Reads the BBB's page: "On June 25, 2013, BBB recognized a pattern of complaints from consumers regarding product, service and customer service issues. Consumers allege the games they purchase from Valve Corporation or Steam malfunction, do not work or have an invalid CD key. Consumers also claim the company blocks users from accessing their library of games. Consumers further allege they attempt to contact the company for assistance, but Valve Corporation fails to correct the gaming issues, does not correct credit card charges or issue a refund, or does not respond at all."
Overall, there were 718 complaints filed against Valve and Valve did not respond to 503 of them, a shockingly high figure. Another 17 received a response but were not resolved.
Valve was quick to respond to the low rating, although they didn't seem to care too much about the BBB but did admit that customer support needed some work. "We don't use them for much. They don't provide us as useful of data as customers emailing us, posting on Reddit, posting on Twitter, and so on," said Valve's Erik Johnson. "The more important thing is that we don't feel like our customer service support is where it needs to be right now. We think customers are right."
"When they say our support's bad, our initial reaction isn't to say, 'No, it's actually good. Look at all of this.' It's to say that, no, they're probably right, because they usually are when it comes to this kind of thing. We hear those complaints, and that's gonna be a big focus for us throughout the year. We have a lot of work to do there. We have to do better."
Check the BBB page here.
Written by: Andre Yoskowitz @ 17 Mar 2015 18:59
