21
Apr
gameloft01-300x265

Next time you want to purchase a game from Gameloft, you may want to pause and reconsider: their official policy is to tie app purchases to the device and phone number - and it's strictly enforced. We received an email from a peeved Gameloft customer who found this out the hard way, and we'd hate to see anyone else encounter the same (frankly ridiculous) issue.

Our tipster (George H.) switched from a MyTouch 4G to a G2x. Apps purchased from Gameloft through the Android Market redownloaded on his new device just fine. However, he couldn't download the games he'd purchased from the Gameloft web store, so he emailed support:

I just purchased a new Android phone and want to use all the software I previously purchased on my new phone. Old Phone HTC My Touch 4G. New phone LG G2X.
I was able to re-download the Gameloft titles that I purchased from the Android Market to my new phone but couldn't do so for the titles purchased directly from your website.

Software Titles purchased directly from your website:

The Oregon Trail HD Transaction ID: ******419M589610W
N.O.V.A. Near Orbit Vanguard Alliance HD Transaction ID: ******18H5693671F
Spider-Man: Total Mayhem HD Transaction ID: ******03BJ534383E
Tom Clancy's H.A.W.X HD Transaction ID: ******15B21905701
Tom Clancy's Splinter Cell Conviction™HD Transaction ID: ******733U7813734
UNO™ HD Transaction ID: ******97XA465973T
Monopoly Classic

Their response: sorry, but you're S.O.L. The purchase is tied to your phone number and device.

Hello!

Unfortunately, you can not get the games back on your new phone. According to Gameloft policy if you buy a game, you can re-download it to the same phone with the same phone number within 3 years of your purchase. If the phone model or number was changed by the customer's own initiative, Gameloft has the right to refuse re-sending the game.

You can not re-download or transfer games which you bought on your old phone (HTC My Touch 4G) to the new phone (LG G2X), because we produce each game-build for one particular phone to ensure the best quality and to prevent piracy. If you want to have games on your new phone, I'm afraid you will have to buy them again.

Sorry for the inconveniences. If you have any other questions, please let me know.

Best regards,
-------------------------------
Nam Luu Hoang
Customer Care Agent
http://www.gameloft.com/

Not exactly a customer-friendly approach, to say the least.

[Thanks for the tip, George.]

Aaron Gingrich
Aaron is a geek who has always had a passion for technology. When not working or writing, he can be found spending time with his family, playing a game, or watching a movie.

  • JoshL

    I saw this a long time ago and that's why I refuse to buy a game from gameloft. When I buy something, it's mine. Unless it's on the Android Market, I want nothing to do with it.

  • montgoss

    Gameloft has always seemed pretty sketchy to me. I wouldn't even install the free titles they gave away a couple of times because of the ridiculous permissions they wanted (like SMS access). Just one more reason to avoid Gameloft.

  • Jaymoon

    I've had problems with Gameloft games even when switching between different ROMs.

    I moved from Warm to CM7 on my Evo, and none of the Gameloft games (backed up through Titanium Backup) would launch. All had license errors.

    So forget Gameloft. The few games of theirs I want to play anyway, I downloaded from ...other sources...

    • New_Guy

      All you need to do in that case is move the game to your SD card and use Astro Manager to re-install it. I've done it plenty of times on multiple phones...

  • http://kenkinder.com/ Ken

    Related: Pirated versions have no DRM.

    DRM: Turning legitimate users into pirates.

  • Chris

    Seems to me like they're turning into (or were from the beginning) one of those overprotective media companies, like the music industry was a few years ago before Apple and Amazon started forcing the industry to phase out their old DRM schemes.

    Their explanation also seems to be somewhat untrue in light of the fact that games downloaded from the Market are cross-compatible, and I doubt Gameloft seriously spends their time coding separate versions of each game for every handset that comes out, even if it's just minor optimizations.

  • http://www.slipshft.com Slipshft

    What a way to make (or lose) more money. That's just bad customer service. I think a boycott is in order.

  • Álmos

    Just warez it.

    (Btw, this is why you shouldn't despise warez sites. Big companies like Gameloft are assholes, and they deserve to be stolen from.)

    • Someone

      Err, if you despise companies like Gameloft, you shouldn't install any software from them at all.

      By downloading it illegally, you're still providing them with free marketing by making their games known to the world (friends can see the games you're playing on your phone, etc).

      Hate a company, don't use their stuff. That will hurt them a lot more.

      • Álmos

        They make good games. I have to use them. :P And btw, I WOULD buy them from the Market.

        • wp7isthebest

          Yeah, if they put their stuff on the market it would be so much better. As it stands now, they can stick their own store up their butt.

  • Lincoln

    This is not the first time this issue has been reported on and when enough people griped, Gameloft supposedly granted some exceptions and the general consensus on the final outcome was that the policy stands, but if you contacted them they'd make the adjustsments and let you migrate the game/app.

    Apparently that little nicety had a time limit (or they conveniently forgot).

    I imagine they're so stringent with policy due to rampant pirating. But when that policy becomes so constricting as to scare away customers? Well, it makes me think there's not a lot of thought about business survival over at Gameloft HQ.

  • reddragon72

    Imagine is steam did this. And companies wonder why piracy is so rampant. There are those that never intended to buy a game in the first place that pirate, and then there are those that pirate because the company forced them to.

    I do feel that if you have already purchased the game from them and they want to be aholes like this, then by all means go and get the same game from another source. They have no one but themselves to blame, so when people find out how easy it is to get the game anther way no-one will come back to them to purchase the game legitimately. So they are in essence promoting piracy.

    Oh and this isn't just an Android issue, this same thing happens on iOS as well.

  • Adam

    How does this affect their games purchased through the Amazon app store? Amazon allows you to download your games and apps to other devices for all other apps. My wife and I share an Amazon account and have been able to share apps on our phones since the service launched.

    • b1ll

      They don't sell through Amazon Appstore, at least not yet.

  • http://www.droidsite.net/ tgwaste

    i moved from droid2 to thunderbolt, sent them an email, and they sent me links to re-download all the games for my new device.

    are you sure your old titles are compatible with your new device?

    • Chris

      If it is a compatibility issue, then Gameloft should have said so in its reply e-mail. If it actually is a compatibility issue and they replied incorrectly, then it still demonstrates a lack of attention to customer complaints.

      There is the question of whether their games were designed to run on a dual-core phone like the G2x, but I don't think that's the issue since the other games are available and to my knowledge, Gameloft hasn't published any disclaimers about dual-core incompatibility.

    • Crazyheaven

      Yea, I never had a problem with this. Customer support told me that any game I buy would be my game forever. If I change devices my games would still be tied to my number. I have changed devices and they sent me a text with my games inside.

      Call them with any issues. They will help you.

    • http://lettersfromdave.wordpress.com daveloft

      I moved twice and was given new downloads each time with no issue. The last time was just six weeks ago and some of the games were purchased as far back as May 2010.

      I suggest just trying to contact someone else in the company by email or phone. Most seem willing to help you out but unfortunately there are always a few people that wont.

  • archboy

    That is why I refuse to buy any game from them no matter how good/great the game is after the one time I made the mistake of buying one of their titles.

    You get no support, no updates and no return window. That's just shady.

  • Mark

    I bought a ton of Gameloft games on my G2. However, it got bricked and I got a new one. I went to the Market and redownloaded all my apps and games. Imagine my shock and horror when I found out that I couldn't do the same to the games I had bought on the Gameloft website. Nearly $30 gone to waste. That was nearly a month ago but seeing this story reminds me of the anger I felt at them. I have vowed NEVER to purchase any other game from them EVER AGAIN.

    If I am going to be playing any Gameloft games, you can guarantee that they won't see my wallet (if you catch my drift).

    Congrats, Gameloft. You have successfully lost a customer and gained a captain of the high seas.

    • http://lettersfromdave.wordpress.com daveloft

      Did you even ask them to send you new ones or do you think your complaints in an internet forum will do something for you?

      • Mark

        I see Gameloft sent in one of their reps...

        • blah

          +1 hahaha they have no shame.

        • b1ll

          Believe it or not, but Dave Loft doesn't work for GameLoft from what I've seen. He comments on their blog but I don't think he's affiliated with them.

    • blah

      this made me chuckle

  • screw gane

    go to piratebay or ipmart or mobilism and warez the shit outta gameloft, they deserve all the rape we can give

    • http://lettersfromdave.wordpress.com daveloft

      pathetic douchebag

      • Chris

        Agreed. Urging the use of warez is a bit much on a reputable news blog. Do it privately, or hint it at worst, but urging what is legally theft is beyond the realm of public forum etiquette.

  • SiliconAddict

    Begin the Twittering folks. If this gets on Facebook and Twitter it will be all over the damn place in hours. This is a complete BS policy designed to push future sales. They can go to HELL.

  • Jim

    People STOP BUYING GAMELOFT GAMES!

    Trust me when enough people stop supporting these idiots they will have to change their policy.

    Amazing that even Apple is less strict than Gameloft when it comes to apps.

    Never bought from Gameloft and never will. I also tell every person with an android phone not to buy their games and only buy from the Android app store.

  • Shaneaus

    I'll never buy a game from them with this type of policy.

  • blah

    sketchy sketchy, it is almost like they want you to pirate their games. I do not support pirating software on any platform, but I now harbor no bad feelings to those doing it to Gameloft. That policy is absolutely ridiculous. I had the same problem with Hawx 2. I'll never buy anything else from them, they are a crappy company.

  • Rannic

    Majority of their games are trash anyway, I rather support a small dedicated developer than the asses at Gameloft.

  • http://OMGrant.com OMGrant

    Thats a big giant FUCK YOU to Game Loft from yours truly...

    • b1ll

      Both big AND giant? God damn.

  • Tom

    @ Nam Luu Hoang and Gameloft:

    Consider yourselves on my shit list. Not only will I will never purchase anything associated with you, I will also let a hell of a lot of people know about how you treat paying customers and suggest they also avoid you like the plague.

  • Tom

    THIS IS FREAKING UNREAL!

    The following is a "cut and paste" from the FAQ on Gameloft. Please read it carefully because most of what they are saying is unreal.

    "What is Gameloft's refund policy?

    Gameloft products can be selected as downloadable software from our online store. We accept absolutely no returns on game downloads. Should you be unable to download the game, select a game that is incompatible with your phone, lack sufficient credit to download it, or have a problem with your internet service, you will not be refunded. If you complete payment more than once, you will not be refunded. We reserve the right to replace your purchase with another game in exchange. If for any reason you do not receive the game or find yourself unable to install it because of a technical problem, we will gladly resend it and work with you to resolve the problem.
    "
    What the fuck...if you can't download it you still have to pay for it??? If you accidentally pay for it more than once they keep your money??? They have the right to give you a different game than the one you wanted???

    The owner(s) at Gameloft need to have the shit kicked out of them!

  • Guy J

    not true! if you still have the download on your memory card and the game file on your mem card you can get it to work. take your old mem card and transfer everything to your new mem card, use a file explore and find the apk and install it. it should work, i move dungeon hunter hd, between three phones and two of them were my friends phones so they got the game for free and can play it with no problems.

    • arminNL

      Dungeon hunter is free

  • Tyler

    I sent four messages to gameloft coustumer care with the last one being:
    Well I played N.O.V.A 3 as soon at finished downloading, and for the next month continued I was hopelessly addicted to this game. To my surprise my account:Level 76 Fiend, owned every upgrade possible with a few thousand points left, had been reduced to a Level 76 Fiend, no points, no upgrades. I had played a few games hoping to see a change, but to my utmost disappintment, nothing had changed. I'm a huge Gameloft fan and I greatly enjoyed playing N.O.V.A 3. I hope this problem is solved ASAP(As Soon As Possible), as i had sent three help requests from the N.O.V.A 3 coustumer service redirectory. I would be happy with just my upgrades back(I had all of them, not one less), and the points I don't really mind that much(although I would be happy if the were restored).
    With Regards,
    Tyler

    I had never any trouble with gameloft ever and after being ignored for so long i became curious. I went online and to my surprise i found out being ignored was normal for gameloft. I played multiple gameloft games and this was my first problem.
    Is there anyway to get in contact with gameloft, and get some real help?

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