Steam Controller

Steam Controller

Txapelhd Dec 13, 2017 @ 2:04pm
lost package
Hi!

I'm having some trouble tracking my order. Steam's web shows that they have already sent my package, but GLS (the carrier) says that they haven't handed them the package yet, and it has been like this since December 1st. Any ideas?

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Showing 1-11 of 11 comments
cammelspit Dec 13, 2017 @ 2:19pm 
Seems this has happened before. I guess there does exist a worse carrier than FedEx, didn't think that was even possible. :steammocking:
-<{AfroBob}>- Dec 13, 2017 @ 4:48pm 
Originally posted by Txapelhd:
Hi!

I'm having some trouble tracking my order. Steam's web shows that they have already sent my package, but GLS (the carrier) says that they haven't handed them the package yet, and it has been like this since December 1st. Any ideas?

Contact Steam support, you made a deal with Steam and not with GLS. The fact that it might be GLS's fault and not Steam's is not your concern, as they chose and made the contract with GLS.

Anyway, I'm sure some time will pass (read: often 1 a 2 weeks, I have no experience with Steam in this matter) before you will get a solution as they will often start a small investigation to try to find out what happend.

That said, depending on you order date you can demand a refund or a new unit send before they finish their or even started their investigation, as long as they have no proof of delivery. (Which, of course, they shouldn't have.)
Last edited by -<{AfroBob}>-; Dec 13, 2017 @ 4:51pm
cammelspit Dec 13, 2017 @ 5:10pm 
Actually, I have seen many people whose tracking with GLS never updated and the package just showed up on their doorstep one day. If Valve actually passed the package onto GLS, it is likely they both have it and are delivering it. Another thing that happens a lot with GLS is they reuse tracking numbers. This means you can have junk tracking data from other peoples packages. I have also seen GLS have used the same tracking number on more than one package at the same time so the data end of being a complete mess making it look like the package is teleporting all over the EU.

Sure, you can contact Valve but I don't know how much they can really help to get the tracking number to update. All you can really do with Valve is request a refund and buy it again later on when it goes on sale again. Though, at that point, I would recommend using Amazon if it is available in your country.
-<{AfroBob}>- Dec 13, 2017 @ 5:23pm 
Originally posted by cammelspit:
Actually, I have seen many people whose tracking with GLS never updated and the package just showed up on their doorstep one day. If Valve actually passed the package onto GLS, it is likely they both have it and are delivering it. Another thing that happens a lot with GLS is they reuse tracking numbers. This means you can have junk tracking data from other peoples packages. I have also seen GLS have used the same tracking number on more than one package at the same time so the data end of being a complete mess making it look like the package is teleporting all over the EU.

Sure, you can contact Valve but I don't know how much they can really help to get the tracking number to update. All you can really do with Valve is request a refund and buy it again later on when it goes on sale again. Though, at that point, I would recommend using Amazon if it is available in your country.

That GLS messes up more often only increases Steam's liability as they STILL chose GLS after, apparently, poor performance.

But that doesn't matter at all, he made a deal with Steam and they are the ones that have the legal obligation to resolve this matter, sending out a new one is a small financial risk compared to that of the consumer (€50 is more to a consumer than it is to a company like VALVe, also the consumer is legally obligated to return extra received goods).

Seeing as their delivery times were 2-3 weeks, and its been in shipping for 2 weeks, I am sure they have surpassed their agreed upon delivery date and even the 30days stated in the EU laws, so the customer is fully entitled here to have it resolved ASAP.

(Odds are this is in form of a refund, but just sending a new one out would be more appropriate, that's also what the company I work for does as a top-3 member of biggest internet seller in the Benelux.)

EDIT: BTW, I'm not saying being patient or contacting GLS is bad, but it's good to know your rights to prevent being send from pillar to post with Steam saying "Its GLS's fault,,, ask them" and GLS saying "Nahh,,, go ask Steam, bro".
Last edited by -<{AfroBob}>-; Dec 13, 2017 @ 5:37pm
cammelspit Dec 13, 2017 @ 5:44pm 
Well, of course, they are likely to have some deal with insurance and whatnot. The only issue is the fact that Steam doesn't resend items, they refund them and then you have to buy them again in a completely new order. If it is refunded then if you went to buy it again it would be full price, which sucks unless you wait till another sale happens again. This is just something you need to be aware of as being a real possibility.

I did not imply that there isn't an agreement with Valve by the consumer, not at all. Valve also has an agreement with GLS too. Generally speaking, the company that has to take the hit for lost or stolen items is based on that contract and where along the process the package was when it got lost if it truly is lost and not just delayed. You can contact Valve and ask about it. Typically, the package won't be refunded or officially considered lost or stolen till it hits a specific amount of time after the hand-off to the carrier. You might be a little early or you might be after that time, I just don't know the specifics based on Valves own policies.

Here in the States, they chose FedEx, which is for us the worst delivery service you can ever use. FedEx is well known to mishandle packages, lose them more often than any other service I have ever seen and be slower on average without paying WAY too much for expedited delivery. Valve really should have chosen USPS or UPS here in the states and almost anyone else in the EU. I am positive they went with literally the lowest bid they could get without any other concern being factored into that decision, especially considering how much they charge for shipping.
austinp_valve Dec 13, 2017 @ 9:37pm 
I passed your info onto Steam Support. For anyone who finds this thread at some later date, if there is a problem with your order like this go ahead and make a Support ticket here:
https://help.steampowered.com/en/wizard/HelpWithGameIssue/?appid=353370&issueid=364&nodeid=25&return_nodeid=28
Txapelhd Dec 14, 2017 @ 11:19am 
Originally posted by austinp-dev:
I passed your info onto Steam Support. For anyone who finds this thread at some later date, if there is a problem with your order like this go ahead and make a Support ticket here:
https://help.steampowered.com/en/wizard/HelpWithGameIssue/?appid=353370&issueid=364&nodeid=25&return_nodeid=28

Thanks you all for the replies.. .but I still need help with the issue.

And now I have an "account alert" because I opened a paypal dispute about the order.

I have followed the steps indicated by the alert, cancel the dispute in paypal and send the message to support to restore the status of my account (img4).

The status of my steam account worries me a lot and I wouldn't like to have any kind of restriction caused by this issue.

That's what worries me the most and I really want the controller but, I was waiting for a response from the support and I did not receive anything on twitter either. So the last option was to open the paypal dispute..

Thanks you all again.
cammelspit Dec 14, 2017 @ 3:41pm 
Support is slow, never charge back anything from Steam. If it doesn't come, they can refund you. I think stuff like that restricts market transactions for a time IIRC. I know doing something as simple as changing a credit card number does but that is only temporary.
Txapelhd Dec 14, 2017 @ 3:54pm 
Originally posted by cammelspit:
Support is slow, never charge back anything from Steam. If it doesn't come, they can refund you. I think stuff like that restricts market transactions for a time IIRC. I know doing something as simple as changing a credit card number does but that is only temporary.

Thanks for the help dude...


I followed the steps indicated by the account alert "close the paypal dispute and sent a ticket to steam support". Now I have to wait for the alert to be removed and solve the issue of the lost package.

Thanks again ;)
cammelspit Dec 14, 2017 @ 5:43pm 
Well, good luck! Please, let us know how this all works out for you.
Txapelhd Dec 14, 2017 @ 9:52pm 
Originally posted by cammelspit:
Well, good luck! Please, let us know how this all works out for you.

Good news dude.

They have they have refunded me the money and the account alert has disappeared!!!

So, it's time to continue spending money ...

Thanks you all for the advices!
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Date Posted: Dec 13, 2017 @ 2:04pm
Posts: 11