Cracked Screen from manufacture with NO warranty support.

[ShockClown 2]

Hi, I had ordered the steam deck, played a few games etc. but then I noticed a crack at the top of the screen. I first thought it was my screen protector (when applying the screen protector i thought i was dust at the edge of the screen) but after peeling off the screen protector I seen it was the actual screen. Since i have pulled off the protector the hairline crack is now the length of the screen. I have been putting the deck back in the case after use etc. and has never been dropped, hit etc. You can tell by the crack [imgur.com] as there is no crow feet indicating any accidental damage and I would just suck it up if it was. But you don't get a crack like that from unless it's an inherent weakness in the product.

Absolutely gutted this has happened as i've waited long enough to play it and was my first introduction to PC gaming.

Mine is a very similar scenario to this gentleman on reddit though stream support apparently think my scenario is different.

Reddit link



Steam Support said it's not covered under warranty and have failed to reply to any of my follow up questions. Marvellous first experience with question.

note: I will also add, Apple even replace devices/screens that have a single hairline crack and thats saying something!!

[class101 [OLED deck]]

I think you broke it while applying the protector. The crack was initiallyt miniaml, and it has expanded after cleaning up the screen, using touch screen.

I'm sure you are a good soul and trustable but in both stories, a screen protector is mentionned

[ShockClown 2]

Originally posted by class101 deck:

I think you broke it while applying the protector. The crack was initiallyt miniaml, and it has expanded after cleaning up the screen, using touch screen.

I'm sure you are a good soul and trustable but in both stories, a screen protector is mentionned

That’s the point. The weakness was there. You can’t purposefully crack a screen by making just a hairline crack. Most manufacturers will replace a device with a hairline crack for that reason.

[Piston Smashed™]

Looking at the screen it looks like you've chipped/scratched the edge of the screen and the crack has worked its way from there. Further to the right is another wider scratch on the edge of the screen and the casing, so you've been doing something and thus is not a weakness which was there already.

[ShockClown 2]

Originally posted by Piston Smashed™:

Looking at the screen it looks like you've chipped/scratched the edge of the screen and the crack has worked its way from there. Further to the right is another wider scratch on the edge of the screen and the casing, so you've been doing something and thus is not a weakness which was there already.

There’s no other cracks, those are reflections. I’d be impressed if I managed to just chip the edge of the screen lol

[OGNocturnal]

Originally posted by Piston Smashed™:

Looking at the screen it looks like you've chipped/scratched the edge of the screen and the crack has worked its way from there. Further to the right is another wider scratch on the edge of the screen and the casing, so you've been doing something and thus is not a weakness which was there already.

I noticed that, its about 1cm to the right of the microphone hole. It looks to of been prised or bashed.

[Piston Smashed™]

Originally posted by ShockClown 2:

Originally posted by Piston Smashed™:

Looking at the screen it looks like you've chipped/scratched the edge of the screen and the crack has worked its way from there. Further to the right is another wider scratch on the edge of the screen and the casing, so you've been doing something and thus is not a weakness which was there already.

There’s no other cracks, those are reflections. I’d be impressed if I managed to just chip the edge of the screen lol

Crack 2 [imgur.com]

Left Arrow
Just to the left of the hole, it looks like the edge is very slightly chipped and I assume that is the crack leading away from there.

Right Arrow
The second is just to the right and doesn't look like a reflection but more like something has been used to pry between the casing and screen.

So it looks like you've been up to something and probably caused the weakness yourself.

[Piston Smashed™]

Originally posted by ßr⊕†hεr ßεdﾚαm:

Originally posted by Piston Smashed™:

Looking at the screen it looks like you've chipped/scratched the edge of the screen and the crack has worked its way from there. Further to the right is another wider scratch on the edge of the screen and the casing, so you've been doing something and thus is not a weakness which was there already.

I noticed that, its about 1cm to the right of the microphone hole. It looks to of been prised or bashed.

That's it, there's two marks which shows something has caused it.

[ShockClown 2]

Originally posted by Piston Smashed™:

Originally posted by ShockClown 2:

There’s no other cracks, those are reflections. I’d be impressed if I managed to just chip the edge of the screen lol

Crack 2 [imgur.com]

Left Arrow
Just to the left of the hole, it looks like the edge is very slightly chipped and I assume that is the crack leading away from there.

Right Arrow
The second is just to the right and doesn't look like a reflection but more like something has been used to pry between the casing and screen.

So it looks like you've been up to something and probably caused the weakness yourself.

Ha Ha Ha why on earth would I want to do that!?

[Piston Smashed™]

Originally posted by ShockClown 2:

Originally posted by Piston Smashed™:

Crack 2 [imgur.com]

Left Arrow
Just to the left of the hole, it looks like the edge is very slightly chipped and I assume that is the crack leading away from there.

Right Arrow
The second is just to the right and doesn't look like a reflection but more like something has been used to pry between the casing and screen.

So it looks like you've been up to something and probably caused the weakness yourself.

Ha Ha Ha why on earth would I want to do that!?

I don't know, maybe when you were putting on the screen protector, I'm not sure what you were doing but something has been done whether you want to admit it or not. I guess not admitting you did something absolves you from blame but looking at the evidence it looks to go against you and it wasn't me excuse...

[invision2212]

that doesnt look intentional nor would it even make sense to do it. yall need to go pick up your decks and look at the spot this happened and youll notice how impossible it would be to crack the screen in that spot without also coming into contact with the plastic shell. tle plastic would show signs of damage too if the screen were purposely forced to crack.

[Lala Satalin Deviluke]

Originally posted by Piston Smashed™:

Originally posted by ShockClown 2:

Ha Ha Ha why on earth would I want to do that!?

I don't know, maybe when you were putting on the screen protector, I'm not sure what you were doing but something has been done whether you want to admit it or not. I guess not admitting you did something absolves you from blame but looking at the evidence it looks to go against you and it wasn't me excuse...

most likely bad screen apply, but its normal to for sm users to blame valve, sadly if ur using the jsaux kit (poorly explained, the when u try it it will result in non accurate placement but reg gamers can deal with it to some extent, worse outcome is the dreaded air bubble, ...

[ShockClown 2]

Originally posted by invision2212:

that doesnt look intentional nor would it even make sense to do it. yall need to go pick up your decks and look at the spot this happened and youll notice how impossible it would be to crack the screen in that spot without also coming into contact with the plastic shell. tle plastic would show signs of damage too if the screen were purposely forced to crack.

Finally someone who actually knows what they are talking about. Thank you.

[ShockClown 2]

Originally posted by Lala Satalin Deviluke:

Originally posted by Piston Smashed™:

I don't know, maybe when you were putting on the screen protector, I'm not sure what you were doing but something has been done whether you want to admit it or not. I guess not admitting you did something absolves you from blame but looking at the evidence it looks to go against you and it wasn't me excuse...

most likely bad screen apply, but its normal to for sm users to blame valve, sadly if ur using the jsaux kit (poorly explained, the when u try it it will result in non accurate placement but reg gamers can deal with it to some extent, worse outcome is the dreaded air bubble, ...

No kit used. Screen was set on top.

[PAinKiLLa777]

I've seen a video on YouTube where a guy admits his deck had dropped off his desk while charging. He admits this to valve in his ticket and they still took back his deck and sent him a new one for free.

Valves return policy seems to be if you have influence we will bend over backward to help you, even when you're the one at fault. On the other hand if Valve are at fault but you have no influence then under the bus you go!

My deck arrived faulty over a month ago and I'm still waiting for my refund.

Added after edit for link

https://m.youtube.com/watch?v=KpqQXBZb6Xg