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討論區規矩與守則
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First thing they simply did not pay attention to my support questions of why it wasn't working? Then when they did the coupon had expired and though they understood the frustration and all but could do nothing. I called them on it and even though they kept running me around in circles with the cut and paste method of support I got the issue addressed via corp.
But to me the deeper issue with Steam/Valve is the way in which they support their customers is an actual disservice - "I know because I myself made many of these same mistakes" I ran a team of over 2000 support agents and learned some valuable lessons in the process which in the end won us the support team of the year.
As Mr. Miyagi would say "You either support your customers or YOU DON'T! there is no in between - otherwise get squashed just like grape.
You have a great point here and yes I understand they have had explosive growth, but that doesn't excuse the Wimpy Support method of "I'll pay you Tuesday for a burger today!" Now from experience they may not be wanting to spend the extra cash it will take to support their customers properly or maybe they simply don't know how to support this large of an operation?
In any event the reasons why don't allow to simply shirk their responsibility to us the customers in my opinion.
Regards,
Tat
You are right I don't understand a company not having anyone in charge and have seen the results of this very thing. Now everyone being equal lends itself to a cluster f*ck operation hence the messed up support operation.
It's great if you are an employee because once you get in to the commune your set, and if you are a lazy employee hell you're in hog heaven because you can dig in for the long haul and milk it for everything it's worth.
Regards,
Tat
It is a very unusual corporate structure. You should take a look at the valve company handbook (just google it) and read it - its a fascinating read. There are processes in place to handle lazy employees - you can still be fired but they generally get around that by only hiring the best employees (the pay is definitely above industry average). The whole system however has major flaws - its impossible to expand rapidly to cover the rapid growth in steam users and it can lead to a lack of focus on key areas like customer service etc that might benefit from a more hierarchical approach.
Personally I think Valve would be best served by outsourcing their support division - it would allow the company to focus on their core areas rather than on support and would ideally speed up the whole system. This is a fairly major step however and I'm not sure how well this would tie in with Valve's corporate ethos.
This company is a joke, I have been trying to get a complaint resolved since April and all I get is an autobot "your query has been passed on to the relevant department" mail and then the next time I log on my query has been closed!!!! How do you get an answer from these people????
The system as a whole has major flaws and I totally agreed on restructuring the support division!
This would begin by bringing in those that actually know what it is to support a customer base. Also you don't want to expand willy nilly you do it in stages until you gauge your customers needs.
As for the support division tying in with Valves corp. ethos perhaps not tying in would be a GOOD thing?
I will read this valve manual on what it is to be a valve head but I can't promise to drink the cool-aid.
also keep in mind there is no such thing as a perfect employee hire they are not manufactured and without structure or direction guess what happens - NOTHING GOOD from my exp.
Tat
good luck!