Support ticket escalation options?

[jpgobert]

I tried making a $300 purchase during the recent sale but the order process crashed and my cart was auto-saved for 72 hours. I followed directions on trying to repurchase but nothing worked. I opened a support ticket and so far nothing they've done has fixed the issue. The last message from support basically told me that once the clock runs out on the cart, if they haven't resolved my issue, then I'm out of luck on my purchase. I can't find any phone numbers to call or a way to escalate the issue and I'm down to 15 hours before the cart expires. Can anyone point me in the right direction for help with fixing this? PayPal isn't the problem (contacted them), tried using my credit and debit cards (called them as well)... nothing works. Steam support supposedly confirmed my account and added notes to the account so the purchase wouldn't be blocked. That didn't help... I've tried at least ten times to repurchase the cart but nothing works.

The message I keep getting is, "There seems to have been an error initializing or updating your transaction. Please wait a minute and try again or contact support for assistance.".

Any help would be greatly appreciated.

[Cathulhu]

Steam Support is your only option. And no, there is no way to escalate the issue.
Why did you wait until the last day when all the deals where available for eleven days?

[jpgobert]

Because I work a LOT and didn't realize the sale was happening until I came across an article online suggesting the top ten RPG's on sale. I've had a Steam account for a while but didn't use it much in the past. I've only recently started buying more and getting into it. Either way it's not like I wanted until five minutes before the sale ended. I made my purchase the day before the sale was set to end. Is that supposed to be a problem? (No sarcasm, honest question).

[jpgobert]

Does anyone know if Steam actually pays attention to these forums? Honest question... just not sure if this is a waste of time or if it might actually help..?

[Satoru]

Originally posted by jpgobert:

Does anyone know if Steam actually pays attention to these forums? Honest question... just not sure if this is a waste of time or if it might actually help..?

Support answers via the ticketing system. If your purchase doesnt go through when the ticker times out. Note you not only had 14 DAYS to buy things during the sale. you also now have an extra 3 DAYS to check out.

[ReBoot]

Originally posted by jpgobert:

Does anyone know if Steam actually pays attention to these forums? Honest question... just not sure if this is a waste of time or if it might actually help..?

Its "Valve", Steak is just a program. Don't expect help from Valve in this forum. This is the users belp & tips forum. Steam support is the place to get official help.

[jpgobert]

Originally posted by ReBoot:

Originally posted by jpgobert:

Does anyone know if Steam actually pays attention to these forums? Honest question... just not sure if this is a waste of time or if it might actually help..?

Its "Valve", Steak is just a program. Don't expect help from Valve in this forum. This is the users belp & tips forum. Steam support is the place to get official help.

Ok... it was worth a shot if nothing else... I guess paying customers aren't worth their time... at least I know better going forward...

[Cathulhu]

You are not a special snowflake, you have to abide by the same rules as everyone else.

[jpgobert]

Originally posted by Satoru:

Originally posted by jpgobert:

Does anyone know if Steam actually pays attention to these forums? Honest question... just not sure if this is a waste of time or if it might actually help..?

Support answers via the ticketing system. If your purchase doesnt go through when the ticker times out. Note you not only had 14 DAYS to buy things during the sale. you also now have an extra 3 DAYS to check out.

Your point? I work for a living and don't spend all of my time waiting for Steam to have a sale. I found out about it, was interested, made a purchase during the sale and have a reasonable expectation of receiving what I ordered. Yes, I did have three days but if you'd see the support ticket thread you'd know that they're doing nothing to resolve the problem with their system.

If you don't like people looking for help then don't read their posts... it's that simple.

[jpgobert]

Originally posted by Cathulhu:

You are not a special snowflake, you have to abide by the same rules as everyone else.

What the hell is that supposed to mean? What rules am I not following? I bought during the sale, their store didn't work. I opened a ticket, they're not helping. What am I missing besides you being a ♥♥♥♥?

[ReBoot]

Originally posted by jpgobert:

Originally posted by Cathulhu:

You are not a special snowflake, you have to abide by the same rules as everyone else.

What the hell is that supposed to mean? What rules am I not following? I bought during the sale, their store didn't work. I opened a ticket, they're not helping. What am I missing besides you being a ♥♥♥♥?

You're missing one simple fact: You're not the only one writing to support.

[,]

Did you try restarting steam? Legitimately lol, not trying to sound like Apple customer service. I have a similar issue and all i did was press "exit steam" and relaunched it, my purchases were then made afterwards. From the looks of it, Steam did try to help you by "adding notes" to your account, probably your account needed to be "refreshed", can be done by exiting steam.

[jpgobert]

Originally posted by ReBoot:

Originally posted by jpgobert:

Ok... it was worth a shot if nothing else... I guess paying customers aren't worth their time... at least I know better going forward...

Paying customers are worth their time. The question is rather why you think that YOU are worth their time way more than everyone else who seeks help.

Did I say that I was worth more than anyone else? Nope... just not real clear why it takes five responses from their support techs to not fix the problem yet. I don't think that's unreasonable... or hell, take a week if they need to. But when I lose the pricing that they offered because of their issue then I think its a legit complaint. If it were my gear that screwed up or my issue, then yeah it is on me. That's not the case here...

[jpgobert]

Originally posted by OCTOBRSVRYOWN:

Did you try restarting steam? Legitimately lol, not trying to sound like Apple customer service. I have a similar issue and all i did was press "exit steam" and relaunched it, my purchases were then made afterwards. From the looks of it, Steam did try to help you by "adding notes" to your account, probably your account needed to be "refreshed", can be done by exiting steam.

Literally, I stopped using the steam client to try the purchase (by their request). I tried IE, Firefox and Chrome on multiple PC's in the house. One was a brand new laptop I just built so there's no caching or anything else that could be the issue. The saved cart pulls up, I agree to the terms, click the button to complete the purchase and get an immediate error stating "There seems to have been an error initializing or updating your transaction. Please wait a minute and try again or contact support for assistance."

No matter what browser, on what machine, I get the same error every time. I don't know what else I can try...

[General Zod]

All you can do is wait for support. That, unfortunately can take days...

[Start_Running]

Originally posted by jpgobert:

Originally posted by Satoru:

Support answers via the ticketing system. If your purchase doesnt go through when the ticker times out. Note you not only had 14 DAYS to buy things during the sale. you also now have an extra 3 DAYS to check out.

Your point?

I work for a living and don't spend all of my time waiting for Steam to have a sale. I found out about it, was interested, made a purchase during the sale and have a reasonable expectation of receiving what I ordered.

Your order met with errors. sadly, you have missed out. Get back to work. Steam will generally do all they can to help you but they are under no obligation to process your purchase at the former discounts. You were not charged, hence there was no actual transaction, thusly, no obnligation.