Steam deck delivered to wrong address!

[Villaithor]

My steam deck was delivered to the wrong address over a week ago. I have submitted evidence to steam support and heard nothing back from them. I have waited months for the product, paid in full and yet have not received any support from steam other than a basic acknowledgment when I first raised the issue to them.

[cSg|mc-Hotsauce]

Be patient. Support will eventually respond.

[MoonC A T]

Originally posted by Villaithor:

My steam deck was delivered to the wrong address over a week ago.

...or someone stole it?

[nullable]

Originally posted by Villaithor:

My steam deck was delivered to the wrong address over a week ago. I have submitted evidence to steam support and heard nothing back from them. I have waited months for the product, paid in full and yet have not received any support from steam other than a basic acknowledgment when I first raised the issue to them.

Well Valve is probably limited by the speed in which they can deal with the shipping company, or companies.

It's hard to be patient, and sometimes things feel like they take forever. And they usually do take longer than anyone enjoys when you're dealing with something more complex than a one on one interaction.

[Villaithor]

Thanks for your responses and encouragements.
Here's a summary of what happened:
The courier delivered the steam deck to the wrong address.
I have the photo he took of the package, along with the GPS location of where he dropped it off, and an email from the courier admitting that they delivered it to the wrong address.
In addition to this I have provided steam support with further pictures of the address he delivered it to (which correspond to the original photo) and pictures of my own address, proving it could not have been delivered there.
It has been more than a week since this all happened.
Would it kill the people at steam to even acknowledge any of this?
It's amazing that they do not even have live chat, let alone a telephone number...

[MoonC A T]

Originally posted by Villaithor:

The courier delivered the steam deck to the wrong address.
I have the photo he took of the package, along with the GPS location of where he dropped it off, and an email from the courier admitting that they delivered it to the wrong address.

OK so no porch piracy...gotcha

[Brian9824]

Originally posted by Villaithor:

Thanks for your responses and encouragements.
Here's a summary of what happened:
The courier delivered the steam deck to the wrong address.
I have the photo he took of the package, along with the GPS location of where he dropped it off, and an email from the courier admitting that they delivered it to the wrong address.
In addition to this I have provided steam support with further pictures of the address he delivered it to (which correspond to the original photo) and pictures of my own address, proving it could not have been delivered there.
It has been more than a week since this all happened.
Would it kill the people at steam to even acknowledge any of this?
It's amazing that they do not even have live chat, let alone a telephone number...

Live chat doesn't work very well when they get over 100k tickets a day.....

[nullable]

Originally posted by Villaithor:

Would it kill the people at steam to even acknowledge any of this?

Probably not.

I empathize, we've all had those sparse sort of customer service experiences. And it's something I'm not surprised by, and as long as things work out as they should I can live with it.

On the otherhand when I deal with support tickets at work, I tend to be pretty verbose and explicit about what I've what my initial theory is, then what I've found, explicit with what I intend to do, and a rough time frame. I don't really know if people appreciate it, or if ends up being a better experience. I certainly haven't won any awards for it, but no one has complained either.

Problem is it ends up being fairly time consuming and since support tickets aren't my main job and I'm not being graded on any sort of ticket resolution metric I can afford to dink around and be as thorough and verbose as I want. Most pure customer support people don't have that luxury I'm afraid. It's often quantity over quality.

Originally posted by Villaithor:

It's amazing that they do not even have live chat, let alone a telephone number...

How do you feel about waiting in a queue for two hours? Because lots of people are prone to want to "talk to someone" and will skip all the other options to do it, even if the other options would solve their problem ten times quicker.

How do I know? Read the forums, how many posts are there where the OP could literally google the result in thirty seconds? But they'd rather make a malformed post where people spend two hours prying basic details out of them to answer their question? People just like to be shown or told things, even if they could do it themselves. And that can make running live support a challenge.

[cSg|mc-Hotsauce]

Originally posted by no154370:

did you just unknowingly admitted that you bought the Steam Deck from 3rd party websites and not from Steam DIRECTLY?????

based on this post of yours, it seems that you are pushing the Blame to Steam and Valve Corporation for something that they have NO JURISDICTION on it at all.

----------------------------------------------------------------------

if you bought the Steam Deck directly from Steam Platform, there isn't a need to deliver the Steam Deck to your house at all.

in other words, the one you should write and complain to is the "delivery company" that delivers your Order to the wrong place.

He did not say that, no. He purchased it on Steam.

WTF are you talking about?

[Villaithor]

Originally posted by cSg|mc-Hotsauce:

Originally posted by no154370:

did you just unknowingly admitted that you bought the Steam Deck from 3rd party websites and not from Steam DIRECTLY?????

based on this post of yours, it seems that you are pushing the Blame to Steam and Valve Corporation for something that they have NO JURISDICTION on it at all.

----------------------------------------------------------------------

if you bought the Steam Deck directly from Steam Platform, there isn't a need to deliver the Steam Deck to your house at all.

in other words, the one you should write and complain to is the "delivery company" that delivers your Order to the wrong place.

He did not say that, no. He purchased it on Steam.

WTF are you talking about?

:qr:

I bought it directly from Steam, having joined the waiting list like everyone else.
Unfortunately Steam have decided to use the worst courier company in England to deliver it to me. Evri (formerly known as Hermes) are notoriously bad at 'misdelivering' things, losing them in their system, and even outright stealing items. They are totally unprofessional and despite their rebranding (likely to try and get away from their awful reputation), seemed to have carried on from where they left off.

[Villaithor]

Originally posted by Snakub Plissken:

Originally posted by Villaithor:

Would it kill the people at steam to even acknowledge any of this?

Probably not.

I empathize, we've all had those sparse sort of customer service experiences. And it's something I'm not surprised by, and as long as things work out as they should I can live with it.

On the otherhand when I deal with support tickets at work, I tend to be pretty verbose and explicit about what I've what my initial theory is, then what I've found, explicit with what I intend to do, and a rough time frame. I don't really know if people appreciate it, or if ends up being a better experience. I certainly haven't won any awards for it, but no one has complained either.

Problem is it ends up being fairly time consuming and since support tickets aren't my main job and I'm not being graded on any sort of ticket resolution metric I can afford to dink around and be as thorough and verbose as I want. Most pure customer support people don't have that luxury I'm afraid. It's often quantity over quality.

Originally posted by Villaithor:

It's amazing that they do not even have live chat, let alone a telephone number...

How do you feel about waiting in a queue for two hours? Because lots of people are prone to want to "talk to someone" and will skip all the other options to do it, even if the other options would solve their problem ten times quicker.

How do I know? Read the forums, how many posts are there where the OP could literally google the result in thirty seconds? But they'd rather make a malformed post where people spend two hours prying basic details out of them to answer their question? People just like to be shown or told things, even if they could do it themselves. And that can make running live support a challenge.

You are totally right and I empathise with the staff who must be overloaded (and likely underpaid).
It just seems to me that Steam must have a woefully insufficient infrastructure if they cannot even update one of their long-time customers with a simple acknowledgment of having received my evidence or the status of the investigation.
I'm happy to wait, I just need to know why I'm waiting and that I'm not waiting in vain.
This is now the tenth day since I reported it as misdelivered and I have still only received the initial generic acknowledgment message that Steam are investigating it and will update me soon.

[J4MESOX4D]

Originally posted by cSg|mc-Hotsauce:

Originally posted by no154370:

did you just unknowingly admitted that you bought the Steam Deck from 3rd party websites and not from Steam DIRECTLY?????

based on this post of yours, it seems that you are pushing the Blame to Steam and Valve Corporation for something that they have NO JURISDICTION on it at all.

----------------------------------------------------------------------

if you bought the Steam Deck directly from Steam Platform, there isn't a need to deliver the Steam Deck to your house at all.

in other words, the one you should write and complain to is the "delivery company" that delivers your Order to the wrong place.

He did not say that, no. He purchased it on Steam.

WTF are you talking about?

:qr:

Ignore the user - just trolls people that are in need to help with outlandish and embarrassing accusations.

[cSg|mc-Hotsauce]

Originally posted by Villaithor:

Originally posted by cSg|mc-Hotsauce:

He did not say that, no. He purchased it on Steam.

WTF are you talking about?

I bought it directly from Steam, having joined the waiting list like everyone else.
Unfortunately Steam have decided to use the worst courier company in England to deliver it to me. Evri (formerly known as Hermes) are notoriously bad at 'misdelivering' things, losing them in their system, and even outright stealing items. They are totally unprofessional and despite their rebranding (likely to try and get away from their awful reputation), seemed to have carried on from where they left off.

Valve didn't choose to use Evri, the last mile carrier. That was GLS's own decision.

J4MESOX4D... I had to before he deleted it.