Valve recognises Steam's lousy reputation for customer service and says it wants to do something about it.

Speaking with Kotaku, Erik Johnson said he and others at Valve frequently read through user complaints on Twitter and Reddit.

“We don’t feel like our customer service support is where it needs to be right now. We think customers are right,” he said.

“When they say our support’s bad, our initial reaction isn’t to say, ‘No, it’s actually good. Look at all of this.’ It’s to say that, no, they’re probably right, because they usually are when it comes to this kind of thing.

Johnson said the issue went deeper than simply hiring more people to work in its customer service centre.

“We hear those complaints, and that’s gonna be a big focus for us throughout the year. We have a lot of work to do there. We have to do better.”