first of all steam isnt as big as many ppl say,not even compareable to EA. Second why do they have money? they have many customers. What do they do? Write stupid tickets. Who has to sort them out...the support,yeah. If it wouldnt be spammed with so many stupid tickets they would be faster,yeah. BurtonJ once told that solving a ticket takes about 20 minutes average (not just first answer,full solving). That actually is a lot of time and you would need a lot of support members to answer every ticket within 24 hours while on other days,when there are not that many tickets they would have to do nothing so they would simply cost money.
Ppl just need to learn to be patient or solve the problems on their own. Everything within a week is fine,everything above only happens if ppl bumb their tickets without waiting for an answer or during big sales. In the current case probably the fastest thing would have been. Google--> 5 minutes to find out that he obviously has a NA version and this one doesnt work with RoW. Then simply write a ticket just demanding a refund on the recently purchased DLC. Since he didnt activate it Steam does the refund.
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Opened a ticket Friday, had a response Monday. Issued me the refund the same day on Monday, after confirming whether I wanted wallet or a refund to my CC.
Support seems fine to me.
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I've only had to contact them twice, once when my account was compromised, and the second time to remove the skyrim texture pack dlc from my account.
Both times I had the issues resolved within a couple of days, and recieved real human replies soon after the initial automated responses.
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I had one support member that said that they do not offer refunds five times in a row when I needed a refund.
I submitted a new ticket and after one response from support I got a refund. I guess it depends on who you get.
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Usually when I have a legitimate problem or question they're pretty nice. Sometimes they take 5-7 days to get an initial response, but after that they will usually respond in 24 hours.
I have to say though, you were rude to a pretty extreme extent in your responses. Before they even responded you'd already told them off. That's not a good way to get what you want. By the time Jace was assigned your ticket, it was very apparent that there was no satisfying you.
If you'd simply waited the 5 days out, then sent them your system info (which possibly had to do with them picking the correct version to send you, or for purposes of finding out how you managed to buy an incompatible dlc from the store) and further elaborated that you were simply requesting your dlc be swapped with one compatible for your region, I have faith they would have done it.
They closed the ticket because you told them you'd already solved the problem by trading with someone from the USA - there was nothing left for them to do. They weren't going to get into a virtual shouting match with you.
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As someone who works in customer support doing email replies (not for steam, of course), I gotta say: you act like a douche, you get treated like a douche.
But yea, I agree that their response time sucks. Though, again, being in that same kinda position, it's not really the person you're talking to's fault, so insulting and whining to them about it doesn't do you any good.
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i felt really bad for you for a bit, then i saw you acted like the king of assholes against a bussiness that has 3.000.000 million users and probably the half or more in support questions, i remember i only had to use steam support once, they were polite and helped me, look you dont go to the doctor then wait for 2 hours and start yelling "JEEZUS YOU DOCTORS SUCK, YOU CANT REALLY ATTEND ME MORE FAST YOU MIDLESS RETARDS?., MY NAIL IS BROKEN, IGNORE ALL THIS ASSHOLES WITH BROKEN ARMS LEGS AND CANCER, GET ME FIRST", why dont you go to origin, i heard their support is "better", if you want stuff to end fast you have to be polite,
get in the good side of them and they will help you faster, plus, another hospital example, when you go to the doctor, even if the problem is clear, they want to know everything, type of blood, sickness in your family, surgeries, it may have nothing to do with it, but they just want to make sure nothing bad will happen later if they ignored something.
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Long story short, sometime ago I bought a game DLC, but unfortunately I wasn't aware my version wasn't compatible with the DLC. Therefore I got pretty pissed of, because I spent money and ended up with a useless item in my inventory. After googling, I found out that there was a solution: write a ticket to the Steam support. Some people said that refunds aren't provided in general, but Steam support sometimes makes a one-time exception. Other guys said that you can get your game version changed after asking the support. Therefore I made a ticket, here goes:
Greetings,
I am writing in order to ask about a problem with a DLC for Fallout: New Vegas. I already own the base game and 3 DLCs and today I bought another one - Honest Hearts. While trying to redeem the DLC in my equipment, I found myself unable to do this, the error message was: This item requires you own the base game "Fallout: New Vegas" before it can be added to your library.
Is there a possible solution to the problem? I paid for the DLC which I am unable to use, therefore it's not really well spent money, frankly speaking. Thus, if it is impossible to make the DLC compatible with my game, could I receive a refund?
Regards,
[my name]
I was aware that I wouldnt receive a response immediately, so I thought that I would have to wait a day or two, as usually it takes up to 48 hours to get an answer. There was no answer though, so after a few days I got pissed and wrote another message. Not as politely as I did earlier, but still...
5 days and still no response? Patience is one thing, but this is simple ignoring your customers. Guess I have to ask some friend from USA to buy me the 2 DLCs I still don't own, but this will be the last time I'm spending money.
Thank you for nothing.
Finally, after almost 2 weeks I got a response.
Hello,
Thank you for contacting Steam Support.
Please describe the issue you are experiencing in more detail.
Also, provide a screenshot of any error(s) you are seeing.
Then, follow the instructions linked below to provide a diagnostic report for your system.
For a PC:
Title: Saving a Screenshot on a PC
Link: http://support.steampowered.com/kb_article.php?ref=9943-WOLN-6452
Title: How to run and submit MSINFO32 Info reports
URL: http://support.steampowered.com/kb_article.php?ref=1376-WTZN-9132
Note: Please make sure your operating system is updated fully before running the report.
http://update.microsoft.com/
For a Mac:
Title: Saving a Screenshot on a Mac
Link: https://support.steampowered.com/kb_article.php?ref=4545-SDXV-0334
Title: System Profiler Reports
Link: https://support.steampowered.com/kb_article.php?ref=4840-QWJX-0408
Note: Please make sure your operating system is updated fully before running the report.
https://support.steampowered.com/kb_article.php?ref=1244-WEJN-0804
All I got was a goddamn copypaste message, the guy didn't even bother to read my ticked and just sent an automated response. I got pretty pissed. Sending some system reports has nothing to do with DLC compatibility problems. Still, hoping that the refund could be granted, I sent another message.
Wow, it took you so much time to send me an automated response? Yeah, I bet updating my operating system will make the DLC magically change its version and resolve the compatibility issues. Is this a joke?
After 4 days, yeah, was REALLY quick this time, there's another one from our beloved mr Support Tech Jace:
*Message by Support Tech Jace on Sun, 10th Feb 2013 2:15 pm
Hello,
Please submit an msinfo from your PC.
If you have any further questions, please let us know - we will be happy to assist you.
WHAT. THE. HELL. Is this guy a bot or just plain ignorant? This had nothing to do with my problem. I got very very pissed and decided to send the bot his msinfo-whatever.
First of all, I already bought the missing DLC, actually I traded with a friend from the US, because I knew it would take ages to receive a response from you.
Secondly, why are you asking me for this msinfo? Have you read my ticket at all? Or is this another automated copypaste response? It has nothing to do with the problem, as I've already diagnosed it 100 % accurately - I bought a region locked DLC for a US version of the game and all I would like to know is whether it is possible to receive a refund. Already got the working DLC, so there is no need for changing my game version.
Finally, I'm attaching this msinfo file, knowing that it has nothing to do with the problem. This has only assured me that you haven't read my ticket and that not only does it take ages to receive a simple response from you, but also that you treat your customers like idiots. I've already given you a proper diagnose and after two weeks there is still no solution, but useless questions that lead nowhere.
I'm very disappointed and now I'm sure this was the last time I've ever spent money buying Steam games.
No response for two weeks, was checking my mail frequently, so I decided to write another ticket and basically tell the guy off. After logging into my Steam support acc, all I saw was: TICKET CLOSED. Christ, this guy is being paid money for such shitty work? Can't believe it.
TL;DR: Steam support is disappointing as hell. Full of bots that can only send copypaste answers and don't even bother to read tickets.
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