Valve Declining warranty on 5 month index.

[Loadent]

So sheepol of the internet. Baaa help me understand. I ordered a full index kit and 2 additional index controllers in June of 2020. Shipped in August of 2020. On arrival, Left controller broken (plastic grip) in box. Valve was great and immediately shipped a replacement.
First firmware update and controller won’t update. I ignore for a few months (I was having too much fun, covid) and create a ticket a week ago. Yesterday after they look at my purchase below I get the below response.

Transaction ID: 223992575*************
Payment Method: PayPal
Purchased: Jun 16 @ 10:58am
Valve Index VR Kit - CDN$ 1,384.95
Subtotal CDN$ 1,319.00
Import Fee CDN$ 65.95
Total CDN$ 1,384.95
Shipping Address

CA
Shipment Status: Shipped
Shipped on Jun 18, 2020 - Tracking Number 9004*********


Hello,

OK, it looks like your purchases for Index Controllers are out of warranty, so a replacement isn't available.

Steam Support
Travis


How is this OK to cut my warranty off after only 4 months.

[Loadent]

Slight correction. I got my vive kit in July and additional controllers in August.

[Supafly]

Quick look at Steams warranty and it looks like the typical 'Sneaky' warranty on replacement parts so many companies do.

https://support.steampowered.com/kb_article.php?ref=4577-TUJV-6223

1.0 Limited Warranty

......part about repair/replacement hardware and then

"This Warranty applies, to the extent permitted by law, to any replacement Hardware for the remainder of the original Warranty Period or for ninety (90) days, whichever period is longer. All replaced parts, and all Hardware for which a refund is given, shall become the property of Valve.

The 90 day warranty applies and as that is a replacement part it only had 90 days.

Honestly feel companies should still uphold the 1 year warranty from the original purchase or 90 days whichever is longest. Not diving into the warranty any further than that. I'd recommend reading through the link I provided as there will be plenty I didn't read.

[_I_]

ask in the index forums to see if there is another way to update its firmware

[xSOSxHawkens]

Originally posted by Dead Monkey:

Quick look at Steams warranty and it looks like the typical 'Sneaky' warranty on replacement parts so many companies do.

https://support.steampowered.com/kb_article.php?ref=4577-TUJV-6223

1.0 Limited Warranty

......part about repair/replacement hardware and then

"This Warranty applies, to the extent permitted by law, to any replacement Hardware for the remainder of the original Warranty Period or for ninety (90) days, whichever period is longer. All replaced parts, and all Hardware for which a refund is given, shall become the property of Valve.

The 90 day warranty applies and as that is a replacement part it only had 90 days.

Honestly feel companies should still uphold the 1 year warranty from the original purchase or 90 days whichever is longest. Not diving into the warranty any further than that. I'd recommend reading through the link I provided as there will be plenty I didn't read.

You misread that... let me point out the part that backs up the OP...

"This Warranty applies...to any replacement Hardware for the remainder of the original Warranty Period or for ninety (90) days, whichever period is longer."

In this case the item is the replacment hardware, and the warranty is 90 days *OR* the remainder of the original warranty, *whichever is greater*.

OP's original warranty is greater, but my guess is the rep at steam that replied instead mistakenly used the 90 day period despite the fact that it is the shorter of the two and not the greater of the two warranty periods.

@OP Contact steam support with the info from the linked warranty TOS specifying whichever is longer and point out your inital warranty period being longer and that it thus should be covered.

[Bad 💀 Motha]

Why did folks ever buy it from Valve?
I got mine through GameStop w/ an in-store extended warranty.

Buying from Valve means a 90-day warranty, just like MS gives on controllers now.

Buy through a 3rd party that will provide their own extended warranty, but that wont be free.

[Revelene]

It has a one year warranty. The rep must have looked at the warranty time for the used replacement you received (the previous owner's warranty), rather than the warranty you have remaining from your original controller.

Easy to resolve. Just message them again and explain that it is a replacement, of which the original is still within the one year warranty period.

Though, FYI, they'll just replace it with another used piece of garbage.

[cSg|mc-Hotsauce]

Originally posted by Bad 💀 Motha:

Why did folks ever buy it from Valve?
I got mine through GameStop w/ an in-store extended warranty.

Buying from Valve means a 90-day warranty, just like MS gives on controllers now.

Buy through a 3rd party that will provide their own extended warranty, but that wont be free.

Probably because the only official retailer of new Valve Indexs is Valve.

[Monk]

Because if something is doa, they will cover it, after months of use it could be user fault.

Sorry, it sucks, but, it's on you, you read the terms and conditions and chose not to claim initially when you had the chance.

Not entirely sure what you want from us, or steam really, usually being ultra polite in an email can get round such limitations.

[Nabster]

Originally posted by xSOSxHawkens:

Originally posted by Dead Monkey:

Quick look at Steams warranty and it looks like the typical 'Sneaky' warranty on replacement parts so many companies do.

https://support.steampowered.com/kb_article.php?ref=4577-TUJV-6223

1.0 Limited Warranty

......part about repair/replacement hardware and then

"This Warranty applies, to the extent permitted by law, to any replacement Hardware for the remainder of the original Warranty Period or for ninety (90) days, whichever period is longer. All replaced parts, and all Hardware for which a refund is given, shall become the property of Valve.

The 90 day warranty applies and as that is a replacement part it only had 90 days.

Honestly feel companies should still uphold the 1 year warranty from the original purchase or 90 days whichever is longest. Not diving into the warranty any further than that. I'd recommend reading through the link I provided as there will be plenty I didn't read.

You misread that... let me point out the part that backs up the OP...

"This Warranty applies...to any replacement Hardware for the remainder of the original Warranty Period or for ninety (90) days, whichever period is longer."

In this case the item is the replacment hardware, and the warranty is 90 days *OR* the remainder of the original warranty, *whichever is greater*.

OP's original warranty is greater, but my guess is the rep at steam that replied instead mistakenly used the 90 day period despite the fact that it is the shorter of the two and not the greater of the two warranty periods.

@OP Contact steam support with the info from the linked warranty TOS specifying whichever is longer and point out your inital warranty period being longer and that it thus should be covered.

Agreed, you should still have your warranty.

If you are from Australia, you would be protected with more consumer rights.