Steam support FAIL

Gimpymoo

Gimpymoo

Gimpymoo

Soldato
Joined
31 May 2005
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Nottingham
Yes, we all know Steam support is total **** and we somehow "accept" it but this takes the ****.

Message by you on Wed, Feb 3 2016 1:22
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Their "reply"...

Message by Support Tech Chloé on Thu, Apr 28 2016 15:24
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Any way you cut it, that is diabolical.

They are a million dollar business, not like they cannot afford it, why is it taking them so long to implement a customer support department?

If this was E.A, their would be riots in the streets, torches, pitchforks etc.

As much as I despise E.A, even they do not stoop this low and although their responses are sometimes tripe, they at least have some kind of SLA to their customers.

Oh, and the reply I got to make it worse was a "cut and paste" fob not even relevant to my question so I need to reply... I expect an answer maybe towards the end of summer.
 
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Steam support has historically been awful. It's pretty depressing that this is still the case despite the articles on RPS and the like over the last year where Valve have made announcements about trying to sort it out.

CS-wise, EA and Ubisoft seem to be far ahead of Steam. It saddens me to say that.
 
EA customer support is pretty good bordering excellent from my experience.

Thats once you get past the live chat crap and actually talk to them on the phone.
 
The last time I used Steam support, the first reply I got from them was around 2 months later telling me that they had closed my case because it was too old! I haven't bothered after that.
 
The last time I used them it took 7 months. The other day I needed to use CS to change the mobile number on my account, I received a reply in about 2 hours!! The whole thing was sorted in about 4
 
Is their support that bad for all inquires, or do they just triage the support requests and effectively bin any that aren't "Help someone stole my account"?

Thankfully I've never had to use their support.
 
Never had to use their support either, and you can now refund purchases automatically so dont even need to contact them for that. What is it people need support with exactly?
 
chris-82 said:
Is there no law regarding customer services response time and such?
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They'll most likely have SLA's in the T&C's we all accepted on creating accounts. If there are none, then they've not committed to anything.

I work in services and all of our clients are given SLA's before signing up to anything, so everyone knows in advance where the line is.
 
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