Support tickets

[thoughtsofspeaking]

How long is the general response to a support ticket for the Steam Deck? I've been trying to get a RMA sorted for 3 days now and outside of a initial question, there has been zero response from Valve. Im so pissed off at this point that im considering just going straight to my credit card company and have them deal with it. It's only the fact that I feel that it may lead to my account getting nuked that i'm still entertaining waiting for them to sort it. To say this is poor customer service is an understatement.

[AceHercules1196]

Originally posted by thoughtsofspeaking:

How long is the general response to a support ticket for the Steam Deck? I've been trying to get a RMA sorted for 3 days now and outside of a initial question, there has been zero response from Valve. Im so pissed off at this point that im considering just going straight to my credit card company and have them deal with it. It's only the fact that I feel that it may lead to my account getting nuked that i'm still entertaining waiting for them to sort it. To say this is poor customer service is an understatement.

Remember there are a lot of people sending support tickets so it will take a bit to respond to them all

[SIR LIONEL GHOULMAN]

usually anywhere from 6-8 hours.

[thoughtsofspeaking]

Originally posted by Corey:

Originally posted by thoughtsofspeaking:

How long is the general response to a support ticket for the Steam Deck? I've been trying to get a RMA sorted for 3 days now and outside of a initial question, there has been zero response from Valve. Im so pissed off at this point that im considering just going straight to my credit card company and have them deal with it. It's only the fact that I feel that it may lead to my account getting nuked that i'm still entertaining waiting for them to sort it. To say this is poor customer service is an understatement.

Remember there are a lot of people sending support tickets so it will take a bit to respond to them all

It’s been over 50 hours since my last message. If you are suggesting that I should be accepting of this level of shoddy customer service, I respectfully disagree.
It’s not a weekend. It’s not a holiday.
These are $400+ Consumer electronics, not a weapon skin I can’t redeem. If the attitude of valve is that they can skirt along like they are a plucky tech startup and not an international business, I will not be continuing to buy their hardware. It’s absolutely ridiculous. Not even Nintendo is this bad.

[invision2212]

i always got a response within 24hrs or less and they RMA'd my deck after showing them a video of the issue the next day

[thoughtsofspeaking]

Originally posted by invision2212:

i always got a response within 24hrs or less and they RMA'd my deck after showing them a video of the issue the next day

So it seems I’m incredibly unlucky twice over then.

Thank you for your responses guys, even those I don’t agree with. At this point, im done. Whenever valve can be bothered to contact me, hopefully I’ll get my RMA but at this point it’s a sunk cost and I won’t be wasting any more of my time or money with this company.

[AceHercules1196]

Originally posted by thoughtsofspeaking:

Originally posted by Corey:

Remember there are a lot of people sending support tickets so it will take a bit to respond to them all

It’s been over 50 hours since my last message. If you are suggesting that I should be accepting of this level of shoddy customer service, I respectfully disagree.
It’s not a weekend. It’s not a holiday.
These are $400+ Consumer electronics, not a weapon skin I can’t redeem. If the attitude of valve is that they can skirt along like they are a plucky tech startup and not an international business, I will not be continuing to buy their hardware. It’s absolutely ridiculous. Not even Nintendo is this bad.

I am not suggesting that at all I was saying that you should maybe wait a little longer

[intenselygoodtime]

Originally posted by thoughtsofspeaking:

How long is the general response to a support ticket for the Steam Deck? I've been trying to get a RMA sorted for 3 days now and outside of a initial question, there has been zero response from Valve. Im so pissed off at this point that im considering just going straight to my credit card company and have them deal with it. It's only the fact that I feel that it may lead to my account getting nuked that i'm still entertaining waiting for them to sort it. To say this is poor customer service is an understatement.

Exact same boat -- initial RMA response was within ~12h. Replied with detailed answers to all their questions within the same first 24. Now I've got less than 24h inside the 14-day-from-purchase RMA window, which I politely reminded them about ~3d ago.

...and a ~$700 box that DOES NOT WORK. I don't want to have to "go all AmEx on them" but if they refuse to process a normal RMA, I'll have no choice.

[intenselygoodtime]

Originally posted by Corey:

Originally posted by thoughtsofspeaking:

It’s been over 50 hours since my last message. If you are suggesting that I should be accepting of this level of shoddy customer service, I respectfully disagree.
It’s not a weekend. It’s not a holiday.
These are $400+ Consumer electronics, not a weapon skin I can’t redeem. If the attitude of valve is that they can skirt along like they are a plucky tech startup and not an international business, I will not be continuing to buy their hardware. It’s absolutely ridiculous. Not even Nintendo is this bad.

I am not suggesting that at all I was saying that you should maybe wait a little longer

The RMA window is 14 days from payment date. Waiting is not an option.

[Bee🐝]

Originally posted by intenselygoodtime:

Originally posted by Corey:

I am not suggesting that at all I was saying that you should maybe wait a little longer

The RMA window is 14 days from payment date. Waiting is not an option.

Since you already have an open ticket, Support should take that into consideration. They've always done so before.

As long as the ticket was opened before the 14 days Support considers it an open matter and won't penalise you because they're busy investigating.

Edit: Also, they've already replied to your ticket, so they'll have a record of previous responses and will know internally why it took so long to respond.

[thoughtsofspeaking]

Originally posted by intenselygoodtime:

Originally posted by thoughtsofspeaking:

How long is the general response to a support ticket for the Steam Deck? I've been trying to get a RMA sorted for 3 days now and outside of a initial question, there has been zero response from Valve. Im so pissed off at this point that im considering just going straight to my credit card company and have them deal with it. It's only the fact that I feel that it may lead to my account getting nuked that i'm still entertaining waiting for them to sort it. To say this is poor customer service is an understatement.

Exact same boat -- initial RMA response was within ~12h. Replied with detailed answers to all their questions within the same first 24. Now I've got less than 24h inside the 14-day-from-purchase RMA window, which I politely reminded them about ~3d ago.

...and a ~$700 box that DOES NOT WORK. I don't want to have to "go all AmEx on them" but if they refuse to process a normal RMA, I'll have no choice.

I’m very confused. Are you saying the laws in your country mean you are only entitled to an RMA 14 days after purchase? What?