tibbets,
You are absolutely correct, and my motivation for posting this issue to the forums was based on a lack of response from WGT in addressing my issues. I read you post in the thread you linked above, and have similar concerns, although I am NOT going to pos there, as I have no guarantee which threads I post on lately will a life expectancy larger than that of a mosquito in a fly swatter factory.
It is obvious that something needs to be done in regards to
1) the refund policy -and-
2) the charging of clubs for a Beta test deployment.
I'm not going to tell WGT how to run their business, but a free system that allows users access to all the equipment for free for a limited time would certainly alleviate the need for addressing #1. I agree hole-heartedly that charging during this Beta test is the wrong approach. The income probably seemed great at first, but I think WGT is just starting to see the true fallout from that decision. If the Beta deployment were put in place for six months, and the bugs were all worked out due to feedback from users, they could be on live with a final release, and have NONE of these issues. They are now stuck trying to answer these requests, which unfortunately detracts from the true nature of the Beta deployment; gathering information and modifying their product for fianl deployment.
There are numerous ways to handle the 'free' upgrades option. And honestly, where they went wrong, was awarding prizes in the Beta environment. Those cashing in, with the exception of you (que applause here), are going to back WGT to no end, and you see that now on the majority of the threads. Those who just want to play and have a product that works, are on the other end of the scale.
Had they offered each new set of clubs for free (with the condition that you have tested all previous clubs/balls first) to everyone, and let everyone play for free WITHOUT having a potential for winnings, they could be well past this Beta deployment and well on their way collecting income with a working product.
As was stated on your thread, WGT is glaringly missing from that discussion, just as they are in the refund discussion. It is easy to write a 'no refund' policy and bury in pages and pages down in the site hierarchy, but if you aren't making consumers aware of it, and of the fact that they are purchasing stuff for use in a Beta environment AT THE TIME OF PURCHASE, you are asking for a meltdown. I think this is what they are desperately trying to protect themselves from, but I fear that their decisions to this point and going sink or swim on a Beta version, have sealed their fate.
I for one enjoy the game, and would love to help them improve it. I am also a realist, and know if they don't do something quickly and adapt their business model, the ship is going to go down. If they don't address the refund issue, it becomes a customer service issue. You can roll the dice on which one will be worse.