Anyone had experience with Steam customer service?

TheBigCheese · 7 Jan 2011 at 14:47

Hi guys

As the thread title really, I went silly over the Steam sale period buying up lots I wanted including indie packs...I went to play Defcon multiplayer with the missus last night and realised it's not on my list though I know I bought it.

Checking my email I've noticed that a purchase for £30 which had loads of indie bundles etc., in it isn't in my email address.

The weird thing is I have downloaded some of the purchases from that order fine but I have no confirmation email and not all the games in my account.

I emailed Steam last night (very weird you have to create a separate account!) and haven't heard anything as yet.

How long have you had to wait before they got back to you (I realise it's probably their busiest time of year) and were any situations easily resolved?

Cheers.

toteye · 7 Jan 2011 at 16:23

I've had to deal with them twice both times for the same thing when someone else was using a key that belonged to my copy of Supreme commander.

It took between 2 nad 3 days to resolve my issues in which time i lost access to all of my game collection with out any notice untill i sent them a ticket asking why i had been suspended.

The support for steam is actually the only issue I have with the whole service they provide and is actually quite poor.I just couldnt understand why i lost access to over 60 games whilst they sorted out a minor issue with a game i didnt even play and even worse it happened twice for the same game .

iviv · 7 Jan 2011 at 16:24

Usually 2-3 days, though it depends on how busy they are.

TheBigCheese · 7 Jan 2011 at 16:41

Thanks for the replies guys, I guess I'll just have to be patient.

That's a bit disturbing to hear of your experience toteye, I'm surprised about your experience considering the service is by the company with the by gamers for gamers approach (so their marketing tells us).

I'll have to cross my fingers!

Cutshaw · 7 Jan 2011 at 16:52

I had to get in touch with an issue I had buying the indie flight pack in the sale before last.

I got no reply at all and just bought it again in the xmas sale.

orderoftheflame · 7 Jan 2011 at 16:57

They've always been dead slow when I've tried to get hold of them.

Hope you get it sorted Cheese.

Pyr0 · 7 Jan 2011 at 18:17

It's usually taken a few days (never more than a week) for them to get back to me. They're always pretty helpful when they do get back to you though!

Evilsod · 7 Jan 2011 at 18:23

I don't think it took long, definitely don't remember waiting for over a day when i cancelled a preorder.

Check your purchase history on steam too (press the 'your name's account tab next to the minimise/close button in the topright).

TheBigCheese · 7 Jan 2011 at 20:19

Thanks for the comments guys.

Evilsod said:
Check your purchase history on steam too (press the 'your name's account tab next to the minimise/close button in the topright).

GENIUS! That tells me exactly what I bought!

Errr...

Curses...I've matched everything up and it seems Steam got it right...I didn't buy (but really thought I had) the indie mix pack so missed out on Cogs, Defcon and Eufloria...d'oh!

Thanks for the post though, that's told me everything I need to know, I've closed the Steam question now, they hadn't replied but it had only been open about 22 hours.

Randomface74 · 7 Jan 2011 at 20:20

yeah I bought a game and it didn't work - so I emailed customer service and was told when I downloaded the game I waived my rights to have a game that actually worked - so they weren't going to help me.

buchtis · 7 Jan 2011 at 20:24

No problems here. Forgot the password to an account I made ages ago, sent a support ticket about it and it was resolved within an hour.

franco_22 · 7 Jan 2011 at 20:39

Wow, a company didn't reply to you after less then a day during Christmas/January sales period?

Terrible customer service, I would demand for some compensation if I was you.

TheBigCheese · 7 Jan 2011 at 20:56

franco_22 said:
Wow, a company didn't reply to you after less then a day during Christmas/January sales period?

Terrible customer service, I would demand for some compensation if I was you.

Was that aimed at me? If so let point out...

TheBigCheese said:
How long have you had to wait before they got back to you (I realise it's probably their busiest time of year) and were any situations easily resolved?

TheBigCheese said:
Thanks for the replies guys, I guess I'll just have to be patient.

TheBigCheese said:
...they hadn't replied but it had only been open about 22 hours.

Oh and finally...

franco_22 said:
Don't argue with idiots. They bring you down to their level and beat you with experience.

Tefal · 7 Jan 2011 at 20:59

took about 2 days for them to cancel my preorder of bc2

(working days)

franco_22 · 9 Jan 2011 at 15:19

TheBigCheese said:
Was that aimed at me? If so let point out...

Exactly. You answered your own question, it is their busiest time of the year, it's only been 22 hours and you have to be patient.

Yet you still feel the need to complain about it even thou you give 3 reasonable excuses to why they haven't gotten back to you.

I guess you complained about deliveries as well when all the roads were blocked, goddamn companies, they should deliver your boxes on foot if the roads are blocked!!!

Oh and finally...