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I returned mine too because it was super loud. I'd never be able to get used to that horrible buzzing sound.
Really disgusting seeing the shills in here basically grabbing ankle for crappy companies.
I had a Ledger (crypto cold wallet) that has a small screen. Didn't work. Had another unit that worked perfect. They needed an unloaded YT video showing it didn't work! What? I added a sise by side comparison that they didn't know I could do. Sent a new unit. It appears this un-nessasary video upload BS is the new test. Jump through the hoops for them so you can get you deserving warranty.Wife and I got our Decks today. Mine booted up instantly, no issues. However, wife's Steam Deck refuses to boot. When I tap the power button, I hear a subtle audible beep, fans spin up, and can feel the haptics in the touch pads, but no display.
Valve's support page recommends holding the power button for 3 seconds to reboot, or holding it for 10 seconds to reboot if there's an OS issue. I've tried:
1. Holding the power button for 3 seconds. Multiple attempts.
2. Holding the power button for 10 seconds. Multiple attempts.
3. Holding the power button for 30 seconds. Multiple attempts.
4. Charged the Deck for over an hour.
Redditors recommend opening up the device and fucking around with the battery. I'm not that desperate yet and I don't want to risk Valve blaming the issue on me tampering with it. So I felt it was a reasonable time to contact Valve support, and here's the chat log thus far:
View attachment 461135
Record a goddamn video? FFS. Been doing tech support for over 15 years, and nearly half of my career was devoted to remotely troubleshooting a range of remote capture scanners on a broad spectrum of desktop and mobile devices. "Record a video" was/is never an option.
TL;DR Pretty disappointed with Valve's service so far. Uploading their damn video now, hopefully they don't waste much more of my time.
Which would be okay-ish if I hadn't told them I have 2 Steam Decks and the other works fine. Should be pretty obvious that if I've figured out where the power button is on one of them, that I'd know how to operate the 2nd one. Most of their troubleshooting suggestions didn't really match up with the symptoms I've reported. The overall service experience was relatively disjointed and chaotic.My overly cynical theory is that the show a video requirement significantly reduces the number of returns "because the power button doesn't work" when the user was mashing a volume button or non-functional part of the chassis not the power button and similar forms of luser error.
Yeah but that isn't the point. The point is that Valve's customer service blows and shills here were defending it.
Industry standard policy, only after getting sued in Europe. Who says they're selling the Deck at a loss? Valve cs is atrocious from personal experience.Valve has a pretty generous return policy with Steam and they're selling these Decks at a serious loss. Asking for video is a pretty low bar now, and if anyone thinks Valve is a bad company to work with, they've clearly never bought anything from Samsung.
Could they be better? Sure. Will I pre-order the Deck 2? Absolutely.
Who says they're selling the Deck at a loss?
I sent them an RMA request with a variety of issues with my Deck (both my trackpad and left joystick have issues), along with videos depicting each issue, and they are really fighting me on this. They keep sidestepping me and pretending not to read the many pertinent details which should be a guaranteed RMA. I'm sure if I go back and forth with them for another week they'll open my ticket but I'm beginning to think it's not worth it.So I sent my Steam Deck back because of a faulty fan. It was signed for on June 1st. As of today I've heard nothing from the RMA department so it seems that Valve is still struggling to action returns. I'm planning to open a support ticket to ask for an update (if there is any).
I had a support ticket opened but closed it once I was issued an RMA. That was probably a mistake on my part. I opened a new support ticket to inquire about the RMA and got a response saying that I should be getting shipping details in 24hrs. I'll bet my first born that's not going to happen!Confused how you guys managed to get an RMA and/or even speak to service without having a ticket opened on the spot. The simple act of contacting them instantly opened a ticket for me, which functionally looks almost exactly like a Steam community forum thread (see OP). Kinda speaks to my observations earlier that they don't really have or enforce a SOP for customer service.
I don't have any specific details, but a friend of mine just recently got a Steam Deck, and he said the left shoulder button only works a small fraction of the time. Valve already approved an RMA for him.
The fan is for sale on ifixit, and good fans are out there. I can barely hear mine unless I'm outside in the Arkansas sun and there's nothing else going on around me (almost never).I ended up having to return my Steam Deck because the fan was making a grinding noise. Based on your experience I'm going to be waiting a while.
I forget to update this thread. I got a replacement and the fan is great. No issues at all now.The fan is for sale on ifixit, and good fans are out there. I can barely hear mine unless I'm outside in the Arkansas sun and there's nothing else going on around me (almost never).