Returned Index Controllers - Still no refund given after two weeks

[Kjaye]

Hi there,

Last month I ordered the HTC Vive Pro 2 along with the base stations and Valve Index Controllers. I bought the controllers directly from Valve. The Pro 2 headset was really poor for the money and I decided to return it, along with the base stations and Index Controllers.

Valve gave me a returns address in the Netherlands to ship to, and I returned them at my own expense.

Both Box (headset) and Scan (base stations) received their products back on the 13th of June and refunded me a couple of days later.

Valve/Steam received their Index Controllers back on the 14 June but have still not yet confirmed receipt of them. I have contacted their support on multiple occasions who just keep responding that their shipping distributor has not confirmed the receipt of the items yet and they will update once they do.

But it's now been two weeks and they still can't tell me if they have been received and for the last three days haven't even responded to my messages.

As you can see from the tracking below they signed for them back on the 17 June, but are still saying they haven't received them back yet, or rather,they can't confirm that they have.

This is driving me mad and the support is absolutely useless, just thanking me for my patience each time and ignoring my questions about how we can escalate this, or how long the distributor has to report receipt of delivery.

I've now filed a Paypal dispute but Valve/Steam have not responded to Paypals attempts to contact them either. It's maddening, I can't understand how a major company can have such poor customer service support!

https://www.royalmail.com/track-your-item#/tracking-results/RN806491239GB

[crunchyfrog]

Messaggio originale di Kjaye:

Messaggio originale di crunchyfrog:

They are not the same thing. That's parcels, not monetary transaction.

As I said to you earlier, when you make a dispute, the vendor gets CHARGED extra fees. You need to make sure that you reverse that dispute so the charges are REMOVED from the vendor.

If you just leave it and hope it'll turn out, it will not. Valve only give you a limited time before you'll be frozen.

I have cancelled the dispute. I don't seem to have any recourse for getting my money back now though. I have emailed them and linked them to the tracking confirmation that shows they have signed for the item on 17 June. I've also sent them photographs of the items packaged with the correct address and RMA slip and barcode.

I don't know what else I can do but they continue to ignore me. It's now 15 days since they signed for the Index controllers and they still haven't confirmed that they have them back yet.

It's maddeningly frustrating. They just keep reiterating that they will update my ticket when the distributor confirms that they have the items. When I ask them how long this usually takes, or what happens if they don't confirm receipt they simply ignore me and don't reply.

I've never experienced service like this anywhere before.

Well all you can do at this stage is wait.

It could be that whoever is handling the distribution for Valve has lost it, or are just ♥♥♥♥ at updating records. That happens with sub contractors quite a bit.

If it gets to a few weeks further and you still hear nothing, here's what you should do:

Write a letter to Vale HQ. Address it Private and Confidential and FAO The Chief Executive (then either they or their secretary will open it - at least that's legally the case in Britain but I don't know if that's the same for the US).

Send a COPY of that evidence you have that the distributor received it. And then give a period of say, 28 days for the matter to be resolved or further action will be taken.

Basically, if in doubt ALWAYS write a letter straight for the top. It never fails.