Refund/Support Request Falls on Deaf Ears?

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ashes999

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Hi,

I opened a refund request through the RPG Maker website "support" feature.  I have clocked in about 30 minutes of MV on Steam, and I haven't activated my key.

It's now been at least three business days, and I haven't received any reply.

Is there some sort of escalation or clarification process?
 

wizaerd

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If you want a refund of a Steam app, you gotta request it through Steam... RPGMakerWeb has no control over Steam.
 

ashes999

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I purchased it through this website, not steam.
 

Andar

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No - you need to keep in mind that Degica is a small company, and even at regular times you're asked to wait three business days after a ticket for an answer - in times like these (directly after a big software release) it may take them a bit longer to answer.

That said, it could also be that your ticket got lost - that's why they usually say that you should ask in the forum after three days without a response.

Someone from Degica will see this and check your ticket/respond to you directly.
 

Deckiller

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Hi there! I actually send off the refund request yesterday so it should be processed today. Sorry for any delay!
 

ashes999

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Hi,

Thanks, I really appreciate the reply. Sorry, I didn't realize the "2-3 business days" was not a worst-case "panic if you didn't hear from us by then" value.
 

Deckiller

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Usually we answer all tickets within 48 hours. Sometimes a reply or a ticket does get lost in the mix, though, which is why we also double check the forums here to make sure everyone is attended to. :)
 
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