I'm trying to help a relative use Steam. A while ago I got them set up and some games, then they stopped playing for several months. They got a new computer and re-installed Steam, and set up a new account (mistake) and then contacted me. Here are some of the problems trying to help them:
- Steam doesn't recognize their old account. It still is listed on my friends list, but when they try to do password recovery, it says the account doesn't exist.
- I wondered if it had merged the old account into the new one that used the same e-mail, but the new account library is empty, so it didn't.
- I tried to have them open a help ticket, and it demanded they open yet another new account for support - but then they try, it says an account with that e-mail already exists.
So they can't even open a ticket - and this is supposed to be a friendly experience?
And even trying to get help - it seems it takes days to get a response from Steam. You can only get help by opening a ticket. And even then, I'm trying to think of a worse interface for any company - I opened a ticked for this from my account, and it doesn't let me view my open ticket, it puts me in a list of all the dozens of tickets I've had, with the new one not on the first page, so I have to scroll through them to find it.
Nevermind even the technical problems, like how she couldn't start Steam, and I had to have her kill Steam from task manager in order to get it to restart.
Just way more frustrating than it should be for someone to try to use Steam.