I started an RMA for my 1TB OLED Limited Edition on Sunday for a stuck/dead pixel but didn’t include a picture.
Valve got back to me and asked for one, and now I’m waiting for them to get back to me again.
Save yourself some time, include a picture of the problem when submitting an RMA.
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I am not happy with Valve support (I’m in the EU, don’t know if it the same worldwide or not). My SD LCD makes a clicking sound and also you can feel it. I started a support request, but it has been days now that I’m talking to Valve. First they made me do a video, then asking questions and questions and questions.
I’ll be that guy. Isn’t that obvious? Why would you contact anyone about any sort of issue without any form of documentation?
When I requested replacements for 2 different monitors I bought off Newegg they never asked for any photo evidence so I kinda thought it would be the same RMAing my Deck for dead pixels. Understandable why they would ask for photos though.
It’s weird to not feel trusted, so it’s unusual for some to require proof instead of just believing them.
Man we all wanna live in your world…
It’s really proof, but more like detailed information so they know exactly what is the problem.
I know, It’s a dead pixel, they can quite easily have a look for themselves and find it, It ain’t much time, but consider that time for hundreds of SD, that can take quite some time.
Yeah it’s so unusual when a giant tech companies support asks for proof of defect instead of just being like „oh okay but you better pinky promise something is wrong with your Deck!“. What are you even trying to say?
It is actually unusual for them not to accept the RMA without proof. They normally accept them then just charge for return postage if the problem isn’t confirmed on their end.
Make at least one of the images have the entire screen! I included a picture that was a close up of the affected pixel and they asked me for one with the whole screen.
They asked me to send them photos of the whole device, front and back, with the serial number on the back visible and while running the “Input Test” so the serial number is on the screen too.
I’ve been waiting for a message back now for over 24 hours 😮💨
I’m sure they have tons of reports from the holiday weekend and a new product launch. I have a open RMA in process and it’s been about 1 response every 24 hours
You’ll get one soon! Odd that it’s not routine.
Yup I included a picture immediately and got the RMA label on Saturday with no issue.
Waiting on mine to arrive this week and fully anticipating I’ll have a dead pixel. My thought on it is if that’s the case (and I don’t plan on actively looking for one)wouldn’t it just be easier to have the panel replaced than to endure the entire RMA process, especially being that it has been designed to allow for removal from the front. I do get both sides of the argument with this being an expensive purchase for some, and the feeling that it should not be an issue, but I’d rather not have the downtime over a simple dead pixel if I could just take a trip to UBIF and have it replaced FOC
Having Valve give you a substandard product you paid a lot of money for, and you then offering to fix it yourself and pay for the new panel is kind of crazy. I get not wanting to wait…but dude. Valve is worth billions, and sold you a product that isn’t up to spec. Just RMA it.
A few reasons… But the primary ones coming to mind:
- We don’t all live right near somewhere where we can get someone reputable to do the screen replacement.
- The replacement is still additional money out of pocket, which we should not have to spend when we’re still under warranty.
- It is Valve’s obligation to send us non-defective products.
Honestly this goes for any customer service ticket. The more information the better. Generally when I message support I have screenshot or picture evidence, and I run through the troubleshooting steps I’ve tried and the results of those steps. Gives them as much information as possible to work with so they can figure out the issue or solution easier.
You should aim to provide as much information as possible on the first message to support, used to work support for years, the amount of “my game don’t work” tickets I received from users seeking help but zero information.
Not the same situation but my delivery was stolen. I’m a bit annoyed because after waiting for the initial response I responded almost instantly. Now it’s been another 24 hours and I’m still waiting.
Lived in the support world for a long time so I get it to some extent but they already said they would send a replacement and just reached back out to confirm the same address. Was hoping the new one would have shipped today but that’s not happening at this point.
Everyday I consider myself more and more lucky for not only getting a LE but no dead pixels and everything going perfect so far I’ve seen multiple people get the dead pixel and or there’s another problem a lot of people are having I just can’t remember what it was 🤣
They asked me for one when I included a picture in the first post anyways.
Thanks for the advice… I’ll be opening a ticket today, my le has a dead pixel and the b button sticks while another rattles lol. Might just get a refund and stick to my lcd till the SD2 is released.
Why wouldn’t you include a picture? I had a bad audio board and sent a video. RMA created and had a new Deck 4 days later.
imagine not sending a picture before submitting an rma for a dead pixel couldn’t be me