Refund for literally unplayable game?

[Maradyne]

https://s26.postimg.org/gud6rd3h5/Steam_Refund_1.png

I feel like this speaks for itself.
I've been attempting to make this game work for 3 weeks, working with Relic Support.
That went nowhere.
The game does not start and thereby can't be played.

I'm happy to spend most of the money that I get back immediately on something else.
Is there a process for appealing a denied Refund request? This seems silly.

[gwait]

No.

[Luca94]

Unfortunately you have exceeded the limits to apply for a refund.
You can not be refunded, I'm sorry.

http://store.steampowered.com/steam_refunds/

[Maradyne]

I'm aware of the usual 2 week, 2 hour limit.

I'm also aware that they're supposed to be considered on a case by case basis. A non-functional game with abysmal support seems like the definition of a likely exception.

[Ogami]

Originally posted by Pyr0mrcow:

I'm aware of the usual 2 week, 2 hour limit.

I'm also aware that they're supposed to be considered on a case by case basis. A non-functional game with abysmal support seems like the definition of a likely exception.

Problem is the game runs fine for thousands of players. So it has to be something on your end.
You had 2 weeks to test the game and get a refund without questions asked.
You let that time limit run out. Now Steam is fully in their right to refuse your refund request.
In the future, if a game does not run, refund it. Dont wait 3 weeks.

[Maradyne]

I waited 3 weeks because it took almost 2 weeks for a public relations employee from Relic to get back to me, the rest of that 2 weeks for the bug report to be brought to actual support team's attention, and another week for a copy-pasted response.

The other issue is that my particular issue has existed since this game was in BETA, which I only discovered about a week ago while awaiting a response.
There's no warning about that from Relic or Steam anywhere, and I figured that waiting for Relic support to pull their heads out of their butts would be a likely refund-excepting scenario; giving up the moment that I bought the game before troubleshooting was even attempted seemed like a waste.


Anyway.
Refund appeal process?
Or a process to have the sale page altered to say 'THIS GAME IS NO LONGER SUPPORTED' or something along those lines. I'd be happy if SOMETHING were done about this situation, at least. It's ridiculous.

[gwait]

Originally posted by gwait:

No.

http://steamcommunity.com/discussions/forum/10/

[Maradyne]

I've also never refunded anything before, if that matters.

[Ogami]

Originally posted by Pyr0mrcow:

I've also never refunded anything before, if that matters.

It does not. You can send another refund request, each one will be looked at by another Support member.
But if they decline again then stop asking. The answer will not change no matter how often you ask after the second time.

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.

Since you already explained the reasoning for your refund request the first time its very unlikely the answer will change. But you can try.

[Maradyne]

Thanks, wasn't aware that different support members would look. That might help.

[Washell]

Originally posted by Pyr0mrcow:

I figured that waiting for Relic support to pull their heads out of their butts would be a likely refund-excepting scenario

Yeah, that's the problem with making choices based on assumptions. They tend to bite you in the ass. Had you made a choice based on the facts, you'd now be wondering what game to buy with the refund money.

Anyway, I see you made exactly zero posts in the DoW III section about the issue, you might want to try that to get your game working.

[Muppet among Puppets]

If a game doesnt start, refund at once.

Its nearly impossible ever to fix things with supports, when things dont even run.

One funny moment was, when i told someone what his shop page on steam tells as requirement. And he actually said: Its your fault if you try to play it with such an ancient machine....... I said, thats what you claim are the requirements, my computer exceeds that by far.

"Oh, thats the requirement of my first game, i was too lazy to change it on the shop page..... I dont know why you have 5 fps, it should work fine."

[Start_Running]

Originally posted by Pyr0mrcow:

I waited 3 weeks because it took almost 2 weeks for a public relations employee from Relic to get back to me, the rest of that 2 weeks for the bug report to be brought to actual support team's attention, and another week for a copy-pasted response.

And you should have refunded the game after 1 week of waiting. I'll never understand this level of attatchment to a game one has only recently purchased

The other issue is that my particular issue has existed since this game was in BETA, which I only discovered about a week ago while awaiting a response.
There's no warning about that from Relic or Steam anywhere, and I figured that waiting for Relic support to pull their heads out of their butts would be a likely refund-excepting scenario; giving up the moment that I bought the game before troubleshooting was even attempted seemed like a waste.[/quote Thousands of other run it just fine. Again. you shouyld have refunded.

Anyway.
Refund appeal process?
Or a process to have the sale page altered to say 'THIS GAME IS NO LONGER SUPPORTED' or something along those lines. I'd be happy if SOMETHING were done about this situation, at least. It's ridiculous.

There's no appeal process in your case. You let the time run out. No wait. You could contatct relic and ask them to to tell steam to refund you.

As for the "THIS GAME IS NO LONGER SUPPORTED". That would be a lie. After all you said you got through to relic and they tried to help you unsuccessfully, but they tried. That's support. Also agai, thousands of people run the game without problem,

Beyond the suggestion to ask relic to intercede with steam on your behalf. If the publisher/dev tell steam to give you a refund. Valve won't refuse..

Beyond that, this is all your own fault I'm afraid. Next time. DOn't wait. Just refund.

[Maradyne]

I'm just used to the idea of people and companies standing behind the things that they create/provide. World's going in a bad direction in general, so this shouldn't be a surprise.
Honestly, optimism has tended to screw me in the past. I need to think more negatively like you guys.

Well, thanks for the quick responses at least. More than I got from the actual content creators. Won't be spending another dime with Relic, will add Sega to my 'mostly ignore' list, and will be much more hesitant to buy anything from Steam.

[Crashed]

Originally posted by Pyr0mrcow:

I'm just used to the idea of people and companies standing behind the things that they create/provide. World's going in a bad direction in general, so this shouldn't be a surprise.
Honestly, optimism has tended to screw me in the past. I need to think more negatively like you guys.

Well, thanks for the quick responses at least. More than I got from the actual content creators. Won't be spending another dime with Relic, will add Sega to my 'mostly ignore' list, and will be much more hesitant to buy anything from Steam.

Just contact Steam Support and file a ticket. 2 hours, 2 weeks is the limit only for automatic refunds. Sometimes Valve issues refunds manually.

[Maradyne]

Originally posted by __:

Just contact Steam Support and file a ticket. 2 hours, 2 weeks is the limit only for automatic refunds. Sometimes Valve issues refunds manually.

This is exactly what I was wondering about. The only system that I know of is the automatic one, under the help options for individual games. Is there a place to file reports to actually be read by someone?