Humans instead of robots as Steam Support

[Doody]

Hello. I had an issue about a payment a few days ago. The problem was very obvious and i could only contact steam support to solve it. So i created a ticket and they replied very quickly, only about the FAQs... So i told them i know these FAQs and i told them the problem more specificly. They added a few sentences and again, The Amazing FAQs... So, long story short: Steam support is using bots or some AI to support people, this ain't ok. Just like in my case, i believe that many people can not get help due to this problem.

My suggestion: Replace bots with people.

[Wolf Knight]

steam support does not use AI nor bots, every ticket is viewed by a human. if they sent you to an FAQ, then your problem was not something they could assist with.

how about a little information about the issue

[Doody]

Ofc they are all humans. I am trying to point out that they are refusing to help me out with a simple problem. My problem is: I used my bank card to add balance to my steam account to buy something from community market, and then i was asked to confirm my payment or i would have to wait 3 days until i can use steam community market. So they took 2 different amount of small money from my bank account and asked me to enter how much money was taken in order to confirm my payment method. I entered both correctly and it still said i wrote it incorrectly. I told them the situation and they responded with FAQs and FAQs couldnt help me solve my issue at all. They did not even mentioned what could cause this or my problem in their response. Their response was so not related with my problem. I am sad :c

[AustrAlien2010]

I doubt they have machines working for them. (At least I hope not.)
Machines can't think.

[Doody]

Opprinnelig skrevet av AustrAlien2010:

Machines can't think.

Thats exactly why i am worried.

[Cathulhu]

If your bank account uses a different currency then US Dollar then the amount was converted. Use the original US Dollar values to verify your account.

[CORBINLORD]

Opprinnelig skrevet av Omni:

Opprinnelig skrevet av AustrAlien2010:

Machines can't think.

Thats exactly why i am worried.

If they are busy or feel it can be resolved by a copy-paste answer, then that's what they do, not robots [at least I don't think they are]. That's why it "feels" like a bot answer though

[Edifier]

Opprinnelig skrevet av Omni:

Hello. I had an issue about a payment a few days ago. The problem was very obvious and i could only contact steam support to solve it. So i created a ticket and they replied very quickly, only about the FAQs... So i told them i know these FAQs and i told them the problem more specificly. They added a few sentences and again, The Amazing FAQs... So, long story short: Steam support is using bots or some AI to support people, this ain't ok. Just like in my case, i believe that many people can not get help due to this problem.

My suggestion: Replace bots with people.

Steam support is made up of real people.
Also how was the problem so obvious?

[Spawn of Totoro]

Opprinnelig skrevet av Cathulhu:

If your bank account uses a different currency then US Dollar then the amount was converted. Use the original US Dollar values to verify your account.

And it states as much in the FAQ.

https://support.steampowered.com/kb_article.php?ref=4530-WROA-3278&l=#conversion

In what currency do the amounts need to be entered in and how do I get the original pre-converted amounts?

The verification authorizations are sent to your bank in the currency that is used in the Steam Store. If the bank converts these to your local currency, you must contact them to request the original amount before any fees or conversions. The phone number will be on the back of the card.

OP, are you using a non-US bank account?

[Doody]

Opprinnelig skrevet av Spawn of Totoro:

Opprinnelig skrevet av Cathulhu:

If your bank account uses a different currency then US Dollar then the amount was converted. Use the original US Dollar values to verify your account.

And it states as much in the FAQ.

https://support.steampowered.com/kb_article.php?ref=4530-WROA-3278&l=#conversion

In what currency do the amounts need to be entered in and how do I get the original pre-converted amounts?

The verification authorizations are sent to your bank in the currency that is used in the Steam Store. If the bank converts these to your local currency, you must contact them to request the original amount before any fees or conversions. The phone number will be on the back of the card.

OP, are you using a non-US bank account?

I use non us dollar bank account and the confirmation already asks in my currency. A person named Jack was responding to my ticket, and after realizing he is not even reading my case and just copy pasting FAQs for 2 replies, i wrote that they do not read my problem at all and someone else replied and they told me they read my problem. They told my that my bank may took comission and thats the reason that it didnt accept the amounts i entered. This very very helpful after waiting 2 days, and i must wait 3 days for the confirmation to be done by itself.
And now this is another case where steam support refused to help or used AI for testing purposes and i couldnt get help.

[Count_Dandyman]

Opprinnelig skrevet av Omni:

Opprinnelig skrevet av Spawn of Totoro:

And it states as much in the FAQ.

https://support.steampowered.com/kb_article.php?ref=4530-WROA-3278&l=#conversion


OP, are you using a non-US bank account?

I use non us dollar bank account and the confirmation already asks in my currency. A person named Jack was responding to my ticket, and after realizing he is not even reading my case and just copy pasting FAQs for 2 replies, i wrote that they do not read my problem at all and someone else replied and they told me they read my problem. They told my that my bank may took comission and thats the reason that it didnt accept the amounts i entered. This very very helpful after waiting 2 days, and i must wait 3 days for the confirmation to be done by itself.
And now this is another case where steam support refused to help or used AI for testing purposes and i couldnt get help.

So you seem to have still missed what is in the FAQs you were linked to by support

If the bank converts these to your local currency, you must contact them to request the original amount before any fees or conversions

and it sounds like what you wanted was for support to bypass the restrictions without you doing that and that is something they cannot do.

Your problem is sounding less and less like an issue with support not doing their job properly and more like a case of support doesn't do what I want it to.

[Brian9824]

Opprinnelig skrevet av Omni:

Opprinnelig skrevet av Spawn of Totoro:

And it states as much in the FAQ.

https://support.steampowered.com/kb_article.php?ref=4530-WROA-3278&l=#conversion


OP, are you using a non-US bank account?

I use non us dollar bank account and the confirmation already asks in my currency. A person named Jack was responding to my ticket, and after realizing he is not even reading my case and just copy pasting FAQs for 2 replies, i wrote that they do not read my problem at all and someone else replied and they told me they read my problem. They told my that my bank may took comission and thats the reason that it didnt accept the amounts i entered. This very very helpful after waiting 2 days, and i must wait 3 days for the confirmation to be done by itself.
And now this is another case where steam support refused to help or used AI for testing purposes and i couldnt get help.

1. Steam doees not use AI for support.
2. It's normal for support to use copy and paste responses to common questions. it saves time and provides consistency.
3. The copy and pasted answer you were given was correct.

If the bank converts these to your local currency, you must contact them to request the original amount before any fees or conversions.

If you did what the first response told you then the bank could have given you the comission info and it would have been resolved. So no one refused to help you. In fact you refused to listen to their support.

[Spawn of Totoro]

Opprinnelig skrevet av Omni:

Opprinnelig skrevet av Spawn of Totoro:

And it states as much in the FAQ.

https://support.steampowered.com/kb_article.php?ref=4530-WROA-3278&l=#conversion


OP, are you using a non-US bank account?

I use non us dollar bank account and the confirmation already asks in my currency. A person named Jack was responding to my ticket, and after realizing he is not even reading my case and just copy pasting FAQs for 2 replies, i wrote that they do not read my problem at all and someone else replied and they told me they read my problem. They told my that my bank may took comission and thats the reason that it didnt accept the amounts i entered. This very very helpful after waiting 2 days, and i must wait 3 days for the confirmation to be done by itself.
And now this is another case where steam support refused to help or used AI for testing purposes and i couldnt get help.

Sounds like the FAQ contained the answer to your question, imho. Like Count_Dandyman said, the FAQ mentions such conversion fees for non-US bank accounts.

With the amount of tickets support does through every day (let alone around sales times) they can't give a personal answer to everyone and will link to the FAQ if the question has already been answered there.

You can see an estimate of the tickets support goes through here: https://store.steampowered.com/stats/support

Note the huge spike around the time the sales started.

They did help you by directing you to your answer. If what you expected as them removing the restriction, then that is something they simply can not do.

[Crashed]

Opprinnelig skrevet av Wolf Knight:

steam support does not use AI nor bots, every ticket is viewed by a human. if they sent you to an FAQ, then your problem was not something they could assist with.

how about a little information about the issue

I asked Steam Support a question and the answers looked very bot-like and were 95% irrelevant.

[Wolf Knight]

Opprinnelig skrevet av Crashed:

Opprinnelig skrevet av Wolf Knight:

steam support does not use AI nor bots, every ticket is viewed by a human. if they sent you to an FAQ, then your problem was not something they could assist with.

how about a little information about the issue

I asked Steam Support a question and the answers looked very bot-like and were 95% irrelevant.

the response you got was from a template. most businesses use them when answering commonly asked questions. it keeps the response uniform and reduces the risk of giving a confusing answer or the wrong answer (missing one or 2 words can change a no into a yes). A template response is also much easier to update when something changes, you only have to change one document instead of having 100+ individual documents.

sometimes, there will be information in the response that doesnt apply to your question, and sometimes it is you that only sees the information as irrelevant when the information is completely relevant.

[Toby]

Opprinnelig skrevet av Wolf Knight:

steam support does not use AI nor bots, every ticket is viewed by a human. if they sent you to an FAQ, then your problem was not something they could assist with.

how about a little information about the issue

Well those people must be the dumbest people on this entire planet