Valve have done a lot for PC gaming, there is no denying that, but as any company gets bigger, the personal touch can fade. Companies need to make money and they do this by expanding, taking on more people, adding new services.
Well when the growth bloat really gets a hold the people who made it feel human just cant always be around at the front line to keep things feeling....personal. The Better Business Bureau represent a voice for consumers and help businesses support their customers. On a scale of A+ down to F, it seems that Valve have received the lowest customer rating possible, an F.
Part of the BBB report is as follows:
On June 25, 2013, BBB recognized a pattern of complaints from consumers regarding product, service and customer service issues. Consumers allege the games they purchase from Valve Corporation or Steam malfunction, do not work or have an invalid CD key. Consumers also claim the company blocks users from accessing their library of games. Consumers further allege they attempt to contact the company for assistance, but Valve Corporation fails to correct the gaming issues, does not correct credit card charges or issue a refund, or does not respond at all.
On July 1, 2013, BBB notified the company of the complaint pattern. To date, the company has not responded to BBB's request to address the pattern.
Valve dismissed the whole notion of BBB's report by pointing out that it is not a particularly high priority to the company. Valve has never been very flexible in terms of its sales policies and approach to customer service, but with this sort of report becoming a little more common, the faceless sales platform might have to step up its approach to quality customer service.
You can check out examples of complaints from the report yourselves here