Steam support taking over 24+ hours to respond to return request

[stinky [3090Ti K|NGP|N] [SLI]]

On my third steam deck and need to send this one back, haven't heard anything from Steam support in over 24 hours... anyone else having this issue?

[FandangoChristmas]

I hear it can be a few days minimum wait for steam deck support right now.

[yokoshlomo]

After years in customer relations:

It doesnt bring in money and costs a lot. Therefore it is either low quality or a longer waiting time. (or both :/ )

Waiting for an answer of an airline right now, we are talking thousands of Euros.
Estimated time: 8 weeks until the FIRST contact. Not expecting a solution after the first answer.

So yes, its annoying to wait, but it can hardly be any news, right?

[stinky [3090Ti K|NGP|N] [SLI]]

The only reason I made a post about it is because Steam/Valve want to claim all this transparency, and even have a Support Statistics page: https://store.steampowered.com/stats/support

Now the average support response time is well under 24 hours on that page, but my experience so far has been 24+ hours per response, and I'm going on nearly 48 hours without a follow-up response. The only stat that shows a longer than 48 hour wait is the "Game & Steam Technical Support " So the statistics page is a complete lie, or they are stalling my return.

[ReBoot]

Originally posted by stinky 3090Ti FTW3:

The only reason I made a post about it is because Steam/Valve want to claim all this transparency, and even have a Support Statistics page: https://store.steampowered.com/stats/support

Now the average support response time is well under 24 hours on that page, but my experience so far has been 24+ hours per response, and I'm going on nearly 48 hours without a follow-up response. The only stat that shows a longer than 48 hour wait is the "Game & Steam Technical Support " So the statistics page is a complete lie, or they are stalling my return.

Not a lie. It's jsut that Steam Deck's ain't the only thing to ask Steam support about. You seem to read "average" as "maximum".

[stinky [3090Ti K|NGP|N] [SLI]]

Originally posted by ReBoot:

Not a lie. It's jsut that Steam Deck's ain't the only thing to ask Steam support about. You seem to read "average" as "maximum".

the "maximum" is still less than 48 hours for most of those, and how do you know they are not cooking the statistics page? Do you work for Valve/Steam?

[ReBoot]

Originally posted by stinky 3090Ti FTW3:

Originally posted by ReBoot:

Not a lie. It's jsut that Steam Deck's ain't the only thing to ask Steam support about. You seem to read "average" as "maximum".

the "maximum" is still less than 48 hours for most of those, and how do you know they are not cooking the statistics page? Do you work for Valve/Steam?

There's no maximum there, only typical response time. That, and you seem not to know how statistics work. 99 incidents with a day response time and one incident with a week response time will still average to about a day.

Sure, sucks to be the one waiting longer, but it doesn't mean the average is "cooked". It only means that whoever complains, needs to learn how averages work.

[stinky [3090Ti K|NGP|N] [SLI]]

Originally posted by ReBoot:

Sure, sucks to be the one waiting longer, but it doesn't mean the average is "cooked". It only means that whoever complains, needs to learn how averages work.

Such a weak and pathetic response to try and defend their stats page. You don't work for valve/steam so I don't really care about anything you are saying. Have a nice day and enjoy your long cold winter.

[stinky [3090Ti K|NGP|N] [SLI]]

Originally posted by ReBoot:

Originally posted by stinky 3090Ti FTW3:

Such a weak and pathetic response to try and defend their stats page.

The great thing about statistics (and math in general) is, they work the way they work. There's an objective truth to the way it works. This objective truth is unintuitive AF (and that coming from someone who studied physics), but it is the way it is.
To come back to my previous example, 99 cases taking a day and one case taking a week average to 1,06 days, so basically one day. Ranting about things taking longer than the average, now that's weak & pathetic indeed!

The upper bound for the average for technical support is 4,9 days, by the way. You're getting yourself worked up over nothing!

Cool story. Are you done now?

[ReBoot]

Originally posted by stinky 3090Ti FTW3:

Originally posted by ReBoot:

The great thing about statistics (and math in general) is, they work the way they work. There's an objective truth to the way it works. This objective truth is unintuitive AF (and that coming from someone who studied physics), but it is the way it is.
To come back to my previous example, 99 cases taking a day and one case taking a week average to 1,06 days, so basically one day. Ranting about things taking longer than the average, now that's weak & pathetic indeed!

The upper bound for the average for technical support is 4,9 days, by the way. You're getting yourself worked up over nothing!

Cool story. Are you done now?

I'm certainly done waiting for my RMA to get processed Took a while, even a bit over the current upper bound for the average (but that includes non-business days so I'm willing to cut them some slack on top of knowing of averages not being hard bounds to begin with). Got a copy of Stray as an apology for them letting me wait so long, can't say I'm not happy over it. I actually am, that game ♥♥♥♥♥♥♥ rocks!

[yokoshlomo]

Originally posted by stinky 3090Ti FTW3:

So the statistics page is a complete lie, or they are stalling my return.

I guess thats enough internet for today then.

[Rickyboy_3000]

I started a support request for my faulty Steam Deck, 11 days ago and it's still not fixed or even RMA'd. Steam support is the worst I've ever had to deal with. A response every 2 days or so and now nothing for 4 days. I've been a customer for 18 years and never had to use support before now.

[Aletheia]

Originally posted by stinky 3090Ti FTW3:

Originally posted by ReBoot:

Sure, sucks to be the one waiting longer, but it doesn't mean the average is "cooked". It only means that whoever complains, needs to learn how averages work.

Such a weak and pathetic response to try and defend their stats page. You don't work for valve/steam so I don't really care about anything you are saying. Have a nice day and enjoy your long cold winter.

Why are you being so aggressive with people? You post your story online so you know you'll get answers. He's right though, that's how averages work. Seeing that this is your third Steam Deck, I guess the problem is more of a PEBCAK type of thing.
I'm not defending anyone, but you're either unlucky as hell or not careful enough with your stuff, and being angry at how long it takes for the support to handle your request is ridiculous. You're not a VIP to them, you're a customer, like everyone else.

[stinky [3090Ti K|NGP|N] [SLI]]

Originally posted by Rickyboy_3000:

I started a support request for my faulty Steam Deck, 11 days ago and it's still not fixed or even RMA'd. Steam support is the worst I've ever had to deal with. A response every 2 days or so and now nothing for 4 days. I've been a customer for 18 years and never had to use support before now.

That's not good!! You should open a new ticket. I feel like there is zero accountability with the steam support system. Is it just me?

[Kung Fu RUSSEL]

They've ignored my request for an RMA for almost a week now. So I essentially paid for a $650 paperweight I can do nothing with.

[stinky [3090Ti K|NGP|N] [SLI]]

Originally posted by Kung Fu RUSSEL:

They've ignored my request for an RMA for almost a week now. So I essentially paid for a $650 paperweight I can do nothing with.

try and send a second message on the support ticket. Just write "2nd time sent" and then send the same message. They finally got back to me and got an RMA going