Customer Support = Very Average

technojames · 02-21-2012, 12:21 AM

After waiting over 60 hours for a response to my question it was obvious the CS member hadn't read my request in detail.

Have now waited another 24 hours and counting.

If anyone at Valve is listening.....

Original182 · 02-21-2012, 12:22 AM

What exactly is the question? Maybe we can help.

technojames · 02-21-2012, 12:34 AM

It is an account purchase related issue. I'm in the UK at the moment (on holiday from Aus)... Wanted to take advantage of a daily special... Transaction wouldn't go through... Raised a support ticket... Waited 20 hours... No response... Had friend in UK create Steam Account and purchase and gift to me... Now both accounts flagged as potentially fraudulent...

I appreciate Valve being wary.... But it is all legit.

They just need to improve quality and response times in CS.

Nobody can honestly say a 60+ hour SLA is world class can they?

Kyorisu · 02-21-2012, 12:50 AM

I like to imagine that Valve's support staff for customers is one guy tucked away in a broom closet somewhere. For every ticket he reads a thousand go through a random number generator and get a form based response.

In a nutshell.

Steam: Play your games anywhere*

*Don't even think of buying games anywhere you filthy fraudulent bastards.

technojames · 02-21-2012, 12:53 AM

It feels that way....

Valve... You have competition now... Time to improve...

DocShady · 02-21-2012, 03:08 AM

Quote:

Originally Posted by technojames

It feels that way....

Valve... You have competition now... Time to improve...

I'm actually amazed this hasn't been locked yet.

Anyway, I sympathize with you, OP. Wait times can be long, especially during, and after, a major sale. While the wait times are unacceptable at times, its been my experience that the support you receive is normally very good.

02-21-2012, 12:21 AM	#1
technojames Join Date: Mar 2010 Reputation: 0 Posts: 6	Customer Support = Very Average After waiting over 60 hours for a response to my question it was obvious the CS member hadn't read my request in detail. Have now waited another 24 hours and counting. If anyone at Valve is listening.....

02-21-2012, 12:50 AM	#4
Kyorisu Join Date: Jun 2006 Reputation: 194 Posts: 2,130	I like to imagine that Valve's support staff for customers is one guy tucked away in a broom closet somewhere. For every ticket he reads a thousand go through a random number generator and get a form based response. In a nutshell. Steam: Play your games anywhere* Don't even think of buying games anywhere you filthy fraudulent bastards. Last edited by Kyorisu: 02-21-2012 at 12:53 AM.*

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02-21-2012, 12:22 AM	#2
Original182 Join Date: Oct 2009 Reputation: 64 Posts: 663	What exactly is the question? Maybe we can help.

02-21-2012, 12:34 AM	#3
technojames Join Date: Mar 2010 Reputation: 0 Posts: 6	It is an account purchase related issue. I'm in the UK at the moment (on holiday from Aus)... Wanted to take advantage of a daily special... Transaction wouldn't go through... Raised a support ticket... Waited 20 hours... No response... Had friend in UK create Steam Account and purchase and gift to me... Now both accounts flagged as potentially fraudulent... I appreciate Valve being wary.... But it is all legit. They just need to improve quality and response times in CS. Nobody can honestly say a 60+ hour SLA is world class can they?

02-21-2012, 12:53 AM	#5
technojames Join Date: Mar 2010 Reputation: 0 Posts: 6	It feels that way.... Valve... You have competition now... Time to improve...