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I wasn't sure which category to put this in, so I stuck with general.
And before you ask: Yes, I already posted on the GomTV Q&A forums and I emailed the support, without having received an answer to either so far.
I bought a daily ticket for the GSL2 finals and wasn't able to watch a single minute of the HD stream due to horrible lag, buffering and a choppy stream in general. I tried it on different PCs and had the latest player version installed. It ended with me watching the finals on an inofficial restream and having wasted the money for the ticket.
The GomTV refund policy says:
Refund is possible until 1 hour before the actual beginning of the Live stream, only if you do not have any history of using the HQ Live stream service that day. Full refund will be given to those who experience problems in their streaming process for more than 1 hour, due to the problems related with the service provision of GOMtv.net. In other cases the transaction fee will be deducted from the amount of the refund given.
So I'm pretty sure I'm eligible for refund
Now 1,50€ for a 1day-ticket isn't a fortune, but it's still money I paid for something I didn't get. Also, I thought about buying a season ticket for GSL3 but won't do so until I know that I can count on support in case of any issue with the stream or the VODs.
So - does anyone have experience with refunds from GomTV? Is it just a matter of time and does it take them so long to work through support issues?
*Edit for clarity: Since many people seem to join the discussion without actually reading the thread I'll repeat here what I already said a couple of posts later (and what should be self-evident in the first place):
Yes, the test stream worked fine before, and yes, of course my bandwidth can handle the stream.
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Well I bought the season 1 ticket before they lowered the price, and when they did lower the price they refunded the excess and gave me free HD passes for Seasons 2 and 3 as well. Which was extremely awesome of them!
So I had a great experience with them in this regard
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Are you seriously crying over $1.50? Just let it go and watch the free stream next time.
User was temp banned for this post.
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I payed for the season. Could not watch a minute of the HQ stream either for the same reason (it's a curse for us in Europe) but I still feel GOM is legit and is doing their best so yeah if you want to refund they be great about it as far as I can tell.
Really hope they fix this problem as I very much enjoy their product.
Little bit frustrating to have have measured the bandwidth at school to silly levels such as 200/250 and still have the good old lag 
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On November 18 2010 16:56 Baarn wrote:
Are you seriously crying over $1.50? Just let it go and watch the free stream next time.
If you would take your time to read the OP and not troll you would know it's about the principle and not the actual amount.
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On November 18 2010 17:05 Nihilnovi wrote:Show nested quote +On November 18 2010 16:56 Baarn wrote:
Are you seriously crying over $1.50? Just let it go and watch the free stream next time. If you would take your time to read the OP and not troll you would know it's about the principle and not the actual amount.
Well think about it this way. GomTV is a pretty good company. They do their work honestly and listen to their customer's suggestions. It's not like they are some crooked or dishonest organization. Sure, you didn't what you ask for but it will surely help them provide a better service in the future.
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They will respond eventually. They're a pretty busy company and not all of them speak English so when someone is available they'll get back to you. Of course if you think it'd be quicker to go to court for your 1.50€ by all means, go for it. Otherwise I'd be patient and wait.
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On November 18 2010 17:05 Nihilnovi wrote:Show nested quote +On November 18 2010 16:56 Baarn wrote:
Are you seriously crying over $1.50? Just let it go and watch the free stream next time. If you would take your time to read the OP and not troll you would know it's about the principle and not the actual amount.
It's a matter of perception. I don't value $1.50 as more than pocket change. If something doesn't work out for that amount sure I might drop a comment to the company about my frustration and leave it at that. I wouldn't go on TL and make a thread asking what GOMTV will do when you can just write them and find out myself rather than jumping on some moral high horse.
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On November 18 2010 16:56 Baarn wrote:
Are you seriously crying over $1.50? Just let it go and watch the free stream next time.
I have to agree on this, but somehow i feel you.
The HD stream wasn't watchable at any times during the season, what i've read. (atleast from Euorpe) Im sure they will refund you and most likely will at some point, but i bet they are having more issues with the season tickets than the daily tickets right know, so i wouldn't spam my mailbox to get an answer.
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Yes but if you don't get a refund you will probably not bother to get the HD stream at all the next time. If however you do get the refund you are most likely going for it again because you know that if it doesn't work you'll get your money back.
Me and some friends also bought the HD pass for the final but it was lagging so badly that we switched to the free stream during the first game. Tried a few times after that to see if the lag was resolved but no such luck.
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On November 18 2010 18:58 Golden Ghost wrote:
Yes but if you don't get a refund you will probably not bother to get the HD stream at all the next time. If however you do get the refund you are most likely going for it again because you know that if it doesn't work you'll get your money back.
Me and some friends also bought the HD pass for the final but it was lagging so badly that we switched to the free stream during the first game. Tried a few times after that to see if the lag was resolved but no such luck.
I haven't been able to watch a single game in HD except for like the first few Ro64 matches. I didn't mind too much, atleast I could still watch the VODs. I am going to buy another season ticket just to support them into setting up a better network.
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I'm fully behind the OP.
If one sells a product (no matter the cost) and does not provide what one promised there should be consequences.
I experienced the same problem with the life stream but since the VOD's don't lag (with enough buffer) and have a better quality I'm just sticking to VOD's.
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Just curious. Did you run the stream tests before you purchased the ticket? Because if it doesn't work on there and you bought it anyways it is your fault and not GOM's. If you did the test and it worked fine and then the real stream didn't work then yes you deserve a refund.
*edit*
Also, you do not fall under their terms. It says you are eligible for a refund if the problem was on their end. And as far as I know it wasn't. I watched teh finals with no stream problems at all. So any problems were with your connection to gom and not gom's streaming.
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If I paid anything at all for a service, and the company failed completely at providing it, I would bloomin' well expect my money back.
The amount is irrelevant - in this case it's small, yeah, but not getting the refund is like going to a supermarket, and telling the corporation they can 'keep the change'... you just don't.
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On November 18 2010 19:37 aike wrote:
Just curious. Did you run the stream tests before you purchased the ticket? Because if it doesn't work on there and you bought it anyways it is your fault and not GOM's. If you did the test and it worked fine and then the real stream didn't work then yes you deserve a refund.
*edit*
Also, you do not fall under their terms. It says you are eligible for a refund if the problem was on their end. And as far as I know it wasn't. I watched teh finals with no stream problems at all. So any problems were with your connection to gom and not gom's streaming.
Alot of people were unable to watch the finals HQ stream, especially in Europe. This indicates that GOM may have routing issues where they don't have much bandwidth going into Europe.
Consistent poor reviews of the HQ stream by Europeans is what has prevented me from getting a season ticket.
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Even if GOM doesn't give you your dollar fifty back you shouldn't get pissed off at them. They are a great company running a great tournament and are constantly trying to improve their service. So far my experience with GOM has been awesome.
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How long ago did you ask for the refund? GomTV seems to be very dedicated to its customers. I would be surprised if they refused to refund without a good reason.
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I payed the 15$ for the 2nd season ticket, and did not watch the HQ Stream a single time. Also i never watched any VODs. The reasons are the same as OPs, i watched all the games in LQ streams live, sometimes even in restrems when those didnt work.
Since i dont care too much about 15 bucks, i just let it go as a support for the GSL and esport in general etc, and gave my account to a friend who now watches all the VODs =)
But seriously GOM guys, if you don't get that stuff going a LOT better, im probably not purchasing again, how hard can it be to stream lag free to europe, considering all the restreamers did it easily ?
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On November 18 2010 19:37 aike wrote:
So any problems were with your connection to gom and not gom's streaming.
Wow, so you have no idea how the Internet works huh?
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On November 18 2010 19:37 aike wrote:
Also, you do not fall under their terms. It says you are eligible for a refund if the problem was on their end. And as far as I know it wasn't. I watched teh finals with no stream problems at all. So any problems were with your connection to gom and not gom's streaming.
Obviously they have a problem with there output towards Europe...
Do understand that bandwith is both for upload and download and that it can be assigned to different lines which themselves are specific per region...
I bought a season ticket, couldn't watch any live game in HD while I still can watch other streaming sources in HD without any issues (e.g MLG)
As far as you know, how do you explain that if its not on their side ?
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EPT
