nhernandez's Posts

GameHouse Forums > Top Users

On Fri Oct 29 14:31:22 PDT 2010, nhernandez said:

You asked, and we listened!


We’re excited to announce that all Premium Edition games are now available to FunPass, FunTicket, and GamePass members at the special members-only purchase price of only $13.99. That’s a 30% savings off the $19.99 retail price!

Members also save 30% on all standard edition games, and FunPass members continue to get unlimited play of all games, including Premium Editions and standard games. If you’re not currently a member, we invite you to learn more about our FunTicket and FunPass member benefits.

About Premium Edition games

Premium Edition games are special versions of our best games that include exclusive features such as bonus levels, extra games, integrated Strategy Guides, extended game play, wallpapers, and more. The retail price of Premium Edition games is $19.99 each, and now members can purchase them for only $13.99, a 30% savings.

Here are the Premium Edition games currently available to play on GameHouse:

The Clockwork Man - The Hidden World Premium Edition
Zuma's Revenge Premium Edition
Samantha Swift and the Fountains of Fate Premium Edition
Mortimer Beckett and the Lost King Premium Edition
Midnight Mysteries - Salem Witch Trials Premium Edition
Build-a-Lot - The Elizabethan Era Premium Edition
Governor of Poker 2 Premium Edition
Jewel Quest Heritage Premium Edition
Virtual Villagers 4 - The Tree of Life Premium Edition
Fishdom 2 Premium Edition
Escape the Lost Kingdom Premium Edition
Fiction Fixers - Adventures in Wonderland Premium Edition

On Mon Aug 02 18:19:45 PDT 2010, nhernandez said:

drgood wrote: Go to the fish game place.........cut, copy, paste. Seriously,be quick with game credits like they are. That shows customer appreciation. I have been a member of the ticket thing for a week,had 2 problems and basically was told "sorry about your luck" in techie talk. When a customer is not satisfied they leave. When I contact TS I want the issue fixed or I want a credit! I get a song and dance here. Not happy.........nope.....not happy.
Dr.good

Hm that's strange. I've reviewed your support history and it looks like you've contacted us three times and on each occasion we were able to offer you a solution. Perhaps we did not automatically give you a free game but we did offer more than our apologies in every case. If there is additional assistance you need then please feel free to reply to the agent that was helping you. If you want to cancel an order we have a generous return policy and if you are unable to use a service or product you purchased then we are more than willing to compensate you for the lost value if that is your desire.

drgood wrote: Has anybody seen my posts? I've been looking and looking to no avail. Wait! I see what's going on! Game House has actually converted the forums into a IHOG! What a stroke of genius! And here all along, silly me just thought the forum designer was the by-product of in-breeding and raised on brand X.
Dr.good
p.s. does anyone know if there is a walk-thru or strategy guide for this forum/IHOG thing?

I know that you are new here and my impression is that you have some loyalty to your former haunt. I'm not sure you realize this (perhaps you are not used to things working this way) but we actually do read the suggestions our customers post on this thread and throughout our forums. In fact this is not just limited to our Community Team but through the entire company. I very often hear (unsolicited) feedback from our testers, engineers and marketing teams regarding items that come up on the forums. Of course, not every suggestion can be acted on immediately, and we cannot reply to every forum post. What may seem like a simple suggestion can become a major project and time investment to engineer a solution and plan out its implementation. This doesn't mean that we won't do it, only that we have to schedule or coordinate our resources to do it right. This is in addition to other mitigating factors that would be boring to go into detail about on this forum. Needless to say not everything is easy or simplistic to get launched or changed, but our desire to act upon the needs of our customers is ever present and informs nearly all the decisions I and my colleagues make on a day-to-day basis here at GameHouse.com.

I want you to know that your feedback is valuable but we would appreciate it if you kept the derisive commentary to a minimum. It is counterproductive and tends to raise bad feelings from everyone in the community. If you want to be part of the solution then we will gladly hear your suggestions and do what we can to include you in our efforts to improve on GameHouse.

On Fri May 14 19:56:46 PDT 2010, nhernandez said:

Hi everyone -- GOOD NEWS!

We have received the new version of Nightfall Mysteries - Curse of the Opera from the developer and it is now available at GameHouse. This new version fixes the technical issue that was reported in this thread (and to our Customer Support Call Center) and that our engineers were able to reproduce. We have tested this new version and were able to complete a hidden object scene, locate and obtain the inventory item, exit the game, and then restart it and resume play under the same profile name from the point at which we left off.

If you have already downloaded and installed the previous version of this game, please follow these steps to uninstall the previous version and redownload the new version:

First, please uninstall the game completely:

1. Click Start.

2. Click Settings, then Control Panel.

3. Click Add or Remove Programs. Once that screen populates locate the game by name: Nightfall Mysteries - Curse of the Opera.

4. Click on the game's name...then click the Change/Remove button to uninstall the game.

Next, to re-download the game to get and install the new, updated version:

Instructions for downloading and installing the new, updated version of the game if you purchased the game at the retail price or with a FunTicket or GamePass credit:

1. Log in at GameHouse.com with your email and password.

2. Click the "My GameHouse" tab; your "My Games" list with then display.

3. Locate the game by its title; the "Purchased" notation should be seen to the right of the title.

4. Click the "Redownload" link to the right of the game title.

5. After the game downloads and installs (this will be the new version) click the "Register Game" tab.

6. Enter the Email Address and Password you used to purchase the game.

Instructions for downloading and installing the new, updated version of the game if you are a FunPass membership subscriber:

1. Copy and paste this URL into your browser's address line to go to the product page for the game:

http://www.gamehouse.com/download-games/nightfall-mysteries-curse-of-the-opera

2. Click the "Download Free" button to download and install the new, updated version of the game.

3. After the game downloads and installs (this will be the new version) click the "FunPass" tab.

4. Enter the Email Address and Password you used to purchase FunPass.

If you have any difficulty uninstalling the previous version of the game and/or redownloading and installing the new version, please contact GameHouse Customer Support right away by calling 1-866-831-5895 (toll-free from the U.S.). Our Call Center hours are:

Monday through Friday:
6:00am – 6:00pm PT

Saturday and Sunday:
7:30am – 5:00pm PT

Our thanks go to all of you for being patient during this process. We are pleased to have received the new version so quickly.

Thanks again for playing at GameHouse and enjoy Nightfall Mysteries - Curse of the Opera!

On Wed Apr 21 14:08:22 PDT 2010, nhernandez said:

Here's an update on the old server.

We have brought the machine here to this building and our IT people are currently trying to see if any data is retrievable. When they powered on the machine the drive was making a clicking sound which is a bad sign in the data recovery department but they are looking into it now regardless.

As for back ups the forum database hasn't been backed up since 2007. We do have those files though so worst case you will get everything up to that date.

On Wed Apr 14 11:19:18 PDT 2010, nhernandez said:

strmckr wrote: SUDOKU.COM IS REDIRECTING to this site?

will the active community and user accounts plus all history of that chat forum be redirected and supported on this host? or is the entire community lost including all the information and content/development by its users since 2003- 2010 April lost forever?

strmckr

Yes, unfortunately the Sudoku.com site is no more. The Forum server had a hard drive failure and we're looking into a possible solution for recovering that data and importing it here but the outlook is grim. The technologies of the two forums are not readily compatible and the overhead of maintaining a separate forum simply is not cost effective (to be frank). I'm sad to see such a robust community forced into this situation but, unfortunately, that is the way the cookie crumbles. We will do our best to accommodate the sudoku.com community here. We encourage you to use the GameHouse Sudoku Forum ( http://www.gamehouse.com/forums/gamehouse-sudoku-forum ) while we figure out what we can do.

On Thu Apr 01 10:09:41 PDT 2010, nhernandez said:

Do not reply to this thread.

On Tue Feb 16 11:50:07 PST 2010, nhernandez said:

This topic is really more appropriate for the support forum. You can find the topic discussed here:

http://www.gamehouse.com/forums/support-forum/Virus-saying-it-is-an-antivirus-keeps-coming-in-with-games-id3537

On Tue Jan 19 17:44:12 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 17:43:28 PST 2010, nhernandez said:

16. We do not discuss disciplinary actions taken against members either with other members or on the forums, and we ask that you do not either. Any threads or posts that mention infractions/bans etc. will be removed and might result in further disciplinary action.

On Tue Jan 19 10:12:26 PST 2010, nhernandez said:

FYI. Advertising for other sites is strictly forbidden. Our full list of rules for the forum can be found here:

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

On Thu Jan 07 17:50:04 PST 2010, nhernandez said:

Please keep talk about politics to a minimum, even in the lounge

On Fri Dec 18 11:12:27 PST 2009, nhernandez said:

Ho Ho Ho!

Merry Christmas!

On Tue Dec 15 16:29:39 PST 2009, nhernandez said:

Wish granted and Locked.

On Wed Dec 02 11:58:41 PST 2009, nhernandez said:

The answer is NO you are not allowed to advertise for other sites here.

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

6. You may not market, promote, advertise or solicit products or services for sale or trade within GameHouse Forums. You may not post advertisements for websites that are not directly related to GameHouse.

Locked.

On Fri Nov 20 16:48:00 PST 2009, nhernandez said:

sunshine92 wrote: I find it very, very interesting that Real Arcade has discontinued a couple hundred games. Other sites still have those games available. I lost 6 games. I have written 3 emails already about this and nobody has answered. I can repurchase 4 out of my 6 games from Big Fish Games. All I want is a refund on my 6 purchases. This is ridiculous. I refuse to call customer support as I can't understand the Indian language. I enjoyed those 6 games and want to purchase them somewhere else but don't have the funds to do so. This merger was poorly planned. Real Arcade used to be the best site around but they've fallen way behind. It's really too bad.

Your missing games probably include some Big Fish 1st party games (i.e. they were developed by Big Fish Games) like "Mystery Case Files - Prime Suspects". We are unable to provide those games to you because we are no longer allowed to. They were discontinued on Real Arcade almost 3 years ago. Same goes for GameHouse games on Big Fish. You won't find them there.

Also, I'd like to ask again that we keep the commentary regarding the nationality of our customer support agents within reason.

On Fri Nov 20 15:07:39 PST 2009, nhernandez said:

There is a thread at the top of this page called "Where are my Real Arcade Games"

Refer to that thread for help.

On Fri Nov 20 14:30:27 PST 2009, nhernandez said:

games are not automatically registered as they were on Real Arcade. To register your game use the register tab on the trial window (the window when you open the game that shows the trial time). Sign in with your Gamehouse.com username and password and your game will register.

On Sat Nov 14 14:01:00 PST 2009, nhernandez said:

Customers trying to register games with GameHouse- To register a game with GameHouse you first download the demo version. Open the game and in the same window that you see the trial time you will see a tab for "Register" at the top. Click that tab and you will be prompted to sign in. Use your GameHouse user name and password (the same one you use to get into this forum) and your game will be registered.

If you have problems with registration contact Customer service right away.

Customer looking for their Real Arcade Games A complete list of games from your Real Arcade account is available at: http://www.gamehouse.com/myrealarcadegames If games are missing from that list you can download the GameHouse demo for that game and sign in (as above) to register it. To launch GameHouse games you can use the game icon on your desktop. If you are unable to sign in to a game you owned before moving to GameHouse, you should contact Customer Service right away.

On Sat Nov 14 13:45:53 PST 2009, nhernandez said:

lyns_stuff wrote: I am soooooooooooo confused. I have gone through the steps to find my Real Arcade games. I downloaded one of the games that I have owned for years, but was not on this new laptop. I open it and cannot register, and am asked to purchase it again.

I download the "Free" game of the day and have the same issue. I get messages stating that I am not eligible for free pass or to login to the game to prove who I am.

I am so frustrated at this point that I want to ditch it all after being a member of Real Arcade since 2004. Sad that I am having this issue along with anyone else that has been a long time member.

I also cannot find out what I will be charged per month at this point. Did the billing stay the same or am I going to be surprised at the end of this month with additional charges? I did have the proper paymet methods on my Real Arcade account.

SOMEONE, please let us loyal Real Arcade members that have followed all the instructions we can find to work with this new site to access our games. I am not a novice for goodness sake.

I support software for a living and understand the troubles that happen with mergers. Please make this easier or tell us that we are all just hanger ons that Gamehouse would prefer went away, because that is the way I feel at the moment.

Did you try logging in through the register tab? It's on the same window as your trial time.

If you are entitled to a game on GameHouse.com you can simply download the demo and log in to register it. If a game you had before moving over is missing from www.gamehouse.com/my-gamehouse or you are unable to log in to the register tab then please contact Customer Service right away.

To view your subscription and billing information you can go to www.gamehouse.com/my-gamehouse and click "profile" at the top of the page. In your profile you can edit your account information and see what you have on your account. Click "My Games" to see your games.

wvgrrl57 wrote: Why do I have to keep signing in when I click on the "My GameHouse" tab? This is beyond annoying. This is a game page, not my bank account!

EDITED TO ADD: Also, how do I uninstall a trial game I downloaded to play but didn't like? Is there no handy "unintall" tab like there was at Real Arcade? Because if there is, I sure can't find it.

You should only have to sign in once each "session" and only if you do something that requires log in like accessing your account details, making a purchase or posting on the forums.

On Sat Nov 14 13:03:07 PST 2009, nhernandez said:

cita wrote: Even when my RealPass account didn't get cancelled properly, it was not an issue getting a refund. Looks like the days of good customer service went out the window with this deal. I have never been so disillusioned by this merger. I loved my realarcade membership. I have been trying for two days just to purchase a game with my Gamepass and cannot do it. I used to visit Gamehouse frequently and try out new games. I cannot even purchase a game now and have downloaded the same game 4 times and it still doesn't work, and to beat that, I got charged 7 bucks for nothing but hours of frustration and loss of some of my favorite games. Customer service, what joke. Sent email yesterday, no response.

Have you tried calling customer service? you can call CS at 866-733-1228. The response will be much faster over the phone.

Sadnil wrote: My problem is I have purchased a new computer and went to my games to redownload my games to this computer. However, all it will give me is the 60 minute demo and the option to buy the game (which says I have purchased the game already). Am I in the wrong place or doing something wrong?

To register your games there is a register tab at the top of the window that shows your free trial time. Just log in with your username and password for GameHouse.com

sundae68 wrote: My problem is, when I try to download any game - even the one's that I've purchased thru RealArcade, nothing happens. So I've essentially lost everything. I think you guys lied to us. You said nothing would change, and it most definetly has for me: I've lost my games, I cannot download any games, and customer service is lacking. It's sad, but I'm gonna have to cancel my membership.

This issue should have been fixed late thursday evening. If you are still missing games please contact customer service to get them replaced. You can call them at: 866-733-1228

On Fri Nov 13 16:47:19 PST 2009, nhernandez said:

Carlt wrote: I have performed all of the steps required to move to the Gamehouse account from RealArcade.
The games appear in the browser window.
Beyond that I have not been able to get anything at all to work, with the exception of the account page. None of the other pages work and about half the time I get a "server Error" with the coding appearing on the screen.
None of the games in the list work.
None of the "redownload' links sned me to any page that helps; they simply time out with an IE error "Server not responding".
I am using a cable connection.
Anyone have any workarounds to get the pages to load?

GameHouse.com is currently experiencing an outage of our E-Commerce system. We have our QA and Engineering teams working on a fix right now and the site should start behaving normally again soon.

On Fri Nov 13 11:03:44 PST 2009, nhernandez said:

Nuki wrote: Yay, I can now check off two support tickets. Today, after a three month oddysey, I managed to solve this mystery on my own.

The webserver obviously only accepts requests from browsers whose content-language is set to English on top priority. Mine was, but at priority three (en-us) and four (en).

It is rather strange and inconsistent because this is not necessary on all pages, just on the billing info page and on the genre pages for example. No problem with the front page, the subscriptions or the forum.

Not my bad that my native language is not English. And still a shame GH had no clue how to analyze the detailed info I provided and act accordingly. Glad it works, I doubt I will renew my funticket subscription, though.

Nuki, I have been reading about your issues with Customer Service. Would you be so kind as to email me at forumadmins@gamehouse.com with the details of your CS contacts (email address, ticket number, names of agents you spoke to) and I will address that directly with the people that run our customer service.

On Fri Nov 13 10:15:48 PST 2009, nhernandez said:

The issue where some customers are not seeing all of their games migrated from RealArcade.com has been fixed. The reason not all the games were showing is because the pagination at the bottom of the page was offset and invisible.

Your games did indeed migrate but anyone that had more than 10 games in their library were unable to see the other pages of your catalog. You should now see pages at the bottom of My Games.

Also note that there is a list of 20 games that were not migrated from RealArcade due to technical issues these games have with the GameHouse DRM. you can find that list here:

http://www.gamehouse.com/forums/support-forum/Know...coming-from-Real-Arcade-id1682

If you still have some games that are missing from your MyGames from before moving over to GameHouse you should contact Customer Service immediately. You can call them at 866-733-1228

On Thu Nov 12 06:35:53 PST 2009, nhernandez said:

Customers trying to register games with GameHouse- [i]To register a game with GameHouse you first download the demo version. Open the game and in the same window that you see the trial time you will see a tab for "Register" at the top. Click that tab and you will be prompted to sign in. Use your GameHouse user name and password (the same one you use to get into this forum) and your game will be registered.

If you have problems with registration contact Customer service right away.[/i]



Here is a list of problems we are aware of in regards to customers moving their accounts over from Real Arcade. If you have one of these issues be aware that we are working on a fix and we will post a notification here of when that fix is complete.

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.

Customers that are paying in a foreign currency (Euros, etc) will have their payment converted to US Dollars upon moving their account information to GameHouse.com.

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):

Alien Stars
BreakQuest
Cactus Bruce and the Corporate Monkeys
Chicken Rush
Diamond Drop
Family Feudâ?¢
Family Feudâ?¢ 2
Flyonoid
JEOPARDY!
Jigsaw365
Jigsaw Puzzle Golden Edition
Jigsaw Puzzle Platinum Edition
Mah Jong Jade Expedition
Rebound
Rebound Infinity
Rebound Lost Worlds
Rebound Lost Worlds â?? Recharged
Rock & Roll JEOPARDY!
Star Defender 2

On Wed Oct 28 13:42:02 PDT 2009, nhernandez said:

If you are looking for GameHouse support on a specific problem you should continue working with customer support. You can email them directly at support@gamehouse.com . If the agent you first spoke to was unable to help you, you should request to be escalated to a supervisor.

The primary purpose of these forums is for customers to help each other solve simple technical issues. Although our moderators are often reading these threads to help spot major issues affecting our customers, the Moderators are not trained as Technical Support representatives and do not have the resources available to our customer support team to resolve individual issues.