Stuck in a Steam loop...
I rarely post here, mainly due to having to much to do & too little to say, however an ongoing saga of attempting to get a competent tech support response from Valve in relation to Portal 2, has lead to quite a bit of frustration. It's my intention to keep record of this "customer service", as a reminder for myself of how it shouldn't be done.
1 Message by you on Tue, 2nd Aug 2011 7:05 am
Portal 2 causes PC to become non responsive on startup - after valve animation, loading screen appears & pc becomes non-responsive, requiring hard reset.
msinfo32.nfo attached, but brief summary: Win7 32bit OS, AMD 64 x 2 5200 2.6GHz 2GB RAM Nvidea 8800GT. Windows patched & up to date, have tested with AV (MS Security essentials) on & off.
I have attempted the following fixes based on the 2 support threads http://forums.steampowered.com/forums/showthread.php?t=1847517 and http://forums.steampowered.com/forums/showthread.php?t=1849054:
updating & downgrading graphics card drivers - *No success*
removing and reinstalling portal 2 - repeatedly, with UK Manchester and UK London as sources - *No success*
Verify integrity of local game content - ***every time it finds 1 file to be replaced*** - have tried this with Manchester, London & Paris as source repositories - *No success*
running steam.exe as admin - *No success*
running portal2.exe as admin - *No success*
making a backup of the folder %steamclientpath%/steamapps/common/portal2 , deleting the local game content via the steam client interface, restoring %steamclientpath%/steamapps/common/portal2 from the backup copy, deleting all the individual files from %steamclientpath%/steamapps/common/portal2/
and the following subfolders:
.../bin
.../platform
.../portal2/bin
.../portal2/cfg
restarting the Steam client and installing Portal2 again - *No success*
"Please exit Steam and go to the folder called C:\Program Files\Steam\ (this is the default location for a Steam installation - if you set a different installation directory, you will need to browse to it). Delete all of the files in this folder except: The \Steamapps\ folder and Steam.exe (this file is listed as an application and features the black and white Steam logo) Restart your computer. Then, launch Steam.exe from within the Steam installation folder, and not from a pre-existing shortcut. With Steam running, re-test the original issue. Note: This process will not affect your currently installed games. Additionally, please complete this process for your installed game(s): Title: Verifying Game Cache Files (GCF) Link: http://support.steampowered.com/kb_a...2037-QEUH-3335" - *no success*
I know this is a known issue, so I require either:
Assistance to resolve the issue within 14 days.
A full refund for my recent purchase of the valve complete pack (note I had the orange box previously, so I shouldn't lose any of those games after refund)
Kind regards,
Tony Shannon
msinfo32.nfo (File Size : 1 MB)
2 Message by Support Tech Nate on Tue, 9th Aug 2011 4:10 pm
Hello Tony,
Thank you for contacting Steam Support.
The following instructions describe how to temporarily disable applications running in the background which can cause conflicts with Steam. These instructions are for temporary, diagnostic use only and your system should not be left in this state.
Please try this:
Click the Start button, then "Run" (or Windows key + R)
Type in:
msconfig
Choose "Selective Startup"
Uncheck the box labeled "Load Startup Items".
Now, click on the "Services" tab.
Please make sure the "Hide All Microsoft Services" box *is* checked.
Then, click "Disable All".
If you are using Vista or Windows 7, please re-check the "Steam Client Service" as this is required for Steam to function on these operating systems.
Click "OK" and allow your computer to restart.
Test the issue and let us know the results. This is for diagnostic purposes only. You should not leave your computer in this state, but it may help us determine the cause of the issue.
To set the system back to normal, launch msconfig again and choose "normal startup", close the window and restart your computer.
3 Message by you on Wed, 10th Aug 2011 3:06 am
I have tried the above - *no success*
After over 7 days waiting, I am less than impressed at receiving a generic copy-paste response, especially after I have provided extensive & detailed information above.
If I have to wait 7 more days to receive a reply, you can save us both the time & trouble - if this issue is not resolved by the 16th of August (14 days from my initial report of the issue) I will require a full & prompt refund.
Regards,
Tony Shannon
4 Message by Support Tech Nate on Wed, 10th Aug 2011 2:06 pm
Hello Tony,
We are investigating this issue further. As soon as we have more information, we will update your ticket.
5 Message by you on Tue, 16th Aug 2011 9:49 pm
I raised this issue 2 weeks ago, Tuesday 2nd of August. I provided detailed information in relation to my issue, my PC setup & the methods I had used to attempt to rectify the issue.
Since then, the only "technical" reply I received, was a generic copy-paste response.
I consider this poor customer service.
I clearly stated that without resolution within 14 days I would require a full refund. This time period has now been exceeded, and I have the legal right to demand a refund.
Please contact me within business hours, with full details of how my refund will be processed.
You may reach me via email or call 07*** ******.
If I do not have a response by close of business today, Wednesday 17th August, I will contact Trading Standards, as the goods sold were not of satisfactory quality or fit for purpose. I have reported the issue within a reasonable time & you have failed to address the issue.
6 Message by Support Tech Arnold on Tue, 23rd Aug 2011 6:48 pm
Hello Tony,
We apologize for the delay.
If you have not done so already, please follow the link below to download and install the most recent video drivers for your system:
http://www.nvidia.com/object/win7-winvista-32bit-275.33-whql-driver.html
If you experience any difficulty with this process, please follow the link below:
Title: Removing and Reinstalling Video Drivers Link: http://support.steampowered.com/kb_article.php?ref=5806-RUOG-4683
If this issue persists, please temporarily disable PeerBlock and Daemon Tools, as these programs have been known to cause conflicts with Steam:
Title: Programs Which May Interfere with Steam
Link: http://support.steampowered.com/kb_article.php?ref=9828-SFLZ-9289
Please also make sure that Malwarebyte’s Anti-Malware has been properly configured to ignore Steam and Steam game files.
If this does not solve the issue, please let us know.
7 Message by you on Wed, 24th Aug 2011 2:55 am
Hello Arnold,
Can you read?
In my first message, I put detailed information regarding every fix attempted, including:
"updating & downgrading graphics card drivers - *No success*" 6th line of text.
So responding to my report 22 days after it was raised, with a copy-paste suggestion to updated the drivers (which I have already tried) is very likely to anger me, as it shows just how little "support" I'm getting as a customer. It may also result in sarcasm and ridicule, after all if you're unable / unwilling to read below 6 lines of text in my initial email, you're unlikely to read this sentence where I question your competence & possibly parentage.
As free career advice, if reading clearly worded fault reports is a difficulty, then perhaps a career in Tech Support isn't for you. May I suggest shelf stacking, bricklaying or perhaps even road sweeping. The jobs require simple repetitive tasks, often just moving an item from one place to another, without any pesky reading - you seem to have demonstrated an aptitude for this.
Also, peerblock & daemon tools are not running on startup, or when steam is running, so will not be affecting this issue.
Going forward, your pathetic attempts at "customer service" otherwise known as weekly copy-paste responses, presumably to keep my fault report within whatever SLA is used to calculate your monthly target, is no longer my concern.
I've passed your company details onto the Nottingham Branch of Trading Standards, and this just adds to the evidence that you have continued to ignore my clearly worded request for a refund, as you have failed to deal with my issue in anything approaching a competent or professional manner. I'm sure you'll be hearing from them soon.
Kind regards from sunny Nottingham, to whichever circle of Hell your office is located,
Tony
p.s. Yes I am quite clearly mocking you. I feel that after the best part of a month, receiving responses that could've been generated by an AI (that wouldn't get far in the Turing test), I have the right to let off some Steam (pun fully intended).
In the highly unlikely event that my complaint might actually get flagged, sent to someone with half a brain (who can fix my issue), or half a soul (who can issue a prompt refund & apology) then please feel free to give me a call - 07*** ****** or email me here.
Otherwise the full fury (or more realistically, the crushing bureaucracy) of her Majesty's Trading Standards Officers will hunt you to the end's of the earth (or more likely your registered address in PO BOX 1688 Bellevue, WA 98009) with great vengeance & furious anger (or possibly just a reminder of the extensive consumer protection & sales of goods acts that apply to all business transactions within the UK) until this matter is resolved.
As regards everything else, I'm ok, but still having *fun* trying to find work in Aberdeen. Neive's 4th Birthday approaches & building her Toybox at the Hackspace is a worthwhile distraction.
1 Message by you on Tue, 2nd Aug 2011 7:05 am
Portal 2 causes PC to become non responsive on startup - after valve animation, loading screen appears & pc becomes non-responsive, requiring hard reset.
msinfo32.nfo attached, but brief summary: Win7 32bit OS, AMD 64 x 2 5200 2.6GHz 2GB RAM Nvidea 8800GT. Windows patched & up to date, have tested with AV (MS Security essentials) on & off.
I have attempted the following fixes based on the 2 support threads http://forums.steampowered.com/forums/showthread.php?t=1847517 and http://forums.steampowered.com/forums/showthread.php?t=1849054:
updating & downgrading graphics card drivers - *No success*
removing and reinstalling portal 2 - repeatedly, with UK Manchester and UK London as sources - *No success*
Verify integrity of local game content - ***every time it finds 1 file to be replaced*** - have tried this with Manchester, London & Paris as source repositories - *No success*
running steam.exe as admin - *No success*
running portal2.exe as admin - *No success*
making a backup of the folder %steamclientpath%/steamapps/common/portal2 , deleting the local game content via the steam client interface, restoring %steamclientpath%/steamapps/common/portal2 from the backup copy, deleting all the individual files from %steamclientpath%/steamapps/common/portal2/
and the following subfolders:
.../bin
.../platform
.../portal2/bin
.../portal2/cfg
restarting the Steam client and installing Portal2 again - *No success*
"Please exit Steam and go to the folder called C:\Program Files\Steam\ (this is the default location for a Steam installation - if you set a different installation directory, you will need to browse to it). Delete all of the files in this folder except: The \Steamapps\ folder and Steam.exe (this file is listed as an application and features the black and white Steam logo) Restart your computer. Then, launch Steam.exe from within the Steam installation folder, and not from a pre-existing shortcut. With Steam running, re-test the original issue. Note: This process will not affect your currently installed games. Additionally, please complete this process for your installed game(s): Title: Verifying Game Cache Files (GCF) Link: http://support.steampowered.com/kb_a...2037-QEUH-3335" - *no success*
I know this is a known issue, so I require either:
Assistance to resolve the issue within 14 days.
A full refund for my recent purchase of the valve complete pack (note I had the orange box previously, so I shouldn't lose any of those games after refund)
Kind regards,
Tony Shannon
msinfo32.nfo (File Size : 1 MB)
2 Message by Support Tech Nate on Tue, 9th Aug 2011 4:10 pm
Hello Tony,
Thank you for contacting Steam Support.
The following instructions describe how to temporarily disable applications running in the background which can cause conflicts with Steam. These instructions are for temporary, diagnostic use only and your system should not be left in this state.
Please try this:
Click the Start button, then "Run" (or Windows key + R)
Type in:
msconfig
Choose "Selective Startup"
Uncheck the box labeled "Load Startup Items".
Now, click on the "Services" tab.
Please make sure the "Hide All Microsoft Services" box *is* checked.
Then, click "Disable All".
If you are using Vista or Windows 7, please re-check the "Steam Client Service" as this is required for Steam to function on these operating systems.
Click "OK" and allow your computer to restart.
Test the issue and let us know the results. This is for diagnostic purposes only. You should not leave your computer in this state, but it may help us determine the cause of the issue.
To set the system back to normal, launch msconfig again and choose "normal startup", close the window and restart your computer.
3 Message by you on Wed, 10th Aug 2011 3:06 am
I have tried the above - *no success*
After over 7 days waiting, I am less than impressed at receiving a generic copy-paste response, especially after I have provided extensive & detailed information above.
If I have to wait 7 more days to receive a reply, you can save us both the time & trouble - if this issue is not resolved by the 16th of August (14 days from my initial report of the issue) I will require a full & prompt refund.
Regards,
Tony Shannon
4 Message by Support Tech Nate on Wed, 10th Aug 2011 2:06 pm
Hello Tony,
We are investigating this issue further. As soon as we have more information, we will update your ticket.
5 Message by you on Tue, 16th Aug 2011 9:49 pm
I raised this issue 2 weeks ago, Tuesday 2nd of August. I provided detailed information in relation to my issue, my PC setup & the methods I had used to attempt to rectify the issue.
Since then, the only "technical" reply I received, was a generic copy-paste response.
I consider this poor customer service.
I clearly stated that without resolution within 14 days I would require a full refund. This time period has now been exceeded, and I have the legal right to demand a refund.
Please contact me within business hours, with full details of how my refund will be processed.
You may reach me via email or call 07*** ******.
If I do not have a response by close of business today, Wednesday 17th August, I will contact Trading Standards, as the goods sold were not of satisfactory quality or fit for purpose. I have reported the issue within a reasonable time & you have failed to address the issue.
6 Message by Support Tech Arnold on Tue, 23rd Aug 2011 6:48 pm
Hello Tony,
We apologize for the delay.
If you have not done so already, please follow the link below to download and install the most recent video drivers for your system:
http://www.nvidia.com/object/win7-winvista-32bit-275.33-whql-driver.html
If you experience any difficulty with this process, please follow the link below:
Title: Removing and Reinstalling Video Drivers Link: http://support.steampowered.com/kb_article.php?ref=5806-RUOG-4683
If this issue persists, please temporarily disable PeerBlock and Daemon Tools, as these programs have been known to cause conflicts with Steam:
Title: Programs Which May Interfere with Steam
Link: http://support.steampowered.com/kb_article.php?ref=9828-SFLZ-9289
Please also make sure that Malwarebyte’s Anti-Malware has been properly configured to ignore Steam and Steam game files.
If this does not solve the issue, please let us know.
7 Message by you on Wed, 24th Aug 2011 2:55 am
Hello Arnold,
Can you read?
In my first message, I put detailed information regarding every fix attempted, including:
"updating & downgrading graphics card drivers - *No success*" 6th line of text.
So responding to my report 22 days after it was raised, with a copy-paste suggestion to updated the drivers (which I have already tried) is very likely to anger me, as it shows just how little "support" I'm getting as a customer. It may also result in sarcasm and ridicule, after all if you're unable / unwilling to read below 6 lines of text in my initial email, you're unlikely to read this sentence where I question your competence & possibly parentage.
As free career advice, if reading clearly worded fault reports is a difficulty, then perhaps a career in Tech Support isn't for you. May I suggest shelf stacking, bricklaying or perhaps even road sweeping. The jobs require simple repetitive tasks, often just moving an item from one place to another, without any pesky reading - you seem to have demonstrated an aptitude for this.
Also, peerblock & daemon tools are not running on startup, or when steam is running, so will not be affecting this issue.
Going forward, your pathetic attempts at "customer service" otherwise known as weekly copy-paste responses, presumably to keep my fault report within whatever SLA is used to calculate your monthly target, is no longer my concern.
I've passed your company details onto the Nottingham Branch of Trading Standards, and this just adds to the evidence that you have continued to ignore my clearly worded request for a refund, as you have failed to deal with my issue in anything approaching a competent or professional manner. I'm sure you'll be hearing from them soon.
Kind regards from sunny Nottingham, to whichever circle of Hell your office is located,
Tony
p.s. Yes I am quite clearly mocking you. I feel that after the best part of a month, receiving responses that could've been generated by an AI (that wouldn't get far in the Turing test), I have the right to let off some Steam (pun fully intended).
In the highly unlikely event that my complaint might actually get flagged, sent to someone with half a brain (who can fix my issue), or half a soul (who can issue a prompt refund & apology) then please feel free to give me a call - 07*** ****** or email me here.
Otherwise the full fury (or more realistically, the crushing bureaucracy) of her Majesty's Trading Standards Officers will hunt you to the end's of the earth (or more likely your registered address in PO BOX 1688 Bellevue, WA 98009) with great vengeance & furious anger (or possibly just a reminder of the extensive consumer protection & sales of goods acts that apply to all business transactions within the UK) until this matter is resolved.
As regards everything else, I'm ok, but still having *fun* trying to find work in Aberdeen. Neive's 4th Birthday approaches & building her Toybox at the Hackspace is a worthwhile distraction.