard refund).

    After about 15 min. he called me back saying he can't refund the game and I need to get to the developer. I explained I have a contract between Google and myself, not between the developer and Google would not meet their obligations. He said the developer might have not followed the T&C of Google, where I replied: Well, not my problem. This is something between Google and the developer and not concerning my Terms and Conditions with Google. It's also nothing between the developer and myself. I have the right to redownload a game whenever I want, and Google has taken away this possibility. He actually cofirmed this to me, but also said he couldn't help me. I asked for a possibilty to escalate this, and the only thing he was able to offer was a formal complaint form, which he would mail to me together with the data of the developer.

    I have now filled out the form (which is basically a support contact form) describing the issue, which is purely caused by Google and told them I reserve the right to come back with the comsumer protection association.
    You have highlighted just how evasive Google is with regard to refund disputes.

    They seem to use the method of exhaustion to avoid refunding difficult or edge-cases.
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  3. #28
    Moderator Xanija's Avatar
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    The "funny" thing is: The representative told me: Yes, you are right, you have a contract with Google and Google is not fulfilling their obligations. But no, I can't refund you anyway.

  4. #29
    Moderator jaredmorgs's Avatar
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    Quote Originally Posted by Xanija View Post
    The "funny" thing is: The representative told me: Yes, you are right, you have a contract with Google and Google is not fulfilling their obligations. But no, I can't refund you anyway.
    Crooked af
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  5. #30
    Member MOO's Avatar
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    This is deeply disappointing.

    I had no idea any of this was taking place. I haven't been able to play Zaccaria on my tablet for ages because it crashes on startup. Tried to find it in the Play store last night to see if there was any mention of this issue in the reviews - couldn't understand why I couldn't find it, even though it still shows up in my purchase history. Figured I'd head over here to see if anyone could help.

    I have an app which makes backup APK files of the game version currently installed on my device, but it seems that even that will not be of use to anyone, since there is no way to validate one's purchase.

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