VALVE On Customer Service: ‘We Have To Do Better’
Valve Corporation has commented on the F grade given to them by the Better Business Bureau.
While the company doesn’t put much stock in the BBB rating overall, a spokesman says it does bring to light a larger issue the company is looking to address this year.
“The BBB is a far less useful proxy for customer issues than Reddit, 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.
After giving them an “F” grade in 2013, the BBB has since cited 717 customer complaints they have received to date, a majority of which they claim have yet to be resolved by Valve. These complaints include issues surrounding Steam products, billing, delivery, and advertising/sales.
“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.”
Valve’s Steam service is an online PC platform where millions of users purchase and play games both on and offline. Just this weekend, it hit its all-time high with over 9 million concurrent users.