Valve Is Not Psyched They Got An 'F' In Customer Service

Discussion in 'Steam and Other Valve Games' started by Acurt1982, Mar 15, 2015.

  1. Acurt1982

    Acurt1982 Tank

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    http://steamed.kotaku.com/valve-is-...in-customer-service-1691308332/+nathangrayson
     
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  2. MicroB

    MicroB Headcrab

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    They did an extremely good job the last few years. ;)
     
  3. SpotEnemyBoats

    SpotEnemyBoats Companion Cube

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    TotalBiscuit has been saying this for some time, heck we've all been saying it for some time. Steam customer service has been outplayed by CD Projekt's GOG and even EA's Origin of all things, Valve have major work to do but will they? I doubt Valve will ever do anything about it, and why would you when you have Valvedrones who are more than happy to keep feeding Gaben money in exchange for ducks, incomplete games in early access and other dumb shit.
     
    #3 SpotEnemyBoats, Mar 15, 2015
    Last edited: Mar 15, 2015
  4. Hectic Glenn

    Hectic Glenn Site Director
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    There is no question this has been a problem for a long time, I've heard enough instances of bad support for a lifetime. One of the strangest problems is that Valve absorbs support issues for developer specific issues. I don't know why non-Valve games go to Steam support for non-Steam issues, I always thought those tickets should be forwarded to the developer support / SPUF game-specific subforum.

    The automation on replies is also a big problem, offering FAQ style non-specific responses to specific problems. I don't know if their support uses an SLA managed ticketing system but an automated response is the equivalent of a band aid over a bullet-hole situation. Hence the F.

    Ultimately it looks like it comes down to one thing though. Given Steam's incredible growth, I think they are just incredibly overwhelmed, and they've not upscaled the support system appropriately in that time.
     
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  5. dogspeed

    dogspeed Sandvich

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    I am currently in Steam log in hell. It will not recognize my password, I have a log in for support and it will not recognize that one either. I finally got to a page where I had to answer a question to get a link to reset my password. Have no idea how the hell I got there, but the question was: Lions, tigers and bobcats are all dogs, birds or cats. It then told me I answered the question wrong. So I am locked out and have no way to contact Valve or Steam. If you google search, there are posts dating back as far as 2009 with the same story. I think what it comes down to is they are a bunch of cheap bastards. They have no phone contact point, and their on line process is obviously understaffed as most comments will tell you it takes 3 to 7 days to hear back from their support staff. Given the number of game companies they are linked in with, they have to be making money hand over fist and just done give a damn about customer service, it just does not matter. Reminds me of Microsoft and Xbox.
     
  6. Hectic Glenn

    Hectic Glenn Site Director
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    Your post raises more questions than it answers. A general approach to a forgotten password is a reset via your approved email address, which you should have previously verified. These things are in place to stop people stealing your account.

    You need to log a ticket with Steam Support - https://support.steampowered.com/newticket.php

    This requires an account, if you read the site in, it says in bold near the top - Note: This is not your normal Steam account

    Therefore you are not locked out of the support function. Create an account for support, and log a ticket relating to the name of your Steam account.

    I would recommend you be patient, it sounds like you've really dug yourself into a big hole trying to regain access and locking things down further so this may take some time. Be clear in your support ticket, ensure your username, email address and reset issues are explained.

    Lastly, out of interest what did you answer to the lions, tigers and bobcats question?
     

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