Are RSC taking me for a ride?

[Bungle73]

Right, what happened was that yesterday I purchased the "Class 31" from Steam because of a statement on RSC's FB page that said the new one was available "now" and it was the only one on Steam at that time. Subsequently I found that it was not the one with the new features that I had, but the old one, and the new one came out today. I sent an email to RSC Support and they denied responsibility, even though it was clearly their fault, and said they would cancel the DLC I have with Steam and issue me with a code for the new version, but they want the "Steam code" for the DLC.

Now I have no idea what code they are on about. The only code I have is the confirmation number in the email I got from Steam and that doesn't appear to be what I want.

Someone on another forum said that they cannot do what they said they would and that they are BSing me. Thoughts?
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They said I would have entered it when I made my purchase, but I didn't have to enter any code, and never have had to.

 

[Alan1310]

No idea about a code I have never had to enter one I would give them another email and ask them to be very very specific. To be fair I have not had the best response for rsc on a number of issues I love the sim by cant say I trust the company
Sorry I can't be of anymore help let us know how you get on mate

 

[Bungle73]

This is what they said in their email:

Although it is regrettable that you may have purchased the wrong one in error, it is not something that we are responsible for, the name and the details of both are different enough, so that it is not that difficult to differentiate between the two.


It appears that you may have looked at the promotional material for the new item and then you purchased the old item by mistake,
if you send us in the steam code for the existing one that you have, we will arrange for it to be cancelled via Steam, we can then also arrange for a replacement code for the newer version BR Class 31, to be sent to you, as a gesture of goodwill.

To which I replied:

I’m not exactly sure what the “Steam Code” is that you require, but my confirmation email had this number in it “xxxxxxxxxxxxxxxxxxx”. If this is not the number that you require please can you tell me where I will find it?

Their answer:

Thank you for contacting the Railsimulator.com customer support, your inquiry has been logged with a member of our dedicated customer support team.

The Steam code would be the number that you entered into your Steam account after you purchased the item from Steam it is usually sent to you in an email when you make a purchase via Steam.


Without the code we will be unable to cancel your existing Class 31, unless we can do that, we will not be able to arrange a replacement code so that you can replace it with the new BR Class 31 pack that was launched today.

I've a good mind to take it to Trading Standards as I've been basically conned into purchasing something which I didn't want.

 

[Kilted_Scot]

I would assume it would be the registration key, steam normally inputs it automatically for you. I will check my steam later to see if there's a way to access them, I am using my phone to post at the moment.

 

[Bungle73]

I would assume it would be the registration key, steam normally inputs it automatically for you. I will check my steam later to see if there's a way to access them, I am using my phone to post at the moment.

Thanks.

 

[Darandio]

Every purchase you make will result in an email being sent to you. Although as said above, Steam will do everything automatically, the email contains a confirmation number, this is what they want as it will be proof you bought the product and are not just sending a new DLC to someone for free. The old DLC will then be removed from your account and if already downloaded, would be unavailable due to DRM. It also wouldn't then reinstall when you verify cache or reinstall.

They are not taking you for a ride, this is actually a case of them being quite good actually, despite having no obligation to do so.

Edit*

Hold on, just saw you did mention that code. Did they specifically reply that they didn't want that one? Also them saying that you wouldn't have entered the code means that this support member literally has no idea about their own product and how it works. This would only be the case if you bought from somewhere such as GreenManGaming.

 

[Bungle73]

Every purchase you make will result in an email being sent to you. Although as said above, Steam will do everything automatically, the email contains a confirmation number, this is what they want as it will be proof you bought the product and are not just sending a new DLC to someone for free. The old DLC will then be removed from your account and if already downloaded, would be unavailable due to DRM. It also wouldn't then reinstall when you verify cache or reinstall.

They are not taking you for a ride, this is actually a case of them being quite good actually, despite having no obligation to do so.

But I already sent them the code I got in the email and apparently it wasn't the correct one, because they didn't say that it was.

And I think they are obligated to because it was their error. This is what was posted on FB:

The classic Class 31 diesel locomotive was a versatile workhorse of the British railway network, and now this Brush Type 2 is available for Train Simulator in BR Railfreight Sector and preserved BR Green liveries.

This was on Tuesday, but the new one didn't come out until today. It says it is "available" but it was not.

 

[Darandio]

This was on Tuesday, but the new one didn't come out until today. It says it is "available" but it was not.

Yeah, I see what you mean. However, as the product is sold on Steam, there is absolutely no obligation to give any refund, there are cases all over the internet. Steam and the publishers have a habit of just passing the buck around.

Keep us updated. I'm going to see what I can find out.

 

[Bungle73]

Yeah, I see what you mean. However, as the product is sold on Steam, there is absolutely no obligation to give any refund, there are cases all over the internet. Steam and the publishers have a habit of just passing the buck around.

RSC are based in the UK, I'm quite sure that means they have to comply with UK law.

Keep us updated. I'm going to see what I can find out.

I will. Thanks. I'm still waiting for a reply from my last email I sent them, in which I forwarded the email I got from Steam, but no doubt they've all gone home by now so I won't hear anything until tomorrow...and then it's a 3 day weekend.

 

[Darandio]

RSC are based in the UK, I'm quite sure that means they have to comply with UK law.

I would have thought so too. But the product isn't sold in the UK. As I said, there are similar cases all over the internet.

 

[Bungle73]

I would have thought so too. But the product isn't sold in the UK. As I said, there are similar cases all over the internet.

For EU Subscribers:

You agree that this Agreement shall be deemed to have been made and executed in the Grand Duchy of Luxembourg and that it is subject to the laws of Luxembourg, excluding the law of conflicts and the Convention on Contracts for the International Sale of Goods (CISG). However, where the laws of Luxembourg provide a lower degree of consumer protection than the laws of your country of residence, the consumer protection laws of your country shall prevail.

http://store.steampowered.com/subscriber_agreement/

 

[Darandio]

Ah, it seems it was revised. At one point, there was nothing of the sort.

Anyway, who I have just spoken to have confirmed that the code in the email is sufficient to quickly track the purchase and remove the DLC from your account. I have actually sent an email myself to get clarification on this.

However, the activation code you will then need is only held by Steam or pre-ordered by third parties that sell the product. As daft as it sounds, you therefore may end up with a wait while RSC obtain a code for their own product.

 

[Kilted_Scot]

When I had a look not all games have a registration key if they do when you right click on them on steam it will say view product/cd key, click on that for the key. Otherwise the original confirmation number you sent should be enough. Hope you get it sorted.

 

[yorkie]

Can acronyms be explained the first time they appear please?

It appears the RS from RSC stands for Rail Simulator, though the product appears to be Train Simulator and I can't work out what the C stands for. I realise out FB means FaceBook, but I don't know what DLC means. Thanks.

 

[Kilted_Scot]

RSC = Railsimulator.com and DLC = downloadable content.

 

[matt]

RSC = RailSimulator.Com (the company name)
DLC = Downloadble content (i.e. add-ons)

 

[Trainfan344]

DLC is DownLoadable Content Yorkie.
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People and the beating me too it.

 

[Bungle73]

Ah, it seems it was revised. At one point, there was nothing of the sort.

Anyway, who I have just spoken to have confirmed that the code in the email is sufficient to quickly track the purchase and remove the DLC from your account. I have actually sent an email myself to get clarification on this.

However, the activation code you will then need is only held by Steam or pre-ordered by third parties that sell the product. As daft as it sounds, you therefore may end up with a wait while RSC obtain a code for their own product.

Thanks.

Maybe this will turn out to be a fuss over nothing. I see what I next receive from RSC.

When I had a look not all games have a registration key if they do when you right click on them on steam it will say view product/cd key, click on that for the key. Otherwise the original confirmation number you sent should be enough. Hope you get it sorted.

There's no option like that that I can find.

Can acronyms be explained the first time they appear please?

It appears the RS from RSC stands for Rail Simulator, though the product appears to be Train Simulator and I can't work out what the C stands for. I realise out FB means FaceBook, but I don't know what DLC means. Thanks.

Sorry.

FB=Facebook

RSC= RailSimulator.com (although I thought that would be obvious seeing as this thread has a "TrainSim" prefix and that is the common intialism for them)

DLC=Downloadable Content, ie add-ons

 

[Darandio]

Thanks.

Maybe this will turn out to be a fuss over nothing. I see what I next receive from RSC.

If you get a reply, a code and then a replacement DLC, then yes.

For me no, there are now far too many cases of poor/wrong/contradictory advice coming from the official support address. I know that several months ago, this was attributed to a new employee learning about the product but that shouldn't be happening now.

 

[Bungle73]

Got en email this morning from a "Miles" from Support:

Dear Graham,

As previously mentioned, in this case, we understand how the confusion may have arisen and we have taken steps to rectify this, so it will not happen again.



As a gesture of goodwill on our part we will send you a free Steam codes for the new BR Class 31 and we hope that this will bring your issue to a satisfactory conclusion?



Please bear with me while I arrange this free code and I will endeavour to send it to you by the middle of next week.



Many thanks and have a good weekend.

So all sorted then, and I guess the code in the email that I sent them was satisfactory to them.

 

[Kilted_Scot]

Glad to hear it, nice to know you are not out of pocket.

 

[Bungle73]

Hmmmm.....I've heard nothing from them.....

 

[Darandio]

Hmmmm.....I've heard nothing from them.....

I'd have followed it up on Tuesday or Wednesday, leaving it until now just means another weekend will pass.

 

[Bungle73]

I'd have followed it up on Tuesday or Wednesday, leaving it until now just means another weekend will pass.

Tuesday? But Monday was a Bank Holiday, and they did say by the "middle" of the week.

 

[Darandio]

Tuesday? But Monday was a Bank Holiday, and they did say by the "middle" of the week.

Wednesday then.

 

[Bungle73]

Wednesday then.

I thought I'd give them a bit of extra time, because sometimes these things take a bit longer than planned.

 

[Darandio]

I thought I'd give them a bit of extra time, because sometimes these things take a bit longer than planned.

They are most likely awaiting a code from Steam, it's a notoriously long winded practice. But they equally sometimes forget too, so I would send a polite reminder next week.