Atari Technical Support

[vmxa1]

If one does not have the tools and the knowledge, they probably know someone that does. As to the laws in a given part of the world, I am sure no one ever ignores them.

[Modo44]

Touche, both times.

Still, there are customers that don't possess the knowledge, and don't know people. If Atari doesn't care, they might "accidently" not buy their next game, but get it somewhere else. You know, from those people one had to meet, to get a copy of his original Civ3 CD. That's how piracy works, if you look all the way...

[EDIT: I know you know. I'm talking to Atari here... ]

[Sabre2th]

Originally posted by Modo44

...a simple copy with any application might not work...

The fact is that a simple copy does work in this case (maybe not all programs, but enough). Obviously I have no control over the laws, but anyone who is concerned about it can do it with only a few minutes of research.

If a person is unwilling to take a few minutes to read about it and they are careless with their CD, then they've gotten what they deserve. (Obviously that doesn't apply if they don't cause the damage)

Summary:
Unfortunate that Atari does not provide support, but problems are not hard to avoid

[Shogun Gunner]

I think the only recourse is to take the CD and package back to the store -- any store -- and get a replacement. I don't like their policy - you buy the rights to the software, not the physical recorded device.

[Kuciwalker]

Originally posted by Shogun Gunner
Incorrect. Read the email response. "only within 90 days"

How would a physical defect in the CD only manifest itself after three months?

[gunkulator]

I can see both side of the issue here.

It is true that the money paid to Atari is primarily for the software usage license, not the physical media. CDs are so dang cheap that the media cost shouldn't even be a consideration.

However on Atari's side they need to put some limit on replacement CDs. If you break one every week for 3 years, Atari's customer service plus shipping & handling costs far exceed the original price. Also, at some point Atari will simply stop making Civ3 CDs altogether and as such it will one day become cost prohibitive to produce a single CD.

[Epistax]

I think one replacement should be provided (after the original is mailed in) free of cost. This needs to be built into their pricing structure. This would account for defective media, etc. After that the customer should be able to break it as many times as they want and get it replaced at their own expense. That would mean the price for shipping and handling both ways and the price of the media. Using CD envelopes and such that should be no more than $10, as anything more would be gratuitous profit for the company. Any less would be an expense--it should be neither.

All it takes is for people on both sides to be reasonable.



Edit- I mean the first replacement to be no questions asked. Defective media? Fine. Spilled acid on it? Fine. Used it for a frisbee? Fine.

[Shogun Gunner]

Originally posted by Kuciwalker


How would a physical defect in the CD only manifest itself after three months?

That's not the point I have been making in this thread. When buying software, you are buying the rights to use the software within the guidelines established in the licence agreement.

A good company will over assistance when you have difficulty with the mechanisms or mechanics of obtaining and using the software -- especially it's loyal, law abiding, non-pirating customers. Or, at least, they should do so....

[Barinthus]

Life's full of 'shoulds' that doesn't happen. :/

[Shogun Gunner]

Right! And I made an "ass" out of u and me

[gunkulator]

Originally posted by Shogun Gunner


That's not the point I have been making in this thread. When buying software, you are buying the rights to use the software within the guidelines established in the licence agreement.

And one of the terms of the agreement probably insists that you have the media present. Atari is not responsible for you losing or breaking the media. It would be akin to you breaking or losing your cable or satellite box and expecting the company to provide you with a new one. However, in this case the replacement cost is so trivial that they should just be nice and do it.

A good company will over assistance when you have difficulty with the mechanisms or mechanics of obtaining and using the software -- especially it's loyal, law abiding, non-pirating customers. Or, at least, they should do so....

Excellent point. Although they are clearly within their rights, they have tarnished their reputation in the process. They'll never get another gpt deal from me...

Part of why they get away with this is that they know their market is so beholden to them, that they figure you'll probably go out and buy the next big game anyway. I don't mean you personally. It's their market, i.e. adolescent and young men who, for the most part, are not a demographic known for boycotts or delaying gratification.

[Shogun Gunner]

and these companies wonder why their is a prolification of "illegal" copying, hacks, etc.

Your point about the "trival" level of the replacement is exactly what bothers me about this situation.