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

[Nowak]

Excuse me for a Kotaku link, but Valve is aware of their customer supports' exceptionally poor reputation and is not excited over them getting an F from the BBB.

 

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

 

Erik Johnson says they "have to do better." Mad props to him, but I wonder how long Valve is gonna take to improve their customer support, knowing how historically slow Valve is.

[Victorious Secret]

Excuse me for a Kotaku link, but Valve is aware of their customer supports' exceptionally poor reputation and is not excited over them getting an F from the BBB.

 

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

 

Erik Johnson says they "have to do better." Mad props to him, but I wonder how long Valve is gonna take to improve their customer support, knowing how historically slow Valve is.

 

Mad props for what? For acknowledging that their customer service is a sack of shit? They get props for admitting they are bottom of the barrel? They get props because Erik gave a canned response that was approved by the legal team? 

Really? Our standards are so bad we are giving props to companies for admitting they have shitty service, service that shouldn't be shitty in the first place? 

[Nowak]

Mad props for what? For acknowledging that their customer service is a sack of shit? They get props for admitting they are bottom of the barrel? They get props because Erik gave a canned response that was approved by the legal team? 

Really? Our standards are so bad we are giving props to companies for admitting they have shitty service, service that shouldn't be shitty in the first place? 

For being aware of the problem and wanting to fix it. Now they have to act on that second part.

[Guest Kloaked]

For being aware of the problem and wanting to fix it. Now they have to act on that second part.

 

Didn't take EA that long to get with the program. Origin has been a thing for a hell of a lot less time than Steam and EA has better support so far.

[Nowak]

Didn't take EA that long to get with the program. Origin has been a thing for a hell of a lot less time than Steam and EA has better support so far.

According to that article, most of the people who are supposed to work on support prefer using Reddit or Twitter to get the job done. Perhaps if they could incentivize them to use the actual online support line and open up a 24/7 phone line for additional support when the online support line is congested or for more real-time support, that'd be great. Until then, I'll continue criticizing Valve for their shitty customer support - and encourage others to do the same.

[Guest Kloaked]

According to that article, most of the people who are supposed to work on support prefer using Reddit or Twitter to get the job done. Perhaps if they could incentivize them to use the actual support line and open up a 24/7 phone line for additional support when the online support system is congested or for more real-time support, that'd be great. Until then, I'll continue criticizing Valve for their shitty customer support - and encourage others to do the same.

 

Yeah.

 

I just don't understand with the amount of revenue Valve has, that they're not able to have proper customer support? It blows my mind.

[Nowak]

Yeah.

 

I just don't understand with the amount of revenue Valve has, that they're not able to have proper customer support? It blows my mind.

It baffles me too how a billion-dollar business like this can have such bad customer support. Then again, Ubisoft does too, but Ubisoft does not have the same-size slice of the digital distribution market as Valve.

[patrickjp93]

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?

 

BBB takes that into account and does very thorough investigation into the matter. No one gets a grade they don't deserve.

[Kamina]

Maybe Valve just lacks supervision since everyone can apparently do whatever they want there.

[Ertman]

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

 

Well it could be true, I was wondering if those that defy the terms and conditions of Steam were included and whether they make up a large portion of the BBB results. I was not saying all those having terrible customer support were those in question. Patrickjp93 seems to have addressed this direction of thought.

 

BBB takes that into account and does very thorough investigation into the matter. No one gets a grade they don't deserve.

Good to know.

[Humbug]

Hope Valve gets their shit together this year. If necessary they should outsource support.

[Totallycasual]

Edit: nvm

[Albatross]

Definitely horrible service. It takes them two weeks to respond to my tickets and then another week after that to deliberate the problem and "solve" it. I have abandoned every ticket for the lack of support.

[Syntaxvgm]

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

 

I've never heard this from normal customers.

You wait weeks to get a response if you do at all from them , they literally don't give a fuck believe me. 

Honestly, I hated steam when it first came out and I had to use it for some games. Most did. I don't understand how they got so big. They only reason they are good is they are big and everyone is on it. Now it's like the facebook of gaming. 

[Common_Courtesy]

Between the horrendous UI updates, broken green lights, early access, that region lock, a dumb recommendation system that keeps telling me to go play terrible FTP games and the god-awful support I've really started to dislike Steam.

 

They really need to get their crap together before continuing to dick around with Steam machines, controllers and other crud no one asked for.     

[Blebekblebek]

I do wonder

 

but, what is the major problem from steam users that commonly happen outside the "game problems" which obviously valve nothing had to do except if it's their own game?

 

I know steam for like ever since it was released for public, but unfortunately only accessible from my country few years later.

[Misanthrope]

Why F? Because Fuck you that's why.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

I'm surprised nobody went for this one yet

[LifesCompanion]

I have 3 games which refuse to load, submitted multiple tickets... and I'm still waiting for a response. 

 

Oh, and that was last year. Valve can go fuck itself in an alley until they pull their head out their ass holes and fix their customer service. 

[ArM]

I see most people like Microsoft employees here it's about Xbox live comeback LOL,

 

We always hear bad experiences but sorry guys mine was very well,

 

I opened a ticket because I got a problem with the mail on my Steam account on the next day they solved it....

 

So they aren't as bad as many think and there support assistance website are made very well.

 

Maybe they need to improve it but it's not cause you got a bad experience that they are bad too.

 

And if you aren't happy you can always go somewhere else.....

[TwistedDictator]

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?

 

Some dude or a group of people started sending me friend request with like over 100 bots within 2 hours. It stopped me from people sending me friend request for a few weeks lol

 

The reason why they did it because they wanted to do a trade scam. I had a really expensive item in a game (cs:go). I tried getting help from valve but didnt even get no message back (its been months) but got it recently fixed.

[creativename]

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.

America has one of the best consumer protections in the world. 

[dalekphalm]

America has one of the best consumer protections in the world. 

 

Do you have a source for that? Please elaborate and explain.

[Trik'Stari]

America has one of the best consumer protections in the world. 

[Prastupok]

And if you aren't happy you can always go somewhere else.....

 

I agree with most of your post... I never had a problem.

 

But "And if you aren't happy you can always go somewhere else....." Where should these people go? There IS no other DD service with the amount of content as Valve has.

 

America has one of the best consumer protections in the world. 

 

You clearly don't live in the US.

[Trik'Stari]

I agree with most of your post... I never had a problem.

 

But "And if you aren't happy you can always go somewhere else....." Where should these people go? There IS no other DD service with the amount of content as Valve has.

There's a relatively simple solution for Steam support.

 

Get a tattoo of your password and username, somewhere on your body. God help you if you lose either of those.