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

[Lilim]

Have you tried a manual ticket?

[( ( < < <🤖> > > ) )]

for a manual ticket, select the purchase, then select "I have a question" and make your request there.

[Lithurge]

The reason the tickets are auto closed is because it's an automated system that only checks your below 2 hours played and two weeks owned.

As for an Ombudsman there isn't one to complain to in the UK, you would have to deal with Steam in the first place and if they refuse to take it any further it's the small claims court.

Consumer complaints

Please note: there are currently no ombudsman schemes for many areas of consumer goods and services. For advice and information about consumer goods and services you should contact:
In the UK:

Citizens Advice Consumer Service Tel. [phone]

https://www.ombudsmanassociation.org/find-ombudsman

[LukeSimmo]

Publicado originalmente por Lilim:

Have you tried a manual ticket?

I have tried a manual ticket, same response each time - doesn't seem like they understand the reasoning, just auto-closure

[Crazy Tiger]

Publicado originalmente por LukeSim:

Publicado originalmente por Lilim:

Have you tried a manual ticket?

I have tried a manual ticket, same response each time - doesn't seem like they understand the reasoning, just auto-closure

Or they do understand the reasoning and simply don't agree to give you a refund. After a few times, they indeed auto-close since they consider the issue resolved.

You'll have to go to a different route, it seems.

[LukeSimmo]

Publicado originalmente por Lithurge:

The reason the tickets are auto closed is because it's an automated system that only checks your below 2 hours played and two weeks owned.

As for an Ombudsman there isn't one to complain to in the UK, you would have to deal with Steam in the first place and if they refuse to take it any further it's the small claims court.

Consumer complaints

Please note: there are currently no ombudsman schemes for many areas of consumer goods and services. For advice and information about consumer goods and services you should contact:
In the UK:

Citizens Advice Consumer Service Tel. [phone]

https://www.ombudsmanassociation.org/find-ombudsman

Looks like I'll go through the bank instead then and raise a refund - thanks for the info Lithurge

[Start_Running]

Publicado originalmente por LukeSim:

Publicado originalmente por Lilim:

Have you tried a manual ticket?

I have tried a manual ticket, same response each time - doesn't seem like they understand the reasoning, just auto-closure

Then you do not qualifty for a refund.
Accept it and move on.

Publicado originalmente por LukeSim:

Publicado originalmente por Lithurge:

The reason the tickets are auto closed is because it's an automated system that only checks your below 2 hours played and two weeks owned.

As for an Ombudsman there isn't one to complain to in the UK, you would have to deal with Steam in the first place and if they refuse to take it any further it's the small claims court.



https://www.ombudsmanassociation.org/find-ombudsman

Looks like I'll go through the bank instead then and raise a refund - thanks for the info Lithurge

Bad idea. Thats a good way to get your account locked down and in legal hotwater with your bank and steam for wire fraud.

[J4MESOX4D]

Publicado originalmente por LukeSim:

Publicado originalmente por Lithurge:

The reason the tickets are auto closed is because it's an automated system that only checks your below 2 hours played and two weeks owned.

As for an Ombudsman there isn't one to complain to in the UK, you would have to deal with Steam in the first place and if they refuse to take it any further it's the small claims court.



https://www.ombudsmanassociation.org/find-ombudsman

Looks like I'll go through the bank instead then and raise a refund - thanks for the info Lithurge

I'd advise against committing a fraudulent chargeback against the developers. This means your payment method will be permanently banned on Steam forever plus other potential consequences.

The game you purchased looks to be at least two months old which is way outside of the refund policy so your only option is to explore alternative troubleshooting methods instead of trying to backdoor a refund and then bypass it with a chargeback which will also cost Valve money.

[Crazy Tiger]

Publicado originalmente por LukeSim:

Publicado originalmente por Lithurge:

The reason the tickets are auto closed is because it's an automated system that only checks your below 2 hours played and two weeks owned.

As for an Ombudsman there isn't one to complain to in the UK, you would have to deal with Steam in the first place and if they refuse to take it any further it's the small claims court.



https://www.ombudsmanassociation.org/find-ombudsman

Looks like I'll go through the bank instead then and raise a refund - thanks for the info Lithurge

Doing a chargeback will mean that your account will get temporarily locked and that specific payment method will be banned from further use. Do keep that in mind.

[J4MESOX4D]

Also looking at your post history you've made absolutely no attempt to even ask in the game forum either. Sounds like you're just trying to claw back money on a game you've had enough with.

[LukeSimmo]

Publicado originalmente por Start_Running:

Publicado originalmente por LukeSim:

I have tried a manual ticket, same response each time - doesn't seem like they understand the reasoning, just auto-closure

Then you do not qualifty for a refund.
Accept it and move on.

Publicado originalmente por LukeSim:

Looks like I'll go through the bank instead then and raise a refund - thanks for the info Lithurge

Bad idea. Thats a good way to get your account locked down and in legal hotwater with your bank and steam for wire fraud.

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

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.

It will not get me into 'legal hotwater for wire fraud', but nice attempt

[LukeSimmo]

Publicado originalmente por J4MESOX4D:

Also looking at your post history you've made absolutely no attempt to even ask in the game forum either. Sounds like you're just trying to claw back money on a game you've had enough with.

I shouldn't need to ask in a game forum to request a refund for a game which isn't as described, that's delusional.

A company should have an actual procedure which should review case by case these types of requests - in at least more detail than what is currently happening

[Cathulhu]

What game do you have an issue with that is allegedly fundamentally broken according to UK law granting you a refund outside of the regular restrictions.

[J4MESOX4D]

Publicado originalmente por LukeSim:

Publicado originalmente por J4MESOX4D:

Also looking at your post history you've made absolutely no attempt to even ask in the game forum either. Sounds like you're just trying to claw back money on a game you've had enough with.

I shouldn't need to ask in a game forum to request a refund for a game which isn't as described, that's delusional.

A company should have an actual procedure which should review case by case these types of requests - in at least more detail than what is currently happening

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

[LukeSimmo]

Publicado originalmente por Cathulhu:

What game do you have an issue with that is allegedly fundamentally broken according to UK law granting you a refund outside of the regular restrictions.

Call of Duty: Modern Warfare - the game auto-bans accounts which makes the game unplayable. This happens every single day because of a flawed reporting system.

You cannot stop a person playing a game they have purchased because of a flawed report system.

Therefore I expect to receive a refund as the goods aren't as described.

No game should be able to put holds on accounts to stop them playing something which has cost £60.