Ever sent Steam a support email and had to wait seemingly forever for a response? Well there’s a reason for that. A recent article from The Escapist has fully explained the math behind Steam’s endless wait times for support response.
Every single day, Steam receives somewhere between 50,000 and 100,000 requests. Those requests can take anywhere from an hour an a half to solve, with some even taking up to almost two days. So while Steam support is doing every thing they can to get requests taken care of as fast as possible, they do get an obscene amount of them.
Valve is working on hiring more people and training them better to speed up response times, but there’s only so much that Steam can do at the moment. To take another step in the right direction, Steam is now going to include a typical wait time indicator for requests. The Steam Support Stats page now displays typical response times broken down into four categories: Refund requests, account security & recovery, game & Steam technical support, and purchase & billing support.
So next time you go to email Steam support, take a peek at the Support Stats page first to get an indication of how long you might have to wait. Hopefully these numbers improve over time as Steam/Valve continue to work hard to give us the best experience they can.
Source: The Escapist