You know there is an option to contact an actual person to look into it again, right? Go to the Support page, select "Purchases" and this game, then " i have a question about this purchase". If they still reject the request, then there is nothing you can do.


You should contact the game developer and make them aware of the issues you're having. It's up to the game developer to make sure their products are working.


Review the refund policy for more information. Refunds are never guaranteed. You already legally agreed to this policy, so no consumer act can counter this.


https://store.steampowered.com/steam_refunds/


Your consumer rights are NOT affected no matter what you think.

thousand dollars

The UK uses GBP (£), so how can you possibly be spending American money? If you're buying stuff from a region you're not from, that's a violation of Steam policies.

Also, you have to be a UK resident to make a CRA claim.

and they don't want to refund 2.49 for a game that crashes on start when I play. Total play time less that 5mins.

Yeah, but how long did you own it? If the issue is with the KSP game, you bought it on July 1st which was over a month ago. This mean you are not entitled to a refund for that game.

Looking at Steam Charts, there are currently over 2,000 people playing the KSP game. This means the game is NOT faulty, the fault is with your PC / network.

I am a UK resident. I quoted the amount in USD because that's what the report says when you look at the information about your account when logged into steam.

CRA does in fact take precedence over any policy. If goods are faulty then the retailer needs to repair or replace.

In addition...

Originally posted by Hi Im Swat:

Your consumer rights are NOT affected no matter what you think. Review the refund policy for more information. Refunds are never guaranteed.


https://store.steampowered.com/steam_refunds/

Maybe also good to know: keep in mind OP that with each and every purchase you make you (have to) acknowledge the fact that these rules apply. No consumer act can counter against a transaction in which both parties willingly agree to a set of specific terms.

(edit)

Also... all those government policies all have special exceptions for electronic products as well, you might want to read into that too.

Originally posted by Bregott Extrasaltat:

Does anyone know where to direct a UK CRA claim?

Valve are trying to assert via what looks like to be auto-responses to a refund request that their policy overrides their obligation to repair or replace under the law. Been a customer for nearly 22 years and spent 7.5 thousand dollars and they don't want to refund 2.49 for a game that crashes on start when I play. Total play time less that 5mins.

Way to kill any good will.

Its automated, the other individual told you how you can get a person to review it.

Do note defective, for a 95% positive rated game if this is about KSP, is not the likely scenario whatsoever and implies there's something on the users end causing the crashing.

What game are you trying to refund

For reference if anyone else is curious


Section 42: Consumer’s rights to enforce terms about digital content
204.If the digital content is not of satisfactory quality, fit for purpose, or does not match the description, the digital content will not conform to the contract. If the digital content does not conform to the contract, the consumer is entitled to require that the trader repairs or replaces the digital content. They can also be entitled to a reduction in price. These two types of remedy are similar to some of those available to consumers of goods, with the notable difference that there is no right to reject digital content as there is when goods do not conform to with the contract (except where the digital content is included in goods – see section 16). The way the remedies fit together is also similar to the goods provisions- if the consumer asks for the digital content to be repaired or replaced, a trader must do so within a reasonable time and without causing significant inconvenience to a consumer. Here, there is a difference compared to the corresponding sections in relation to goods: for goods there are strict limits on the numbers of repairs or replacements a trader can provide (section 24(5)(a) sets out that after one repair or one replacement the trader must offer the consumer some money back). This is because it is the nature of some forms of digital content (such as games) that they may contain a few “bugs” on release. Some consumers will request repairs in relation to the bugs whereas, for the majority of consumers, the same bugs will be fixed by updates which they agreed to in the contract but did not specifically request. Restricting the number of repairs could create an incentive for some consumers to report minor problems with the digital content in order to accumulate a target number of ‘repairs’ and thus proceed to a price reduction. A strict limit on the number of repairs allowable could therefore have the effect of restricting the availability of this type of product or raising its cost to consumers. However, it is possible that a consumer will be caused “significant inconvenience” after a single repair or replacement.

194.Where digital content fails to meet the quality standards because of a problem with the consumer’s device or with the delivery service supplied by an independent trader with whom the consumer has contracted (e.g. ISP, mobile network provider, cable provider), T would not be liable for the failure to meet the quality standards as that trader (T) cannot be at fault in any way for the problem and has no way of rectifying it. If the problem is with the consumer’s network access provider, then this service provider is liable under the services provision of the Act if, for example, the service is not provided with reasonable care and skill (see Chapter 4). However, where the digital content fails to meet the quality standards because of a problem for which T or an intermediary in the contractual control of T (either directly or indirectly) is responsible, then T will be liable. This is similar to the rules on the passing of risk for goods (section 29) which provide that the trader carries the risk for the goods purchased until they come into the physical possession of the consumer, unless the delivery is arranged by the consumer in which case the consumer takes the risk for the delivery of the goods.

If the game was bought less than 2 weeks ago and was played for less than 2 hours, refunds should automatically go through unless your account is flagged for abusing the system.

If you are past either of those, you can still get a refund, you just need to follow the steps given to get to a human and ask them.

Originally posted by Bregott Extrasaltat:

CRA does in fact take precedence over any policy. If goods are faulty then the retailer needs to repair or replace.

Is it Kerbal Space? if so, the game is not faulty, actually 2702 was playing it the last 24 hours.
https://steamcharts.com/app/220200

Again, if it's Kerbal Space, you need to find the fault on your system.

If your playtime is less the 2 hours withing 14 days you can get a refund, outside that, it's up to the Steamsupport to decide if you can get a refund.

/Have a nice day.,

Originally posted by Bregott Extrasaltat:

Been a customer for nearly 22 years

Irrelevant, length of time on steam doesn't get you special treatment, every customer is treated equally

Originally posted by Bregott Extrasaltat:

spent 7.5 thousand dollars

Irrelevant, amount spent on steam doesn't get you special treatment, every customer is treated equally

Originally posted by Bregott Extrasaltat:

and they don't want to refund 2.49 for a game that crashes on start when I play. Total play time less that 5mins.

Yeah but how long did you own it before requesting the refund? Its not just playtime.

Originally posted by Bregott Extrasaltat:

I am a UK resident. I quoted the amount in USD because that's what the report says when you look at the information about your account when logged into steam.

CRA does in fact take precedence over any policy. If goods are faulty then the retailer needs to repair or replace.

There is basically no game on steam that would meet the condition of being "faulty", its a common misconception people have that any game that doesn't work on their PC is faulty. The nature of software means there will be some people who can't run a game that works fine for others.

In order to be faulty it will require court action to prove the product is faulty, very few games meet the threshold to be declared faulty, and in the past when such a game has been released Steam often offers mandatory refunds.

Originally posted by Bregott Extrasaltat:

Does anyone know where to direct a UK CRA claim?

Valve are trying to assert via what looks like to be auto-responses to a refund request that their policy overrides their obligation to repair or replace under the law. Been a customer for nearly 22 years and spent 7.5 thousand dollars and they don't want to refund 2.49 for a game that crashes on start when I play. Total play time less that 5mins.

Way to kill any good will.

You do realizeb that only applies to pooducts where it can be shown that the problem is inherent in the product's manufacture as opposed to user environment, right?

In otherwords you're gobnna have to show actual evidence that it's the software that's not working Which is gonna be hard if say 99% of the other users have no problem.

One of the quirks of digital distribution is that it kinda eliminates manufacturing errors entirely. Everyone gets the same bits and bytes downloaded. Believe me when I say it that if there's a scenario where even more than 20% of a userbse is triggering a critical bug the dev/pubs themselves are gonna yank that ♥♥♥♥ off the stiore and issue refunds.

But as said you can try a manual ticket. If they say no. That's it.

Originally posted by Bregott Extrasaltat:

Does anyone know where to direct a UK CRA claim?

Valve are trying to assert via what looks like to be auto-responses to a refund request that their policy overrides their obligation to repair or replace under the law. Been a customer for nearly 22 years and spent 7.5 thousand dollars and they don't want to refund 2.49 for a game that crashes on start when I play. Total play time less that 5mins.

Way to kill any good will.

Length of service has zero relevance. The refund policy applies to all.

Valve refunds EU and UK citizens the same as everyone else if you are within the refund limits. The Right of Withdrawal (EU, UK) means you are not entitled to a refund at all.

The refund limits are: WITHIN 2 weeks of purchase AND with LESS than 2 hours playtime for automatic refunds. Both conditions must be met.

Your last purchase was July 1st so a game you purchased during the summer sale (June 26th to July 10th) and looking at your recent activity you are referring to Kerbal Space Program BUT you waited until August 27th to play it.

Originally posted by Bregott Extrasaltat:

I am a UK resident. I quoted the amount in USD because that's what the report says when you look at the information about your account when logged into steam.

When you are logged into Steam it shows the currency symbol based on your store region. I am from the UK i see £ symbol.

Originally posted by Bregott Extrasaltat:

CRA does in fact take precedence over any policy. If goods are faulty then the retailer needs to repair or replace.

Crashing on your PC does not constitute broken under Consumer Law as you have to prove it is broken for all. No one can play it.

And finally when you make a claim under the CRA (within 30 days of purchase) you have to be truthful - Purchased on, played for, what the refund limits are and when you applied for the refund. They require all that information and the outcome would be - Valve did not break UK Consumer Law.

Originally posted by Bregott Extrasaltat:

Does anyone know where to direct a UK CRA claim?

Valve are trying to assert via what looks like to be auto-responses to a refund request that their policy overrides their obligation to repair or replace under the law. Been a customer for nearly 22 years and spent 7.5 thousand dollars and they don't want to refund 2.49 for a game that crashes on start when I play. Total play time less that 5mins.

Way to kill any good will.

Ah yes, "The game doesn't work on my system, therefore it's broken, and if it's broken it falls under my interpretation of this law and I'm going to ignore anything else that disagrees with my overall interpretation." In short this isn't a new trope, and it's almost always self-serving nonsense by the user.

Also, I gotta say, my account is almost as old as yours and I've spent even more money on games. But the real difference between you and I don't believe those details negate clearly stated store policies, or other things you've agreed to, at your convenience.

If you decided to negate twenty two years of service, over a $2.49 game, because the refund policy is being applied to you, that's on you. You chose to overreact like that.

Originally posted by Bregott Extrasaltat:

I am a UK resident. I quoted the amount in USD because that's what the report says when you look at the information about your account when logged into steam.

CRA does in fact take precedence over any policy. If goods are faulty then the retailer needs to repair or replace.

The trick is, your opinion of what's faulty may not align with expert opinions. This is a detail users are quick to latch onto, and they seem to operate under the belief that if they can construct a grammatically correct sentence that it also aligns with reality and becomes objective fact.

If the game were faulty, I'd expect it wouldn't run a majority of systems. And given the nature of PC gaming it not running on your system has more possible explanations than "the game is faulty or broken".

And frankly it's a bit confusing too. Your account is twenty two years old and you act like you've never run into any kind of technical issue before. Everything has always worked perfectly? You've never had to troubleshoot anything? I mean that's amazing good luck, but at some point luck runs out. So, belatedly, I say "welcome to PC gaming". It's a great platform, very powerful, but that power comes with responsibility and the barrier to entry can be a bit higher than consoles sometimes. Sorry you're just learning that today.

You understand how to make a Consumer Rights Act claim but can't do a simple Google search...

It is literally a few clicks, not that it will do you any good as to make a Consumer Rights Act claim it must be made within 30 days.

Send in a manual refund request.

Support --> Purchase --> Select game purchase --> I have a question

If they say no however, it will be the final answer.

Owned for nearly 2 full months...

Don't buy games in bulk during big sales events if you are not going to pay attention to how long you have owned them before trying to play them.

Originally posted by cSg|mc-Hotsauce:

Owned for nearly 2 full months...

That explains the automatic denial, yeah, OP should troubleshoot that game. 95% positive rated game, should be as few people with issues as possible with that kind of rating.