Question for Steam staff!

[Black Feline]

Hello, i have a problem with one of the game developing companies. Basically i paid them good money, they refuse to provide the advertised items, they mislead and provide false information in their support tickets and refuse to compensate me for the missing items. So all my payments for them ran through Steam wallet. But when i try to get support from Steam from those payments, i can't because of this :

http://prntscr.com/s12a84
http://prntscr.com/s1313d

The problem is this:
In this game, they advertise some packs with in game items. I bought several of these and had the unpleasant surprise to receive only SOME of the advertised content. There is no information in game or on the pack description about any reason why i should not receive the full advertised content, yet when i opened support tickets i was sent to some external forums where nobody is answering and pointed at some external made up rules and provided false information by the game support staff. Now i'm trying to recover my money or be compensated for the items i did not receive, but since Steam mediated my payments, i am asking to be pointed out to someone from Steam staff who can answer me regarding what happens if i will open a legal case against that gaming company, as they keep refusing to provide what they advertised on the packs.

[Crazy Tiger]

Indeed you don't get refunds for in-game items. While they may use the Steam store to pay for them, it doesn't mean the items are eligible for a refund. Steam wallet is merely a payment method in this.

Firstly report the game through the store page. Secondly, you really have to take it up with the publishers/game developer.

One question, though. If this game is on Steam, how come you haven't posted in the game hub? Surely there are more people who are affected?

[Black Feline]

Originally posted by Crazy Tiger:

One question, though. If this game is on Steam, how come you haven't posted in the game hub? Surely there are more people who are affected?

I thank you for this answer, I will report the game, what they do is kinda false advertising scam, but i did not give them a bad comment and rating yet because i am still waiting for them to handle the ticket fairly and take the appropriate decisions. There's more people affected yes, in fact everyone who bought more that one pack was in a manner cheated/scammed. But so far this company handled the game nicely, the game is nice and they sometimes also offer compensations when they do stupid things. So i did not give them a bad name/rating/negative image yet, just waiting to see what decisions they will take. That's why i hid their name and the game name in the screenshots. I'm not really in need for a refund, but i would rather take the items i paid for, tho, i am willing to push a legal case against them for real if they act in a dishonorable manner.

[Crazy Tiger]

If they are taking money but aren't delivering the items, as well as not answering people about it, that does give a bad taste, indeed. A simple "We're working on i please have patience" would go a long way in that.

Could it possibly be an inexperienced dev team who are now swarmed/stressed because it doesn't work as it should?

Good of you to give them the chance, btw.

[Black Feline]

Very well, i see i am getting nowhere trying to have a dialogue with them. Here is the issue:

In addition to what i already mentioned, the name of the company is Gaijin and the game i play is called Crossout. I opened a support ticked because i noticed i did not receive some structural parts i was hoping for in one of the packs i bought. I did receive and used the rest tho. I asked and investigated on forums if anyone had this same problem, only to stumble on a rule that says the structural parts i did not get will not be duplicated to the ones i had, that these parts are account limited and buying a pack only provides early access.

The same thing one of the support guys answered, after being answered by a bunch of other incompetent people who did not understand the nature of the problem. Here is his answer:

http://prntscr.com/s2or6n


BUT:

THAT is the ONLY available information on the packs, when you buy them. All other made-up rules are on a external site. Upon verification i realized even that information was false, only first pack was providing early access, because i bought another containing same parts and the account limit for those did not grow, but instead it grew later.

So basically these were the problems in the ticket, they refused to answer or compensate :

Sure, early access it means i get them before unlocking them normally. But in the shop selling section AND pack description:

1. THERE IS NO INFORMATION in game/on packs description ABOUT THE PARTS BEING ACCOUNT LIMITED!
2. THERE IS NO SPECIFICATION in game/on packs description THAT I WILL NOT GET DUPLICATE PARTS FROM DIFFERENT PACKS!
3. THERE IS NO INFORMATION in game/on packs description ABOUT HOW MUCH OF EACH PARTS ONE ACCOUNT CAN HAVE

At point 3, i would like a list or a link to a list with all the limits on each structural part.

4. THE *early access * information IS INCOMPLETE/FALSE, IT DOESN'T APPLY TO ALL PACKS!

One of the missing structural parts i previously listed was Thin Strike Plate. I purchased x4 in the "Assault Force Charlie-7" pack, but i also previously purchased x4 in the "Peace machine" pack, x1 in the "Polymorph" pack!! And until now the account limit for those parts was maximum 4 items, but after today, i unlocked Steppenwolves faction lvl 7 and suddenly the account limit for those parts is 6!! So, at least one of the packs did not provide any EARLY ACCESS!!!

This is a quote from my ticket. As you can see they are running a obvious scam within the game sales.

[Brian9824]

Sounds like you just bought something without reading it carefully or understanding what your buying. You bought a bundle that included multiple things, some of which weren't applicable to you as you already had pieces of it.

That's not unusual, and if you bought consumable DLC and were at the storage cap i'm not aware of any game that puts those items into a buffer until you raise your cap.

[Spawn of Totoro]

Every pack I click on (in the Steam Store) stated this under the "ABOUT THIS CONTENT" section:

Purchasing a pack gives the player early access to some structural faction parts. These parts will become available immediately upon purchase and are not re-issued once the corresponding reputation level is reached. For some parts you can only have one set of them on the account. When purchasing multiple packs with same parts they do not stack!

https://store.steampowered.com/app/887050/Crossout__Corrida_Pack/

[Black Feline]

Incorrect. I was talking about the IN GAME purchases, not those in STEAM shop. Tho, my payments were deducted from the STEAM wallet, the packs i bought don't appear as being bought, if i look at the DLC list.

Also, even in that description:
"These parts will become available immediately upon purchase and are not re-issued once the corresponding reputation level is reached. For some parts you can only have one set of them on the account"

---as i mentioned before, the account limit for the parts was higher and it grew when i reached a higher reputation level, so one of the packs DID NOT provide early access. And the entire description is vague since it doesn't mention anywhere nor this info is available anywhere about the maximum allowed number of the same structural item.

[Spawn of Totoro]

Originally posted by Black Feline:

Incorrect. I was talking about the IN GAME purchases, not those in STEAM shop. Tho, my payments were deducted from the STEAM wallet, the packs i bought don't appear as being bought, if i look at the DLC list.

Also, even in that description: These parts will become available immediately upon purchase and are not re-issued once the corresponding reputation level is reached. For some parts you can only have one set of them on the account---as i mentioned before, the account limit for the parts was higher and it grew when i reached a higher reputation level, so one of the packs DID NOT provide early access. And the entire description is vague since it doesn't mention anywhere nor this info is available anywhere about the maximum allowed number of the same structural item.

The "Item Information" in your screenshot has a scroll down option. I suspect it reflects the information on the Steam's store page.

The developer support in the screenshot you gave even states as such.

Originally posted by Black Feline:

http://prntscr.com/s2or6n

[Satoru]

I"m not sure why people post screenshots of stuff that shows the opposite of what they claim.....

[Black Feline]

Steam list:http://prntscr.com/s2pmmq
In game list: http://prntscr.com/s2pnuz
As you can see these don't match.

Originally posted by Spawn of Totoro:

The "Item Information" in your screenshot has a scroll down option. I suspect it reflects the information on the Steam's store page.

The developer support in the screenshot you gave even states as such.

Originally posted by Black Feline:

http://prntscr.com/s2or6n

Please do not speak of what you suspect, of what you imagine. Speak of what it is:

http://prntscr.com/s2ppbp

If you were reading the ticket screenshot, he even squared it red, he is pointing at the *Early access* description. Which is the only description in game those packs have.

[Black Feline]

Originally posted by Satoru:

I"m not sure why people post screenshots of stuff that shows the opposite of what they claim.....

I'm not sure you understood the nature of the problem here

[Spawn of Totoro]

Originally posted by Black Feline:

Steam list:http://prntscr.com/s2pmmq
In game list: http://prntscr.com/s2pnuz
As you can see these don't match.

I don't see how they don't match, as you are not comparing the same things to begin with.

In the in-game screenshot I quoted, there is a section stating "Item Information" and it has a scroll bar on it's side, so there is more in the "Item Information" then what is being shows in the screenshot.

I have no idea what that second image you posted is.

[Black Feline]

I was comparing the same DLC, i keep telling you that my payments were authorized through Steam Wallet and the packs are supposedly unique per platform, yet is not registered in the Steam DLC list that i purchased them in game, and in game screenshot says Purchased.

As for the screenshot you keep mentioning, i think you are either trolling, have an altered state of mind, don't understand simple notions or you are having some seeing impairments. Otherwise i can't explain where do you keep seeing that scroll, tho i mentioned it twice already, this is the only in game available information (Early access)!

http://dl4.joxi.net/drive/2020/04/14/0000/0787/787/87/a0c1dfb643.png this is the full picture, show me the scroll, or better, show me in game shop page you can find any of the listed informations about the duplication or any valid information about why i shouldn't receive the full advertised content of a pack!!!!

[Black Feline]

Ah i think i got it, you are just confused. What you consider a scroll is just a tab section. I think the support guy was hovering his mouse like this on the corner bottoom right piece : http://prntscr.com/s2q4zy

[Satoru]

Originally posted by Black Feline:

Originally posted by Satoru:

I"m not sure why people post screenshots of stuff that shows the opposite of what they claim.....

I'm not sure you understood the nature of the problem here

WHen multiple people see the same thing and have literally no clue what you're talking about maybe the issue isnt with the people looking at your 'proof' and wondering what in gods name your issue is

You post random screenshots that do not correlate with eachother and don't show anything you claim they do.

Especially when you consider below

Originally posted by Black Feline:

Ah i think i got it, you are just confused. What you consider a scroll is just a tab section. I think the support guy was hovering his mouse like this on the corner bottoom right piece : http://prntscr.com/s2q4zy

Let me show you how actual screenshots work

https://prnt.sc/s2rwzf

There is literally a scroll bar in teh purchase window.

You know the thing on the right side with teh arrows and the diamond scroll indicator

The scroll bar. Its not a tab. This isnt like some new fangled skeumorphic UI thing. Those arent tabs.

I even circled it for you because its SOOOOO hard to see??