Support - Expected Response Time?

[empiricist]

Can anyone tell me how long Steam Support typically takes to respond to support tickets? I raised a ticket 10 days ago and, beyond the automatic response, have had no "support" from Steam. This relates to two purchases for LOTRO DLC from Steam which have been confirmed but which have signally failed to appear on the game. This is apparently not a singular problem - a quick search on the web shows that others have experienced the same problem. Whilst I appreciate that solving the problem at source may be taxing for Steam, there is a simple workaround - email me the necessary codes and I can input these directly into the LOTRO engine. This is truly diminishing the enjoyment of this game and keeping a loyal subscriber like me happy is not too difficult...

[Agentrock12]

it may take 5 days for them to reply

[empiricist]

Yes, I understand your point. I suppose my question is may it take them 10 days to reply? It has been 10 days thus far and I have not had that satisfaction...

[Spawn of Totoro]

Depends on what the problem is and how many tickets they have to deal with.

Ususaly 2-7 days. If it you hear nothing after 20, file another ticket (but leave the other one open still).

[empiricist]

Thank you Spawn for that advice. With regard to your first paragraph, do they have a support triage system for determining the priority of tickets or is it strictly "first come, first served"? If the latter, then presumably everyone is currently waiting for 10+ days for resolution of their tickets... I rather suspect that that is not the case: in which case, I would really appreciate understanding what criteria determine priority. In any event, the turn-around time for resolution seems inordinately high but I suppose we are talking about gaming and not a gas leak...

[Spawn of Totoro]

引用自 empiricist：

Thank you Spawn for that advice. With regard to your first paragraph, do they have a support triage system for determining the priority of tickets or is it strictly "first come, first served"? If the latter, then presumably everyone is currently waiting for 10+ days for resolution of their tickets... I rather suspect that that is not the case: in which case, I would really appreciate understanding what criteria determine priority. In any event, the turn-around time for resolution seems inordinately high but I suppose we are talking about gaming and not a gas leak...

I have no idea. I assume they have a priority type system, but seeing as I don't work for them, I can not say 100%.

Remember, they get a lot of junk tickets too. People asking for help with games that Steam doesn't even offer support for (all 3rd party games). Imagine if many people got their games from target and figured "If Target sold me the game, they chould help me get it to work right." That would be a long line.

[empiricist]

That is a valid point (re the junk tickets). I suppose that not all of Steam's user base understands the demarcation between areas of responsibility which, in most cases, is probably clearcut. It is not even as if any kind of parser could really help sort the wheat from the chaff so we are waiting for human sight of the ticket.

Nevertheless, given that I sincerely doubt that everyone is facing at least a 10-day delay before first substantive response, my broader question is, if my ticket has been de-prioritized, why?

[empiricist]

Of course Spawn, as you have already noted, that is beyond your knowledge, and I do not expect you to answer that!

[Spawn of Totoro]

Yep, and only support can tell you. Merry go rounds are fun, when you know when you will get off of them.

[empiricist]

<SIghs in frustrated resignation> Mm, will have to wait it out a little longer (or is that wishful thinking?)...