This will be nice for things that don't actually work. Though I hope steam doesn't give refunds to people simply because they didn't like the game. Too many entitled pricks on there already. They don't need another excuse.

Nice if it works or is another ill conceived idea from Steam.

This is as good news as horrible news. Good news is you will not have to harass Steam for a refund  untill they get tired of you and your irrefutable reasons ( you would never achieve it without solid proofs).

On the other hand you could make it with more than 2 hours of use. 2 hours of use is barely enough to actually get started in many of the more complex games, it  took me a lot more than that to realize XRebirth was a big mistake for example.

All in all I see this new policy as a way for Steam to totally deny a very big chunk of refunds, since they can now fall back to the clearly defined 2 hours of use, wich before was not clearly defined at all. Only the biggest cases of broken games may be refunded this way. I can forsee masses of people holding from starting up their unlocked game at release day  and hold breath for the first reviews, or  start it and quickly check around under the hour, ignoring settings,char creations etc. just to  try to figure out the bug state of the game. Its like buying a car and trying to test all you can test in 2 hours because after that youa re stuck with it "as is", no right for a refund or a garage fix or nothing.  Its NUTS.

Clearly a poisoned apple from Steam disguised as better customer support. This guys are all in for the $$$. Your $$$.

Steam is finally offering some form of customer support. I foresee that Steam will get better if this is handled correctly. I wouldn't compare buying a game to buying a car, simply for the fact that a video game isn't an investment or possibly bank breaking. Its the consumers responsibility to do research on products before making the decision to purchase. On that note, people who purchase anything on day of release or as the first generation of the product are always at risk of things not working properly until a patch is released or some kind of fix is made.

I can see nothing wrong on Valves end with this, as long as they hire enough people for customer support. In the last few years, they have made some poor decisions. This is the first good one, even though they had to if they didn't want to lose EU customers.

I can't wait to see threads of people bashing the refund policy, simply because they used it too much to refund games they didn't like and now they've been banned from using it.