That’s Valves fault for not having a large enough staff. With the amount of money they pull in, the least they could do is make sure they have a large enough staff so that people’s concerns are addressed and without the employees having to suffer.

Just an update: I’ve used a different support ticket avenue:

I can’t guarantee this will work, but I’ve dealt with similar issues before. If the Steam browser shows you logged 9 minutes, but the refund tickets say 9 hours, then you can use both data points to open a ticket about inaccurate server logging/data. If that gets the ‘9 hours’ issue fixed then I would guess you’ll be…

“We overhauled our support site, we’ve built better integrated tools, we no longer require a separate account to contact support, and we’ve increased our support staffing. We’ve also fixed as many bugs as possible and have provided new self-service options where they make sense.”

Glad they’re investing in new staff and training, because that’s the only thing that matters here. You can tell us all how great your service is and how much shorter the wait times are, but the only way that can be confirmed is if I actually ever receive a response from a human being. The more human beings helping…

But at this very moment I can get a CS Rep thru chat or by phone with Uplay or Origin so they still are ages away from actual CS Service