DLC refund request denied despite wanting to purchase Season Pass?

[Undroth666]

I've submitted 2 requests yesterday and steam has rejected it without even looking at it because I've played more than 2 hours since purchasing it. Are you serious? I'm offering to spend more money... Now you're just encouraging other methods of obtaining the DLC. Its a huge game, I haven't even played through the Far Harbor stuff yet. Not only that, I've spent all the time since purchasing the DLC troubleshooting and adding new mods for it. The Season Pass is in my cart and I stated that as soon as I get the refund, as steam credit, I will purchase the Season Pass, but they won't do anything. As far as I know you don't even get credit for the DLC you've already bought either which would be find by me. But nope, this just all looks greedy and like very poor customer service

[wuddih]

<14days and <2hours are the refund conditions for everything on Steam that can be refunded. if these conditions are not fulfilled, they have every damn right to reject the request.

what you "promise" them with words in a textbox does not matter.

[﷽ DavidLonglivelle]

Refunds on Downloadable Content
(Steam store content usable within another game or software application, "DLC")

DLC purchased from the Steam store is refundable within fourteen days of purchase, and if the underlying title has been played for less than two hours since the DLC was purchased, so long as the DLC has not been consumed, modified or transferred. Please note that in some cases, Steam will be unable to give refunds for some third party DLC (for example, if the DLC irreversibly levels up a game character). These exceptions will be clearly marked as nonrefundable on the Store page prior to purchase.

[Undroth666]

While they do clearly state the limits for play time and all that, its still ♥♥♥♥♥♥♥♥ service.
Yeah its a promise that I will buy the Pass and it may not mean much, but what reason do I have to not to keep that? My profile picture is me in uniform, would I really want to not fulfill my word while representing the military? If they also look at my recent track record I've been spending more and more on games and DLC, this year my library has quadrupled. Plus I'm buying the Season pass...... what the ♥♥♥♥ reason is there not to return a DLC that individually costs half the Season Pass. I've purchased two others individually and I'm only requesting that this one be returned because it was 4 days ago.

[Undroth666]

fauxtronic eredeti hozzászólása:

When did you purchase the DLC?

On the 11th

[Washell]

Shocktop eredeti hozzászólása:

My profile picture is me in uniform, would I really want to not fulfill my word while representing the military?

I'm sure they forgot it's completely impossible to google for a picture of someone in a uniform and upload it as a profile picture...

They're applying their rules, they're not bending them based on a promise of a random customer.

[InfinityDrop]

wuddih eredeti hozzászólása:

<14days and <2hours are the refund conditions for everything on Steam that can be refunded. if these conditions are not fulfilled, they have every damn right to reject the request.

what you "promise" them with words in a textbox does not matter.

The issue is not whether or not Steam is within their rights or not. The issue is customer service. It’s obvious to the OP that he’s past the limitations, but his complaint still stands.

It’s reasonable, as customers, to expect some cases to be handled on a case by case basis. Yes, OP falls outside the realm of refund, but he obviously likes the game enough to want a season pass, and being willing to accept his refund as Steam Credit bolsters his case.

Further, one doesn’t come into the forums to complain if they feel they’ve been taken care of. He said he opened two requests, and from OPs post, it’s clear that they are feeling dismissed out of hand. I realise that Steam probably has a high volume of tickets, but proper customer service must be maintained regardless of volume. I would expect, as someone who has spent money and plans to do so in the future, that if I had a question I would be given the proper interaction to feel good about my decision to buy and play off Steam instead of other means.

Citing the policy and then attacking the OPs character is a really helpful way of addressing the underlying issue though. Way to go.

Regardless of whether or not you get your credit, OP, it’s fine to expect someone to not dismiss you if you have a question, especially about content you’ve purchased.

[Undroth666]

It's more a matter of not wanting to pay for things twice. I don't get why they don't at least offer credit for the DLC you've purchased that are included in a pass.

[InfinityDrop]

Washell eredeti hozzászólása:

I'm sure they forgot it's completely impossible to google for a picture of someone in a uniform and upload it as a profile picture...

Maybe OP will take a picture of their DD-214 and send it to you? What a life you must lead to be so absolutely suspicious of everyone. I don't envy you at all.

And you're missing the point. Regardless of his service or not, he's a paying customer that deserves to have his questions addressed in a way that's satisfactory.

[HLCinSC]

Shocktop eredeti hozzászólása:

It's more a matter of not wanting to pay for things twice. I don't get why they don't at least offer credit for the DLC you've purchased that are included in a pass.

They introduced prorated bundle prices if they include games/content you already own. Maybe they'll implement it into dlc season passes as well sometime in the near future. I'm not positive but I'm pretty sure whether to use a prorated price us up to the dev/pub.

You can try sending a support ticket to get a final answer. You'll likely get an autoreply first based on key words in your ticket that you will then need to respond to in order to escalate it to a human support rep. Just make sure you do not play FO4 anymore until you get an answer.

[Undroth666]

Thank you MagnaVis, Fauxtronic, and CharlestONE for real responses. It's a sad community and I don't ever really post or bother with the forums for that reason.

I definitely agree that this is a special case. I always assume anything I've done has already been tried and seen through, but in this case it really doesn't feel like any one looked at it with any detail.. At least change up the response that the customer is given, especially if asked a question. The first refund request, I just simply said that I want to buy the Season Pass and would like to return the DLC I just got to help pay for the pass, and I requested it as credit. The second request I sent, I explained my case fully and still got the same response within a few minutes.

I'd already have the Pass right now if I'm offered credit for the DLC I've already purchased. That's $35 worth of credit, in my request, I only asked for $25. It's just sad that this is what we get. Plus I'm frustrated enough to go make my first Discussion on the Forums, I've submitted another request and I assume it will be rejected, once I get the result from that, I will try to create a support ticket outside of the refund request area.

[Spawn of Totoro]

Shocktop eredeti hozzászólása:

It's more a matter of not wanting to pay for things twice.

If the season pass is cheaper then buying the individual DLC that you do not own, what is the issue? If the DLC you do not own is cheaper to buy individually, then why not do it that way?

These are what I ask myself when ever I look at a bundle with games I already own.

You are not paying for your previous DLC twice, you are simply getting a discount on the DLC you don't own.

Shocktop eredeti hozzászólása:

While they do clearly state the limits for play time and all that, its still ♥♥♥♥♥♥♥♥ service.

Not getting what one wants does not equal bad customer service. Valve has policies and procedures, just like any other organization/company/buisness.

If your CO denies you a vacation because it is against policy to allow it during those times, does that make him a bad CO?

MagnaVis eredeti hozzászólása:

Maybe OP will take a picture of their DD-214 and send it to you? What a life you must lead to be so absolutely suspicious of everyone. I don't envy you at all.

There are many reasons why things on-line should not be taken at face value. To view it all with scepticism is actualy a good idea, otherwise there would be a lot more people falling for those Nigerian Price scam and everyone would claim ownership of the Golden Gate Bridge.

It is a good idea to take things with a grain of salt as it is hard to tell truth from fiction when you do not have access to all the informaion.

[HLCinSC]

Shocktop eredeti hozzászólása:

Thank you MagnaVis, Fauxtronic, and CharlestONE for real responses. It's a sad community and I don't ever really post or bother with the forums for that reason.

I definitely agree that this is a special case. I always assume anything I've done has already been tried and seen through, but in this case it really doesn't feel like any one looked at it with any detail.. At least change up the response that the customer is given, especially if asked a question. The first refund request, I just simply said that I want to buy the Season Pass and would like to return the DLC I just got to help pay for the pass, and I requested it as credit. The second request I sent, I explained my case fully and still got the same response within a few minutes.

I'd already have the Pass right now if I'm offered credit for the DLC I've already purchased. That's $35 worth of credit, in my request, I only asked for $25. It's just sad that this is what we get. Plus I'm frustrated enough to go make my first Discussion on the Forums, I've submitted another request and I assume it will be rejected, once I get the result from that, I will try to create a support ticket outside of the refund request area.

If you've never filed a support ticket before, it can be a little confusing for some so here's this:

Contacting Steam Support 

Steam útmutató

Alkotó: Jimo

I will give you instructions on how to contact Steam Support.

[Washell]

MagnaVis eredeti hozzászólása:

Maybe OP will take a picture of their DD-214 and send it to you? What a life you must lead to be so absolutely suspicious of everyone. I don't envy you at all.

It was merely to illustrate that it was a foolish thing to say. It's the internet, people claim all sorts of things, a support desk can't possibly take them at their word. I'm perfectly willing to believe OP is an honest military man, up to the point he wants my time or money.

Shocktop eredeti hozzászólása:

I definitely agree that this is a special case.

Everyone who sends in a ticket thinks theirs is a special case. Valve said it isn't, twice, end of story. Lastly, with 120+ million active accounts, a little leeway adds up to big amounts, fast. So they're strict. Don't take it personally.

[Undroth666]

CharlestONE, MagnaVis, and Fauxtronix- Thank you all again especially CharlesONE for the link to the guide, Steam ended up refunding the DLC to me through the ticket I made in the Support area.

"The purchase has been removed from the account and a credit has been applied to your Steam Wallet. The credit can be used for future Steam purchases.

Your current Steam Wallet balance is displayed in the top right hand corner of the Steam client window next to "[Your username]'s Account"."

Time to go buy the Season Pass!

[Start_Running]

MagnaVis eredeti hozzászólása:

wuddih eredeti hozzászólása:

<14days and <2hours are the refund conditions for everything on Steam that can be refunded. if these conditions are not fulfilled, they have every damn right to reject the request.

what you "promise" them with words in a textbox does not matter.

The issue is not whether or not Steam is within their rights or not. The issue is customer service. It’s obvious to the OP that he’s past the limitations, but his complaint still stands.

It’s reasonable, as customers, to expect some cases to be handled on a case by case basis. Yes, OP falls outside the realm of refund, but he obviously likes the game enough to want a season pass, and being willing to accept his refund as Steam Credit bolsters his case.

Irrelevant. He falls outside the rules. Sorry but really, OP is just being salty baby about it. It's bad business for a store to pay it's customers to shop. Yhere are grounds where steam will make exception but the OP does not warrant any of those exceptions.

Further, one doesn’t come into the forums to complain if they feel they’ve been taken care of. He said he opened two requests, and from OPs post, it’s clear that they are feeling dismissed out of hand.

OP did not get his way. Commence forum tantrum. Seriously that's how most of these go.. Rules are rules. If they make an esception for one they have to make it for all otherwise it's discriminatory treatment.