Refund for pre-ordering Elite Dangerous: Odyssey.

Deleted member 275835

D
Koma Pahu said:
Yeah it’s the grey area that most modern businesses take advantage of. They have a legal right to try and rectify the situation. In this situation it makes any refund a “goodwill gesture”. 😬
Click to expand...
Definitely! What constitutes a satisfactory outcome to a complaint is as heavily subjective and personal as the comments about Odyssey on these boards.

I used to work in customer service (for Evil Corp) in a past life and although I was (subjectively) always fair - within the bounds of what company policy allowed anyway, it's likely I'm going to be paying back karma as a customer myself for a few centuries yet. :)
 

lysan

lysan
Oztig said:
No, we just head down to Cambridge with our pitchforks, and burning torches. It's traditional :)
Click to expand...
Yeah we all know how you do...
asterix-strip.jpg
 

Deleted member 275835

D
Well, the good news (for me at least) is Fanatical have refunded Odyssey. I should caveat heavily that they explicitly called this a goodwill gesture as the request was well outside their/Steam's policy, but they're (apparently) referring my feedback about the state of the release to their own higher ups.

For those in the UK (especially if ordering from Fanatical - who are UK based) it may help to quote the 2015 consumer rights act, specifically in reference to where the product is not fit for purpose, as described, and of satisfactory quality; and raising the point that there is no guarantee when or if the game will be patched to a satisfactory state. I also provided evidence in the form of the community response to the joke 'roadmap' and recent negative press. Might not work for everyone, but you lose nothing by trying. Good luck.

Anyway, unless I get really drunk six months down the line and reinstall Horizons - not outside the realms of possibility, I guess - that's me done.

o7 CMDRs :)
 

phoe

P
I've tried twice through Steam and was refused both times despite referring to the Consumer Rights Act 2015, the DLC failing any possible description of "complete", with them quoting my total play time, not the time spent in the DLC.
 

phoe

P
I thought I'd have one more go after poking the best, I mean Steam...

Please refer to ticket HT-QXRK-PTDW-XXXX and a previous one for the same issue.

This "product" is not of merchantable or satisfactory quality under the UK Consumer Rights Act 2015, given that the product does not match the promotional material shown prior to purchase.

You have twice refused to refund, but have incorrectly referred to the total play time of the main game, not specifically use of this broken DLC.

You should note that I have not loaded this DLC since my initial refund request.

If you take note of any game news sites you will know how broken this DLC is, which is why I am entitled legally to a refund.

A refusal to refund is in direct breach of UK Consumer law.

You may also want to refer to the developers own forums where this issue is the largest problem for all users, some having been offered refunds via yourselves.

Refund for pre-ordering Elite Dangerous: Odyssey.

For those who are unhappy with the state of this DLC and the roadmap published today (yesterday), I inform you that I just managed to get a refund for the pre-order through Steam support. Support responded and refunded in less than an hour and 10 minutes. If you want to try to get a refund...
forums.frontier.co.uk forums.frontier.co.uk

I am seriously looking to issue a small claims court action against yourselves over this matter if you deign to refuse. Can you please give me a name and address of a respondent in the UK I can issue court papers to.

Thanks in advance.
Click to expand...
 

Lord Rak

L
Amodin said:
No I mean if you download any update to a game, it's considered play time by their software. This happened to me for NMS. Hours of download time, and hardly any actual played time, but because I went over the designated two hours (I reached well beyond that in download time) they refuse to give a refund.
Been with that trash platform for 15 years, not once have I ever asked for any kind of support or refund from them. I do one time and my experience was less than fruitful.

I'll never, ever, ever purchase another game through Steam at all. I'll do what I've done for so long and get it direct. If they only offer a game I think I will like through Steam, I flat out won't buy it.

For clarification I wasn't trying to refund Odyssey at all, I don't have the issues that some do and have some patience in my years. ;)
Click to expand...
Download is not a play time, for a play time clock to start, you must press Play. Maybe Update but not install and for this game being so messed up and needs to be updated 120 times that is not Steams fault. Try to explain that to Steam support.
 
Last edited:

phoe

P
Another hour, another refusal...

With reference to ticket ID HT-4R77-28HT-XXXXX you are incorrectly refusing a refund for a faulty product based on the play time of the main game, NOT the DLC to which this refund request relates.

You have also failed to tell me to whom I send the Small Claims paperwork in the UK.

Please refer this refund request to your legal team, and send me a copy of your server logs specifically for my use of the DLC (Odyssey) for which I want a refund under the terms of the Consumer Rights Act 2015 (UK).

Please note, this should be referred to your legal team, as your refusal to refund is in breach of my legal rights.

If you are unable to show my usage of the Odyssey DLC specifically exceeded your two hour window once it launched officially you should refund.
 

phoe

P
With regards to the updates, the latest Microsoft Flight Simulator spent ages downloading stuff after you pressed "play" and Steam decided to discount download times as "in game" play.

The updates for Odyssey were delivered the same way (not necessarily via the Steam updater), so this time also should not count as "in game play"
 

phoe

P
Koma Pahu said:

STEAM GAMES UK LIMITED overview - Find and update company information - GOV.UK

STEAM GAMES UK LIMITED - Free company information from Companies House including registered office address, filing history, accounts, annual return, officers, charges, business activity
find-and-update.company-information.service.gov.uk find-and-update.company-information.service.gov.uk
Click to expand...
Interesting, thanks - the correspondence address for the secretary and director are both in the US though, so it's not like I can issue proceedings against them and expect them to turn up to defend their refusal to refund.
 

Vandal71

Vandal71
Ah they can keep my money. I uninstalled Odyssey and don't wish to jump through hoops to get a refund from Frontier. That being said, they won't get another dime from me in ARX or anything else. Unless they can pull off a Hello Games type of miracle in the future. Odyssey doesn't just fail in the technical aspect, in my eyes, the whole game loop is terrible and not likely to be addressed.
 
Last edited:
You must log in or register to reply here.
Back
Top Bottom