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Gabe Newell Regrets Steam Support Issues, But Is Hopeful for Improvement

steam, winter sale, 2016

“We definitely don’t think we’re done.”

Gabe Newell held an AMA on Reddit today that was shockingly sparse on Half Life 3 questions. The Valve boss got to talk about the future of Steam, as well as what he’d change if he could go back in time.

Steam’s biggest issue and the one thing he’d go back in time to change, he said, has been the way Valve structures support. He also has some hope for improving the system.


“Since the last AMA, we’ve introduced refunds on Steam, we’ve grown our Support staff by roughly 5x, and we’ve shipped a new help site and ticketing system that makes it easier to get help,” Newell said. “We’ve also greatly reduced response times on most types of support tickets and we think we’ve improved the quality of responses.”

“We definitely don’t think we’re done though,” he continued. “We still need to further improve response times and we are continually working to improve the quality of our responses. We’re also working on adding more support staff in regions around the world to offer better native language support and improve response times in various regions.”

You can check out the rest of Gabe’s answers over on Reddit, which include how he likes his steak cooked (spoiler: medium rare).

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