Refund Request for a Company of Heroes 2 DLC?

[Mudgruff]

So I have Company of Heroes 2 Master Collection, and I bought the "Whale and Dolphin Conservation Charity Pattern Pack". Although it says I have it installed under the game properties I do not see it in game.

I went through SEGA support and they said it's not part of the Master Collection so they don't support it. I wasn't able to find a solution on Steam that worked. So I want a refund.

Steam rejected the refund because I've played the game over 2 hours.... except I haven't played the game with the DLC working for 2 hours! It's like going to a restaurant and ordering a drink, but didn't receive it, yet still getting charged because you were occupying a booth.

The Steam response seems automated so I don't believe a human is actually reviewing the refund request, or just glossing over it. So I'm of course annoyed having paid for something that I haven't been able to use.

How do I get a human Steam rep to respond and help?! Am considering a charge back but I imagine that will be a headache too... what recourse do I have here?

Thanks!

[Mudgruff]

Hi Nightenhelser, I tried that but the skins do not show up as an option. I've tried clearing the download cache as well. Rebooting the computer, restarting steam... all to no avail.

[Si-Fi]

DLC coincides with the base game so regardless of the hours played, it still sticks to the limit.
As far as your support ticket goes, you'll have to consider hammering them again, with an explanation that the DLC doesn'r work period and hopefully you won't receive an automation response.

[Mudgruff]

I've tried that, does not work. I expect the skins to show up as an option to pick pre-game.

[wuddih]

https://support.steampowered.com/kb_article.php?ref=2037-QEUH-3335
do this.

Originally posted by Mudgruff:

I expect the skins to show up as an option to pick pre-game.

please ask for this information on the games own board as already recommended.

[Mudgruff]

I'm not interested in the DLC; I want a refund.