Well, a few things could've happened. One, it's not that unusual for retailers to repackage and reseal games and sell them as new. In the US, there are a bunch of stories of this happening, but it would be the first I've heard of Amazon.

Second, can you prove that your Amazon purchase was not a used copy? Maybe send them the Amazon receipt to show that it's not used?

Here's the real issue, though - Stardock really isn't accountable for what Amazon might do. They don't know if they sold you a used copy or a new, and they can't do anything about it. It's like if some retail store sells you a broken toy, you don't complain to the toy maker but the store because they broke it. All Stardock can see is that the key is used already, which should only happen if someone manually registered it. So from all they can see, it's a used copy. If you can prove (Amazon receipt, e-mail from Amazon support saying it was in fact a new copy) they might have reason to give you a new key.

But until then, look at it from their side: anyone can email their support saying "Hey I bought this game from <pick a random retailer> but the key is used". You haven't bought it from them so they can't confirm, and they can't really go giving out new keys to everyone who asks. If you bought it new, open a new ticket and e-mail them definite proof - then you'll have a chance.

It's not about being a treated like a pirate, but without it they have no way of knowing.

Well you make a fair point and I've already been having words with Amazon. I'm still waiting from they're response but i still don't think Stardock should be treating consumers of they're products in this manner. They should be an element of trust between the makers of a product and the comusrs of said product, without that Stardock will fast find itself running out of consumers. I don't want to bitter comments in the heat of frustration but Stardock are doing themselves no favour with a "shoot first and ask questions later policy".

I find it ironic  that Stadock put this system in place to avoid causing consumers the hassle of invasive ant-piracy software; however on this occasion registering with Impulse has caused me far more grief than Securom or Starforce ever has. I've never had any problem with either and I cerainly expected no problem with Impulse. Ironic and very, very dismaying.

Thanks Yarlen I'll give that a try.

Yarlen,

I feel I should step forward and mention that Alleycatx is not the only one to encounter this problem. I've had Sins since the day it was released. I'm a long time Stardock consumer ever since GalCiv1 and have purchased numerous games and even played several beta versions of the 1.1 patch.

Ever since Impulse I've encountered numerous problems and I'm more than happy to say that in every single instance Support has helped me out.

I'm in contact with Support and waiting for a response from Dave but here's the deal. Ever since the 1.1 patch Impulse has refused to recognize my serial number. I've uninstalled Sins, then reinstalled from the disk. Impulse still doesn't recognize. I've uninstalled Impulse and reinstalled, Impulse still doesn't recognize. I have Impulse installed on two machines, one Vista, one XP. Impulse doesn't recognize on either.

I think my problem began when I had to uninstall Impulse, Galciv, and all addons then reinstall in order to fix Galciv. (When I first downloaded the patch Impulse broke all three games.) But ever since then, there's been an exclamation point by Sins, the kind that signifies an update, although the rest of Impulse doesn't show an update for me to get.  Happily, I can play Galciv now, but I was really looking forward to playing Sins and buying the new expansions as they are released.

But I'm sorry. Impulse has more flaws and problems then any piece of software I've ever been FORCED to use. I'm a devoted fan of Stardock, Galciv, Ironclad, but I think you already know how many people have had problems with the software.  At this time, I'll suggest that you really need to pay more attention to the people who are having these kinds of problems, and less to whatever nonsense, Impulse is telling you.

Please fix Impulse, and please help out those who have been loyal customers and are looking forward eagerly to future Stardock Games and expansions.

Thanks for listening.

Have you emailed Amazon?

DarthCaedusMorgan, I know what your saying and i do prefer to buy off the shelf given the choice but in this case no-where locally was stocking Sins which was pretty criminal in itself but really there should be no disparity between wether or not I bought the game online or in the flesh, fact is I bought the game new from an estasblished company and not some random seller. 

I've emailed Amazon and have details of the order. I'm still waiting for them to get back to me. I'm not sure where they stand if ther's no actual pyhiscal damage to the item, which to all intends and purposes works just fine apart from the serial code, which may be be more a problem with Impulse. Things is the receipt for the order makes no reference being new or used so I all I've got in my favour is  the receipt and Jpegs I've made of my copy and the serial number to prove I at least DO own a copy of the damn game. Also still waitng for Kalypso support to get back to me, been a couple of days now.

All this just for a damn patch. It boggles the mind.