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Pretty good times for being in the middle of a seasonal sale. Support is way ahead of what it used to be. But the 'Steam Support is crap' is a meme hard to kill...
And you can find as many horror stories about Origin Support as you can find from Steam (Or any other support service)
Chat support has never been a avaiable option whenever I've had to contact Origin Support. And they never were able to merge my old EA Account into Origin when they started up the service (Which lost me a bunch of games, btw) because it 'didn't exist' apparently.
Support services suffer a lot from 'The grass is greener at the other side'
Chat support can and does work exactly the same any other ticketing system does. If you think you can't get 'bot responses' or be given the boot through a chat support system you're only fooling yourself.
https://answers.ea.com/t5/Origin-Access/Waited-live-chat-over-hour-answered-bot-questions-then-it/td-p/6310499
See? there's horror stories out there about how every support service is crap.
what is usually known as Steam support was always a ticket based system, they just upfronted the help wizard to minimize the useless overhead for issues they can't help with.
Steam Support is still garbage though, when you compare it to years ago, yes. You are completely right, for years they went through an abysmal system where your ticket could take weeks or months to answer.
Yet during this entire thing, EA had live chat support. Even Valve's improvements to support a couple years back is simply not good enough for a multi-billion dollar company. They have no phone support, which EA does, and no e-mail support, which again, EA does.
We should not be celebrating and acting like Valve's support system is any better than most gaming support systems out there. It definitely isn't. Taking a small leap as to where companies already took the giant one years ago is just sad.
You can't seriously tell me that Valve's only method of communication is flawed. There is only one way to contact support and it takes you days to even get through to somebody. And if that were to be an automated response, you would yet again have to wait another day once you reply. EA live chat does not have automated bots, it has automated messages such as introductions. But mainly everything else is comprised by an actual human being who you can communicate with in-detail immediently without having to wait an obscene amount of time to do so.
I'd show you my support tickets and how long it took them to respond, but Valve auto-removes them after two months.
I've almost never had a bad experience with live chat, there's a waiting line between five and one hour. Sure, some of them can be incompetent at their job once you finally get to them, I've had those, it's just as the same amount that Valve support has. Yet they're more on the automated side because they don't have the resources to manage everyone. I doubt out of those 400 that every single one is based solely on support, not when you count developers for games such as Artifact and Steam as a whole.
Valve suffers from a lack of options and a lack of people. They need to do better. There's probably more volunteer moderators on these forums than there are people in support.
Not sure why you couldn't get to chat support on Origin, I can easily do it through their instructions. I.E Pick a game, give X reason for why you talk about game, pick chat support.
More like the grass is being trampled on due to sheer number of people they have to handle.
Nah. Never really had those issues. Talking to a human right then and there is sure better than waiting for a post that could potentially result in a bot response. You see, the problem is that you're in there face there. They have time limits to respond to you, Valve support DOES NOT. Waiting days is not a time limit, its a disaster of a support system. Most of my support problems to EA have been solved within at least an hour, going through different options if one fails, them fixing something that they caused accidentally, me making a mistake.
Should EA get rid of Live Chat and go through a ticket system like Valve? Of course not. That would just degrade support.
I've literally never seen an automated support in EA chat. Ever. Infact, I've never even had to wait over 45 minutes to be in a queue, and once joining,ever see an automated bot, and then have to wait for an actual person. If anything though, at least their automated system can actually respond to you in a timely manner, it's a sort of fail safe if you ask me. You still need to wait days for a single answer from Valve.
I could just as easily exit from that automated support system and come back the next day, and it'd still be faster than Valve's system. Not to mention that I could use EA's e-mail and telephone system, two extra methods out there.
Beyond that, the other helpful and knowledgeable replies already covered the fact that Steam is essentially a Storefront and all Support/Issues for the games should really go to the Developers/Publishers at their respective Forums/Websites. Passing The Buck really sucks I know, but other than basic compatibility issues, Steam really doesn't have much say in how a game works or improves.
HTH
I'd personally love if everyone took some turns doing two kind of work in their life: Retail and customer support.
They're great eye-opening experiences.
No it doesn't. Look at the actual support resonse times again. And these are times for the highest support activity peaks on Steam.
And you may be as much stonewalled and given blanket responses through chat that you would through a ticketing system. It just happens your personal experiences are different for both systems. But for others is the other way around. [/quote]
A person can also deliver bot responses. In fact most call center operatives are little more than script-following workers (because most don't even have the liberty to prat from their support scripts) Call centers are a human-based screening tool for issues.
As a user I personally despise to waste my active time by waiting and discussing on a chat or phone line to get my issues adressed. (Mainly because I know how call/chat centers work and how much of a time waste to get stuff solved they represent)
Out of curiosity... When did you open those tickets and what were the subjects of them?
And you're wrong. Steam has a dedicated Support team. See the point I made earlier about memes being hard to dispel?
"Chat Support is not avaiable for your issue" (Was trying to get an old key activated, nothing too fancy) No other explanations given. Origin gave me a great Support experience there.
Again, that is no guarantee you won't be dismissed or stonewalled as fast as in any other support services. Response times are a double edged sword
There's a reason I despise call centers, and Chat services are nothing but text-based call centers.
Funniest part is that if a chat service was able to quickly solve your issues, those issues would also had been quickly solved through a self-support page. Yet chat support is good but self-help pages are bad.
The only difference between both is who's serving you the steps to follow.
You keep assuming things. How are you so sure Support tickets are no subject to SLAs.
Not necessarily. You keep thinking the channel is the issue, when it's not. And you keep comparing an Apple to an Orange.
Aye, it's the same with people who always say that "the customer is always right". Here we have a saying "Customer is king, but not emperor", which effectively means "Customer is important, but not always right".
I always liked The Customer is always right.....Except when they're wrong. viewpoint. Used it more than I'd like when I worked behind a bar but drunken people aren't always the nicest of customers.
I also like that you can rearrange the letters in "Customer" to spell out "Store scum" something that I'm sure everyone in retail would have to agree with on occasion.
Yeah, that viewpoint is one you quickly learn when you work a lot with customers.
And also yeah to the last part. Store scum sounds correctly, yes.
No. Steam support is not garbage anymore. The thing that Steam support did wrong years ago was giving an easy system for people to contact them. So people contacted them about every single problem they had with a game that was not Developed by Valve.
Or a ton of other useless questions that just slowed down everything. So it basically took time to get to people but once they got help it often was good and the issue was solved.
These days the amount of threads trashing Steam support is way down, it gets to the point the threads praising Steam support for helping them is on the same amount.
Now Steam Support only focus on a few tasks and have cut down the time on the responses so much it's just amazing.
Phone lines would be busy 24/7 so that wouldn't be much of a help. You fail to see see the absolutely massive userbase and the amount of games Steam has. People would call in about everything like they did with the old ticket system.
Email support is basically the ticket system.
You don't know how many people Valve have helped just this week and how many people are happy with the support they have gotten. The fact that threads complaining about Steam support has died down so much goes to prove this.
Steam Support is not automated. It's just that they have copy paste answers for similar questions that they keep getting and instead of typing the whole thing again and again and again they just copy paste the right answer.
Almost never? Some can be incompetent? It sounds like you do run into problems.
The Steam support staff only deal with Steam support. The Support staff is the largest group at Valve and Valve are actively trying to hire more and more people. But there are only so many who want to do that work and have the skills for it.
There are probably 20 times more Support people than there are Global Moderators. Maybe even 30 or 40 times.
But if just a few people managed the entire support section then those people should be paid their weight in gold due to how much work they do.
15 MILLION active users. Queue times would be days long.
Also Valve can't give support to a gave they haven't coded. If people want help with a game on Steam store they will have to contact the Developers and their Support section.
This was the main reason why Steam support got such a bad reputation. It took a long time to get a response and then the response you got was basically telling you to go too the games Support section.
Support people can't just sit around and do nothing. They are actively helping people that needs help.
The reason it still takes time is because there are a lot of people asking for help.