Page:Australian Competition and Consumer Commission v Valve Corporation (No 3).pdf/83



Hi

My support ticket requesting a refund or store credit for X-Rebirth was closed by Support Tech Robbie on Fri 6th Dec 2013 11.00am.

See http://support.steampowered.com/view.php?ticket=4325-YUOL-7064. Having my refund request denied is unacceptable due to the technical condition of the software. As previously stated the ACCC has confirmed that I have a fair reason to obtain a refund for this software. Please review the decision.

286 On 12 December 2013, Mr Phillips lodged a written complaint with the US Federal Trade Commission, but he never received a reply to that complaint.

287 Also on 12 December 2013, a response was sent by "Support Tech Robbie" as follows:

288 Mr Miles. Mr Miles is a 31 year old computer programmer and software developer. He was in New South Wales at the relevant times. He has played video games since he was 8. He participates in tests for new games and often plays games around 3 times a week. On 28 June 2013, Mr Miles purchased a video game called "Legends of Dawn" on Steam for US $15.99. After downloading the game, Mr Miles discovered that (i) the frame rate at which the game ran was too slow to make the game effective, (ii) the game frequently paused for a split second in game play, and (iii) the game would crash randomly and at different times and locations in the game. Mr Miles tried to play the game for a couple of weeks but found that the game was "virtually unplayable". On 8 July 2013, he downloaded a patch for the game but experienced the same problems.

289 On 16 July 2013, Mr Miles sent a written complaint to Steam via the online Steam Support about "Legends of Dawn" as follows: