nhernandez's Posts

GameHouse Forums > Top Users

On Tue Feb 16 14:30:13 PST 2010, nhernandez said:

testing...

On Mon Feb 08 14:22:34 PST 2010, nhernandez said:

Hello everyone! Bill and I were reading your posts on this thread and we enjoyed learning all these little tidbits about or community. I thought it would only be fair to chime in with a few little known facts about myself that might interest you all.

1. I am bilingual (Spanish - of Cuban Ancestry). I was raised in a bilingual household and although English is my "primary" language I can't remember a time when I didn't speak both.

2. I am a terrible cook. I can barely boil water. I am lucky to have a girlfriend that thoroughly enjoys cooking for us. Though when it's "my turn" to cook we usually end up eating out. Luckily here in Seattle there is a broad selection of excellent food.

3. I have a 1 year old French Bulldog named Rad that is the most loyal and adorable pet anyone could ever wish for.

4. I have worked for GameHouse/Real Arcade for the better part of the last decade. I got my first job here in 2002/03 as a regular old customer service agent and have worked in Tech support, as a support manager and now as a community manager for this company. They can't seem to get rid of me!

5. I have traveled throughout the United States in my life but have never left it's borders. I have lived in Miami, FL; Chicopee, MA; Cincinnati, OH (actually it was technically Bellevue, KY); South Bronx, NY (where I was born); and Seattle WA. When I moved to Seattle from Miami I actually drove cross country and visited much of the US.


And that's a little about me. Thanks to all for sharing a little about themselves.

On Tue Jan 19 17:43:49 PST 2010, nhernandez said:

1. While participating in the Forums, you must respect the rights of others to participate in the community. To this end you may not harass, defraud, threaten or cause distress and/or unwanted attention to other members. This includes, but is not limited to:

• Name-calling or other insults
• Posting with the intent of provoking another user or users
• Bringing disagreements with someone into unrelated threads

On Tue Jan 19 10:34:34 PST 2010, nhernandez said:

This game does not officially release until 1/20. Thread Locked.

The version that was briefly available for download was taken down and existing versions that have already been downloaded installed will not be accessible via FunPass or able to be registered. That Version of the game was NOT the final release. The final release version will be made a available at midnight tonight (well.... technically 1/20).

IMPORTANT NOTE: If you have installed the game before then you will need to uninstall the game completely (i.e. the game, the strategy guide and the jigsaw) before you download and install the updated version. Failure to do so may cause your game DRM to become corrupted and you will be unable to play either version of the game.

On Wed Jan 13 11:25:37 PST 2010, nhernandez said:

JustNosy wrote:

It may be free but is it legal?

Short answer? No.

Posting links to such sources is grounds for Banning from the GameHouse Forums. In the future if you see a spam post like that please use the "Report as Inappropriate" button to let the mods know something is up.

Thanks everyone. Now back to your regularly scheduled internets!

On Fri Dec 18 11:16:42 PST 2009, nhernandez said:

By the way we are running a promotion for the holiday and I think I spied one of our designers working on a little makeover for our home page for the coming holiday week. stay tuned!

On Wed Dec 16 15:05:34 PST 2009, nhernandez said:

Private Messaging is definitely on our Feature Request wish list. Couldn't give you an ETA but I suspect we'll be able to add that early in 2010.

On Tue Dec 15 16:25:42 PST 2009, nhernandez said:

Nothing to see here. Thread Locked

On Wed Nov 25 13:51:39 PST 2009, nhernandez said:

This forum is really more of a place for our customers to help each other. There are no assigned support agents here and the people that post here with GameHouse logos are not required to post or participate in the conversation but usually do so out of a desire to help out. We try to be clear about that in some of the sticky threads at the top of this forum.

http://www.gamehouse.com/forums/support-forum/Welcome-to-the-GameHousecom-Support-Forum-id4

for example.

Most of our team is out today for the upcoming holiday and will be out till Monday. Our customer service will be available throughout the weekend though and you might catch me snooping on these forums a bit over the holiday.

Happy Thanksgiving everyone!

On Fri Nov 20 15:12:50 PST 2009, nhernandez said:

lets try to keep it civilized please. I understand that people are upset but threats and insults will not be tolerated. Refer to the Forum rules:

http://www.gamehouse.com/forums/support-forum/Care-and-Feeding-The-rules-for-using-the-GameHouse-Forums-id3

On Fri Nov 20 14:46:17 PST 2009, nhernandez said:

dhwv62 wrote: raklein51, I too have the same problem. I was to receive my game credits on 11-19-2009. Called customer support and was told that he did not know when I would receive my credits. Only that it might be sometime this month.

GHBill, so per your post, GH hopes to have the game credits issue resolved by 11-26-2009? And the billing dates will stay the same as they were before the merger?

Yes the plan is to have a fix in by the 26th. Dev is working on that right now and we will be posting here to let everyone know when to expect their credits.

Nick

On Fri Nov 20 14:25:53 PST 2009, nhernandez said:

Hello everyone.

I wanted to jump in here and clear up some confusion about missing games after moving your account over from Real Arcade. The confusion is the result of some poor messaging on our part and we do apologize for any confusion we may have caused as a result. Allow me to explain in more detail.

When we started planning our merge of the Real Arcade and GameHouse sites we wanted to make sure that the two sites had as many of the same games as possible to avoid anyone losing their purchased games. To this end we started a project to make sure that as many of the Real Arcade games we currently supported were released on GameHouse.com with the GameHouse DRM. For the most part this project was successful. Out of some 200 games that were available on Real Arcade but not on GameHouse all but 20 were successfully moved onto GameHouse. That is the original "games not supported" list that is available at the top of this forum.

The issue that we failed to predict came as a result of 2 circumstances.

1. GameHouse.com does not have the same "MyGames" page and function that Real Arcade had. There was a page called My Games but it behaved more as a purchased game history instead of as a launcher for already installed games. The original Real Arcade MyGames is still available as at www.gamehouse.com/myrealarcadegames but we did a poor job of messaging where this was.

2. There is a large list of games (another 200-300 games I believe) that had been discontinued from RealArcade.com before we merged the two sites. Some of these games have been unavailable for years but we did not message this well on Real Arcade. These games were not part of our merge project and in many cases we were quite unable to re-release those games. Some are old games from companies that are long out of business. In those cases we are unable to get updated versions of those games to release with the GameHouse DRM. Others are games from companies that we are obligated to no longer carry due to an expired contract or license with the original developer.

These two circumstances created the perception that some people lost their installed games when they moved over to the GameHouse.com. Some customers expected to go to www.gamehouse.com/my-games and see all of their installed game ready to play just like the Real Arcade site. That's an understandable expectation. When those customers saw less games than they remember and links to redownload instead of a "play" button they (understandably) perceived that they had to redownload/repurchase their games and that many games that were installed and playable just a few moments before were now gone forever.

Fortunately the reality is not so bad. Your games are still installed and can still be played just as they were before. There is no need to redownload or reinstall those games and even games that are no longer available for download or purchase can still be played as long as they are installed on your PC. There is a thread at the top of this forum (Where are my Real Arcade Games) that has instructions to help you locate your games. Customer Service has been given instructions to replace some games with coupon codes. Mainly this is relevant to the original 20 games we mentioned not making the move from Real Arcade. This also includes games that were discontinued recently and still fall under the Real Arcade Terms of Service for the affected customers.

For the remainder, I am sincerely sorry for the confusion that has come from this. In your case the game that is missing has even been unavailable on Real Arcade for a year or more. If your game is still installed you may continue to play it. If you need to download and install a new copy, that game will not be available and likely has not been available for some time.

In the very near future we will be making some changes to the GameHouse My Games page to make it a little more obvious where to go to access your installed games. We're adding some new instructional pages that go through all the possible steps to locate your lost games. We are also publishing the complete list of discontinued games from Real Arcade (with dates) to make it easier to tell when a certain game was dropped from our service.

Again, our apologies for this mess. I hope that my explanation makes things more clear to affected customers. I will continue to watch this thread and forum and respond to questions when I can.

On Sat Nov 14 13:50:45 PST 2009, nhernandez said:

If you are missing games you should contact Customer Service right away so that we can replace any lost games for you. You can call them at 866-733-1228 or email them via support@gamehouse.com.

On Sat Nov 14 13:10:17 PST 2009, nhernandez said:

x2wolverine wrote:

Im going to give this a try right now. On the phone now. They barely speak english.

I'm going to ask now that we keep the conversation here civilized. Let's keep the insults to a minimum please.

I understand that people are upset and we'd like to help everyone that has an issue. If the agents on the phone are unable to help you, email me at forumadmins@gamehouse.com and I can help you get in touch with someone that can assist you.

On Fri Nov 13 17:48:46 PST 2009, nhernandez said:

We've partially fixed our outage and most customers should now be able to use the site normally. Some customers are having trouble logging into the site at this time. We ask that you wait a couple of hours before trying to log in again.

The root cause was related to abnormally high traffic on our log in system that caused some pages to hang. New servers are being deployed to handle the extra load.

On Fri Nov 13 11:06:25 PST 2009, nhernandez said:

This thread is mainly supposed to be an instructional announcement instead of a discussion so I'm locking it for now.

On Fri Nov 13 10:52:06 PST 2009, nhernandez said:

SilverSuki wrote: OK, so far I have found FOURTEEN of my bought-and-paid-for, full-version games that are missing from the list that is supposed to be the full list of all myRealArcade games! (And at least one more whose title I can't quite remember)

3 of them are not available on GameHouse, but the others are.

Suki

twisterlj wrote: I am having a terrible time. We just switched to a new computer, and went to download all of our old *full version* *bought & paid for* games from real arcade, and since the merger, it only lists about 12 games. I have been a member since 2005, and we have 40+ games!!!! How do I get the games that I bought and paid for!!!!

Your issues should now be fixed. This was the direct result of the page navigation not appearing in the my games page. Any customer that had more than 10 games purchased would only see the first 10 and the rest were not accessible. Rest assured that your games are there. you can even download the demos for those games from gamehouse and register them.

If you page through all of your games and some are still missing then please contact support immediately so that we can verify the issue and get that fixed for you right away. You can call CS at 1-866-831-5895

unicorn1306 wrote: "Customers that were paying for their accounts with unsupported payment types (i.e. NOT Visa, MasterCard, American Express or Discover) will not be able to move their account to GAmeHouse.com at this time. "

I've been a very happy customer of Realarcade for several years now and I'd just like to say that I find it very annoying that this merger, which promises a better service and choice of games, is unavailable to me.

Why? because I do not hold by a credit card - I use my maestro to pay for the realarcade, but gamehouse doesn't support this payment type.

I also therefor seem to have lost the 2 credits I had on my a/c

Real Arcade has not been accepting new customers on unsupported payment types for some time (years I believe). The plan right now for these customers is to release a fix that will allow you to move your games over to GameHouse (so that you can at least redownload what you have purchased) and give you a chance to edit your billing information to include a supported payment type.

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.

meri2806 wrote: I too would like to know why some of my games are are no longer available.

"The following games from RealArcade will not be available for download on GameHouse.com (though you can still play them if you have them installed): ".. thanks for that but what does this mean exactly? If I havent installed it "too bad so sad"? If it's installed and I want to remove it then no chance of getting it back at a later date?

What is GH doing about this for RA consumers. Refund? Free games of our own choice as compensation?

I would also like to know why we, who had invested in RA had not been notified by email warning us to make sure we had safely loaded our old games before this debarcle.

FYI..the "no longer available games" list is not complete.
You might want to add Monopoly Tycoon and The Game of Life to it.

cheers

Most of the games on the "not available on GH" list are games that were not able to be supported by the GameHouse DRM due to some technical issue specific to that game. In some cases (Rebound and Family Feud) the games are still available on GH but in different versions. If one or more of the games you own are on this list then please contact customer service and they can compensate you for lost games.

Alicia1959 wrote: I have been able to download my bought games. However they come over as a trial one hour version and I have to buy them again to continue playing. We were told all previous games from RA would be honored (less the unavailable one listed). This is not good.
Also when I am playing a GameHouse game the audio of the advertisment on the game pages will just break in during the game. Whats with that????

This seems to be a common misunderstanding from RealArcade customers that are used to having to "activate" their games when they are purchased.

To register your game on GameHouse.com you just need to sign in to the game with your GameHouse username and password. You can do this with any demo version of the game. On the same window that shows your trial time you will see a tab at the top labeled "Register". Click that tab and you'll see a place to sign in. Sign in once with your GameHouse account info and your game is registered! You only have to do this once each time you install a game.

On Thu Nov 12 08:48:25 PST 2009, nhernandez said:

Your available credits should show in the upper left corner of the home page. If you do not see them try signing out of gamehouse.com and then signing back in.

Also you can view your credits in your profile: http://www.gamehouse.com/my-gamehouse/profile

On Tue Nov 10 12:01:36 PST 2009, nhernandez said:

If you're having a problem with your billing the best thing to do is to contact customer service there are no customer service reps in this forum that can help you. You can contact Customer Service via this link:

[url]http://gamehouse.custhelp.com/cgi-bin/gamehouse.cfg/php/enduser/ask.php[/url]

If they are not helping you over email you can call them via the phone number provided in the line item for your payment on your credit card billing statement.

On Mon Oct 19 13:21:41 PDT 2009, nhernandez said:

We have confirmed a bug where some customers have been unable to reactivate their canceled accounts. A fix is now ready to deploy and is currently undergoing testing before we launch. it. I will post here when I have confirmed that a fix is live.

Thanks for your patience everyone.

On Mon Oct 19 13:11:18 PDT 2009, nhernandez said:

If you are missing games from your account or are having other billing/account related issues I would advise contacting Customer Service at support@gamehouse.com. This forum has not customer service agents on it to help you locate your missing orders and any communication regarding customer orders will not be conducted on an open forum.

That said, you can now find your games in the new GameHouse MyGames page at http://www.gamehouse.com/my-gamehouse

If they are not listed there or there is some sort of error then please contact customer service for further assistance.

On Fri Oct 16 11:05:38 PDT 2009, nhernandez said:

pistachio wrote: Thanks for the reply, Kristy. It was quite a disappointment to come here and find nothing new, for three consecutive days. I make it a habit to visit GameHouse everyday and check what's new for the day.

It doesn't always have to be a fresh game (as in, newly released across all gaming portals). Older games from other sites are also welcome, because these might be games that we GH members have never played before, and thus new to us (like the older Nancy Drew games).

It would be nice if you went back to your one-game-a-day model, as it would give us an incentive to visit your site everday.

This is actually what we're started doing. We still have our "Free Game Daily" program. The games we offer now are not always brand new releases but games we might have collecting dust in our catalog that we think many of our new customers might not have seen yet.

We now release new games 3-4 times during the week depending on a number of factors.

On Thu Oct 15 17:37:19 PDT 2009, nhernandez said:

Looks like there were some secondary issues with the game. A second fix should be released any minute now.

Anyone that is still experiencing issues with the game should try redownloading the game again in about 30 minutes. If you continue to have issues please send an email to our Customer Support at support@gamehouse.com

On Thu Oct 15 11:07:24 PDT 2009, nhernandez said:

Thanks for posting this. I'll have our people take a look at it.

Is there anyone here that has experienced this issue?

On Wed Oct 14 17:41:18 PDT 2009, nhernandez said:

I have good news!

We have fixed this issue. Today's free game should now be a free ad supported game instead of a 60 minute trial.

To get the fix, you will need to uninstall the game, download a new copy from GameHouse.com and install the game again.

When you complete the install you should have the unlimited play version instead of the 60 minute trial.