He said he was worried that your poorly written EULA might get HIM in legal trouble. And that’s why he wanted a refund as he’ll likely not use it either way due to this. I think you mis-read his plea in every way possible and took it as a threat and in return threaten him.
This is nothing but amateur customer support, probably the worst customer support scenario I’ve seen thus far. And this is why a lot of companies refund ‘those customers’ because backlashes like these can and will do more harm to your company than good.
It’s a shame because the software looks very professional. I sincerely recommend you look over how you handle these kind of issues in the future.
Your customer hasn’t asked you to change your EULA. He has 100% **COMPLIED **with your EULA by **not using the software **and informing you that he does not agree with it’s terms and is requesting a return of the software.
I suggest you get your lawyer to give you some advice here as **you **are in the wrong.
Quite apart from your inability to understand your own EULA, your customer service is a disgrace. Why are you continuing to drag your company and your product’s name through the mud? Jeez.
OK, I did something wrong and have over-reacted. Our heartblood is put into this product, we all heavily take care of it like if it was our child - we love what we do. Thats why I over-reacted and took it as a direct attack. My point of view was that if someone writes you, that he/she does not respect your Copyrights, then this person may have some illegal plans with it. And of course at this point I was like: WOW - I need to protect my product now. As said, English is not my native language, and it is hard for me to express myself in English.
We really care a lot about our customers. We help where we can. I did something wrong in this case as mentioned above - but please do not blame the company nor the team, nor the product for this.
Thanks everyone, for caring enough to take the time, and doing a much more eloquent job of conveying my position than I possibly could have.
Assuming 100% responsibility for every outcome in life is the mature thing to do, which is why I attributed and shrugged off my financial loss and harsh treatment to my own poor judgement, proceeded to warn people, and then moved on. Lost a few hundred bucks; gleaned some wisdom. Maybe this experience will spare me from a $1000, or $10,000 loss in the future. Reflect on it and grow, as opposed to pointing fingers.
Informing everyone of what transpired was primarily a response to what I perceived to be disrespectful and unnecessarily harsh treatment; lack of refund had little to do with it at that point. I only speak english, and appreciate those who have made an unreciprocated time investment towards learning my native language - however, if you feel that the language barrier is compounding such issues, then having someone else assist with customer support might be a good move.
I excuse myself for threatening that way. I did not mean to threaten anybody but at the time of reading your support request, where you said that you do not accept our copyright and license terms, I felt heavily threatened as well and just wanted to defend our product, in any ways.
Appreciated, but I can’t use it because of the EULA, and my little devteam disbanded following the ensuing fiasco. That kind of was the entire problem to begin with.
I’m fairly sure it can be transferred, or a similar outcome achieved; only you guys focus too much on the short-term and perceive it as a financial loss, and therefore don’t want to bother… It’s a real shame you guys care so much more about money than you do about your clients. If the software *truly *felt “like a child” to its developers, and they were proud of it, and a paying customer who couldn’t use it - and was denied a refund - requested it be gifted to a stranger 2 weeks before xmas, then I imagine most passionate developers would relish the opportunity to share their proud creation with others. Really seems like you’re trying to maximize immediate income at the expense of everything else, reputation, exposure… another person testing it during beta? It’s your business, so run it how you see fit.
I stand by my original warning - be very cautious when dealing with this company. Hopefully their business philosophy will have improved a few years after posting this.
Could you please describe what points in the EULA you cannot confirm with and why you cannot cofirm with them? It would help a lot if I can understand what in the EULA is not matching your expectations. Maybe there are some things we did miss or did not thought about but and we are willing to adapt if possible.
I am sorry that you think such bad of us - actually we are very open minded and I explained my thoughts about your refund request regarding the unacceptable EULA. I also excused for my harsh answer and I am willing to help you out if I just would know what exactly is wrong with the EULA.
We have a great community and actually we really care for our customers. We have a discord channel where we even talk with our customers every day. I really need to understand what is wrong with the EULA - let me know about your concerns and then we can see what we can do about it
Nothing special with this EULA - standard things. I don’t understand the problem. I use WC huh for few years Unity/Unreal/ Old standalone version. I send few friends to their support and never had problems even in complicated case like Unity billing credit card error, they solve even such ****** issues from stores for my friends… so hmm I woudn;t even expect that they will carry and fight with store in such cases.
Well this drama scared me off even considering this software. If some asks for a refund, just give it to them and keep moving. People get too hung up on one sale.
I’d chalk this up to a HUGE misunderstanding on pretty much both sides and things just escalated. The software seems solid and looks to be getting better all the time. If you are worried about specific areas of the EULA, just ask outright. If your worried that your game content might get you in trouble with a standard EULA, you might just ask if that would be the case. I for one will be buying soon, and moving on with things!
Did anyone ever clarify this?
Just to give a quick example: let’s say Dragon Age (any) landscapes were created using WC, since there’s a lot of discrimination (and slavery) going on in those games with elves, then there’s also sex in it (and vulgar and obscene language) and maybe even more cited by this part of the EULA, would they lawyer up against EA? Of course not, they’ll be crushed, but what I mean is: would they be lawfully entitled to sue them?
Been looking at this for a while since it’s very interesting and would fit a ongoing project well.
But seeing a company respond to any kind of emails with words of lawyer/prosecution is a big big warning. I’m old enough to been around the business knowing just how some companies do business with threats and lawyers.
And there is nothing more important to stay away from as a indie developer. It’s outright dangerous to get involved with that attitude.
So sad to see this. And glad it got posted or others to see. Completely sick of this kind of attitude in the business. And will stay clear of this project for now.
Good luck and hope the developers/company learns a lesson.
@nanthrox Kinda off topic. But do you guys have any release dates for Unreal 4.19 compatible plugin? Since the preview is already out i was wondering if there was a way you guys could help us incorporate world creator 2 into our game. We’re shooting for 4.19 to be the version of unreal we use for release
I am also looking at going either World creator or World machine. Before deciding I would want to know whether :
*1 That part of The Eula “material that is pornographic, racist, vulgar, obscene, defamatory, libelous, abusive, promoting hatred, discriminating or displaying prejudice based on religion, ethnic heritage, race, sexual orientation or age is strictly prohibited.” will be amended as in, an original creation, aiming at 18+ with likely violence, nudity etc… (ie: something akin to the witcher) need not be worried about using the software.
*2 That the plugin between world creator and Unreal will be available for 4.18 as well as subsequent versions. Not everyone is jumping to 4.19 mid production and nor every plug in will be updated to 4.19.
*3 Finally if I understand right WC2 can export tiled landscape with Splatmaps etc… to Unreal?.
