Why is it so difficult to report something 'simply' to STEAM?

[knightwhispers]

I have reported an issue where I didn't get what I paid for (I paid for DLC from STEAM which sounds simple enough). I then asked around about how I report a problem, which meant I had to open another account with STEAM ( a Support account) but with a different user name; I did that and eventually figured out how I raised a 'ticket' on which to give details. I did that ... simple enough ... NOT. Just today I got en email from them stating:

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"Hello. A staff member has replied to your question" ...

(replied to my question where? I have no replies to the ticket I raised.) Or ... Is this reply posted somewhere on the STEAM forums, or is THIS the answer?) ....

"... You are receiving this message in response to the “Game/DLC Questions > Expansions/DLC” ticket that you submitted. We're sorry for the delay. We're currently experiencing much higher traffic than normal, and are asking anyone needing help to read the information below. If you still need assistance, you *must* respond to this message after reviewing this information. Doing so will place you in queue for an expedited response. The information below is known to fix the majority of issues, and often times save users a ticket.

If you no longer require assistance, you can ignore this message and your ticket will close automatically. If your issue is with a 3rd party game or DLC content, you can attempt to verify your game files to ensure the content has been downloaded. If the content is still missing, you must contact the developer for that game for assistance with accessing the content. If your issue is with the Steam Client or a Valve game, please attach a diagnostic report for your system. We'll review this report for potential conflicts or issues, and provide you with an expedited response.

If your issue is with the Steam Client or a Valve game, please attach a diagnostic report for your system. We'll review this report for potential conflicts or issues, and provide you with an expedited response

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ALL the files are verified, it says they are on my system, it says they are in the actual game folder and that all files are verified. ALL download content is in place ... yet they aren't on my system.

I guess that what I am saying is that even though STEAM took my cash for the game and the game actually IS from a third party company (Ubisoft) then there is nothing that I can do to get the DLC that I purchased? If that is the case, then thank you STEAM for nothing; oh, and for taking my cash then leaving me in the lurch if it turns out to be the case.

I really would appreciate some help and advice, because I certainly am not getting help from STEAM themselves!

~F~

[spoof]

how did you check you did not get the DLC?
https://store.steampowered.com/account/store_transactions

not sure what question is hidden in your post if any.

[knightwhispers]

It isn't so much a case of checking if I have them ... more a case that it clearly says I have them, when I don't. How do I know I have them?

When I open the game (Assassins Creed iV) I get the main screen where it shows the splash-screen and contents of the game. It also tells me I have the 'Aveline' DLC, but I only have the opening chapter; I'm not sure that I even expeted that to be within the DLC and it isn't a playable game. But with the Season Pass comes 'Freedon Cry', which I know to expect to have, but it is NOT there.

The Properties box:

Taking the route: Games List / Right Click 'Assassins Creed IV' / Click Properties gets me to where it shows me: ['Install' is checked on the items listed below, 'Acquistion Method' is 'Steam Store' and 'State' is'Installed' for ALL the below items EXACTLY how they appear in the details box:]

Then states:

'You have the following downloadable content for Assassin's Creed IV Black Flag. All downloadable content is automatically installed and uninstalled along with this product':

Assassins Creed IV Black Flag - Deluxe Edition
Assassins Creed Black Flag - Crusaders & Florent ...
Assassins Creed Black Flag - Death Vessel Pack ...
Assassins Creed Black Flag - Feedon Cry (SP)
Assassins Creed Black Flag - Guild of Rogues (S...
Assassins Creed Black Flag - Illustrious Pirates P ...
Assassins Creed Black Flag - Seasons Pass

It says I have 'Freedon Cry' and it is downloaded to my system, but it siimply is NOT on my system. Any suggestions? I would really appreciate them; oh, and ALL files have been verified

~F~

[spoof]

thats a bit too much text for me.

can you tell me you did a succesfull purchase for it or not?

[knightwhispers]

I'm sorry if the reply is too long for you; didn't want to miss anything you might have wanted to know. Yes; I madea a successful purchase:

" ... 7 Oct 2014: Purchase Assassin's Creed Black Flag Digital Deluxe Edition (EMEA), Assassin's Creed Black Flag - Season Pass ... "

~F~

[spoof]

than you find the DLC by right clicking the main game in your steam library.

I just think poor support rep who has to stay polite :)

[knightwhispers]

LOL .... I know that, I already stated that. It says the DLC is installed ... but it isn't installed.

I paid for it ... it states it is installed ... but it is NOT installed because it isn't on my system. There lies the darn mystery and me finding out how on earth I get what I paid for! ... LOL

~F~

[spoof]

than check the box to install it.
or that games forum how to acces it.

you should adust your understanding of "simply"

DLC is part of the main game content and is already downloaded with the main game, ofcourse it is on your system.

[knightwhispers]

OK; then lets keep it sumple

You say: "then check the box to install it"

I have already stated that it is checked; in my third post, in response to you?)

You say: "you should adjust your understanding of "simple"

I totally aggree with you; things get complicated when something so simple doesn't work; wouldn't you agree?)

You say: "DLC is part of the main game content and is already downloaded with the main game, of course it is on your system."

I do understand the DLC is stated to be on my system; however, it does not show anywhere within the main game and neither does it have its own play button. But if you insist on telling me I have it, then I would totally appreciate you telling me where it is?; please don't say it's 'already downloaded with the main game' ... LOL. It says it is but it isn't there. Am I making this hard to understand? ... LOL

~F~

[spoof]

sorry for not wanting to read all your text.
it is not just a lot of it it also a bit confusing.

ask in the game forum.

and try to do it "simply"

I can ask what you need to know in less than 8 words.

not reading your last post at all.
go to the game forum

your purchase is fine.

[76561193857876471]

Is it possible the DLC content is only available after a certain point in the story? Have you checked an FAQ to see how to start the DLC content?

[knightwhispers]

Originally posted by spoof:

sorry for not wanting to read all your text.
it is not just a lot of it it also a bit confusing.

ask in the game forum.

and try to do it "simply"

I can ask what you need to know in less than 8 words.

not reading your last post at all.
go to the game forum

your purchase is fine.

"your purchase is fine."

Clearly, you know what you are talkin about ;)

[spoof]

yes we checked that fact.

now you simply get the steam guide for that DLC or ask simply in the forum.

[knightwhispers]

Originally posted by torvuseremita:

Is it possible the DLC content is only available after a certain point in the story? Have you checked an FAQ to see how to start the DLC content?

Hi and thanks for trying to help. I have looked around the FAQ's but cannot find anything relating to the issue.

~F~

[spoof]

you wrote freedon cry hard to search for a wrong DLC :P
http://steamcommunity.com/app/242050/discussions/search/?q=Freedom+Cry

[76561193857876471]

Looking at the Ubisoft page for the game:
http://assassinscreed.ubi.com/en-ca/news/news_detail.aspx?c=tcm:19-115724&ct=tcm:6-231-32

Much of the content appears to be interweaved into the game: e.g. additional weapons, additional ship customization. I would tend to think you don't do anything to activate it, the content is simply in-game automatically. As for the missions that are added, I cannot find information on how to start them. In this case I agree with spoof that the game forum will be your best bet for finding someone who can answer. Apologies.