We’re also introducing a new dispute resolution process that will benefit you and Valve. Recently, a number of companies have created similar provisions which have generated lots of discussion from customers and communities, and we’ve been following these discussions closely. On Steam, whenever a customer is unhappy with any transaction, our first goal is to resolve things as quickly as possible through the normal customer support process. However in those instances in which we can't resolve a dispute, we've outlined a new required process whereby we agree to use arbitration or small claims court to resolve the dispute. In the arbitration process, Valve will reimburse your costs of the arbitration for claims under a certain amount. Reimbursement by Valve is provided regardless of the arbitrator’s decision, provided that the arbitrator does not determine the claim to be frivolous or the costs unreasonable.
Most significant to the new dispute resolution terms is that customers may now only bring individual claims, not class action claims. We considered this change very carefully. It’s clear to us that in some situations, class actions have real benefits to customers. In far too many cases however, class actions don’t provide any real benefit to users and instead impose unnecessary expense and delay, and are often designed to benefit the class action lawyers who craft and litigate these claims. Class actions like these do not benefit us or our communities. We think this new dispute resolution process is faster and better for you and Valve while avoiding unnecessary costs, and that it will therefore benefit the community as a whole.
NKD wrote on Jul 31, 2012, 23:44:
Class actions ramp up damages to an obscene amount over what are often trivial offenses that many customers aren't even aware happened. Our civil courts should not be tied up with a bunch of trivial offenses that could be dealt with in other ways.
corporations should just be able to get away with shit with no punishment whatsoever, as long as they spread the damage around enough?
Since I can't/won't afford to waste my time taking them to trial or arbitration over such a piddling amount, what's discouraging them from stealing my $10 in the future?