Worst customer support I have ever dealt with
Finally about to use Steam for the first time. Usually just downloaded free games, but I decided to treat myself and get Helldivers 2. Enjoyed it for like five hours total over the course of a week. I don’t have tons of time to game. Then the devs(this is when the game first came out) released an update and I literally couldn’t play the game. Black screen after black screen. I decided to troubleshoot. I troubleshooted to the point that my last and final option was to completely factory reset my operating system. I was not going to do that for a $39.99 game. I asked for a refund and Steam told me no. Why? Because even though I wasn’t actually playing the game the time I spent relaunching while trouble shooting still counted towards my playtime. So at this point I’m still unable to play and I’m stuck with a game I can’t play. After going back and forth they would not budge. Month later the game finally works, but during that time as any responsible consumer would I initiated a claim through my bank. I didn’t even want the game anymore. I didn’t play it I just thought I’d test it. Then after the claim when I went to see if the game was still there and was still working to consider my options on how to proceed with Steam they revoked my license and restricted my payment claiming this is their policy to prevent fraud. They requested I cancel the claim and then I can get the license back. I called my bank, cancelled the claim, sent them the letter that was provided by my bank stating the claim was cancelled and that $39.99 was deducted my account. Was that the end? Nope. They wanted me to get an additional letter from my bank with their letter head to show further proof that the funds were transferred to them. At this point I’ve the threatened to call the FTC, CFPB, make a statement on the BBB and contact the Washington state attorney general because that is where Valve has their HQ. To go through all of this that could’ve been resolved quickly is insane. Also live service games should not be subject to the 8 hours refund policy. 8 hours of a single player game is a good chunk of a game. Live service? That barely scratches the surface considered the intention behind the game is for it to be played for hundreds, even possibly over a thousand hours considering loyalty and if the live service has a long lifespan. Steam is awesome until you actually need assistance. You have been warned.