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steam support is awful.

#11overkillwfo1978Posted 8/23/2013 7:20:03 PM
aak57 posted...
It's honestly pretty pathetic how slow their customer support is considering their place in the PC market. They should be able to afford a team large enough to handle the volume of tickets.


Think of Steam like your local DMV or your electric company. Sure, they have customer service, but do they have to be efficient or really care about what you think? No. And why is that? Simple. You don't have really a choice but to use their service.... Sure, you could game on PC without Steam, but how bad would that suck? They are the biggest thing going and they know it, so they deal with your problem when they get good and ready to. If you don't like it, you could always forgo your account and the massive amount of games you have and not use them... they will just attend to the other millions of customers that are growing daily. They are not worried and will not change thier policy because they don't have to. They are "king" of their domain, as it were.
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"Even if you go by the cheapest price the game has ever been anywhere, psn+ would still be cheaper by at least 3 fold". DemonDog on psn+ vs. Steam
#12overkillwfo1978Posted 8/23/2013 7:21:06 PM
eragonman9 posted...
I've never had a problem, but I hear people all the time complain about bad service.
It's probably a vocal minority, but it's not uncommon.


Wait til you actually have a problem, you will likely join the complaining when you do.
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"Even if you go by the cheapest price the game has ever been anywhere, psn+ would still be cheaper by at least 3 fold". DemonDog on psn+ vs. Steam
#13TheFeshPincePosted 8/23/2013 7:39:51 PM
strongo9 posted...
I just want to be able to call them when I have a problem and need help.


You can call them.
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#14Panzer_SquidPosted 8/23/2013 7:44:43 PM
It's normal. Steam support generally takes a week to 2 weeks.
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#15arleasPosted 8/23/2013 7:50:13 PM(edited)
Every time i've had to use steam support, it took a couple of days between messages... so if I had to contact them 3 times, then it was about a week before I got things resolved.

The first message is the worst because you explain everything and then you get a canned response making it like nobody even read the explanation. So you have to write it out again or basically tell them "No, turning it off and back on didn't clear the problem, clearing my cache didn't clear the problem, doing all the mundane fixes didn't clear the problem."

I don't think steam is any worse (and surely not much better) as far as the actual support goes... it's just the turnaround time between responses is horrible. You often get a faster response through the forums.

I think the reason why steam is so slow is that they haven't outsourced the support to some firm in India or wherever... so you have to actually wait for someone who works at steam to get your message and respond. Multiply that by a million and it starts to look like this:

http://i.imgur.com/ClcEIQ9.gif
Or maybe this
http://i.imgur.com/ReLv8UX.gif
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http://i.imgur.com/r5PgL.gif
#16SavageDonzillaPosted 8/23/2013 9:36:02 PM
My biggest beef was during the winter sale last year(which wasn't my first sale) I apparently spent too much too fast and they put the kaibosh on my purchasing. I missed 4 games on sale while I waited for them to unlock my account. Why that isn't an automated system is beyond me.
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I486SX 33MHz |256MB RAM | IBM EGA 64kb | Dell M990 19" CRT | IBM 200watt PSU
#17d209999Posted 8/23/2013 10:01:22 PM
nosteamnobuy

Because having every game you own tied to one account, from which you can be kept by a simple password issue, is great for consumers!!!!!!
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#18SlaynPosted 8/23/2013 11:42:02 PM
I've been using Steam for 9 years and never once used their customer service.

I think you guys have problems.
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#19ConkerPosted 8/24/2013 12:12:22 AM
I've had two very different experiences and the opposite result for each than I was expecting.

1. I bought a game for $7 and it went on sale for $3.50 the next day. I asked for a refund not expecting one (and everyone here saying they don't give them), got it, and was able to get it for the sale price. They replied hours after I asked.

2. The bad experience was from a scammer and I made a trade for items but one item I did not mean to trade and wasn't really paying attention. The person laughed and talked s***. So I sent in with the copy/pasted chat asking of they could do anything, even to give the item back in my inventory (it was a very rare mythical drop from Dota 2). It was entirely my fault I lost the item, it was late and I wasn't paying close attention and got excited to make a trade for some other items. They didn't reply for a few days and gave me one line, "We can't do anything. Trades are final." I understand the chance of getting them to place a digital item back in my inventory was asking a lot, but it was just odd since the trade consisted of about $20 worth of other items I'd bought, so its not like I was being some cheapass that wanted free stuff. Not to mention they could read/check the chat and tell the person was a scammer.
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#20ConkerPosted 8/24/2013 12:13:48 AM
I've had two very different experiences and the opposite result for each than I was expecting.

1. I bought a game for $7 and it went on sale for $3.50 the next day. I asked for a refund not expecting one (and everyone here saying they don't give them), got it, and was able to get it for the sale price. They replied hours after I asked.

2. The bad experience was from a scammer and I made a trade for items but one item I did not mean to trade and wasn't really paying attention. The person laughed and talked s***. So I sent in with the copy/pasted chat asking of they could do anything, even to give the item back in my inventory (it was a very rare mythical drop from Dota 2). It was entirely my fault I lost the item, it was late and I wasn't paying close attention and got excited to make a trade for some other items. They didn't reply for a few days and gave me one line, "We can't do anything. Trades are final." I understand the chance of getting them to place a digital item back in my inventory was asking a lot, but it was just odd since the trade consisted of about $20 worth of other items I'd bought, so its not like I was being some cheapass that wanted free stuff. Not to mention they could read/check the chat and tell the person was a scammer.
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