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BigFish customer service issue #1242538
03/06/21 12:22 AM
03/06/21 12:22 AM
Joined: Aug 2001
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Los Angeles, CA. USA
lakerz Offline OP
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Has anybody been able to connect to an actual human being at BigFish in 2021? I sure haven't! I've opened two trouble tickets trying to resolve an issue, and each time I get the automated response that gives generic advice and links to FAQs and to reply if problem is still happening but there might be a delayed response. So I send reply saying yes I still need help and then ... crickets ... how much of a delay are we talking about BigFish?!? It's been over a month now, LOL.


What happens in Vegas, stays in Vegas...
Re: BigFish customer service issue [Re: lakerz] #1242547
03/06/21 07:41 AM
03/06/21 07:41 AM
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In the Naughty Corner
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I'm sorry, lakerz. Seems like everything that made them great, has been cast aside more and more with each new owner. frown


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Re: BigFish customer service issue [Re: lakerz] #1242551
03/06/21 08:33 AM
03/06/21 08:33 AM
Joined: Jun 2010
Posts: 6,702
marietta,georgia
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marietta,georgia
judith and i got no reply from them on the walkthrought issues, mine was 2/7/21, hers, i do not know, we got "this site can't be reached, they now fix it, but never got back to us.

Last edited by family; 03/06/21 08:34 AM.
Re: BigFish customer service issue [Re: lakerz] #1242555
03/06/21 09:19 AM
03/06/21 09:19 AM
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near Yosemite in California
Marian Offline
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I just looked through my old emails. It has been a long time since I needed to speak to an actual representative at Big Fish, but I did find my last contact with one. It was on October 2nd of last year and an actual person (a very nice one, in fact!) replied to my email. However, from the time I first wrote to him until the time I got a reply (not the automated reply, but the reply from the real person) was almost exactly four weeks.

Re: BigFish customer service issue [Re: lakerz] #1242562
03/06/21 11:28 AM
03/06/21 11:28 AM
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Edmonton, Alberta Canada
judith Offline
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Hi Family; They never answered me either. I started contacting them last April 2020. Still no answer. I sent them another question about why all the new SE games don't even show that there is a walkthrough available. I wanted to know if they are cancelling walkthroughs for all new games now. This is where I really miss the forums. I'll give them another month for them to reply & if they don't then I'll cancel my membership.


A balanced diet is a cookie in each hand.
Re: BigFish customer service issue [Re: lakerz] #1242563
03/06/21 11:33 AM
03/06/21 11:33 AM
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San Francisco Bay Area, CA
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That is sad. So disappointing. I've been buying games from vended by Big Fish for at least 15 years, and the quality and service has always been what kept me a satisfied, returning customer. If you assume the average game price is $12 (I always buy the CE version and sometimes there isn't a sale when I buy), and I have close to 700 casual games in my database now, I have been worth more than $8000 to them as a customer. Still, I will cease to buy if the company no longer will stand behind its products and respond promptly to problems with them.

Re: BigFish customer service issue [Re: lakerz] #1242566
03/06/21 11:45 AM
03/06/21 11:45 AM
Joined: Jul 2000
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Marian Offline
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Yes, it is disappointing, and the trouble really seemed to begin after all of the layoffs late last year.

Having said that, I do know of some people who *have* heard back from Customer Support this year including someone who had a prolonged exchange of emails with them. So, it appears to be a bit hit and miss at this time.

And judith, Big Fish responded to someone on Facebook recently that they are trying to get the walkthrough business straightened out. For what that is worth. It puzzles me, because all Collector's Editions still have the strategy guide but for some reason they are not converting them to the standard-edition walkthroughs at this time.

Re: BigFish customer service issue [Re: lakerz] #1242568
03/06/21 12:00 PM
03/06/21 12:00 PM
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Toronto, Ontario, Canada
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Susie07 Offline
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Like everyone else, this really is disappointing news. I first joined BFG in 2009 and their exemplary customer service is one of the reasons I remained a member. There has only been a handful of occasions when it was necessary for me to contact them regarding a glitch I had encountered in one of the games because I always play the demo before buying and the glitches occurred after the demo ended. If they couldn't figure out how to resolve the issue, they sent me a coupon code for a free game. I can't comment on their current level of customer service because I haven't had the need to contact them in over 4 years.

Re: BigFish customer service issue [Re: lakerz] #1242570
03/06/21 12:59 PM
03/06/21 12:59 PM
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Edmonton, Alberta Canada
judith Offline
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Hi Marian; yes, I read that also on FB. But the wording of how they responded got to me. They said they were working on existing walkthroughs, nothing about any new walkthroughs. Oh well, I'll just wait & see.


A balanced diet is a cookie in each hand.
Re: BigFish customer service issue [Re: lakerz] #1242578
03/06/21 03:07 PM
03/06/21 03:07 PM
Joined: Jul 2000
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near Yosemite in California
Marian Offline
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Susan, they are still sending people replacement codes right off the bat. Unfortunately people who receive that initial automated email and then reply to that saying that they still need help, are not always getting a reply.

Re: BigFish customer service issue [Re: lakerz] #1242581
03/06/21 03:18 PM
03/06/21 03:18 PM
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Chicago
oldbroad Online sad
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Marian, I read "people replacement codes" (replacing people) lol.

It's been a while since I last wrote them but I received a code the first time, then I responded and I received another code, and then I felt guilty and quit writing.

Re: BigFish customer service issue [Re: lakerz] #1242585
03/06/21 03:34 PM
03/06/21 03:34 PM
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near Yosemite in California
Marian Offline
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That's funny, oldbroad! There have been times in my life where a people replacement code would have been a nice thing to have. lol

Re: BigFish customer service issue [Re: lakerz] #1242598
03/06/21 05:34 PM
03/06/21 05:34 PM
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JKEerie Offline
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I contacted them for a simple question months ago. I've gotten two responses. The first about their long queue for response time including a free game code for CE or standard game. The second was similar with two more game codes.

Re: BigFish customer service issue [Re: Marian] #1242613
03/06/21 09:24 PM
03/06/21 09:24 PM
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Hi, Marian!

If I'm really enjoying a game and I run into a glitch that stops me from progressing, I'm really disappointed, but I always appreciated the Customer Service Rep I was dealing with sending me a code for a free game if he or she couldn't figure out how to get past the glitch. Funny enough, I usually ended up buying the SE and that was glitch free unless the glitch was in the Bonus Chapter. It seems strange to see complaints about BFG's customer service since that was what customers always raved about, so I'm hoping COVID has more to do with it than the new owners simply not caring.

Susan

Re: BigFish customer service issue [Re: lakerz] #1242627
03/07/21 08:05 AM
03/07/21 08:05 AM
Joined: Jun 2010
Posts: 6,702
marietta,georgia
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they used to be nice, but when they had the contest for Bridge to Another World: Secrets of the Nutcracker Collector's Edition game, on finding the nut, i found it twice, i thought the codes where free, they are discount, they gave me 2 free ones, took a long time, they use to be free, maybe i wronge, and when i had problems with there website, never answer me, marian help me.

Re: BigFish customer service issue [Re: lakerz] #1242636
03/07/21 08:56 AM
03/07/21 08:56 AM
Joined: Jan 2004
Posts: 80,969
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family, Marian and no one else here can help you with BigFish Customer service issues. Also, just like anywhere else, if you are a chronic complainer, it sounds like you are finding issues just to collect free game codes. That is a complete abuse of their customer service.


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Re: BigFish customer service issue [Re: lakerz] #1242645
03/07/21 09:24 AM
03/07/21 09:24 AM
Joined: Jun 2010
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marietta,georgia
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that is true, but marian gave me the big fish website, i bookmark it, got it, i kept getting website, i email them no answer, so i fixed it myself and i do not know how their contest runs, i email them on 12/12/20, they did not get back to me til 2/2/21,i am not trying to get free coupon codes. i was asking for help, never got it from them, i am sorry i said something, , i do not like to be attack and insuled,
Quote
family, Marian and no one else here can help you with BigFish Customer service issues. Also, just like anywhere else, if you are a chronic complainer, it sounds like you are finding issues just to collect free game codes. That is a complete abuse of their customer service.


Last edited by family; 03/13/21 09:57 PM.
Re: BigFish customer service issue [Re: Marian] #1242869
03/11/21 12:55 AM
03/11/21 12:55 AM
Joined: Aug 2001
Posts: 773
Los Angeles, CA. USA
lakerz Offline OP
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Originally Posted by Marian
Susan, they are still sending people replacement codes right off the bat. Unfortunately people who receive that initial automated email and then reply to that saying that they still need help, are not always getting a reply.


Yes, that is exactly what I am discovering. Both tickets I've opened I get the initial auto email with links to FAQs and then says if I still have problem to reply back. So I reply back and then two weeks later I get another auto email with apologies for long wait time and an offer code for free game and to reply back if I still am having trouble. So I reply back to that 2nd auto email and that is when there is just silence. Been pushing 6 weeks now on first ticket. Oh well, it is what it is.

The shame of it is I am one of those people who have a very large # of purchased games over the years to where I have the BG Manager 1404 error. No amount of uninstalling and reinstalling it helps on that issue. So I am determined to work through my back library of games but am discovering a good amount of them are no longer offered for sale at BigFish. Since I cannot access purchase history through BF Manager thanks to 1404 error, I have no recourse but to ask BigFish helpdesk to send me links to the downloads since website no longer lists them. Since they are no longer responding to help tickets, all those games are now lost to me even though I purchased them. As others have stated, at least they are offering coupon codes as replacement, but I would like to play the game I purchased. I guess part of blame is on me for taking so danged long to play the game ha ha ha ha. Frustrating but if this is my biggest headache of 2021 then I am a lucky guy I guess. Thanks as always for GameBoomers for providing feedback!


What happens in Vegas, stays in Vegas...
Re: BigFish customer service issue [Re: lakerz] #1242870
03/11/21 01:05 AM
03/11/21 01:05 AM
Joined: Apr 2006
Posts: 12,276
Chicago
oldbroad Online sad
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You are certainly not alone in having bought a lot of games and not played them yet, but that 1404 error sound like a real pain even with the good customer service that they used to have, but now... frown

I do hope that error never pops up on me. I did start a new account this year for future purchases but I wonder if it can still pop up some day when I try to download something in the old account.

Re: BigFish customer service issue [Re: oldbroad] #1242887
03/11/21 09:20 AM
03/11/21 09:20 AM
Joined: Jul 2000
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near Yosemite in California
Marian Offline
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Originally Posted by oldbroad
I did start a new account this year for future purchases but I wonder if it can still pop up some day when I try to download something in the old account.


As long as you don't keep purchasing games on the old account, you are good to go and never have to worry about getting that message when you download one from your old account that you purchased in the past.

Re: BigFish customer service issue [Re: lakerz] #1242898
03/11/21 11:01 AM
03/11/21 11:01 AM
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Edmonton, Alberta Canada
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Hi Lakerz; Instead of going to the game manager, try going to BF game page where they offer tomorrows game today, click on account at the top of the page & it shows purchase history. I always download games from there. Maybe it will work, who knows, it might bypass that 1404 error.


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Re: BigFish customer service issue [Re: lakerz] #1242909
03/11/21 02:54 PM
03/11/21 02:54 PM
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Los Angeles, CA. USA
lakerz Offline OP
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oldbroad - I started a new account due to the 1404 error and this time will make sure I do not let my library grow too large in it. Frankly, I try and not buy too many new games since I have so many older unplayed games, but it can be tough when some great looking new games go on sale ha ha ha

judith - thank you for the suggestion! I have tried that route though. I can access my purchase history that way, but when I click the download button it just loads up my BF Manager console and then does nothing else. But you have inspired me to play around with that some more and see if I can get it to go further. It sounds like it works for you, does it load up BF Manager for you and then BF Manager automatically starts downloading/installing the game? I wish that was the case for me, but after BF Manager loads up for me, I still have to manually type in the name of the game in its search box and then click on the game and hit download. After it downloads/installs there is a link to 'reactivate' game that allows me to play.


What happens in Vegas, stays in Vegas...
Re: BigFish customer service issue [Re: lakerz] #1242911
03/11/21 03:26 PM
03/11/21 03:26 PM
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Chicago
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lakerz, I'm pretty sure your original posting of the problem was what finally inspired me to start the second account.

Marian, that is good to know as I usually end up holding my breath whenever I go to the game manager.

Re: BigFish customer service issue [Re: lakerz] #1243020
03/13/21 11:56 AM
03/13/21 11:56 AM
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Edmonton, Alberta Canada
judith Offline
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Hi Lakerz; For the longest time I had that problem also, I ended up turning off AVG to download & play a game on BF. I just turn it back on when I'm finished.


A balanced diet is a cookie in each hand.
Re: BigFish customer service issue [Re: lakerz] #1243114
03/14/21 08:58 PM
03/14/21 08:58 PM
Joined: Jun 2010
Posts: 6,702
marietta,georgia
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marietta,georgia
ana hurt my feelings when she said i was a chronic complainer and it sounds like you are finding issues just to collect free game codes, i am not trying to do this, this is the last post i will every make on this. it is just too painful, having someone jump on you,. and accuse you of stuff. not worth it, so i will keep my post silence on this subject .just for your infromation, my julie sweet the files are replace with 2 blue gear.

Last edited by family; 03/15/21 09:31 PM.
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