Refund request denied

[Pasta]

Hi,
Today i purchased Need for Speed™ Hot Pursuit Remastered and i'm unable to play it because of a bug which doesn't let me to launch the game:

https://steamcommunity.com/app/1328660/discussions/0/3006676913249911256/

https://steamcommunity.com/app/1328660/discussions/0/3951406499784342112/

https://steamcommunity.com/app/1328660/discussions/0/3937895062994606046/


Due to this, many refunded the game as it seems there's no fix for it. However i cannot because i used EA Play before..

Years ago I used EA Play subscription service and i played some games then i cancelled the subscription some time after.
Steam support counts the time i played this game, which is over 2hrs when i used the subscription, so they denied the refund.

I have 0hrs the day i purchased the game so is there anything that can be done?

[Ogami]

Make a manual ticket. Go to the Support page, select "Purchases" and this game, then " i have a question about this purchase".
That lets you write a manual ticket to Steam Support.
Explain the situation and ask again for a refund that way.
They may still say "no" but in cases like this they sometimes make an exception.

Just be aware for the future that ALL playtime is cumulative and counts for refund requests,
including Free Weekends, Family Share and subscriptions like EA PLAY.

[Pasta]

Originally posted by Ogami:

Make a manual ticket. Go to the Support page, select "Purchases" and this game, then " i have a question about this purchase".
That lets you write a manual ticket to Steam Support.
Explain the situation and ask again for a refund that way.
They may still say "no" but in cases like this they sometimes make an exception.

I already did it 2 times, stating that I've purchased the game today and the playtime was under EA Play's subscription, but i got the generic response:

"We are unable to refund this purchase to your MasterCard ending with ** at this time. Your playtime of an included product exceeds 2 hours (our refund policy maximum)."

I guess subscription users, beware.

[Spawn of Totoro]

Originally posted by Pasta:

Originally posted by Ogami:

Make a manual ticket. Go to the Support page, select "Purchases" and this game, then " i have a question about this purchase".
That lets you write a manual ticket to Steam Support.
Explain the situation and ask again for a refund that way.
They may still say "no" but in cases like this they sometimes make an exception.

I already did it 2 times, stating that I've purchased the game today and the playtime was under EA Play's subscription, but i got the generic response:

"We are unable to refund this purchase to your MasterCard ending with ** at this time. Your playtime of an included product exceeds 2 hours (our refund policy maximum)."

I guess subscription users, beware.

That sounds like you went through the automated refund process. The one Ogami posted will get you to a real person to have the refund reviewed.

Do not click "I would like a refund."

[( ( < < <🤖> > > ) )]

so youre not asking for the refund option this time...

youre asking for a question about the game to be answered this time...

where you state your case for a refund...

[Pasta]

Originally posted by Spawn of Totoro:

Originally posted by Pasta:

I already did it 2 times, stating that I've purchased the game today and the playtime was under EA Play's subscription, but i got the generic response:

"We are unable to refund this purchase to your MasterCard ending with ** at this time. Your playtime of an included product exceeds 2 hours (our refund policy maximum)."

I guess subscription users, beware.

That sounds like you went through the automated refund process. The one Ogami posted will get you to a real person to have the refund reviewed.

Do not click "I would like a refund."

Yes, i've done it correctly this time and awaiting for a response.

[Unn4m3d (♥AUT♥)]

Originally posted by Pasta:

Originally posted by Spawn of Totoro:

That sounds like you went through the automated refund process. The one Ogami posted will get you to a real person to have the refund reviewed.

Do not click "I would like a refund."

Yes, i've done it correctly this time and awaiting for a response.

Do note that if they say no the decision is final.

[HikariLight]

ALL playtime counts towards the refund limit.
Free weekends, previously bought played and refunded, played under EA Play, all of those count.

[Pasta]

The request is denied.

"We have closely reviewed your request. Unfortunately, your purchase does not qualify for a refund.

To ensure future eligibility, please submit refund requests within 14 days of purchase and less than 2 hours of playtime.

Please review our Refund Policy and Common Refund Questions for more information.

Steam Support
Wade"

[Kage Goomba]

Call me weird but I get the feeling this isn't the normal case -

The problem is you didn't buy the game.
You bought the subscription to play the game.

This is why they won't refund it.

You would have to argue for a refund against EA Play in this context.

At least based on your wording this is my best guess.

Now if you really did buy the game independently from EA Play - and have records to prove it - you should be able to get a refund provided you didn't own the game for more than 14 days or play for more than 2 hours.

As everyone's pointed out you may need to do a manual refund but it looks like your not going to get there.

Be warned - don't push chargeback - you'll lose your account if not the ability to buy anything on it.

[76561199559798421]

sounds like the only way you can get need for speed to run is to go into the installation folder an edit the game files to remove some type of origin from the configuration file or ini , not sure what the game uses but the links you posted suggests it uses some type of outdated connection or service that is causing the game to crash.

[cSg|mc-Hotsauce]

Originally posted by Pasta:

Originally posted by Ogami:

Make a manual ticket. Go to the Support page, select "Purchases" and this game, then " i have a question about this purchase".
That lets you write a manual ticket to Steam Support.
Explain the situation and ask again for a refund that way.
They may still say "no" but in cases like this they sometimes make an exception.

I already did it 2 times, stating that I've purchased the game today and the playtime was under EA Play's subscription, but i got the generic response:

"We are unable to refund this purchase to your MasterCard ending with ** at this time. Your playtime of an included product exceeds 2 hours (our refund policy maximum)."

I guess subscription users, beware.

Originally posted by Pasta:

The request is denied.

"We have closely reviewed your request. Unfortunately, your purchase does not qualify for a refund.

To ensure future eligibility, please submit refund requests within 14 days of purchase and less than 2 hours of playtime.

Please review our Refund Policy and Common Refund Questions for more information.

Steam Support
Wade"

All play time is cumulative. This is different than a free weekend game since you used your paid subscription to play the game. You had...

0.1 hrs last two weeks / 11.8 hrs on record

...meaning that you played the game for 11.7 hours when you had the EA Play subscription.

[Kage Goomba]

Originally posted by cSg|mc-Hotsauce:

Originally posted by Pasta:

I already did it 2 times, stating that I've purchased the game today and the playtime was under EA Play's subscription, but i got the generic response:

"We are unable to refund this purchase to your MasterCard ending with ** at this time. Your playtime of an included product exceeds 2 hours (our refund policy maximum)."

I guess subscription users, beware.

Originally posted by Pasta:

The request is denied.

"We have closely reviewed your request. Unfortunately, your purchase does not qualify for a refund.

To ensure future eligibility, please submit refund requests within 14 days of purchase and less than 2 hours of playtime.

Please review our Refund Policy and Common Refund Questions for more information.

Steam Support
Wade"

All play time is cumulative. This is different than a free weekend game since you used your paid subscription to play the game. You had...

0.1 hrs last two weeks / 11.8 hrs on record

...meaning that you played the game for 11.7 hours when you had the EA Play subscription.

:summercat2023:

Yep - also a valid point as to why they said no.

It's not like your at 3-4 hours - then you could argue your case.

[cSg|mc-Hotsauce]

Originally posted by Kage Goomba:

Originally posted by cSg|mc-Hotsauce:

All play time is cumulative. This is different than a free weekend game since you used your paid subscription to play the game. You had...



...meaning that you played the game for 11.7 hours when you had the EA Play subscription.

Yep - also a valid point as to why they said no.

It's not like your at 3-4 hours - then you could argue your case.

Also, paid vs free.

Playing a game in a paid subscription is vastly different than a free weekend game.

[Kage Goomba]

Originally posted by cSg|mc-Hotsauce:

Originally posted by Kage Goomba:

Yep - also a valid point as to why they said no.

It's not like your at 3-4 hours - then you could argue your case.

Also, paid vs free.

Playing a game in a paid subscription is vastly different than a free weekend game.

:summercat2023:

Pretty sure the distinction won't matter in the long term in case of Steam.
To prevent refund abuse etc.
Which is why Manual refund allows you to argue your case.

I suspect what happened is he played the game back then (and forgot) - and bought/played it now - and its buggered and now cant get a refund.

Kind of a "paint self in corner" syndrome.

[cSg|mc-Hotsauce]

Originally posted by Kage Goomba:

Originally posted by cSg|mc-Hotsauce:

Also, paid vs free.

Playing a game in a paid subscription is vastly different than a free weekend game.

Pretty sure the distinction won't matter in the long term in case of Steam.
To prevent refund abuse etc.
Which is why Manual refund allows you to argue your case.

I suspect what happened is he played the game back then (and forgot) - and bought/played it now - and its buggered and now cant get a refund.

Kind of a "paint self in corner" syndrome.

Manual tickets won't help in the case of playing a game you previously played in a paid subscription. Because it was once owned by a paid membership.

This is the difference between that and a free weekend.