Spent 6+ hours trying to get a game to run on Linux Mint, denied refund after giving up.

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Elana 11 月 19 日上午 1:07

Spent 6+ hours trying to get a game to run on Linux Mint, denied refund after giving up.

So, during this November sale, I spent over $65 to get Trains Simulator 2022, and several pieces of DLC.

After focusing on the troubleshooting and not the ticking clock for a refund, customer service has denied my request despite the fact the game freezes both in the main menu and the content manager.

I was given the canned response by my support request of "As for the technical troubleshooting or related issues, please contact the game's support team as they are best equipped to resolve any issues you are experiencing with their product." N3V games does NOT give any support to linux users, which is typical of windows developers.

The very fact that I cannot get support for the game, and it is now acting as a $65 paperweight is the very reason that I am requesting an exception to the policy.

Games that fail to function properly have been refunded in the past when the attempt has been made to troubleshoot the issue, only to go over the 2 hour window in the attempt. I simply request the same steps be taken this time as well. The included screenshots shown in the support ticket show indisputable proof that the game WILL NOT function on my system. The first instance of this happened within minutes of the first launch.

Dead on arrival purchases should be exempt from the 2 hour window if the issues cannot be resolved. I have effectively paid for services not rendered.

I was planning on putting the refunded money towards getting the new steam frame headset when it releases, but if I cannot even get the money returned to my steam wallet, I will need to seriously reconsider the idea of purchasing this. This is in addition to the situation being the equivalent of selling me a cracked or severely scratched game disc.

最后由 Elana 编辑于; 11 月 19 日上午 1:32

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正在显示第 1 - 13 条，共 13 条留言

Faedrill 11 月 19 日上午 2:08

You tried to play the game on a unsupported OS (it should run with proton) and you decided to go over the 2 hour limit.

How is this a "Dead on arrival purchases" and while should they make a exception?
There are no special circumstances it was purely bad decisions from your side.

Make a manuel ticket and hope for a different answer.
Support -> Purchase -> Select purchase -> I have a question

Supafly 11 月 19 日上午 2:09

Steams system only see the game was running, nothing more. You can try a manual request but there is no guarantee when your 6 hours is 3 times the limit. I've troubleshooted games in the past and nowadays I keep an eye on the time to ensure I do not exceed the 2 hour time limit

Elana 11 月 19 日上午 2:15

引用自 Faedrill：
You tried to play the game on a unsupported OS (it should run with proton) and you decided to go over the 2 hour limit.

How is this a "Dead on arrival purchases" and while should they make a exception?
There are no special circumstances it was purely bad decisions from your side.

Make a manuel ticket and hope for a different answer.
Support -> Purchase -> Select purchase -> I have a question

I already made a manual ticket, the request was requested there too.

As for the exception, I strongly feel that troubleshooting issues that run overtime should be a valid exception to the 2 hour rule. Steam tracks how long the program was active, not actual play time. It doesn't matter to the timer if you are repeatedly looking at frozen windows while trying to go through the process of troubleshooting, or if you have managed to get past it and made it playable, which I have not.

最后由 Elana 编辑于; 11 月 19 日上午 2:15

Aluvard 11 月 19 日上午 2:31

It's not. If you've spent 1 hour and game still has problems, you should refund it. You went over refund limit.

Faedrill 11 月 19 日上午 2:46

引用自 Elana：
引用自 Faedrill：
You tried to play the game on a unsupported OS (it should run with proton) and you decided to go over the 2 hour limit.

How is this a "Dead on arrival purchases" and while should they make a exception?
There are no special circumstances it was purely bad decisions from your side.

Make a manuel ticket and hope for a different answer.
Support -> Purchase -> Select purchase -> I have a question
I already made a manual ticket, the request was requested there too.

As for the exception, I strongly feel that troubleshooting issues that run overtime should be a valid exception to the 2 hour rule. Steam tracks how long the program was active, not actual play time. It doesn't matter to the timer if you are repeatedly looking at frozen windows while trying to go through the process of troubleshooting, or if you have managed to get past it and made it playable, which I have not.

Still your fault.
It was your decision to run the game on a unsupported OS.
It was your decision to go over the 2 hour limit.

Now you have to accept the consequences of your decisions.

Elana 11 月 19 日上午 2:56

引用自 Faedrill：
引用自 Elana：
I already made a manual ticket, the request was requested there too.

As for the exception, I strongly feel that troubleshooting issues that run overtime should be a valid exception to the 2 hour rule. Steam tracks how long the program was active, not actual play time. It doesn't matter to the timer if you are repeatedly looking at frozen windows while trying to go through the process of troubleshooting, or if you have managed to get past it and made it playable, which I have not.

Still your fault.
It was your decision to run the game on a unsupported OS.
It was your decision to go over the 2 hour limit.

Now you have to accept the consequences of your decisions.

And valve will have to accept that I will nolonger give them the benefit of the doubt regarding leniency due to technical issues, nor will I be buying anything from them in the near future.

They are depriving me of what I paid now, in return it will be quite some time before I consider buying anything else, this will more than likely result in loosing several times over what they have effectively stolen from me.

最后由 Elana 编辑于; 11 月 19 日上午 2:58

Supafly 11 月 19 日上午 3:09

引用自 Elana：
引用自 Faedrill：

Still your fault.
It was your decision to run the game on a unsupported OS.
It was your decision to go over the 2 hour limit.

Now you have to accept the consequences of your decisions.
And valve will have to accept that I will nolonger give them the benefit of the doubt regarding leniency due to technical issues, nor will I be buying anything from them in the near future.

They are depriving me of what I paid now, in return it will be quite some time before I consider buying anything else, this will more than likely result in loosing several times over what they have effectively stolen from me.

The refund policy is clear, you agree to them when you make a purchase. If you were a little over the less 2 weeks and less 2 hors criteria they do make exceptions but you are 3 time the 2 hours allowed. Its on you. Steam are not going to make an exception for you because everyone gets the same treatment and that would mean they'd have to do the same for all of us.

Steam see the .exe is running that is it, nothing more. Exe was running for 6 hours and for all Steam systems knows you played the game for 6 hours

Elana 11 月 19 日上午 3:13

引用自 Supafly：
引用自 Elana：
And valve will have to accept that I will nolonger give them the benefit of the doubt regarding leniency due to technical issues, nor will I be buying anything from them in the near future.

They are depriving me of what I paid now, in return it will be quite some time before I consider buying anything else, this will more than likely result in loosing several times over what they have effectively stolen from me.

The refund policy is clear, you agree to them when you make a purchase. If you were a little over the less 2 weeks and less 2 hors criteria they do make exceptions but you are 3 time the 2 hours allowed. Its on you. Steam are not going to make an exception for you because everyone gets the same treatment and that would mean they'd have to do the same for all of us.

Steam see the .exe is running that is it, nothing more. Exe was running for 6 hours and for all Steam systems knows you played the game for 6 hours

None of this changes the end result, or my response.

I am not asking for an exception just for myself, everyone with provable troubleshooting issues should be afforded the same exception.

TopDog 11 月 19 日上午 4:45

either way you look at it, the game only supports windows. refund is 2 weeks and 2 hours. not just the one or the other. if you played more then that, then you pretty much stuck with it, yes you can try manual, but if it was maybe a few minutes over 2 hours, they might give you the refund but i highly doubt if its 4 hours over.

With Linux, if there is not a linux version of the game, then you have use Valve steam proton, or one of the other software like WINE to try get the game working on linux

Supafly 11 月 19 日上午 4:52

引用自 Elana：
引用自 Supafly：

The refund policy is clear, you agree to them when you make a purchase. If you were a little over the less 2 weeks and less 2 hors criteria they do make exceptions but you are 3 time the 2 hours allowed. Its on you. Steam are not going to make an exception for you because everyone gets the same treatment and that would mean they'd have to do the same for all of us.

Steam see the .exe is running that is it, nothing more. Exe was running for 6 hours and for all Steam systems knows you played the game for 6 hours
None of this changes the end result, or my response.

I am not asking for an exception just for myself, everyone with provable troubleshooting issues should be afforded the same exception.

And I can't support that since Steam only sees the game is running, nothing more. mI've been where you are, I didn't get an exception I learnt that mistake and now I don't waste lots of time trouble shooting. I close a game to research try something then close it. I spend no more than 2 hours, real time troubleshooting a game and have sometimes refunded a game with less than 30 minutes played.

#10

Faedrill 11 月 19 日上午 4:54

引用自 Elana：
引用自 Supafly：

The refund policy is clear, you agree to them when you make a purchase. If you were a little over the less 2 weeks and less 2 hors criteria they do make exceptions but you are 3 time the 2 hours allowed. Its on you. Steam are not going to make an exception for you because everyone gets the same treatment and that would mean they'd have to do the same for all of us.

Steam see the .exe is running that is it, nothing more. Exe was running for 6 hours and for all Steam systems knows you played the game for 6 hours
None of this changes the end result, or my response.

I am not asking for an exception just for myself, everyone with provable troubleshooting issues should be afforded the same exception.

What other product (non games) would you buy and trying to fix for 6 hours?

I know i wouldnt spend more then 1-2 hour to fix a newly bought product no matter what it is.
If it doesnt work out of the box i check for user error, then the internet/support for a solution and if other have the same problem.
If it doesnt work after 1-2 hour or a lot of people have the same and other problems it goes back.

引用自 Elana：
引用自 Faedrill：

Still your fault.
It was your decision to run the game on a unsupported OS.
It was your decision to go over the 2 hour limit.

Now you have to accept the consequences of your decisions.
And valve will have to accept that I will nolonger give them the benefit of the doubt regarding leniency due to technical issues, nor will I be buying anything from them in the near future.

They are depriving me of what I paid now, in return it will be quite some time before I consider buying anything else, this will more than likely result in loosing several times over what they have effectively stolen from me.

Sorry to tell you that but Valve doesnt even know you exist.

They didnt steal anything from you. You still have the game and you will keep the game.
It was your decision to go over the limit for a guaranteed refund.

The game also works on linux with proton according to some users in the forum.

#11

Snivy 11 月 19 日上午 5:31

So you're mad that the rules, that apply for everyone, cannot be bend in your favor? O-kay? Sorry that Valve won't make an exception over all the other 100 of bogus refund requests that they probably deny on the daily.

Also why did you feel the need to announce that you are gonna refrain from buying on Steam in the future? We don't care and Valve for sure won't care either.

#12

nullable 11 月 19 日上午 5:33

引用自 Elana：
引用自 Supafly：

The refund policy is clear, you agree to them when you make a purchase. If you were a little over the less 2 weeks and less 2 hors criteria they do make exceptions but you are 3 time the 2 hours allowed. Its on you. Steam are not going to make an exception for you because everyone gets the same treatment and that would mean they'd have to do the same for all of us.

Steam see the .exe is running that is it, nothing more. Exe was running for 6 hours and for all Steam systems knows you played the game for 6 hours
None of this changes the end result, or my response.

I am not asking for an exception just for myself, everyone with provable troubleshooting issues should be afforded the same exception.

No, you just want the two hour rule to change to six hours because that would be convenient in your situation. You agreed to the refund policy. Wanting the rules to change to benefit you after the fact is hardly a new concept. It's also not a very good argument, at least no one else's mental gymnastics have resulted in policy changes. So good luck with your futile self-serving noise.

Although your best bet is to abide by the refund policy terms in the future.

#13

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发帖日期： 11 月 19 日上午 1:07

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