Steam Deck stolen during shipping

[ROME]

My steam deck got stolen during shipping and they replaced it with two blocks of wood. Anyone knows how can I handle this issue?? I tried to contact steam regarding this but I’m getting an automated message saying they can’t do anything :(

[Supafly]

Contact the company responsible for delivering it.

[Cathulhu]

Contact the shipping company AND Steam Support. I doubt you get a message that they can't do anyhting when in fact they did do something in several other such cases. Like shipping a new one.

[Pocahawtness]

I don't know about your country, but in mine it is not down to the shipping company, it is down to the store that sold it to you. They have a responsibility to get the goods to you. If anything happens, then it's their fault and their responsibility to approach the shipping company, not yours.

So contact the seller (I assume it was Steam) and deal directly with them. They are duty bound to replace the unit unless they can prove that it was you who stole it.

[N3tRunn3r]

If the shipping company nor Steam could help, contact your local police station. They will going to trace back..

Such hardware is valueable and we literally speak about "stolen goods". This aint a single case.. Thousands are stolen..

[Bad 💀 Motha]

Could have been stolen by Customs Agents for all you know.

But yes file a claim with both Steam Support and the Shipping Company.

[Nabster]

If you use credit card, just do a charge back

[Bad 💀 Motha]

Originally posted by Nabster:

If you use credit card, just do a charge back

That's not how you fix this.

[Cathulhu]

Originally posted by Nabster:

If you use credit card, just do a charge back

This is terrible advice. Do not do that. Unless you like your account being suspended for fraudulent actions and even open to getting files charged against you.

Talk with Steam Support and the shipping company. Let them handle it. In the worst case, Steam Support will refund the purchase, no chargeback required.

[SinCanDory]

Originally posted by Nabster:

If you use credit card, just do a charge back

Chargeback may/will result with losing the account, as per user agreement.

[ROME]

I contacted both, the shipping company and steam support. Neither took responsibility for this, I will have to take this to the local police apparently.

This was their response to my request:

Hello,

Unfortunately, there is not much we can do at this point. The package left our warehouse containing the product that you purchased, and our records show that the shipment was successfully delivered. We will not be sending you a replacement, nor can we offer you a refund.

We have provided all the information we have for your issue, so your help request is now closed. If you have an unrelated issue please open a new help request and we will be happy to help.

Thanks for using Steam,
Cletus

[Kobs]

Funny how no one has insurance for this and everyone damn well knows it can happen with anything.
I bet the box was of the Steam deck clearly showing what was inside.

[Supafly]

Originally posted by Kobs:

I bet the box was of the Steam deck clearly showing what was inside.

Wouldn't be surpising. Just like the PS5 box shows exactly what it is. Least that got shipped inside a plain box with no indication of what's inside. About time companies learn to not advertise what is in the package.

[HypersleepyNaputunia]

your credit card company will protect you if the people that sold it to you arent going to fix it

its your right not to be stolen from by a mail thief and then by a corpo 2x

[Pocahawtness]

Originally posted by ROME:

I contacted both, the shipping company and steam support. Neither took responsibility for this, I will have to take this to the local police apparently.

This was their response to my request:

Hello,

Unfortunately, there is not much we can do at this point. The package left our warehouse containing the product that you purchased, and our records show that the shipment was successfully delivered. We will not be sending you a replacement, nor can we offer you a refund.

We have provided all the information we have for your issue, so your help request is now closed. If you have an unrelated issue please open a new help request and we will be happy to help.

Thanks for using Steam,
Cletus

It is up to them to PROVE it reached you. It is not good enough that they just say it has. That "something was received" is not proof.

At the moment they probably don't believe you. You need to push back harder.

[SinCanDory]

Originally posted by KyokoKirigiri:

your credit card company will protect you if the people that sold it to you arent going to fix it

its your right not to be stolen from by a mail thief and then by a corpo 2x

again, if a chargeback or any kind of "return money", the account will be banned/locked until the money is paid again. best solution in this situation is going to police.