Steam Refunds - A How To Guide

tmcgr · Post by **tmcgr** » Thu, 5. Dec 13, 16:51

'Trade(Impossible), Fight(Can you with 5 frames), Build(is this a joke? u can't trade), Think(how to help Egosoft to resolve this issues but doesn't listen)

Well to be honest i really hope that egosoft will fix this game.

Despite that before anyone says my pc is low performance , (used to be a high end before 2 1/2 years) but its an AMD 1100T with 2 x 5970 and 8 Gb Memory.

the only pc that played the game with a little better performance was and i 7 2600 normal clocking with a 4870 and 16 GB memory.

Have fun

sadron · Post by **sadron** » Thu, 5. Dec 13, 21:07

Trevor's being an annoyingly stubborn jerk in relation to giving me my cash back as store credit, preferring to constantly dance around the issue. He just won't ****** bend. he instead referred me to the Egosoft website to get support for the game. I don't want support, I want my damn money back as store credit.

nevereveragain12345678 · Post by **nevereveragain12345678** » Fri, 6. Dec 13, 09:53

Thats the only answer i got from Steam. Thx for the "support":

We will not be able to accommodate your request.

You will need to work with the developers of the game regarding your grievances. Further messages on this topic will not receive a response.

=VipeR= · Post by **=VipeR=** » Fri, 6. Dec 13, 10:29

On my 17th email to tech sean and after I contacted Egosoft for assistance in getting a refund:

"Hello Sean,

I contacted Egosoft support and they promptly replayed with the following:

"Hello,

i am sorry to hear, that you are not happy with the game in its current state.
Please contact the shop where you bought the game, they have to refund the game. We do not have any acess to third party databases and can therefore not help with the support of other companies. Steam has refunded games in shape of a store credit, so they can and will refund games.

Kind regards,

I will forward you the email if you provide me with an email address.

Best regards,"

To what he so kindly replays:

"Hello,

This matter is closed for discussion.

You will receive no further replies to this ticket.

Thank you for contacting Steam Support."

That's it, I just got mugged

This was the absolute most horrible experience I have ever had as an on-line customer.

As far as I'm concerned I will never play any X game or anything made by this company, I will most certain never, ever pre-purchase any thing and will never again trust any game developers or on-line retailers.

I will do my best to prevent others from doing so and warn them against these shady business practices on every community I'm active in.

I learn a valuable lesson, an expensive one never the less, I'm not returning to these forums and will be deleting my account here so I can move on and put all this miserable experience behind me.

I wish you all the best of luck.

squicker · Post by **squicker** » Fri, 6. Dec 13, 14:23

At this point you are well able to do a chargeback with your credit card as you have exhausted all the options with the retailer. I'd notify Steam of that, because it is they who have shut the door on you.

=VipeR= wrote:On my 17th email to tech sean and after I contacted Egosoft for assistance in getting a refund:

"Hello Sean,

I contacted Egosoft support and they promptly replayed with the following:

"Hello,

i am sorry to hear, that you are not happy with the game in its current state.
Please contact the shop where you bought the game, they have to refund the game. We do not have any acess to third party databases and can therefore not help with the support of other companies. Steam has refunded games in shape of a store credit, so they can and will refund games.

Kind regards,

I will forward you the email if you provide me with an email address.

Best regards,"

To what he so kindly replays:

"Hello,

This matter is closed for discussion.

You will receive no further replies to this ticket.

Thank you for contacting Steam Support."

That's it, I just got mugged

This was the absolute most horrible experience I have ever had as an on-line customer.

As far as I'm concerned I will never play any X game or anything made by this company, I will most certain never, ever pre-purchase any thing and will never again trust any game developers or on-line retailers.

I will do my best to prevent others from doing so and warn them against these shady business practices on every community I'm active in.

I learn a valuable lesson, an expensive one never the less, I'm not returning to these forums and will be deleting my account here so I can move on and put all this miserable experience behind me.

I wish you all the best of luck.

GoatseMan · Post by **GoatseMan** » Fri, 6. Dec 13, 19:17

Steam is flatly refusing to reimburse me, even in store credit, although I have not yet started downloading that "game". I know that part of that is my fauly, I have naively bought the game in preorder from Steam. I do not want to be vulgar, just let be known that I won't be buying any egosoft product in the future.

jondonnis · Post by **jondonnis** » Fri, 6. Dec 13, 20:24

They finally closed my ticket saying as I've played it for 4hrs, I'm not entitled to a refund.

It was played for 4hrs to work out what the hell was going on. Was it me not understand the game or was the game broken. Turned out to be broken.

I've reopened the ticket and pointed them to this thread.

Certainly will be avoiding Egosoft from now on. X3 is new to be and enjoyable, but Egosoft as a company are arses. Lost a customer here and anyone I know, I'll encourage to avoid said company. Word of mouth is more powerful than any advertising.

Don't see Egosoft being around in the distant future.

vargata · Post by **vargata** » Fri, 6. Dec 13, 20:28

jondonnis wrote:They finally closed my ticket saying as I've played it for 4hrs, I'm not entitled to a refund.

It was played for 4hrs to work out what the hell was going on. Was it me not understand the game or was the game broken. Turned out to be broken.

I've reopened the ticket and pointed them to this thread.

Certainly will be avoiding Egosoft from now on. X3 is new to be and enjoyable, but Egosoft as a company are arses. Lost a customer here and anyone I know, I'll encourage to avoid said company. Word of mouth is more powerful than any advertising.

Don't see Egosoft being around in the distant future.

Steam would really need a court case finally to give them a lesson

squicker · Post by **squicker** » Sat, 7. Dec 13, 00:07

GoatseMan wrote:Steam is flatly refusing to reimburse me, even in store credit, although I have not yet started downloading that "game". I know that part of that is my fauly, I have naively bought the game in preorder from Steam. I do not want to be vulgar, just let be known that I won't be buying any egosoft product in the future.

If you have mot downloaded you have very strong grounds for a refund. Even Steams own terms state the service only starts when you download it.

GoatseMan · Post by **GoatseMan** » Sat, 7. Dec 13, 01:35

squicker wrote: If you have not downloaded you have very strong grounds for a refund. Even Steams own terms state the service only starts when you download it.

They just said: "no", but I can understand them, they got conned by the f*king Egosoft too. I hope that the company goes to the ground and that the CEO spends his New Year Eve begging for change.

Philbie · Post by **Philbie** » Sat, 7. Dec 13, 02:27

After allot of back and forth Steam support closed my support ticket denying my refund request, this is very frustrating:

"As stated, this title has been played for over 4 hours. We are unable to assist you with a refund or credit for this purchase.

Unfortunately, we will be unable to assist you further with this issue.

Support for this title is handled by Egosoft Support - please follow the instructions below to contact the support provider to troubleshoot any issues:

Egosoft Support
http://www.egosoft.com/support/faq/index_en.php

Thank you for contacting Steam Support."

Egosoft need to step up and do something about this. The ACCC have said I have perfectly reasonable grounds to ask for a refund or store credit, but Steam is snubbing my local laws. I will in the meantime be contacting the FTC (suggested by the ACCC) as it seems it is my only avenue to recover my money.

Stellen · Post by **Stellen** » Sat, 7. Dec 13, 02:38

squicker wrote:
GoatseMan wrote:Steam is flatly refusing to reimburse me, even in store credit, although I have not yet started downloading that "game". I know that part of that is my fauly, I have naively bought the game in preorder from Steam. I do not want to be vulgar, just let be known that I won't be buying any egosoft product in the future.
If you have not downloaded you have very strong grounds for a refund. Even Steams own terms state the service only starts when you download it.

Open another ticket. I was in the same situation, I bought the game to support EgoSoft, realised that X3:AP was going to be their last game of any interest to me, and requested a refund. I hadn't installed it either and got the refund on only my second entry on my first ticket.

Be polite, and only ask for Steam credit.

Mountain_Puncher · Post by **Mountain_Puncher** » Sat, 7. Dec 13, 02:42

I asked for a refund on the 17th. I got tech bot Robbie. gave me two no replies so I just closed and submitted another ticket. I got another guy but his step one reply was to say no as usual, but then asked to see what egosoft is saying about fixing the game.

If it's a no then I don't see why he's asking that, so maybe I got a person with a conscience.

vargata · Post by **vargata** » Sat, 7. Dec 13, 02:50

Stellen wrote:
squicker wrote:
GoatseMan wrote:Steam is flatly refusing to reimburse me, even in store credit, although I have not yet started downloading that "game". I know that part of that is my fauly, I have naively bought the game in preorder from Steam. I do not want to be vulgar, just let be known that I won't be buying any egosoft product in the future.
If you have not downloaded you have very strong grounds for a refund. Even Steams own terms state the service only starts when you download it.
Open another ticket. I was in the same situation, I bought the game to support EgoSoft, realised that X3:AP was going to be their last game of any interest to me, and requested a refund. I hadn't installed it either and got the refund on only my second entry on my first ticket.

Be polite, and only ask for Steam credit.

I've got refund after 3 weeks discussion

eisberg77 · Post by **eisberg77** » Sat, 7. Dec 13, 07:03

vargata wrote:
Stellen wrote:
squicker wrote:
GoatseMan wrote:Steam is flatly refusing to reimburse me, even in store credit, although I have not yet started downloading that "game". I know that part of that is my fauly, I have naively bought the game in preorder from Steam. I do not want to be vulgar, just let be known that I won't be buying any egosoft product in the future.
If you have not downloaded you have very strong grounds for a refund. Even Steams own terms state the service only starts when you download it.
Open another ticket. I was in the same situation, I bought the game to support EgoSoft, realised that X3:AP was going to be their last game of any interest to me, and requested a refund. I hadn't installed it either and got the refund on only my second entry on my first ticket.

Be polite, and only ask for Steam credit.
I've got refund after 3 weeks discussion

Last reply from the idiot Robbie was the same as above, and he closed my ticket. I put in for a Charge Back since that is the only other avenue Steam has left me with. Though I did put in another request for a refund stating the false advertising on the Store page.

So either I get my money back through chargeback, or they give me in store credit. Obviously In store credit would be better for Steam.

Cougar81 · Post by **Cougar81** » Sat, 7. Dec 13, 08:27

How to get refund -> go to work for another 5 hours. obtain check. REFUND !

seriously. what did you really expect.

cellsafemode · Post by **cellsafemode** » Sat, 7. Dec 13, 13:21

1. He expected something advertised
2. He expected a company to stand by it's products and customers
3. He expected basic consumer rights
4. He expected a refund similar to how many other people have gotten one
5. If you have to work 5 hours to make 50 bucks, your money should mean more to you than to just throw it away (you probably shouldn't even be spending it on video games). I mean if you're cool with just giving away 50 bucks here and there for nothing you can send some my way anytime.

bumpinthenight · Post by **bumpinthenight** » Sat, 7. Dec 13, 18:18

Still no refund for me either after three canned responses from Robbie, at least he hasn't tried to close the ticket but he's got until the 17th to give me credit or I'm just going to charge back, screw this crap. This experience has left me with a much poorer impression of not one but two companies now.

Post by **Santi** » Sat, 7. Dec 13, 18:37

Be aware that your chances of refund can diminish with these factors:

- Have you installed the game
- Have you uninstalled the game before applying for a refund
- Have long you played the game, we are talking about couple of hours and up
- Have you played the game with patches installed
- Have you been abusive in your tickets

Independent of the laws and rights as a consumer, those are the Steam parameters, except the last one, but if you are a dick, then the guy at the other end is in his right not to help you.

Will help if many of the people who got refunds post their logs and screenshots, that will help a lot on people in similar circumstances to claim unfair treatment.

bumpinthenight · Post by **bumpinthenight** » Sat, 7. Dec 13, 22:07

Well Robbie just tried to close my credit request ticket, he stated I'd played the game more then 6 hours (my account shows exactly 6 hours and most of that time was alt-tabbed and wandering the forums looking for any ways to fix stuff I was coming across).

Charge-back time.