Mark Oct 18, 2012 @ 12:48pm
Received a refund, hopefully you can too.
Just a quick note from Steam support reply: "Please note in the future that Steam purchases, per the Steam Subscriber Agreement, are not refundable - this store credit was issued as a one-time customer service gesture."

So that may be why I was granted a refund so easily. But here is how I went about it; hopefully it helps you:

I sent in a support ticket ( https://support.steampowered.com/newticket.php [You will have to create a new Steam Support-specific account] ) and selected "Legends of Pegasus" as the product. For the category, I selected "Purchases and Payment "and then "Credit card" as subcategory. I then continued by typing out my request that I pasted below. Feel free to use similar arguments and outline, but avoid word-for-word for authenticity and sincerity purposes.
________________________________________________________________

Account Name: xxxxxxxxxxx

I pre-ordered the game Legends of Pegasus on the Steam Store prior to its release. The game was released before it was finished and remains in an unstable state. Since the developer Novacore has filed for bankruptcy ( http://www.novacore-studios.de/index.php?lang=en ), there will no longer be any patches. Because of this, I can no longer wait and hope the game would enter a playable state through patches. I only spent about one hour playing the game after purchase, before problems became too severe to continue.

I wish to request a refund for the unsupported game (proof of purchase included below), due to current technical and instability problems with core game mechanics and code. These problems include: game crashes, inability to launch the game, in-game holes that prevent mission progression, insufficient coding for game mechanics and AI, and other problems. A coupon or voucher to be used on future Steam purchases is acceptable, otherwise a refund to the card is fine. I wish to also suggest removing the incomplete and unsupported game from the Steam Store to prevent future problems for customers and the Steam support team.

I'd ask Kalypso (as stated for third-party support) but they have replied to anyone that tried to do so that they would have to contact Steam anyway to see if a refund is possible. So I am trying to cut out the needless middle-man.

Thanks from a Steam fan,
Mark

Proof of Purchase:

Card Type: xxxxxx
Name on Card: xxxxxxxxxx
Billing Address: xxxxxxxxxxxxxxxxxx
Last Four Digits on Card: xxxxxxxx

Legends of Pegasus Pre-Order: 33.99 USD
Confirmation Number: xxxxxxxxxxxxx
Date Confirmed: Wed Aug 08 22:36:50 2012

_______________________________________________________________

Just be respectful and explain the problem; I assume mentioning the developer's demise helps. Be sure to include your proof of purchase too (instructions on PoP: https://support.steampowered.com/kb_article.php?ref=2268-EAFZ-9762 ). For information purposes, I provided them the purchase confirmation number from the email when I originally pre-ordered the game.

*Update* Be sure to mention the game being no longer purchasable from the Steam store for more impact. Saw the ability to buy the game disappear recently.

I was awarded the 33.99 USD to my Steam wallet. But, once again, this may have been easier since it was my first ever request for a refund and given a one-time gesture. Otherwise, I suggest trying through the third-party support offered by Kalypso (http://www.kalypsomedia.com/en/support/index.shtml) ...they may have some pull with overriding that agreement as a publisher on Steam. Provide similar information to them.

Now I can better spend the money on the upcoming holiday sales. :) Best of luck to anyone else!
Last edited by Mark; Oct 19, 2012 @ 11:31pm
Showing 1-15 of 24 comments
< >
Falconk27 Oct 18, 2012 @ 5:34pm 
This was really helpful. Unfortunately I can't open a ticket atm since they apparently have a high ticket volume. Would you mind if i copied the bulk of your letter for my ticket and give credit?
Mark Oct 19, 2012 @ 11:11pm 
The high ticket volume notice is usually always up...never had it block a new ticket before. :\

I would not copy and paste it word-for-word, but rather reform the arguments in your own words. I say this only because anyone that uses this as a generic ticket may not be given a serious reply or considered unauthentic, especially if recognized from before. Best to say in your own words, with the same outline/argument, for more sincerity. Also, since Steam just recently removed the purchase button for the game on the Steam store, be sure to add that in the ticket. Better chances overall, in my opinion.
Last edited by Mark; Oct 19, 2012 @ 11:22pm
Zikander Oct 20, 2012 @ 9:00am 
I wrote a ticket on thursday. Nobody has answered it yet, thought today i added proof of purchase. Let's hope that they react soon.
Zikander Oct 20, 2012 @ 3:28pm 
I just received my refund. Now i can buy game that works.
Last edited by Zikander; Oct 21, 2012 @ 9:26am
Mark Oct 20, 2012 @ 4:42pm 
Grats. :)
тѕсм.Matovick Oct 21, 2012 @ 5:05am 
just wrote a ticket does the refund go into steam wallet?
Zikander Oct 21, 2012 @ 9:27am 
Yep, they add the money to your steam wallet. Let's hope that this games reputation wont kill the 4x-genre.
Biowraith Oct 22, 2012 @ 11:03pm 
Just got a refund too (UK) - it took 3 days (Sat to Tue) from request to refund, and they didn't try to contest it :)
Mark Oct 23, 2012 @ 7:05pm 
Hope others get similar good news!
Cyber_Donkey Oct 23, 2012 @ 7:46pm 
Thank you, I just submitted my own ticket. It's just lucky I saw this, or I'd have missed that they went out of business. ♥♥♥♥♥♥♥s weren't even going to say anything. Just take the 40$ and run...
MapleBacon Oct 26, 2012 @ 10:53pm 
Thanks for the post Mark,

I just read about the the bankruptcy. What a shame, I'll try for a refund.
DutchDragon85 Oct 29, 2012 @ 3:20pm 
Made refund request 2 days ago. It was accepted today. Now thats what i call service! Thumbs up for STEAM.
Mark Oct 29, 2012 @ 3:21pm 
Glad others are actually getting refunded too!
crimsonjackel Jan 5, 2013 @ 9:53pm 
in other words, ask nicely, and ye shall receive.
Bucket Jan 29, 2013 @ 8:06pm 
I'm probably late to this refunding of it, but alas I tried to get my refund, speaking nicely and explaining the fall of the company, then I got a copy and paste reply of trying to fix it myself... as if it was a problem on my side. Then again, they cited me that they cannot give a refund cause of the agreement (This is also my first time). So I asked one more time citing consumer rights, doubt it'll work :/

I guess as always with customer service networks, its about if you get a nice person or not D:

Wish me luck
Showing 1-15 of 24 comments
< >
Per page: 15 30 50