Steam Deck - Lost by Parcel Force, ignored by Support

[Arkid78]

Hi,

I'm posting this in frustration / desperation.

I purchased a 512gb Steam Deck on the 2nd of November.

The package arrived at my local Parcel Force depot in the early hours of November 8th. It was assigned to a van but never left the depot.

I subsequently spoke to Parcel Force who opened an investigation with the local depot. I spoke to the depot on two separate occasions, who confirmed that the parcel was permanently lost - inferring it had been stolen - and the tracking reference would be updated to reflect this. The last tracking reference is as below:

11.11.2022 10:13 Reading Depot Returned to depot
11.11.2022 10:13 Reading Depot Parcel missing/cannot be located

I had been updating Steam support from the 8th & have been ignored & fobbed off with stock responses.

I've provided the case reference number & asked them to speak to their carrier / Parcel Force.

The latest response I have from Steam Support is that the parcel is at the depot as this is the last entry on the tracking reference (conveniently ignoring the lost / missing entry with the same time stamp), and that I need to pick it up!?

How do I actually get to speak to someone at Steam? I've exchanged multiple messages and I'm extremely frustrated - as a customer I'm out a chunk of cash, with no clear route as to how this gets resolved.

Sorry for the rant, just looking for some guidance!

[Bee🐝]

There is no direct email or number, Steam Support only works through the ticket system.

It’s the weekend so tickets are extra slow.

Note, if you haven’t gotten the Deck by 8 work days from when it’s shipped, Support will fully step in. By the looks of it you’re still a few days away from that. In your case it looks like they’re still in the investigation phase.

[Arkid78]

Thanks Bee - appreciate the heads up regarding support.

I'll guess I'll have to wait a few more days & see how it progresses.

[ChoccyMountain]

Just had my steam deck go missing from the Reading depot as well. Confirmed "lost" today by parcel force.

[Katie]

This thread was quite old before the recent post, so we're locking it to prevent confusion.