Has my refund request been viewed by an actual person?

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Cagarustus Dec 22, 2016 @ 11:48pm

Last week I bought 'Victoria Collections' through Steam for the normal price of $39.99. Of course, I realize that I should've probably waited until now to buy the game so that I could buy it at -75%.

I have played more than 2 hours of Victoria II and I really like it. I am also aware that Steam's Refund Policy doesn't allow for refunds for games played longer than 2 hours. When I requested the refund, I asked for a refund of the difference between the full price and the discount price, and to have refunded it to my Steam Wallet so that I could use it to purchase other items.I sent two requests with the hope that the second one would be reconsidered.

The refund request was denied twice.

This is why I ask the question in the title. In my view, providing the refund is an example of positive customer satisfaction and service. I wonder if an actual person reviewed the refund given that I sent through the request at around 2 am in the morning (US EST time), or whether or not it was reviewed by a programme, which just simply read the play hours and automatically sent me the message?

Last edited by Cagarustus; Dec 22, 2016 @ 11:48pm

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Showing 1-15 of 18 comments

FFL2and3rocks Dec 23, 2016 @ 12:14am

Yes, a real person read and rejected your request. Writing a special personalized response for everyone would take time.

WarmedxMints Dec 23, 2016 @ 12:32am

25 hours in the game, I would say you have had your moneys worth out of it already. I agree with steam in this case.

Matt Dec 23, 2016 @ 12:33am

Partial refunds are not possible. The option doesn't exist.

Cagarustus Dec 23, 2016 @ 12:34am

Originally posted by WarmedxMints:
25 hours in the game, I would say you have had your moneys worth out of it already. I agree with steam in this case.

If you read my post carefully, you'll discover that I wasn't asking for a refund of the whole game; I was asking if Steam could apply the current discount of the game as it is now priced, as I purcahsed the game only last week.

In my mind, I think these are two different things.

Cagarustus Dec 23, 2016 @ 12:36am

Originally posted by Matt:
Partial refunds are not possible. The option doesn't exist.

Why are they not possible?

WarmedxMints Dec 23, 2016 @ 12:36am

I did read your post and a refund is a refund. Doesn't matter how you are asking for it.

Should Steam spend time and resources becuase a person isn't a wise consumer? I don't think they should.

Cagarustus Dec 23, 2016 @ 12:38am

Originally posted by WarmedxMints:
I did read your post and a refund is a refund. Doesn't matter how you are asking for it.

Should Steam spend time and resources becuase a person isn't a wise consumer? I don't think they should.

That is your opinion. I think it is good customer service. Let me ask you this: why should Steam not refund me? For what reason?

Theblaze Dec 23, 2016 @ 12:39am

Originally posted by caesarleonidas:
[...] why should Steam not refund me? For what reason?

Because you are not qualified for a refund.
https://support.steampowered.com/kb_article.php?ref=4873-QOSK-5126

Last edited by Theblaze; Dec 23, 2016 @ 12:39am

Cagarustus Dec 23, 2016 @ 12:44am

Ok, you are referring to the fact that it is their policy. If you're square-headed and a hell-bent on following rules and procedures, then fine, I get it, I'm not entitled to it. Customer Service is about hearts and minds, and being flexible. Policies are only developed to direct employees and the company to comply with the law; there is no law that prevents any business from going 'above and beyond' what the legislation/policy prescribes.

If you are of the view that 'it is policy, so therefore I am not entitled to a refund' then you are also indirectly conceding that Steam has inflexible and poor customer service provision. If this is the case, you just need to come out and say it directly.

Ogami Dec 23, 2016 @ 12:47am

Originally posted by caesarleonidas:
Customer Service is about hearts and minds, and being flexible.

No. No its not. Especially not on Steam. They have a 120 million registered accounts, they cant bend the rules in a case by case basis. They only have 200 employees.
There are rules, everyone has to follow the rules, end of story.
Was , is, and will always be, Steam policy.
As it should be.

Last edited by Ogami; Dec 23, 2016 @ 12:48am

#10

Matt Dec 23, 2016 @ 12:48am

I think folks understand what is customer service. But your original post indicated that your refund request revolved around a partial refund and as I mentioned it's not possible.

#11

Cagarustus Dec 23, 2016 @ 12:52am

Originally posted by Ogami:
Originally posted by caesarleonidas:
Customer Service is about hearts and minds, and being flexible.

No. No its not. Especially not on Steam. They have a 120 million registered accounts, they cant bend the rules in a case by case basis. They only have 200 employees.
There are rules, everyone has to follow the rules, end of story.
Was , is, and will always be, Steam policy.
As it should be.

They can; they choose not to. And if they choose not to, then they have chosen to compromise customer service provision at the expense of something else. It is still a business decision and a choice.

Last edited by Cagarustus; Dec 23, 2016 @ 12:56am

#12

Cagarustus Dec 23, 2016 @ 12:53am

Originally posted by Matt:
I think folks understand what is customer service. But your original post indicated that your refund request revolved around a partial refund and as I mentioned it's not possible.

As I asked: why is it not possible? We can make the iPhone but Steam cant give partial refunds?

#13