Regarding TwitchTV and Refunds

Regarding TwitchTV and Refunds Started by GOMTV Support 9,718 Views Reply 26 Like 2 Dislike 3
	By GOMTV Support	Quote
2013.01.23 Dear GOMTV.net users, We realize that many of you have been confused by the lack of compatibility between the TwitchTV tickets and our own GOMTV tickets. Our announcement concerning this issue has been delayed to this point as we had to coordinate with TwitchTV to find a solution for this problem. Users who had a sub-par live stream experience can now email us at ticket@gomtv.net for full refunds. There is no easy way for us to link TwitchTV’s subscription system with our own ticket system so at this time, if you would like to watch the GSL broadcasts on TwitchTV, we recommend you to ask for a refund and purchase the subscription on TwitchTV instead to avoid purchasing tickets on both platforms. We would like to emphasis that the subscription on TwitchTV for the 2013 GSL Season 1 will give you full access to the entire season’s live stream as well as its VODs. Please note that there is not yet a yearly ticket subscription implemented. As previously mentioned, because the ticket systems are different on each website, as of now, there is no option to watch the Live Stream/View VOD’s on both websites with one ticket purchase. User’s who are eligible for a full refund: - 2013 GSL Season 1 Ticket Holders - 2013 GSL Yearly Ticket Holders (If you took part in the ‘Early Bird Special’ and would like a refund, we will give you a refund for the 2013 GSL Yearly Ticket minus the cost of the 2012 GSL Blizzard Cup Ticket.) - Monthly Subscribers who purchased a subscription between December 23rd and January 23rd To ensure a smooth process, Refunds will be available until January 31st, 2013 (KST), so if you would like one, please send in a email before then, further requests beyond this point will not be accepted. After a refund request is sent in, please allow up to 5 business days for the funds to reach your account. After your ticket has been refunded, you will receive a confirmation mail. We truly are sorry for all the discomfort and frustrations that our fans have been feeling. This is not how we wanted to start in this new year and we can only promise that we are trying our best to solve these issues. Thank you. GOMTV.net EDIT: The refund period is now over, thank you.
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	By Jacmert	Quote
- 2013.02.10 (delete , double post)
	By Jacmert	Quote
- 2013.02.10 Hi GomTV, can we please get a response on whether loyal GSL yearly ticket holders are going to receive ANY compensation at all for all of the stream and vod issues? I understand if things are not decided, yet, but after not hearing any word from GomTV I am worried that you are simply going to ignore us (yearly ticket holders). I would like to be a repeat customer, but at the same time I don't want to feel as though GomTV took my yearly subscription money and then left me out in the cold after a month or two of service interruptions with zero compensation. Thanks.
	By Ian Chan	Quote
- 2013.01.30 Thanks for bringing back buffering for VOD and there is improvement for live stream though it can be better. Anyway, thanks for responding and now I can continue to watch my favourite show on earth. Starcraft2!!!
	By BiOBOOM	Quote
- 2013.01.30 Just please fix before the end of season 1 at least, I purchased a 2013 year ticket and won't be getting a refund as the year is very long and I'd much rather keep the account than have to get a refund and then buy twtich pass and then rebuy a yearly when you sought your Sh*t out!! xD But please, alot of $$ spent on GOMTV, in the heart of the IT capital Korea please bring back GOMplayer or something.. please.. just let me watch at a decent quality....
	By RockDj	Quote
- 2013.01.28 I'm watching only VOD's and they are just fine. No need for refund. Thank you gom.
	By OptimusProbe	Quote
- 2013.01.24 I just want to explain that, for me, I don't care about refunds or the cost or the money involved with this issue. I subscribe to GSL & GSTL because it has the best players, best content, best casters, and best format in my opinion. I subscribe because I want to watch the content. I appreciate Gom offering refunds but I personally don't want a refund, or a discount, or anything else. I just want to watch GSL. Please just work on allowing us to watch your content as soon as possible. I'm probably not the average demographic but for me, I have a family and full time job. I get very little time in a day (my mornings usually, get up early and then watch while getting ready for work) to actually watch GSL. And that little time I get has been just watching a "buffering..." screen, or no screen at all this morning other than blurry twitch.
	By SHODAN	Quote
- 2013.01.24 Quote : Hi GomTV, thank you for your efforts in making sure we - your customers - are satisfied. However, this still doesn't compensate those of us who purchased a GSL 2013 Yearly ticket, had a "sub-par live stream experience", and still want to continue on with our Yearly ticket subscription. Do you mean to tell us that we - your LOYAL customers - will either: receive NO COMPENSATION for a laggy, often times unwatchable stream; OR have to get a refund MINUS the cost of the GSL Blizzard cup (which means we have to give up the Yearly ticket subscription option and either pay $19.99 for one season at a time on Twitch.tv)? The first option is unacceptable, especially since the GomTV HQ and EHQ streams are STILL laggy. In fact, many of us saw our streams STOP immediately during a climactic battle between two of the GSL Code S Group A opponents. This was about 30 seconds before the GG and we missed the entire end of the game. And this was only YESTERDAY. The second option is horrible as well, because the Twitch.tv subscription is more costly over the year AND the highest quality is 540p+, which is not as good as the 720p EHQ stream. Not only that, but for those of us who purchased the Early Bird option and got the Blizzard Cup included, you are now telling us that you're going to keep that money (was it $10 or $20)? To me, this is again entirely unacceptable, and NOT the way to treat your most loyal customers (i.e. yearly subscribers who purchased the Early Bird deal). I posted these concerns in the previous GomTV thread (Announcement Regarding Refunds and Rebroadcast) and e-mailed ticket@gomtv.net and was told "We are still processing the situation and when we are ready, a public announcement will be made regarding the compensation." However, I did not expect that GSL 2013 Yearly Ticket subscribers would be receiving no compensation other than the option to cancel our subscription for a full refund - and to "add insult to injury", the most loyal of your customers, the ones who purchased the Early Bird Special, don't even have the option to get a full refund but will lose the cost of the Blizzard Cup because GomTV will keep the $10 or $20 that it was valued at. In summary: I think that your GSL 2013 Yearly Ticket customers should at least receive 1/12th (one month's) worth of their yearly subscription credited back to them via their method of payment, and if the streaming issues continue this month, further compensation should be considered. ALTERNATELY, for those who wish to upgrade their yearly ticket to Premium or Premium+, they could be given a $25 credit towards that (which would mean we'd still have to pay $10 or $15 extra to GomTV, so both sides win). That is how you should treat your most loyal customers (imo). And it's in a way that "won't break the bank" for GomTV (i.e. it's still makes decent business sense for the company). SK Planet Proleague is not a very good competitor right now, but Heart of the Swarm is coming soon and who knows if IEG/OGN will start pouring more investment into their Proleague and English cast production. I think GomTV should be very focussed on retaining their customers and building brand loyalty with us. 100% agree with this. I'm a 2-time yearly ticket holder for both GSL & GSTL, and I'm SICK OF YOUR EXCUSES GOMTV. My money is going on OSL/SPL next time. -.-
	By SoliKiea	Quote
- 2013.01.24 Today it worked okay, but after the 1st game of the loser's match, the stream is buffering again and I'm forced to watch it in 360p. Fix it, give me a free ticket to twitch.
	By afgsds	Quote
- 2013.01.24 I don't want a refund. I love GOM, just wish it didn't lag. I'd only subscribe via Tiwtch, if GOM was giving coupons to ticket holders, based on some arrangement between Twitch and GOM. Just please improve the lag issues somehow... please. Currently I can mostly only watch VODs, the live show is often completely impossible to watch, because of lag. Today it's much better than yesterday though.
	By Cryptys	Quote
- 2013.01.24 Hi GOMTV, I just want to say that I appreciate all of your considerable efforts to get your live stream running smoothly, including getting another beta player up very quickly for those of us having issues with the current player. The issues many of us yearly ticket holders are having is we DO NOT WANT to fully refund our yearly subscription. There are many more games to be played, and we want to support GOMTV for having such a high quality tournament with great production. Keeping this in mind, the current solution you are providing does not help us yearly ticket holders because we do not want a FULL REFUND. We actually just want the HQ players to work smoothly so we can watch all of the games in 720p without interruption. As others have said before me, the full refund just so we can subscribe on twitch for 520p does not benefit us, because it does not provide us with the solution we want. Please consider some solutions stated above where we all yearly ticket holders receive either a partial refund for the past couple of months where the player has had issues OR give us a nice discount to upgrade to the premium subscription (assuming the EHQ stream will actually play with no issues) so you still keep our money and we get a reasonable solution to this problem. TLDR I love GomTV and am happy to support you guys. We just want what we pay for. :D
	By zickvon	Quote
- 2013.01.24 Quote : Hi GomTV, thank you for your efforts in making sure we - your customers - are satisfied. However, this still doesn't compensate those of us who purchased a GSL 2013 Yearly ticket, had a "sub-par live stream experience", and still want to continue on with our Yearly ticket subscription. Do you mean to tell us that we - your LOYAL customers - will either: receive NO COMPENSATION for a laggy, often times unwatchable stream; OR have to get a refund MINUS the cost of the GSL Blizzard cup (which means we have to give up the Yearly ticket subscription option and either pay $19.99 for one season at a time on Twitch.tv)? The first option is unacceptable, especially since the GomTV HQ and EHQ streams are STILL laggy. In fact, many of us saw our streams STOP immediately during a climactic battle between two of the GSL Code S Group A opponents. This was about 30 seconds before the GG and we missed the entire end of the game. And this was only YESTERDAY. The second option is horrible as well, because the Twitch.tv subscription is more costly over the year AND the highest quality is 540p+, which is not as good as the 720p EHQ stream. Not only that, but for those of us who purchased the Early Bird option and got the Blizzard Cup included, you are now telling us that you're going to keep that money (was it $10 or $20)? To me, this is again entirely unacceptable, and NOT the way to treat your most loyal customers (i.e. yearly subscribers who purchased the Early Bird deal). I posted these concerns in the previous GomTV thread (Announcement Regarding Refunds and Rebroadcast) and e-mailed ticket@gomtv.net and was told "We are still processing the situation and when we are ready, a public announcement will be made regarding the compensation." However, I did not expect that GSL 2013 Yearly Ticket subscribers would be receiving no compensation other than the option to cancel our subscription for a full refund - and to "add insult to injury", the most loyal of your customers, the ones who purchased the Early Bird Special, don't even have the option to get a full refund but will lose the cost of the Blizzard Cup because GomTV will keep the $10 or $20 that it was valued at. In summary: I think that your GSL 2013 Yearly Ticket customers should at least receive 1/12th (one month's) worth of their yearly subscription credited back to them via their method of payment, and if the streaming issues continue this month, further compensation should be considered. ALTERNATELY, for those who wish to upgrade their yearly ticket to Premium or Premium+, they could be given a $25 credit towards that (which would mean we'd still have to pay $10 or $15 extra to GomTV, so both sides win). That is how you should treat your most loyal customers (imo). And it's in a way that "won't break the bank" for GomTV (i.e. it's still makes decent business sense for the company). SK Planet Proleague is not a very good competitor right now, but Heart of the Swarm is coming soon and who knows if IEG/OGN will start pouring more investment into their Proleague and English cast production. I think GomTV should be very focussed on retaining their customers and building brand loyalty with us. Totally agree on this idea. Give a discount for the yearly ticket holder to upgrade to premium service! So both sides will be happy.
	By Tetrahydrofuran	Quote
- 2013.01.23 If you have a monthly subscription, surely you had to renew it in a month between 23.12. and 23.1. Duh!
	By I3ender	Quote
- 2013.01.23 Monthly Subscribers who purchased a subscription between December 23rd and January 23rd so because i have had a monthly subscription earlier than others and have supported gsl for longer period of time, i dont get any kind of support for the fact your stream is unwatchable? despite having the best internet my country provides and can watch 1080p streams anywhere else, your streams are still absolutely fucked even on low quality. i merely have to wait? you are a broadcast company, fix your shit and learn to treat your long term customers better first.
	By zimms-T	Quote
- 2013.01.23 Well I am thinking about a refund(and going to twitch instead), because i bought a yearly premium ticket and have extreme stream stuttering in every quality option (no possibility its my internet or computer). But there are two things that hold me back from doing it: first, the looking for the actual (live) and for old (archieved) footage of GSL. Sometimes I want to watch some old, legendary games and looking them up on twitch is just annoying. So these are two tradeoffs I don't want to make (and some other minor ones), so... Before I do decide if I go for the refund, it would be interesting in what is GOM trying to solve and especially HOW. I won't let my money in your hands just for promises, I want to know what you are actually doing about it. Are you contacting the telekom companies? Are you installing new streaming servers? And what is the timeplan? If it is "when it's done", like, lets say the "Duke Nukem Forever" way, I want my money back. If you say everything will be fixed by Feb/March I will keep the ticket. If you cannot assure anything or don't tell us anything more specific, you will receive my Mail by the End of January.
	By sRaven	Quote
- 2013.01.23 Hoping you guys can get the streams fixed, don't want to ask for a refund but if i have to switch to twitch i will. Good luck in getting it fixed :)
	By SoliKiea	Quote
- 2013.01.23 I am so disappointed by GOMTV. First your streams don't work, you then give alternative options without giving us, your ticket holders, compensation. You messed up your stream in some way so that I does not work for me, I did not have this problem when you were still using the GOM Player, but now for me to get my product fixed that you fucked up, I have to send you emails, buy the product again. Surely you have a way of finding out the emails of all your ticket holders, as I'm sure we've provided it when we registered. When I bought the MLG HD to TwitchTV via the MLG website, I was asked my email, and a code was sent to my email adress, how is it you can't do the same? This is the last time I pay for anything that comes out of GOMTV, unless you send me a code to the TwitchTV via my email. Now, I there is also the fact that so far, 6 days of GSL has not been working for me, and I still have to pay the full price for this stream that does work, but has a worse website for finding vods? as well as spoilers because of how the TwitchTV video archive work.
	By pyrometer	Quote
- 2013.01.23 Apart from completely agreeing with Jacmert, I have to additionally take issue with the following statement: As previously mentioned, because the ticket systems are different on each website, as of now, there is no option to watch the Live Stream/View VOD’s on both websites with one ticket purchase. This is pretty clearly bunk unless Twitch have removed coupons as an option. MLG many times had used coupons for Gold members to watch Twitch streams ... I really don't see why you can't do the same thing for GSL Season 1 for Yearly subscribers while you get your stream working (clearly you need more time to debug and fix the performance issues and it is not up to your customers/fans to beta test your stream for you).
	By DraganS	Quote
- 2013.01.23 I'm really dissapointed with how you've dealt with this situation, especially for us yearly ticket holders. I completely agree with Jacmert.
	By Dragonspear	Quote
- 2013.01.23 Jacmert hit the nail right on the head here. I love GOMTV and the GOMTV casts tremendously and I was extremely pleased with the GOM Player and service I recieved last year. But the constant buffering of the stream (as I mentioned on twitter last night) made watching it via your website unplayable. I ended up putting on the low quality twitch.tv version so I could at least watch the games rather than continuously losing crucial chunks of the game. I haven't asked for a refund yet because I enjoy knowing I'm a yearly subscriber to GOM, but in order to keep that loyalty and have me keeping telling friends on what they're missing out on, we need some word on when the issues with the GOM live player will be fixed.
	By 46and2	Quote
- 2013.01.23 I am a yearly subscriber and would like to continue to be so. The stream was good most of the time last year and I was happy with that. The stream last night for Code S Group A was, however, unwatchable so I resorted to the twitchTV low quality free stream which did not lag once. If you resolve the streaming issues to be as least as good as last season, I will once again be happy to use the gom stream. Cheers!
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