Help with a refund request

[UnluckyMadCat]

Okay, first of all I KNOW what the refund policy is - If you've played a game for longer than 2 hours you're gonna be denied.

My problem is that I did NOT PLAY THE GAME for longer than 2 hours! I played for maybe an hour total, got out of character creator and the tutorial, hit a cutscene and then the game crashed so hard that my fricking computer bricked! I couldn't do ANYTHING on my computer, so I force turned off my computer and then had t leave for work. Cut to the next day, when I turned my computer on to see it said the GAME WAS STILL RUNNING and had been on for 11 HOURS!

I have been trying to contact support about this for an entire week, to no avail.

Am I just screwed out of $70 because "oops it says you played longer than 2 hours, get fricked"?

Or is there a way to actually have a conversation without a pre-written automatic response?

[Wayward]

You are probably still attempting an automatic refund which will always be denied when it's outside of the refund limits. You'll need to create a ticket and ask for a manual refund instead. Here's what you need to do: Go to your purchase history (under Account Details), find the game, and click on it. Then you should see «I have a question about this purchase» and from there you can create a ticket. Explain the problem, politely ask if they can make an exception, and wait for a reply. If they still say no, then at that point you're out of luck.

[rawWwRrr]

Go back to your purchase and select "I have a question about this purchase" and calmly and kindly explain the trouble you're having with the game and would like to request a refund.

[Chompman]

You can try doing a manual support ticket by clicking on the game in steam support under purchases and doing one of the options there to let you enter a custom message.

However steam has no way to know anything past your playtime and if you rebooted your computer the game would no longer be running so it sounds like you may had left it running after this happened.

This can happen sometimes and you have to manually close it in the task manager but never after a reboot.

[Nx Machina]

Originally posted by UnluckyMadCat:

I couldn't do ANYTHING on my computer, so I force turned off my computer and then had t leave for work. Cut to the next day, when I turned my computer on to see it said the GAME WAS STILL RUNNING and had been on for 11 HOURS!

That is not how it works. If you forced your computer off it kills all processes, nothing would be running, nor continue to be running when you turned it back on.

Secondly i assume this is about Dragon Age Veilguard which you played for 11.2 hours and then decided you wanted a refund.

[76561198407601200]

Originally posted by UnluckyMadCat:

Okay, first of all I KNOW what the refund policy is - If you've played a game for longer than 2 hours you're gonna be denied.

My problem is that I did NOT PLAY THE GAME for longer than 2 hours! I played for maybe an hour total, got out of character creator and the tutorial, hit a cutscene and then the game crashed so hard that my fricking computer bricked! I couldn't do ANYTHING on my computer, so I force turned off my computer and then had t leave for work. Cut to the next day, when I turned my computer on to see it said the GAME WAS STILL RUNNING and had been on for 11 HOURS!

I have been trying to contact support about this for an entire week, to no avail.

Am I just screwed out of $70 because "oops it says you played longer than 2 hours, get fricked"?

Or is there a way to actually have a conversation without a pre-written automatic response?

When you hit the "Play" button in steam, that starts the count, not an arbitrary time after that within the game.

[Hennix]

op is past the 14 days limit too

[Hi Im Swat]

Refunds can be denied even if you meet the criteria. They are never guaranteed which is why you should only ever purchase a game if you do intend to play it.

[Ferox_Stormdragon]

not only are you over the 2hrs limit but your also over the 14 day limit as your 1st achievement was 1st of November

[rawWwRrr]

Originally posted by Hennix:

op is past the 14 days limit too

That does it make it tad more difficult.