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Valve:
We understand your complaint and we definitely want you to be happy with the device you purchased. We will replace your Steam Deck. For your information, we would like to tell you that issues involving individual pixels or sub-pixels may improve dramatically over time in OLED panels.
We've initiated the RMA process for your Steam Deck. It doesn't matter that no Limited Edition models are in stock for purchase. Valve will still send you a Limited Edition replacement unit.
Might follow up and try to get a better panel while I can If they ♥♥♥♥ up twice i'll just get my money back. Really love the LE though.
It’s widespread but still has users that are not affected, and some who don’t even bother to voice if they have the issue or not in public forums, my spouse didn’t, he went straight to initiating a ticket.
First release of anything can have potential manufacturing errors and defects, this isn’t anything new. I hope Valve makes good on their word and sends you and others a brand new LE unit, and not someone else’s LE return-that can also happen. Crossing my fingers for you 🤞
Yeah I really wanted to have an LE OLED, but I wont take one with dead pixels. And I have seen some people that have several around them, all with dead pixels. But in a way I don't want a samsung one either at this point. I know some people are faulting Valve for going cheap on the BOE panel but I dont know how they come to that conclusion, they dont know what Valve paid for them over the samsung one. I actually think in many respects the BOE panel is better than the samsung. It also seems like BOE may have been the original LCD manufacturer based on the hex code returns that I have seen from the command line input detecting the panel type. I think the LCD panels in the OG deck worked great, so why not go back to them. Mine still works fine and I have had a great time with it. I think the more likely case is that BOE undershot the quality mark and short changed Valve.
Did they offer you a replacement or did you just take a refund? I'm skeptical since they told me I would get a replacement unit. (in which I hope doesn't have dead pixels, at least in the middle)
Same here they told me I would get a replacement and I imagine they would have sent a refund if I asked for one.
Technically it's at their discretion I suppose.
True I am sure it is but they didn't even mention a refund when I asked for a replacement but I still have to wait as they are not getting mine until the 5th and then takes a few days and then they ship another one. So I will find out if I got a good one in about 2 weeks lol.
I just got a reply from them this afternoon. I asked for a replacement RMA first and sent it in under that RMA number and shipping ticket. After I sent it I generally asked if refunds are possible and it seems they interpreted that as me wanting a refund instead. So when it was received they processed a refund instead of a replacement.
Either way I guess I am ok, There are far too many problems floating around with buttons, sound, dead pixels, screen artifacts, charging, not booting etc. for me to not feel like I am rolling the dice with any deck I get. I will just wait for steamdeck 2 I guess.
It should not take that long. I had the label and forms the day after they told me they were replacing it. You need to contact them again ASAP.
Took about 4 business days. From 11/27 to 12/1, early in the morning. They've been very responsive with my updates of me informing them about dropping it off at the UPS store, and sending them images of the receipt. I got the RMA forms in my email exactly 1 hour after the support ticket responded at 5am.
I do imagine that they are currently being swarmed with RMA requests for a lot of units, so just be patient and keep talking to them. What helped for me is continuing to express my concerns in extra messages. They didn't respond until I was about 4 messages in explaining the problem and my frustrations. Don't be afraid to keep reaching out to them about the issue.
They did tell me that replacements are handled at the warehouse level, so they have no information on the quality of the new unit, but "it should fall under our hardware policy". If it's defected again I will simply return and wait. Some folks on reddit report at 33% replacement not being defected rate so it's a big chance.