Steam Support Scandal!

You sure it wasn't just a free weekend? Because that pattern suggests it was something like that.

all i can say is( and i have been to the support like 1 time for TONS Of time ) make simpler statements( almost like 1 liners )

and as far as i know they dont do refunds that easily... maybe you should be asking for what you paid

ps. send them a Screenshot of the receit that you have on your email, and highlight that It had the base game!

I've gotten a refund from steam one time and they basically told me the refund was a once in a lifetime thing ;P back during that whole Force unleashed Shenanigans

from the steam news thing it seams like the base game being added to it would have been an error
http://steamcommunity.com/games/265830/announcements/detail/165825431258136400
also why do you have screen shots from when you first installed the game anyways?

Also, its not that unusual to sell a Collector's/Deluxe/Special Edition as a standalone purchase that does not include the base game, so people can upgrade their existing base game with the bonus content/items.

i think u need contact Nowhere Studios first

According to steamdb, the package originally included base game, so it probably displayed like a standalone package on store page (i.e. no "Downloadable Content: This content requires the base game Monochroma on Steam in order to play." message). This is disturbing. I could fall for this ruse and buy the pack too. I wonder if I should start printing store page contents to pdf when I buy the packages, to serve as proof of "provided merchandise does not meet seller description" clause, just in case.

Well, i think you own is only "Collector edition content" not the game, i guess it was their mistake to put the base game there.

I've dealt with Steam Support a few times and as long as you keep a few rules,your issue has a much bigger chance to be actually resolved:

1. Write in decent looking(=grammar,spelling,pronunciation,spacing) English. If you can't,get someone to do it for you. Bad English may not convey your messages as you intend them to.
2. Keep it clean,clear and simple. Don't repeat things you already said. Make your message as short as possible. Only post relevant attachments.
3. Always stay polite. Never,ever lose your composure.
4. Try to cooperate with the support member rather than making demands.

Again,none of those guarantee anything,but they increase your chances. Steam Support is not good support,but either you deal with them or you give up.

I suggest you close the current ticket,wait a day or two,then and open another one that looks similar to this(feel free to copy it or add me if you need assistance):

"Hello,
On 14th August 2014,I have purchased a the Package 'Collector's Edition Content' (http://store.steampowered.com/sub/46577/) Listed under the game 'Monochroma' (http://store.steampowered.com/app/265830/) from the Steam Storefront. This Package Included 2 Items: Monochroma,Collector's Edition DLC. The purchase went through and I was happy with it.

A few days ago,I wanted to play the game,but couldn't find it in my library. When going to the store page,Steam does not recognize me as an owner of the game,despite doing so at a previous date (screenshot #1). I believe the game was revoked from my Library,but I am not sure why nor have I received any notification from Steam about it. I hope that you can help me resolve this issue.

The purchase's transaction ID is <transaction ID goes here>. Also attached is a screenshot(#2) of the receipt I have received in my email when making the purchase.

Thank you."

You need two attachments: First,Screenshot number 3 decensored; Second,a screenshot of your email receipt. List this under issue with Steam,product: Monochroma,Category:Purchases any Payments->Purchase not added to account. Remember to fill out the misc details(Operating System,Account Name,Email for Response,Payment Method,Language).

Best of luck.

This is what I've learned from support (any support, actually)

Assume the person you are talking to cannot read and will not read.

Speak in one liners.

Use the format of this post as an example.

Be clear. Be very obvious as to the problem.

Do not make paragraphs. Clump relevant points like this. Separate everything else.

Huh, you made the same thread yesterday but you didn't get any responses o.o

Well, in the last 3 years, i wrote like, 3,4 tickets. I always get auto-responses. Wonder if there are any people working there or just bots.