Post: Valve on customer service support: "we have to do better"
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03-16-2015, 10:51 PM
#1
ResistTheSun
In Flames Much?
Company has become quite a joke with steam being the main source of blame the service is the biggest platform for games on PC.
Total gaming library is estimated to be now 4,000 titles with number growing at a rapid pace.
Company has other problems with it rivals now pushing their own networks for games Ubisoft have uplay, EA has Origin and other platforms. Of course these platforms have yet to eat into the market share of steam with valve even with poor customer support holding the monopoly.
Better Business Bureau has recently added to the pile of customer support complaints by giving the company a F grade rating. 717 complaints logged with only 503 answered.
Service reviews companies every 6 months so Valve was given time to change.
Valve's Erik Johnson replied stating the company did not think the report was useful or the information offered. However he did go on to say that company does need to provide better support. Company is looking at technical solutions so support issues can be solved quicker. Of course no details or road map to when major changes are coming to the service.
Of course the group has no power apart from giving people a bloody nose when it comes to PR.
Australia has asked the company to improve and include a refund policy into the service.
For the longest period of time the company was lacking even a refund device company has added one for early access games.
Quality control the company has switched to a automatic system with some games suffering from issues or being flat out broken.
Must be noted that Orgin has a refund policy, Uplay I believe has one too.
So yea Lord Gabe needs to be better at replying to complaints.
03-18-2015, 01:30 AM
#2
mont266
Mario!
Originally posted by ResistTheSun
Valve are known for many things the lack of Half life 3, Valve time and terrible customer support.
Company has become quite a joke with steam being the main source of blame the service is the biggest platform for games on PC.
Total gaming library is estimated to be now 4,000 titles with number growing at a rapid pace.
Company has other problems with it rivals now pushing their own networks for games Ubisoft have uplay, EA has Origin and other platforms. Of course these platforms have yet to eat into the market share of steam with valve even with poor customer support holding the monopoly.
Better Business Bureau has recently added to the pile of customer support complaints by giving the company a F grade rating. 717 complaints logged with only 503 answered.
Service reviews companies every 6 months so Valve was given time to change.
Valve's Erik Johnson replied stating the company did not think the report was useful or the information offered. However he did go on to say that company does need to provide better support. Company is looking at technical solutions so support issues can be solved quicker. Of course no details or road map to when major changes are coming to the service.
Of course the group has no power apart from giving people a bloody nose when it comes to PR.
Australia has asked the company to improve and include a refund policy into the service.
For the longest period of time the company was lacking even a refund device company has added one for early access games.
Quality control the company has switched to a automatic system with some games suffering from issues or being flat out broken.
Must be noted that Orgin has a refund policy, Uplay I believe has one too.
So yea Lord Gabe needs to be better at replying to complaints.
Company has become quite a joke with steam being the main source of blame the service is the biggest platform for games on PC.
Total gaming library is estimated to be now 4,000 titles with number growing at a rapid pace.
Company has other problems with it rivals now pushing their own networks for games Ubisoft have uplay, EA has Origin and other platforms. Of course these platforms have yet to eat into the market share of steam with valve even with poor customer support holding the monopoly.
Better Business Bureau has recently added to the pile of customer support complaints by giving the company a F grade rating. 717 complaints logged with only 503 answered.
Service reviews companies every 6 months so Valve was given time to change.
Valve's Erik Johnson replied stating the company did not think the report was useful or the information offered. However he did go on to say that company does need to provide better support. Company is looking at technical solutions so support issues can be solved quicker. Of course no details or road map to when major changes are coming to the service.
Of course the group has no power apart from giving people a bloody nose when it comes to PR.
Australia has asked the company to improve and include a refund policy into the service.
For the longest period of time the company was lacking even a refund device company has added one for early access games.
Quality control the company has switched to a automatic system with some games suffering from issues or being flat out broken.
Must be noted that Orgin has a refund policy, Uplay I believe has one too.
So yea Lord Gabe needs to be better at replying to complaints.
Gabe seemed to do a good job for this one customer: You must login or register to view this content.
I personally wouldn't know as I have never been unfortunate enough to need to contact Steam customer service. One thing that they really need to give the option to disable is the whole "You cannot use the market for 7 days" issue when you log into your account for the first time on a new device! That's one issue that really grinds my gears when it comes to Steam.
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