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February 17th, 2009, 16:00
Quality of support is definitely key. Had they immediately offered me a refund, or taken it upon themselves to suggest so much as a 10% off next purchase coupon for waiting- in fact, done anything to put a "how can we reasonably make you happy" component into the transaction- then I would willingly have given them more time. But "yep, that is a problem, check back with us in a few" just doesn't work for me.

If it had come from a physical store I would already have returned this as defective. But because I can't show up in person, customer service becomes a special dispensation rather than something I can rely upon. That's partly why I was first reluctant to try digital distribution, and it will certainly make me think twice about using GG again.
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