steven Nov 28, 2012 @ 6:03pm
Can we be open about Steam's customer service?
I submited the following as a support request:

Torchlight II was on offer during the entire Autumn sale, at 25% off. I bought it. But, on the last day of the sale, it was discounted further, to 50% off. I've not played the game yet - your records will show this.

If you really care about the gamers who use your service, then please refund the difference. It's the only decent thing to do. It was very misleading to include Torchlight II in the sale at 25% off, when you knew it would be reduced further at a specific time, within the same promotion. You were baiting users to buy the game at just 25% off, and you probably made some money out of this deception.

If you cannot do this, then cancel and refund my order - today - as is privileged to me by the UK Sale of Goods Act. Obviously, if you cannot do this today, then do not cancel my order.

The response was:

Hello,

A staff member has replied to your question:

Hello Steven,

Thank you for contacting Steam Support.

Steam does not offer price matching.

For information on current sales and promotions please refer to the Steam Storefront or Steam News.

Steam News:
http://store.steampowered.com/news/


Am I being unreasonable? Did anyone else buy Torchlight II during the -25% promotion, and feel cheated?

I think the worst part is that the cold response email includes automated fluff about "getting Steam news". It's the last thing I care about, especially after carefully splashing-out on several games that I want to play - but now can't enjoy because I feel a little bitter about the whole experience.
Last edited by steven; Nov 28, 2012 @ 6:03pm
Showing 1-15 of 83 comments
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Bloodfrost Nov 28, 2012 @ 6:08pm 
They did the same thing with Borderlands 2... i dunno man, i think its kinda ♥♥♥♥♥♥♥♥... but i'm of the opinion that you got it for a good deal either way... Personally i bought TL2 less then 10 days ago for my wife and now its on sale, its sorta the same thing, except i suppose i should of known about the sales this month? i think? i dunno do they advertise that stuff? Anyways that does suck but at least you did get a discount period.
SemiPolish Nov 28, 2012 @ 6:19pm 
Valve doesn't necessarily turn a profit by upping the discount mid-promotion. Valve, as a digital storefront manager, has to pay the license fees to the publishers regardless of the price that it sells it to consumers for. Valve simply takes in the leftovers from what the publisher is entitled to. By increasing the discount, Valve simply provides an incentive for more people to purchase that game than a lower discount would. It's all a matter of supply and demand. You just happened to get in at the good time, not the better time. A consumer just has to roll with the punches. A homeowner doesn't demand that the government compensate him for a fall in property value. By the same token, you shouldn't ♥♥♥♥♥ and moan to Valve over this.
Sefris Nov 28, 2012 @ 7:03pm 
This game is $20 full price. Are we seriously argueing about that amount of money? You got an amazing game for very cheap, stop complaining and enjoy the game. I suppose if I buy an item on sale, and on black friday it goes on sale for more I should get it for the black friday price, bypassing the long lines, time, and effort everyone else went through banking on a cheaper price at the end. Be thankfull for what you got instead of upset about what fickle amount you could have saved if you had waited. You know if you had waited a few years the game would be even cheaper right? Hope that doesn't bother you.
Mivo Nov 28, 2012 @ 7:17pm 
You aren't being unreasonable and I understand the frustration, but this is unfortunately one of those "rules" that you need to know for Steam sales: Don't buy anything (during a sale) unless it is a Flash or Daily Deal, or it is the last day of the sale.

I do feel that it is a practice that isn't confidence-inspiring for customers, but looking at the bright side, you got an excellent and already very inexpensive game at 25% off, and you learned how Steam sales work at a minimal cost of five bucks. It'll serve you well in the future and TL2 is a 100+ hours kind of game, which makes it a steal at even the regular price.
Sam Hamwich Nov 28, 2012 @ 7:22pm 
Yes, the same thing happened, I purchased two copies of ARMAII bundles for 17.99. Pretty good deal to begin with, but it went to 14.99 the next day. Not a big difference but still I feel your pain. Thems the breaks though, you can try to be patient and risk it no longer being on sale, I didn't want to risk it though.
steven Nov 28, 2012 @ 8:01pm 
Yes, fair points everyone, thank you for the comments - and I realise that I'm moaning about less than £4 difference :) I was going to buy the game anyway, so the autumn sale was a convenient bonus, either way.

But, the two main points are:
  • The deal was changed, within the same promotion. It will work out well for some, but it will be very annoying for those who miss out on the cheaper deal, merely by a day or two. This could have been avoided.
  • Steam/Valve do not care about the implications for customers. There is apparently no way to get a refund if you're unhappy.
Alien Bard Nov 28, 2012 @ 8:04pm 
They did the same thing with Civ5 the day after I bought multiple copies. That worked out to a $30 difference in my wallet and it did feel very frustrating,

Then again these were advertised as 1 day specials. It's not their fault that we bought when the price reached our cost point. In fact that's kind of the point. The increased discount was intended to catch those people who still wouldn't or couldn't buy at the first discount. It would be different if you had bought at regular price the day before the sale started.

It would still be nice if they offered in-store credit or something to customers who get caught on the edge, but they won't. And that in itself is a good reminder to never forget that at heart they are a corporation who's only real interest is profit. Not goodwill.
SupernastyPants Nov 28, 2012 @ 8:06pm 
Steam does offer refunds, but it is very rare and case specific.

They give you a refund for pre-orders, however, past that once a game is purchased they refuse to refund the money spent.

However, in the past a handful of games had such glaring technical issues that refunds were granted when requested. Stronghold 3 and Rage come to mind there. Past that, I am pretty sure all requests for refunds go straight to the garbage bin of an automated PC.
Sykoklown Nov 28, 2012 @ 8:59pm 
Although I sometimes felt this way when I was new to Steam, I can sympithize. But during the whole sale, as a Steam user, you should know that all of the games go through those changes at least two times. Once it hits -50%, it might go below that or not. Yes, Steam should know when their games will be discounted, but then again you should have known that you could have gotten a better price if you waited. I do hope they offer you the refund, as is the given right in the UK, where you reside. :)
Ivajosh Nov 28, 2012 @ 9:04pm 
This is why I'm waiting for Skyrim to go 70%+ off (I have it on PS3 and want it but don't want to pay $30 for the base game again. >.>)
Pabuchok Nov 28, 2012 @ 9:08pm 
TL2 will most likely go to $7.50 during the Christmas sale. I bought at $10. There is a definite pattern to sale pricing you'll start to see after being a member for a while...
Retorrent Nov 28, 2012 @ 10:57pm 
If feel your pain I beleieve it all happens to us the first time in sale, at least you know now what to do when the next sale comes, which I beleive is after Christmas
igortroy Nov 28, 2012 @ 10:59pm 
well I got Torchlight 2 at release day - for $20 - and I feel like it was I who cheated Steam, because it's a $60 game in terms of quality, fun, addictiveness and replay-value.

but regarding the whole double-discount thing, I'm new to Steam and I've seen them do this "trick" many times. you just have to know the rules and play the game I guess. as in do ALL your game shopping on Black Friday, and ALWAYS wait for the last day if you see a game on sale.
most people do this, but Steam's no Apple store, so you don't have to wait in lines several blocks long. in the worst case you'll get an overloaded-server error, and will have to restart the download.
koolchiefs Nov 28, 2012 @ 11:03pm 
Sorry, but that's just how the Steam sales are. It's not unethical or wrong. They make it very obvious during the sale that there will be new daily deals every day, and since most games on Steam are on sale during the promotion, it can't be THAT much of a surprise.

The biggest thing though is value. The value you got out of the game didn't change, did it? You thought it was worth the price you paid, and it's still worth that price. Just because you wish you got it cheaper, doesn't mean the game all of a sudden became less worth what you paid.

Possibly the most important thing is that you have now learned rule number one on Steam sales(which you can find everywhere in the forums during big sales): do NOT buy a game unless it's on daily deal, or it's the last day of the sale. Non-daily dames can always get cheaper during a sale, but they won't get more expensive. Patience is key.

Still, you can enjoy the game and know you are getting a HUGE amount of content for the small price you paid.

Brent
Viva Nov 29, 2012 @ 12:42am 
In the US there is a "buyers remorse law" and you can demand a refund for 30 days on credit card, 3 days cash and rebuy an item at the lower sale price. This applies to all purchases, but was originally put in place due to shadey used car dealers. This act is to protect consumers on such situations. Unfortunately I am not up to date with such European laws. All credit card purchases can be fought through the card holders company. Keep in mind Value or any game dealer can bar you from further purchases since you agreed to the UELA and "terms and agreement" that we ave to click on purchase.

In short, eating a $5 differance may not be worth it for further purchases and I have bought games for what I think they are worth and not argued a price difference even though the practice is "questionable."
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Date Posted: Nov 28, 2012 @ 6:03pm
Posts: 83