Usually, after an account is hacked, players find themselves in a difficult situation: they have to correspond with support for a long time, breaking through monotonous, templated responses. However, there is another example in the industry — Steam support.
A recent case with a user nicknamed Opening_River_7562 became another illustration of Valve's customer-centric approach. He recently logged into his Steam account and noticed that someone had emptied his wallet:
I checked the purchase history and saw an in-game purchase for a game I had never even played or been interested in. The transaction was paid directly from my wallet.
He also noticed that unlocked achievements appeared in the statistics, which he definitely did not receive: “Someone managed to gain access to my account, spend money from my wallet on microtransactions, and arrange a gaming marathon for themselves.”
First, Opening_River_7562 contacted the support service of the game to which the unknown person had donated, but they refused to help him and advised him to contact Steam:
I created a ticket with Steam support, in which I described the entire situation in detail: an unauthorized in-game purchase paid for with funds from my wallet, my lack of playtime in this game, suddenly appearing achievements in Counter-Strike, and the fact that the game developers sent me to deal with Steam.
Opening_River_7562 feared that he would receive a standard, dismissive response from Steam, but in the end, all the money spent was returned to him:
After checking the login logs and confirming the fact of the hack, the specialists canceled the payment and fully returned the funds to my Steam wallet. Many thanks to Valve support for actually reading the appeal and checking the logs, and not just sending a templated refusal. By the way, the amount was 30 dollars — they returned every last cent to me.
Commentators noted that this is why Valve is called the “greatest company,” and also criticized those who accuse Steam of “monopoly.”