USER reviews for steam support

[EmotionallyBroken]

because quality of support matters

for clarification, I mean for individual issues, though an overall rating is an interesting idea too that could probably benefit valve greatly, and their company image if they had that as a resource for decision making about their support performance.

EDIT:
This thread is NOT here for the purpose of talking about me, I am not a review system
This thread is NOT here for the purpose of trying to disagree with everything (including yourself) for the sake of creating conflict and going off topic.
This thread is NOT here for the purpose of projecting that everyone is attacking people simply for sharing an experience they've described.

This is not here to create conflict, this is here to suggest creating a review system for people to read and make constructive actions to improve the support of steam and steamclient.
Thats it, thats all its about. No fighting required. No malice required, its not a fight, stop trying to make it a fight.

[MrL0G1C]

It is not needed to 'prove' the service needs improving, that suggestion in of itself implies that steam support is 100% perfect and is absurd.

Without feedback how would Valve know whether or not the service needs improving?

[Start_Running]

MrL0G1C eredeti hozzászólása:

It is not needed to 'prove' the service needs improving, that suggestion in of itself implies that steam support is 100% perfect and is absurd.

Without feedback how would Valve know whether or not the service needs improving?

There are plenty of metrics they can, and do use.
Improve is a word not unlike optimize. It needs context to actually mean anything.

[Nx Machina]

MrL0G1C eredeti hozzászólása:

It is not needed to 'prove' the service needs improving, that suggestion in of itself implies that steam support is 100% perfect and is absurd.

Without feedback how would Valve know whether or not the service needs improving?

You assume they require feedback and assume Support needs improving yet cannot give examples as to why.

Support cannot restore items. Support cannot remove an account restriction such as fraudulent activity nor trade holds. Now those are just a couple of examples and those it affects WILL be negative against Support.

Now there are threads created by disgruntled users stating Support are useless etc who did not get what they wanted so how genuine would that feedback be when the user would use it to take a dig at Support and the suggestion, idea would allow them to do that.

You even blocked a poster on this thread, called them a Valve fanboy, and do not agree with them having the ability to post on this forum to disagree with suggestions, ideas, in fact they did not validate your opinion, hence the blocking.

MrL0G1C eredeti hozzászólása:

Blocked, not interested, you're too much of a Valve fanboy who's game it is to find reasons to dismiss every suggestion no matter how petty or irrelevant those reasons are and it looks to me like you're mostly here to stir up trouble.

[EmotionallyBroken]

Nx Machina eredeti hozzászólása:

MrL0G1C eredeti hozzászólása:

Why feedback is good should not need explanation, and the OP says don't turn this in to a fight and you come here doing exactly that by making odd false accusations such as s/he didn't say everyone has to agree with him/her.

Feedback is useful for improving service, increasing customer satisfaction and as such is better for customer retention and the acquisition of new customers.

You haven't proved the service needs improving - which would be the point you are raising when using the term feedback.

You could enter that as your own feedback into the service, fi you think it it perfectly flawless in every way.

[EmotionallyBroken]

Start_Running eredeti hozzászólása:

MrL0G1C eredeti hozzászólása:

It is not needed to 'prove' the service needs improving, that suggestion in of itself implies that steam support is 100% perfect and is absurd.

Without feedback how would Valve know whether or not the service needs improving?

There are plenty of metrics they can, and do use.
Improve is a word not unlike optimize. It needs context to actually mean anything.

Hence importance of specific and detailed feedback.

[Start_Running]

EmotionallyBroken eredeti hozzászólása:

Start_Running eredeti hozzászólása:

There are plenty of metrics they can, and do use.
Improve is a word not unlike optimize. It needs context to actually mean anything.

Hence importance of specific and detailed feedback.

Except the feedback is clearly not uinformed feedback.
As said. Those who actually understand the role and scope of steam support cannot complain . Those who don't...ill always complain. And those who don't get the answer they want, will complain the loudest.

Valve already has their own set of metrics and their own avenues of feedback.

[crunchyfrog]

EmotionallyBroken eredeti hozzászólása:

MrL0G1C eredeti hozzászólása:

I didn't say no text, I said keep it short.

That often makes it impossible for a complete understanding of a sitatuion when you can only say a fraction of it though. Its simply an unnecessary restriction. Some things are short and simple, some things are long and complicated. Why permanently blind yourself? why permantently tie your own hands? just doesnt make sense to do it 100% of the time.

Thing is, neither generally work. We see this from evidence.

It does depend on the market and people your target is. If you're say in a niche market like audiophiles or people who already have a set amount of knowledge of their field, then you tend to get decent feedback (or rather USABLE feedback).

But gamers, with it being the largest pasttime today, vary across all ages, circumstances, regions and everything. You only have to go to metacritic to see user reviews to see how bloody useless such feedback is, whether short form, no form, or long form. Loads of zeroes, loads of 10s and meaningless words a lot of the time.

The sad reality is that even if you do get good feedback you have to wade through a vast amount of data that is unusable. You also see this on places like Amazon too. You can happily get reasonable reviews (as well as fake reviews) but you will also get low scores for utterly meaningless things to the product like the devliery turning up late.

And lastly, this also is a hefty assumption. How do you know Valve aren't already getting adeqaute feedback from the data they already get?

[Nx Machina]

EmotionallyBroken eredeti hozzászólása:

You could enter that as your own feedback into the service, fi you think it it perfectly flawless in every way.

I could but you should not assume my stance which has not been stated.

The system does not need to change simply because users have an axe to grind and clothe it in "customer satisfaction" after not getting what they want.

As to that point still waiting on you to offer feedback and what your personal gripe is with Support after all you have failed to do this so far and not given a single reason why the system needs to change, after all customer satisfaction and all those buzzwords are irrelevant when you do not provide context for the reasons to change the current system.

[Mad Scientist]

MrL0G1C eredeti hozzászólása:

Why feedback is good should not need explanation, and the OP says don't turn this in to a fight and you come here doing exactly that by making odd false accusations such as s/he didn't say everyone has to agree with him/her.

Feedback is useful for improving service, increasing customer satisfaction and as such is better for customer retention and the acquisition of new customers.

The point of making a suggestion typically includes the reason(s) why, not to falsely push it due to a personal matter which is why a chunk of suggestions are made; self-serving reasons.

It's clear who has and has not worked in the industry, such systems are immense time wasters for reasons we have already gone over. Almost all support systems members are watched, their performance known, and randomly selected to go over in general which is very typical of how most are set up; to internally be known to performance without any bias from end-users that almost always have a chip on their shoulder for negative reviews.

Those that have been in it, or have common sense, have listed reasons why it doesn't need to exist for Steam. With the amount of users here, and generally angry/trollish types for not getting what they want, the Queue times for users would dramatically increase if we were to have them deal with the negative feedback all the time, as it's basically the integrity of the Support member & their work, vs angry individuals with an axe to grind that love fabricating non-existent details in attempt to get people removed from their work, while also causing said slowdown due to essentially defending themselves against such people.

The issue is also other users with no experience being intentionally mislead to basically parrot similar lines, which shows how effective it is when people with personal vendettas are given ideas to feed off of each other in attempt to get what they want; the first way to "hit back", and they will take any agreeing users ideas under the guise of something nice sounding, while seeking to misuse it due to such personal vendettas, slowing down support overall.

[crunchyfrog]

Mr. Gentlebot eredeti hozzászólása:

MrL0G1C eredeti hozzászólása:

Why feedback is good should not need explanation, and the OP says don't turn this in to a fight and you come here doing exactly that by making odd false accusations such as s/he didn't say everyone has to agree with him/her.

Feedback is useful for improving service, increasing customer satisfaction and as such is better for customer retention and the acquisition of new customers.

The point of making a suggestion typically includes the reason(s) why, not to falsely push it due to a personal matter which is why a chunk of suggestions are made; self-serving reasons.

It's clear who has and has not worked in the industry, such systems are immense time wasters for reasons we have already gone over. Almost all support systems members are watched, their performance known, and randomly selected to go over in general which is very typical of how most are set up; to internally be known to performance without any bias from end-users that almost always have a chip on their shoulder for negative reviews.

Those that have been in it, or have common sense, have listed reasons why it doesn't need to exist for Steam. With the amount of users here, and generally angry/trollish types for not getting what they want, the Queue times for users would dramatically increase if we were to have them deal with the negative feedback all the time, as it's basically the integrity of the Support member & their work, vs angry individuals with an axe to grind that love fabricating non-existent details in attempt to get people removed from their work, while also causing said slowdown due to essentially defending themselves against such people.

The issue is also other users with no experience being intentionally mislead to basically parrot similar lines, which shows how effective it is when people with personal vendettas are given ideas to feed off of each other in attempt to get what they want; the first way to "hit back", and they will take any agreeing users ideas under the guise of something nice sounding, while seeking to misuse it due to such personal vendettas, slowing down support overall.

Exactly!

This is also very parallel to the reason why on helplines filter questions exist, because the sad reality is that on any help calls, around 90% are either dumb questions, unrealted questions, or questions answered elsewhere.

You open up the bag so wide as users sometimes think they should have and it quickly becomes utterly untenable.

[MrL0G1C]

I've said what I needed to say, I don't need to 'prove' anything. I'm not going to take part in the circular arguments where the goal post move once I address a point. Too many arguments here are extreme to the point of absurdity and overly use assumptions.

[crunchyfrog]

MrL0G1C eredeti hozzászólása:

I've said what I needed to say, I don't need to 'prove' anything. I'm not going to take part in the circular arguments where the goal post move once I address a point. Too many arguments here are extreme to the point of absurdity and overly use assumptions.

Depends. If you make a claim it's ALWAYS your burden of proof. That's how reality works on EVERY SINGLE SUBJECT.

The fact remains as I said that helplines and feedback do work this way. I used to set up helplines for companies and while I started out doing it fo insurance companies, it still held when I diversified to others. You WILL get about 90% of junk calls and feddback. That's standard across the industry.

Now if you can't provide any evidence for your claims, and are unwilling to doso, then as Christopher Hitchens was fond of saying "any claim asserted without evidence is dismissed without evidence".

So I'm sorry but while in THEORY feeback is obviously useful, in practice it don't work like that because you are entirely beholden to the quality of people who provide said feedback, and sadly many can't even grasp what bloody feedback IS.

[EmotionallyBroken]

Mr. Gentlebot eredeti hozzászólása:

l.

This is not a thread about submitting reviews to gentlebot or about gentlebot here and now, this is about sending reviews of steam support TO STEAM about the perforamcne of STEAM SUPPORT. There's no third party, theres nothing for you to review here. This is not about you. This is not about looking for reasons to blame steam users for things. This is a thread about creating reviews for steam suport TO STEAM for the purpose of improving STEAM support, this is not about your, this is not about your curiosity about other peoples problems, this is about a review system, you stop trying to make everything into a fight and trying to make every conversation about blaming steamusers. This isnt even about blame. Please stop.

[crunchyfrog]

EmotionallyBroken eredeti hozzászólása:

Mr. Gentlebot eredeti hozzászólása:

l.

This is not a thread about submitting reviews to gentlebot or about gentlebot here and now, this is about sending reviews of steam support TO STEAM about the perforamcne of STEAM SUPPORT. There's no third party, theres nothing for you to review here. This is not about you. This is not about looking for reasons to blame steam users for things. This is a thread about creating reviews for steam suport TO STEAM for the purpose of improving STEAM support, this is not about your, this is not about your curiosity about other peoples problems, this is about a review system, you stop trying to make everything into a fight and trying to make every conversation about blaming steamusers. This isnt even about blame. Please stop.

While that's true, it doesn't make it corerct.

As pointed out by many what you WANT to happen isn't likely to happen simply because people don't work like that.

And again we don't know what metrics and data Valve already get that they use.

[Nx Machina]

EmotionallyBroken eredeti hozzászólása:

This is not a thread about submitting reviews to gentlebot or about gentlebot here and now, this is about sending reviews of steam support TO STEAM about the perforamcne of STEAM SUPPORT. There's no third party, theres nothing for you to review here. This is not about you. This is not about looking for reasons to blame steam users for things. This is a thread about creating reviews for steam suport TO STEAM for the purpose of improving STEAM support, this is not about your, this is not about your curiosity about other peoples problems, this is about a review system, you stop trying to make everything into a fight and trying to make every conversation about blaming steamusers. This isnt even about blame. Please stop.

And yet you have not given any reasons what needs improving nor why reviews are needed nor what you deem performance, nor why you should determine said performance as you have yet to again not offered any feedback on this thread.

Secondly this is a discussion forum and Mr. Gentlebot and others can express an opinion on your suggestion, idea but if you only require answers and responses which validate your own viewpoint a blog is better suited to your purposes.