This is something I've always wondered about with the games industry, because it doesn't seem to work the same as any other industry. If I bought a book that had one page where the ink had run and was completely illegible, I would be fully in my rights to have a refund and replacement, if I got a DVD that due to an error didn't have the end of the movie (happened when I bought Predator, I'm not just hypothetical) then I take it back and get a refund for a faulty product. If I buy aguitar I expect it to work as advertised.
In fact, if I buy any piece of technology, especially at full price, I expect to be fully compensated if it doesn't work as advertised. But games get away with having multiple bugs and glitches, most of which are never fixed, and yet I never get a refund, or a replacement, or even an apology about how crap the quality of the game is.
Game developers provide a service, which is developing a fully functioning game, I pay them the full amount of money they demand for that game, and I expect it to work as a fully functioning game. It should be a contract in the way that all purchases are, but for some reason videogames don't seem to be held to the same standards.
On an unrelated note, this Captcha thing is starting to really piss me off.