this post was submitted on 17 Jul 2024
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Economists are praising it‘s efficiency but there are massive shortcomings when it comes to costumer support. A couple years ago I was told they have a whopping single person dedicated to matters in the german market for example. Anyone who has any idea about the german bureaucracy hellscape knows this is far from sufficient to deal with any issue whatsoever. And I suspect it‘s not running much smoother elsewhere.
I don't think valve owes the cosplay community squat.
in a serious reply to your point though:
I appreciate their line of thought - why dedicate resources for roles that don't add value to steam's development just to engage with every country's unique bureaucracy? until those countries fine valve for noncompliance it seems like an easy choice to make.
Maybe that's contractable.
Does that matter when the bottleneck is this tiny? A single employee would have to contract, stay in contact and approve whatever they outsource. And going by some quirks with the german side of the store their usual response seems to be simply blocking german IPs from accessing whatever may cause extra bureaucratic work for them.
The single full time employee is the lead or manager. They have some number of contractors to work with but aren't headcount.
Specifically that person probably contracts a law firm to handle the bureaucratic aspect, on an ongoing basis and a support team to handle low level issues.
It's interesting because I've never had to wait for too long for a reply. So I assume they have a lot of automatic tools helping them out in some way.
It has been years since I've contacted Steam customer support so maybe things have changed, or maybe my experience was not representative, but I found them to be pretty helpful and not-shit when I contacted customer support for something in the past.