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Game Retailers Facing Digital Distribution Transition
This editorial at Eurogamer examines how the games industry is dealing with the growth of digital distribution — a transition they're handling better than other entertainment industries, but not without a few stumbling blocks of their own.
"The examples from other industries undergoing this transition are not promising, since they tend largely to focus on metaphors involving creeks and a distinct lack of paddles. Bricks-and-mortar retailers of music and movies have largely sat back and grumbled while their businesses were hijacked, first by online retailers of physical product and then by digital distribution services. ... Specialist games retailers who follow that model face little more than a decline into insolvency in their medium-term futures. Worse again, they face competing with far bigger companies to retain their slice of an already shrinking pie — as boxed game retail sales fall off in favor of digital distribution, supermarket chains are increasingly seeing high profile games as a worthwhile loss-leaders."
Record stores are dead. Video rental stores other than a few major chains are dead. Why should game stores stick around? The only one near me is a tiny one next to a Cartridge World (ink, not ammo).
The A titles may still justify some shelf space at WalMart, but I don't see any remaining need for standalone game stores.
Digital downloads need to be loads cheaper because of the following reasons. They can't be: 1) Borrowed 2) Rented 3) Returned which means that if someone wants to buy a game, they have to get it straight from the publisher. Plus, our broadband infrastructure isn't really equipped to download GBs of data as the primary way of purchasing games. And then you have to factor in the cost of bandwidth that we'll probably pay for in one way or another and you begin to see that the real benefits are only for the publisher and not for consumers. I'll stick with discs, thank you very much!
The tl;dr version: Steam Support can really suck and that is the reason that many people hate it. See below for an example.
In my experience, there are three camps for Steam. Those rabidly against it due to the rights management, those who love it, and those who have had an experience with Steam "Support" and now loathe it. I'll give personal experience as an (anecdotal) example for you:
I bought Champions Online off of Steam on Sept. 7th.
To my dismay, when I attempted to activate my CD key, it was already activated. I called Cryptic for support, and after speaking to a couple of employees, was told that since Steam was my distributor, I needed to contact Steam to get a new CD key. i.e. it was Steam's fault. I submitted a support ticket with the requested information within an hour of buying the game. I received the confirmation email and a ticket number from Steam Support, everything to verify that they actually did receive my support ticket. Researching their average response time, I gleaned a community accepted value of "3 to 5 days".
Fast forward about 4 weeks (October 9th).
After weeks of checking, my ticket was closed with no reply. I logged in to check it, and status was set to closed. There was no indication that anyone had even looked at the ticket. I re-opened the ticket, left a polite but firmly displeased message about the quality of the support and restated my request to get this resolved.
Fast forward another 2 weeks (October 23rd, this past Friday).
I FINALLY receive my first reply from Steam support. It's a one liner asking me to paste my conversation with Champions Online support into Steam. Since I talked on the phone, I can't do that. I sent a note explaining this, and have yet to receive another message back.
The situation as it stands now, is that the close group of friends I bought Champions Online to play with spent about 5 weeks intensively playing it, and have since moved on to other games (Our usual schedule for many games). I'm now left paying $50 for a game I never got to play, and by the time their glacial support gets around to solving it, I've lost all desire to play.
I'm now a wary customer as well. I've been burnt and am now much more reluctant to deal through Steam, with their lack of phone support and awful online support. Given that my friends and I tend to consume at least one new game a month or so, they've lost a pretty regular customer. Due to my experience, some of my friends are also starting to buy games elsewhere as well.
If you chargeback they suspend your account, removing access to all the games you have ever bought.
I looked into it and discovered that little gem. It seems almost criminal.