Steam support is ignoring my proof and giving me automated replies. I need help!

[Zzsheep]

Hello everyone,
​I need the community's help with a very frustrating support issue. My copy of Call of Duty: Infinite Warfare is broken; it crashes constantly and is unplayable.
​I had a lengthy and frustrating back-and-forth with Activision's support team. They confirmed the game has a problem and directed me to Steam for a refund.
​However, Steam's support is ignoring all my evidence. They just send me automated, generic replies and refuse to process a refund, claiming I'm outside the refund period. They are not reading my case.
​It's incredibly frustrating to be given the runaround like this. I have proof from the developer themselves, but Steam's support feels like a robot.
​Has anyone gone through this? How can I get a human from Steam to look at my case?

[DarkCrystalMethod]

https://store.steampowered.com/stats/support/

REQUEST CATEGORY	SUBMITTED LAST 24 HOURS	TYPICAL RESPONSE TIMES
Refund Requests	244,930		50.35 minutes to 1.53 hours

So, about an hour before they look at the next request.
As long as you don't close the ticket they will actually get to it.

[rawWwRrr]

Steam Support would need someone from Activision to tell them exactly who to give a refund to. Support isn't going to grant a refund to someone outside of the refund period just because that person "has proofs".

[peppermint hollows]

If you're over the automatic refund limit, you'll always be denied. You need to make a manual ticket, explain the situation, and hope for the best. If they still tell you no, that's it. Here's what you need to do:

Click on your profile name in the top right of the browser or Steam client -> Account details -> View purchase history -> find the game -> click on it -> instead of "I would like a refund," click on "I have a question about this purchase."

Explain the situation, provide any proof you feel is relevant, and politely ask if they can make an exception and refund you.

[Zzsheep]

Originally posted by DarkCrystalMethod:

https://store.steampowered.com/stats/support/

REQUEST CATEGORY	SUBMITTED LAST 24 HOURS	TYPICAL RESPONSE TIMES
Refund Requests	244,930		50.35 minutes to 1.53 hours

So, about an hour before they look at the next request.
As long as you don't close the ticket they will actually get to it.

Thank you for your response, I appreciate your help very much. I understand that they might take a while to respond, but the problem is that they only reply with automated messages, and I can't speak with a real person.

[cSg|mc-Hotsauce]

Originally posted by Zzsheep:

Originally posted by DarkCrystalMethod:

https://store.steampowered.com/stats/support/

REQUEST CATEGORY	SUBMITTED LAST 24 HOURS	TYPICAL RESPONSE TIMES
Refund Requests	244,930		50.35 minutes to 1.53 hours

So, about an hour before they look at the next request.
As long as you don't close the ticket they will actually get to it.

Thank you for your response, I appreciate your help very much. I understand that they might take a while to respond, but the problem is that they only reply with automated messages, and I can't speak with a real person.

Make a manual ticket.

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

Choose "I still have a question..."

Explain the entire issue carefully.

And hope for the best.