How can I talk to someone at Support?

[thorac_the_rogue]

I bought Elite: Danger (don't, BTW, what a POS!) late one night and fired it up just long enough to make sure it had downloaded & installed correctly, then exited and went to bed. The next night, I logged in, completed the 1st training mission, got incredibly frustrated with the second training mission and exited the game and asked for a refund. When I went to uninstall the game, it asked if I was sure since it was still running... I looked in the Steam Launcher and, sure enough, it said 'running'. I checked WIndows - no Elite:Danger running. I rebooted and it was no longer running in Steam Launcher.. I got an email back saying I'd played for over 21 hours and couldn't get a refund. It seems pretty clear that it didn't 'exit' properly the 1st night, just like it hadn't the 2nd night and the auto-bot just rubber-stamped me 'no refund'. I tried several more times, each time asking for a human being to talk/email me - all rubber-stamped 'no refund' with nobody talking to me all from the 'noreply' email address. I didn't even ask for $$ refund, I asked for it to go into my Steam wallet, because I was obviously ready to spend $60 on a game, so I'm ready to spend $60 on another game - but I'm certainly not going to spend $60 MORE with Steam if they're going to screw me out of this $60. It was the Steam Launcher that erroneously reported me playing for 21 hours. My refund request came less than 22 hours after I bought the game - I would have had to sit there continuously for 21 hours straight and never progessing past the 2nd training mission. I well and truly sucked at the game, but seriously, I'd have gotten past the 2nd training mission in a 21 hour marathon.. I did not have a 21 hour marathon, I slept, I worked, I spent time with the family and came back to game late the next evening.

[gwait]

a) not an "auto-bot" and b) you will have to accept the answer that you got already.

More:

Steam Knowledge Base の投稿を引用：

My refund request was denied. Can I contest this decision?

If you feel that there has been an error in the handling of your refund inquiry, please submit another request at help.steampowered.com. The request will be reviewed by another Valve employee.

- https://support.steampowered.com/kb_article.php?ref=4873-QOSK-5126#appeal

[thorac_the_rogue]

I sent through 4 or 5, no contact with anyone - I do not believe these are being reviewed. The alternative is extremely poor customer service. I have asked to communicate with someone multieple times and been sent the exact same boiler plate message.

[shiel]

thorac_the_rogue の投稿を引用：

I sent through 4 or 5, no contact with anyone - I do not believe these are being reviewed. The alternative is extremely poor customer service. I have asked to communicate with someone multieple times and been sent the exact same boiler plate message.

They don't have time to personalize responses as they have to deal with a ton of requests. Maybe if tons of people with 20+ hours in game didn't send in a bunch of requests then they wouldn't be so overwhelmed...

[Hanomaly]

thorac_the_rogue の投稿を引用：

I sent through 4 or 5, no contact with anyone - I do not believe these are being reviewed. The alternative is extremely poor customer service. I have asked to communicate with someone multieple times and been sent the exact same boiler plate message.

It is not poor customer service to deny a refund of someone who has 20+ hours in a game when the policy states you need under 2 hours of time and having owned the game less than 2 weeks.

Surely you understand that there is *zero* way for Valve to verify you only merely left the game running accidentally rather than played it for 20 hours. You want them to "take you at your word" and believe you.

But how can they do that? Especially when loads of people who *really have* played 20 hours in a game and LIE and tell support "oops, gee, i left the game running i swear i didn't really play 20 hours"... How does support tell the difference between a liar and someone telling the truth?

Maybe you are being truthful, maybe you aren't. There is zero way to verify that. And Valve does not have time to try to investigate that sorta thing. There are likely thousands, of people asking for requests a day. If support had to do a several hour investigation on each one.. trying to figure out who is a liar and who isn't by personally talking to every single person .. and trying to verify if they are telling the truth or not.. it would take soooo long for everyone to be helped. People would be waiting in line for a half year! or more!

Now.. i suppose if you want to pay more for games, so Valve has more money to hire more empolyees to do customer support so you and other special people can get that personal touch you apparently need.. then i suppose submit a suggestion that we pay 20% more per game so valve can hire 10,000 customer support people, this way enabling everyone to get a personal support person to talk us through everything..

~You have 20 hours in the game. Your refund request was denied. This was unreasonable.

[thorac_the_rogue]

I did not accidentally leave the game running. The Steam Launcher showed it running when it was not. This all happened in a 21 hour period, not over weeks or even days. I have worked in customer service most of my career and it IS poor customer service to not even respond to teh customer. Ex-customer, if I can't even get a response. I have spent hundreds, possibly over $1,000 on Steam games, but I don't need to continue to support any company, cell phone, cable provider, or gaming company that thinks this is the right way to do business.

[Ogami]

thorac_the_rogue の投稿を引用：

I did not accidentally leave the game running. The Steam Launcher showed it running when it was not. This all happened in a 21 hour period, not over weeks or even days. I have worked in customer service most of my career and it IS poor customer service to not even respond to teh customer. Ex-customer, if I can't even get a response. I have spent hundreds, possibly over $1,000 on Steam games, but I don't need to continue to support any company, cell phone, cable provider, or gaming company that thinks this is the right way to do business.

I love that this is always this big great exit argument. "Then i will take my buisness elsewhere".
Guess what, Steam does not care. At all. They have 120 million customers. You already spend 1000 bucks here. You will still need to use Steam in the future to access the games you already bought.
I doubt Steam could care less if this is the hill you want to die on. But go right ahead. Does not change that you are outside the refund rules by 19 hours.

[Narcoleptic Marshmallow]

But you did get a response. It was decided that you are not above the rules.

Steam has the best refund policy among all other similar digital distributors. Were you anywhere else, getting a refund based on regret wouldn't even be an option. But good luck out there.

[Lumen]

thorac_the_rogue の投稿を引用：

I did not accidentally leave the game running. The Steam Launcher showed it running when it was not. This all happened in a 21 hour period, not over weeks or even days. I have worked in customer service most of my career and it IS poor customer service to not even respond to teh customer. Ex-customer, if I can't even get a response. I have spent hundreds, possibly over $1,000 on Steam games, but I don't need to continue to support any company, cell phone, cable provider, or gaming company that thinks this is the right way to do business.

So you claim to have woked in customer service?
Then you should know it's your fault and your fault only.

But hey go on don't pay all that greedy companys who only want your money, you can still have a pretty nice cave somewhere, if you can afford the rent.

[shiel]

thorac_the_rogue の投稿を引用：

I did not accidentally leave the game running. The Steam Launcher showed it running when it was not.

Because the process was still running in the background... Therefore, you accidently left it running.

[Si-Fi]

And the process could have been terminated.

[thorac_the_rogue]

Please read before responding, when I noticed the Steam Launcher said 'running', I checked the Windows process table, it was not in there. The status did not change until I rebooted.

Please people, the point of this thread was for me to get in contact with customer support from a company I do business with. If you are not Steam support, or have an email or phone number I can use for support, your replies are a distraction rather than a solution. If you just want to slam my situation, please go troll somewhere else.

[shiel]

thorac_the_rogue の投稿を引用：

Please read before responding, when I noticed the Steam Launcher said 'running', I checked the Windows process table, it was not in there. The status did not change until I rebooted.

Please people, the point of this thread was for me to get in contact with customer support from a company I do business with. If you are not Steam support, or have an email or phone number I can use for support, your replies are a distraction rather than a solution. If you just want to slam my situation, please go troll somewhere else.

Well considering that you've already been given your answer multiple times... There isn't any point unless you just want to waste their time and your time.

[Lucas]

thorac_the_rogue の投稿を引用：

Please read before responding, when I noticed the Steam Launcher said 'running', I checked the Windows process table, it was not in there. The status did not change until I rebooted.

Please people, the point of this thread was for me to get in contact with customer support from a company I do business with. If you are not Steam support, or have an email or phone number I can use for support, your replies are a distraction rather than a solution. If you just want to slam my situation, please go troll somewhere else.

They do not have a phone number for you to contact, as stated above they have 120 million users and only 300 employees.

So please understand that they are unable to provide support and refunds to every person who claims their computer left the game running. Majority of people that use the refund system are abusing it just to they can trial a game to see if they like it, this had lead to steam having a 0 lee way when it comes to refunds.

[ReBoot]

thorac_the_rogue の投稿を引用：

Please read before responding, when I noticed the Steam Launcher said 'running', I checked the Windows process table, it was not in there. The status did not change until I rebooted.

Please people, the point of this thread was for me to get in contact with customer support from a company I do business with. If you are not Steam support, or have an email or phone number I can use for support, your replies are a distraction rather than a solution. If you just want to slam my situation, please go troll somewhere else.

1. This is a public forum
2. There's no email address or phone number
So what's the point of posting here if you don't want to accept what people are telling you?

[crunchyfrog]

thorac_the_rogue の投稿を引用：

I did not accidentally leave the game running. The Steam Launcher showed it running when it was not. This all happened in a 21 hour period, not over weeks or even days. I have worked in customer service most of my career and it IS poor customer service to not even respond to teh customer. Ex-customer, if I can't even get a response. I have spent hundreds, possibly over $1,000 on Steam games, but I don't need to continue to support any company, cell phone, cable provider, or gaming company that thinks this is the right way to do business.

Im sory but if you worked in customer service, you would be WELL aware of the cardinal rules - the contract.

The terms you AGREED to state under 2 hours played. Thats text book.

Now, if you have mitigating circumstances you can try appealing. You have that right, but you don't have the right to expect them to just jump to your tune.

Please make sure you AMEND your old ticket and not create new ones. You will keep getting automated responses if thats what youve been doing.