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Spikey2005   Posted 2nd Aug 2011 3:29pm
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Post 1904 / 2126

What is your opinion on Steam Support?

I for one is fed up with how slow they are and how they respond to your question. They should have more technical support on their tickets or at least phone support, thus creating jobs for new people. Valve must make a crap load of money off their client and off their games, so I cannot understand why I have to wait 3 - 5 working days for a response from them. All the money put into buying games from their client, and it all goes to waste on lame support or, as I would class it, no support at all.

My account has been suspended for at least 2 weeks (Nearly coming on 3 weeks). I bought a game from Steam called Homefront for £22.49 ($36.62) about a month ago. I used Paypal as a method of payment. The payment was accepted and I downloaded, installed and played my boring game.
However, in the background of all this, my local bank was devising a evil plan to perform a secuirty check on my account, thus cancelling all online transactions during it's checks.

The Paypal payment for my game got rejected because of this and the payment was not successful. In result to this, Steam suspended my account and Paypal submitted a payment dispute claim to Steam. I thought to my self "This cannot be" so I called up my bank, told them to cancel the secuirty check and go back onto Paypal to resolve the dispute case. I was told by them that I would have to make a payment via the "Resolution Centre", which I did. Then what happened is, I waited 5 working days for the payment to go through and then BAM! Payment rejected again.... CENSORED mate?

I got back on to Paypal and asked them what is going on? They explained to me that "Because of the first dispute with your bank, we have broken the link to your bank to make instant transfers, so you will have to remove and add your bank on to your account".
Frustrated as I was at the time, I had a go at Paypal for not notifying me about the removal of my bank account. A few days later they closed the dispute, so I could not resolve it anymore.

I then turned my attention to Steam Support, the culprit in this case. I asked for their support by posting the following.

Quoting Steam Support Ticket submitted by Spikey

Dear Steam,

My Steam account has been suspended for 2 - 3 weeks now and I writting this ticket to resolve the dispute.

There was a dispute on my account with HomeFront for £22.49. I have been in contact with Paypal to resolve the dispute by going to the Resolve Centre and clicking on "Resolve Dispute". Unfortentaly, Paypal have closed the dispute case and they are unable to re-open it.

Paypal have told me that Steam needs to resend the invoice to my Paypal account so that I can make the nessasary payment.

In regards to this, please can you re-send the invoice to my paypal account "Email Address Removed for secuirty purposes" and I shall make the nessasary payment needed to get my account unsuspended.

If you are unable to resend the invoice, can you please remove the game from my Steam Account and re-activate my account so that I can re-purchase the game, using an alternative method.

Many Thanks.
Spikey.


As you may have noticed, I have underlined the important sentences or "Key factors" for this support ticket.

This is the response that steam replied back with.

Quoting Message by Support Tech Toby

Hello Spikey,

Thank you for contacting Steam Support.

We have recently received notification from PayPal that one of your recent Steam Purchases has been disputed. The purchased game/item has been locked while the dispute is being investigated by PayPal. There are no options to resolve a dispute once PayPal has closed the case. We suggest that you contact PayPal immediately at 888-221-1161, or log in to your PayPal account and go to your “Resolution Center” to resolve this dispute.

If the dispute is closed and the funds are released back to Steam, the game/item will be reactivated. However, if PayPal closes the dispute case by “Reversing the Payment”, meaning they send the funds for the purchase back to you, the Steam account will be automatically locked and you will lose access to any games you have registered to the account.

If you are having any issues or technical difficulties with your recent purchase, please close the dispute and reply to this ticket with a full description of the issue so we can assist you directly.

PayPal Help Center
https://www.paypal.com/cgi-bin/webscr?cmd=_help-ext

Please let us know if you have any further questions.


I have replied back to this ticket, explaining AGAIN that the dispute ticket raised by Paypal was closed by them.

Now with that response from Toby, did he read my support ticket, or was he too stupid to answer it?

My faith in the Steam Support has went out of the window and I have been waiting for a reply on this ticket since Wed, 27th Jul 2011 12:07 pm.

I understand that they have to support millions of customers, but this puts my point on the front line at the beginning of this post.

So, I am fed up and I am missing quality time in COD: MW2 because of it...
What should I do? Wait patiently or take this further? (Probably will not be able to take it further).

This brings me to the end of my post and with 2 things to say.

1) Steam Support is diabolically crap!
2) Never use Paypal as a method of Payment with them!

Just my luck huh?
Check me out on Youtube
www.youtube.com/themudkiphut  
 Modified Aug 2nd, 03:35pm by Spikey2005
Spikey2005   Posted 3rd Aug 2011 3:33pm
L4Y Member
Post 1905 / 2126

Hmmm... Did you read anything I wrote? But I guess an opinion is an opinion .
Check me out on Youtube
www.youtube.com/themudkiphut  
 
Molodiets   Posted 3rd Aug 2011 5:52pm
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Post 2667 / 2687

Steam is not the problem.
The probleme is what caused steam aka boiling water
spoilsport    
KILLER    Posted 4th Aug 2011 12:40am
Post 1708 / 1723
Quoting Molodiets
Steam is not the problem.
The problem is what caused steam aka boiling water


aka said heat source.
P.L.U.R.Peace-Love-Unity-Respect    
Spikey2005   Posted 4th Aug 2011 11:11am
L4Y Member
Post 1906 / 2126

Well the good news is, I got my steam account back. The bad news is, their reply to my steam support ticket, once again repeats it self to tell me to resolve the dispute via Paypal which cannot be done. It is either because they are not reading what I wrote or they are too stupid to understand...

Quite annoying to be honest. They need phone support I think.
Check me out on Youtube
www.youtube.com/themudkiphut  
 
Assman15    Posted 7th Aug 2011 7:01pm
Post 2083 / 2085
You've got to keep in mind that it's like two dozen people handling over four million accounts. Phone support is not an option.
My YouTube    
sobe    Posted 8th Aug 2011 2:26am
Post 3176 / 3194
I think the problem may be more geared with Paypal in this case and Steam simply trying to protect their properties?
"Apparently, Plaintiff believes that he could sue an egg company for fraud for labeling a carton of 12 eggs a dozen, because some bakers would view a dozen as including 13 items." - Western Digital 2006    



Garner    Posted 8th Aug 2011 9:00am
Post 4056 / 4125
Quoting Assman15
You've got to keep in mind that it's like two dozen people handling over four million accounts. Phone support is not an option.


Phone support also costs waaaaay too much, email support means you can read what the next support requiring game junkie has written and give a response. Phone support spends much time waiting for the guy to answer your questions. Email takes a LONG time to go back and forth but the time spent by the company on answering the question is usually 3-4 times shorter than if the query had been answered by phone. People don't realise that they demand phone support when such an option would actually cost more than the company would otherwise make out of them is never going to happen...
"Science is this extraordinary transnational, transcultural, trans-everything language which is the only way to discover Truth and its regrettable that billions are still stuck in the Middle Ages believing the crap propagated by Popes and priests..."
- Peter Atkins  
 
Spikey2005   Posted 8th Aug 2011 9:42am
L4Y Member
Post 1907 / 2126

Quoting jimblow
why the hell would you buy a game on steam let alone pay for it with paypal?


I respect the game industry by buying a legit game instead of downloading it.
I use to be a downloader of games through torrents but I then got annoyed with my self and everyone else because developers put their hard work into making entertainment for kids and adults, and some people in the world just do not show respect and download the game for free.

Back in 2001/2002, I downloaded Red Faction when it first came out. But later in the years, I came to realise that the game was good at the time and I enjoyed it a lot, so I ended up buying it to contribute my money towards the developers for creating such an entertaining game.

If you download games, then your just cheap and take things for granted.
Check me out on Youtube
www.youtube.com/themudkiphut  
 
Sephiroth_RIC   Posted 8th Aug 2011 11:54am
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Post 159 / 381

I'm quite happy to download games now. I found recently allot of games released are filled with dozens of bugs then maybe patched months later. It's really annoying.. when you spend top price for a game that you've only seen videos of and there is no demo. Not to mention console ports to PC as-well. If a game is decent I'm quite happy to buy it, for multi-player because that's all I wanna play.

that aside why the hell would you use paypal? and why the hell would you use it on steam!?
If you do it directly from your bank then that's one less thing you gotta deal with when something goes wrong.

I've used steam since late 2003 and never had a problem with it except when they run out of CD-Keys for a game, which has happened twice in big sales lol.

anyway Spike glad its all sorted now! but there was a demo for that game you brought, ya should have checked it
READ FOCTION!!!    Modified Aug 8th, 11:55am by Sephiroth_RIC
Garner    Posted 8th Aug 2011 12:05pm
Post 4057 / 4125
I like Steam simply because it free's up the need to have the DVD or the case/manual with the CD printed on it. I have quite a few old games that I've misplaced the manual for thus have no CD key for anymore.

Steam its just right click, install, job done. I often fire it up during lunch at work and not having to cart the DVD into work to install really is a godsend.

Steam isn't anywhere near as good as it used to be however. The prices rocketed upwards when they started charging in GBP instead of USD. Its the same game downloaded from the same servers yet costs me up to 50% more than someone in the US downloading the same game from the same server. Thats not an exchange rate issue, thats a RIP off lol

As a result Steam is often the same (or very similar price) as an actual physical copy from a local store. Not quite so easy to choose where to get a game from anymore as going to a store and buying a copy is quicker than getting it on Steam... downloading a DVD's worth of data still takes an hour or two.
"Science is this extraordinary transnational, transcultural, trans-everything language which is the only way to discover Truth and its regrettable that billions are still stuck in the Middle Ages believing the crap propagated by Popes and priests..."
- Peter Atkins  
 
Sephiroth_RIC   Posted 8th Aug 2011 1:08pm
L4Y Member
Post 160 / 381

Sorry I don't think I worded it correctly I do use steam. In fact I'm in your steam group named Ricky lol. I only meant why use paypal on steam if you have a credit card.

My girlfriend originally from Sweden, I'm from England. Say that games was 4x the price in Sweden than it is in USA and about x2 the price in UK so she always brought them over the internet.
READ FOCTION!!!    Modified Aug 8th, 01:14pm by Sephiroth_RIC
Assman15    Posted 8th Aug 2011 7:49pm
Post 2084 / 2085
Quoting jimblow
I think you misunderstood me. I said nothing about downloading games, actually the opposite. My point was why would you buy/download games from steam when you can buy the boxed and disc version either through an online store or in a store.


Massive discounts and the availability of download. I don't like to carry boxes and boxes of disks when I want to travel anywhere and play games.
My YouTube    
sobe    Posted 8th Aug 2011 8:27pm
Post 3177 / 3194
Quoting Assman15
Quoting jimblow
I think you misunderstood me. I said nothing about downloading games, actually the opposite. My point was why would you buy/download games from steam when you can buy the boxed and disc version either through an online store or in a store.


Massive discounts and the availability of download. I don't like to carry boxes and boxes of disks when I want to travel anywhere and play games.


Yep, go to a game event like QuakeCon, go to the BYoC section, and watch as some of the kids fumble around their duffelbags or so for certain game disks, then look at everyone else that bought the game(s) via Steam fire things right up. I lololololol every time
"Apparently, Plaintiff believes that he could sue an egg company for fraud for labeling a carton of 12 eggs a dozen, because some bakers would view a dozen as including 13 items." - Western Digital 2006    
Spikey2005   Posted 9th Aug 2011 12:07am
L4Y Member
Post 1908 / 2126

Well, to answer the question "why use paypal?".

Answer: I got lazy because I could not find my credit card and I could not be assed to find it. I thought to my self, ah my credit card details are on paypal so I'll log in and use that instead.

Question: "why use steam to buy games"?
Answer: Steam is the most easiest way for me to get my games. I have to travel about 3 - 4 miles in to Newcaste from where I live to get to my nearest decent GAME shop. It would cost me £3.10 for a return ticket from my place to Newcastle so I'd rather buy the games on steam. On top of that, steam do amazing deals on games with -xx% off games when the sales are on. I can get Dead Island £10 cheaper than it's retail price if I pre-order it. So it's not bad.
Soon, steam will take over the pc game selling! Infact, it probably already has.
Check me out on Youtube
www.youtube.com/themudkiphut  
 
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