Steam support taking over 24+ hours to respond to return request

[stinky [3090Ti K|NGP|N] [SLI]]

On my third steam deck and need to send this one back, haven't heard anything from Steam support in over 24 hours... anyone else having this issue?

[Bee🐝]

Ursprünglich geschrieben von stinky 3090Ti FTW3:

Ursprünglich geschrieben von Kung Fu RUSSEL:

They've ignored my request for an RMA for almost a week now. So I essentially paid for a $650 paperweight I can do nothing with.

try and send a second message on the support ticket. Just write "2nd time sent" and then send the same message. They finally got back to me and got an RMA going

Can you please stop giving this advice to other users? You can't bump Support tickets, and spamming them with the same info isn't going to make things move faster.

[stinky [3090Ti K|NGP|N] [SLI]]

Ursprünglich geschrieben von Bee:

Ursprünglich geschrieben von stinky 3090Ti FTW3:

try and send a second message on the support ticket. Just write "2nd time sent" and then send the same message. They finally got back to me and got an RMA going

Can you please stop giving this advice to other users? You can't bump Support tickets, and spamming them with the same info isn't going to make things move faster.

No, it worked for me. Thanks for your concern tho

[RaislanderUK]

Ursprünglich geschrieben von stinky 3090Ti FTW3:

On my third steam deck and need to send this one back, haven't heard anything from Steam support in over 24 hours... anyone else having this issue?

They take 2-4 days to complete their investigation. It took for me actually 4 days. So be patiente.

[ℳarlb0ro ℳ0use]

I've recently had a very similar experience with support. My biggest complaint in retrospect is that when support finally got back to me (4 days later) they misunderstood my original support ticket I submitted. Of course I immediately replied to their message, explaining the original problem (again) and clarifying what they misunderstood.
For whatever reason, it then took them (a weekend +) 2 business days to get back to me. Even then, they didn't understand my problem.
The part that still annoys me though... it is nearly impossible to actually call or TALK to anyone with support or customer service.
My entire correspondence of 5 messages (3 sent by me & 2 sent by them) took nearly 2 weeks. But I have no doubt that the entire issue would've been cleared-up with a 5-10 minute phone conversation.

I know, that's how just about every business is handling issues. I'm just 'venting' my frustration. Seriously though, other than this topic, I have NO COMPLAINTS about Valve/Steam with their products or services.

[Skankhunt42]

When this is your third Deck the problem is you.

[PAinKiLLa777]

I've had the displeasure of dealing with support myself, my deck arrived with faulty haptics and had to do a rma.

Took a few messages back and forth before they decided to initiate the rma ,the shortest wait for a reply was 3 days and the longest was 5 days. In total 11 days before they started the rma.

Steam support wait times are terrible, it might be acceptable for digital content but for physical hardware it's not fit for purpose imho

[MrMST3K]

Ursprünglich geschrieben von Skankhunt42:

When this is your third Deck the problem is you.

I wouldn’t be so sure. I’ve recently gotten two with the exact same issue, and I also thought that it may have just been me. Thankfully I have somebody that also got a steam deck and I tried it out on his to find that his steam deck was working properly. I’ve also asked around online to make sure that he wasn’t the exception to the rule and that mine is just how they are made.

It’s a new piece of hardware and they are getting the kinks out. I’m a bit anal with this sort of thing and finding the issues in my hardware, but more often then not if it isn’t too bad I just put up with it. Sadly, on both of my Deck’s the issue is just important and annoying enough to pursue an RMA. Still love the thing, but it’s a shame they didn’t work some of these kinks out by the second batch.

[PAinKiLLa777]

My last ticket response took almost 6 days. Been trying to get a new deck or a refund after getting delivered a faulty one. It's been over a month since I paid for my deck and about 3 week since they received it back.

I'm still no closer to getting a new deck or a refund, honestly my blood is boiling a bit more each day. The stress of this whole situation as put me off wanting a deck at all, they ruined what should of been a enjoyable experience!

[NissanThanNice]

I've been waiting for support for my steam controller 4 years now.

[ArneSten]

Ursprünglich geschrieben von stinky 3090Ti K|NGP|N SLI:

Ursprünglich geschrieben von ReBoot:

Sure, sucks to be the one waiting longer, but it doesn't mean the average is "cooked". It only means that whoever complains, needs to learn how averages work.

Such a weak and pathetic response to try and defend their stats page. You don't work for valve/steam so I don't really care about anything you are saying. Have a nice day and enjoy your long cold winter.

Been waiting 5 days for steam Support to help me recover my hijacked account , I feel you there man