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Anybody with experience of IndieGala's support?

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Uroboros

Just a quick question here :
How quickly do IndieGala's support normally respond?

The story is basically that I've only contacted them once in the past but they never actually replied to me, but it wasn't a really pressing matter. This time it's because I purchased one of their bundles (for FNAF2), but found in my paypal receipt I actually dropped a typo in my email address (so I received nothing).

The quickest way to resolve this would be to issue a refund request and issue a new purchase, but I would prefer not to cause complications (and I hear companies tend to get all blacklist-y when you do that, too). A stonewall of non-communication wouldn't leave much choice, but I don't want to jump the gun, hence the thread.

Anybody got experience with their support? Do they actually reply? If so, how did you contact them? An email sent from your own address, the embedded support form in the website, or some other way? Weird question I know, but hey~

9 years ago*

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21 Comments
Rinarin

I've contacted them 2 or 3 times, they replied within the same day or the following (workdays) and they were helpful all times. If you can give them the transaction ID and the e-mail that your IG profile is associated with, they should be able to add the bundle to your account, since the payment went through. I haven't had that issue before but I had an issue with a set of keys not appearing on my profile.

9 years ago
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Uroboros

Hmm. Odd.

I actually included a screenshot of the transaction itself which included the transaction ID along with the time, amount, and the email address it had falsely been sent to, but I guess I'll just try a text-only attempt. I did check my ISP-side junkmail filter and nothing had been caught by that, so I guess another shot wouldn't hurt.

Fingers crossed!

9 years ago
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Rinarin

It's possible some spam filter of theirs caught it instead, so try to send them another mail (maybe from a different e-mail of yours?). No idea if needed, just giving suggestions.

9 years ago
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Uroboros

Oh right, I've actually been using the support email form embedded in their website itself. I suppose if I don't get any love in another 24 hours I could try that.

9 years ago
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Rinarin

I hadn't even noticed there was a form, to be honest. I just sent them a mail myself.

9 years ago
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Uroboros

Weird. I never noticed their email address, but always found my way to the embedded form when looking for one. Maybe the form is broken.

9 years ago
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Axelflox

I needed support from them once cause a key was duped(when they still had the auto-redeem system) and they answered in about a day with a new key.
So go contact them, I doubt it can be as bad as steam support(nothing can be that bad).

9 years ago
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Uroboros

Haha, well, I think all support with an automated front-line are equally terrible. I've already tried them once yesterday but got no word. At Rinarin's suggestion I just sent them a second email, this time with all the details in the main email rather than through an attached screenshot. vOv

9 years ago
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PhantomTa2

Have you tried going through their Facebook or Twitter?

9 years ago
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Uroboros

Great idea, I can use that as a last resort.

9 years ago
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guppy44

I contacted them for the first time a couple days ago. They responded within 24 hours. I was impressed.

9 years ago
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Uroboros

How did you contact them? Did you use the embedded support form in the support page, or did you create an email manually?

9 years ago
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guppy44

I clicked "Email Us" on this page.

9 years ago
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Alteria

Pretty good, I bought the wrong bundle once and they kindly switched it.

9 years ago
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Uroboros

Nice. Did you use the page in the support section to contact them, or did you send an email from your own client?

9 years ago
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Alteria

Sent them a mail.

9 years ago
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EvilBudgie

Pretty good. I made the same mistake as yours. Since I repurchased the bundle, after asking for the transaction ID they offered to either add another copy to my account or give me a refund.

9 years ago
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Thordred

Contacted them once, never got a reply.

9 years ago
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Aquillion

I had this issue once and they replied promptly, fixing it -- I just sent them an email saying I'd had a typo like you described, and they reassigned the bundle to the correct account. Another time I got an already-used key and they replaced it, so I've had good experiences with them. This was ages ago, though, so I don't know how things are now.

I would suggest not doing a refund request, since that seems likely to make things more complicated. Contact them first.

9 years ago
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HexMoon

Contacted them twice over two different issues, never got a reply. As far as I'm concerned, I'll never purchase any bundles from IG again because of their attitude on several occasions.

9 years ago
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Uroboros

My second email got through to them, and they promptly resolved it.
For reference, I used the embedded support form through the support link on the main page. Anybody having issues with IndieGala should try to persist whenever a mail isn't returned, and as a last resort perhaps try a message through their Twitter and/or Facebook page to draw attention to the issue.

Thanks everyone for your help! <3

9 years ago
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Closed 9 years ago by Uroboros.