what game

ok

'Reach'
I was not sure if i should say it or not

edit: whoops

if they said no

you will need to go to the devs/pubs for a refund

Originally posted by DmAnd:

I live in the USA so i may not have the consumer protection as some other countries do.

What is this supposed to mean? You get exactly the same protection than anybody else.

There is only two issues to this problem. 1) You did not actually speak with support but got the automated ticket, which is automatically going to refuse your request since you've played way more than 2 hours (almost 10 from what you are saying).
2) You did actually speak with support and they have been known to accept such request in the past. However accepting or denying this is completely their own prerogative and if they said no after reviewing your refund request then you already have your answer. And I would add that's not the definition of being "unhelpful" at all.

Originally posted by Eagle_of_Fire:

Originally posted by DmAnd:

I live in the USA so i may not have the consumer protection as some other countries do.

What is this supposed to mean? You get exactly the same protection than anybody else.

There is only two issues to this problem. 1) You did not actually speak with support but got the automated ticket, which is automatically going to refuse your request since you've played way more than 2 hours (almost 10 from what you are saying).
2) You did actually speak with support and they have been known to accept such request in the past. However accepting or denying this is completely their own prerogative and if they said no after reviewing your refund request then you already have your answer. And I would add that's not the definition of being "unhelpful" at all.

No you don't

Originally posted by DmAnd:

Originally posted by Eagle_of_Fire:

What is this supposed to mean? You get exactly the same protection than anybody else.

There is only two issues to this problem. 1) You did not actually speak with support but got the automated ticket, which is automatically going to refuse your request since you've played way more than 2 hours (almost 10 from what you are saying).
2) You did actually speak with support and they have been known to accept such request in the past. However accepting or denying this is completely their own prerogative and if they said no after reviewing your refund request then you already have your answer. And I would add that's not the definition of being "unhelpful" at all.

No you don't

?

"You don't"..? What?

I've already given you your answer.

Message from you on Nov 1 @ 3:03pm | 1 day and 20 hours ago
This game has severe issues that prevent me from completing it. Softlock after softlock that will brick your save file and make you start over from the beginning.

Yes i am over the two hours but this can not be legal.
Can i get some advice or help please? Thank you

This is the VR game 'Reach'

Message from Steam Support on Nov 2 @ 2:13am | 1 day and 8 hours ago
Hi there,

Thank you for contacting Steam Support. We understand your feeling.

I am sorry to hear that you are having trouble with your purchase; unfortunately, it does not qualify for a refund.

To ensure future eligibility, please submit refund requests within 14 days and less than 2 hours of playtime.

Please review our Refund Policy and Common Refund Questions for more information.

If you haven't already, I recommend taking a look at the following article which includes common fixes: https://help.steampowered.com/wizard/HelpWithGameTechnicalIssue/?appid=3273480

For technical troubleshooting or game-related issues, please contact the game's support team as they are best equipped to resolve any issues you are experiencing with their product.

Steam Support
Yen

Message from you on Nov 2 @ 9:42am | 1 day ago
The game is faulty. To the point where it can not be completed and progress is STOPPED
I have rights you know? Yes the game falls outside of the refund period but it says in your refund policy rules that if the game is faulty i can still get a refund.

Message from Steam Support on Nov 2 @ 10:07pm | 12 hours ago
I understand the importance of this matter.

However, as mentioned, your purchase does not qualify for a refund and we're unable to make an exception.

Refund requests are also reviewed on a case to case basis and Steam Support takes into consideration the multiple factors that would warrant an exception.

For technical troubleshooting or similar issues, contact the game's support team here. They are best placed to solve problems with their product.

If you have any further questions, please let us know - we will be happy to assist you. Otherwise, we'll be closing this ticket.

Steam Support
Ezi

Message from you on Nov 2 @ 10:59pm | 11 hours ago
Can you elaborate on why my purchase does not qualify for a refund? The product is defective.

Message from Steam Support on Nov 3 @ 2:46am | 7 hours ago
I understand your concern regarding this purchase and I know how much you wanted this game to be refunded.

It looks like you already played the game for more than 2 hours. This makes this purchase ineligible for a refund.

Our previous response may not be what you're looking for in terms of a resolution but because your purchase greatly exceeded our refund policy, we're unable to accommodate your request.

We wish we could be more help but we will be unable to assist you further as we have provided you with all the information regarding this issue.

Because we have provided all the information we have for your issue I'm closing this help request. If you have an unrelated issue please open a new help request and we will be happy to help.

Steam Support
Nicole

An actual person looked at your ticket and replied.

Originally posted by Eagle_of_Fire:

Originally posted by DmAnd:

No you don't

?

"You don't"..? What?

I've already given you your answer.

We don't have the same consumer protection as other countries.

Originally posted by DmAnd:

Originally posted by Eagle_of_Fire:

?

"You don't"..? What?

I've already given you your answer.

We don't have the same consumer protection as other countries.

Two hours within two weeks. Everybody else get the same protection.

Originally posted by Eagle_of_Fire:

Originally posted by DmAnd:

We don't have the same consumer protection as other countries.

Two hours within two weeks. Everybody else get the same protection.

Dude, this is not about playtime. This is about a defective product. There is no debate here about play time

It's like Valve law man, more than 2 hours play time = generally no refund.

Can you play the game now?

Originally posted by DmAnd:

Originally posted by Eagle_of_Fire:

Two hours within two weeks. Everybody else get the same protection.

Dude, this is not about playtime. This is about a defective product. There is no debate here about play time

You mean a "defectiv" product on which the developer provides fixes for?
I mean, the first news on the community hub is the patchnotes from the 30th which also state something about having fixed softlocks, added a chapter selection and a few more save slots.

As we do not know when you actually stopped playing it, i assume you have not tried the game after the patch.

Unfortunately steams refund system is barely even something that can be called functional. Unless you get lucky with steam support your ♥♥♥♥♥♥. Valve has never once cared about refunds and only gave this paltry joke of a system based on being forced to legally. Buy from GoG next time, you need 2 days of playtime there.