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Forcing a charge-back to get back what you spent on the game, most likely Steam will lock your account (as they tend to do with charge-backs), so though you may get your money back that way (by forcing a charge-back), chances are any other games you may have bought via Steam would be locked-out to you as well.
Anyways, yeah, good luck with all of that.
I do have the right to express myself as a customer that I feel I have been under fraudelent use, don't you?
Every purchase I made through this service was perfectly performing and I must say I was quite happy with the overall performance of valve software, the services and yes even the pricing!
I am only asking to be treated with respect as a customer, I have bought a lot of games from this service and I intend to buy even more, but when it comes to performance I do ask them to be delivered and be accessible the moment I make the purchase and the download is concluded. It is the least I can ask as a customer. I really want this to be resolved on mutual understanding of our agreements and obligations from both parts.
But, before going the forcing-a-charge-back route, did you do the things as I suggested (checking the forums and/or asking for help on the forums for what might have been a simple solution to get the game working properly for you)? Or were you in contact with Steam Support over the matter, and what did they tell you?
I don't make Steam-Policy, I'm just an end-User / Gamer like yourself, and yes, it would be frustrating to buy a game, looking forward to play it, and then it not work.
But, there's no need to panic or go all lawyer-legaleez-like. If I do get a game that's not working properly (which happens sometimes, not often though), with a little bit of homework about if other Users had similar problems as me, and what did they do to fix it (sometimes it's a simple fix, like maybe setting a Compatibility mode or disabling desktop-composistion, or being sure drivers are up to date and computer specs meet requirements, etc..), or with a bit of tweaking of some settings somewhere, I can usually get such games to work.
If after trying to do the resonable things you can to try and get the game running as it should but you've not had any luck with it, then the next step is usually to try and contact either Steam Support and/or the Publisher's Support and/or the Developer's Support (sometimes they ignore you, or respond with non-helpful copy-&-paste type answers, or try to pass-the-buck or point the finger at someone else, but sometimes they actually do reply with a helpful solution).
Anyways, good luck with it all. Hope you can get things resolved satisfactorily.
It's a great game, too bad you're not able to enjoy it.
I agree with you 100% and believe me I did try to fix the game, until i got frustrated because I do love this great old game. I stand to my comment above for the reasons and customer-view concerns I explain.
@Robik
I am trying to protect myself from such incidents because it might have happened once to you and said "ah who cares" but when it happens a 2nd or a 3rd time you will start asking yourself the same questions I have. But I agree that if no resolve can be made and my concerns are not addressed the best action is what you suggested.
Try to understand I am a total old game-lover, I already downloaded and played XCOM - UFO DEFENSE and Terror From the Deep (I love the 2nd more because it was actually the first game i played from the series xD ) and I was so happy when I saw those old dos games really WORK on windows 7 64 bit whatever the bugs and problems but they were ACCESSIBLE (by been able to load and run) and PERFORMED. Every single one of all the series I bought. There I started falling in love with Valve.
I am a 38 year old Chemical Engineer - IT Software Consultant having worked for companies like GSK, PPTA, Dow Automotive, Rhodia and many others and when contracts were made, always the issue was the PERFORMANCE/ACCESSIBILITY of the delivered product. I never, ever had a complaint from a customer for a fully delivered solution in my professional life.
I expect the same from serious companies like Valve, especially when other well-known software game companies resolve such issues in less than 3 days (yes the refund was immediate after I made my case explained by phone). Not only they refunded my faction change digital purchase that went wrong, I still own a free faction change whenever I wish for my specific MMORPG character.
But I seriously consider your suggestion to wait for the patches (as it should have been done in the *%$)*#$)* first place before any availability of this game title). The 97/7/EC Article 7 p1 from the EU directive actually mentions a 30 day period of failure of performance/accessibility although I do have the right to cancel my purchase if I feel that there is FRAUDULENT USE against me! Anyway I will get a beer and try to calm down! :))
Thanks for the impressive and excellent feedback and the great level of community support and suggestions. It makes me feel I am in the right place here.
I really hope Valve acknowledges our concerns, especially on the no-purchase-cancellation policy which is in total contradiction with our rights as EU customers.
just out of curiosity... how much are you paying the lawyer to get the 20 bucks back?
or is he one of those class action parasite lawyers who are hoping a ton of other people sign up for the lawsuit and that is why you are posting it on these forums?
I informed my bank to stop the payment through my credit card for this specific purchase as been a possible victim of fraudelent use. The credit card I am using is specifically designed for purchases from a distance which is covered by both EU and UK laws. They take it from there, I do not pay any lawyer. :)
The matter is not the 13 EUR, its the fact that the product is not performing/not accessible and the lack of the right of purchase cancellation as every seller is oblidged to acknowledge in his license agreements.
in America it would most likely cost you more than the game was worth to pay a lawyer to get the money back. the only way to make it work without losing money would be to get hundreds of other people to join in with you in a class action lawsuit, where the laywer doesn't charge up front but takes a percentage off the total winning cash settlement.
anyway. good luck getting your 20 bucks back.
i do agree with the above poster though.
i wouldn't be surprised if you would just be patient and wait a week or two. they would probably release a patch that fixes your problem. i have bought a couple games from steam that didnt' work right away but do now.
But I am taking it a bit further from the problem of the specific game non performing. What does protect us if a game does not perform/not accessible when we download it from Valve? Why it is not covered in the license agreement? Why a total rejection from any refund? Why only copy pasting one sentence about the "start of download" and the "conclusion of purchase after the starting of download" when the whole EU directive is in a total different direction about refunds and purchase cancellations using the same copied-pasted sentences. Why other gaming companies have more fair treatment against their customers to my knowledge on this subject?
As gamers we are used to think "oh just wait for the patch" which I also acknowledge sometimes, and believe me I am patient too, but why we always have to think like that, and not exercise our right for purchase cancellation? On every contract I make for a software solution I provide as a consultant with big companies there is always a mention that the customer has the right to cancel the purchase if the product does not perform/ is inaccessible. Why not in this case?
I so apologise if my legal stuff are overwhelming all of you guys, but on the other hand we have the right to express our opinion, negative or positive and I accept all and take under consideration all critisism.
Anyway taking that beer now and trying to re-install this wonderful old loving game and see if there is any update that made it load now... Thanks for the support <3