Problems with website - purchase and trying to contact Support

GameHouse Forums > Support

I live in the UK so I'm not going to phone Support in Seattle! There's no online chat facility either on the site - at least not that I can see - so I'm going to post in here and hope that someone will reply and help me with this.

I've had problems with Game House since the changeover from Real Arcade. I have four game credits and today tried to buy Cradle of Egypt Premium Edition. I got a message saying that the product was not added to my cart because of "technical difficulties". What?

I tried to send an email using the form provided, clicked on "Submit" and got a message in the status bar saying "Java script void". I tried to cancel my subscription but I couldn't do that because I couldn't send that email form either!

I've tried several browsers, cleared cache and cookies and all that and NOTHING works!

Please can someone help me? I'm seriously hacked off with all this!

Posted on Fri Jan 20 14:38:37 PST 2012

Hello Sunflowers, and welcome to the GameHouse Community Forums.

Thank you for your comments. I'm sorry to learn that you're having difficulty and I believe I can clarify a couple of important points.

Firstly if you visit our Support Page and click "Contact Us" on the right side of that page you will see several options presented. Clicking on the "Technical Troubleshooting" button will display your options for contacting GameHouse Technical Support. Those options include live online chat identified by the "Chat with us online" link. That support avenue is available to you if you are experiencing a technical issue with a game or our website.

Cradle of Egypt Premium Edition is available for purchase either at Retail: USD 19.99* or Members: USD 13.99* or by redeeming two FunTickets (FunTicket membership required), plus it is available for unlimited play with a FunPass membership.
*Plus any applicable taxes

At present we are unable to accept GamePass game credits for Premium Edition (and Platinum Edition) titles; however we are working on ways to implement that as a future enhancement. I don't know if that is the case with your transaction but I believe it is an important point to include in this discussion.

If you continue to experience difficulty buying Cradle of Egypt Premium Edition at the price applicable to you (my sense is it would be the members pricing), please visit our Support Page, click "Contact Us" and then select "Technical Troubleshooting" to engage in live online chat with a Support representative, who will be very glad to assist you.

I hope this helps and I hope you will soon enjoy playing Cradle of Egypt Premium Edition. Thanks for playing at GameHouse!

Kind regards,

Bill

Posted on Fri Jan 20 15:35:25 PST 2012

Hi Bill, thanks for replying so promptly. This is what I get when I click on Technical Troubleshooting:

[b]Contact Technical Support
For Technical troubleshooting:
Call us: 1-866-831-5895[/b]

I wanted to make that bit bold, but the formatting tags don't work.

I get NO other options - at all - which is why I posted in here. As I said, I can't even cancel my subscription and I don't really want to continue paying for something I'm not getting.

By the way, how come you can make such a long post when I'm limited to 1,000 characters?

Posted on Sat Jan 21 02:44:32 PST 2012

Hi Sunflowers,

Thanks for your reply. The chat link will appear during the hours when live online chat is available:

Call Center Hours:
Monday – Friday: 6 am – 6 pm Pacific Time (14:00 - 02:00 GMT)
Saturday & Sunday: 7:30 am – 5 pm Pacific Time (15:30 - 01:00 GMT)

For help with issues other than Technical Troubleshooting you can contact GameHouse Customer Support directly via email, without using the online Web page form on our Support page: Just address your email to help@gamehouse.com

When you send an email to help@gamehouse.com you will receive an automated reply to acknowledge receipt of your message. You can expect a reply from a Support Representative within 24 hours, although quite often they reply much sooner.

Please note that Technical Troubleshooting is not done via email; it isn't practical because it often requires multiple rounds of emails.

I thank you again for being patient. Oh -- almost forgot -- as the Community Manager for GameHouse I need to make announcements in the Forums from time to time and I have a back-of-house tool that allows me to make longer posts than the 1,000 character limit will allow.

Best wishes,
Bill

Posted on Sat Jan 21 07:08:09 PST 2012

Thanks Bill. I'm sure I tried during online hours, but I'll try again and see if I can get through.

Posted on Sun Jan 22 14:04:54 PST 2012