File:EA support chat for Deadspace 2 - page 3.jpg

EA support chat history. Machine translation:

"Me: Thank you very much for the information, Sourabh. Dead Space 2 is not an online service—even though it is a product license purchased via Steam—as per EU consumer laws. I take issue with the fact that, for a purchased product, I am being referred to a community forum post, especially since activation limits can be exhausted simply by using the same computer if TPM is enabled or if hardware components are swapped out. I understand that this is not your fault; however, I would like to have my ticket escalated further, as being denied access to a legally purchased product borders on theft. Thank you.

Support: I hear you, and I completely understand your frustration. It is a difficult situation where you legally purchased a license, yet DRM (SecuROM) effectively locks you out of your own game—solely due to hardware changes or system updates like TPM. I truly want to help you get back into the cockpit, but I must be honest regarding our current system limitations. Since Dead Space 2 has been officially retired (sunsetted), our modern support tools simply no longer support these older games. The legacy systems required to manually "refresh" or "reset" these specific SecuROM activation slots are no longer active or accessible to our support teams—including my supervisors. I hope you understand the limitations we are facing!

Me: Thank you, Sourabh; I know that this isn't your fault. However, these limitations originated on EA's end and therefore represent a deliberate decision. I may look into taking legal action if necessary. Nevertheless, I wish you a pleasant rest of your day. Best regards.

Support: Thank you for your understanding in this matter. I hope you are able to find a solution for this on the community forums. It was a pleasure speaking with you today!"

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