Page:Australian Competition and Consumer Commission v Valve Corporation (No 3).pdf/90



Username-Macsak88

310 A response was received on 2 May 2013 by "Support Tech Cannon" as follows:

Hello Caleb

The regulations you are citing do not apply to digital distribution subscriptions, electronic games, or downloadable content.

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

Please contact the developer's support and troubleshoot the issues you are having.

311 Mr Miller sent a further message that day on 2 May 2013 as follows:

Hello

I know that I installed and tried to use these products. That's how I know they don't work, please re-read my initial support submission.

I did not notice any clause saying that digital downloads were excluded from these laws. In Australia law, you are definitely in the wrong, hopefully the FTC will find the same. The issue isn't my creditability. They don't work. I'm unable to play them. I've got 140 steam games, 5 of which don't work. That's about 3% right? I wonder if the 3% of your entire catalog [sic] doesn't function for other customers? Let's say you've sold 10 million games, that's 300,000 products that don't function - 3% of your customers are unsatisfied, possibly having to deal with your terrible support department, basically being stolen from, in that they can't use products you've sold them. If they were to band together and sue it would be in the hundreds of millions of dollars area. Under Australian law, we have the ACCC who would do that for us, they are unsure how much pull they would have on an American company. If I get this into the Australian news would that have any affect on your immoral if not unlawful policies?

Obviously that huge amount of customer dissatisfaction doesn't scare you, but I'm surprised you just don't care about doing the right thing. It blows me away to see this level of customer service from such a large company. I'm a great customer, owning over a hundred of your products. Yet you are trying to weasel out of refunding products that don't work, even to repeat customers. You are trying to quote that laws of customer protection don't apply to you thanks to the mediums you use and the country you are in. Is your CEO aware that his company does this? Are you aware that your customers don't know you don't give refunds until they try to get one? Can you see how immoral and (i pray) unlawful that is?

What's stopping you from just doing the right thing?

Caleb

312 On 3 May 2013, a response was sent by "Support Tech Cannon" as follows:

Hello Caleb

Unfortunately, we will be unable to assist you further with this issue.

Thank you for contacting Steam Support.