Steam support is the literal worst support I have ever seen in my 47 years of life..

[Bishop]

I have to say this. I have been using Steam for a very long time.. I have spent a lot of money on this platform. This customer service is the worst I have ever seen in my entire life..

I get a notice that my account was flagged for fraud.. Why? Because I have two accounts?
One for my wife and I, and one for just myself.
Both use my debt card. Steam allows for the creation of multiple account to one email address so why is this a concern? Why would my debt card being used on both be flagged as fraud? All the info is correct, the address, name, CV code, Zip code...

I send in a support request and 10 hours later, at 12am midnight, I finally get a response?
Who responds at midnight? what kind of nonsense is that?
So what, I should be expected to be up at midnight to respond immediately and get my problem fixed? Nonsense...
But by some stroke of luck I wake up at 3:30 am and I respond.........
12 freaking hours later and I still haven't gotten a response? Wth?
I cannot believe it is taking this long to get this fixed and in the meantime I cannot play the game my wife and I have been waiting for.
Waiting between 9 and 24 hours to get a simple response is unbelievable.
Waiting days to get access back to my account is just insane...

No chat support, No phone support.... What age are you living in?

Seriously and this is no joke. I literally get better support from Ali Express and they are in freaking China...
If this is what Steam considers support for a member who has been using their service for 20 years, then I really need to start buying hard copies of games again.
This is unreal...

[Mad Scientist]

Originally posted by Bishop:

I send in a support request and 10 hours later, at 12am midnight, I finally get a response?
Who responds at midnight? what kind of nonsense is that?

It's not unheard of to have some kind of 24/7 support, usually with different teams on different shifts, or overseas offices utilizing the same language taking some of the workload.

Originally posted by Bishop:

So what, I should be expected to be up at midnight to respond immediately and get my problem fixed? Nonsense...
But by some stroke of luck I wake up at 3:30 am and I respond.........
12 freaking hours later and I still haven't gotten a response? Wth?

High volume, half a day isn't that bad for what may likely be a normal priority issue and not a high priority issue.

Originally posted by Bishop:

No chat support, No phone support.... What age are you living in?

People have no idea how bogged down even a small team gets when you start taking phone calls. Steam has hundreds of thousands of tickets per day - even 1-2 million per day during massive sales, many call centers get 1-6 dozen calls per hour, imagine how many people you'd need for hundreds of thousands of phone calls, and live chat is typically even worse than phone support for employees due to the delays. Too many people like to play story time on phones/live chat as well, emails let you get to the gist and reply accordingly.

Originally posted by Bishop:

Seriously and this is no joke. I literally get better support from Ali Express and they are in freaking China...

They are happy to shove knock-offs and low quality products out the door for profit. That's a major difference. Some of their products have been known to explode/catch on fire and specific products from them are banned in many countries for being unsafe low quality fire/explosion hazards.

Originally posted by Bishop:

If this is what Steam considers support for a member who has been using their service for 20 years, then I really need to start buying hard copies of games again.
This is unreal...

You have to get to the "WHY" an account or payment method was flagged for fraud. They usually don't just randomly hit accounts using the same info from the same place, unless something sets it off. Quite often fraud is a chargeback that someone did with the payment method, which is not a legitimate way of resolving disputes in regard to refunds.

[SLAYER187]

Sounds like you have steam support mixed up with microsuck support ?! Never had any issues with them myself, i do not trade with people i do not have on my friends list, i do not use my steam credentials to sign in on any other site etc etc. IDK most assume what valve does and get it wrong!! Patience is key with any game company (services) Sounds fishy to me. Maybe crazy tiger can give you some advice if tiger chimes in on this post.

[xBCxRangers]

I echo the post. You're right. Idk what they're doing over there. But they do have to get with the times.

This model is 20 years old, and peer to peer help is not going to work at a store with this much traffic.

You can have a forum, but you do need chat with agent abilities, and even a phone number.

Not to mention, Steam Support may be located in different parts of the the world, in different time areas. So, if you're in the States, and they in Europe, they're six hours ahead. If they're in other parts, maybe even a full day ahead.

Anyway, we these complaints every day, and they should do something.

I would warn you for what's ahead, being we have a about 15 regulars here, who will blame you, not they, for being the problem.

We know about them too, so don't get baited or insulted.

[Mad Scientist]

Originally posted by MrNewell123:

You can have a forum, but you do need chat with agent abilities, and even a phone number.

As someone with a large amount of experience in and managing such, you are very, very wrong about that especially in regard to services with an extremely high volume of traffic compared to a service that gets maybe 1-6 dozen calls per hour.

[xBCxRangers]

Originally posted by Mad Scientist:

Originally posted by MrNewell123:

You can have a forum, but you do need chat with agent abilities, and even a phone number.

As someone with a large amount of experience in and managing such, you are very, very wrong about that especially in regard to services with an extremely high volume of traffic compared to a service that gets maybe 1-6 dozen calls per hour.

Well how does Xbox and Sony have phone numbers and chat with agents? In fact, how does Amazon have it? Steam has to get with the times.

[Mad Scientist]

Originally posted by MrNewell123:

Originally posted by Mad Scientist:

As someone with a large amount of experience in and managing such, you are very, very wrong about that especially in regard to services with an extremely high volume of traffic compared to a service that gets maybe 1-6 dozen calls per hour.

Well how does Xbox and Sony have phone numbers and chat with agents? In fact, how does Amazon have it? Steam has to get with the times.

You are leaving out the volume involved again as you've been told repeatedly on the accounts. Low traffic places are fine having phone and chat for human-only interaction, high volume places it bogs down absolutely everything very quickly when only relying on people.

You also neglected to mention amazons chat support is AI unless human intervention is needed, which for most issues; human intervention is not needed. I've had to use that feature a few times recently, best to be actually honest about amount of actual people vs AI doing most of the work.

You're also not asking the "Why" a user would be hit for fraud. The primary methods are reported stolen/flagged as fraudulent use by card holder or bank, or chargeback which is not the proper way to resolve refund disputes.

[xBCxRangers]

Originally posted by starbuck:

They are def not the worst and they dont misuse their power like most other platforms do.
Try reaching twitter, facebook, google, they wont even bother replying at all and just rather close ur account without explanation.

Though we're not buying anything from them. This is a store, like Amazon is a store.

The difference is, when Amazon has third party sellers, Amazon, even by phone make the decisions, at least in my experiences. Not the third parties. Amazon runs the show.

Here, they let the third parties run the show, and with that, a very lacking customer service. That's going to frustrate many customers.

[Bishop]

Originally posted by MrNewell123:

I echo the post. You're right. Idk what they're doing over there. But they do have to get with the times.

This model is 20 years old, and peer to peer help is not going to work at a store with this much traffic.

You can have a forum, but you do need chat with agent abilities, and even a phone number.

Not to mention, Steam Support may be located in different parts of the the world, in different time areas. So, if you're in the States, and they in Europe, they're six hours ahead. If they're in other parts, maybe even a full day ahead.

Anyway, we these complaints every day, and they should do something.

I would warn you for what's ahead, being we have a about 15 regulars here, who will blame you, not they, for being the problem.

We know about them too, so don't get baited or insulted.

I expected white knights, they are everywhere and quite frankly IDC what they say. I have been alive long enough to know what terrible customer service looks like and this is it. It's not a question. it's a statement of fact.

I do however love how the white knights chose to respond to tidbits that they can BS their way through but choose to disregard all the valid points. lol.. So amusing..

I'm 47 years old and nothing anyone can say, can detract from my actual life experience with multitudes of customer service, including my experience as an actual customer service rep at two different centers.
This is the literal worst I have ever had to deal with..
That's it..
Point blank..
Fact..
White knight all you want.. Cheers...

[Boblin the Goblin]

Originally posted by MrNewell123:

Originally posted by Mad Scientist:

As someone with a large amount of experience in and managing such, you are very, very wrong about that especially in regard to services with an extremely high volume of traffic compared to a service that gets maybe 1-6 dozen calls per hour.

Well how does Xbox and Sony have phone numbers and chat with agents? In fact, how does Amazon have it? Steam has to get with the times.

With complaints of support agents not knowing English as a first language, would you think phone support would be better?

[Mad Scientist]

Originally posted by Bishop:

I expected white knights, they are everywhere and quite frankly IDC what they say. I have been alive long enough to know what terrible customer service looks like and this is it. It's not a question. it's a statement of fact.

I do however love how the white knights chose to respond to tidbits that they can BS their way through but choose to disregard all the valid points. lol.. So amusing..

I'm 47 years old and nothing anyone can say, can detract from my actual life experience with multitudes of customer service, including my experience as an actual customer service rep at two different centers.
This is the literal worst I have ever had to deal with..
That's it..
Point blank..
Fact..
White knight all you want.. Cheers...

So the question is;

Did anyone using it, do a chargeback? That is the #1 way to get hit for fraud on Steam. Their message usually informs you of what you have done or need to do in order to resolve it, else an amount of time before action may be taken.

So if someone did a chargeback, now's the time to tell your bank to reverse the chargeback.

[KalGimpa]

Originally posted by Bishop:

Originally posted by MrNewell123:

I echo the post. You're right. Idk what they're doing over there. But they do have to get with the times.

This model is 20 years old, and peer to peer help is not going to work at a store with this much traffic.

You can have a forum, but you do need chat with agent abilities, and even a phone number.

Not to mention, Steam Support may be located in different parts of the the world, in different time areas. So, if you're in the States, and they in Europe, they're six hours ahead. If they're in other parts, maybe even a full day ahead.

Anyway, we these complaints every day, and they should do something.

I would warn you for what's ahead, being we have a about 15 regulars here, who will blame you, not they, for being the problem.

We know about them too, so don't get baited or insulted.

I expected white knights, they are everywhere and quite frankly IDC what they say. I have been alive long enough to know what terrible customer service looks like and this is it. It's not a question. it's a statement of fact.

I do however love how the white knights chose to respond to tidbits that they can BS their way through but choose to disregard all the valid points. lol.. So amusing..

I'm 47 years old and nothing anyone can say, can detract from my actual life experience with multitudes of customer service, including my experience as an actual customer service rep at two different centers.
This is the literal worst I have ever had to deal with..
That's it..
Point blank..
Fact..
White knight all you want.. Cheers...

i have been alive longer

if you think 24 hours is bad for a company with 100+ million subs

you have lived a sheltered existence

i have had some tickets take a few days to get to

all depends on how many reports/requests they are dealing with before yours

cause

you know

you are not the only person on steam with a problem

[Knee]

Originally posted by Bishop:

Originally posted by MrNewell123:

I echo the post. You're right. Idk what they're doing over there. But they do have to get with the times.

This model is 20 years old, and peer to peer help is not going to work at a store with this much traffic.

You can have a forum, but you do need chat with agent abilities, and even a phone number.

Not to mention, Steam Support may be located in different parts of the the world, in different time areas. So, if you're in the States, and they in Europe, they're six hours ahead. If they're in other parts, maybe even a full day ahead.

Anyway, we these complaints every day, and they should do something.

I would warn you for what's ahead, being we have a about 15 regulars here, who will blame you, not they, for being the problem.

We know about them too, so don't get baited or insulted.

I expected white knights, they are everywhere and quite frankly IDC what they say. I have been alive long enough to know what terrible customer service looks like and this is it. It's not a question. it's a statement of fact.

I do however love how the white knights chose to respond to tidbits that they can BS their way through but choose to disregard all the valid points. lol.. So amusing..

I'm 47 years old and nothing anyone can say, can detract from my actual life experience with multitudes of customer service, including my experience as an actual customer service rep at two different centers.
This is the literal worst I have ever had to deal with..
That's it..
Point blank..
Fact..
White knight all you want.. Cheers...

“Disagree with what I say ey? Now for my ultimate trump card: Invincible White Knight!”

[xBCxRangers]

Originally posted by Bishop:

Originally posted by MrNewell123:

I echo the post. You're right. Idk what they're doing over there. But they do have to get with the times.

This model is 20 years old, and peer to peer help is not going to work at a store with this much traffic.

You can have a forum, but you do need chat with agent abilities, and even a phone number.

Not to mention, Steam Support may be located in different parts of the the world, in different time areas. So, if you're in the States, and they in Europe, they're six hours ahead. If they're in other parts, maybe even a full day ahead.

Anyway, we these complaints every day, and they should do something.

I would warn you for what's ahead, being we have a about 15 regulars here, who will blame you, not they, for being the problem.

We know about them too, so don't get baited or insulted.

I expected white knights, they are everywhere and quite frankly IDC what they say. I have been alive long enough to know what terrible customer service looks like and this is it. It's not a question. it's a statement of fact.

I do however love how the white knights chose to respond to tidbits that they can BS their way through but choose to disregard all the valid points. lol.. So amusing..

I'm 47 years old and nothing anyone can say, can detract from my actual life experience with multitudes of customer service, including my experience as an actual customer service rep at two different centers.
This is the literal worst I have ever had to deal with..
That's it..
Point blank..
Fact..
White knight all you want.. Cheers...

Yeah, we've all been there. Just block them and pay them no mind. You're really preaching to the choir whether they want you to know that are not. You're right, and we are inundated with these posts.

I think in the long run, they have to change. But in the interim, this is sort of like "anarchy gaming" here on Steam, and that goes for customer service.

They're all botted responses, and we really are taking big chances buying things here imo. That's why i keep my game volume here very low, and use other gaming companies.

[eram]

Originally posted by Bishop:

I have to say this. I have been using Steam for a very long time.. I have spent a lot of money on this platform. This customer service is the worst I have ever seen in my entire life..

I get a notice that my account was flagged for fraud.. Why? Because I have two accounts?
One for my wife and I, and one for just myself.
Both use my debt card. Steam allows for the creation of multiple account to one email address so why is this a concern? Why would my debt card being used on both be flagged as fraud? All the info is correct, the address, name, CV code, Zip code...

I send in a support request and 10 hours later, at 12am midnight, I finally get a response?
Who responds at midnight? what kind of nonsense is that?
So what, I should be expected to be up at midnight to respond immediately and get my problem fixed? Nonsense...
But by some stroke of luck I wake up at 3:30 am and I respond.........
12 freaking hours later and I still haven't gotten a response? Wth?
I cannot believe it is taking this long to get this fixed and in the meantime I cannot play the game my wife and I have been waiting for.
Waiting between 9 and 24 hours to get a simple response is unbelievable.
Waiting days to get access back to my account is just insane...

No chat support, No phone support.... What age are you living in?

Seriously and this is no joke. I literally get better support from Ali Express and they are in freaking China...
If this is what Steam considers support for a member who has been using their service for 20 years, then I really need to start buying hard copies of games again.
This is unreal...

Time zones

[Mad Scientist]

Originally posted by MrNewell123:

Yeah, we've all been there. Just block them and pay them no mind. You're really preaching to choir whether they want you to know that are not. You're right, and we are inundated with these posts.

I think on the long run, they have to change. But in the interim, this is sort of like "anarchy gaming" here on Steam, and that goes for customer service.

They're all botted responses, and we really are taking big chances buying things here imo. That's why i keep my game volume here very low, and use other gaming companies.

So your solution to trying to find the root of the problem is to block people asking to see if they're doing something that set off the fraud alert?

That's not very helpful, and if we're being honest, seems to be trying to take advantage of someone currently angry to play "side vs side" rather than trying to help them resolve the situation.

Let's get down to why the OP is likely having the issue, so we can resolve it;

Originally posted by Mad Scientist:

Did anyone using it, do a chargeback? That is the #1 way to get hit for fraud on Steam.

Their message usually informs you of what you have done or need to do in order to resolve it, else an amount of time before action may be taken.

So if someone did a chargeback, now's the time to tell your bank to reverse the chargeback.