Formal Complaints Process

[LukeSimmo]

Hi,

Do Steam have a Formal Complaints Process which I can follow.

Context: I've raised a refund request multiple times through the current support channel and the tickets are auto-closed with the reference to the policy regarding play time and time owned.

My Refund Complaint is outside of that remit due to the technical problems happened after that initial period.

The support tickets seem to receive the same response with the same reference but no response to the questions and points I'm making.

I would like the formal complaints response so that I can raise a ticket through the Ombudsman in the UK for Fault Goods or Goods Not as Described.

Could anyone assist?

Thanks

[Zefar]

LukeSim님이 먼저 게시:

I have valid reasoning for the refund, I've given many chances through tickets for my reasoning and to request a formal complaints process to no avail.

This is last resort.

Eeeh no, you do not.

I suggest you read the Eula.

[AmsterdamHeavy]

LukeSim님이 먼저 게시:

Cathulhu님이 먼저 게시:

You'd be entitled if the game would actually be broken. It isn't.

It's not just if something is 'broken', if goods aren't as described, etc.

When I purchased the game, it doesn't anywhere mention regarding false bans and temporary bans which means you cannot play the game.

I feel like I'm arguing with a bunch of teens here - I've gone through the bank now and they're processing the request.

Thanks for all the input :)

So this is the last game you want to buy on Steam, right? You never want to make a purchase here again, correct?

Because this is how you make that happen.

[( ( < < <🤖> > > ) )]

contact the consumer law department in your area....
tell them...
you have contacted steam they have denied your request many times...

what is the next part of the consumer law process...

[LukeSimmo]

Start_Running님이 먼저 게시:

LukeSim님이 먼저 게시:

Ha - you don't even have the context of the refund request and you're stating that?

DOn't need to know the context. They clearly do not see you as qualifying for a refuund. UIf they did they would have said yes and you wouldn't be here now would you.

LukeSim님이 먼저 게시:

Read up on Consumer Rights Act 2015 - there is legislation in the UK that allows the consumer to raise a refund request if goods are faulty or not as described.

And the seller may at their discretion refuse to refund if the oproduct is found to be none of those things.

'Steam Support' don't no but that's not the be all and end all..

The seller can at their discretion refuse to refund, that's why there's other avenues but I just wanted clarity on what other options I have through steam, if any.

Before I move to another route instead of wasting my time here.

[J4MESOX4D]

LukeSim님이 먼저 게시:

J4MESOX4D님이 먼저 게시:

You quote consumer law which is just a term you've heard and latched onto but don't understand. Always the brainless people that do this. Sounds like you don't understand data protection either. Imagine thinking you can get a refund because you're banned and then blaming 'technical issues' and the game being 'broken'. Just an embarrassing chain of stupidity unravelled so easily

I'm not going to state each section of Consumer Law and what Data Protection on a forum post asking a question hahaha, all I want is a refund, not to plead my case to a teen on a Steam Forum.

You really don't have a clue ;)

Ah because you don't know - thought as much

Anyone with a brain cell knows that you are not entitled to a refund if you are outside the policy especially on aggravating factors such as 3rd party bans. You are still free to play the campaign which the core licence represents.

Sounds like you've been watching too much Rogue Traders, Martin Lewis and Anne Robinson in your spare time to come out with such generic entitlement waffle. Even if you do backdoor get a refund via a fraudulent chargeback, that will just leave a permanent flag on your bank and any attached payment mechanics in future (such as PayPal) so when you buy something online, you may find your options limited because you are flagged for being unreliable.

[LukeSimmo]

AmsterdamHeavy님이 먼저 게시:

LukeSim님이 먼저 게시:

It's not just if something is 'broken', if goods aren't as described, etc.

When I purchased the game, it doesn't anywhere mention regarding false bans and temporary bans which means you cannot play the game.

I feel like I'm arguing with a bunch of teens here - I've gone through the bank now and they're processing the request.

Thanks for all the input :)

So this is the last game you want to buy on Steam, right? You never want to make a purchase here again, correct?

Because this is how you make that happen.

Indeed it is, after this turn of events :)

[Crazy Tiger]

This whole discussion is moot anyway. If OP wants their money back, they'll have to go the legal way. Though they'll probably have a hard time making the case that the product is actually faulty, but that's for OP to deal with.

[LukeSimmo]

J4MESOX4D님이 먼저 게시:

LukeSim님이 먼저 게시:

I'm not going to state each section of Consumer Law and what Data Protection on a forum post asking a question hahaha, all I want is a refund, not to plead my case to a teen on a Steam Forum.

You really don't have a clue ;)

Ah because you don't know - thought as much:lunar2019grinningpig:

Anyone with a brain cell knows that you are not entitled to a refund if you are outside the policy especially on aggravating factors such as 3rd party bans. You are still free to play the campaign which the core licence represents.

Sounds like you've been watching too much Rogue Traders, Martin Lewis and Anne Robinson in your spare time to come out with such generic entitlement waffle. Even if you do backdoor get a refund via a fraudulent chargeback, that will just leave a permanent flag on your bank and any attached payment mechanics in future (such as PayPal) so when you buy something online, you may find your options limited because you are flagged for being unreliable.

All I'm going to do is laugh - a Permanent flag on my bank ha!

They going to stop me purchasing online for one and only refund request through them for a product that isn't as described, very delusional my friend

[LukeSimmo]

Crazy Tiger님이 먼저 게시:

This whole discussion is moot anyway. If OP wants their money back, they'll have to go the legal way. Though they'll probably have a hard time making the case that the product is actually faulty, but that's for OP to deal with.

Agreed

[Boblin the Goblin]

LukeSim님이 먼저 게시:

J4MESOX4D님이 먼저 게시:

Ah because you don't know - thought as much:lunar2019grinningpig:

Anyone with a brain cell knows that you are not entitled to a refund if you are outside the policy especially on aggravating factors such as 3rd party bans. You are still free to play the campaign which the core licence represents.

Sounds like you've been watching too much Rogue Traders, Martin Lewis and Anne Robinson in your spare time to come out with such generic entitlement waffle. Even if you do backdoor get a refund via a fraudulent chargeback, that will just leave a permanent flag on your bank and any attached payment mechanics in future (such as PayPal) so when you buy something online, you may find your options limited because you are flagged for being unreliable.

All I'm going to do is laugh - a Permanent flag on my bank ha!

They going to stop me purchasing online for one and only refund request through them for a product that isn't as described, very delusional my friend

Steam auto-locks accounts when there is a charge back to the account. They will not remove it until the lock naturally expires if they set an end date on it.

The product you bought is not broken, fraudulent, or mis-advertised under any law. Steam's refund policy is within UK law.

[J4MESOX4D]

LukeSim님이 먼저 게시:

J4MESOX4D님이 먼저 게시:

Ah because you don't know - thought as much

Anyone with a brain cell knows that you are not entitled to a refund if you are outside the policy especially on aggravating factors such as 3rd party bans. You are still free to play the campaign which the core licence represents.

Sounds like you've been watching too much Rogue Traders, Martin Lewis and Anne Robinson in your spare time to come out with such generic entitlement waffle. Even if you do backdoor get a refund via a fraudulent chargeback, that will just leave a permanent flag on your bank and any attached payment mechanics in future (such as PayPal) so when you buy something online, you may find your options limited because you are flagged for being unreliable.

All I'm going to do is laugh - a Permanent flag on my bank ha!

They going to stop me purchasing online for one and only refund request through them for a product that isn't as described, very delusional my friend

Product is as described perfectly - you getting a ban/restriction and then trying to get a backdoor refund has absolutely no bearing on this waffle.

Your bank is duty bound to report fraudulent attempts to 3rd party facilitators such as PayPal and this can mean that certain merchants may restrict accounts with flags on them.

Welcome to the real world where fraud is not tolerated and consequences happen. It's bad enough you thinking you were entitled to a refund using nonsensical cherry-picked terminologies but to then think you'd get away scott-free, get real

[LukeSimmo]

SlowMango님이 먼저 게시:

LukeSim님이 먼저 게시:

All I'm going to do is laugh - a Permanent flag on my bank ha!

They going to stop me purchasing online for one and only refund request through them for a product that isn't as described, very delusional my friend

Steam auto-locks accounts when there is a charge back to the account. They will not remove it until the lock naturally expires if they set an end date on it.

The product you bought is not broken, fraudulent, or mis-advertised under any law. Steam's refund policy is within UK law.

That's fine by me, I won't be using Steam in future - it is broken and mis-advertised if I'm unable to play it, which I can evidence.

[Brian9824]

LukeSim님이 먼저 게시:

J4MESOX4D님이 먼저 게시:

No, you ask for technical support in the game forum because you are not entitled to a refund.

Well I am legally entitled to a refund, that's the problem and the reason behind my topic on this forum - if you've got nothing of value to add, please don't comment

You are not, when you make a purchase on steam since its digitally delivered you check a box agreeing to waive your right to refund which is permissable for digital content. Steam then grants you an additional refund per their criteria which goes above the minimum required.

Issuing a charge back will lock your entire account and prevent any purchases, and your payment method will be permanently blacklisted on steam, so feel free to do so.

[LukeSimmo]

J4MESOX4D님이 먼저 게시:

LukeSim님이 먼저 게시:

All I'm going to do is laugh - a Permanent flag on my bank ha!

They going to stop me purchasing online for one and only refund request through them for a product that isn't as described, very delusional my friend

Product is as described perfectly - you getting a ban/restriction and then trying to get a backdoor refund has absolutely no bearing on this waffle.

Your bank is duty bound to report fraudulent attempts to 3rd party facilitators such as PayPal and this can mean that certain merchants may restrict accounts with flags on them.

Welcome to the real world where fraud is not tolerated and consequences happen. It's bad enough you thinking you were entitled to a refund using nonsensical cherry-picked terminologies but to then think you'd get away scott-free, get real:lunar2019laughingpig:

You're crazy thinking this is a fraudulent attempt, to request my money back for something I can't play.

They're not going to flag me up for fraud for requesting a refund on a Steam Game hahaha.

Go do something with your day, my request is being processed already - you provided me with an hour of entertainment now kiddo ;)

[J4MESOX4D]

LukeSim님이 먼저 게시:

J4MESOX4D님이 먼저 게시:

Product is as described perfectly - you getting a ban/restriction and then trying to get a backdoor refund has absolutely no bearing on this waffle.

Your bank is duty bound to report fraudulent attempts to 3rd party facilitators such as PayPal and this can mean that certain merchants may restrict accounts with flags on them.

Welcome to the real world where fraud is not tolerated and consequences happen. It's bad enough you thinking you were entitled to a refund using nonsensical cherry-picked terminologies but to then think you'd get away scott-free, get real

You're crazy thinking this is a fraudulent attempt, to request my money back for something I can't play.

You can play - you can play the campaign which covers the basic licence. Also a chargeback is not a refund - the fact you can't differentiate between the two just shows how utterly clueless you are.

Maybe you should have consulted an adult family member before entering this charade. It's not gonna end well but hey ho, welcome to the real world