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Valve fined for poor customer service

162 点作者 eelliott超过 8 年前

14 条评论

brandur超过 8 年前
Valve should admit fault and pay the fine. Although they finally have a refund system in place on Steam these days, previously their system could be considered borderline fraudulent.<p>In the past, I bought ~3 3-D games that claimed Mac support, but turned out to be completely non-functional on the platform because I had an Intel GPU. Upon pointing it out to Valve and the developers, they would deny fault, and reply that I should have read the system requirements more carefully. That may be true, but given that the majority of all Macs sold today come with Intel chipsets, there should have been a marquee warning in a 50 point font indicating that Mac is &quot;kind of&quot; supported, but not really.
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shakna超过 8 年前
&gt; General Counsel for Valve. Mr Quackenbush testified that Valve did not obtain legal advice when it started selling games in Australia and did not consider its obligations until the Australian Competition and Consumer Commission began investigating.<p>That is just a bad idea.<p>The ACCC fiercely enforce Consumer Law, and are doubling down on efforts all across the country.<p>Consumer Law is an enormous benefit for citizens of Australia, and though the ACCC is still doing education campaigns on it, retailers dealing with Australia better damn well know their obligations.<p>All it takes is one Australian customer reporting it to the ACCC, and then they assign a lawyer to the case. It is easy for the consumer to protect their rights. So know them, and provide them.
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unsquare超过 8 年前
Valve where advertising laws don&#x27;t apply to you.<p><a href="http:&#x2F;&#x2F;i.imgur.com&#x2F;N3dEPjE.jpg" rel="nofollow">http:&#x2F;&#x2F;i.imgur.com&#x2F;N3dEPjE.jpg</a><p>The image above doesn&#x27;t do justice to how bad the experience is as a customer, the tv show is already released in the US, but they make international customers wait to watch it. ( after buying it as if it was fully released ) and of course customer support tells you to post in the forums for help...
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TazeTSchnitzel超过 8 年前
Valve&#x27;s Steam is a notorious… hmm, what would be the most charitable word… cesspit, now? Over a third of its entire library was added in 2016. Since the introduction of Greenlight, Valve has apparently ceased performing even the most basic quality control. There have been games on Steam that lack an actual game executable, and that&#x27;s to say nothing of the games which actually do “run”.<p>Maybe consumer protection suits will light enough of a flame under the right part of their corporate anatomy for Valve to start caring again.
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gavanwoolery超过 8 年前
To Valve&#x27;s credit, they generally have taken a pretty reasonable stance, both in cases where they defended the customer and cases where they defended the developer. I think Valve has taken a harsh stance on refunds because it is something that can be rather easy to abuse. That said, Valve has a lot of money to spare and I am sometimes surprised they don&#x27;t cut their bottom line to increase loyalty among developers AND consumers (i.e. maybe cover refunds out of Valve&#x27;s pocket rather than the developers, in cases where it makes sense). This is not entirely different from how many brick and mortar stores operate.
jazoom超过 8 年前
&gt;If you are unable to establish a legal compliance program alongside your growth plan, then consider managing your risk through good customer service. A high standard of service will likely meet most consumer laws and win you more customers.<p>Good advice.
dirtbox超过 8 年前
Valve have become a behemoth despite being one of the most lethargic and inflexible companies around. They&#x27;re by far the most profitable company to employee ratio and you&#x27;d think they would be more capable of taking control of these numerous situations and dealing with them, but they just leave all these problems to fester until it damages both them and their customers. I just don&#x27;t get what their problem is.
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kogir超过 8 年前
Set aside whether or not refund is deserved (I&#x27;m leaning toward yes?)<p>If I have a business in the US, and sell software online for USD, do I now need to prohibit international users from purchasing my software? I can&#x27;t possibly comply with the laws in every jurisdiction. For now, the US alone is painful and complicated enough.
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rtpg超过 8 年前
I imagine this will continue to be a hard problem.<p>It&#x27;s extremely easy to set up a site and collect payments for a digital product. Almost by default, Australians might start purchasing goods.<p>So if I&#x27;m using Stripe, now Stripe is in the mess too if I get in local trouble. Or is it Visa?<p>Used to be that you would rrequire some physical presence in a country, but nowadays...<p>I imagine a lot of people are in contravention of a lot of a lot of minor reporting requirements in certain countries. There&#x27;s probably a big market for &quot;TurboTax but for everywhere&quot;.
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ajdlinux超过 8 年前
The most important judgment in relation to this case is Australian Competition and Consumer Commission v Valve Corporation (No 3) [2016] FCA 196, from March this year. <a href="http:&#x2F;&#x2F;www.austlii.edu.au&#x2F;cgi-bin&#x2F;sinodisp&#x2F;au&#x2F;cases&#x2F;cth&#x2F;FCA&#x2F;2016&#x2F;196.html" rel="nofollow">http:&#x2F;&#x2F;www.austlii.edu.au&#x2F;cgi-bin&#x2F;sinodisp&#x2F;au&#x2F;cases&#x2F;cth&#x2F;FCA&#x2F;...</a>
AJRF超过 8 年前
I have never ran afoul of Steam, but for some reason I always assumed that they had great customer service. How I formed that opinion I am not sure, as is evident I am appallingly wrong.<p>I appreciate it is hard to give anything other than boilerplate legalese to most customers when they throw the book at you, but this customer mentioned in the article even asked to have his case escalated. Fault lies solely with Valve as far as I can see.
problems超过 8 年前
Valve&#x27;s refund policy is pretty amazing, &lt;2 hours played and &lt;14 days and you&#x27;re good. Better than Google&#x27;s even.<p>I&#x27;ve refunded games for being made in 2016 and not DPI scaling on 4k properly. Wonder if this guy did something ridiculous and then tried to refund it, it seems like Valve&#x27;s reasons are conveniently edited out in this very one-sided post.
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jschmitz28超过 8 年前
At what point is a video game seller obligated to provide a refund to unhappy customers? It seems like there&#x27;s a large gray area between a feature complete&#x2F;bug free game and one that&#x27;s completely unplayable.
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stevebmark超过 8 年前
This is ridiculous. What would be the legal implications of ignoring the fine? What jurisdiction does Australia have here?
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