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"My car is making a weird noise!"
"Sir this is a Wendy's."
"YOUR SUPPORT IS TERRIBLE!!!"
It takes time to check a report and these comments aren't even a day old. Besides that it's kinda hilarious that you complain about their behaviour while you posted several comments who broke several rules and were still able to post here for a while.
And Support cannot solve every issue or do it in an easy manner.
It's also a customer problem. For example Steam support cannot solve your bank blocking Steam payments. They can only point you to what the issue can be, bu it's not in their hands to fix it.
And as long as those 'tech issues' are kept a vacuous, generic concept I'm making this point moot. Not all tech issues originate or are solvable in Steam's end.
If you're assuming from the beggining the failure point is on Steam end, which may not be the case you're setting up an expectation that may not be met from the beginning.
But which is the failure you guys are experiencing?... We keep dancing around Support ability to be able to solve 'a issue' but we haven't even named it a hundred posts down the road.
as for the mentioned "ban support", i find the reason why is specifically in the ban message/notification (which is usually a generic copy pasta) and your comment quoted/highlighted in the ban message, tho when it comes to developer/game forums its hit or miss, some may also just ban because they can and their moderation seems to conjure their own rules, as well i have seen some make up rules as they are needed.
also, getting an answer from a ban message/notification, is basically like screaming into a void, 99.9% you get zero response to your question, its likely they ignore you, i have had 1... maybe 2 ban message/notification responses after i left a question, that most likely the main reasons people take their questions/requests for bans to steam support.
as for global moderators/volunteers, some do good work, tho not all of them are good, recently i think a few global/volunteer mods left their positions, global/volunteer moderators are usually the only ones here on steam that will provide any feedback, help, ect...
as for paid moderators, you likely wont get any responses or help on matters and their moderation is usually ban first and ask no questions.
as for steam support, that is also hit or miss, but the general consensus is steam support isnt very good, one example being the generic support copy pasta, where you have to repeat your question several times to get beyond the automated responses, then you have to provide questions/requests that are willing to be handled, you may find no help on your topic.
also the run around between steam support and developer forums or their games (tho issues with games themselves are handled by the devs, but you will be lucky to find any help and mostly you will find you can only get help from the playerbase, anything beyond a game issue, you will get the run around), is like running around a pole for "fun", they have you doing circles telling you talk to the devs, while the devs tell you ask steam, also asking devs support questions is almost impossible, majority dont respond to their forum threads or sub-forums, your forced to either use their websites (ie... create yet the hundredth account for a single question), use email (hit or miss and a questionable area to be checking unknown emails), or even try a discord (which may also be hit or miss).
in general, support and moderation, requests, questions, ect.. are of poor quality and to me it seems steam needs a bit of an overhaul on staffing and when it comes to customers on their platform, i think there needs to be some addressing of everything related to their customers in general (basically everything involving their customers/moderation/rules/ect.. ect..), the support from game devs seems to be about 90% zero results, with only help coming from playerbase, tho there are some devs who do help, respond and use their steam forums.
-------------------------
as for the people who seem to hit every steam discussions (also game forums) and generally dismiss, make claims steam (or a game) has no issues and always blame the user (which also happens in game forums as well), i would suggest trying to ignore them, you will ultimately end up in arguments/drama and you will likely be the one banned in the long run, if not then the threads just get locked/removed and you get zero answers, best bet is to quickly find the answer in steam forums, or search for the issue outside of steam.
anywho, hope people have a nice day and any help they need gets done good and done right.
Realistic response.
A lot of customers/users seem to believe if a thing is involved it is to blame. Kind of like when users want to blame one particular manufacturer and thus part in their PC, when even extensively looking into it - that part is not causing the issue at all.
It's just the users insisting the problem isn't on their side, no matter how much you find nothing to confirm that, or even if you find something else causing it - it's still that the thing is involved within the total, that a user may insist it's still to blame or the cause.
Noticed that too huh? Yeah, it would help to see what the issue is rather than listing overly generic issues other people are having. Would also allow people to try assisting to resolve any one particular manner, though clearly not everyone is open to being helped so much as blaming or complaining.
Virtually everything you've stated here are things that Support does not handle.
You even know that games developed by other companies are NOT handled at all by Steam support - and yet you blame Steam support for 'giving you a runaround'?
It's on the developer, not Steam.
Bans? Bans don't just show up out of the blue. Not even the most ban-hammery mods here just slap a ban for no reason or without warnings first. I have had warnings. I've even had bans (my next one mmmmight be a month? dang, why I at least try and keep civil until absolutely frazzled?) but they did not appear for no reason.
Other bans? Support cannot remove other bans.
This here, shows me that you've never experienced tech support in any way.
That's a process that ALL companies use.
https://www.bbb.org/us/wa/bellevue/profile/online-gaming/valve-corporation-1296-27030704
Consumers allege they were banned from their account for no reason. They were provided a canned response, but no detailed information why they were banned.
Consumers allege their accounts were hacked, and items in their account were stolen.
Consumers allege they received unauthorized charges for games they did not purchase.
Consumers allege when purchasing a gift card, the PIN number from the card is illegible for the gift card to be used.
Consumers allege they were promised a refund from the company, but they did not receive a refund.
Consumers allege they were double charged when purchasing a game.
Consumers allege they are scammed when trading weapons with other gamers.
Consumers further allege they purchased a game based on the features advertised, however when playing the game they found the features were not as advertised.
Consumers further allege when receiving a response from the company concerning their issues, they were given general responses or the company was unresponsive altogether.
BBB reached out to the company in an effort to address the underlying cause(s) of its pattern of complaints. As of today, Valve Corporation has not responded to BBB.
Those are some pretty valid complaints!
Plenty of users fall for a phishing scam where they're "banned". They believe the scammer on DISCORD represents Valve. This is a pure user error.
Another instance that falls under the same is when a user has bought an account, thus violating the SSA, and loses access to the account either because the original owner reclaims it or they for some other reason lose it. If they can't prove they're the original owner, Valve won't give them the account back.
Phished, not hacked. They either give out their account information on 3rd party sites, to people fraudulently acting as Steam Support on DISCORD or have their email breached. In some cases they have had malware on their computer.
100% on the user.
If you give out your account details to others, in other words compromise your account, you are responsible for how it is used.
Valve doesn't sell the cards. 3rd party retailers do. They also usually need to ACTIVATE them in the store, a common theft prevention measure. This is between the retailer and the user, not Valve. In some countries the actual code is in the receipt, not the card.
People often don't understand how a refund works when it's done within 24 hours of purchase.
Yes, they're being scammed by other USERS. That's because they're trading for promises on other platforms. 100% on the user again.
Funny, how many publishers/developers have you seen in court over this? Because this is their responsibility. They decide how they market their games. Not being as advertised is also something that needs to be proven. Just because little Timmy isn't happy doesn't make it true.
General responses are effective and work, nothing wrong with that. Secondly, users ask all kinds of things that Support does not deal with. Your very post is a great example of that.
Earlier this week I grabbed myself Madden '22 which I've really been enjoying so far (American Football), so yeah...
Well, that was a huge disappointment. From flakey and annoying game mechanics to pure instability: after my first match the game just crashed out of nowhere and just exited. And I have a very decent build.
So... I asked Steam support for help, and I got it in mere hours: my refund request (first one in 2021) got accepted just like that, and my funds are now pending.
Yah, needless to say I don't quite share the same impressions.
Yes, why would anyone care about a private, nonprofit organization that is NOT affiliated with any government agency? They're a rating agency that sells ratings to companies that want to use the BBB trademark for marketing. There's plenty of such rating agencies around for different industries.
Wow, I have all of these on my forum bingo card. I get BINGO! nearly every week.
So not Support issues? Here's my list from earlier:
- Admitted cheaters complaining about their Vac Bans
- People who bought accounts wanting them returned
- Serial game refunders complaining about their warning emails
- People who were phished expecting Steam to return items and money
- Those who can't remember old email accounts expecting Support to know them
- Gamers expecting Support to fix random tech problems with their games
- Posters who were banned for saying awful stuff complaining they were just "debating"
- People advertising scam sites complaining their profile names were changed.
- Gamers complaining they don't like hentai on their store page
- The "I must merge accounts" question.
- People complaining their language group isn't supported (I've known feelings about this one)
- Users yelling that Steam won't accept their profile name at login.
- Account owners refusing to reverse the chargeback from the original source.
Two quick notes:
Security is the responsibility of the account holder - Steam isn't responsible for a user's lapse in security. The user wasn't hacked, they were scammed. 2FA randomly generates, a time-sensitive code; it's far too expensive and time-consuming to brute force it. Anyway, scamming is WAY faster. People are regularly reminded not to use third-party trade or gambling sites. Stolen accounts are returned to the original owner once proof of ownership is provided.
Steam use to return scammed items, but users exploited the policy so it was stopped.
Issues related to specific games have nothing to do with Steam Support. If your game isn't working, and you bought it from a brick and mortar, Game isn't going to troubleshoot it for you - that's the dev's problem to solve.
If a person is within the refund window - and they haven't been abusing the system by "demoing" games - they'll receive a full refund. The refund policy is two hours and within two weeks. The time limit is to protect indie devs that make shorter games from being exploited.