The offer was through Midnight Sunday night, so once it was Monday, that offer was expired. I believe they actually left the refund option available until mid-morning...
Monday morning, to catch any stragglers. It sounds like you didn't see the next Tweet a couple hours later that said "we've asked Valve to allow self-refunds this weekend. They are awesome to work with. We'll let you know more as we do.". If you didn't see any of it until Monday, then I apologize that you missed it altogether. Please bear in mind that this refund offer was temporary and a special case that was worked out with Steam. As I'm sure you're aware, Steam's refund policy that you agree to when you purchase from them is no refunds (as is ours and most of the software industry).
Any suggestions we provided regarding your computer were absolutely necessary as a starting point to troubleshoot, especially the video drivers. We need to make sure everything else is in order before we start exploring game issues. However, the reason further compensation is being denied in this case is because if you were having trouble with the game, we need to be contacted when it starts. People can have technical issues with any software for countless reasons on the developer's side and the end-user's. As I stated previously, if we had a service record showing documented troubles over an extended period of time, we'd be happy to discuss a time credit regardless of who's fault it was. In this case we don't have that.
Greetings,We have built in controls to ignore players when conflict arise which are simple and effective to use.We also investigate and take action against any inappropriate behavior on our forums if reported.Players are also encouraged not to interact with others if they have previous disputes, as...
this is how these issues typically escalate.We do not remove or reserve names from other players. Names are changed or blocked at the discretion of Daybreak Games if they are found to violate our terms of service.Regards,Daybreak Games
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Steam's refund policy is irrelevant, as they have clearly stated that they had a "No questions asked" refund policy through Monday, January 19th. I requested a refund on Monday, January 19th at approximately 8am CST and it was declined. The offer is, quite clearly, stated as being valid until Monday and nothing the company has said indicates this offer expired at Midnight on Sunday. This whole thing is ridiculous, and the refund request should have been honored from the beginning.
[redacted]
We are very often willing to compensate game time for technical issues. However, we typically only do this dated back to the beginning of a support ticket (when the customer made us aware of their issue) and the customer is responding regularly and attempting the steps we suggest. I see...
in your support contact dated October 10th that you resolved your issue by making highly advisable changes to your system. I'm glad you installed the 64 bit version of Windows, as you are now able to utilize the full 8 gigs of RAM you have installed. I would also guess when you did this upgrade, you ended up with a driver much newer than the 2 year old one you were running before. Updating video drivers is basically Step 1 for many technical issues we run across. It's not always the answer, but crashing is exceedingly common with drivers that far out of date.
Having said that, I'm sorry it took so long for us to give you our first response on that support ticket. That is extremely out of the ordinary and not the service level we typically run at. I've credited two weeks to your account for that wait.
The offer was through Midnight Sunday night, so once it was Monday, that offer was expired. I believe they actually left the refund option available until mid-morning...
Monday morning, to catch any stragglers. It sounds like you didn't see the next Tweet a couple hours later that said "we've asked Valve to allow self-refunds this weekend. They are awesome to work with. We'll let you know more as we do.". If you didn't see any of it until Monday, then I apologize that you missed it altogether. Please bear in mind that this refund offer was temporary and a special case that was worked out with Steam. As I'm sure you're aware, Steam's refund policy that you agree to when you purchase from them is no refunds (as is ours and most of the software industry).
Any suggestions we provided regarding your computer were absolutely necessary as a starting point to troubleshoot, especially the video drivers. We need to make sure everything else is in order before we start exploring game issues. However, the reason further compensation is being denied in this case is because if you were having trouble with the game, we need to be contacted when it starts. People can have technical issues with any software for countless reasons on the developer's side and the end-user's. As I stated previously, if we had a service record showing documented troubles over an extended period of time, we'd be happy to discuss a time credit regardless of who's fault it was. In this case we don't have that.
Greetings,We have built in controls to ignore players when conflict arise which are simple and effective to use.We also investigate and take action against any inappropriate behavior on our forums if reported.Players are also encouraged not to interact with others if they have previous disputes, as...
this is how these issues typically escalate.We do not remove or reserve names from other players. Names are changed or blocked at the discretion of Daybreak Games if they are found to violate our terms of service.Regards,Daybreak Games
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Steam's refund policy is irrelevant, as they have clearly stated that they had a "No questions asked" refund policy through Monday, January 19th. I requested a refund on Monday, January 19th at approximately 8am CST and it was declined. The offer is, quite clearly, stated as being valid until Monday and nothing the company has said indicates this offer expired at Midnight on Sunday. This whole thing is ridiculous, and the refund request should have been honored from the beginning.
[redacted]
We are very often willing to compensate game time for technical issues. However, we typically only do this dated back to the beginning of a support ticket (when the customer made us aware of their issue) and the customer is responding regularly and attempting the steps we suggest. I see...
in your support contact dated October 10th that you resolved your issue by making highly advisable changes to your system. I'm glad you installed the 64 bit version of Windows, as you are now able to utilize the full 8 gigs of RAM you have installed. I would also guess when you did this upgrade, you ended up with a driver much newer than the 2 year old one you were running before. Updating video drivers is basically Step 1 for many technical issues we run across. It's not always the answer, but crashing is exceedingly common with drivers that far out of date.
Having said that, I'm sorry it took so long for us to give you our first response on that support ticket. That is extremely out of the ordinary and not the service level we typically run at. I've credited two weeks to your account for that wait.