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RealNetworks IncThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
11/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
i had a monthly subscription with Gamehouse for $10.65 per month. On October 17 2024 , they charged me the agreed upon $10.65. October 18, 2024, they charged me $117.18 without my consent. When I called their customer service line, I was disconnected multiple times. I emailed them through their website and received a generic "we received your email" response and nothing more. I am disputing the charge with my credit card company as well.Business response
11/15/2024
Dear *****,
Thank you for bringing your concerns to our attention and for reaching out to our customer support team via email. After receiving your email, our team responded, and we were glad to hear back from you as well.
As confirmed with you directly, we have canceled your subscription and issued a refund as requested. If you have any additional questions or concerns, please don't hesitate to contact us directly. Your satisfaction is important to us, and we're here to help.
Sincerely,
GameHouseCustomer response
11/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
11/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
10/10/2023 $43.97 Bought real player premium update for my computer to burn cds. It does not put the songs on the cd. It ruins it. The product does not work. Ive done all the things it has ask me to do to no avail. Unable to reach the company by phone or email. What a waste of money.Business response
11/09/2023
Hello *********,
Thank you for contacting RealNetworks Customer Support. We see you have an active RealPlayer Plus 22. Our customer support team has reached out to you and sent you an email after seeing this complaint.
First, please make sure you are signed into RealPlayer with your email address. This will enable the Plus features for your RealPlayer.
If you are already signed in and yet unable to burn CDs, it would be very useful to know to know what error shows up while doing so. If you could respond to us to the email you received from our customer support team, it would be extremely helpful.If the issue persists, we are more than happy to refund your charge.
Customer response
11/13/2023
Complaint: 20845792
I am rejecting this response because:
Sincerely,
*******************************Customer response
11/16/2023
They refunded the money. Thank youInitial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I belong to Game House which is operated by REALNETWORKS. I have a problem with game house and have sent my problem thru there site, with no responce. So I have tryied to contact realnetworks the main co.Ph: ************ if you call this phone number they will not answer even when they say dial 0 for operator no body answers and they hang up with out letting you leave a message.When you call promp #1 they will tell you dial 0 for operator but when you do they say invalid.Please, please,I need help contacting this Co. Why have a phone number it they are not going to answer.I will also be sending a letter ( no e-mail on file for them ) Thank you for any help *******************Business response
08/10/2023
Hi ******,
We're sorry that you're not receiving our email replies.
We have responded to each of your messages via email letting you know why your games are not working on your system. Our most recent replies were sent on Feb 14th, April 10th, and July 3rd. We do not offer phone support.
We sent you another email earlier today (Aug 10th), including some screenshots showing proof of our replies to your email address. Since they contain your email address, we have not uploaded them here.
Our reply emails may be landing in your junk/spam/other folder or your email provider could be blocking our response email address. Please ensure ************************************ is added to your contacts list.
If possible, please send us an email at ********************************** from a different email address or provide an alternative email address from a different email provider so we can send our responses there and test whether you're able to receive our replies.If you do not have access to an email address with a different email provider and you have a ******** account, please send us a private/direct message via our ******** page ********************************************* and we can respond to you there. Thank you!
Kind regards,
The GameHouse TeamInitial Complaint
06/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
RealNetworks cannot provide a customer support friendly page to solve a basic problem that has been addressed by many customers. There is no way to get a proper answer in resetting a password.Business response
06/26/2023
Hello ******,
We don't offer phone support but our ************************************* (Support Page) has a way to sent customer support an email. You can also send us an email to ************* to reach out to customer support.
We looked at your account and see that you have a free account under ****************************. This account was created using ****** as your login.
Please note: We have made changes to the login process. We have removed ****** and ******** as a sign in option. We can set a temporary password for you and send you an email with the login credentials. You can change the password after you sign in with your email address with this temporary password. Would you want us to do that for you? Please confirm.
Thank you!
RealPlayer
Customer Support
Initial Complaint
02/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I HAVE TRIED TO CONTACT GAME HOUSE SINCE DEC. 16, 2022 & 1-17-2023. ****, ****, ****, **** THEY WILL NOT ANSWER ANY OF MY EMAILS. I HAVE PURCHASED OVER 16 ***** FROM THEM AND WHEN I GOT A VIRUS I TRIED TO DOWNLOAD THEM THEY SAY EMAIL AND PASWORD NOT VALIED I SENT THEM 3 DIFF. EMAILS FROM THE PAST AND WHEN I CHANGED TO COMMACHE I LET THEM KNOW I CHANGED MY EMAIL. I EVEN SENT THEM THE DATES OF THE ****** LICENSE #, NAMES AND STILL NO ANSWER I EVEN GAVE THEM MY ADDRESS AT THE **** OF PURCHASE BECAUSE THEY CLAIM THEY DONT HAVE ME IN THERE SYSTEM I ONLY LIVED AT 1 ADDRESS FOR 72 YEARS I THINK THEY SHOULD BE ABLE TO LOOK IT UP BY THE LICENSE # AND DATE. I MANAGED TO SAVE 2 OF THE ***** OFF MY BACKUP WHICH IS WEATHER LORD 4 PK. FROM 1/23/20 AND ROADS OF ROME DOUBLE PK FROM 1-22-20 YET THEY CANT LOOK THAT UP EITHER. I PAID A LOT OF MONEY FOR THESE ***** AND A COUPLE OF THEM IS IN MY PURCHASES YOU CANT GET ANYMORE ****** DROPPED THEM THEY NEED TO LOOK MY INFO UP THAT I GAVE THEM BY DATE, NAME, ADDRESS AND LICENSE# I AM 84 AND THEY CANT EVEN ANSWER MY EMAILS. SOMETHING NEEDS TO BE DONE WITH COMPANIES LIKE THISBusiness response
03/16/2023
Hello ****,
Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience that you have experienced and we are committed to doing everything possible to resolve the issue as quickly as possible.
We have been able to locate your account and game purchases and have now sent you an email directly with the account information so you can access your purchased games.
If you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
GameHouseCustomer response
03/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** LoveThank you for your help. You did something that I could not get done since Dec. March 16 Gamehouse sent me a email with all the info I needed to get my
games back with my old email and gave me a temporary password which I could change after that. I did download all my games. Thank you again for your help.
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Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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