Still Getting "Invalid Product Code" since Oct 21

[carolinwa]

Pre-ordered Civ VI (Deluxe Digital Version) on Sept 1 from 2K. After MUCH back-and-forth, with 2K Support insisting that I am not entering the code correctly, they have finally agreed that 1) I did pay for the Deluxe Digital version and 2) that I am entering the code they sent correctly. Their last suggestion was for me to enter the code WITHOUT the dashes (which did NOT work), and if no success, then to contact Steam Support. Are they implying that Steam or the Steam program is at fault? My steam software updates itself occasionally, and I don't mess with it. Should I delete Steam and reload it? I really doubt that this is a Steam problem, but I feel like I am getting the run-around.
2K has not offered a refund and I resent this. They have not delivered the product I paid for.
I gave up and bought ANOTHER copy of Civ VI (Standard Version) on disc from Amazon, so I could finally play. (Hopefully Steam Support can check my Library and see what code was entered to make it playable.) For what it's worth, the code on the disc version has three groups of numerals/characters and the digital version has six groups. I will give both codes to Support upon request.
I hate to waste this much money, so I sent the email with the digital activation code to my son to try to activate the game after I bought the disc version, but he couldn't get it to work either. He also bought a disc version for himself.
I've NEVER had this problem before. It's been three weeks now since the game became available for download.
Can anyone help?
Carol

[Rhudda]

Originally posted by carolinwa:

Are they implying that Steam or the Steam program is at fault? My steam software updates itself occasionally, and I don't mess with it. Should I delete Steam and reload it? I really doubt that this is a Steam problem, but I feel like I am getting the run-around.

As far as I know, it's Steam who generate these codes, not 2K nor Firaxis, so if the code isn't valid, it was generate incorrectly and therefore it's Steam's problem.

2K has not offered a refund and I resent this. They have not delivered the product I paid for.

Should've asked Steam for a refund since they're the ones who manage all this. Since you waited for more than two weeks, it's going to be harder to get a refund from them, but it shouldn't be impossible if you have a receit or some other proof of purchase. For future reference: Any product that you have to activate on Steam is Steam's problem. Always contact them first, not the dev nor the publisher.

I gave up and bought ANOTHER copy of Civ VI (Standard Version) on disc from Amazon, so I could finally play.

Never, never, never, never buy a product a second time if it turns out it doesn't work until you've resolved that issue. That's just wasting money.

[SamBC]

Steam don't give refunds unless you bought it from them, so I wouldn't expect a refund from Steam in this case anyway.

Really, 2K ought to have taken it up with Steam through their channels, but they may have advised you to do it directly because they thought you'd get a quicker answer. It is true that the codes are generated by Steam, and 2K just takes what they generate, so the fault is potentially Valve's.

However, having bought it separately and added it to your account may make it harder to resolve this, as I imagine their resolution would have been to directly add the relevant product to your account.

[carolinwa]

Thanks for the comments. I did not know that Steam generated the activation code.
I took up the problem with the one I bought it from, 2K, within a week. It is they who have wasted my time, insisting that I am entering the code wrong and having me send copies of my sales receipt and email with the activation code, twice. I DID request a refund -- repeatedly. It is only recently, the day I posted, Nov 11, that they sent me to Steam. (I still don't see anyplace here to submit a requesr for help -- nothing seems to match my problerm). Obviously, Community is not the right place. I guess I am out $86.95. If I could have gotten a good code, I could have given away the game. All this is NOT right, but obviously I am stuck with it.

[Mayhem Effect]

Originally posted by carolinwa:

Thanks for the comments. I did not know that Steam generated the activation code.
I took up the problem with the one I bought it from, 2K, within a week. It is they who have wasted my time, insisting that I am entering the code wrong and having me send copies of my sales receipt and email with the activation code, twice. I DID request a refund -- repeatedly. It is only recently, the day I posted, Nov 11, that they sent me to Steam. (I still don't see anyplace here to submit a requesr for help -- nothing seems to match my problerm). Obviously, Community is not the right place. I guess I am out $86.95. If I could have gotten a good code, I could have given away the game. All this is NOT right, but obviously I am stuck with it.

your approach was the sensible one. If 2K was who you paid they they are responsible for the refund. Do not give up on the refund right away. contact 2K and ask for the issue to be escalated, you obviously need a supervisor. It is likely that 2K will need to contact steam to get a new key. If you contact steam yourself they are only going to issue a new key because they did not make the sale. Steam refunds only apply to steam sales.

It was a bit of a mistake to buy the amazon with the issue still going on if you want a refund, though valve should be able to verify that you used a Cd key instead of the key supplied by 2K. This is again a reason that 2K needs to talk to steam regarding faulty or misappropriated keys.

For all that we know someone may have received the same key or made a typo that meant they entered your key. This in the end is an issue for the 2K store.

PS if you get a decent supervisor make sure to report the original CSR's inability to cope with the issue.

[carolinwa]

Good News!
I just received a new Steam Key code from 2K!
This wouldnt have happened without the help I received here and I am very grateful.

So, I have another problem. I would like to disengage the CD code game from Steam so I can give the CD away, and then install the game with the code I just received. Obviously I want the CD game to install correctly for te nest person.

Do I just delete the game fom my library? The delete info here on Steam cautioned against that before uninstalling, but does that mean uninstall from Steam or from my computers (I play on three different ones)? I didn't find any info on Uninstalling on Steam. It seems to me that if I delete the game from Steam, it will not show in my library and I would be free to install a new copy with the new code.

Can you help me again?

~Carol

[Mentally Unstable]

Civ VI can only be played through Steam.Once a Steam key has been redeemed,it cannot transferred to another person.As such,the retail copy you bought is permanently tied to your Steam account,you cannot give it away.

[Mayhem Effect]

As stated the key once entered is locked. You could consider giving the new code to another friend as a gift. someone you want to play with. I assume it has not been entered anywhere yet.

[SamBC]

If the new key would give more content than the one you activated, you might be able (possibly with help from Steam Support) to add it to your account to get the extra content.

But that wouldn't free up the other code.