Not too long ago, I stumbled across a curious fact: Valve, maker of the world's biggest PC gaming service, was given an F by the Better Business Bureau. Other major gaming companies largely have A's. The culprit? Poor customer service.
Ubi/Acti/EA got an A+???!!! WTF! And Valve got an F?! This is the worst trolling side i have ever seen.
Well, to be fair... I've tried contacting Valve's customer service several times in the past. Every time I was disappointed with how long it took, and the end result. I absolutely love Steam, and have been with the service for like 9 years but they really need to get their act together with customer service.
Agreed, the F is well deserved IMO. I mean would it kill them to have some kind of phone support like every other company? It's not like they don't have the money.
Yeah man look how long it took for me to get a damn response for something so simple. It should not have taken OVER 2 weeks to RESET A DAMN PASSWORD
They deserve a F in everything for taking so long to bring out sequels and using the source engine for so damn long. Also steam machines suck! The only thing great is steam.
There's also customerservicescoreboard.com which has Steam listed as Terrible. http://www.customerservices... Read the comments.
I agree completely with you. Valve's service is terrible but half the points the article makes is not their fault. Games that are barely playable ( blame it on the developers not steam? ) Not being able to access their library games? ( stop cheating bro ) Refunds on CC not going through? ( Why would they give refunds on the first place? ) Do you get a refund when u return an opened physical copy? But seriously Gaben spend some dollars on getting faster response times on your service.
You must not have dealt w Valve then. All those companies can be reached quickly and will actually try to make things right if your making a valid complaint. The same can not be said for Valve on either account in my experience. I've contacted all 4 of those for 1 thing or another and the grades are about right imo. They are unrelated to how their games are. If you complain to any of those companies they will at least try, except Valve. Edit: BBB basically is there to measure if companies make an attempt to fix a complaint. The attempt is what matters most, not the resolution. I've worked with them at a previous job (we had a B+, and were a pretty terrible company)
Sorry to burst your bubble bro. Have you ever used Valve customer service? They truly are the worst i have ever dealt with, this is not an exaggeration it is horrible. It literally takes weeks to get a response, and they respond with such small detail that it takes even longer to finally get something done because you have to constantly go back and fourth. For a service that is so popular you would think Valve would put a little effort into customer care.
Millions of people use Valve, there are higher amount of people than all those three companies combined. I am pretty sure they answer many complaints, and f is pretty harsh. But if people think they suck that much then hopefully they improve their customer service.
"there are higher amount of people than all those three companies combined." Lol, no.
I can't defend Valve but Ubisofts is bloody terrible Remember when I sent my AC Unity Collectors edition back to them. I tried sending it back in November and didn't actually get my money back until the end of Jan. I mean come on
I had an issue with AC Unity where for some reason in game it wouldn't let me start Sequence 8 part 2, tried deleting the game, deleted the game save, restarted the game and then got stuck in sequence 6 and it gave me the same issue, when I'd walk up to the mission start point nothing would pop up to start the mission. I contacted Ubi over the course of 3 months numerous times, most times without them responding and closing my case, but they sure as hell kept telling me, wait for the next update. Well the next update would come, still couldn't continue the story, would contact them again, and they'd tell me delete the game data, reinstall, etc. I repeated that for 3 months. They still would never do anything to assist me other than tell me to wait so I finally said screw it and sold the game. I have never had a game do that to me where I couldn't complete the story because it wouldn't let me start it. But with all the crap back and forth over those 3 months and how unhelpful they were and rude in most of our dealings I will not buy another Ubisoft game brand new, which sucks because I've bought every AC game, Far Cry, Rayman, etc. but their customer service is ass. Don't get me started on EA.
the fact is, valve customer service has sucked since day one. Steam was some of the worst I had ever seen, back in the late 90's. You simply could not get help. As far as BBB goes, it's nothing more than a business.
Steam wasn't around in the 90s.. it came with hl2 in 2004.. (apologies if i misunderstood your point)
Steam was released in 2002, 2 and a half years before hl2 (I was an early adopter, but I do miss WON servers)
Origin's customer service is excellent for some reason. They have a good team over there.
And they have the money to back it up. I didn't receive the DL code for Back to Karkand on BF3 Limited Edition and they hooked me up with the full premium pass. You can say a lot about their other business practices, but they definitely have customer support locked down.
i love the new policy of enabling you to return your purchase within 24 hours
Look at EA's BBB page. They respond to every single complaint and tend to handle them in a way that is beneficial to the one who made the complaint. EA gets a ton of crap about their business deals, but their customer service as far as it concerns BBB is top notch.
EA cheats on their BBB complaints. They take the discussion outside the BBB complaint, which defeats the purpose of using the BBB as a mediator. Then, when you are still not satisfied, they tell the BBB that they contacted you and tried to resolve it and it was not accepted and BBB gives them a pass. Nevermind that that EA only wants to handle everything like it's a warranty claim and only wants to refund or replace if there is a defect. I'd say anyone with common sense would say BF4 was defective upon release but EA didn't see it that way and so the BBB lets them slide for some reason. EA are rip-off artists, plain and simple.
***Then, when you are still not satisfied, they tell the BBB that they contacted you and tried to resolve it and it was not accepted and BBB gives them a pass*** False. Look at most of the complaints. The person making the complaint says that it was taken care of to their satisfaction, not EA.
Valve's customer service is notoriously bad. To the point where people are happy to get a response to their queries within two weeks at times. Supposedly it's because of the way the company works; where certain departments may not be filled due to employees not wanting to work there.
Actually their customer support is pretty bad. I remember buying Eve Online on steam and learned that it's tied to your steam account or something like that which a lot of people complained. Then I tried to get a refund and their customer support was being a complete ejaculating dick about it.
Valve really don't respond to customers and their cs are sooooooooooooooooooooooooooooo oooo shit.
actually that is true because other game companies have very good customer support unlike valve
Just because EA/Ubi/Acti rush out their games and care more about sales than quality it doesn't mean they have poor customer service. And just because PC players idolize Valve and Valve makes a great game every few years it doesnt mean they have great customer service. Stop being a 12 year old
i had 6 games i bought on their summer deal in 2013 that didn't work out of 10 purchases. I called to complaign, and they said to refer to their terms of service. The hell with valve and that fat blob.
They're gonna have a BBB complaint from me pretty soon. A week in between non-helpful answers from someone who clearly doesn't have a clue is completely unacceptable. Especially when it's a back and forth, and every answer takes a week to get. No other way to contact them, it's pretty insane this day and age. I've dealt with a lot of poor customer service over the years, but at least I didn't wait a week for each response that wasn't helpful.
That sounds pretty terrible. Just curious - what issue is it you're having with valve that has taken so long to resolve?
I just didn't get an item, this one - https://wiki.teamfortress.c... Gave a F2P user a premium gift and I never got the speks. All the answers I get from them so far are basically generic replies to people who got trade scammed. It's pretty infuriating. Oh and the gift costs $5, I just wanted the speks and to be helpful to a noob (he was very grateful)
@above - ah gotcha. Yeah that sucks, seems like a pretty easy fix too. Hope you get it worked out
The BBB is a scam. Any company can get an A+ if they pay fees and play the BBB's game. They are not an authoritative body and have zero legal power and zero integrity. This has been known for YEARS.
When you are getting games that cheap you can't expect the world.
If you're paying for any digital service, you deserve live chat support or at least a call line (Valve have neither), doesn't matter if the games you're buying are 'discounted', that's irrelevant because it's a business. Business ethics comes to mind... Creating a private forum 'ticket' for a mod that may or may not have an answer for you after a week is just unacceptable. Valve should not be psyched about this, they should suck it up, adapt and give us better customer support. No ifs or buts about it.
Surely you haven't had that many bad experiences with them. 9 years and I've never had a problem.
Indeed I haven't had many experiences with Valve customer support. Only about 4-5 different occasions for the 8 years of steam gaming. Still pretty darn horrid when it comes to it though, big turn off.
Gabe must support the entire world on his muscular shoulders. Give him a break
Valve's customer service does really suck. I once got charged 3 times for Dishonored when I purchased it on day one and it took them about 3 weeks to actually acknowledge that this happened, then a further 3-4 days wait before I got an email to say that the money will be refunded but without recompense. A matter like that should have taken 2 days max from initial email to resolution, not having to wait weeks for one bloody email! Valves/Steam support is essentially "We'll get back to you" on every matter.
They've literally never gotten back to me on anything
Call me fanboy, but for me Valve/ steam is great. Never have any problems.
Ahh but if you suddenly have a problem with a game or get blocked out of said game will you be happy with their customer support system? I personally hate waiting 3-7 days for an incompetent answer that doesn't even solve the problem. I don't mean to be all negative here but it's bloody awful and goes against the most common business ethics. I hope Valve gets live chat support at the very least.
22 days to have my password reset is pretty crappy, I almost gave up on Steam & I've been with them for 11years.
What customer service?
I had good experience with their customer service personally,
The money keeps pouring in and the approach to helping your customers has never really changed.It's no surprise some games ending up on Steam to be total shit.Not talking about the experience but more so the technicalities.
Steam is all about open source. It is not that Valve wants crap in the store, rather they make it is easy for any one to distribute their games to wide audience. Throughout all of those turds, there may very well be gold somewhere lol. Steam has all the indies and that is because of Valves loose policies. They dont have to look for a gem or fund them like MS and Sony, rather they take the risk of simply letting mostly every one use their distribution service with that comes pros and cons. Valve handle their big con of quality control by having an active and supported community provide buyers with info.
Strangely, Origin has great customer service, however for the most part Amazon shows up everyone in my book. Steam support is just slow, at least the last time I used it which was a while ago.
Amazon's customer service is damn amazing, I'll admit that. Then again their whole goal is to become the most customer-centric company in the world. I've been a prime member for 7 years now and have had many issues with a package not being delivered on time or stolen and Amazon no questions asked would refund the money or replace the item within usually 4-12 hours of me contacting them. Just recently I bought that Xbox One bundle with Wolfenstein and an extra controller for $349 and for the first time in my 7 years with them the order disappeared from 'My Orders' and then I saw the item sold out within 12 hours so I couldn't order it again. I contacted them and they said it was a computer glitch on their end and they instructed me to buy all those items separately and they would refund my money and they did. $349 for the Xbox One AC bundle with Wolfenstein New Order and an extra XB1 controller. So that is why I usually buy everything from Amazon.
EA are little sh*ts but their customer service, paradoxically almost, is amazing.
At least the Business Development team is completely honest. They know the customer service is garbage. Doesn't take the BBB to confirm what reddit and twitter has to offer regarding poor service from Steam. Now that they are honest about the shortcomings, it sounds like they are taking it seriously with a rebuild from the Ground up. Less algorithms and more human touch I hope.
Steam could do so much better. Steam's customer service has been a nightmare for years.
i always thought their no refund policy was terrible. Ok yes i shouldve been responsible and checked out reviews and watch gameplay but of the 300 games i have i feel i should get atleast 1 refund
Refund for what?
for a game
Well hopefully this will convince VALVE to improve their customer support.
Not really a surprise. Their customer support has been pretty slow in my experience and from what I heard people get an automated response. Then again, I've only had to use customer support like twice so its not a huge deal to me. Looks like they are willing to improve their customer service but its honestly been like this for a long time so this can't be any new news to them.
I've never been a fan of Steam. Yet I am surprised by the flood of comments against them at the moment. I thought everyone but me loved Steam?
Well I hope after this they will reply my ticket I've sent two weeks ago.
Really like steam but they totally deserved this. Their customer service is straight from 2003 or something, seriously lacking in every department. EA/Origin is way better with their customer service, they have live chat and im pretty sure you can call them if you live usa. Ive had to change my account info and refund a game on origin and it was done in a 15-20min (including waiting, talking, proving that im me etc). On steam i tried to refund a game once and they told me (after waiting freaking 7 days) that they wont refund cause i played it over an hour and half...well gee wiz i was trying to get that piece of shit of a game to work, thx steam.
Lol, and how long did it take the PC game consumer to notice Valve only cares about your $$ and nothing else? Gabe Newell is a Billionare,.....let that sink in for a moment cause there are actually only 1826 billionares in the World and Gabe is #1415 on Forbes List of billionares. So, why don't you have a LEGIT functioning Worldwide 1st Class Customer Service Dept? P.S.- Theres no excuse at all to not care about what the fans and consumers want,its a crime a Half Life game of some kind hasn't been released in all these years. Imo Gabe Newell is 1 of the most pompous arrogant self- serving dick's to walk the face of the earth. http://www.forbes.com/profi...
Enough with the theatrics. He owns a company that is in need of actual customer service. He isn't the devil. As far as the accusations of being "pompous" and "arrogant", well, he seems pretty mild-mannered from what I've seen of him. Especially considering his net worth and the fact that he basically owns PC gaming.
Took me almost a month for password reset. They deserve it.
Yeah. As much as I love Steam, their customer service is about as far as you can get from ideal.
Love-hate when it comes to Steam. Love cuz they are the most developed when it comes to features. Hate cuz out of all the clients, Steam has the most server connecting issues, along with the fact that when issues due arise that are not maintenance and Steam is down, Valve never gives public statements when it does happens. Just sit there and wait until it works is Valve's mentality for problems. I think I have submitted two or three tickets over the four years I've been using Steam; I have, to date, never receive a reply for any of those tickets. I've dealt with Ubi and EA customer service, and they are lightyears ahead.
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