Goal: 100 signatures

Valve Corporation is estimated to be a multi-billion dollar company. While many customers of Valve Corporation are satisfied with Steam software, problems with the existing customer support structure are known, and many customers are very dissatisfied with Steam/Valve customer service. Valve Corporation, Please consider these as constructive criticisms meant to improve your service and your bottom line.

 

This petition urges Valve Corporation to:

(i) Create a dedicated 24-hour customer service telephone number

(ii) Vastly improve their existing email support structure to include a 24-hour non-bot operated support team.

(iii) Offer live support chat with restricted operating hours.

 

As a large company, you are expected to have a support team with reasonable response times, phone support, and prioritized tickets.

Currently, Valve Corporation has a Better Business Bureau rating of F--the worst possible score.

Complaints with existing customer service include, but are not limited to:

(i) Response time: When contacted, support can often takes days to respond. Examples: example 1​ , example 2

(ii) Response etiquette: Low-effort, misguided, and off-topic responses are not uncommon. Examples: example 1​ , example 2

(iii) Ownership policy: Access to purchased software can be permanently revoked. Examples: Steam subscriber agreement section 2​,  example 2

(iv) Refund policy: There is no existing return policy or grace-period for refunds put in place by Valve Corporation to protect fraudulent or mistaken purchases. (Steam subscriber user agreement section 3). There currently exists a European Union enforcement of refunds in certain geographical regions under select conditions. 

 

Please create jobs and show value to your customers by considering these improvements meant to grow your bottom line. We are often paying customers, and so request an excellent customer service experience that reflects a company with conscientious and ethical core morals.

Thank you,

Your millions of customers.