3rd Defective Steam Deck: Any way to escalate or expedite RMA process?

[xormask]

Hi everyone,

I'm currently looking at my third steam deck RMA. My original device had a dead pixel and sticking buttons. My second device had multiple dead pixels in addition to a large dark splotch across the screen, and creaked horribly (the creaking I could have lived with, the screen not so much).

I just received my third device, which immediately popped up an error about being connected to a "slow charger," when using the official charger. It quickly became clear that the battery wasn't actually charging at all, and after some back and forth with steam support, who told me to run the battery down to 0, my device is stuck in some weird loop where it powers on, says verifying installation and immediately turns off. There's also strange behavior where unplugging the charger leaves the charging LED still on, like the deck thinks the cable is still plugged in. It's pretty obvious that the battery / battery controller is broken, so I'm going to have to do a 3rd RMA.

With each RMA taking around 3 weeks, Valve has been holding onto my $650 (512 GB) for around 2 months and delivered me 3 defective devices in a row (each arguably worse than the prior device). Steam support refuses to expedite or cross ship, it's obviously their policy to stick to the standard Fedex ground, but I feel like my case is somewhat exceptional at this point.

Is anyone aware of any possible way to escalate these support issues to some higher authority within Valve? I really love the potential of this device, but the support experience has been by far the worst I've ever experienced with any company at this point.

[my new friend]

They aren't going to change their policy and cross ship anything. Either you deal with the long process or get a refund.

[@R+5]

dude, forget about the deck for a few minutes and buy a lottery ticket. wouldnt be the first time someone wins after a chain of "bad luck" events, lol.

[my new friend]

Originally posted by Insignia:

If this is true though you are better off buying a new screen and battery if you are tired of waiting

Aren't they sold out as of the moment they were available on IFixIt's website?




Edit: Yes.
https://www.ifixit.com/Store/Miscellanous/Steam-Deck-Battery/IF260-001?o=2
https://www.ifixit.com/Store/Miscellanous/Steam-Deck-64GB-or-256GB-Screen/IF260-004?o=2
https://www.ifixit.com/Store/Miscellanous/Steam-Deck-512GB-Screen/IF260-003?o=2

[xormask]

Originally posted by Insignia:

I find this whole post hard to believe. the first RMA went in for dead pixels and they sent it back with even more dead pixels? They wouldn't send it back if there was still dead pixels on the screen.

If this is true though you are better off buying a new screen and battery if you are tired of waiting

I'm assuming you've been fortunate enough not to go through Valve's RMA process. You don't get back the device you send in. They send you a new device. Unclear if it's refurbished or brand new. Each deck I've received has had a different serial number.

[@R+5]

Originally posted by xormask:

Each deck I've received has had a different serial number.

its probably faster that way, even if the risk of sending a device with defects remains present.

[Adam]

Originally posted by Insignia:

I find this whole post hard to believe. the first RMA went in for dead pixels and they sent it back with even more dead pixels? They wouldn't send it back if there was still dead pixels on the screen.

If this is true though you are better off buying a new screen and battery if you are tired of waiting

Unfortunately I've had a similar experience as the OP. Every Steam Deck I get is defective with dead pixels and other issues. 512gb Q2. I've opted for a refund and am waiting on valve to respond now. It's a shame they don't have any quality control at the company. Every phone/monitor/tablet I've ever owned has never had a single dead pixel. But these low resolution screens on the Steam Deck are littered with them.

[Gingertips]

Im on 1st RMA, but if I had your experience, I would be contacting the Credit Card company and requesting a chargeback - that will cost Steam more money to process in the long run. They've messed you about & not compensated you for a really poor experience - hell they haven't even offered you a faster or express shipping method! But I certainly wouldn't be getting another replacement.

[Gamerglo]

I received (supposedly) new Steam Deck and just after two weeks, I started having problems. I asked for a change in devices. I asked for the OLED model. Because I was sent a defective model. The screen going in and out, games played fine, until just after the two weeks ( I believe it should be 30 days). This reminds of mechanics that fix a car and they know it ionly going to last just enought ( their gamble) to pass the Lemon law. I was in a car accident and in a lot of pain, I just can't up and run around. I have to plan, like most people I have other things that I have to deal with. I don't know, but contacting the attorney general of the state of Washingtion might help. Depends on how angry and disinfranchised you feel. As for now I am getting pretty chapped....

[ShadowShifterMarlith]

3rd Defective Steam Deck: Any way to escalate this?



Wow, your really dedicated to the STEAM Deck,
& your really determined to get one working...

I hate to break it to you, but STEAM Deck sounds like & comes off as a Scam...

A Scam Product by a shady Company doing bad business with their Customers...


If Valve really Truely wanted the STEAM Deck to be successful,
& thrive on the Market with it's Customers?

Then why is it sooo poorly Optimized, & why does it handle such
poor Quality Video Games on it?

I've seen People with a Team of only 1 Person
do a far better Job with Video Games Today, oO

[cubotj7]

Just Sent my 2nd unit for another RMA within 3 months of purchase.
its spent more time in transport or RMA back and forth than I've probably had playtime.
I have received 2 broken steamdeck 512GB LCD models in a row now
I feel robbed of joy and truly disheartened by it all glad some of you managed to get refunds wish they'd offer me that option.