Do you offer a refund service?

[Alpha]

The thought had just crossed my mind, if we are unsatisfied with the game you can't really offer refunds, because we still have a registration code so, how would you handle unsatisfied custumers (not that I'm unsatisfied ;) )

[rx_shorty]

Personally I think the customers have almost nothing to complain at.

The games you buy you can test it for free because you can download the on the site!

And be real the games arn't that expensive!
A normal game costs about 40 / 50 euros (in my country)
That is about the same amount of dollars.

And if you buy a game by Astraware it is at top about 15 dollars.

When there are still complaints, they will be helped by the great customer service of Astraware.
Believe me that is good!

[Kieren]

Thanks for the vote of confidence there rx_shorty :)

Hi Alpha,

We do indeed offer refunds in cases where the customer isn't happy, although we do reserve the (never used) right to refuse on the grounds we have demos of the software freely downloadable, if the problem is simply a case of not liking the game.
Usually we'll do our best to sort out any problems before it comes to that, but in cases of extreme problems we've been known to arrange a refund anyway, so that the customer gets the game free as an apology for the problems!
We can also switch the game over to another if that's preferable to them :)

It is true that if a customer's purchase is refunded, they still have a working registration code (assuming it worked in the first place, though fixing this sort of problem is generally a very simple and quick process), and it's down to the customer whether they delete the software afterwards - we don't check, we don't ask, it would be rude to really. We do keep a watch out for repeated cases of the same thing though, both because it can be used as a method of defrauding companies, and because it might alert us to a major problem.

I hope that helps answer the question, but if you have any more about it, just ask!

Warmest regards,
Kieren

[meangrasshopper]

My experience with Astraware has been very positive. I encountered a couple of problems (some were simply error on my part) and Astraware bent over backwards to make sure things were taken care of.


I also like the fact that when you contact customer service, a human answers and follows up. I have had a negative experience with a company where everything was automated.

Quite simply, I like the way Astraware does business.

[Alpha]

thank you, I guess now I have a better understanding on this, thank you very much, I'm thinking about buying insaniquarium, I guess now I have now questions, thank you again

[Howard]

Quite simply, I like the way Astraware does business.

Thankyou for the kind comments :)

Our support is perhaps the most important element to our company - something I've known for many years - but many other software companies still don't think it matters.

We like to have lots of happy customers taking advantage of each "new game discount offer" we send out :)

Have a good weekend :)

Howard.