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Star Citizen/CIG Refund Inquiry Response!
UnleadedRev
Member UncommonPosts: 568
in Star Citizen
The worst thing about this is that I was not asking for a refund, and just asked what the facts were behind the rumors I was hearing.
Looks like an automated response form letter, and the fact that they are automatically assuming I want to leave the game, means they must be flooded with requests and inquiries to the point they use such a form assuming you are leaving.
Not good either way.
Thank you very much for contacting us.
I am very sorry to hear that you no longer wish to back Star Citizen, however we have reviewed your account status and we regret that we are not able to accommodate your request for a refund since it was received outside of the statutory 14 day period. I understand that this may seem unwelcoming, but unfortunately we are now obligated to send over the following information as protocol:
You made your pledge to the crowdfunding campaign to raise funds for the development of “Star Citizen.” When you contributed your pledge it was applied to the building of the game and the team and resources needed to make it happen. The funds are not idly maintained in a bank account for months or years in case someone wants his/her money back. Cloud Imperium Games has been working diligently on the development of the game and has published extensive information on the development process on its website at robertsspaceindustries.com. We are very serious about accomplishing what we set out to do, which is to build a great game. We endeavor to keep everyone informed and educated on the progress of game development and what is accomplished with their support: reports, updates and web shows have been made available regularly, and our first gameplay offerings came online as early as fall of 2013. These offerings have been progressively and incrementally expanded over time to share access to the work in progress. We have created a substantial foundation for the game, and early release versions are currently available (see further detail below).
As noted above, your payment was a deposit to be used for the “Game Cost” as defined in your crowdfunding pledge agreement (see Sec. 4 of the Commercial Terms, and Sec. IV.A of the subsequent Terms of Service, as applicable,https://robertsspaceindustries.com/tos), and the deposit has since been “earned by CIG and become non-refundable” since it was “used for the Game Cost...” You also agreed to “irrevocably waive any claim for refund of any deposit amount that has been used for the Game Cost and Pledge Item Cost ….” The only exception would be a return of unearned funds remaining in case of an abandonment of the project; this exception does not apply as we have not abandoned development. If you pledged on Kickstarter, you agreed to these terms when you transferred your pledge account to robertsspaceindustries.com.
Terms to this effect have been in the Terms of Service and/or Commercial Terms ever since Star Citizen’s crowdfunding began. They are consistent with the specific nature of crowdfunding and the foreseeable use of your pledge –it would not be appropriate to use current backers’ development pledges to refund an earlier pledge which has already been used for Game Cost. Put simply, “takebacks” are not in the spirit of crowdfunding, the effect would be to pull the rug out from under a team that is working hard to build what the crowd has asked them to build with their pledges.
While quite a lot of the promised gameplay is now available, we acknowledge that delivery of some game elements has been delayed. This is a direct result of the community’s declared desire to have the initial release version of the game developed to a much greater depth, detail, and fidelity than contemplated originally upon start of the campaign. It is inherent to the nature of crowdfunding that such an adjustment to the project may occur. We acknowledge that some individual backers may find the additional wait undesirable. However, as per Sec. VII of the Terms, you did “acknowledge and agree that delivery as of such date is not a promise by RSI since unforeseen events may extend the development and/or production time.” Ultimately, this evolution of development will benefit all backers including yourself, since every backer will be receiving a much greater value for his/her pledge, but it may – as in this case – cause an extension of the delivery dates.
Star Citizen is a project for gamers, by gamers. By financing the project using crowd funding, our team is not beholden to a publisher who would insist we ship a game unfinished, de-featured, or broken to meet a particular schedule. Thanks to continued backing of our community, we have the needed creative freedom over the project to push the boundaries of what is possible in gaming technology and to create a unique game with a unique approach. We feel the results such as unparalleled immersion and fidelity which have been highlighted in many reviews and community reactions, are already speaking for themselves!
Please try out, if you haven’t already, the significant gameplay which is now available (seehttps://robertsspaceindustries.com/feature-list) and we encourage you to download the installer from this url:https://robertsspaceindustries.com/download to patch up and play the latest version of the game.
Again, we regret that we can’t comply with your refund request for the above reasons and sincerely hope you enjoy the updates both current and future in the Star Citizen 'Verse.
Thank you for your understanding in this matter, and if there is anything else we can assist with please let us know, thanks.
Looks like an automated response form letter, and the fact that they are automatically assuming I want to leave the game, means they must be flooded with requests and inquiries to the point they use such a form assuming you are leaving.
Not good either way.
Thank you very much for contacting us.
I am very sorry to hear that you no longer wish to back Star Citizen, however we have reviewed your account status and we regret that we are not able to accommodate your request for a refund since it was received outside of the statutory 14 day period. I understand that this may seem unwelcoming, but unfortunately we are now obligated to send over the following information as protocol:
You made your pledge to the crowdfunding campaign to raise funds for the development of “Star Citizen.” When you contributed your pledge it was applied to the building of the game and the team and resources needed to make it happen. The funds are not idly maintained in a bank account for months or years in case someone wants his/her money back. Cloud Imperium Games has been working diligently on the development of the game and has published extensive information on the development process on its website at robertsspaceindustries.com. We are very serious about accomplishing what we set out to do, which is to build a great game. We endeavor to keep everyone informed and educated on the progress of game development and what is accomplished with their support: reports, updates and web shows have been made available regularly, and our first gameplay offerings came online as early as fall of 2013. These offerings have been progressively and incrementally expanded over time to share access to the work in progress. We have created a substantial foundation for the game, and early release versions are currently available (see further detail below).
As noted above, your payment was a deposit to be used for the “Game Cost” as defined in your crowdfunding pledge agreement (see Sec. 4 of the Commercial Terms, and Sec. IV.A of the subsequent Terms of Service, as applicable,https://robertsspaceindustries.com/tos), and the deposit has since been “earned by CIG and become non-refundable” since it was “used for the Game Cost...” You also agreed to “irrevocably waive any claim for refund of any deposit amount that has been used for the Game Cost and Pledge Item Cost ….” The only exception would be a return of unearned funds remaining in case of an abandonment of the project; this exception does not apply as we have not abandoned development. If you pledged on Kickstarter, you agreed to these terms when you transferred your pledge account to robertsspaceindustries.com.
Terms to this effect have been in the Terms of Service and/or Commercial Terms ever since Star Citizen’s crowdfunding began. They are consistent with the specific nature of crowdfunding and the foreseeable use of your pledge –it would not be appropriate to use current backers’ development pledges to refund an earlier pledge which has already been used for Game Cost. Put simply, “takebacks” are not in the spirit of crowdfunding, the effect would be to pull the rug out from under a team that is working hard to build what the crowd has asked them to build with their pledges.
While quite a lot of the promised gameplay is now available, we acknowledge that delivery of some game elements has been delayed. This is a direct result of the community’s declared desire to have the initial release version of the game developed to a much greater depth, detail, and fidelity than contemplated originally upon start of the campaign. It is inherent to the nature of crowdfunding that such an adjustment to the project may occur. We acknowledge that some individual backers may find the additional wait undesirable. However, as per Sec. VII of the Terms, you did “acknowledge and agree that delivery as of such date is not a promise by RSI since unforeseen events may extend the development and/or production time.” Ultimately, this evolution of development will benefit all backers including yourself, since every backer will be receiving a much greater value for his/her pledge, but it may – as in this case – cause an extension of the delivery dates.
Star Citizen is a project for gamers, by gamers. By financing the project using crowd funding, our team is not beholden to a publisher who would insist we ship a game unfinished, de-featured, or broken to meet a particular schedule. Thanks to continued backing of our community, we have the needed creative freedom over the project to push the boundaries of what is possible in gaming technology and to create a unique game with a unique approach. We feel the results such as unparalleled immersion and fidelity which have been highlighted in many reviews and community reactions, are already speaking for themselves!
Please try out, if you haven’t already, the significant gameplay which is now available (seehttps://robertsspaceindustries.com/feature-list) and we encourage you to download the installer from this url:https://robertsspaceindustries.com/download to patch up and play the latest version of the game.
Again, we regret that we can’t comply with your refund request for the above reasons and sincerely hope you enjoy the updates both current and future in the Star Citizen 'Verse.
Thank you for your understanding in this matter, and if there is anything else we can assist with please let us know, thanks.
Comments
Edit: If your product consists of multiple products the 14 day statutory period starts from when you receive the last product. Seeing as CIG have not delivered SQ42 or Star Citizen as finalised games can they really invoke the 14 day rule?
I would imagine that refusal to refund the purchase of a (pretty picture of a) ship, where the conditions have subsequently been varied would very swiftly end up in a law suit.
You are posting some laughably bad content, please desist.
CIG offered refunds for 3 years ! That they do not offer refunds anymore only tells you about the project that they HAVE used a significant part of the donated money to .. you know .. work on the project.
Have fun
If you are an early backer, the new TOS does NOT change anything for you.
See http://imgur.com/a/Ov1Tt
Section VII Point 3 "Pledges made under previous TOS continue to be governed by ...."
The fun thing is that the number of backers that actually WANT refunds in reality seems to be VERY small. Some grey/black market traders that speculated with overpriced Star Citizen LTI ships got their curly hairs burned and bring their salty tears to the forums in a very vocal manner. I laugh at their despair and say "Good riddance".
Have fun
But then again, court is where you go when you think you are right, and then you will find out, and like many you will experience that Even though you are right you loose.
Anyway, I got the popcorn ready and hopefully a court can be livestreamed on twitch
I've invested a fortune in this game (25 bucks), so they better deliver epic full feature AAA VR immersive single and multiplayer experience, or Else ............!!!!! you hear me bastards.... epic gangnamstyle game or I want my dollahs back
Damnit if this shit doesnt fail I want my money back, cause how things sound I dont know what to believe. Hype vs. Fail-hype.
Epic fun though
Have fun
PS:
okay, insider joke .....
Imagine a starbase as you dock your ship there's that giant HAVE FUN above the gates...
Yes there are probably issues with SC, but I think you'll find they are the kind of difficulties that all development companies hit when developing a game.
For me the main issue I have is the fact that they took the money and then founded a bunch of separate companies, this is not what you generally do with a crowdfunded project, you normally have your base company and just grow your base staff as needed to finish the project.
The money they gathered was to develop the game, not to develop their company, you would normally do this with the profits from a successful release.
― Terry Pratchett, Making Money
It is my understanding that the reason for having a bunch of separate companies was to
a) take advantage of big tax breaks (---> UK)
b) be near a bunch of engine experts (--> Germany)
c) be near a bunch of big name actors for mo-cap and performance-cap (--> LA)
d) be near a bunch of industry experts (--> Austin)
e) be able to work almost 24 hours over different timezones
Have fun
Should read
"While the vast majority of promised gameplay is completely absent, we acknowledge that a minute portion of gameplay has been delivered"
If they have the tech, they can generate 20.000 planets with the touch of a button.
Have fun
Agree that other points seem logical.
Frank 'Spankybus' Mignone
www.spankybus.com
-3d Artist & Compositor
-Writer
-Professional Amature
But the AAA actors appearing in those performance capture scenes are not.
Anyone that can convince a big name actor to perform in THIS outfit
deserves my respect.
Back to the topic of the thread ... OP ... now that you know the facts as CIG CS told you ... what will be your next step ? Charge back ? Second mail to CIG CS ?
Have fun
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
I think it's actually an education thing over a legislation thing. What seems obvious to some obviously isn't to others. I think a lot of it boils down to perspective. I think there is, routinely, a lot of noise from those outside looking in. These people would NEVER back a crowdfunded game, and they're quite content to tell you that. However, they're also the noisiest. What you tend to hear much less frequently are those who backed a crowdfunded game and want a refund. SC might be the first time I've actually seen that, and I think that's due to it's size more than anything else. So I really don't think there's a need for legislation.
There are PLENTY of crowdfunded games which are "past due", but there is often little more than an idle hum about it. Again, SC is just amplified due to its size.
Honestly, I really don't think there is that much confusion over refunds at all. Those who are in, get it, those who are out, get it, and that's why they're out! I mean if they weren't aware of it, why would they continuously talk about risk? There is obviously perceived risk of losing their money, so they obviously know they can't get a refund.
Crazkanuk
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I can see both sides of the argument.
At this point, I think the only ones that might have a shot at a refund are the original Kickstarter backers that pledged before "vision 2.0" that haven't agreed to the new ToS.
It may be a fairly small cross section of the 'playerbase' and those that qualify may have already received a refund.
At this point the project has already passed the point of no return. Now it's just a matter of seeing what lies beyond that event horizon.
"The simple is the seal of the true and beauty is the splendor of truth" -Subrahmanyan Chandrasekhar
Authored 139 missions in Vendetta Online and 6 tracks in Distance
which also charged $99 for early access on Steam:
http://www.pcgamer.com/derek-smart-explains-99-line-of-defense-early-access-fee/
before being pulled from Steam:
http://massivelyop.com/2016/04/11/derek-smart-is-pulling-line-of-defense-from-steam-over-review-bombing/