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Business Profile

Internet Services

RealNetworks Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/13/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** ******

    Business Response

    Date: 11/15/2024

    Dear *****,

    Thank you for bringing your concerns to our attention and for reaching out to our customer support team via email. After receiving your email, our team responded, and we were glad to hear back from you as well.

    As confirmed with you directly, we have canceled your subscription and issued a refund as requested. If you have any additional questions or concerns, please don't hesitate to contact us directly. Your satisfaction is important to us, and we're here to help.

    Sincerely,
    GameHouse

     

  • Initial Complaint

    Date:11/08/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Complaint: 20845792

    I am rejecting this response because:

    Sincerely,

    *******************************

    Business Response

    Date: 11/09/2023

    Hello *********,

    Thank you for contacting RealNetworks Customer Support. We see you have an active RealPlayer Plus 22. Our customer support team has reached out to you and  sent you an email after seeing this complaint.

    First, please make sure you are signed into RealPlayer with your email address. This will enable the Plus features for your RealPlayer.

    If you are already signed in and yet unable to burn CDs, it would be very useful to know to know what error shows up while doing so. If you could respond to us to the email you received from our customer support team, it would be extremely helpful.

    If the issue persists, we are more than happy to refund your charge.


    Customer Answer

    Date: 11/16/2023

    They refunded the money. Thank you

  • Initial Complaint

    Date:08/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I belong to Game House which is operated by REALNETWORKS. I have a problem with game house and have sent my problem thru there site, with no responce. So I have tryied to contact realnetworks the main co.Ph: ************ if you call this phone number they will not answer even when they say dial 0 for operator no body answers and they hang up with out letting you leave a message.When you call promp #1 they will tell you dial 0 for operator but when you do they say invalid.Please, please,I need help contacting this Co. Why have a phone number it they are not going to answer.I will also be sending a letter ( no e-mail on file for them ) Thank you for any help *******************

    Business Response

    Date: 08/10/2023

    Hi ******,

    We're sorry that you're not receiving our email replies. 

    We have responded to each of your messages via email letting you know why your games are not working on your system. Our most recent replies were sent on Feb 14th, April 10th, and July 3rd. We do not offer phone support.

    We sent you another email earlier today (Aug 10th), including some screenshots showing proof of our replies to your email address. Since they contain your email address, we have not uploaded them here. 

    Our reply emails may be landing in your junk/spam/other folder or your email provider could be blocking our response email address. Please ensure ************************************ is added to your contacts list. 

    If possible, please send us an email at ********************************** from a different email address or provide an alternative email address from a different email provider so we can send our responses there and test whether you're able to receive our replies. 

    If you do not have access to an email address with a different email provider and you have a ******** account, please send us a private/direct message via our ******** page ********************************************* and we can respond to you there. Thank you!

    Kind regards,
    The GameHouse Team

  • Initial Complaint

    Date:06/22/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    RealNetworks cannot provide a customer support friendly page to solve a basic problem that has been addressed by many customers. There is no way to get a proper answer in resetting a password.

    Business Response

    Date: 06/26/2023

    Hello ******,

    We don't offer phone support but our ************************************* (Support Page) has a way to sent customer support an email. You can also send us an email to ************* to reach out to customer support.

    We looked at your account and see that you have a free account under ****************************. This account was created using ****** as your login.

    Please note: We have made changes to the login process. We have removed ****** and ******** as a sign in option. We can set a temporary password for you and send you an email with the login credentials. You can change the password after you sign in with your email address with this temporary password. Would you want us to do that for you? Please confirm.

    Thank you!

    RealPlayer 

    Customer Support

  • Initial Complaint

    Date:02/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** Love

     

    Thank you for your help.  You did something that I could not get done since Dec.  March 16 Gamehouse sent me a email with all the info I needed to get my

    games back with my old email and gave me a temporary password which I could change after that.  I did download all my games.  Thank you again for your help.

    THEM BY DATE, NAME, ADDRESS AND LICENSE# I AM 84 AND THEY CANT EVEN ANSWER MY EMAILS. SOMETHING NEEDS TO BE DONE WITH COMPANIES LIKE THIS

    Business Response

    Date: 03/16/2023

    Hello ****,


    Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience that you have experienced and we are committed to doing everything possible to resolve the issue as quickly as possible.


    We have been able to locate your account and game purchases and have now sent you an email directly with the account information so you can access your purchased games.


    If you have any further questions or concerns, please do not hesitate to contact us.


    Sincerely,
    GameHouse


RealNetworks Inc is NOT a BBB Accredited Business.

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