Page:Australian Competition and Consumer Commission v Valve Corporation (No 3).pdf/82



I still haven't received a response since I asked for my X-Rebirth refund request to again be looked at. I have noticed that other persons have successfully been awarded a refund for this product. As I mentioned in the previous post I will be happy for a Steam store credit rather than a full refund in cash.

X-Rebirth is still unplayable even after several patches, and in some cases is actually worse. The release quality of X-Rebirth is unacceptable to be called a full final release and professional reviews backup this claim (See: http://wvw.metacritic.com/game/pc/x-rebirth/critic-reviews). Both the official Egosoft (See http://forum.egosoft.com/viewfonum.php?f=127) and Steam (See: http://steamcommunity.com/app/2870/discussions/0/) forums are full of complaints about the release quality from people who have purchased and have attempted to play X-Rebirth. The head developer of Egosoft has also made a public comment about the release status of the game….

Please consider my request as soon as possible. As an Australian consumer my request is fair under my local laws according to the ACCC.

282 On 2 December 2013, a response was sent by "Support Tech Robbie" as follows:

Hello

As with most software products, we do not offer refunds or exchanges for purchases made on our website or through the Steam Client. This includes, but is not limited to, games, Early Access Games, software, gifted or traded purchases, downloadable content, subscriptions, and in-game items/currency.

Please review Section 3 of the Steam Subscriber Agreement for more information. http://www.steampowered.com/index.php?area=subscriber_agreement

Additionally, you installed and played the game purchased in this transaction for 4 hours, in effect using the product.

283 Mr Phillips replied, explaining that he had not played X-Rebirth for 4 hours but, rather, had attempted for 4 hours to make it work. Again, he asked for his request for a refund to be "escalated".

284 On 6 December 2013, a response was sent by "Support Tech Robbie" as follows:

285 On 6 December 2013, Mr Phillips sent a message as follows: