Steam doesn't read my questions

[RikuoAmero]

Okay, background to this thread. On Steam is a game I want to buy, Anno 2070. However, I haven't bought it yet, because of its DRM.

DRM is a tool that game developers/publishers use to restrict customers of their games in certain ways. In this case, I am only allowed install Anno 2070 on 3 separate machines. Since I change computers roughly once a year, this means that four years down the line, once I install it on a fourth computer, its DRM would prevent me from playing. The DRM also activates if I were to swap out computer components.

Now this would be bad enough on a boxed retail copy I might find on the shelf in Gamestop, say, but what I'm writing about are the responses I've gotten from Steam. Steam markets itself as allowing you to download and play your games on as many computers as you want. Any games you purchase are tied to your account. If I log in on a thousand computers (not simultaneously of course), I am allowed download and play my games on each one of those thousand computers.

So I asked Steam why they allowed in this DRM that contradicts what they're marketing.

Me:

Title of Question is 'Ubisoft 3 Machine Limit DRM contradicts Steams "Play Anywhere" Marketing Point'

(even if the support guy didn't read the message, the title alone should have clued him in)

Question:

'Dear Steam,

This is not the first time I have asked this question. I am looking at the Store page for the game "Anno 2070" and it says that its DRM limits me to a total of 3 machines. Once I have used up all three machines, I must then contact Ubisoft, and hope that they will allow me to play the game I have paid for.

I asked this question before and got a reply that basically boils down to "Don't ask us, ask Ubisoft". My question is: why is it that Valve allowed Ubisoft's 3-machine limit DRM to be put in place on a game sold through the Steam service, which has a marketing point of allowing you to play your purchased games on as many computers as you want, so long as you log in with your Steam account?

Perhaps the main reason I buy through Steam is the fact that I don't have to worry about being limited to my old computers. I change computers roughly once a year, so the thought of having to call Ubisoft (using an international phone number, racking up expensive phone charges in the process) in about three years for permission to play a game I've already paid for (and this is if they haven't stopped customer service for this particular game), is a thought that prevents me from buying.

Why did Valve allow this DRM that contradicts what Steam is? Do not give me the run around and tell me that this is handled by a third party. I want STEAM/VALVE to answer this question.'

Steam's Response

'Hello,

Thank you for contacting Steam Support.

If you are currently running Vista or Windows 7, please complete the instructions in the following link:

Title: Windows 7 and Vista Troubleshooting

Link: http://support.steampowered.com/kb_article.php?ref=5688-IFHZ-2170

If you are running in Windows XP, take the following steps:

1) Exit Steam.

2) Go to the "Start" menu, select "Run", type "regedit" and click "OK".

3) Navigate to the following registry key: HKEY_CURRENT_USER\SOFTWARE\VALVE

4) Right click and select "Permissions"

5) Check the "Allow" boxes for "Admin" and "System" for both "Full control" and "Read".

The remaining steps apply to *all* versions of Windows.

Please also verify the GCF for this game as outlined here:

Title: Verifying Game Cache Files (GCF)

Link: http://support.steampowered.com/kb_article.php?ref=2037-QEUH-3335

Note: Files may fail to verify. This is normal and can be ignored.

Then test the issue.

If you still have difficulty, you may also need to manually run secondary installers required by this game.

Exit Steam entirely.

Browse to your Anno 2070 installation folder (Usually C:\Program files\Steam\Steamapps\common\anno 2070\)

Run the following installers:

...\Steamapps\common\anno 2070\install\DirectX\DXSETUP.exe

...\Steamapps\common\anno 2070\install\vcredist\vcredist_x86.exe

...\Steamapps\common\anno 2070\install\InstallTool.exe

...\Steamapps\common\anno 2070\install\UbisoftGameLauncherInstaller.exe

Reboot your computer and test the issue again.

If the issues persist, please complete these guides:

Title: This game is currently unavailable

Link: http://support.steampowered.com/kb_article.php?ref=4595-WEXN-6831

Title: Games do not run after 'Preparing to Launch'

Link: http://support.steampowered.com/kb_article.php?ref=6218-USFX-5568

Further support for this title is handled by a third party support department - please follow the instructions below to contact the support provider to troubleshoot this issue:

Title: Anno 2070

Link: http://support.steampowered.com/kb_article.php?ref=2653-WTAZ-7761'

My response

'Dear Steam,

I am NOT having technical difficulties with this game. I haven't even bought the game yet. Your response was a simple form letter, showing you DID NOT READ my question at all!

I want to know why Steam markets itself as allowing me to play games I buy on as many computers as I like, yet allowed this 3 machine limit DRM in anyway. Its a contradiction Steam! Are you "Play Anywhere" or not!

I specifically asked STEAM.

Now here is what you are going to do. READING MY FRAKKIN QUESTION, would be a good start. Then, answer it. Do not send me to Ubisoft/Blue-byte, I want STEAM to answer the question. Why is "Play Anywhere" Steam allowing in non-"Play Anywhere" DRM? Will Steam continue to do this in the future? Is Steam going to abandon its "Play Anywhere" marketing point?'

Steam's response

'Hello Rikuo,

Most titles on Steam do not employ any third party DRM besides the Steam client.

However, if a title does have other measures in place, it will be listed on the Store page under the "Game Details" section on the right side.

If you have any further questions, please let us know - we will be happy to assist you.'

[seirachan]

I would just give up and not play the game cause it is going to stay that way. God I hope I didn't get one of those games. I may need a new computer soon too.

[mb iffen666]

ou expect a customer service from any company to help you trust me 9 times out of 10 they useless

[Jªvª]

Going to be honest here, this is a problem with Ubisoft BlueByte. Only way this is going to get resolved is attacking Ubisoft with the issue and telling them to find a solution with Steam.

And plus it would be an honest fix if Ubisoft would make a custom client that works in conjunction with the Steam client.

But back to the Steam bit, your going to get no where with them since they are only a distributor.

[shadowtheman]

Steam are and EA are the closest things to Video game Nazis that I have seen. I bought a few games for my self some time ago but sence then lost the account. I couldn't reinstall because they wont let me. I tried to fix the problem and contacted them but they said tuff nuggies. I swear thats bs, now I have at least five games In my library that are of no use. Grrr, at least other clients give a way to regain old lost data. The same happed to my sins by Stardock. But all I had to do was reinstall sins and they gave me back the stuff I lost for free.