Alle diskussioner > Steam-fora > Help and Tips > Trådoplysninger
photo_select 27. nov. kl. 0:16
Steamdeck failure - Lack of response to warranty claim
I bought a steam deck 1TB in June 2025. The unit is now not responding and is unusable.
I have raised a ticket to try to find a resolution. A number of steps have been recommeded to check the software status and to isolate if a software or hardware issue.

All recommendations have been followed (including reimaging the drive) and there is no change to the issue experienced (black bars on the screen and uncommanded shutdowns and crashes.

It seems clear that this is confirmed as a hardware issue but now the steam support has gone silent and is unresponsive. The next step will be to replace the steam deck hardware under warranty.

Is there any other way to contact a human in steam to move forward and get the warranty honored?

I am getting concerned that in fact steam is a scam and they do not honor their warranty claims, I hope to be proven wrong.

Any help to get a response from steam support / management or if anyone in the community can provide an alternate method to get in contact or get their attention would be greatly appreciated.

I'm a dad that bought this for my teen son and do not want to have to explain to him why he cannot play anything during the Christmas holiday period.

Thanks in advance for any help.
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smokerob79 27. nov. kl. 0:38 
top of this page is the help tab....click support and stat your fun.....well its not going to be fun....click hardware and then steam deck....contact steam support is on one of the pages after selecting the deck
Sidst redigeret af smokerob79; 27. nov. kl. 0:39
#1
rawWwRrr 27. nov. kl. 2:14 
Valve honors the warranty, but it is Valve after all. They are not known for being fast. You are talking to humans. Just keep working with them and pressuring, politely but firmly, for a RMA to get a replacement.
#2
photo_select 27. nov. kl. 3:57 
Oprindeligt skrevet af smokerob79:
top of this page is the help tab....click support and stat your fun.....well its not going to be fun....click hardware and then steam deck....contact steam support is on one of the pages after selecting the deck

Thanks already done but nothing from steam, I've even tried to contact them through the careers links just to stimulate any response.

Anyone else having issues with steamdecks randomly crashing, regardless of game, black bars apprearing on the screen, then a slow crash, and then the screen fades to nothing. Everything tried, from hard resets, reinstallation, reimaging, run out of ideas here.

Thanks for taking the time to try to help, much appreciated.
#3
photo_select 27. nov. kl. 3:58 
Oprindeligt skrevet af rawWwRrr:
Valve honors the warranty, but it is Valve after all. They are not known for being fast. You are talking to humans. Just keep working with them and pressuring, politely but firmly, for a RMA to get a replacement.

Thanks for the feedback, I'll just keep pestering until someone gets bored and responds :-)
#4
Satoru 27. nov. kl. 6:16 
Note its Thanksgiving weekend so depending on what part of the esclation tree you're on it possible the response is slower because of lower staffing
#5
photo_select 27. nov. kl. 6:35 
Oprindeligt skrevet af Satoru:
Note its Thanksgiving weekend so depending on what part of the esclation tree you're on it possible the response is slower because of lower staffing

Thanks for the response but this has been going on for 12 days now.

EU sales legislation does not care about peoples holiday time only the rights of the buyer when goods are provided.

Not to miss anything I refer to:
https://europa.eu/youreurope/business/dealing-with-customers/consumer-contracts-guarantees/consumer-guarantees/index_en.htm

Thank you for your help there is just a lot of frustration here dealing with a unprofessional company.
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