But was I really worked up over nothing? I see Valve’s reluctance to make a public statement as a means of disassociating themselves with any bad press. This might be okay if people’s private billing information wasn’t at stake. A company as high-profile as Valve is probably going to get hacked a few times. They should have been more prepared for the investigation and especially the flood of scared customers clamouring to know whether their very identities are at risk. I just see this fiasco as an opportunity for Valve to show the world how they handle customer support issues. This was a freebie for Valve because all people wanted was assurance that they are aware of the issue and are actively engaged in it. This is customer service 101 here – an automated telephone message tells you this when your call is put on hold – but Valve couldn’t be bothered. Valve failed.

I’m relieved that there turned out to be no danger to me personally, but it sounds like (as it is STILL unconfirmed by Valve) there was a weak link in the chain that allowed this malicious individual to obtain records about cyber cafes. Why is Valve neglecting security in some aspects of its billing systems? Cyber Cafes are Valve’s regular source of income – their bulk purchasers. I saw in a leaked screenshot that a little cafe in my province was cut off for having a delinquent account. That’s probably enough information for me to call them up, posing as Valve, and have them write me a cheque.

Anyway, bad taste in my mouth overall. Unimpressive disaster planning procedures at Valve. That’s not a quality I admire in any retailer.