How can I contact Steam Customer Support?

[Dzyann]

I have an issue I would like it to be answered. I am not used to deal with a company that is actually hard to reach.
For example any time I have had an issue with Amazon you can easily contact them and they help you.
What I am asking is about principles, if I have an issue with a service I am receiving I should be able to contact support no? Yet Steam support has very limited options (it used to have more), and when I ask where I am supposed to ask I am sent to the forums for the game.

I have a problem with Age of Empires HD. The game doesn't work well and has barely any improvement. The advertisement is misleading. More than one person has complained about this.
And I think the people that said "is not misleading", is because they just wanted the game and they never stop to think about what the advertisement said. Which I think is great, when I really wanted a game I haven't stop to look at the advertisement. But since I already own a copy of this game I thought about it twice.
I think there is probably people that understood perfectly the advertisement, I mean there is so many people in this world.
But the fact is several people didn't so, and I talked with friends and when I told them they agreed with me too. The advertisement, to put it nicely, is not clear enough.
I am not sure why so many people defends the advertisement so ferociously. There are more than one person requesting the money back on this game.

When I tried to contact the Support they directed me to the forums, what am I supposed to say there? I posted a "I want my money back" post like I saw others were doing ( http://steamcommunity.com/app/221380/discussions/2/864969953143790857/ )
And explained my concern that in issues like this, they shouldn't be forcing me to expose my problems so anyone can answer and attack me, without reading my post properly (like the person in the first post did)
Up until now, I had a good impression of Steam. I haven't deal with their support in a long time, so Is sad to see that instead of guiding me they are trying to make me give up.

Thanks in advance for the time you take with this!

[Spawn of Totoro]

https://www.youtube.com/watch?v=ljIHpnPZMoA

From watching that video and comparing them, it looks HD to me.

Remember, HD only has to do with the resolution. If you were expecting AOE2 using the AOE3 engine, then that would have had to been built from the ground up. It is the same AOE2 engine with support for higher resolutions, some enhanced coloring and lighting effects.

I truely do not understand what the problem you are having is.

[Dzyann]

Thanks for your replies.

I requested how to contact customer service, do you know how can i do that?

GeorgePatton, I don't refuse to change my resolution in game. There is not such option.
This is my problem => http://steamcommunity.com/app/221380/discussions/0/828935673003315590/

Spawn of Toronto: I am not sure if you own the game in any of its versions.
But it is not the same AOE2, since the old one you can change the Resolution in Game. And I would have been rather happy if they would have kept the old everything and just make the map bigger, and still be able to change the resolution. Because I just wanted it to be more playable in newer system. I am not asking much.
I already own a version that causes me problems to run and has no good resolution, don't need a new one that does just the same but says otherwise.
Besides, the only way the units and such look good, is like with a super tiny resolution, so you don't notice the details. When you change the resolution of your desktop to a more old age resolution (800x600, which kinda defeats the purpose of getting the new game that "runs in new Systems) they look bad. Actually they look bad in 1600x900, bad and tiny.

If you guys know of a way you can contact Steam Customer Service, I am not sure such thing exist. Please let me know.

Regards!

[Spawn of Totoro]

Originally posted by Dzyann:

When I tried to contact the Support they directed me to the forums, what am I supposed to say there?

That statement implies you already know how to contact support, but I will give you the benefit of a dought.

"Steam Support requires an account that is DIFFERENT to your Steam Account, so if you don't have a Steam Support account you'll need to create one. https://support.steampowered.com/register

Once you have your Steam Support account, you'll need to create a new ticket: https://support.steampowered.com/newticket.php " -FrazerJC

And just from watching the videos, it is the same AOE2, but it scales the graphics to meet current resolutions. That is all. It isn't going to look much better.

[Dzyann]

Hi Spawn, I made an update to my previous post to clarify about the resolution and how it looks bad.
The way you tell me contacts Steam Supports, that apparently is for Technical Issues, with your account and such. I want to know where is the Customer Service, where you basically talk to them of your problem as a Client.
"Steam Support can only assist you with technical support issues."
In the past there were more options but they have stripped it down to almost nothing :(

So that is why i am asking how to Contact Customer Service, since I asked directly there in the Steam Support and they told me they are only for technical issues :)

Regards!

[Spawn of Totoro]

Originally posted by Dzyann:

The way you tell me contacts Steam Supports, that apparently is for Technical Issues, with your account and such. I want to know where is the Customer Service, where you basically talk to them of your problem as a Client.

That is the only way to contact support. They deal with first party technical issues (Valve games and Steam client) billing and other customer service issues.

For 3rd part tech support, contact the Developer/Publisher or use the game's hub to get assistance from other users.

It has been like this on Steam for many years now.

https://support.steampowered.com/

Steam:
"Account, Billing, Log-in, Security Troubleshooting and How-To's"

[Dzyann]

But that is not Customer Service.
I actually posted where you said, and they actually said that is only for technical stuff. Like lets say your Steam Client crashed while paying and you didn't get the game but they charged the game.
I have not place to make my rights valid.

Basic http://www.aces.edu/pubs/docs/U/UNP-0040/
Steam has violated several of them:
-The right to be informed: As stated by me and many other users in the forums, Steam offers misleading information. If HD is a term than can lead to confusion Steam should make clear what it means. Plus they didn't mention that they took the very basic option of changing resolution in game.
-The right to be heard and the right to voice: Steam doesn't offer me a way where I can place my concerns, and Steam makes me write in the Forums where i get negative responses. What's more Steam said that Steam employes check it, but none as answered my post: http://steamcommunity.com/app/221380/discussions/2/864969953143790857/
Steam is expected to respond my questions, and they haven't done that.
-The right to redress or remedy: I am not being given that opportunity since there is not a "proper" place where I can voice my concern.
-The right to service: Steam haven't given me an appropriate response to my questions.

The more basic one, where is Customer Service?
That link you gave me is Technical Support, you should be able to do what our rights as consumers say. But we don't have that option.

[Spawn of Totoro]

That link ts to Support. Support is Steam's Customer service. There is no other. I and many have put in a ticket for assistance with billing and account issues there and recived help.

It isn't Steams fault that you misunderstood that HD ment. Nor is it the Developers fault for your lack of understanding.

"The right to be heard and the right to voice:" You are using it now and you are refusing to use the other, proper method.
-----
https://support.steampowered.com/kb_article.php?ref=8360-WEJC-2625#refund

Steam Refund Policy
As with most software products, we do not offer refunds or exchanges on games, DLC or in-game items purchased on our website or through the Steam Client. Please review Section 3 of the Steam Subscriber Agreement for more information.

Steam Subscriber Agreement
http://store.steampowered.com/subscriber_agreement/

An exception is made for games purchased during a pre-order period if the request is received prior to the games' release date.
-----
Customer Support is in the links I have provided.

[Dzyann]

Are you an Steam representative? If you are not, then I am not being heard by Steam.

And I didn't misunderstood, the description is poor and doesn't mention what changes were made to the game for the worse. Many other people has the same problem.
Many other people is having issues with the resolution, and with crashes. And having to set weird options so it runs. Not only me.
And about that, did you buy the game? Have you played it? Do you consider it looks like they mention it looks? "Enhanced Visual Engine", "Remastered in HD". "New Units". New? they are the old good ones, just exactly, they scale it to tiny size, so you don't notice that it hasn't changed at all.

There is not a real channel where I can contact Steam directly and put a complaint about their service. The Support site is about Technical Issues. They don't consider that a complaint should go there, and they told me so.
So I am asking where I can complain. If a Steam representative reads this post, and answers me. Then at least I could say i reached them. So far is the community of users who are assisting me.

And the refund policy is very nice, but I and you have rights too. And if they sell a bad product with bad information, they should either fix it or refund. They are not fixing it, or not telling they are going to fix it, so They should be refunding.

Regards!

[Silicon Vampire]

Steam support can help with account issues and Valve games. You need to contact the publisher/developer to get support on a particular game for issues such as yours.

[Dzyann]

Thanks Silicon Vampire for your answer.
I will try and do that too. I think, some of this is actually Steam responsibility though.
I would like to know where I can send a "feedback" about Steam Service.
Does anyone know?

[Drfeces]

Go to:

https://support.steampowered.com/register

There you can register an account, remember its different than your steam account!

[Spawn of Totoro]

Originally posted by Dzyann:

Thanks Silicon Vampire for your answer.
I will try and do that too. I think, some of this is actually Steam responsibility though.
I would like to know where I can send a "feedback" about Steam Service.
Does anyone know?

The all in one Steam Support.

[Dzyann]

Hi Drfeces. I own one of those accounts. There is not option where I can say "I am unhappy with your service"
If you or Spawn knows the option where I can do so, I will really appreciate it.

Thanks!

[Spawn of Totoro]

Originally posted by Dzyann:

Hi Drfeces. I own one of those accounts. There is not option where I can say "I am unhappy with your service"
If you or Spawn knows the option where I can do so, I will really appreciate it.

Thanks!

Any option will do. The catagories just make it easier to categorized an issue. You can even include it in the same ticket for the other issue.

[Dzyann]

Hi Swan of Totoro, not all options will do, since I did try that and they told me that was not the place to post, and when I ask where I should post they don't answer me.

Regards!