Green Man Gaming has apologized to users who have ordered Battlefield 1 and Titanfall 2 only to find that their keys were invalid as reported by Eurogamer.
The issues are highlighted by a pair of Reddit threads linked by Eurogamer: one by Redditor webox complaining about an invalid Battlefield 1 key and one by Redbulljunkie00 complaining about an invalid Titanfall 2 key. Other users in these threads echo similar complaints. Customers are complaining on the company's Facebook page, and GMG's customer service system is under additional load dealing with the problem.
Green Man Gaming has posted a statement on their website responding to this issue:
Over the last few days, the demand for Battlefield 1 and Titanfall 2 on the Green Man Gaming store has been unprecedented. Our mission is to put the customer first and offer gamers a wide range of products at great prices. Our customer service team take pride in looking after our customers and we’d like to sincerely apologise to all those customers who we’ve been slow to respond to. We have put on extra customer service staff and are dedicated to making sure all our customer queries are responded to as soon as possible. We recognise that it can be frustrating for some of our pre-order customers who were not able to play their games immediately but, we’re working through our tickets as fast as we can to ensure we help all our customers with their queries.
Customers who had pre-purchased Titanfall 2 had reported experiencing delays in receiving their keys in a timely fashion. Additionally, five days ago some customers reported that they had been charged for their purchase but had not yet received their key for Battlefield 1.
Green Man Gaming has had a few incidents in the past relating to delivering serial keys for digital products. In May of 2015, GMG sent customers who had purchased The Witcher 3 e-mails that did not properly include a key for the game. Later that year in November, they could not keep up with demand for Star Wars: Battlefront and had to temporarily halt sales.
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I've purchased plenty of titles from Green Man Gaming over the last few years and I can't recall any major issues. However, I've never purchased any big ticket games that were just released largely because I don't buy games on release. Considering the multiple issues surrounding both titles that had recently released as well as their issues with The Witcher 3 in the past, I'm comfortable speculating that they're suffering from some kind of technical issue in their system rather than anything shady.
Have you ever made a purchase from Green Man Gaming? Have you had any issues with their purchasing process in the past? If so, how well did customer service handle your problem? Let us know in the comments below!