Disgusting behaviour from Team17

[Funct10n]

I bought this game two months ago when it was on sale. I quickly discovered that VoIP was not working in game. I emailed customer support about this and was promised that the team was working on a fix. Over the next two months, I would frequently email customer support asking for a report on progress, where I would be told that while they couldn't get into the details, but were aware of the issue.

After two months of waiting with no update, I decided to ask them directly for a refund (I had waited so long that I was ineligible for a Steam refund). They promptly ignored my request so I sent another email. I was told that no refunds could be offered but the team was still working on a fix. After a long chain of me begging for any form of compensation, I was not only told that no compensation could be offered, but also that they never had any plans on fixing my issue, as it was a hardware issue. They lied to me until I was ineligible for a refund. I have never been more disgusted with a company

TL;DR: IF YOU HAVE VOIP ISSUES, REFUND THE GAME IMMEDIATELY. TEAM17 HAS NO PLANS ON FIXING THE ISSUE AND IS LYING ABOUT FIXING IT IN AN ATTEMPT TO PREVENT REFUNDS.

If any customer support members want to see the email chain, I will gladly provide it.

[Funct10n]

My issue is not that the game doesn't work on my system. It's the fact that they deliberately waited until I was ineligible for a refund to tell me that it wasn't.

Originally posted by FlamingDeath:

SIP. like FTP, needs ALG handlers because they do not place nicely with NAT, if you are using double-NAT, ie CGNAT, then you are going to have issues.

Obviously none of this is your fault, but rather a poor design decision by the game company to use Vivox, which uses SIP protocol

[Funct10n]

If anyone wants to see the emails, I can provide them.

[CoastalDog]

Originally posted by Funct10n:

If anyone wants to see the emails, I can provide them.

No one really cares.

[datCookie]

T17 aren't responsible for processing your refund, Steam is. Go through the refund process and explain your issue, they may yet refund you.

[Funct10n]

Originally posted by datCookie:

T17 aren't responsible for processing your refund, Steam is. Go through the refund process and explain your issue, they may yet refund you.

I've waited so long for a fix that Steam will no longer offer refunds.

[Funct10n]

Originally posted by CoastalDog:

Originally posted by Funct10n:

If anyone wants to see the emails, I can provide them.

No one really cares.

Go be useless somewhere else.

[CoastalDog]

Originally posted by Funct10n:

Originally posted by datCookie:

T17 aren't responsible for processing your refund, Steam is. Go through the refund process and explain your issue, they may yet refund you.

I've waited so long for a fix that Steam will no longer offer refunds.

That's on you for not trying sooner

[P A C E R]

disconnect > reconnect (repeat until VOIP is functional)


it's that easy.

[Funct10n]

Originally posted by P A C E R:

disconnect > reconnect (repeat until VOIP is functional)


it's that easy.

That doesn't work. Team17 have admitted after lying for two months that the bug is unfixable.

[Funct10n]

Originally posted by CoastalDog:

Originally posted by Funct10n:

I've waited so long for a fix that Steam will no longer offer refunds.

That's on you for not trying sooner

They told me that they could fix the issue right up until I couldn't get a refund.

[CoastalDog]

Originally posted by Funct10n:

Originally posted by CoastalDog:

That's on you for not trying sooner

They told me that they could fix the issue right up until I couldn't get a refund.

And they may yet still, they never offered you any time assurance, just as they haven't offered any time assurance on any other bug fixes.

Chalk it up as a lesson learned, don't sleep on refunds.

[TWB*Clell_Miller]

In some cases, a firewall can object or fuss over sound or voip connection. I have seen this. Sophisticated software will ask the user to grant permission. I encountered this early in HLL. this issue no longer manifests itself because I upgraded to a premium external sound card.

[maxie]

miller your a ♥♥♥♥

[Funct10n]

Originally posted by TWB*Clell_Miller:

In some cases, a firewall can object or fuss over sound or voip connection. I have seen this. Sophisticated software will ask the user to grant permission. I encountered this early in HLL. this issue no longer manifests itself because I upgraded to a premium external sound card.

Very kind of you to help. However, my issue is not that the game doesn't work. It's the fact that I was mislead and told that it would be fixed all the way up until I asked for a refund, where they pulled the cat out of the bag and finally told the truth.

[Funct10n]

Originally posted by CoastalDog:

Originally posted by Funct10n:

They told me that they could fix the issue right up until I couldn't get a refund.

And they may yet still, they never offered you any time assurance, just as they haven't offered any time assurance on any other bug fixes.

Chalk it up as a lesson learned, don't sleep on refunds.

They outright told me that the issue is unfixable over email. What disgusts me most is that they knew all along that VoIP didn't work on certain connections. I found an older thread where they outright admit it here. https://steamcommunity.com/app/686810/discussions/1/6637787280767091682/
They simply told me that the issue was fixable in order to prevent me from refunding the game.

Also, I want to apologize. Team17's customer support were rather rude in the last email they sent to me, and I feel that I took some of my anger towards them out on you, which is inexcusable. Apologies for my initial rudeness.