Valve was given a 'F' in customer service by the BBB

[Victorious Secret]

 

 

Valve should be happy that a letter grade under F doesn't exist, cause their customer service departments deserve far worse. Its a catastrophic joke that the "lords storefront" as some would say has some of the worst customer service that I've ever experienced. 

 

Its not an excuse that Valve is "just a storefront for many brands". So is Amazon, yet Amazon will basically give you a happy ending if it means maintaining your business - on ANYTHING they sell. Customer service is a big deal, especially for online retailers that deal with customers who just can't solve issues and return items in person. 

 

The BBB certainly isn't the last word in service rankings, but they aren't unknowns. They know a thing or two, they know bad service when they see it; that even the BBB hasn't gotten Valve to wake up and hire a dedicated customer service department? Kinda tragic. It is. 

Hey Valve, if Amazon can serve a majority of the developed world and have CSRs who will get back to me within 12 hours of initial contact (and minutes to hours after that), what is your excuse? Too busy making hats for your games or what? 

 

 

 

 

"On June 25, 2013, BBB recognized a pattern of complaints from consumers regarding product, service and customer service issues. Consumers allege the games they purchase from Valve Corporation or Steam malfunction, do not work or have an invalid CD key. Consumers also claim the company blocks users from accessing their library of games. Consumers further allege they attempt to contact the company for assistance, but Valve Corporation fails to correct the gaming issues, does not correct credit card charges or issue a refund, or does not respond at all."

"On July 1, 2013, BBB notified the company of the complaint pattern. To date, the company has not responded to BBB's request to address the pattern."

 

So that's a minefield. Still, I decided to ask Valve business development authority Erik Johnson what was going on behind the scenes. He replied that Valve doesn't really consider the Better Business Bureau a priority, but that users have the right of it: Valve needs to toss its busted customer service program in the incinerator and start over.

 

"The more important thing is that we don't feel like our customer service support is where it needs to be right now," he said. "We think customers are right. When they say our support's bad, our initial reaction isn't to say, 'No, it's actually good. Look at all of this.' It's to say that, no, they're probably right, because they usually are when it comes to this kind of thing. We hear those complaints, and that's gonna be a big focus for us throughout the year. We have a lot of work to do there. We have to do better."

 

http://steamed.kotaku.com/valve-is-not-psyched-they-got-an-f-in-customer-service-1691308332/+nathangrayson

http://www.bbb.org/alaskaoregonwesternwashington/business-reviews/computer-software-publishers-and-developers/valve-corporation-in-bellevue-wa-27030704

 

[ACatWithThumbs]

No wonder Steam customer service is non existing.
 

[Prastupok]

I feel like these customers are the ones who buy off G2A and equivalent...

 

I've never heard this from normal customers.

[mr moose]

Yep, I can vouch for this, I have a ticket still open from 3 weeks ago.  It's not about a big issue, but one in which a simple response would have been nice. If they can't get it together to at least acknowledge I exist then I am not surprised that many more are furious about larger issues.

 

GG valve.

[Oberon.Smite]

I AM IN DENIAL

 

https://www.youtube.com/watch?v=dce8B_ypjEI

[jecho]

If they ever want to compete with the likes of any company they will need to turn this around fast. Think what will happen to them if they start launching Steam Link, Steam Controller, and VR headset with a F from the BBB. 

[DeViLzzz]

Valve's customer service is quite ridiculous.  I have had it work for me the two times I needed it but the thing is it takes forever and they don't have a phone number you can call to deal with anyone.  With that said with this awful customer service we get cheaper prices because they are not paying people to man the phones to take calls.  I think I will take the poor customer support at this point to get good sale prices, items to sell to make money and so on. LOL

[Ertman]

While I do agree that their customer service can be pretty terrible, I do wonder how many of these complaints are made by the less reputable customers that clearly violate the terms and conditions outlined by Valve?

[Tim Drake]

I feel like these customers are the ones who buy off G2A and equivalent...

 

I've never heard this from normal customers.

I have had so many friends have to complain about multiple issues and rarely get a response.

 

You can't blame a key which would have been sold on a different site just because you don't trust the site.

 

I find the fact you think someone buys a key from a different site will have more problems lol

 

My friends account got hacked and he had to wait 3 weeks for a final resolution.

 

Steam Support is pathetic.

[Tim Drake]

While I do agree that their customer service can be pretty terrible, I do wonder how many of these complaints are made by the less reputable customers that clearly violate the terms and conditions outlined by Valve?

Not true. I have plenty of legit friends who constantly have problems with Steam Support.

[LegacyStijncat]

http://gaben.tv/

[That Norwegian Guy]

Yep, they're smoldering trash in that department.

 

However, so is the BBB, which is just a lazy excuse to make America look like it cares about consumers, when in reality, they're the only "consumer protection" agency in the entire western world completely devoid of any power or influence.

 

Want to make anyone care? Get a real consumer protection system. One that is able to hand out fines, and shut down companies. Then we'll talk.

[carolkarine]

yep, had my account hijacked (this was back when I didn't use 2-step) a year or so ago and it took two months to get it back ,even though I could prove completely that the account was mine.

[Ganz]

-snip-

 

Its not an excuse that Valve is "just a storefront for many brands". So is Amazon, yet Amazon will basically give you a happy ending if it means maintaining your business - on ANYTHING they sell. Customer service is a big deal, especially for online retailers that deal with customers who just can't solve issues and return items in person. 

 

-snip-

Amazon will give customers happy endings, but at the cost of the companies that supply their storefront.  It is a hassle to do business with Amazon on the manufacturer side.  

 

As for valve I'm in the lucky position that I haven't had to deal with their customer service yet, but I have yet to run into a primarily digital goods company that has good customer service.  Looking at you EA.

[terrytek]

I kinda expected this. I filed a complaint 3 years ago, and they never responded.

[Ohlyver]

With that said with this awful customer service we get cheaper prices because they are not paying people to man the phones to take calls. I think I will take the poor customer support at this point to get good sale prices, items to sell to make money and so on. LOL

Don't make me laugh..

Valve have Olympic pool filled with gold!

By example, in 2010 they had a revenue around 70 millions USD with over 50 millions profit... And that was achieved with only 250 employees! Don't think that a small team of people dedicated to customer service would empty their pocket to the point they need to price the games up !

[Trik'Stari]

Looks like there is a Half 3 hopeful at the BBB.

 

And in reference to the Amazon happy ending mention by the OP.....Can I just pay them to give me a happy ending?

[tmlhalo]

Their customer service is horrible though it is also the one I've had to contact the least. 

[kuddlesworth9419]

I am under the understanding that there is no one employed at Valve to deal with customer complaints. There is probably a rotter so everyone just takes turns. It is understandable to some extent as it's a big task and really no one wants to do it.

[XTankSlayerX]

Gabe Newell's "everyone works at support too" thing is really working out isn't it?

So much for being the best, if you don't have a decent support then you still bad no matter how good you are.

[Master Disaster]

In other news fire is hot and ice is cold.

Valves support is a joke, I've heard of months before a copy pasta response which isn't even relevant to the inquiry anyway.

[DeViLzzz]

Don't make me laugh..

Valve have Olympic pool filled with gold!

By example, in 2010 they had a revenue around 70 millions USD with over 50 millions profit... And that was achieved with only 250 employees! Don't think that a small team of people dedicated to customer service would empty their pocket to the point they need to price the games up !

When a company adds employees they will make the consumer pay for it.  They will want their profits to be where they were before adding the employees.

[Guest]

No wonder Steam customer service is non existing.

 

I just email Gaben he always helps me. 

[GoldSrc]

 

Consumers allege the games they purchase from Valve Corporation or Steam malfunction, do not work or have an invalid CD key.

Wut, who wrote that, what's "Steam malfunction", is that a new service that makes sure your games malfunction or something? lol.

I could understand bad grammar from your average Internet user, but not on a site that wants to be "serious" about its stuff.

[SirPaul]

I feel like these customers are the ones who buy off G2A and equivalent...

 

I've never heard this from normal customers.

I bought from g2a like 30 keys, and it was all fine .