wbeal's Posts

GameHouse Forums > Top Users

On Fri Feb 10 16:06:46 PST 2012, wbeal said:

Hi HelenRob,

Thanks for your post. Our engineers are aware of the issue and they are working to resolve it. I'll be happy to post an update when I receive it. Meanwhile we appreciate your patience.

Best wishes,
Bill

On Thu Feb 09 14:53:37 PST 2012, wbeal said:

Hello peanut4677,

Thank you for your business over the years at the former RealArcade and, more recently, with GameHouse. I thank you for your comments, too, as they provide an opportunity to reiterate some important points.

First I'll quickly add that Royal Envoy 2 standard edition is expected to be released at GameHouse next week, on February 17th, 2012.

Now to the main point of your post (and to address a point you raised in your previous reply under this thread), no doubt you'll recall RealArcade merging into GameHouse in November, 2009 and the invitation that GameHouse extended to active RealArcade GamePass members to transfer their memberships at the same monthly subscription fee they had been paying at RealArcade. Additionally, and to recognize and reward their loyalty, GameHouse offered GamePass subscribers two game credits per month - double the previous game credit provision at RealArcade - at no additional cost if they transferred their memberships to GameHouse.

Only GamePass members who transferred their subscriptions to GameHouse can continue with that membership plan and enjoy the added benefit of receiving two game credits per month instead of only one. This is an important distinction from FunTicket membership, which offers one FunTicket credit per month.

We've previously stated that we are looking into ways for GamePass subscribers to use multiple game credits for Platinum and Premium Edition games. That option is not available at this time, but we are looking to provide it as a future enhancement. In the meantime active GamePass subscribers, who transferred their memberships to GameHouse, continue to receive two game credits per month -- a benefit exclusive to them.

Thanks again for your loyalty and for your feedback.

Kind regards,
Bill

On Wed Feb 08 10:57:24 PST 2012, wbeal said:

JasonO wrote: Hello everyone,

Thank you for your comments. We have an intermittent issue in downloading games from GameHouse. Only few players are experiencing this problem. It has been reported to our Technical Team and they are currently working on a fix.

Meanwhile, we suggest you to send an email to help@gamehouse.com. Include a brief description of the issue and provide as much of the following information as possible so that it would assist us in working on a resolution :

Your computer'™s operating system and OS service pack
Firewall software
Browser name
Browser version
Anti virus software

Thank you all for your patience and support!
-Jason

Thanks Jason!

I'll add that it is also very helpful to know the type of Internet Service Provider:

Do you have broadband via cable or DSL? Or do you have a dial-up connection?

And is your computer connected to the Internet via a cable (such as Ethernet cable from a modem or router) or via a wireless network?

Using the above guidelines if I contacted GameHouse Customer Support I would include the following profile of my home PC:

Windows XP Pro - service pack 3
ZoneAlarm firewall
Google Chrome version 16 / Firefox 9
ESET NOD32 antivirus software
Comcast (Xfinity) cable broadband
Ethernet connection from modem/router to PC

Cheers,
Bill

On Tue Feb 07 10:41:10 PST 2012, wbeal said:

Hello GreyBeard,

Thank you for your business and for your comments. I appreciate your observations about Sphera™ and your experience in the tech world.

As you saw when you searched for other Forum posts about this game, the GameHouse Community Forums are primarily for community members to offer each other assistance in a variety of ways:

The game forums are largely for players to offer each other 'tips and tricks' about game play. The Support Forum is where community members will help one another by offering advice and general troubleshooting suggestions based upon their own experience. I and a few of my colleagues also contribute here to offer general guidance and to answer questions about our overall programs, memberships and game related topics of a general nature.

For targeted, one-to-one assistance with a game or other technical issues your best route is GameHouse Technical Support, who is available to you via telephone or live, online chat. The best place to initiate contact with GameHouse Technical Support is on our Support Page, where you will have access to a large library of Knowledge Base articles that are often very helpful to our customers. You'll also see the "Contact Us" link when you need more help.

The GameHouse Technical Support team looks forward to hearing from you. They will be happy to document your experience with Sphera™ and help you troubleshoot, and they will escalate issues as required to our Technical Operations team.

With my thanks and best wishes,
Bill

On Mon Feb 06 12:02:04 PST 2012, wbeal said:

Hi everyone,

Thanks for your comments and feedback. Our goal is providing variety in the "Today's Free Game" series, so we rotate titles through that calendar. Typically a given title will be repeated under that series only after an interval of several months. Occasionally, however, we'll repeat a title under "Today's Free Game" sooner based upon popularity and other factors.

Our Worst Fears - Stained Skin has been well received and we're glad that many people have been able to enjoy it.

Cheers!
Bill

On Fri Feb 03 16:36:09 PST 2012, wbeal said:

Hi everyone,

Thank you very much for your comments - we appreciate your feedback.

As I noted in a couple of similar threads in the Support Forums, we continue to update our Rewards program and, unfortunately, the Amazon.com Gift Cards are no longer available. We are looking at other reward options so please check back for those announcements.

In the meantime you may continue to redeem your GameHouse Coins for game discounts, as well as free game coupons.

Best wishes,
Bill

On Fri Feb 03 10:32:12 PST 2012, wbeal said:

Hello ldm72742 -- thank you for your additional comments.

I have just sent you an email to follow up on your concerns; please check your Inbox.

Thanks again!
Bill

On Wed Feb 01 13:30:24 PST 2012, wbeal said:

Hello everyone,

Thank you very much for your posts. I have forwarded the contents of this thread to our Technical Team to help in their investigation. Know that your detailed reports are very helpful in our analysis.

The "network related error" that some of our customers have experienced appears to be intermittent. Although I know it is frustrating when you receive it, I cannot yet offer you a time line for resolution of the issue.

I or one of my colleagues will post updates here as we receive more information. In the meantime we are grateful for your patience.

Thanks again.
Bill

On Tue Jan 31 13:21:32 PST 2012, wbeal said:

Hi minimoose82,

Thanks for your question about GameHouse Rewards.

We appreciate your participation in the program and your interest in the Amazon.com Gift Cards. We continue to update our Rewards program and, unfortunately, the Amazon.com Gift Cards are no longer available. However, you may continue to redeem your GameHouse Coins for game discounts, as well as free game coupons.

And be sure to check back for announcements of other exciting reward options. Thanks for playing at GameHouse!

Bill

On Thu Jan 26 18:11:30 PST 2012, wbeal said:

Our Technical Team has resolved the issue that had prevented the list of objects to find from being displayed.

Please try Egypt Hidden Objects again; the game will play as expected.

If you continue to experience the issue and the list of hidden objects is not displayed, please try clearing your browser's cache and try playing again.

Thank you all for your patience! We appreciate your support.

Cheers,
Bill

On Thu Jan 26 18:07:45 PST 2012, wbeal said:

Our Technical Team has resolved the issue that had prevented the list of objects to find from being displayed.

Please try Egypt Hidden Objects again; the game will play as expected.

If you continue to experience the issue and the list of hidden objects is not displayed, please try clearing your browser's cache and try playing again.

Thank you all for your patience! We appreciate your support.

Cheers,
Bill

On Thu Jan 26 13:51:58 PST 2012, wbeal said:

Hi everyone,

Our Customer Support team has forwarded your concerns to our Technical Team, who are investigating this issue. We are actively working to resolve it...please stay tuned for more information, which I'll post here when available.

In the meantime I thank you very much for your patience!

Best regards,
Bill

On Wed Jan 25 12:13:05 PST 2012, wbeal said:

Hi Angie,

GameHouse introduced Platinum Edition games on Sep. 7, 2011 and we communicated those details in announcements that were posted initially as 'sticky' topics in both the Support Forum and The Lounge. You can click here to see that announcement in the Support Forum (since released from a 'sticky' to make room at the top of the list for other more recent announcements).

Subsequent to that announcement numerous other Forum threads were started about the topic and discussion has continued off and on among those threads. Searching all Forums for the word "Platinum" will result in a list of numerous posts among several threads on the subject.

Regarding Time Management Games, we are happy to offer our customers new TMGs as they become available to us. Two titles coming up are Be a King - Golden Empire (in the next 30 days) and Hello Venice, a Match 3 title with a Time Management component built in. Beyond those two games I understand that our Content Team is working on obtaining several other TMGs; however estimated release dates are not yet known.

Thank you again for your feedback and for your business. We are glad to have you playing at GameHouse.

Best wishes,
Bill

On Sat Jan 21 07:08:09 PST 2012, wbeal said:

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

On Fri Jan 20 17:14:09 PST 2012, wbeal said:

Hi jokeefe - welcome to the GameHouse Community Forums.

I checked with some of my colleagues on our Social Games team and I learned that there are some server issues with Collapse! Blast. Our engineers are working on the issue and they will post progress updates on the Collapse! Blast wall.

Thanks for playing at GameHouse!

Bill

On Fri Jan 20 15:35:25 PST 2012, wbeal said:

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

On Fri Jan 20 14:48:15 PST 2012, wbeal said:

Hello AuntieC,

Platinum Edition games are available for purchase at the applicable price (Retail: $19.99* or Members: $13.99*) or by redeeming two FunTickets (FunTicket membership required). Game discount coupons and free game coupons are not valid for Platinum Edition games.
*Plus any applicable taxes

The same pricing applies to our Premium Edition titles, which are also not available with game coupon codes. However, FunPass members enjoy full access to play Premium Edition titles.

Free game or game discount coupon codes are valid for any regularly priced, standard edition title.

I hope this helps -- thanks for playing at GameHouse!

Best regards,
Bill

On Fri Jan 20 08:41:24 PST 2012, wbeal said:

Hello suzannetq -- welcome to the GameHouse Community Forums.

Thank you for your comments; we appreciate your feedback. I would like to take a moment to clarify one point about Premium Edition games. Although we are unable to offer FunPass play for Platinum Edition titles, FunPass members enjoy full access to all of our Premium Edition games.

Also your GameHouse Rewards coins can be redeemed for free game or discount game coupons not only for yourself but as gifts for family members or friends. The coupon codes you receive after redeeming your coins can be copied and pasted into an email to be sent to the recipient.

I hope that helps you continue to enjoy your FunPass membership and your GameHouse Rewards benefits. We thank you for your business and support!

Best regards,
Bill

On Thu Jan 19 21:09:15 PST 2012, wbeal said:

Hi KPearce, and welcome to the GameHouse Community Forums.

Thanks for your questions; we appreciate your interest in joining us!

I can't speak to specifics because I don't know which job postings you have seen. No doubt the job postings include qualifications for the position, as well as direction on how to submit an application, so I'll encourage you to apply for any job that interests you and for which you feel qualified.

And while GameHouse.com does not have a section devoted to job postings, we are a division of RealNetworks and you can visit the Careers section there.

Hope that helps -- best wishes to you on your career path!

Bill

On Thu Jan 19 10:05:49 PST 2012, wbeal said:

Hello texaslady1912,

Thank you for your comments. Sorry to learn of the difficulty you're having with your free game coupon. They are valid for regularly priced, standard edition games so it's puzzling as to why it would not be working for you. Can you please tell us the title(s) of the game(s) you are trying to get with your free game coupon?

In the meantime I'll offer that sometimes I'll accidentally leave out a character of a coupon code if I'm typing it manually into the Coupon Code box in the Cart. Other times, if I've copied the code from an email or a Web page display, there will be an extra 'space' (behaving like an extra character) when it is pasted into the box in the Cart. Then I need to delete that 'space' before continuing the checkout process.

Please try again with those two possibilities in mind and let us know how it works for you.

Thanks for playing at GameHouse!

Bill

On Wed Jan 18 10:47:12 PST 2012, wbeal said:

Hello Yanks2638,

We welcome your participation in the GameHouse Forums. Please remember to post a topic only once; there is no need to post duplicate threads for a subject.

This thread is locked; discussion can continue here.

Thank you,

W. Beal
GameHouse Community Manager

On Wed Jan 18 10:36:47 PST 2012, wbeal said:

Hi everyone,

To clarify eligibility for the GameHouse "Win a Kindle Fire" promotion it is important to read the complete Terms & Conditions, which include:

NO PURCHASE NECESSARY TO ENTER OR WIN. A PURCHASE WILL NOT INCREASE AN ENTRANT’S CHANCES OF WINNING A PRIZE.

No purchase necessary. There are two ways to enter:
1. Purchase any Premium Edition or Platinum Edition game on GameHouse.com with 2 FunTickets using the FunTicket subscription product. Only one entry will be valid for each individual. Further information about FunTicket can be obtained via the landing page at http://www.gamehouse.com/memberships/funticket. Customers may choose to cancel their FunTicket subscription at any time.

2. Free entry: Mail in a submission on a postcard to: Jeff Washatka, “GAMEHOUSE – 2 FUNTICKETS SWEEPSTAKES 2012”, c/o RealNetworks Inc., PO Box 91123, Seattle, WA. 98111-9223. All entries must be submitted prior to Midnight, 1/26/2012. Only one entry will be valid for each individual that enters.

Even though the promotion is focused on FunTicket, offering an automatic entry as noted in the first entry method outlined above, anyone who meets the general eligibility requirements can enter whether they are a GamePass or FunPass member...or if they have no subscribing membership.

Hope that helps clarify things -- good luck!

Bill

On Tue Jan 17 17:10:39 PST 2012, wbeal said:

Hello reneecop, and welcome to the GameHouse Community Forums.

Thank you for posting your concerns. If you will please check your Inbox you will see that I have emailed you directly to follow up.

With best regards,

Bill

On Fri Jan 13 10:52:29 PST 2012, wbeal said:

Hello Izzy3, and welcome to the GameHouse Community Forums!

Thank you for posting your concerns; I'm sorry that you're experiencing difficulty.

The 50% coupon code is valid and Sally's Salon is a standard edition game, so I'm puzzled as to why it isn't working for you. One possible cause may be an incomplete coupon code or one with extraneous 'characters.'

Sometimes I'll accidentally leave out a character of a coupon code if I'm typing it manually into the Coupon Code box in the Cart. Other times, if I've copied the code from an email or a Web page display, there will be an extra 'space' (behaving like an extra character) when it is pasted into the box in the Cart. Then I need to delete that 'space' before continuing the checkout process.

Please try again with those two possibilities in mind and let us know how it works for you.

Thanks for playing at GameHouse!

Bill

On Thu Jan 12 10:36:38 PST 2012, wbeal said:

Janie42 wrote: To anyone who's won the "Triple Crown" badge...
How ? please.

I thought it's won by buying 3 games, but as I've bought 3 games yet no badge earned, there must be something different / else involved.
Do we need to buy 3 games at the same time, maybe?

Thanks!

Hi Janie42,

Seems like you should have received the badge if you have purchased three games; as HelenRob wrote they do not have to be purchased in one transaction.

Let me have a look at your account, and I'll email you to follow up.

Thank you,
Bill