Account locked, Consumer Rights Act refund (UK)

[🇮 🇻 🇴 🇷]

Just as a word of caution. Steam refused my request for a refund on a defective game, I'd tried for more than 2 hours, it crashed regularly, I thought I could live with it, turns out I couldn't.

I asked for a refund, Steam's rep basically said "no, our policy says ..."

Anyway, refund is a right for defective products under UK law. So, I requested a refund from PayPal.

PayPal acceded, according with their own policies, now Steam are trying to punish me by restricting my account (for 4 weeks). This must be unlawful action on Steam's behalf - it's extremely customer hostile in any case.

The money involved is very small, but I feel strongly that selling games you know are defective (many comments doing after the fact referencing the same/similar bug) and then refusing to adhere to the law on refunds should be punished quite harshly.

Anyone else has a similar situation (preferably in the UK) and investigated the potential legal redress?

[Crazy Tiger]

You should have done a manual ticket. Reverse the chargeback, that's not an actual way to get a refund. Then do a manual ticket: Find the purchase here: https://help.steampowered.com/en/wizard/HelpWithPurchase and then choose the option "I have a question about this purchase".

[J4MESOX4D]

What game are you calling 'defective' anyway?

[wuddih]

you should read that law again. does not work as you anticipated it.

[Mad Scientist]

You did the wrong action.

Chargebacks can result in a permanent account lock, let alone temporary.

You can follow Crazy Tigers link, but due to what you've done chances are you'll be denied and the account may be locked for attempting a chargeback.

You should also very carefully read about refunds, including what happens when you begin the download. Also "defective" can be in your view, not so much that it actually is; as you'd also want to troubleshoot & attempt resolving the issue, not doing a chargeback but by going through the correct process:

Originally posted by Crazy Tiger:

https://help.steampowered.com/en/wizard/HelpWithPurchase and then choose the option "I have a question about this purchase".

A lot of crash-based issues are actually very easily resolved as well, you'd want to attempt in the game hub accordingly or the games support before requesting a manual ticket.

Steam hasn't done anything 'unlawful' in this case, but you did moreover breach a contract between you and valve.

[Blaagh]

you actually just scammed valve..

but anyway why you tell US? tell THEM this is your right ... (and see what their response is)

[Moogal™]

Your account will be locked forever if you don't cancel the chargebacks.

[ShelLuser]

Originally posted by 🇮 🇻 🇴 🇷:

Just as a word of caution. Steam refused my request for a refund on a defective game, I'd tried for more than 2 hours, it crashed regularly, I thought I could live with it, turns out I couldn't.

As the others asked before me: what game would that be?

See, the rule isn't just over 2 hours: you also need to have the game purchased within the past 14 days.

And well.. when I check your post history I see you chatting about CS:GO and I can rest assure you that this game is not broken. If you're having issues with that it's most likely caused by your gear. Doesn't mean you'd be denied a refund because of that, but just saying.

Then the other game fora you were active in was the Dyson Sphere program, but those messages date back to last Februari. So if this about that game then yah, you're way past your due date.

To be honest this also surprised me because I'd have expected to see you reaching out on some game forum about your issues. But nothing... you seem to be enjoying CS:GO as well as the other game.

Either way.. as the others mentioned.. a chargeback is a huge no no for reasons mentioned above. It's not Valve but you who is now in violation of some consumer laws.

[Start_Running]

Originally posted by ShelLuser:

Originally posted by 🇮 🇻 🇴 🇷:

Just as a word of caution. Steam refused my request for a refund on a defective game, I'd tried for more than 2 hours, it crashed regularly, I thought I could live with it, turns out I couldn't.

As the others asked before me: what game would that be?

See, the rule isn't just over 2 hours: you also need to have the game purchased within the past 14 days.p

And while exceptions are made they usually have to prove some inherent defect. It is telling that the OP does not disclose the game likely because they know other people are running it just fine.

[cSg|mc-Hotsauce]

Originally posted by Start_Running:

Originally posted by ShelLuser:

As the others asked before me: what game would that be?

See, the rule isn't just over 2 hours: you also need to have the game purchased within the past 14 days.p

And while exceptions are made they usually have to prove some inherent defect. It is telling that the OP does not disclose the game likely because they know other people are running it just fine.

https://steamcommunity.com/id/pbhj/recommended/220240/

Odd... It works fine on Steam and Uplay for me.

[Zekiran]

Yeah I see no attempts at getting that game fixed by asking about it in the proper forum.

OP, you screwed up, screwed yourself, so give them their freaking money back and try to actually fix your game.

It runs fine, you not knowing how to seek information on getting your specific rig to work with it is on you.

[Nx Machina]

I am from the UK and UK Consumer Law is very specific with regard to digital products:

Consumer Rights Act - new legal rights entitling them to a repair or replacement when digital products are faulty.

Did you contact the developers to repair the product?

Did you contact the developer to replace the product?


Not working on your PC does not constitute a defective product as any lawyer worth their money will tell you - defective literally means NO ONE can play the game.


Rather than go off on a "my rights have been violated tangent" you understand why the account was locked as your consumer rights were not violated.

https://support.steampowered.com/kb_article.php?ref=6687-HJVM-8966

Why do chargebacks result in account restrictions?

Chargebacks typically occur when someone identifies unknown charges on their bank account, or finds purchases that were made without their consent.

In order to protect our users from additional unknown charges, accounts associated with chargebacks are restricted while disputes are reviewed.


There were no unknown charges on your bank account, nor a charge made without your consent. You did a chargeback out of spite for been refused a refund which was the wrong move as you received the product you paid for and your account was locked due to your actions.


You get one free hour to speak to a lawyer - I suggest you consult one and if they tell you, you were wrong - reverse the chargeback and name the game so others can help you get it running.

[Insanity Claus]

Originally posted by 🇮 🇻 🇴 🇷:

The money involved is very small, but I feel strongly that selling games you know are defective (many comments doing after the fact referencing the same/similar bug) and then refusing to adhere to the law on refunds should be punished quite harshly.

This is the hill you chose to die on.

[nullable]

Originally posted by 🇮 🇻 🇴 🇷:

Just as a word of caution. Steam refused my request for a refund on a defective game, I'd tried for more than 2 hours, it crashed regularly, I thought I could live with it, turns out I couldn't.

I asked for a refund, Steam's rep basically said "no, our policy says ..."

Anyway, refund is a right for defective products under UK law. So, I requested a refund from PayPal

Your system not being able to run the game doesn't make the game defective. The game has literally worked on millions of other PC's and thousands of configurations. I've run it myself.

Claiming something is defective doesn't make it defective under the definition of the law.

Originally posted by 🇮 🇻 🇴 🇷:

PayPal acceded, according with their own policies, now Steam are trying to punish me by restricting my account (for 4 weeks). This must be unlawful action on Steam's behalf - it's extremely customer hostile in any case.

Steam is responding to your actions, yes. https://support.steampowered.com/kb_article.php?ref=6687-HJVM-8966 It's clearly covered.

Valve is within their rights to cease doing business with customers who are a liability and feel like any time they don't get their way they can use charge backs or payment disputes as an I-Win button. And simply put it makes you a customer who's not worth keeping.

Also I would expect that if you don't reverse your fraudulent claims the restrictions will be permanent. I mention this because it seems like in four weeks you're gonna be gobsmacked to find that out.

Originally posted by 🇮 🇻 🇴 🇷:

The money involved is very small, but I feel strongly that selling games you know are defective (many comments doing after the fact referencing the same/similar bug) and then refusing to adhere to the law on refunds should be punished quite harshly.

The game is not defective. believing it is, or convincing yourself that it is your choice. But it doesn't negate reality. Belief is a hell of a drug. The amount you got refunded doesn't negate Valve's rights, or how much money your actions cost them.

Originally posted by 🇮 🇻 🇴 🇷:

Anyone else has a similar situation (preferably in the UK) and investigated the potential legal redress?

I would bet a dollar (quid) if you post this issue to https://www.reddit.com/r/LegalAdviceUK/ they'll be glad to explain it to you at whatever age you like things explained to you as. Another option if you think everyone here is pro-Valve shills or whatever you might want to tell yourself.

[Ganger]

Originally posted by 🇮 🇻 🇴 🇷:

Anyway, refund is a right for defective products under UK law. So, I requested a refund from PayPal.

Anyone else has a similar situation (preferably in the UK) and investigated the potential legal redress?

Reserve the charge back or your account will remain locked forever. The 4 week lock time is for you to reserve the charge before your account is locked forever.

As for legal redress, only a lawyer and a UK court of law can answer this question for you OP. If the game isn't defective then you will have a hard time proving this in court if you decide to take that far (which I suspect you won't be able to prove it).

My advice is to reserve the charge back and suck it up.

[Your Mom's Oshi]

You stole from valve, not vice versa. Give them their money back and fix your PC so it can run the game.