Steam stole my Steamdeck!

[Priesmal]

I ordered a Steamdeck, and while it was being shipped someone from Steam changed the shipping address. I have the screenshots as proof. It was delivered to a house over an hour from my home.

"Max" from customer service promised that I would not have to pay for a product I never received. Then, later the same day, then tells me that I am not getting a Steamdeck, nor a refund.

Small claims court seems a hassle, but their customer service does not seem to work. I did start the process to recoup payment through my credit card, but I would really rather just get what I ordered.

Does anyone have recommendations for how to resolve this in a way that actually gets me that which I ordered?

[d3str0y3r]

Are you 100% sure you are talking to Steam Support? Is it being done through the ticket system here? https://help.steampowered.com/en/

The reason I ask is everyone else that has issues with stolen steam decks got either a refund or a replacement with pretty much no issues.

I would advise against doing a charge back as it will end with your account being restricted.

[Your Mom's Oshi]

I wonder if your steam and email accounts are compromised. If someone had control of those they could change the shipping address and steal your deck. It seems like that might be what happened.

[Priesmal]

Yes, I opened a ticket on the Steam site. They said that because the address was changed, that it was me. However, the tracking clearly shows "We corrected the address as the sender requested." Then they closed the ticket so I cannot reply or ask any follow-up questions.

I would gladly show the photos here, but I don't see any way to embed a photo/screenshot.

[Your Mom's Oshi]

Originally posted by Priesmal:

Yes, I opened a ticket on the Steam site. They said that because the address was changed, that it was me. However, the tracking clearly shows "We corrected the address as the sender requested." Then they closed the ticket so I cannot reply or ask any follow-up questions.

I would gladly show the photos here, but I don't see any way to embed a photo/screenshot.

Is there anything suspicious in your steam and/or email login history?

[76561199502155650]

what to do is screen shot and print both your purchase and address at time of purchase, then screen shot how the address was changed, take the screen shots to the local offending police station, and have a officer escort you to the address the steam deck was shipped to, reclaim your steam deck an press criminal computer fraud charges on the resident of the address that your steam deck was shipped to.

this is the simplest solution, because it is tampering with computer information, it is fraud, and it is also criminal. if the steam deck is at the location you have even more proof and can have the officer arrest the culpurate. you might also want to get a lawyer involved to obtain seach warrants for the property , any and all costs could be forced to be pay by the criminal if evidence is found at that location.

also speak with the delivery driver who delivered the packaging, this is why you should hire a lawyer and more so also you shouldn't buy things online from steam, they aren't very reliable , also the whole thing seems scamy with them only wanting to sell a steam deck online, there are plenty of retail stores that they should be using to sell products.

most likely they are doing this to fraud users in the first place. you are not the only one who has had issues with steam decks being shipped.

[cinedine]

Originally posted by Priesmal:

However, the tracking clearly shows "We corrected the address as the sender requested." Then they closed the ticket so I cannot reply or ask any follow-up questions.

Well, yeah. Steam is the sender. If you told Steam to send it elsewhere they relay the information to delivery. AFAIK you as the recipient cannot change the address with the delivery service yourself.

You should have an email confirming the change of address. Also look at your login history ( https://help.steampowered.com/en/accountdata/SteamLoginHistory ) and think hard if anyone would have had access to your account while being logged in on your machine.

Originally posted by Please don't stop the Posting:

take the screen shots to the local offending police station, and have a officer escort you to the address the steam deck was shipped to, reclaim your steam deck an press criminal computer fraud charges on the resident of the address that your steam deck was shipped to.

a) that should be the absolute last resort.
b) that's not even remotely how it works.

[Priesmal]

There is nothing suspicious on my accounts. The order went through just fine and was sent. The only sign of trouble happened with UPS. MAYBE a scammer created a fake UPS account in Steam's name, but I cannot investigate that in any way. UPS won't talk to me about the sender's account / actions. Steam has to deal with them to straighten that out. Which leaves me out $674 because Steam washes their hands of it and says its not their problem.

At a bare-bone level, I ordered a product. It never arrived. The carrier (UPS) says Steam changed my address en route. Steam says, too bad. What's the right phrase? Bait-and-switch?

[Boblin the Goblin]

Originally posted by Priesmal:

There is nothing suspicious on my accounts. The order went through just fine and was sent. The only sign of trouble happened with UPS. MAYBE a scammer created a fake UPS account in Steam's name, but I cannot investigate that in any way. UPS won't talk to me about the sender's account / actions. Steam has to deal with them to straighten that out. Which leaves me out $674 because Steam washes their hands of it and says its not their problem.

At a bare-bone level, I ordered a product. It never arrived. The carrier (UPS) says Steam changed my address en route. Steam says, too bad. What's the right phrase? Bait-and-switch?

Sounds like your account is compromised.

[Priesmal]

My account logins all look normal to me. My mailing address with Steam still says my correct address.

Further, if anyone's account is compromised, it is Steam's account with UPS. Again, the tracking record shows the requested address change came from the SENDER, not the recipient.

[[?]legit]

What does support say when you ask them why the shipping address was changed?

[Priesmal]

Support says that I must have changed it with UPS. It's almost like they cannot ready the word "sender"....

[[?]legit]

Then you should ask steam for a proof of that very request, where you supposedely asked for a change of adress.

[Priesmal]

I would, but all they do is say that there was an address change and then close the ticket so I cannot respond.

[ShelLuser]

@OP: what does this URL tell you? => https://steamcommunity.com/dev/apikey

Does it ask for a domain name or does it actually list entries?

[cinedine]

Originally posted by Priesmal:

I would, but all they do is say that there was an address change and then close the ticket so I cannot respond.

Conspiracy theory:
The same support agent who re-routed your shipment is assigned your tickets. ;)

More seriously:
Keep at it, keep it friendly, don't info dump but try to walk them through the issue. The agents are changing with each re-submission from my experience so you might just get unlucky to haven gotten the one or two who don't care and feed you corporate "not our fault"-BS. The downside of having an outsourced support team.

From what I gathered from the forums it is simply not possible for the recipient to change the adress.

Keep a hardcopy of the support replies, they will become unavailable to you some time after the ticket has been closed.
If nothing helps, you might indeed look towards small claims/arbitration.

Regarding the refund via your credit institute:

Originally posted by d3str0y3r:

I would advise against doing a charge back as it will end with your account being restricted.