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Old 27-January-2010, 23:51
MAN WHO MAN WHO is offline
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Join Date: May 2001
Posts: 240
Default I had a bit of a run-in with Steam!

They double charged me for a game I bought for my son's account.
So I politely explained to them what had happened and asked for a refund.

They did give me a refund but then they added this:-

"Please note in the future that Steam purchases, per the Steam Subscriber
Agreement, are not refundable - this refund was issued as a one-time
customer service gesture."


So then I said:-

"Thanks for the refund but I didn't buy the game twice, the duplicate purchase was caused by your system. I would suggest that any repetition of this event in future should also merit a refund and that a more appropriate response on your behalf would be an apology.

Calling this a 'one-time customer service gesture' is telling me to be grateful to you for not stealing my money and that next time you will.
This doesn't give me much confidence in purchasing games off steam in
future."


They then closed the support thread....
So I re-opened it and said :-
"Please don't close the question without replying again.
I was hoping for some re-assurance that it is safe to buy games from steam without being overcharged.
If I'm overcharged again, are you going to keep my money?"


To which they replied:-

"If you find that you are charged twice or overcharged for a game, please contact us and we will gladly investigate and assist you with the issue."

I was a bit bored with this by now so I rounded off with this:-

"Ok thanks
You had me worried for a moment, maybe you should rethink the wording in future because this line:-

"Please note in the future that Steam purchases, per the Steam Subscriber
Agreement, are not refundable - this refund was issued as a one-time
customer service gesture."


Is what I would expect if I'd bought a game and then changed my mind.

‘No refund, no exchange’ statements are illegal in any form, whether they are conveyed in writing or verbally. A business cannot deny a consumer their right to redress. The Consumer Protection Act prohibits businesses from displaying statements of “No exchange, No refund” on sales receipts, invoices, contracts or any such documents."
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Old 08-February-2010, 19:30
Behemoth's Avatar
Behemoth Behemoth is offline
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Join Date: Apr 2001
Location: Cornwall
Posts: 2,722
Default Re: I had a bit of a run-in with Steam!

They're support forums are a right joke. I know a few friends of mine have had their accounts hi-jacked and they've lost all their purchased games. Steam did naff all to help them they just replied with "We'll look into it" No apology, no sympathy.

Pitty really as I like the steam system for buying games.
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