[UPDATE]Total Biscuit tears Valve a new one over Christnas Day, Valve post a statement!

[Unhelpful]

I hope so

People should really use the sarcasm tag though.

 this face usually means sarcasm.

[ThinkWithPortals]

TB is absolutely right. Steam's support is pretty awful from my experience and a company this big must not be allowed to continue relations with their customers like this. They need to clean up their act, at the moment their support and customer relations are a fucking joke.

[GeekJump]

Yet I was having an argument with someone about Valve being inferior to even EA's Origin service. lol

 

If it was me, I nvr said Valve was better I just meant I liked the fact Steam is where all my peeps (and most games) are at. Origin is nice but I have 0 friends that play multiplayer games on it (besides Battlefield, a lot of EA's popular games are single player)

 

I don't know why everyone else is just now waking up to the tune that Valve doesn't care about it's customers.

 

Agree. My a/c was hacked earlier this year and I had nothing I could use to verify it was mine (I no longer had the cc on file, email address on file was old and looked like the way they got into my a/c in the first place so I couldn't reset that way, and they wouldn't accept anything else.)

 

Not only did I have to wait +1 for each reply from them, they never really helped me. I had talked to Microsoft support to get my email back (a whole other issue but WAY easier) and then went back to valve to have them send me a reset. Luckily the person didn't bother changing the email or doing any real damage (he did log in some hours on CS 1.6 for w/e reason). 

 

TL;DR Valve support and service has gone done the shitter in recent years but since they have a monopoly no one is stepping up to compete.

[suicidalfranco]

... he what? Well they're liable probably. I don't know why people listen to him about that sort of stuff, I'll leave the lawyering to people who have passed the bar. And who gives a shit about the UK's laws, everything is a fucking crime in the UK. That's the country that wants to prosecute parents for 13 year olds playing GTA.

you clearly didn't watch or listened it

 

You think that everybody is out to get you or what? Seriously, people who work for your ISP, at the some Governmental level, any other service you use, all have access to that same information AND MORE. And guess what, they are also stranger. You think that just because they work there, that it means you can "trust" them more than some random stranger who will see that info(if you've even saved any of it, I certainly didn't) and just think "the hell is this?" and move on?

 

Anyway I'm done with this topic. Maybe I just don't get it. Because I'm not a streamer, or some kind of celebrity. Just a random guy, that nobody would or should, give a damn about even if they got hold of my info.

ok then, post your data here, for as much as we know nobody here is a some malicious person trying to get you.

[suicidalfranco]

You complain about DRM, but at the same time when we have issues about games being pirated, the first thing people try to do is develop DRM.  

 

http://www.greenheartgames.com/2013/04/29/what-happens-when-pirates-play-a-game-development-simulator-and-then-go-bankrupt-because-of-piracy/

last time i checked, gog doesn't have any form of drm and it's doing fine, and drm only affects those buying the game but never those who pirate it.

[-rascal-]

Yes, valve screwed up. But does it really matter?

It didn't leak to some hacking group that is out to get your info and will use it against you. It was "leaked" to random nobodies, just ordinary people who will more than likely not even do anything with any of that info and probably didn't save it either.

 

Should it have happened? No of course not. But this is still nothing really bad when you think about it.

 

 

... he what? Well they're liable probably. I don't know why people listen to him about that sort of stuff, I'll leave the lawyering to people who have passed the bar. And who gives a shit about the UK's laws, everything is a fucking crime in the UK. That's the country that wants to prosecute parents for 13 year olds playing GTA.

 

 

 

 

The issue he mentioned in the video regarding to "Duty of Care" is a BIG concern -- as well as FULL BILLING ADDRESS, NAME, AND PHONE NUMBER was exposed.

 

Not only in UK, over here in Canada, that is a problem...to the point, all the Software Engineers involved CAN have the "Engineer" recognition permanently stripped from them.

According to the Association of Professional Engineers and Geoscientists (APEG), part of their "APEG Code of Ethics," Principles 1, 2, and 4.  

(4th may or may not apply to Valve as a whole)

 

 

Principle 1:

Hold paramount the safety, health and welfare of the public, the protection of the environment and promote health and safety within the workplace.

 

This principle overrides all other requirements of the Code of Ethics. The principle should, however, be interpreted in recognition of the reality that any action or construction undertaken necessarily involves some risk to safety, health, and welfare, and some impact on the environment. To “hold paramount” in this context means to give diligent regard to; to stand ahead of the other nine principles; and to rank ahead of either expediency or economic gain to either client or self.

 

 

Principle 2:

Undertake and accept responsibility for professional assignments only when qualified by training or experience.

 

Members should offer services, advise or undertake professional assignments only in areas of their competence by virtue of training and experience. This includes exercising care and communicating clearly in accepting or interpreting assignments and in setting expected outcomes. It also includes the responsibility to obtain the services of a specialist or an expert if required or, if the technique is uncertain, to proceed only with fullest disclosure of the experimental nature of the activity to all parties involved. Hence this requirement is more than simply duty to a standard of care; it also involves honesty with one’s client or employer and oneself.

 

In this age of rapidly expanding technologies and new concepts and theories, members cannot be expected to be conversant with every new development of knowledge. Thus, members have increased personal responsibility to employ the services of others who have expertise to supplement their own capabilities. This responsibility is most important when adopting new processes like computer software to ensure the programs are site specific to the member’s project (see also Principle 6).

 

 

 

Principle 4:

Act as faithful agents of their clients or employers, maintain confidentiality and avoid a conflict of interest but, where such conflict arises, fully disclose the circumstances without delay to the employer or client.

 

When a conflict of interest arises members should reveal the conflict without delay to the client or employer, including interests (direct or indirect) held by close associates, relatives and companions.

Basically, with Principle 4, when members become aware of errors or omissions, they must report them to the client (in this case, clients are the Steam users) right away.

 

 

Then there is Tort; I am sure this applies to both US and Canada under the court of law.

Tort is the breach of a duty of care owed to  another party that causes injury or loss to that other party.

 

Negligence is the tort engineers and geoscientists are most commonly sued for  

• Two categories of tort: intentional and unintentional  

• Tort law evolves continually as new cases are decided 

 

Then Negligence.

Negligence is an unintentional tort .

 

Basic elements:

– The defendant owed the plaintiff a duty of care

– The defendant breached that duty

– The plaintiff suffered a loss

– The breach of duty by the defendant was the proximate cause of the plaintiff's loss 

 

The last two bits of quote a from the following source(s)

• Lyle Jones, P.Eng., LL.B. Jones Law Office 
• Ron Pearson, P.Eng., MBA, JD, Pearson Law Office 

 

...then this opens another can of worms into Cybertheics > Computer Privacy.

[SansVarnic]

I was right it was an attack.

But really it sucks that it happened and I am glad I was not logged in during the time frame.

[BuckGup]

I hate Total Biscuit with a hardcore passion for some reason. Just the way he presents himself makes me want to punch my monitor.

[Albatross]

Forgive? If you're feeling generous. I'm not.

Forget? Not going to fucking happen.

 

Not even close. Valve must fix their support system immediately, it's a fucking joke right now.

A month to get a copy paste response before your ticket is closed. No phone support at all and your even at their mercy if your account gets compromised. I mean who else would say

"it'll take us at least a week to respond to your ticket, during that time the hackers get free use of your account and anything they do will be deemed as your responsibility"

And think that's an acceptable way to run a business? And there's people who defend that shit too?

 

I wasn't serious.

 

 

 

And I agree, and yes to the last bit. There are people who defend it, or just don't care.

[RagnarokDel]

Valve is a company providing service on over 10 000 games and over 150 million users and yet they only have about 330 employees. The number of employees should be doubled and 50% of the new employees should be support.

[Voids]

It's crazy. Would valve have just left responding if TB did not call them out on the bullshit that happened? I like valve as my friends all use it, but with what happened there needs to be huge changes internally so that this kind of error does not occur again. For good sake they display your mobile number and some of us use that as a secondary for of authentication.

[Master Disaster]

It's crazy. Would valve have just left responding if TB did not call them out on the bullshit that happened? I like valve as my friends all use it, but with what happened there needs to be huge changes internally so that this kind of error does not occur again. For good sake they display your mobile number and some of us use that as a secondary for of authentication.

I genuinely don't think they would have responded if TB didn't post this video. I happened on Friday and it took them till the following Wednesday to comment about it at all. Theres no chance it takes 5 days to formulate that response. It was a knee jerk reaction to TBs video, nothing more.

[MrDynamicMan]

... And who gives a shit about the UK's laws, everything is a fucking crime in the UK. That's the country that wants to prosecute parents for 13 year olds playing GTA.

really?

They're not comparable. One is a retarded petty case that'll never go through, the other is revealing a massive amount of customer data.

[Fetzie]

... he what? Well they're liable probably. I don't know why people listen to him about that sort of stuff, I'll leave the lawyering to people who have passed the bar. And who gives a shit about the UK's laws, everything is a fucking crime in the UK. That's the country that wants to prosecute parents for 13 year olds playing GTA.

 

Valve has to abide by local laws if it wants to operate in those countries. US laws mean fuck all outside the US. Guess why a quarter of the Steam ToU only applies to the USA and Canada.

 

US consumer and data protection laws are/may be shite. European consumer and data protection laws are very strict. If Valve wants to operate here, Gabe can get his fucking head out of his ass and bring his company up to scratch, or he can leave a 500 million population consumer market.

[Misanthrope]

Yes, valve screwed up. But does it really matter?.

 

It does, you just gave us the perfect reason why in that sentence: You admit they screwed up. The sentence should immediately end and everything else is irrelevant. Just look at the army of people trying to justify them and minimize it, yourself included. It matters precisely because you're trying to pretend it doesn't.

[Guest]

Valve's support is a joke and it will always be, what do you expect from a billionare company that's revolving around such a high-pledged industry such as gaming?

 

Origin's prices, the client (which has a stupid amount of errors that are not fixed to date) , and the company behind it all suck, along with a huge bag of other issues with both EA and Origin itself, but you know what?

 

When you legitimately need help with something, you will get it, and there will be people who will try to fix your problem, unlike on Valve's side, and that's why I will always have respect for Origin and why I will always overlook some of it's key problems, again unlike for Valve (Steam)...

 

I will not tolerate any of Valve's problems and mistakes, because, if they're not ready to give actual fucking proper support, then everything must be pinpoint perfect in order for me to have an enjoyable experiece since no one is ready to help in case if I actually have a problem which needs fixing.

 

My 0.02$

[Valentyn]

Origin's prices, the client (which has a stupid amount of errors that are not fixed to date) , and the company behind it all suck, along with a huge bag of other issues with both EA and Origin itself, but you know what?

 

When you legitimately need help with something, you will get it, and there will be people who will try to fix your problem, unlike on Valve's side, and that's why I will always have respect for Origin and why I will always overlook some of it's key problems, again unlike for Valve (Steam)...

 

I had my first experience with EA support a few night ago. I decided to give The Old Republic another try again. I couldn't reset my password or get in because I apparently had a Mobile Authenticator on the account back in 2011, and no longer have it or the phone.

I called them at 16:51. 9 minutes before work hours stop over here. They were polite, understanding and incredibly helpful.

Got everything sorted, and stayed with me on the phone as I finally got to reset the password, set in one time only  authorisations and more. They were there helping step by step until I managed to log into the game.

The last time I contacted Valve support it took over a month to so much as get a response. They really are the lowest of the low so far in regards to all my times using customer service.

[Guest]

I had my first experience with EA support a few night ago. I decided to give The Old Republic another try again. I couldn't reset my password or get in because I apparently had a Mobile Authenticator on the account back in 2011, and no longer have it or the phone.

I called them at 16:51. 9 minutes before work hours stop over here. They were polite, understanding and incredibly helpful.

Got everything sorted, and stayed with me on the phone as I finally got to reset the password, set in one time only  authorisations and more. They were there helping step by step until I managed to log into the game.

The last time I contacted Valve support it took over a month to so much as get a response. They really are the lowest of the low so far in regards to all my times using customer service.

My friend had CS GO in his steam library, he had Karambit Stained and 2 AWP Hyper Beasts, I'm not sure how much value is that, but it's possibly over 200 euro, he didn't even bother returning back the account after it was hacked knowing how the support won't even answer his ticket.

[captain cactus]

Just for lolz, the Steam Powered User Forum is down since the caching problem. It failed to respond for 3 days straight, now if a thread has more than about 8 replies it error 503s.

[Photonic]

You're joking, right? 

 

Some people's emails, partial names, credit card numbers and phone numbers were revealed to strangers. If someone had something in their cart, that information was clearly seeable if clicked (Full name, full phone and credit card number). That's already way too much information getting into the hands of strangers, of potential criminals.

 

 So yes. It matters a lot. <_<

but only if you save your information

[Albatross]

but only if you save your information

 

What?

[Master Disaster]

Just for lolz, the Steam Powered User Forum is down since the caching problem. It failed to respond for 3 days straight, now if a thread has more than about 8 replies it error 503s.

Valve abandoned that years ago. They only care about SPUD now.

[Humbug]

Good stuff from TB. He's doing a lot of good for PC gaming.

 

Regarding what he said about Valve's goodwill; It's absolutely true that's it running out.

The reason they had a lot of goodwill is because they saved PC gaming with steam and they released quality games. But now that they no longer make new games the public will obviously see them in a different light.... and then they are no longer seen as a beloved game developer.

 

Valve could argue that they do a lot of good work behind the scenes, which is true. But that won't change the fact that they are now perceived as the company which runs steam, and less as a game developer. And everybody likes to love developers who create our entertainment experiences...

 

Steam is a fantastic thing. But the customer support is still not fixed. It's been about 8 months now since Gabe said that there were long terms solutions in the works to fix it. We haven't heard anything more since then? Now that refunds are available that's the next big thing for valve to fix. It's important we have media like TB to follow up and keep companies honest...

[FatPenguin]

I can't believe valve would let this crap happen. Come on Gabe

[SImoHayha]

You guys are acting like you guys would do better compared to Value. 

 

To be honest, it was a shame that user information was shown for a good hour and a half, but at the same time they quickly resolved it. Now an hour might sound long but at least it was an entire Day alright? 

 

You got to take into consideration. Is it happening to all users? Can all users do the same thing? Are all the descriptions the same from all users?  Its very difficult to divert an DDOS attack, shit its pretty much impossible to prevent one you can only help ease an DDOS attack until it stops.