How do I know if a human has read my support ticket?

[Kai]

Hi I've been a Steam user for decades and I didn't mind paying more than in competitors platforms due to the customer support, but now my refund request is being bumped with only a generic message.

I have explained in the ticket how the automated system is wrong in this case (time spent in main menu queueing for servers, and time spent trying to get the game to work doesn't really count as gameplay) and now the game doesn't work anymore after a week (their servers aren't working).

I was asking in the ticket for confirmation that it wasn't an automated response, but I only get the generic reply.

To be honest this has made me reluctant to spend money in Steam.

[cSg|mc-Hotsauce]

Първоначално публикувано от Kai:

Hi I've been a Steam user for decades and I didn't mind paying more than in competitors platforms due to the customer support, but now my refund request is being bumped with only a generic message.

I have explained in the ticket how the automated system is wrong in this case (time spent in main menu queueing for servers, and time spent trying to get the game to work doesn't really count as gameplay) and now the game doesn't work anymore after a week (their servers aren't working).

I was asking in the ticket for confirmation that it wasn't an automated response, but I only get the generic reply.

To be honest this has made me reluctant to spend money in Steam.

The exe running counts as play time. 20.2 hours is quite excessive.

Make a manual ticket.

Find the purchase... https://help.steampowered.com/en/wizard/HelpWithPurchase

Choose "I still have a question..."

Explain the entire issue carefully.

And hope for the best.

[Kai]

Първоначално публикувано от cSg|mc-Hotsauce:

Първоначално публикувано от Kai:

Hi I've been a Steam user for decades and I didn't mind paying more than in competitors platforms due to the customer support, but now my refund request is being bumped with only a generic message.

I have explained in the ticket how the automated system is wrong in this case (time spent in main menu queueing for servers, and time spent trying to get the game to work doesn't really count as gameplay) and now the game doesn't work anymore after a week (their servers aren't working).

I was asking in the ticket for confirmation that it wasn't an automated response, but I only get the generic reply.

To be honest this has made me reluctant to spend money in Steam.

The exe running counts as play time. 20.2 hours is quite excessive.

Make a manual ticket.

Find the purchase... https://help.steampowered.com/en/wizard/HelpWithPurchase

Choose "I still have a question..."

Explain the entire issue carefully.

And hope for the best.

:nkCool:

Thanks for the tip. I got a reply from a human and they told me that these 20 hours (of mostly waiting in the main menu) is over the limit and they can't refund this game which stopped working after a week.

This has made me trust Steam less and I doubt I'll spend as much money here as I did before.

[d3str0y3r]

Първоначално публикувано от Kai:

Първоначално публикувано от cSg|mc-Hotsauce:

The exe running counts as play time. 20.2 hours is quite excessive.

Make a manual ticket.

Find the purchase... https://help.steampowered.com/en/wizard/HelpWithPurchase

Choose "I still have a question..."

Explain the entire issue carefully.

And hope for the best.

:nkCool:

Thanks for the tip. I got a reply from a human and they told me that these 20 hours (of mostly waiting in the main menu) is over the limit and they can't refund this game which stopped working after a week.

This has made me trust Steam less and I doubt I'll spend as much money here as I did before.

Valve cannot see what you are doing in the game, only that the game is running. Support can and does make exceptions on the refund policy, but as Hotsauce 20 hours is excessive.

So in the future if you think something is broken don't wait until you are at 20 hours to ask for a refund.

[Chompman]

Първоначално публикувано от Kai:

Първоначално публикувано от cSg|mc-Hotsauce:

The exe running counts as play time. 20.2 hours is quite excessive.

Make a manual ticket.

Find the purchase... https://help.steampowered.com/en/wizard/HelpWithPurchase

Choose "I still have a question..."

Explain the entire issue carefully.

And hope for the best.

:nkCool:

Thanks for the tip. I got a reply from a human and they told me that these 20 hours (of mostly waiting in the main menu) is over the limit and they can't refund this game which stopped working after a week.

This has made me trust Steam less and I doubt I'll spend as much money here as I did before.

The refund window for other platforms would respond with a similar response as they are limited to 2 hours for most and all that matters is the game running and any technical issues is not their concern.

[Mr. Smiles]

The steam refund policy is among the most lenient of all online storefronts.

Good luck finding a store that has both the selection, and a better refund policy, than steam. If you do, please let us know.

[Kai]

Първоначално публикувано от Mr. Smiles:

The steam refund policy is among the most lenient of all online storefronts.

Good luck finding a store that has both the selection, and a better refund policy, than steam. If you do, please let us know.

There are alternatives. One of them is to just stop buying new games. I would have never bought that game if I wasn't so happy with Steam Support in the past. I don't care about the money I just really don't like false advertisement and I liked that through the refund system I could incentivize developers to make a solid product rather than a cash grab.

[Nx Machina]

Първоначално публикувано от Kai:

There are alternatives. One of them is to just stop buying new games. I would have never bought that game if I wasn't so happy with Steam Support in the past. I don't care about the money I just really don't like false advertisement and I liked that through the refund system I could incentivize developers to make a solid product rather than a cash grab.

If you do not care about the money why create a thread?


You and only you did the following:

1) Went to the store page.

2) Added the game to your cart.

3) Viewed your cart.

4) Continued to payment.

5) Entered the security code if you are using a card.

6) Ticked the Steam Subscriber Agreement box.

7) Clicked confirm.

All those 7 steps are voluntary not mandatory.


Refund policies - Take your pick. Note: (***) same refund policy.

(1) (***) Steam - Within two weeks of purchase and with less than two hours of playtime.

(2) (***) Epic - Games and products are eligible for refund within 14 days of purchase. However, you must have less than 2 hours of runtime on record.

(3) (***) Ubisoft (UPDATED) - You can request a refund for a digital PC game within 14 days of your purchase, as long as the game has not been played for more than two hours.

Previously it was: (You can request a refund for a digital order within 14 days of your purchase, as long as the content has not been launched).

(4) EA Play - Whichever comes first.

a) Within 24 hours after you first launch the game.

b) Within 14 days from the day you bought it, if you have not launched the game.

c) Within 14 days from the release date if you pre-ordered the game, if you haven't launched it yet.

(5) Blizzard - The game is newly purchased within the last 3 days. You haven't started the game; if the game has been played at all it won't qualify for a refund.

(6) GOG - starting now, you can get a full refund up to 30 days after purchasing a product, even if you downloaded, launched, and played it. That's it. #

# (Open to abuse and they monitor for abuse and reserve the right to refuse a refund as do all PC stores). https://ibb.co/ZzXPMwv


Even GOG the people's champion have set criteria for refunds.

How often can I refund my games? Is there some sort of limit?

We trust that you're making informed purchasing decisions and will use this updated voluntary Refund Policy only if something doesn't work as you expected.

We reserve the right to refuse refunds, or only offer Wallet Funds conversions, in individual cases.

Please respect all the time and hard work put into making the games you play and remember that refunds are not reviews. If you finished the game and didn't like it, please consider sharing your opinion instead.

Also, please don't take advantage of our trust by asking for an unreasonable amount of games to be refunded. Don't be that person. No one likes that person.

[Kai]

Първоначално публикувано от Nx Machina:

Първоначално публикувано от Kai:

There are alternatives. One of them is to just stop buying new games. I would have never bought that game if I wasn't so happy with Steam Support in the past. I don't care about the money I just really don't like false advertisement and I liked that through the refund system I could incentivize developers to make a solid product rather than a cash grab.

If you do not care about the money why create a thread?


You and only you did the following:

1) Went to the store page.

2) Added the game to your cart.

3) Viewed your cart.

4) Continued to payment.

5) Entered the security code if you are using a card.

6) Ticked the Steam Subscriber Agreement box.

7) Clicked confirm.

All those 7 steps are voluntary not mandatory.


Refund policies - Take your pick. Note: (***) same refund policy.

(1) (***) Steam - Within two weeks of purchase and with less than two hours of playtime.

(2) (***) Epic - Games and products are eligible for refund within 14 days of purchase. However, you must have less than 2 hours of runtime on record.

(3) (***) Ubisoft (UPDATED) - You can request a refund for a digital PC game within 14 days of your purchase, as long as the game has not been played for more than two hours.

Previously it was: (You can request a refund for a digital order within 14 days of your purchase, as long as the content has not been launched).

(4) EA Play - Whichever comes first.

a) Within 24 hours after you first launch the game.

b) Within 14 days from the day you bought it, if you have not launched the game.

c) Within 14 days from the release date if you pre-ordered the game, if you haven't launched it yet.

(5) Blizzard - The game is newly purchased within the last 3 days. You haven't started the game; if the game has been played at all it won't qualify for a refund.

(6) GOG - starting now, you can get a full refund up to 30 days after purchasing a product, even if you downloaded, launched, and played it. That's it. #

# (Open to abuse and they monitor for abuse and reserve the right to refuse a refund as do all PC stores). https://ibb.co/ZzXPMwv


Even GOG the people's champion have set criteria for refunds.

How often can I refund my games? Is there some sort of limit?

We trust that you're making informed purchasing decisions and will use this updated voluntary Refund Policy only if something doesn't work as you expected.

We reserve the right to refuse refunds, or only offer Wallet Funds conversions, in individual cases.

Please respect all the time and hard work put into making the games you play and remember that refunds are not reviews. If you finished the game and didn't like it, please consider sharing your opinion instead.

Also, please don't take advantage of our trust by asking for an unreasonable amount of games to be refunded. Don't be that person. No one likes that person.

It's almost as if you didn't read half the comment, imagined your own fictional comment (strawman) and then replied to that instead.
Sorry I don't mean to be mean but what you wrote was impolite and not constructive at all.

[J4MESOX4D]

Account age is irrelevant. Just because you've been on Steam a long time doesn't mean Valve can hand out refunds under the table at the expense of a publisher/developer. Bohemia haven't benefited by you being on Steam 20 years so they aren't going to give concessions against their own product for your loyalty to something else.

Your review leans more to the fact you spend ages queuing for the best servers even though you can get into most instantly. Also walking around aimlessly when that's not how Arma is meant to be played. Re-spawning is also dependant on the action at hand and your team.

So this isn't a case of being stuck in the menu for 20 hours and the product not working - you've bought a game that isn't probably what you were looking for or expecting but it's too late to get a refund by a long shot.

[Nx Machina]

Първоначално публикувано от Kai:

It's almost as if you didn't read half the comment, imagined your own fictional comment (strawman) and then replied to that instead.
Sorry I don't mean to be mean but what you wrote was impolite and not constructive at all.

What an odd comment when your claim is:

Първоначално публикувано от Kai:

Thanks for the tip. I got a reply from a human and they told me that these 20 hours (of mostly waiting in the main menu)

And your review clearly outlines why you have 20.2 hours in the game (exe running) and why your refund was rejected.

https://steamcommunity.com/id/kairobert/recommended/1874880/

If you want to play on the good servers, you'll queue for up to 30 minutes at time. If you go make some food in that time, you might have been disconnected from the queue and queue for another 30 minutes. I usually leave the game up AFK for hours at a time because in the past Steam Support has always been lenient with refunds.


Is a self-inflicted problem.

[Kai]

Първоначално публикувано от Nx Machina:

Първоначално публикувано от Kai:

It's almost as if you didn't read half the comment, imagined your own fictional comment (strawman) and then replied to that instead.
Sorry I don't mean to be mean but what you wrote was impolite and not constructive at all.

What an odd comment when your claim is:

Първоначално публикувано от Kai:

Thanks for the tip. I got a reply from a human and they told me that these 20 hours (of mostly waiting in the main menu)

And your review clearly outlines why you have 20.2 hours in the game (exe running) and why your refund was rejected.

https://steamcommunity.com/id/kairobert/recommended/1874880/

If you want to play on the good servers, you'll queue for up to 30 minutes at time. If you go make some food in that time, you might have been disconnected from the queue and queue for another 30 minutes. I usually leave the game up AFK for hours at a time because in the past Steam Support has always been lenient with refunds.


Is a self-inflicted problem.

You are feeling defensive and are acting out and being toxic. Moderators, feel free to lock the thread.