Steam (service)

In the early 2000s, Valve was looking for a better way to update its published games, as providing downloadable patches for multiplayer games resulted in most users disconnecting for several days until they had installed the patch. They decided to create a platform that would update games automatically, and implement stronger anti-piracy and anti-cheat measures. They approached several companies, including Microsoft, Yahoo!, and RealNetworks, to build a client with these features, but were rejected.

Valve began its own platform development in 2002, using the working names "Grid" and "Gazelle". The Steam platform was announced at the Game Developers Conference event on March 22, 2002, and released for beta testing that day. Prior to the implementation of Steam, Valve had a publishing contract with Sierra Studios; the 2001 version of the contract gave Valve rights to digital distribution of its games. Valve took Sierra and its owners, Vivendi Games, to court in 2002 over a claimed breach of contract. Sierra counter-sued, asserting that Valve had undermined the contract by offering a digital storefront for their games, to compete directly with Sierra.

Steam's success has led to some criticism for supporting DRM and for being an effective monopoly. In 2012, Free Software Foundation founder Richard Stallman called DRM using Steam on Linux "unethical", but still better than Windows.

Steam's customer service has been highly criticized, with users citing poor response times or lack of response. In March 2015, Valve was given a failing "F" grade from the Better Business Bureau due to a large number of complaints about Valve's handling of Steam, leading Valve's Erik Johnson to state that "we don't feel like our customer service support is where it needs to be right now". Johnson stated the company plans to better integrate customer support features into the Steam client and be more responsive. In May 2017, in addition to hiring more staff for customer service, Valve publicized pages that show the number and type of customer service requests it was handling over the last 90 days, with an average of 75,000 entered each day.