RMA wait time for you?

[bobmorton]

my Steam Deck stopped charging after connecting it to an USB Hub. Steam initiated an RMA. Unit arrived at warehouse (Netherlands) on April 4th.
I still have no update and waiting for a new unit to be shipped to me.
how long have you waited to get your RMA? I am based in Germany.

[DarkEmpire]

It can be very fast :) i think about 1 week max 2 weeks

[V𝐢𝐧𝐢gas Ba𝗸𝗸 🫎]

RMA confirmed pending. Now 1 weeks passed in Lithuania, still no contact from shipping carrier to pick up package.

[Kaschonga]

OK here is my feedback to this topic. It is really worse. The issue I have had was the same as you. No charging, I got the device on Friday 25th of March. I installed the updates filled it with games, Then I realized that the LED is always on. I followed the provided Deck Fix but on saturday it was nearly empty. I reset it to factory settings and send it out on Tuesday the 29th for the normal RMA process. My return was delivered Thursday morning 31th. in the NL Warehouse. Until today I have had several conversations with the support. This weekend they told me they will contact the warehouse. This was 2 days ago. They have had 8 business days and 2 complete weekends to proceed the RMA. Until now my returned device is not scanned and inside my order stands they are waiting for my return. It is ridiculous ... I guess there is an other issue ... they did not tell us any possible reason. I tried to escalate my case as a complaint. Nearly 3 weeks for nothing. On reddit I read that also the US people are complaining ... to wait 3 to 5 weeks, but there transit times are even longer than ours.

[bobmorton]

Dammmn. I sent another status update request.

[Bee🐝]

We have reports of it taking anywhere from one to three weeks.

So, the only thing you can do is wait. Hopefully, they'll get to it soon.

[Kaschonga]

The support is still not answering anymore ... the status is still the same ... now my return has been delivered 2 weeks ago and no step forward. The warehouse seems to be complete on easter vacation or infected with Covid 19. There is something wrong, but we didn't get any update or feedback. So another time i have to sum up for service companies... if they will paid with peanuts, they might be all monkeys. Sorry working in a warehouse seems to make employees not satisfied. And that's the result we may see here.

[bobmorton]

"Thanks for reaching out, sorry for the delay and to learn that your Steam Deck RMA has not yet been processed.

I've reached out to the warehouse. As soon as I have more information from them regarding your order, I'll update your ticket."

I got this reply just now

[Bee🐝]

引用自 bobmorton：

"Thanks for reaching out, sorry for the delay and to learn that your Steam Deck RMA has not yet been processed.

I've reached out to the warehouse. As soon as I have more information from them regarding your order, I'll update your ticket."

I got this reply just now

At least they are looking into it, but you shouldn't have had to ask.

Keep us up to date if there's an update.

[Kaschonga]

引用自 bobmorton：

"Thanks for reaching out, sorry for the delay and to learn that your Steam Deck RMA has not yet been processed.

I've reached out to the warehouse. As soon as I have more information from them regarding your order, I'll update your ticket."

I got this reply just now

This info i also got on saturday night last weekend. Now absolutely silence ... no progress this week and the warehouse is closed until tuesday next week.

[Kaschonga]

One our ago I have got a message from steam support that the warehouse has recieved my steam deck. They only needed 17 days to confirm this. Lightspeed yeah … now I am waiting for a shipping tracking information that they will send me in a few business days. Fingered cross. Happy eastern

[Bee🐝]

引用自 Kaschonga：

One our ago I have got a message from steam support that the warehouse has recieved my steam deck. They only needed 17 days to confirm this. Lightspeed yeah … now I am waiting for a shipping tracking information that they will send me in a few business days. Fingered cross. Happy eastern

Glad to hear you finally got a response. Expecting someone to wait 17 days, with no confirmation is not reasonable though.

[SpookyCitrus]

I mean it's no different than some of the other companies for hardware RMAs, a lot of laptop and component RMAs can take up to or over a month. I doubt Valve's RMA department is as big as other companies either, and when you're not in the US they most likely have a third party handle them. Third parties also aren't as responsive in regards to updates on the status.

[Kaschonga]

Never ending story .... this is what I see currently in my initial Order :

Shipment Status: Return Received
You have successfully returned the product to the distributor, and a replacement unit has been shipped.
Deck:Replace

The issue i have now ... i have no tracking information from this shipping.

Does anybody who has got a replacement (RMA) got the tracking information?

The steam support told me that they have to ask the warehouse for this shipping information. I expected that this is an automatic process, so that we will informed with the tracking code when they prepare tol ship the device.

May the info inside the order info is not correct.

I see a lot of miss-understanding and faulty process communication here.

[DarkEmpire]

Mine is also on RMA, hope it wont take long (Netherlands)

[Weloh]

My steam deck arrived at their warehouse in Holland on the 7th and since then I don't know anything else... I asked about the status of the rma and they told me that on the 14th I should receive a tracking number of my replacement, since that day they don't answer me anymore to the support ticket and I don't know where to go to complain.

Without a doubt I am angry with the purchase and I will not recommend your purchase to anyone