An example; I've seen people with "hardware problems" on this forum/steamforum, which technical support has told them were "hardware problems", that were able to play again after Larian patched their software. Then it makes absolutely no sense, it was their hardware failing. It makes it look like support was dishonest and tried to get more time to fix faulty code.
Most hardware compatibility issues can be corrected in code. Look up
compatibility testing. There are an infinite number of possible hardware configurations, so it is impossible to achieve 100% test coverage. Only a subset of the most common target hardware configurations are tested, which means that configurations outside that subset are far more likely to exhibit issues. Also, just for some extra bit of trivia, hardware drivers
are software, and often NVIDIA or AMD will introduce some feature or fix to their drivers that creates issues for games; these issues can be challenging to diagnose.
By the way, at the studio where I worked, we tested on only the minimum and recommended specs, in addition to our systems at our homes. We couldn't afford a compatibility testing lab. So, compatibility issues are common and often handled post-release by developers, even at the largest studios.
The point he made about refund policy is also valid. If your product does not work, there should be possibilities to get a refund. As it stands now, money doesn't talk.
Refunds are up to the store where you bought the product. Here's
GOG's Money Back Guarantee and
Steam's refund policy.
