Steam Support is trash

11-02-2011, 01:53 PM

I'm going to preface this by saying that I'm mad right now, but I think I have a right to be.

I woke up Friday, and noticed that it was the day TF2's Halloween update went up. I decide to play it, only to find that I'm not able to log in to my Steam account with my username and password. A bit concerned, I click the link to retrieve a lost account, only to realize that what I thought my secret question's answer was, was not. I set up this account 3 years ago, so it's not exactly important information at this stage. Now worried about losing access to all of my games, I set up a ticket with Steam Support. This was Friday. This was all done in the space of an hour.

Saturday. Nothing.

Sunday. Nothing

Monday. I finally recieve a message back from support, asking for confirmation via my payment method (nothing that could cause worry about identity theft, but enough to prove I'm the accounts owner). I enter said information and send it along. That was Monday.

Tuesday. Nothing

It's now Wednesday afternoon. The Halloween update is gone. I think I got to play 2 games before trying to log into my account from my browser made me notice my password was not what I thought it was, and I found the only way to change it was to log out of Steam (the application, not the website). I'm not sure how many times I would have wanted to play the halloween map, but it was sure as hell more than 2.

What exactly is Steam Support doing while I wait for them to reply? I'm not he type to expect miracles, but resetting a password should be a simple act, taking up no more than a few hours time.

I've never had a reason to use Steam Support before this, but I'm going to avoid them like the plague from now on. In the mean time, I'll keep waiting, and hopefully I'll be able to buy Bastion before the sale is gone.

cnnoi33 · 11-02-2011, 01:56 PM

I know...
It took 3 months to unban my account

11-02-2011, 01:57 PM

Friend, we are in the same situation. The only answer I got from support was asking me on Sunday and then no response even more. If you want to take a look at my problem, follow the topic I just created:
http://forums.steampowered.com/forum....php?t=2217665

The support really leaves much to be desired.

Nick_N · 11-02-2011, 02:05 PM

Quote:

What exactly is Steam Support doing while I wait for them to reply?.

They are busy assisting the many many many other users who submitted updated tickets before you and when they finally get back to yours they have to confirm the information you provided them.

DarkShard25 · 11-02-2011, 02:07 PM

The Steam Support team is very small. Though I do find it aggravating to wait 3+ days to get a simple automated response that does not help me.

Pitbulit · 11-02-2011, 02:10 PM

Cant they just hire more people for Steam Support?

Resident-Seven · 11-02-2011, 02:12 PM

Pretty sure Steam support is just the 1 spambot. Judging from the encounters I've had.

Weeks to solve problems, ask the same question over and over, give "solutions" that you've already said don't work.

Atwooooood · 11-02-2011, 02:15 PM

This makes me glad I've never had to use support in the 4 years I've been using steam.

Although I do understand you can only help so many people with limited staff.

11-02-2011, 02:19 PM

Quote:

Originally Posted by DarkShard25

The Steam Support team is very small. Though I do find it aggravating to wait 3+ days to get a simple automated response that does not help me.

How small is small?

Quote:

Originally Posted by Pitbulit

Cant they just hire more people for Steam Support?

Exactly my thoughts. You'd think with Valve being so good with their service and more or less being "the good guys" as far as their customers are concerned, they'd have a better support system in place for when something does go wrong.

Quote:

Originally Posted by Resident-Seven

Weeks to solve problems, ask the same question over and over, give "solutions" that you've already said don't work.

That's actually a common thing in tech support. Blame etiquette, not the person you're talking to. They're usually given specific lines they have to go through to get obvious stuff out of the way, and to make sure you're not offended.

11-02-2011, 02:24 PM

OH FOR GODSAKE!

I just got an email from support that my password has been changed. Like 5 minutes ago. Talk about timing.

Fire2box · 11-02-2011, 02:26 PM

Quote:

Originally Posted by poordude1089

OH FOR GODSAKE!

I just got an email from support that my password has been changed. Like 5 minutes ago. Talk about timing.

Oh no, they finally did what you wanted. The horror, how dare they!

Atwooooood · 11-02-2011, 02:26 PM

Well atleast you got it worked out, despite the amount of time it took.

Silicon Vampire · 11-02-2011, 02:28 PM

Looks like we are done here...

BurtonJ · 11-02-2011, 02:30 PM

poordude1089,

My apologies - we should have resolved the issue on our initial response instead of asking for further proof of ownership. Fortunately, you should now be good-to-go.

11-02-2011, 01:53 PM	#1
poordude1089 Guest Posts: n/a	Steam Support is trash I'm going to preface this by saying that I'm mad right now, but I think I have a right to be. I woke up Friday, and noticed that it was the day TF2's Halloween update went up. I decide to play it, only to find that I'm not able to log in to my Steam account with my username and password. A bit concerned, I click the link to retrieve a lost account, only to realize that what I thought my secret question's answer was, was not. I set up this account 3 years ago, so it's not exactly important information at this stage. Now worried about losing access to all of my games, I set up a ticket with Steam Support. This was Friday. This was all done in the space of an hour. Saturday. Nothing. Sunday. Nothing Monday. I finally recieve a message back from support, asking for confirmation via my payment method (nothing that could cause worry about identity theft, but enough to prove I'm the accounts owner). I enter said information and send it along. That was Monday. Tuesday. Nothing It's now Wednesday afternoon. The Halloween update is gone. I think I got to play 2 games before trying to log into my account from my browser made me notice my password was not what I thought it was, and I found the only way to change it was to log out of Steam (the application, not the website). I'm not sure how many times I would have wanted to play the halloween map, but it was sure as hell more than 2. What exactly is Steam Support doing while I wait for them to reply? I'm not he type to expect miracles, but resetting a password should be a simple act, taking up no more than a few hours time. I've never had a reason to use Steam Support before this, but I'm going to avoid them like the plague from now on. In the mean time, I'll keep waiting, and hopefully I'll be able to buy Bastion before the sale is gone.

11-02-2011, 02:28 PM	#13
Silicon Vampire Volunteer Moderator Join Date: Sep 2003 Reputation: 3168 Posts: 17,301	Looks like we are done here... __________________ Nothing to see here

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11-02-2011, 01:56 PM	#2
cnnoi33 Banned Join Date: Jun 2010 Reputation: 88 Posts: 501	I know... It took 3 months to unban my account

11-02-2011, 01:57 PM	#3
theblk Guest Posts: n/a	Friend, we are in the same situation. The only answer I got from support was asking me on Sunday and then no response even more. If you want to take a look at my problem, follow the topic I just created: http://forums.steampowered.com/forum....php?t=2217665 The support really leaves much to be desired.

11-02-2011, 02:07 PM	#5
DarkShard25 Join Date: Dec 2009 Reputation: 322 Posts: 978	The Steam Support team is very small. Though I do find it aggravating to wait 3+ days to get a simple automated response that does not help me.

11-02-2011, 02:10 PM	#6
Pitbulit Join Date: Dec 2010 Reputation: 0 Posts: 46	Cant they just hire more people for Steam Support?

11-02-2011, 02:12 PM	#7
Resident-Seven Join Date: Feb 2011 Reputation: 2 Posts: 42	Pretty sure Steam support is just the 1 spambot. Judging from the encounters I've had. Weeks to solve problems, ask the same question over and over, give "solutions" that you've already said don't work.

11-02-2011, 02:15 PM	#8
Atwooooood Join Date: Apr 2009 Reputation: 125 Posts: 698	This makes me glad I've never had to use support in the 4 years I've been using steam. Although I do understand you can only help so many people with limited staff.

11-02-2011, 02:24 PM	#10
poordude1089 Guest Posts: n/a	OH FOR GODSAKE! I just got an email from support that my password has been changed. Like 5 minutes ago. Talk about timing.

11-02-2011, 02:26 PM	#12
Atwooooood Join Date: Apr 2009 Reputation: 125 Posts: 698	Well atleast you got it worked out, despite the amount of time it took.

11-02-2011, 02:30 PM	#14
BurtonJ Valve Join Date: Nov 2007 Reputation: 9983 Posts: 8,879	poordude1089, My apologies - we should have resolved the issue on our initial response instead of asking for further proof of ownership. Fortunately, you should now be good-to-go.