Steam and their faulty refund process

[Bnn1]

So. I bought a DLC for a game that no longer works on my machine, Destiny 2 Witch Queen in particular.

Everytime I request a refund, this comes back as a reply:


Destiny 2: The Witch Queen Deluxe Edition
Destiny 2: The Witch Queen - Playtime: 2,989 hours 41 minutes
Destiny 2: The Witch Queen Pre-Order Pack - Playtime: 2,989 hours 41 minutes
Destiny 2: The Witch Queen Deluxe Edition - Playtime: 2,989 hours 41 minutes

This is physically impossible because the DLC came out on FEB 22 this year. The nearly 3000 hours was all accumulated in years and years before FEB 22.

I can not play the game, nor the DLC. The playtime of the DLC is less than 20 seconds due to the game ending with a black screen.

Any way to get a refund for the DLC????

It just can't be that they track the total playtime of the game and thus deny a DLC refund.

[my new friend]

Originally posted by Ben1:

Steam and their faulty refund process
So. I bought a DLC for a game that no longer works on my machine, Destiny 2 Witch Queen in particular.

Everytime I request a refund, this comes back as a reply:


Destiny 2: The Witch Queen Deluxe Edition
Destiny 2: The Witch Queen - Playtime: 2,989 hours 41 minutes
Destiny 2: The Witch Queen Pre-Order Pack - Playtime: 2,989 hours 41 minutes
Destiny 2: The Witch Queen Deluxe Edition - Playtime: 2,989 hours 41 minutes

This is physically impossible because the DLC came out on FEB 22 this year. The nearly 3000 hours was all accumulated in years and years before FEB 22.

I can not play the game, nor the DLC. The playtime of the DLC is less than 20 seconds due to the game ending with a black screen.

Any way to get a refund for the DLC????

It just can't be that they track the total playtime of the game and thus deny a DLC refund.

1) Playtime on the base game itself starting from after the purchase of the DLC will count towards the 2 hours of game time for a refund.
2) Find the purchase... https://help.steampowered.com/en/wizard/HelpWithPurchase
Choose "I still have a question..." and explain.

[rawWwRrr]

Go back to the purchase and instead of choosing refund, click on "I have a question about this purchase" and politely explain that you are wanting a refund for the DLC because it doesn't work for you.

The refund process can only see time played on the main game. It can't distinguish time on a DLC separately from the main game. Use the "question" option as a workaround.

[Bnn1]

Originally posted by rawWwRrr:

Go back to the purchase and instead of choosing refund, click on "I have a question about this purchase" and politely explain that you are wanting a refund for the DLC because it doesn't work for you.

The refund process can only see time played on the main game. It can't distinguish time on a DLC separately from the main game. Use the "question" option as a workaround.

Thank both of you.

The steam help page is so overly cluttered and user unfriendly. I never even seen that option before. Or thought anything of it.

Did submit the issue at hand, so lets pray. Thank you a lot.

[Satoru]

Originally posted by Ben1:

Originally posted by rawWwRrr:

Go back to the purchase and instead of choosing refund, click on "I have a question about this purchase" and politely explain that you are wanting a refund for the DLC because it doesn't work for you.

The refund process can only see time played on the main game. It can't distinguish time on a DLC separately from the main game. Use the "question" option as a workaround.

Thank both of you.

The steam help page is so overly cluttered and user unfriendly. I never even seen that option before. Or thought anything of it.

Did submit the issue at hand, so lets pray. Thank you a lot.

Note you played 2 hours more since you purchased the DLC which is why your refund was denied

its also been more than 14 days since Feb 22

[Bnn1]

Originally posted by Satoru:

Originally posted by Ben1:

Thank both of you.

The steam help page is so overly cluttered and user unfriendly. I never even seen that option before. Or thought anything of it.

Did submit the issue at hand, so lets pray. Thank you a lot.

Note you played 2 hours more since you purchased the DLC which is why your refund was denied

its also been more than 14 days since Feb 22

Playing is relative, staring at a black screen hoping that the game starts, well.... I don't call that gaming, maybe they are accepting this because of the circumstances of a broken game.

And yeah I run the game every week there is an microupdate hoping there is an update that fixes the issues, but nothing.

[Chef]

Wait until Bungie "vaults" the content. Then you're really not going to be able to play it.

Originally posted by Ben1:

Playing is relative

That's why Valve uses the 2hr clock.

[Aachen]

Originally posted by Ben1:

Playing is relative, staring at a black screen hoping that the game starts, well.... I don't call that gaming, maybe they are accepting this because of the circumstances of a broken game.

And yeah I run the game every week there is an microupdate hoping there is an update that fixes the issues, but nothing.

And you expect Valve to track what you’re doing while a program is running? That’s all they’re measuring.

[Bnn1]

Originally posted by Chef:

Wait until Bungie "vaults" the content. Then you're really not going to be able to play it.

That I don't mind, I have played the vaulted content so much that it made up its value.

But this content I can not even play, at all....

[Satoru]

Originally posted by Ben1:

Playing is relative, staring at a black screen hoping that the game starts, well.... I don't call that gaming, maybe they are accepting this because of the circumstances of a broken game.

Again its irrelevant. You played the game for more than 2 hours since you bought the DLC

You are thus over the 2 hour limit for refunds

You are also over the 2 week limit for refunds

That isn't 'relative' unless you're Doctor Strange and want to say time dilation is a thing

[Bnn1]

Originally posted by Satoru:

Originally posted by Ben1:

Playing is relative, staring at a black screen hoping that the game starts, well.... I don't call that gaming, maybe they are accepting this because of the circumstances of a broken game.

Again its irrelevant. You played the game for more than 2 hours since you bought the DLC

You are thus over the 2 hour limit for refunds

You are also over the 2 week limit for refunds

That isn't 'relative' unless you're Doctor Strange and want to say time dilation is a thing

Of course! I have to wait 1 week for a patch that fixes nothing but may fix the game, so of course, I have to wait weeks over weeks for the Developers to do nothing!

And of course, I have to start the game to check if driver updates, reinstalls, registry tweaks, whatever, do fix the game. Sometimes sitting in a queue due to the connect Bungie servers being down for maintenance or overloaded, so yeah, I should have refunded the DLC immediately but listened to people saying "they fixed it last time, they will fix it again". When, in 20 weeks?

[Mental]

Hope your issue was happily resolved. Knowing steam and its horrible user support, it probably wasn't resolved at all.

[Aachen]

Originally posted by Ben1:

.... so yeah, I should have refunded the DLC immediately but listened to people saying "they fixed it last time, they will fix it again". When, in 20 weeks?

Do you understand you made the choice to hope after user-sourced fixes rather than refund?

[Chef]

Originally posted by This launcher is crap:

Hope your issue was happily resolved. Knowing steam and its horrible user support, it probably wasn't resolved at all.

Awesome jester bait bro

[Bnn1]

Originally posted by This launcher is crap:

Hope your issue was happily resolved. Knowing steam and its horrible user support, it probably wasn't resolved at all.

My resolve, if they dont refund, which is unlikely, is to spend less money on new games and DLC's, have plenty of games, so this will only be a small thorn in my side. A thorn that hurts cause 80 Euros, but still... what canyado.

[Bnn1]

Originally posted by Aachen:

Originally posted by Ben1:

.... so yeah, I should have refunded the DLC immediately but listened to people saying "they fixed it last time, they will fix it again". When, in 20 weeks?

:spazdunno: Do you understand you made the choice to hope after user-sourced fixes rather than refund?

Just like last time this happened in 2021, user made fixes made the game playable after a week, and Bungie took an additional 2 weeks to implement an official fix, so yeah, if the users know better than the Devs??? Why not try it.