TWO MISSING STEAM DECKS IN LESS THAN A MONTH?! GLS ARE THIEVES!

[Turbo Tenshi]

I ordered a Dock and a 512gb Steam Deck. The Dock arrived just fine, on October 25th.

The Steam Deck entered GLS in Madrid on October 24th and never left.

Steam/Valve sent me a replacement and the same thing happened to it. I waited 8 business days like they said, the replacement never arrived, either!

Two missing Steam Decks in less than a month?!?

I filed a new complaint with proof attached: A formal complaint with GLS Portugal, to which they never replied, an email exchange with GLS Spain, in wich they admit to both Steam Decks being missing, and GLS internal documents, which prove that both items never left Madrid, Spain.

I called GLS Portugal and they did nothing, so I went to their distribution center, where they gave me the attached internal documents. These prove that both Steam Decks passed the conveyor belt (cinta) in Madrid (Facility number 810) and never left there.

GLS Portugal themselves told me to insist with Steam every day and to ask for another carrier. When the employees themselves say this, it speaks volumes of the carrier company's service quality.

I want to receive a 512gb Steam Deck, which is what I paid for. I don't want a return, because it would have to be store credit, and the only thing I want is the Steam Deck.

Steam/Valve representatives are very polite and want to help, but they have to stick to a script, which isn't at all helpful, in this case! They tell me that they can't do anything about the carrier and have to keep using GLS.

I asked to contact someone in charge and was told to use this discussion forum: "Please feel free to make a post in the discussions forum. The Deck team at Valve views the forums."

If the Steam Deck were sold through Amazon, I'm sure I would have already gotten what I ordered and paid for.

I'm without 679€ and without a Steam Deck.

[Bee🐝]

You have to use GLS, that’s who’s Valve’s contract is with.

If you don’t want to use GLS, Support will offer you a full refund - it’s what they’ve done before.

Note, “please use the forums” is Steam Support for, “We’re done with this issue”. Regulars see it all the time.

[Turbo Tenshi]

I don't want a refund, because I received the dock, which wouldn't be refunded. Also, it would be refunded as store credit, which I don't want.

[Turbo Tenshi]

It seems idiotic to me that they prefer to use a company that misplaces 2 Steam Decks. It is a complete money loss for them and a hassle for the customers.

[DooMsDaYRangeR]

Originally posted by Turbo Tenshi:

It seems idiotic to me that they prefer to use a company that misplaces 2 Steam Decks. It is a complete money loss for them and a hassle for the customers.

Best advice I could give you, is to call valve and see if they can send it to you in a nondescript box. Unfortunately though, if it ships from the U.S. and customs in your country looks in the box, they may steal it again.

[Jake Sully]

Originally posted by DooMsDaYRangeR:

Originally posted by Turbo Tenshi:

It seems idiotic to me that they prefer to use a company that misplaces 2 Steam Decks. It is a complete money loss for them and a hassle for the customers.

Best advice I could give you, is to call valve and see if they can send it to you in a nondescript box. Unfortunately though, if it ships from the U.S. and customs in your country looks in the box, they may steal it again.

Valve does not ship from anywhere except from Netherlands, since warehouse where steam deck is stocked is located in Netherlands. So all steam decks and docks are shipped from there to US, Canada, rest of Europe and so on.

[DooMsDaYRangeR]

Originally posted by Jake Sully:

Originally posted by DooMsDaYRangeR:

Best advice I could give you, is to call valve and see if they can send it to you in a nondescript box. Unfortunately though, if it ships from the U.S. and customs in your country looks in the box, they may steal it again.

Valve does not ship from anywhere except from Netherlands, since warehouse where steam deck is stocked is located in Netherlands. So all steam decks and docks are shipped from there to US, Canada, rest of Europe and so on.

Kinda my bad on my first post because he said the GLS was stealing his package, so customs isn’t the issue. Calling Valve and seeing if they can ship his Steam Deck in a nondescript box may just work. Or if he has a friend in another country who can receive the package and ship it to him so GLS doesn’t know what’s in the box, that could be an option.

[✖️⁧⁧ Nervenkitzler]

Originally posted by DooMsDaYRangeR:

..Calling Valve and seeing if they can ship his Steam Deck in a nondescript box may just work.

No. It doesn't. Because they don't do that.
They just don't care. He is not the first one who got his Deck stolen. This problem is since day one. They just don't care enough to fix this bc GLS is cheap and the Deck is insured.
The only ones loosing money is GLS itself and they're insured, too.

Try again - 3 time's the charm u know - or leave it.
Just save yourself the nerves and get over it.

[DooMsDaYRangeR]

Originally posted by ✖️⁧⁧ Nervenkitzler:

Originally posted by DooMsDaYRangeR:

..Calling Valve and seeing if they can ship his Steam Deck in a nondescript box may just work.

No. It doesn't. Because they don't do that.
They just don't care. He is not the first one who got his Deck stolen. This problem is since day one. They just don't care enough to fix this bc GLS is cheap and the Deck is insured.
The only ones loosing money is GLS itself and they're insured, too.

Try again - 3 time's the charm u know - or leave it.
Just save yourself the nerves and get over it.

:Dogeface:

Calm down man, you’re making yourself look like an a**hole. I’m just offering suggestions. That’s what a forum is for, is to try and help people in any way that you can.

[Shibby]

I thought the EU had protections against not refunding to the payment that you paid with? I mean we have that in the US and there is no way you guys don't have it as you have more protections than us.

[Lala Satalin Deviluke]

Originally posted by Shibby:

I thought the EU had protections against not refunding to the payment that you paid with? I mean we have that in the US and there is no way you guys don't have it as you have more protections than us.

exactly though gls/spain seem rampant with pirating/stealing goods with steam backing, thought decks were put together.shipped from uk not netherlands since uk isnt eu and uk has a huge market so valve used uk loop hole to sell to uk customers along eu,

[Bee🐝]

Originally posted by Lala Satalin Deviluke:

Originally posted by Shibby:

I thought the EU had protections against not refunding to the payment that you paid with? I mean we have that in the US and there is no way you guys don't have it as you have more protections than us.

exactly though gls/spain seem rampant with pirating/stealing goods with steam backing, thought decks were put together.shipped from uk not netherlands since uk isnt eu and uk has a huge market so valve used uk loop hole to sell to uk customers along eu,

All the Decks are shipped from the Netherlands - most electronics are.

They are shipped from Asia (Taiwan) to the Netherlands which has the biggest shipping port in Europe and from there to the UK. Confirmed by Steam Support multiple times.

Almost every electronic product you buy in the UK went through the same process. This has nothing to do with being in the EU or where you are in Europe. Products take the shortest and most cost effective routes to get to their destination.

(Edit: this is one of the reasons Brexit was totally pointless.)

[bean]

that is very much an unfortunate circumstance, I hope you get it resolved.

I was not aware that VALVE had switched to a single global-distribution hub. It seemed unlikely to me

I agree that ideally it would be through another carrier or shipped differently, but that is also unlikely.

I presume they are ready to send you another one, right? Have you spoken about refunds?

[Turbo Tenshi]

UPDATE: Valve's (Non) reply:

"Thank you for getting back to us.

I'm sorry to hear that you're still seeing this issue.

Unfortunately, we regret to inform you that Steam currently does not offer any other shipping option.

Upon checking, your Steam Deck has be shipped and is on its way to you.

You should have received an email notification with GLS Parcel Service tracking number (...).

The package would usually be delivered within 4-8 business days once it has been shipped, though this is only an estimate and would depend on the carrier.

Besides, we do value your feedback and will be forwarding your comments on to the appropriate department.

Thank you for reporting this; we really appreciate feedback from you and all of the community.

Please feel free to make a post in the discussions forum. The Deck team at Valve views the forums.

One of the great things about Steam Deck is that it's receiving continuous support from our developers and the experience will only improve over time.

Steam Support
Martina"


So, I'm out of money and out of Steam Deck. I spent 778€, received a dock that is now useless, because I don't have a Deck and they're not sending a replacement, even though the 8 business days from shipping have passed.

[Turbo Tenshi]

A refund would be pointless, because the 99 euros for the Dock wouldn't be refunded, and the 679€ for the Steam Deck would have to be store credit!!

[Bee🐝]

Originally posted by Turbo Tenshi:

A refund would be pointless, because the 99 euros for the Dock wouldn't be refunded, and the 679€ for the Steam Deck would have to be store credit!!

Calmly - this is very important - reply back and point out you're well over the 8 days, and that you would like them to investigate and find out where you're Steam Deck is or send a replacement.

Only write that. With Support, it's best to keep your replies short.

If they write back with something else. Say you don't want a refund, you'd prefer they send the Deck.

Edit: next time don't muddle them and send them pointless suggestions like placing your mass-produced product in a different box.