No one stole your key, whoever activated it long time ago isn't a thief. Your retailer is at fault for providing you with a used key, get back at them and use Steam Support's reply as a proof that it was an error on your retailer's end and it is their responsibility to send you a key replacement.
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why does steam take more than a week to tell me to go fuck myself and ask somewhere else
Well, simply because the size of the user base on Steam is significantly bigger than your retailer's, and therefore Valve is getting a lot more tickets, especially during summer sale.
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I find it very stupid and dickish of you to call the one who has it activated on his account a "thief". How do you know it was not a factory error, or, if the box is as crappy as you say, how do you know the retailer did not simply use the same code twice?
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Steam support is hit or miss. I would highly recommend going to the retailer. I'm sure they have better support. Also, logically if you bought something from a store physically or digitally and it does not work, wouldn't you go back to the store to get a replacement or refund? Steam didn't sell you the key or game, the retailer did. So Steam is in the right of course.
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I bought a game from a retailer, the code was duplicated.
So I contact steam support, I send them an image of the key with the receipt and the ticket written on the receipt, so the answer was:
"leider ist dieser CD Key bereits seit geraumer Zeit auf einem anderen Account registriert. Bitte versuchen Sie das Spiel umzutauschen, ein authorisierter Verkäufer unserer Spiele sollte damit kein Problem haben."
Translated:
"Sadly this key has been active on another account for quite some time now. Please try exchanging the game. An authorized reseller should have no problem in doing that"
So basically, they are telling me "Lol, why would the thief who activated the game before you bought it be punished in any way? Just go to your reseller and claim the seal-broken game that you bought off of them has been already activated and ask for a free new one, I am sure they will do it without problems!!!"
So, I know Steam support isn't exactly heroic, but this is just wrong, plain wrong.
EDIT:
You all keep telling me it's the retailers or my (?) fault.
Lets ignore the fact who's fault it is, but why does steam take more than a week to tell me to go fuck myself and ask somewhere else.
I contacted the developer and in under 8 hours I got help from a very friendly guy and my issue is now solved.
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