SuperMaoriFulla wrote...
If you preorder and pay for an online product - let's say a a dark fantasy novel based on a game franchise, and you're informed that said product will be available on x given date, then you expect to receive that book on or soon about the release date. So a delay occurs. No problem, usually the online retailer will advise before hand if there's any problem. That's what good customer support should do.
You might even be fortunate to be offered a discount off your next purchase, upgraded priority shipping, and/or a complete refund with those options. If there's a second or third delay and your paid for product hasn't been delivered or arrived and there's no explanation or communication from the online retailer then you have recourse to agencies like the Better Business Bureau, Consumer Affairs etc. (depending on which country you're in). However, it's been my personal experience when a product gets the dreaded 'delivery date unavailable' tag attached to it, I've been contacted by the online retailer, offered an apology and once more concessions to make up for what has happened.
It hasn't happened often to me, but it has happened. Once involving a pre-paid for PC Game ordered in New Zealand, and the other involving some academic textbooks ordered from a major US retailer. Both times customer support literally bent over backwards and were apologetic, polite and courteous. Even when these rare bad things happen, I remember that these companies went out of their way to try and make things right. And so I keep coming back to them to do business.
At the end of the day, if a company can't supply you with a good or service you paid for, then by all means you should expect an explanation and/or ask for a refund if you feel strongly enough about the situation.
I've personally enjoyed gaming products from Bioware for years, and the quality of what they have put out into the market has generally been very good. Setbacks, delays, and unforeseen acts of god aside, I will give Bioware the benefit of the doubt. They're not 100% perfect, but I will wait until some official announcement is made that RTO has entered the dreaded 'delivery date unavailable' status before deciding whether or not to request a refund from EA Games. For now I'll just wait and see.
i was with you until the last paragraph (granted, its your opinion and i respect that). just because bioware has been doing a great job over the years, doesn't mean they "should" get a pass by their paying customers. like you mentioned, companies do try to make up for things in order to keep the paying customers satisfaction. they are not obligated, but man, good customer service can make a big difference, its sad that bioware hasn't even said a word to appease their paying customers.
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