[Community] Steam And The Refund Fallacy


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Valve’s new refund policy for Steam has been up and running for about a week, and my prediction that this system would be crippling for certain developers is already coming true. If you’ve been paying attention to the digital papers these past two days, you’ve likely noticed a series of articles circulating around the developer Qwiboo, creator of Beyond Gravity, a game with 89% approval from 616 reviews. Qwiboo has taken to Twitter to complain that the new policy has resulted in a 72% refund rate on new purchases.

It’s refunds. Out of 18 sales 13 refunded in just last 3 days. That’s 72% of purchases. Rate of refunds before was minimal.

I’d like to get something out of the way before we continue: The comparison of refunds is a fallacy, and if Qwiboo isn’t already aware that this tweet proves no point, they should be. To say that refunds have increased since before Steam had a refund policy is irrelevant, it’d be like Verizon sending you a letter that they’ve noticed your bandwidth usage has increased 100% compared to before you were using their services, and that they would like an explanation.

So how does a game with a “very positive” review score suffer from a 72% refund rate? The reviews tell a different tale. While positive reviews beat out negative by sheer number, negative reviews have been voted more helpful than the positive, to the point where seventeen of the top twenty most helpful rated reviews are negative. Reviews note the game as a simplistic one button mobile port without much gameplay that seemingly only exists for the sake of achievements.

Even the more helpful positive reviews seem to have a hard time justifying the game, starting out with these awkward introductions:

Sometimes, a game doesn’t need much to be fun.

There is absolutely no purpose to this game, other than having fun.

Now, for the sake of fairness, the “most helpful” of the positive reviews does actually paint the game in a good light.

The graphics are cute, the music is bubbly, and the gameplay is really excellent. You’ll catch on right away but mastering the jump angles and timing between planets, which are different sizes and rotate at different speeds and often in different directions, is a bit trickier and what makes Beyond Gravity worth playing.

I decided to check out Qwiboo’s Twitter account to see if they commented further on the matter, only to find that they are curating their followers.

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Another indie dev showing up in the articles is Puppygames, who last year published this blog post titled “Because You’re Worthless: The Dark Side of PR.”

Without customers, we’re dead in the water, homeless and living in a cardboard box outside Berko sewage plant. But individually, you’re like ants. And all of developers secretly know it and don’t talk about it. You’re not worth supporting. It’s far, far better to completely, totally ignore support, if you want to make a living.

The new refund policy on Steam is going to mark a dramatic shift for the service, and while it marks a huge leap forward for consumer rights, not everyone is going to be happy with the new climate.

Weekend Wrapper: Still Not E3 Edition


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This week marks a special occasion here at MMO Fallout, in that once again I am branching out. Check out the first episode of my weekly movie review podcast, Direct 2 Netflix. If you enjoy it, please subscribe and keep listening. We’ll have new episodes out hopefully every Monday.

As usual, the weekend wrapper looks at new games, news, and editorials from all over the web. If you have any articles to share, shoot it to us in an email to contact[at]mmofallout[dot]com.

MMO News:

  • APB Reloaded is getting a server merge and new engine.
  • Lego Universe was hindered by dong detection software and high costs of customer support.
  • ArcheAge’s ongoing server FAQ isn’t complete, nor are the answers final.
  • Jagex details RuneScape’s upcoming updates.
  • Daybreak Game Company is focusing its development on Everquest Next over Landmark.

In Other News:

  • Steam introduces 14 day refund policy.
  • Xbox One 1gb bundle leaked. (Via Eurogamer)
  • Lucas hits Smash Bros on June 14th (Via Eurogamer)
  • XCOM 2 is PC exclusive and won’t support gamepads at launch. (Via Polygon)
  • Fallout 4 confirmed. (Via Giant Bomb)
  • Dota 2 prize pool tops $11 million. (Via IGN)

Opinion Section:

Notable Releases:

TERA Sees Population Boost After Steam Launch


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TERA is celebrating a boom in traffic, both from the recent launch on Steam and release of the new gunner class. While the team at En Masse Entertainment has increased server capacity over the past month, heavy population has resulted in queues during peak times. To move the population around, a new PvE server will launch on June 9th.

Highwatch opens Tuesday, June 9 following server maintenance and will be available to new characters and transfers from all servers. Server transfers will be free for a limited time, but transfers to Tempest Reach, Ascension Valley, and Celestial Hills are temporarily suspended.

Free server transfers will open on June 9th and run until maintenance on the 16th. Steam Charts puts TERA at a peak of more than 25 thousand concurrent players on Steam alone.

(Source: TERA)

[Column] Shovelware Makers On Steam Should Be Afraid


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Today marked the day that Valve took a leap forward for the cause of customer service and announced that players would be allowed to return their games, no questions asked, within two weeks or two hours of game time, whichever comes first. There are certain caveats to the deal on what can be returned and what can’t, but as far as the crucial details go, two weeks or two hours is all you really need to know.

Before I start to get critical, I’d like to point out that I have been calling for a refund system on Steam for years, as their “all sales final” policy has been more and more problematic when coupled with their laissez faire policy on curation allowing broken games to make their way into the store space. Valve already does what it can to deny these games front page coverage, but this policy will be the silver bullet to possibly knock specific developers off of Steam forever. You know the ones I mean.

I also don’t see this as a big problem for independent developers putting out cheap games at low prices. As has been echoed by other voices on the web, I feel that anyone who would buy a short indie game to play it for an hour or so and then refund it wouldn’t have gone through the trouble of buying it in the first place, and would likely pirate it. The only measurable notice that the dev will see are the sales going up, and then slightly coming down.

One are where I do see this having a harmful effect on a legitimate developer is in the realm of review bombing, an issue that is already prevalent on free to play and low cost items, but will now be easier if groups of people can buy easily buy a game, bring the overall rating down, and then all request a refund and walk out without a loss of their own. Review bombing is a problem as it is.

For PC gamers, this system is great. The small demo or benchmark download is, with some exception, just about extinct, and with the variety of PC builds available, there is no way of knowing for sure if a game will run on your system without forking over the sixty bucks and praying. Additionally, it also knocks out a good source of income for developers releasing poor quality games and cashing in before word of mouth spreads.

Which brings me full circle to the point of this article, Valve has put a bullet in the head of fly by night developers peddling their wares on Steam. Not only do they struggle to find an audience, thanks to a lack of presence on the main page, but now their source of income (ill informed customers) has been cut off at the neck.

I’ll end this by recommending that you don’t assume that every developer that has concerns about the system is hiding bad intentions, just as well that any customer who applauds the system is just looking for some easy free games. Valve’s lack of specificity and reminder that each refund is handled case by case means that we’ll need to wait until the system is actually used to see where it is ripe for abuse, and where Valve draws the line.

Overall, this system is a major leap forward for Valve as a company and Steam as a platform.

Steam Introduces 14-Day Refunds


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Valve has surprised us again with the reveal of a new refund policy, allowing customers to get a full refund on their purchase, for any reason, withing two weeks of the purchase. Bought a game and can’t play it? System not powerful? Game broken beyond playable? Didn’t like it? Not a problem. Valve will be honoring refunds for any game, so long as the game hasn’t been played for more than two hours and the request is made within fourteen days.

Refunds will not be given for 3rd party purchases (steam keys, wallet cards, etc), movies (for obvious reasons), games that have been VAC banned, and gifts that have been redeemed by the recipient. The good news is that you should also be able to get a refund should a game you just purchased go on sale.

Refunds are designed to remove the risk from purchasing titles on Steam—not as a way to get free games. If it appears to us that you are abusing refunds, we may stop offering them to you. We do not consider it abuse to request a refund on a title that was purchased just before a sale and then immediately rebuying that title for the sale price.

(Source: Steam)

[Updated] Indie Dev Uses Multiple Names To Dodge Bad Rating Association


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[Update 5/31: Digital Homicide has updated their games to have a consistent naming, making it possible to easily view all of their games.]

Temper Tantrum currently costs 99 cents on Steam. It has a 44% positive rating at the time of this publishing with many of the negative reviews pointing toward bugs, and the fact that the game is entirely comprised of stock UNITY assets purchased from the store. If you look up the developer, you’ll see that the game is made by a studio called DigitalHomicideStudios LLC (two words) and that they only have one game on Steam if you search by developer.

We’ve covered Digital Homicide here at MMO Fallout before, back in November when the developer had a meltdown over a critical let’s play video of their game The Slaughtering Grounds, which currently carries a 25% positive rating on Steam. This game, similarly, was heavily panned for its poor quality and reliance on stock assets purchased from the UNITY store. The Slaughtering Grounds is credited as being developed by Imminent Uprising and published by Digital Homicide Studios LLC (four words). The companies are the same, but if you follow the link on the Steam page you would never know the link between the two games, because of the alternate spelling.

And finally we come to Deadly Profits, a game released May 29th under the developer name Digital Homicide Studios, changing the studio name once again to prevent users from stumbling upon the game’s other, less well received titles. Deadly Profits is currently the highest rated title in the library, 61% at the time that this is published, however the top fifteen most helpful reviews are all negative.

Should developers be able to hide their past on Steam, or should Valve be enforcing a policy to tie developers to a consistent name? Let us know your thoughts in the comments below.

Early Access: Szone – You Have Left The Zone


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If gaming has suffered in any way from the MMO industry shift to free to play, it is through the saturation of what I’ve referred to as mass-market shovelware, MMOs that seem to exist for no other reason than to show up, exist for a while, and then hopefully leave with a little profit. These are games piled out by the thousands, mostly by devs in Russia, China, and Korea of no reputation and no discernible talent, throwing out games riddled with bugs, unfinished content, hackers, gold farmers, and a surprisingly filled out and functional cash shop.

The latest genre to be tied down and mercilessly tortured comes in the form of online clones of the game S.T.A.L.K.E.R, by GSC Game World, and while my patience with the developers of these games is growing thin, I will gladly admit that I have enjoyed one or two of their offerings. I genuinely enjoyed, and continue to play, Survarium.

You get an idea on just what kind of experience Szone Online is when you first load into the world and find that you are weaponless. The first NPC you meet, the blacksmith, tells you to come back later once you’ve gotten more experience and he’ll give you some stuff. Head inside the closest building, talk to an NPC, and he’ll give you some rusted weapons. Now the real frust-fun starts.

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Try to shoot the gun and you’ll get an error saying “no ammo.” Double click on the ammo and see the message “this ammo is already loaded.” What you need to do, and I figured this out through trial and error, is to unequip your gun and use a magazine on it in the inventory. Go through the long list of Steam reviews and you’ll see this issue pop up a lot, with new players put off by the simple lack of explanation on how to initially load your gun, disregarding a needlessly complex and convoluted method.

Szone Online is the first game I’ve seen where it is conceivable to “lose,” in that you’ll run out of ammunition and money, rendering you useless in combat and unable to make that money back. That being said, I don’t see myself playing long enough to fall into this trap because the game itself just isn’t fun.

The four hours of Szone that I managed to get in consisted mainly of me running from NPC to NPC, killing large swaths of dogs and rats, in what feels like bad fanfiction of the GSC STALKER universe. Just read a bit of the description.

This is a story of human pride. Time is at hand when, in their utter desire to study the world, people will start destroying it. Tests of high-energy heavy particles accelerators will result in billions of microscopic black hole rupturing the structure of time and space. This will become the point of no return. The Earth as we know it will cease to exist.

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Szone isn’t a STALKER game, it just happens to be set in a post apocalypse, specifically in a “zone” in the Ukraine where players, or ‘stalkers’ seek out artifacts for the sake of science, glory, and profit.

The game plays about as poorly as it reads, likely owing to a combination of inexperienced programmers and a poor engine. Characters are clunky and will occasionally get stuck on geometry that they shouldn’t get stuck on. Jumping is a frustrating experience that will get you killed more than once since your character will simply not jump if you’re too close to whatever you’re jumping on. Animals seem to be able to reach you from distances they shouldn’t. Gun handling feels directly pulled from the numerous free to play shooters built partially to look and feel like Counter Strike 1.6, except without iron sights.

I don’t know which to blame for Szone’s combat, poor AI or bad netcode. Hit detection is horrible, with animals either often dying a few seconds after you shot them or just ignoring your bullets despite the splats of blood indicating a hit. Dogs are easy to pop off with one or two bullets, but once they start moving they become difficult to hit without spraying your automatic weapon everywhere. Shoddy netcode and poor hit detection often mean missing shots that should have hit, hitting with shots that should have missed, and dying because NPCs are warping around the map.

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And don’t be confused by the fact that the game is in early access, Szone has been up and running for years. I originally played this game back in 2012 partially to aid in my Russian language courses, when the game was known as Stalker Online. Crucial issues like the netcode, lag, weapons, etc, haven’t had any noticeable change in three years.

If Szone is with us for the long haul, it’ll likely be because the game survives not off of massive income but by maintaining a cost of living that is near nothing, similar to Alganon. You won’t lose anything for playing it, other than your time, but I’d be willing to bet you won’t come out ready to dive back in.

Alganon: Mostly Negative Reviews And QOL Backlash


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Alganon on Steam currently holds a “mostly negative” rating, with 31% of 108 reviews painting the game in a positive light. Many of the negative reviews appear to focus around the game’s one-time purchase to remove certain account limitations, along with players who had been banned from the forums writing a review about the company’s banning policies.

Quest Online’s Derek Smart posted a warning that Valve is already on the case to curb toxic behavior including forum trolling and review bombing.

Valve is aware that they have a serious problem with this, and have started taking steps to curb this behavior (and the “review bombing”). Once serious actions (I’m all for Steam account bans. It’s the only way to be sure) start being taken here on Steam, hopefully that will send a clear message that we simply cannot allow a select group of anti-social people to ruin our gaming communities. Especially this, being one of the largest eclectic gaming communities.

(Source: Steam)

TERA Opens Up Inactive Usernames


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TERA’s launch on Steam means a lot of new players, and that means a lot of people looking for free names. On June 25th, characters who haven’t logged in over the past year will have their usernames changed in order to free up choices for these new incoming players:

Any characters that have not logged into the game since June 25, 2014 will have their names appended with “_1”, freeing up their old names to anyone creating a new character or using the paid Character Name Change service.

You will need to log in before June 25th to keep your name saved.

(Source: TERA)

TERA Declares Itself #1 MMO On Steam


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En Masse Entertainment has declared TERA to be the #1 MMO on Steam, based on peak concurrent players compared to other MMOs on the digital platform.

Since launching on Steam on May 5, 2015, TERA has seen explosive growth, with new and returning players pushing the total number of accounts to over 4.5 million in North America and 20 million worldwide! And those players have been busy—killing an average of 6 million BAMs (Big-Ass Monsters) and clearing 70,000 dungeons a day.

You can read more about TERA’s launch on Steam with this handy infographic.

(Source: En Masse Entertainment press release)