You: Base Game owned
Steam: Sells you [Base Game + Expansion]Afterwards: You own Base Game without the Expansion
You: Trying to refund [Base Game + Expansion] (it's a package, remember?)
Steam: Nay, you have played it >2 hours.
I'd disagree. There's no simple way for them to tell if the game itself has been played or not, but they can EASILY see that the "pre-order" part is for the expansion (even if pre-ordering it included the base game), and the expansion hasn't been released yet, let alone played. They should be able to AT LEAST refund the difference.
EX: If base game is $10 and expansion is $10 and Pre-order is $18 with a $2 discount, MelNef should at LEAST be able to get the $8 refunded, if not the entire $18.
Just my opinion.
@OP: Just keep bugging them over and over. Send a ticket several times a day. Eventually a real person will be able to look at it and tell at least this.
EDIT: Sorry, formatting is different on different sites.
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I understand what's going on here. It's just frustrating that this sort of utterly negates the steam refund system in the case of bundles like this, and this bundle is the only way to purchase this particular expansion. :(
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You cannot. Steam support only looks at the playtime and does not read the message. It is, as you have already seen, a proven fact. If maybe Steam support would be more than two interns in half shift (the other half is spent designing the new TF2 hats) and an asthmatic sloth, they could actually spend time with the tickets.
If you were European, you could escalate it to a consumer rights agency, but since consumer rights are sort of a funny joke for the US federal government, I guess you are kinda screwed.
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Since the game in question is ARK—the game that was first to introduce a full-priced DLC during beta—I somehow doubt that the indie publisher already proven to be a greedy enough bastard to possibly earn a spot in the Bethesda management, would do anything to help anyone to refund their game.
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Open a ticket and wait until you can get a real person to review your problem. I'm sure you'll get your refund. I've had things refunded that were over 2 hours of game play, it's not concrete. You will need to wait a while though because of the sale. Good luck.
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Be aware though, that if you succeed, they could remove the whole bundle (including base game which you already owned before) from your library.
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Yep. They seem to have trouble distinguishing which license activation you want removed; then, they'll refuse to correct the matter in any way, so you're always at risk of being put in an even more frustrating situation than before.
Valve could just replace their support pages with a giant image of a middle finger, and we'd mostly be better off for it.
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Which season pass was it ?
DLCs are generally not refundable.
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I've just discovered an error on my part while getting the link for you. While this bundle doesn't include the base game it does include the first expansion, scorched earth. I purchased that expansion at the same time I purchased the base game about a year ago and that's what's causing my refund to be declined, which leaves me in the same position I was. :\ Another interesting thing to note is the expansion pack was removed from the season pass. I'm not sure if it was limited time special or what's the issue there. I've included a screenshot of the refund window for clarity. I was unaware that DLC's were not refundable, that might be part of the problem though I do keep getting declined due to play time.
http://store.steampowered.com/app/708770/ARK_Aberration__Expansion_Pack/
http://store.steampowered.com/app/696680/ARK_Survival_Evolved_Season_Pass/
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No, you're right. Aberation is avaliable via season pass:
ABOUT THIS CONTENT
The ARK: Survival Evolved Season Pass gives you access to three huge expansion packs:
ARK: Scorched Earth (available now):
[photo/content info]
ARK: Aberration (coming November 2017):
[photo/content info]
And a third Expansion Pack arriving Spring 2018!
It appears to only include the two in the thingy, but in the details it does say it includes the expansion that this is about.
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Check http://store.steampowered.com/steam_refunds/?l=english
DLC can be refunded, but cases are specific.
From my understanding, they consider you have consumed Season Pass. Even if you bought first DLC earlier, and that this Season Pass is not considered as a "complete your bundle" bundle but more as a "buy together" bundle that is more or less overriding your previous purchase.
Yes it sucks, and the package presentation itself is quite messy and it doesn't help : the Season Pass bundle contains itself, bundled with one of its content...
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Edited because it's 4am and I derped. The base game is not included in this bundle, the first expansion, which I already owned, is. My initial Problem still stands. Add the game title for clarity.
Hi, little frustrated here. In September I pre-ordered the second expansion for a Ark: Survival Evolved. This expansion was only available as a season pass bundle which included the games first expansion, which I already owned. Due to the inclusion of the first expansion my refund request for this expansion/pass has been denied twice. I purchased the first expansion back in January and have of course played more than 2 hours. I keep trying to politely but firmly make it blindingly clear that the first expansion was purchased long before this second expansion/season pass that happened to include it was. I keep including the receipt and date of the first expansions purchase, which was completely separate and as I said way the heck back in January. How do I fix this? ...Other than not pre-ordering in the first place which I shouldn't have done. :|
I can't seem to get anyone to actually look at the ticket and understand what needs to be refunded. They seem to be glancing at play time and declining it. I was under the impression that pre-order refunds were unconditional but if they're bundled with something you already own then it seems like it's impossible to get one.
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