Steam to Improve Customer Support

[Val the Moofia Boss]

"The more important thing is that we don't feel like our customer service support is where it needs to be right now," Johnson said. "We think customers are right. When they say our support's bad, our initial reaction isn't to say, 'No, it's actually good. Look at all of this.' It's to say that, no, they're probably right, because they usually are when it comes to this kind of thing. We hear those complaints, and that's gonna be a big focus for us throughout the year. We have a lot of work to do there. We have to do better."

Hm... Hmph!

Thoughts?

Edit: Darn; title should say "Steam to Improve Customer Support". IDK how I got that backward.

[Edge-]

Sorely needed. Now to see if/how they deliver on it, because it shouldn't have taken them this many years to respond to this issue.

[Thetruth1400]

Sorely needed. Now to see if/how they deliver on it, because it shouldn't have taken them this many years to respond to this issue.

Agreed. Steam customer support is one of, if not the, worst I've ever seen. It's about time realized that one of the only times a customer actually needs to talk to steam as a company is through the support line, and a negative experience can potentially chase customers off for good. As as online entity, customer service is likely the only time a customer actually interacts with someone from their company.

[zealo]

Badly needed. They need to start offering phone support rather than just tickets, which is also lacking badly.

[JP1o]

IMHO this is hugely needed.

All I want is what EA/Origin offer, 24 hour money back guarantee, maybe less, and you could restrict it i.e. doesn't work for early access.

[Mirishka]

I've never had a single negative experience with Steam (aside from its formerly, obnoxiously slow UI) so I'm indifferent to this news. /shrug

[oplawlz]

Agreed. Steam customer support is one of, if not the, worst I've ever seen. It's about time realized that one of the only times a customer actually needs to talk to steam as a company is through the support line, and a negative experience can potentially chase customers off for good. As as online entity, customer service is likely the only time a customer actually interacts with someone from their company.

Actually he problem is that it won't chase customers off. Steam is the only real show in town, there is no other platform for digital distribution that comes even close to rivaling them in selection or usability.

Here's hoping they actually make some changes, but honestly, I wouldn't hold my breath. Steam is in a position where there is really no pressure for change.

[Remilia]

They're sloooooooooooooow.
When you get through they get the job done, but still they're sloooooooooooooooooooooooooooooooooooooooooooooooowwwwwwwwwwwwwwwwwwwwww.

[barackopala]

They're sloooooooooooooow.
When you get through they get the job done, but still they're sloooooooooooooooooooooooooooooooooooooooooooooooowwwwwwwwwwwwwwwwwwwwww.

that is IF they answer you, because they're not only sloooooooooooooooooooooooooooooooooooooooooowwwwwwwwwwww but they dont answeeeeeeeeeeeeeeeeer

[Edge-]

They're sloooooooooooooow.
When you get through they get the job done, but still they're sloooooooooooooooooooooooooooooooooooooooooooooooowwwwwwwwwwwwwwwwwwwwww.

Yeah. Still better than Nexon, though : 3

[Clymene]

I'm shocked Valve acknowledged that Steam was suppose to have customer support.

[cFortyfive]

So instead of a random indian dude it's going to be two ? Nice.

[Faldric]

I am surprised that so many had bad experiences with steam customer support. I only needed them once and had my answer after 5 minutes...

[Jtbrig7390]

IMHO this is hugely needed.

All I want is what EA/Origin offer, 24 hour money back guarantee, maybe less, and you could restrict it i.e. doesn't work for early access.

This x100.

There is no reason why Steam dosen't have both a 24 hour money back guarantee with all the broken games that release and even a online chat setup like a lot of customer service's have.

[Mormolyce]

I've bought hundreds of Steam games and never really had a problem so I have no idea if their customer support is good or bad.

[ToastedBread]

Ditto here, I'm glad to say I've never had the "pleasure" of contacting Steam support... yet. Hope when the "opportunity" arises, they'd have changed for the better already.

[Val the Moofia Boss]

This x100.

There is no reason why Steam dosen't have both a 24 hour money back guarantee with all the broken games that release and even a online chat setup like a lot of customer service's have.

Conspiracy theory: Valve intentional does this combined with their as of late MASSIVE sale of new, early access titles that have not proven themselves to be anything other than a potential scam asking for a lot of money so they can make a ton off of the few people who do buy those shovel/vaporware titles before taking them down.

[dacoolist]

How in the hell does Steam not have phone support?! Holy shit I didn't even know that

[Edge-]

How in the hell does Steam not have phone support?! Holy shit I didn't even know that

It's more expensive to hire people to talk on the phone compared to hiring them to press buttons on a keyboard? I don't know, maybe they realized most gamers hate calling phone support and would rather deal with impersonal contact forms.

[Jtbrig7390]

How in the hell does Steam not have phone support?! Holy shit I didn't even know that

Better yet how the hell do they not have Online Chat support.

- - - Updated - - -

Conspiracy theory: Valve intentional does this combined with their as of late MASSIVE sale of new, early access titles that have not proven themselves to be anything other than a potential scam asking for a lot of money so they can make a ton off of the few people who do buy those shovel/vaporware titles before taking them down.

I know u said Conspiract theory but still I wouldn't be surprised if that wasn't too far from the truth.