Known issues for customers coming from Real Arcade

GameHouse Forums > Support

I've tried to redownload a few games, and they all work. Except for "Snail Mail" every time i try to redownload it I go to the register game section and sign in. When it starts "Connecting to the Internet" and it tells me i'm not connected when i clearly am. This error never shows up on my other downloads. Please help.

Posted on Sun Jan 03 15:17:26 PST 2010

I am seeing a few issues that if there are ways around it I would be grateful for help.

My biggest concern at the moment is that I contacted support that told me that all I had to do to get the free games was to click on Free Download. I do this, the game downloads, but when opening I have not found anyway around the window that comes up with three options. I can select Fun Pass, Register or Free Trial. If I try to select anything or then register, I receive a message that I am not eligible for that option. If I select to register, then I go to a shopping cart where they have used my game credits to secure the game.

Yes I am missing many games. One of the things that really got me upset is that I redownloaded one of the games that I had with Real Arcade for many years, and ended up using a game credit that I did not realize I was using at the time, to "purchase" my game again.

Posted on Sun Jan 03 17:29:41 PST 2010

amj0963 wrote:

GHBill wrote: Hello 'Frustrated' ...

Hi 'amj0963' ...

I'm sorry to learn of your frustration over the coupon codes that were issued to you. I have asked our Support escalation group to review your situation and contact you to resolve the matter; you'll be hearing from them within 24 hours


Thank you,
Bill

over 24 hours later and still no response, nice customer service and really nice support escalation, i don't think i would even recommend ra/gh to my enemies right now, that is if i had any, definitely wouldn't recommend my friends or they would be my enemies. i am just really, really, really frustrated.

Posted on Sun Jan 03 17:49:03 PST 2010

I am tired of the run arounds,double talk and unprofessional attitude that Gamehouse/RealArcade has been giving their LOYAL customers lately!! I NEVER got my two free games,1 earned game from gamepass and the "FREE"monthly game for having Superpass! After many years with RealArcade,I feel like a queen on prom night...SCREWED!! I canceled my membership with both companies because I felt lied to and disregared...to my surprise,somehow I was resigned back with Gamehouse/Real! I not only didn't get an explanation on how I got to be a member again,but I was charged for a game I didn't get and even charged my new visa card for a new gamehouse membership...what balls! I think the support is a joke and dishonest,so I will let my @#%$*% do the talking!!

Posted on Sun Jan 03 18:15:43 PST 2010

I lost my credits when I redownloaded two games I already owned. Have contacted support by live chat and email with no success. Please credit back my credits.

Posted on Sun Jan 03 23:58:39 PST 2010

Hello '1Milladay' ...

I understand that, when one is unhappy with or frustrated by a situation being different from that which they would like it to be, a forum can offer a release. However, these forums are limited in the amount of information they contain and, thus, they cannot always present an issue in its entirety.

I have reviewed your account and I will email you offline, as we would never discuss any customer's account details in the forums.

Please watch for an email from me a little later today.

Thank you,
Bill

Posted on Mon Jan 04 15:24:38 PST 2010

BSBadger wrote: I've tried to re-download a few games, and they all work. Except for "Snail Mail" every time i try to re-download it I go to the register game section and sign in. When it starts "Connecting to the Internet" and it tells me i'm not connected when i clearly am. This error never shows up on my other downloads. Please help.

Hi there, 'BSBadger' -- thank you for your post.

I'm sorry about the trouble with Snail Mail, which had been temporarily removed from GameHouse after other customers had experienced difficulty purchasing it. The issue has been resolved and we expect to make Snail Mail available once again later this week (I'm awaiting a definite date as I type this). There is another forum topic on the subject; feel free to follow the progress via this thread:

http://www.gamehouse.com/forums/support-forum/ReSnail-Mail-Snafu-When-to-expect-it-to-be-fixed-id2268

Many thanks for your support and your patience!

Cheers,

Bill

Posted on Mon Jan 04 15:40:45 PST 2010

I despise this new move!!! I was always with Realarcade because of the ease of all their games to download and access! Now what a mess!!!! Not only the loss of our games but I am paying almost $30 a month for nothing! The unlimited play does not work!! I have spent hours on the phone with (a lot of people I can't even understand) customer help only to find more frustration and anger!! It simply does not give you unlimited play! After you exit the first time or hit the 60 minute limit, you cannot access it again!! Why am I beating my head against the wall with these people? Where can I find another Realarcade? Do any of you know another site?

Posted on Wed Jan 06 18:00:27 PST 2010

Hello 'GrammaH' ...

Thank you for taking time to post your comments.

I am very sorry to learn of your frustration and I acknowledge and appreciate the time that you have already invested in working with our Customer Support team.

I have asked our Customer Support Escalation group to review your account and the issues that you have described and to contact you to offer more assistance. You should be hearing from someone in Customer Support Escalation within 24 hours.

Meanwhile I thank you for your long-standing membership. I will be grateful for your patience in allowing us to address your concerns at a higher level.

Best regards,
Bill

Posted on Thu Jan 07 15:41:23 PST 2010

This gamehouse site is a complete scam. I cannot download not one game after purchasing. Click icon and nothing happens. Turned firewall off and still nothing. Now no one will answer phone to number I could only get from my bank. I see no contact information on this site at all. REal arcade is a big dissappointment. I am canceling the minute I get an answer on this phone!!

Posted on Thu Jan 07 16:23:46 PST 2010

Well no one's answering call been on hold 15 minutes now. I will be trying to contact billing tomorrow to cancel and request a refund for my last payment. This is BS. Cant trust anyone anymore. We should have been forewarned of this merger.

Posted on Thu Jan 07 16:33:05 PST 2010

Hello 'keisha615' --

Our Customer Support contact center maintains very high standards for promptly answering calls from our customers, and our recent testing found that agents have been available for calls. We have received no other indication of any answering delays or issues with the Customer Support phone line. The toll-free number to call from the U.S. is 1-866-831-5895. Hours of operation for our phone line are:

6am -6pm Pacific Time Monday through Friday
7:30am - 5PM Pacific Time on Saturday and Sunday.

For future reference our Support page at GameHouse.com can be accessed via this link:

http://www.gamehouse.com/support

On that page is a link to the FAQ titled "How can I contact Customer Service?" and clicking on that link will provide complete contact details. In addition you may email Customer Support via support@gamehouse.com

We posted announcements on both the RealArcade and GameHouse websites and emails were sent to customers announcing the move in mid-November, 2009 from RealArcade to GameHouse. Our customers needed to initiate the account transfer process, in which all game purchase records and membership details were saved and transferred from RealArcade to GameHouse.

Any games that you might have purchased from RealArcade and that were installed on your computer would have remained intact on your computer after your RealArcade account was transferred to GameHouse; there should be no need to download them again from GameHouse. If you are experiencing difficulty downloading and installing any new game purchases from GameHouse please contact Customer Support so that they can assist you.

Thank you,
Bill

Posted on Thu Jan 07 17:41:38 PST 2010

kwinkle wrote: i also did not receive any notice of this change - no emails no warnings. I was, however, when I saw the change splash becasue it says that you can countinue to use your realarcade software - that was a good thing for me because I stayed with the realarcade client when THEY changed to web based games - I do not like it and it is not true that I can keep my software because realarcade would still download new games on the client but now it will not. I am not happy with this at all. I do not want all those stupid icons on my desktop which is why I kept the real arcade client........you people really know how to lose customers but you really need some lessons in keeping customers!

Posted on Sat Jan 09 08:36:23 PST 2010

tubergal wrote: I too am disappointed in this merger. I have lost 20+ games due to them not being supported in either RA or GH. I agree that we have been given the shaft as to always "owning" the game. I contacted the chat support and all they told me was that I would NOT be able to get these 20+ games back and that there was nothing that could be done...I was not even offered the option of getting credits for the games no longer available for downloading. It is not so much the loss of the games, it is more about the promise from RA that we would own the games. I guess it all comes down to total disappointment with this whole issue. Maybe that class action law suite would be a good idea.

Posted on Sat Jan 09 08:37:22 PST 2010

I too am dissatified with the merger. I can't do anythig on this stupid site.I spent 2 hours with customer service and they all told me the same crap.. I can't even register the games I already paid for and use the credits THAT THEY SAY I HAVE.... I an very unhappy at this point. They sent me a email asking me how they did on my last issue, you can tell them they suck but it doesn't fix our issues! Let me know if the class action suite gets underway cause I'm ready to signup.....

Posted on Sat Jan 09 12:36:57 PST 2010

How do I find out whether I am being charged for my old RealArcade and/or gamepass? Does anyone know how to get hold of these folks?

Posted on Sat Jan 09 16:55:33 PST 2010

Jfiles wrote: I will agree with the other comments. I had no warning of the merger, and I was totally suprised and disappointed. Not only have I had trouble with games, but I was supposed to get a second credit that I never recieved. Not only did they charge me for the game, but also charged for gamehouse support when the game did not download correctly. When I contacted support help, all I got 2 days later was the the charge was cancelled. Yet it is still deducted from my bank account and not credit has been issued. I can't even tell if I have any gamepass credit or even where to tell if I do. If somebody knows, please let me know. It is so confusing and the support is not like RA. Real Arcade cared about their customers, but so far I have not got the impression that Gamehouse does. Their customer service sucks. Where did they find these poeple? I don't know who thought this merger was a good idea, but I am not one of them.

Posted on Wed Jan 13 16:52:50 PST 2010

I echo all of the negative posts. I have not been able to get even ONE free game since the change in Octoberf. I only just now was able to figure out how toget "registered" GH can figure out how to charge the games, but the order form doesn't show the game credits / free games like RA did. I don't like talking to a non-American person. I WANT MY CREDITS REINSTALLED ON MY ACCOUNT AND INFO ON HOW TO USE THEM. I figure you owe me 6 one for October (on RA) one for November (could be two if you want to argue) two for December and two for January. Don't tell me to contact customer support by phone. I am on hold forever. PLEASE. Someone fix this. If you can't do it, get a high schooler with a pocket protector that can do amazing computer things. I will NOT recommend RA to anyone at this point and am prepareing to cancel my entire subscription if this is not fixed.

Posted on Wed Jan 13 16:57:53 PST 2010

Folks. Everyone is right we were not told ahead of time and it is definitely BS as everyone suggests. BUT calm down. It is new and everything changes and we have to adapt. I agree it's a bit more difficult but once I figured it out, with the help of customer support I might add, I'm having a blast and can really do all the things that good ole Bill from GH says we can do. I think my most frustrating thing is that everytime I install a new game you have to be VERY careful or you will automatically get Google Chrome. Supposedly after you have installed three games the box will not automatically pop up marked anymore but mine still does. If you are not careful you will just click through the install which automatically includes Google Chrome unless you opt out. Somebody at GH is definitely getting paid well for that. Chill folks. They are games, we are supposed to have fun.

Posted on Wed Jan 13 19:33:03 PST 2010

Ndyladibug -- I will research your account details, which I would never discuss here, and email you privately to address your concerns about your game credits. As for hold times on our Customer Support phone line, we maintain a very high service level standard with very few calls holding more than 45 seconds before being answered. Recently our average speed of answer was 34 seconds. To confirm: The toll-free number for GameHouse Customer Support is 1-866-831-5895. Hours for our phone line are:

6am -6pm Pacific Monday through Friday
7:30am - 5PM Pacific on Saturday and Sunday

An alternate way to reach GameHouse Customer Support is to send an email to support@gamehouse.com. You can expect a reply to your email within 24 hours.

baboo2269 -- Thank you for your comments. I'm glad that you're enjoying playing at GameHouse, yet I'm forwarding your comments about Google Chrome to my colleagues for their review. We appreciate the feedback.

And to everyone: We did send emails to our RealArcade customers in advance of the move to GameHouse which occurred on November 12, 2009, and special banner ads were in place on the RealArcade and GameHouse websites. We also posted topics in the RealArcade forums to announce the move. However, we became aware of an issue that prevented some of our customers from receiving our emails, including the "Forgot your password?" emails and account verification emails when you registered to post in the GameHouse forums. I know that several of our customers with Comcast and AOL email addresses were affected. That issue has been resolved and we apologize for the inconvenience to that group of customers. We appreciate your patience.

Best regards,
Bill

Posted on Thu Jan 14 16:30:21 PST 2010

The vast majority of customers affected by this issue are international customers using the North American version of Real Arcade instead of the version appropriate to their region. You can still go to the appropriate international version of the site to make new purchases. Alternatively you can visit our European sister site Zylom.com for a localized experience.



I am not an international customer. Topeka Kansas = not international. I have experienced many of the difficulties mentioned in these posts as well as one not mentioned.

Not only is the support staff on the phones either inexperienced or inept, they are rude and don't care at all what your problems are. Cancel your membership, no skin off their noses and they let you know it. They don't care if you have purchased hundreds of dollars worth of games you can't access any more. They don't care if you take away your payments from them. Some other sucker will take your place. Horrible rude attitudes all the way to the supervisors.

Whoever is running this mess should not only be ashamed, they should be arrested for theft and misrepresentation.

Posted on Wed Jan 20 19:34:52 PST 2010

rhavron2003 wrote: i am having a problem with games that i bought from realarcade, and they are not avalible no more. whats up with that !!! i bought them games because i liked them. so what is going to be done about that

Posted on Fri Jan 22 18:49:27 PST 2010

I also am having problems trying to downloads games, when I try I keep getting thr window that says download the gameInitializer. I have this downloaded already. It keeps asking me to open it with a program,so can anyone help and tell me which program to open this with?

Posted on Sat Jan 23 09:16:49 PST 2010

Well here I am being a sucker again. I clicked on the link for the "free" game of the day. Waiting for the game to finish downloading to see if I can play it without being asked to pay for it.
I have not been able to use one free game of the day since switching from Real Arcade.
Having been a member of Real Arcade for over five years I am saddened that I do not have hardly any of the games left on my list that I paid for. While it is suppose to be possible to download my games again, I was actually charged for games that I had owned with Real Arcade.
When I contacted Customer Support I was told how I should have been able to access, but none of the options worked for me and the only method to access was to go through the checkout process which with Real Arcade would actually just say that I was already registered and unlock the game. I inadvertently used credits that I did not know I was using.

Posted on Sun Jan 24 00:00:28 PST 2010

Sorry to do this in three parts, but there are limitation on this posting area!!
I brought all this up to customer service. The response I received did not help because I still could not open a game downloaded without purchasing the game.
I do not feel that I have received what I have purchased since November. I do not feel that this is the same quality of care that I used to receive if I had an issue. I know that if I am prompted to pay for this "free" game I am downloading that I will cancel my account after all these years.
I actually sent in one email to customer support and did not receive any response. I do not think they liked what I had to say. I choose at that time to send it to them rather than post it here.

Posted on Sun Jan 24 00:05:00 PST 2010

and part three
Well the game has finished downloading and I got the screen with three tabs. My understanding is that I am supposed to select "Register Now" and login. Did that and received "You do not have privileges to register this game at this time". This is the same message I receive every time unless I select "Buy Now".
I am done. I will give myself one more day to hear from support and to receive at least this one "free" game actually with no charge, but then I will be done if I do not have a response.

Posted on Sun Jan 24 00:06:06 PST 2010

lyns_stuff wrote: and part three
Well the game has finished downloading and I got the screen with three tabs. My understanding is that I am supposed to select "Register Now" and login. Did that and received "You do not have privileges to register this game at this time". This is the same message I receive every time unless I select "Buy Now".
I am done. I will give myself one more day to hear from support and to receive at least this one "free" game actually with no charge, but then I will be done if I do not have a response.

Hi!

To play a free game you have to use the first tab "free trial", than choose "play now". A free game cannot be registered and always contains adds, which will disturb the play. You do not have to login in to play it. A game can only be registered, if you have bought it first.

I hope this helps at least a little bit.

Posted on Sun Jan 24 03:07:17 PST 2010

wawatusi wrote: Wow, really people? They're just games, it's not life or death.
I've had Real Arcade and Gamehouse, I think they're pretty good, I love the games. Obviously they're having problems but I can be patient. It looks like they're trying hard to get it together - look at all the posts by nhernandez.
I'm gonna stick around, it's worth it.

It is not just about games. It is about a promise. We were promised a smooth conversion. We were promised continued access to games we paid for. It is about management, attitude, and service provided or not provided in this case. Yes, if you look at all the posts by nhernandes it LOOKS like they are trying to get it together. If you were actually having problems, you would know very little has been accomplished. Our point is it should have been much more together, as in working order, before it was forced on paying customers. No, it's not life or death, but it is about right and wrong.

Posted on Tue Jan 26 06:00:30 PST 2010

I too have had nothing but problems ..the worst being that when I re download my games I find they wont play, due to some error of some sort,The other thing I find is that i have to restart each game at the beginning even though I have already done 5 to 10 levels.
I am afraid that I am about to withdraw from game house altogether

Posted on Thu Jan 28 13:51:57 PST 2010

The price went from $4.95 to $9.95, I'm missing 12 games, and tonight I can't log as it says I do not have authorization or privileges. Time to vote with my feet and go elsewhere. Pity because I was on of Real Arcade first customers. And Real Super Pass and Rhapsody ... what a poor customer service experience for me to share.

Posted on Fri Jan 29 02:53:45 PST 2010

I'm so frustrated, I've been using realarcade for years,,,,and now I can't play my beloved zuma. What's going on? Please correct this problem so I can continue to play my games. I believe I had somewhere around 6. Please email me to let me know this has been corrrected I can continue to use my old password and login. Thanks

Posted on Sat Jan 30 09:35:58 PST 2010

Do you know how to sign into your account from the real networks main page? You will find all of your games there? I had some that I had to check on after the merger. I hadn't downloaded them since I got a new computer and I found them all there. When you redownload them be sure you wait for the installer to come up. A little window comes up before the game is installed or unlocked.

Posted on Sat Jan 30 23:50:29 PST 2010

I lost several of my games witth the crossover. I have no idea where they wen6

Posted on Thu May 13 08:41:54 PDT 2010

Hello 'lbeckel' -- thanks for your comments.

I'm sorry to learn of your concern over games that appear to be lost. When RealArcade accounts were transferred to GameHouse, no changes were made to any customers' computers. Any games that had been downloaded and installed on one's computer would still be in place after the account transfer from RealArcade to GameHouse.

If you log in to GameHouse.com, you should be able to find your games by clicking the "My GameHouse" tab, which should then display the "My Games" section, where your purchased games should be listed. If you don't see all of your games listed in the "My Games" section of the "My GameHouse" tab, please contact GameHouse Customer Support. You can click on the "Support" link under the "My GameHouse" tab and you'll have access to our Knowledge Base articles as well as the link to Contact Customer Support.

I hope this has been helpful and I thank you for playing at GameHouse!

Best regards,
Bill

Posted on Thu May 13 10:47:19 PDT 2010

I came from Real Arcade and when I first got transferred to gh I could not download any games. It just would not do anything for me. I lost a lot of games because of it. I want to know if I cancel my membership, how do I get my games again if I change computers? (since I can't put them on disc) I am asking this because we keep upgrading our computers and I know I will be changing comps soon.

Posted on Sun May 16 14:52:26 PDT 2010

gram45 wrote: I came from Real Arcade and when I first got transferred to gh I could not download any games. It just would not do anything for me. I lost a lot of games because of it. I want to know if I cancel my membership, how do I get my games again if I change computers? (since I can't put them on disc) I am asking this because we keep upgrading our computers and I know I will be changing comps soon.

Hi Gram45,

I would like to inform you that the games you purchased earlier from Game House or Real Arcade are always yours and you should have an access to download them at any point of time. If you log in to GameHouse.com, you should be able to find your purchased games by clicking the "My GameHouse" tab. Under 'My Games' section, your purchased games should be listed where you'll have an option to redownload the games.

I hope this information helps and I thank you for playing at GameHouse!

Jason.

Posted on Mon May 17 18:01:20 PDT 2010

I could not download any games. It just would not do anything for me. I lost a lot of games because of it.

Hi Gram45,

I am sorry to hear that you are having issues in downloading games from GameHouse. Please contact GameHouse Customer Support by sending an email with the subsequent details to help@gamehouse.com:

1. Email address associated with your GameHouse account
2. Operating system used in your computer (i.e., Win XP/ Win Vista / Win 7).
3. Which browser are you using and version of the browser?
4. Type of Internet connection (DSL/Cable/wireless)
5. Name of the firewall software (Norton, McAfee, ZoneAlarm or Freedom)

Alternatively, you can also contact our customer support team at 1-866-831-5895.
Our hours of operation are:

06:00am -6pm Pacific Standard Time, Monday to Friday
07:30am -5PM Pacific Standard Time, Saturday and Sunday.

Best regards,
Jason .

Posted on Mon May 17 18:08:37 PDT 2010