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TL;DR Dead Island was removed from my Steam Library. After many months and many messages sent to Steam Support, someone finally budged and told me that my CD Key was removed at the publishers request. My friends copy of Dead Island was also removed from his Steam Library. I wish Steam users would see that while Steam is mostly great, it has a major flaw, Steam Support. Users deserve better.
Gonna go ahead and summon a wall of text now:
Awhile ago I made a post about my copy of Dead Island suddenly vanishing from my Steam Library here on reddit. Most redditors that read my post did not side with me and went on to say either A)It was my fault. B) Sucks what happened but Steam isn't wrong and they handled the situation as they should have. I can't find the original post, I made it on another reddit account that I deleted. I won't blame those people, they were probably right about a few things and who wants to believe some fool on the internet talking negative on a service you love anyways? I only supplied what I knew at the time and it wasn't enough information to go on. The updated information I have now is from my personal account with absolutely no solid proof that any of this actually happened. Maybe I'm just some guy on the internet looking for sympathy and possibly a free game! I'm not that guy but I'm sure that would cross someones mind. I'm mostly sure the majority will probably tell me I'm still wrong, this is fine, my hope is that in the long run this post somehow adds to the effort of Valve realizing that Steam users deserve better customer service. Let me explain what happened:
At the end of January this year, I realized that my copy of Dead Island had been pulled from my Steam Library. I did not receive any notice of this and I'm not sure why it's not a requirement for Steam to contact the user when a game is removed from that users library, but I suppose as a Steam user, it's just something you accept because that's how it is. I contacted Steam Support right away, they told me I need to provide my cd-key as proof. Unfortunately I'm not sure what happened to my Dead Island game case, so essentially I was screwed.
The frustrating part was that Steam Support couldn't even tell me what had happened. I've always been taken care of by customer support from other companies, Steam Support was unaccommodating and made it clear that they wouldn't help me or even give me insight in to what happened unless I provided proof. Keep in mind, I'm not some guy without any games on his Steam account trying to score a free copy of Dead Island. I have over 100 games in my Steam Library. My problem with that? I've spent a considerable amount of money on games and they are all tied to my Steam account. Steam Support sucks, undoubtedly Valve makes a lot of money with the platform, why is a ticket-based support system the best they can do? I can tell you that when you have an issue with Steam and you are forced to wait 48 hours for your first response, it's incredibly frustrating.
Anyways, it's been a few months now but just a couple days ago, my friend messaged me and he tells me that his Dead Island is now missing from his account as well. We actually went to Frys Electronics and bought our copies at the same time, which might explain a thing or two, but more on that later. Fortunately, I think Steam Support may help my friend out, he has his cd-key handy. In light of my friend discovering his Dead Island is missing, I decided to try my luck with Steam Support once again, here is what they replied with:
Hello Finecisrad,
Thank you for contacting Steam Support.
Your CD Key for this game has been revoked at the request of the publisher.
You will need to contact the seller for further assistance.
Let us know if you have any further questions or concerns.
So Steam Support gave me a different response from the usual 'Please provide CD Key'. I must admit, even though I don't have my game back it was nice to receive a different response. While you might be quick to let Steam Support off the hook after reading the response, I would still say Steam Support needs to change and we as loyal users deserve better. I've never experienced customer service like this, even with all the hate on services like Origin, I would still take their customer support over Steam Support. At least on Origin you feel like are talking to a person that is at the very least, sympathetic and willing to help you with your situation. With Steam Support it was just a wee bit more productive than talking to wall. I don't suppose contacting Fry's Electronics will be worth the effort 'Hey uhh... so awhile ago I bought a game from you guys and now Steam, a digital distribution platform which is required to use with said game, has now removed the game from my digital library at the request of the publisher of the game. Can I have my money back?' Somehow I don't this will work.
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