The Valve saga is over

You may have read my previous post ranting about Valve and Steam and their support staff.  Well, I’m not taking back what I said about the support staff because I was treated poorly.  However, the issue has been resolved in an acceptable manner.

After asking twice to talk to a manager, I got an e-mail signed by a different person that repeated the exact same policy without even bothering to look into my case.  No introduction, no indication that were indeed a manager or anyone other than the same person as before but signing a different name.  I got pissed.

I drafted a nice reply to them stating that I was sending the details of my case to the founder of the company and all the senior management listed on the corporate website that had e-mail available to the public.  I also told them that I was going to be contacting every gaming forum and news and review site and writing letters to the editors of every mainstream game magazine I knew of.  I let them know that they had one week to fix this before I started because I really didn’t want to go through all that work.  After sending the reply I sent the same to three execs at Valve and gave them my contact information.

My mobile phone was ringing within five minutes.

Doug Valente from Valve called me himself and we chatted for about 15 minutes.  He tried to explain the problem and why they have the policies that they do.  He pointed out some vague wording on my game box that is supposed to say that it is restricted but really only says that the game can only be sold in Hong Kong or Macau.  No restrictions.  He relented.  I read him off a few more things from the box and the discs to prove that I indeed had a legal copy of the software.

He told me that the issue would be resolved and I would have a new CD Key by the time I got home that night.  Sure enough, when I logged onto Steam, there were a bunch of new messages waiting for me.

Doug Valente was very nice to talk with and I really appreciated him taking the time to listen to me unlike his support staff.  He admitted that the Steam support guys are a bit jaded when it comes to people trying to pull the wool over their eyes and sometimes can lose sight of the big picture.  I hope that he addresses that with them.

Thanks Doug!

So I’m satisfied – although I dread ever needing to work with Valve or Steam’s support again.  At least I have Doug’s e-mail address and direct phone number if I ever need it.

4 Comments

  • By yoshi, May 20, 2009 @ 3:08 pm

    that’s good to hear it was resolved. At least something is working out. :D

  • By Katie, May 20, 2009 @ 7:16 pm

    Glad to hear it got worked out; though I still think it sucks that it was such a process.

  • By Dominique, May 20, 2009 @ 10:26 pm

    good even it takes so much effort! I will do the same if I have too… sigh..

  • By Dabbu21, May 21, 2009 @ 4:12 pm

    Because of the economy, there is a shift towards focusing on better customer service again. Cheaper is not better, people want good service and support. People will start getting picky about where they spend their money, and a company with a good service record will find more loyalty from their customers.

    I figured if you were able to get to a higher person in the company, they would see the value in taking care of the customer. Now you are happy and will consider them for future purchases.

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