Gabe Newell, head of Valve Corporation, says you can send him email if you can’t get a problem resolved through normal means.
Steam user that_earlyguy had contacted Steam support with an issue and gave them a full week to respond. Sometimes emails get lost, forgotten and, yes, even ignored. Earlyguy’s response was beyond late. So what do you do when you’re ready to give up on a business but still want a chance at resolving your problem? You email the boss. With Valve, you just might get a response.
“What’s your ticket?” Gabe wrote in response. “At the end of the day, everyone here at Valve is in support.” Within a couple hours, the trouble was resolved. Gabe even gave the user his blessing to post the emails online.
That_earlyguy wrote, “If I could have your blessing, I feel your fans would love to see that you take a personal interest in ensuring every individual that uses your products is taken care of,” but expressed concern about the Internet abusing the privilege (The Internet? Never!).
Once again, Mr. Newell responded positively: “It’s fine for people to contact me or anyone else here if there are problems.”
That’s a heck of a promise.