Rephrase refund policy

[Shady Ferret]

Your refund policy states a 2 hour limit, but that every case is reviewed and that the 2 hours limit isn't set in stone.

Please rephrase it to be a hard limit of 2 hours, as in reality it is!

(I've spent 3.6h to try to get a game to work with my hardware (that is specified as supported), but when I failed with all sort of workarounds, even installing virtual joysticks etc., I asked for a refund when I couldn't and have exhausted all help on google and on forums). I tried 2 times, but both times got a short "No, you used it longer than 2 hours", and not taking into consideration that the only gametime was to try to get it to work!)


I've now learned my lesson, and will never try more than 2 hours to get a game to work, no matter how much I want it.

But please rephrase the policy to make it clear it's impossible to get a refund after 2 hours! (Not that "every case is reviewed", giving false hope to people)

(I guess just quickly looking at the gametime and ending request is a way of getting back on the backlog aswell, just make sure to update the refund policy)

[The End.]

Originally posted by Frank H:

clear it's impossible to get a refund after 2 hours! (Not that "every case is reviewed", giving false hope to people)

You not getting a refund outide the timeframe, is not the same as impossible, your case was just not found to be eligible for a refund.

It is always a good idea to keep your time within the timeframe, they say the will have a look, but never promissed anything.

[Craiggy]

Originally posted by Frank H:

Your refund policy states a 2 hour limit, but that every case is reviewed and that the 2 hours limit isn't set in stone.

Please rephrase it to be a hard limit of 2 hours, as in reality it is!

(I've spent 3.6h to try to get a game to work with my hardware (that is specified as supported), but when I failed with all sort of workarounds, even installing virtual joysticks etc., I asked for a refund when I couldn't and have exhausted all help on google and on forums). I tried 2 times, but both times got a short "No, you used it longer than 2 hours", and not taking into consideration that the only gametime was to try to get it to work!)


I've now learned my lesson, and will never try more than 2 hours to get a game to work, no matter how much I want it.

But please rephrase the policy to make it clear it's impossible to get a refund after 2 hours! (Not that "every case is reviewed", giving false hope to people)

(I guess just quickly looking at the gametime and ending request is a way of getting back on the backlog aswell, just make sure to update the refund policy)

I think they should make a limit of 5 hours. Gives enough time to experience te game a little bit and tweak the game.

[FFL2and3rocks]

3.6 is way too far above the 2 hour limit. Maybe if you were somewhere around 2.5 or less, you would have a chance.

Originally posted by Xanta:

I think they should make a limit of 5 hours. Gives enough time to experience te game a little bit and tweak the game.

That would anger publishers who don't want people to finish their games and then refund them. Refunds aren't for getting a free demo.

[Theblaze]

Originally posted by Xanta:

[...] I think they should make a limit of 5 hours. Gives enough time to experience te game a little bit and tweak the game.

You don't need more than two hours to "tweak" a game, either your computer is able to run it and meets the system requirements or it doesn't and will not work (properly).

The refund was not introduced to abuse it for "demoing" games.

There are enought source to get a first impression of the games either read reviews or watch some let's play/test on Youtube/Streaming sites..

[Washell]

Originally posted by Frank H:

and not taking into consideration that the only gametime was to try to get it to work!)

Staff doesn't address the specific reasons people enter. Whether it's to save time or to prevent people from gaining information that helps to game to the refund system is unknown, but they don't.

Rest assured they took it into consideration, and didn't find it a solid enough reason to justify a refund after 3.6 hours.

[Satoru]

Note "we will look" is not the same as "you will get it"

The policy as stated is fine

[cinedine]

It isn't a hard limit.
There are reasonable reasons to grant a refund outside the window. Like external updaters, false advertising, or the game being completely broken by the developer in a tantrum.

But it's up to the agent to decide whether the reason is justified.

[Narcoleptic Marshmallow]

I have known of people who got refunds with up to 5 hours of play time, and I have personally refunded a game I had purchased 3 weeks prior.

It's not a hard limit, and the requests are reviewed. It's only "false hope" if you don't know what "case by case" means. Your reasoning just wasn't strong enough.

Originally posted by Frank H:

I've now learned my lesson, and will never try more than 2 hours to get a game to work, no matter how much I want it.

That's a good thing to have learned from this. If you want your money to be 100% safe then follow procedures that ensure 100% refund chance.

[Start_Running]

Originally posted by Frank H:

Your refund policy states a 2 hour limit, but that every case is reviewed and that the 2 hours limit isn't set in stone.

Please rephrase it to be a hard limit of 2 hours, as in reality it is!

But it isn't they do make exceptions. Or rather,the new refund policy does not completely overwrite their previous refund rules.

(I've spent 3.6h to try to get a game to work with my hardware (that is specified as supported), but when I failed with all sort of workarounds, even installing virtual joysticks etc., I asked for a refund when I couldn't and have exhausted all help on google and on forums). I tried 2 times, but both times got a short "No, you used it longer than 2 hours", and not taking into consideration that the only gametime was to try to get it to work!)

YOu've encountered an error that is likely uncommon to your combination of hardware and software. As a rule if you don't get the game to work in an hour, refund it. Learn when to cut the strings. Ideally, before buying a game, you should google for '<game name> bugs/glitches/problems/issues'.

But please rephrase the policy to make it clear it's impossible to get a refund after 2 hours! (Not that "every case is reviewed", giving false hope to people)

It's not but it only applies to a very specific list of circumstances, which you do not meet the qualifications for.

Just as there are times when a police officer will make an exception to your bad parking, or to your speeding. (usually in the case of emergency or loss ofagency.

[Tito Shivan]

Originally posted by Frank H:

But please rephrase the policy to make it clear it's impossible to get a refund after 2 hours! (Not that "every case is reviewed", giving false hope to people)

It's possible to get a refund beyond the limit, on a case by case scenario.