Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their steam deck product two months ago. It no longer works. There was an email exchange between us up until i advised them their resolve was not working and my hardware barely functions. I asked for a number to contact them and/or a supervisor as well as further instructions. I have not received a reply and they do not offer any form of phone support. The products controls almost completely stop functioning after a few minutes following a cold boot start

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I preordered a device from ******************** Corp on 02/15/22 and received it on 09/09/22 with significant, uneven light bleeding within the screen assembly. Pictures attached.I reached out to Valve support the next day and was told that 'this is within the range of how we would expect the display's backlight to look/perform'.Making a customer wait 7 months for a device and then telling them that the screen assembly coming unglued is expected is not ethical. I was told I can return the device and then get on the queue for a new one, which is basically forcing me to keep a device that failed quality assurance rather than wait another 7 months.It's predatory behavior against the consumer.I would like for Valve to just replace the device.

• Initial Complaint

  Date:09/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-ordered the Steam Deck computer over 1 year ago in 2021. Recently, they filled the order and sent it to me. Unfortunately, upon receipt one of the joysticks was damaged and the device was not usable. Despite being within the refund/return window, they refused to replace the device with a new one or take it back. I made repeated requests. Instead, they said I had to go through the *** process. The device was out for *** LONGER THAN I OWNED IT. I asked to be escalated to a manager or US-based call center, and was refused. When the unit was finally repaired, I asked for details regarding was done to fix the unit. They refused to provide details regarding the repair. In summary: I have a unit that was received defective/damaged. They refused to replace it or refund it. They refuse to tell me what, if anything, was repaired. I would dispute this with my credit card company, however, what I want is a functional and working device, not necessarily my money back. Their lack of concern for their customer here is abysmal and negligent. I am so unhappy with the customer service here that I would cancel my Steam account, but I can't, because if I do I lose access to thousands of dollars of games I have purchased over the years.

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/6/2022 Son's Steam account was hijacked by someone representing themselves as Valve's legal counsel; we contacted Steam support early this am; and Valve through the links on their site. We have not received any information. Over a $1000.00 in games have been stolen/hijacked by this individual, Steam / Valve is not doing anything. We would like his account converted to another account with ALL his purchases intact. We have provided the user id of the individual who did this, we reported the discord conversation to Discord, I have reported the transaction with this individual to the *** IC3. I want his account restored by tomorrow 9/7/2022, and someone to contact me. I find it ridiculous that they would not get back to someone, especially when they have been misrepresented with much of their copyrighted materials. My son has received a chat, again, about online safety and ignoring potential hackers, but this does not remedy the situation. Thank you.

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a steam deck from valve and it turned out to be defective. They agree to an RMA I figure they would repair my item or send me a new one. I had added an ** card to the steam deck to add additional storage.I contacted steam / valve so that they would return my sd card and they have refused to do saying they just can't. Since they already shipped my replacement device because it took them 4 days to read my help request I am willing to pay for shipping of the ** card that can't be more the 3 to 5 dollars since it is smaller than a *****. I did also try to call them when they did not answer my support request but their phone line said only support they provide is via the steam website and then hung up on **** also had to open 2 support request since they were not responding to the original request.I need your help to recover my ** Card, may be with your assistance they will be willing to return my property.I am including a screenshot of their response I am also including screenshot of sd purchase and price

  Customer Answer

  Date: 09/21/2022

  complaint #********. has been resolved and steam / valve has provided a credit to satisfy my complaint / claim.
  
  Thank you
  
  
  -Hctor ********-
  USMC - SemperFi
  

  
  

• Initial Complaint

  Date:08/25/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10 moths ago, I reported child *********** to Steam. It was ignored and the complaint was deleted by Steam.Suffering from a terminal disease, this has taken its toll on my health causing me to be bed ridden more and more. So three months later, I dragged myself out of bed to report the employee Marshal for child endangerment, bullying and at this time I was sure he was part of the child *********** ring.Steam has 388 million accounts for children under 16, so this did not surprise me.After the third report, my account was banned because I lost my temper.During a ban, a childs account loses access to controls that allows the child to block or report child predadors, and this just made me angrier.I was trying to report child endangerment, and by doing so, they punish me with CHILD ENDANGERMENT!The account was banned for three months, afterwards I reported from a separate site, and what appeared to be Valve employees responded with death threats and toxic bullying. None of them were banned, but my account was once again banned 4 weeks for "baiting people into a non constructive conversation".A month later, I report oonce again trying to get to the Steam legal department. Account banned for "sending false information to steam support". So this time, they just become the thought police and claim false information without investigating. ******* has tried so hard to keep his crimes from reaching Steam legal department and I demand an investigation into child endangerment and child *********** on the largest platform for child accounts immediately. I have forwarded these concerns to the **** US Marshals, 3 Senators, AZ Child protective with no response. The fact that no one cares about such a horrrible crime because valve software pays the *** $120,000 in "donations" makes me believe the entire government is involved in this child endangerment platform.

• Initial Complaint

  Date:08/24/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,My account got community locked. After providing all the information to get the account unlocked you still require more information.The information I have provided:Original Email address Phone numbers Card Numbers CD Keys PayPal picture of invoice from 2018 You guys asked me for a picture of the Steam gift card I used over 5 years ago which is absolutely ridiculous that anyone would keep something worthless after being used. I have spent thousands of dollars on Steam to have my account community banned is nothing but a fraud. I can't do anything with it. I informed that I no longer have the gift card and I believe I have received an automated response back stating that the gift card hasn't been sent and to please send it.I would like to be able to use my account again.Thanks,****.

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cannot sign into my steam account. I have reset the password multiple times and it still does not accept the password. I know that I am typing the password correctly, but cannot get into my account. Valve offers no way to submit a ticket without signing into their account and refused to provide help when my fiancee submitted a ticket on my behalf. They offer no public chat or phone support for their product.

• Initial Complaint

  Date:08/23/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,My Steam account was hacked and purchases were made (Confirmation Number 3877055884644418576-3877055884644418577) . This is an illegitimate purchase done without my consent or authorisation.My account was accessed without my permission and hacked, this was orchestrated by a private account called 'Phobos' (https://steamcommunity.com/profiles/76561198008271623) which redirected me to an external website. I've submitted the chatlogs in question.The actual trade seems to be with a Steam account called ***** who has been accused multiple time of being a hacker on the platform there. I have no idea how they would've done this as I use the steam authenticator on my mobile. I noticed that while being hacked there were multiple IP logins from ****** with a different OS.I requested assistance from Steam and help with reversing this transaction to no avail. I requested a refund the steam balance (store credit) in my account but I was only met with pre-made responses and my request was closed. (I've attached data related to IP addresses, details of the illegitimate transaction, chatlogs/methodology etc below).To re-iterate, my grievances are,- Despite confirming the hack, Steam took no steps to curb future malicious activities (Hackers are still active on the platform)- Steam had inadequate security protocols active as an e-commerce shop, thereby further jeopardising customer safety - Despite confirming theft of funds and pinpointing malicious activity, Steam took no steps to protect it's customer - Terrible support service Thank you Sincerely,*****

• Initial Complaint

  Date:08/20/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have already spent time and gas money replacing the headset for my valve index because it came with a faulty set of controllers. I now rely on the Valve index as part of my income and to teach a meditation class to help people with mental health problems, and participate in an online event regularly with ****+ people watching.I have spoken with a few friends in my community about my experience so far with the controllers and showed them this conversation, and they are not impressed. Valve claims that they understand and believe there is an issue but no guarantee is being made new controllers will be replaced with the old controllers. I asked to speak to someone higher up and theyre either typing on a mobile phone or struggle to speak fluent english.All I want is valve to ship me a new set of controllers on the note that if the old controllers are not returned I will be charged. They won't even take video footage or photos of the current state of the controllers, but they want to personally review the current state of them first regardless. That sounds very strange to me, and if a consumer is offering video footage of a problem why in the world would you turn that down and continue with saying "this is the decision we have made on the case" over and over without trying to sound too robotic. I am happy to pay for the set of new controllers in advance and or accept a charge to my steam account should the controllers not match the description provided, even though I also have and am willing to provide photo and video evidence. I will be videotaping boxing of controllers if and when I am able to return them along with the faults up until the point I reach ***** for the return as Valve has lost my trust.Please ship me a new set of controllers so I can continue my business and mental health support and charge me in advance, and I will ship back the old set and you can refund me once you receive them.You are supposed to be the best of the best. I expected better