The grade comes from the Better Business Bureau, and it is the lowest score that Valve could get from them. The Better Business Bureau or the BBB, is an agency that tries to get better relationships between consumers and companies. Valve has completely failed their test, the BBB gave it an F.
Even though Valve has asked the developers on their Greenlight service to stop giving away keys. They still have a long way to go when it comes to being fair to the consumer. to give a little background what BBB is. Here is the description of what BBB is with their own words:
“The Council of Better Business Bureaus (CBBB) is the network hub for BBBs in the US and Canada. Like BBBs, CBBB is dedicated to fostering honest and responsive relationships between businesses and consumers — instilling consumer confidence and advancing a trustworthy marketplace for all.”
Valve business development authority Erik Johnson was interviewed by Kotaku, he had this to say:
“The BBB is a far less useful proxy for customer issues than Reddit,” Johnson began. “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.”
Meaning Valve relies more on their own data, compared to what the BBB has gotten. Does this mean that Valve doesn’t take agencies like the BBB seriously? Does this mean that a lot of people actually really dislike the services Valve have right now? It might be the case, even if it might be hard to admit it. Johnson had more to say:
“The more important thing is that we don’t feel like our customer service support is where it needs to be right now,” he said. “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.”
He does admit that the costumer service can improve. They are willing to listen to the criticism they’ve received and improve on it. It appears they have the right mentality when it comes to listening to the audience and when they speak up. According to the BBB, there were 717 complaints. The BBB has several factors that they review a company by, and it seems Valve failed on all of them.
We need to do a variety of things,” he said. “We need to build customer support directly into Steam. We need to understand what’s the most efficient way to solve customer problems. Right now we’re in a state where we’re doing a bunch of technical work on thinking through how does a support issue get raised, who has to see it, how do refunds get issued within Steam—we’ve done a poor job on all of that up to this date. We think it’s something we really need to focus on.”
By this quote we might expect customer service directly integrated into Steam in the near future and overall better service to consumers. Let’s hope Valve listened to what is wrong and improve on it.
What do you think about this? Is Valve’s costumer service this bad? Let us know in the comments below.