Steam deck damage not covered by warranty

[Ythanatos]

This thread is just to know if someone had the same problem that I'm facing right now and how to solve it.
First of all let me explain my situation:
Two weeks ago i changed the ssd console (64gb) to a new sabrent rocket (2230) ssd.
I booted up the console, installed the SO and a few games and all worked like a charm.
Then a few hours later the update from 29 of November was installed and the screen started to going off, to vanish (the screen frezees and then the image goes off).
The sound and the trackpads worked but only the lcd backlight was working for the screen.
After testing all the button combinations that exists it seems that the deck storage mode combination worked for me and the screen started to work again.
I entered the desktop mode on the console and just like 10 minutes later the problem started again.
I let the console to rest all the night and the next morning even the backlight doesn't worked but the trackpads, the system sound and the fan worked.
I tested again all the combinations but anything worked for the screen.
Thinking that the problem was the update (a lot of people complaining about the update in the official announcement in the forum) I tried to reinstall the SO but even the BIOS or the boot system doesn't show up in the console.
I bought and usb-c to hdmi cable to try the console in my TV and I got the console to show something in the TV. I tried to reinstall the SO but the image disappeared in the middle of the process and the console just went off.
Now the console does not turn on the backlight, does not boot up (no system sound), but the trackpads, the charging led light and the fan are working but nothing more.
So after seen that nothing more could be done by me, I opened a support ticket to steam about the steam deck.
I explained all the problems faced and all the button combinations done in the support ticket and after two days I received a response requesting me to reset the firmware and bios in my console. I explained that i already did the firmware and bios reset (already explained above in the support ticket) and all the button combinations that exists.
After two more days I received a new answer telling me that it seems that I did not response one of the questions (does the LED light turns on while using the provided PSU?).
I did but without any problem i reply telling explicitly that the LED light turns on.
Again after 2 days I received the reply asking me to enter the BIOS and to try to boot up from the BIOS.
I answered him telling that how am I going to boot up from the BIOS if the screen is not working anymore. I can not click or push in continue. Again explained that the screen is off even no lcd backlight. Explained again that the console does not boot up (no system sound) and that only works the trackpads, the fan and the led light.
After two more days the replied telling me to reset the firmware and BIOS again (already said in the first comment of the support ticket).
Yesterday i answered again telling all that works and does not work and today (here comes the plot twist) they replied that with all the described by me this is not covered by the warranty and that is going to cost me 200€.
How the hell without opening the console and without doing all the tests done by a technician they know that is something I messed up?
Changing the SSD console does not invalidate the warranty (if it is not damaged in the process) and it seems it was not that because after the ssd change the console worked. It was the update that messes up the console.
How can I ask for a RMA?
I want a technician to take a look. I don't think that they can ensure that this is not covered by the warranty just by a few questions (repeated questions by the way) and even tell me how much is going to cost me the repair.

[D. Flame]

Actually, opening electronics typically DOES VOID their warranty, and physical damage typically is NOT covered under warranty. This is standard across the entire consumer electronics industry. If you got yours fixed for free, you got super lucky.

[Lruce_Bee]

Originally posted by Ythanatos:

Originally posted by PopinFRESH:

That is essentially the option they are giving you to send it in for repair; and the 200€ is an estimate without seeing the device based on what you've described (which sounds like a damaged LCD ribbon cable).

If they find it to be something that was unrelated to your modifications and it is a warrantable issue they will fix it under warranty; however, if it is found to be damage related to your modifications then they will not cover that under the warranty (which should be obvious).

They won't give you an RMA for a modified system; they will only give you the option for repair, however, do also note that they require you to remove any modifications prior to sending it to the repair center because they may still opt to replace the unit with a pre-refurbished one depending on the issue.

So this is the option for me.
Of course if it something I did I will pay it but it sounds or at least that's what I understood that this is not covered by the warranty in any way and 100% I will pay for the repair.
What I do not want is to sent it to repair and to pay if it is not something that I did. So how can I just request for this repair and for the warranty in case it is covered?

Yeah, there's no way this will be covered by any sort of warranty, since you've opened it up and done god knows what to the cables/board etc.
I'm not sure what the deal is with the repair side of things either with Valve, or what their process is for stuff like this. I'd be surprised if they even entertain it tbh , since I imagine most RMA returns are usually something defective with the hardware on receipt.
Opening up the Deck I imagine invalidates any warranty immediately the moment you start turning screws on the back cover.

[DoKo_O]

Originally posted by Lruce_Bee:

Originally posted by Ythanatos:

So this is the option for me.
Of course if it something I did I will pay it but it sounds or at least that's what I understood that this is not covered by the warranty in any way and 100% I will pay for the repair.
What I do not want is to sent it to repair and to pay if it is not something that I did. So how can I just request for this repair and for the warranty in case it is covered?

Yeah, there's no way this will be covered by any sort of warranty, since you've opened it up and done god knows what to the cables/board etc.
I'm not sure what the deal is with the repair side of things either with Valve, or what their process is for stuff like this. I'd be surprised if they even entertain it tbh , since I imagine most RMA returns are usually something defective with the hardware on receipt.
Opening up the Deck I imagine invalidates any warranty immediately the moment you start turning screws on the back cover.

all that text just to oversee that he got it repaired free of charge 2 comments before yours :D

also, "Opening up the Deck I imagine invalidates any warranty immediately the moment you start turning screws on the back cover."

thats also not true, valve has stated multiple times in the past that they wont void warranty for opening it up. if they however do find damage caused by the user they will call you out on it and refuse the free repair.