After browsing the sub for the last few weeks (which would make you think that ALL of the OLED LEs are defective), and unfortunately finding a dead green subpixel in a conspicuous place on my own LE, I wanted to document my RMA process for anyone else with one of the common questions I have seen come up.
Keep in mind this is my own personal experience, I certainly can’t guarantee the same treatment for you.
As my RMA is still in progress, I’ll update this post as new information comes in.
After deciding to actually RMA my LE (I was on the fence for a couple of days, but then ended up finding a total of 3 dead subpixels around the screen. Don’t look if you don’t see any obvious ones! 😂) I submitted a ticket to Steam Support on Sunday 11/26 at around noon. I attached some photos I had taken of the pixels, which I definitely suggest you also do to save time. There is already another post here where someone opened a ticket without a photo and was asked for one, and is now waiting for another reply.
Since I opened the ticket on a Sunday I expected a couple of days before I got a response, but I actually got one on Monday 11/27 at around 6:45pm (so around 29 hours turnaround). The response was that they were processing my RMA and I should keep an eye out for another email with an RMA return form and shipping label, which may take up to 24 hours to arrive. I wasn’t asked any further followup questions, they did the RMA without any issues.
That second email with the shipping label showed up an hour later, at around 8pm.
At this point in the journey, I have boxed up my LE again (thankfully I was too lazy to throw out the original box, so it is going back in that) and sent it on its way. They asked that I send back the Deck in its original case, along with the original PSU that it came with.
TLDR:
Include a picture of whatever you can when you open the original ticket
RMA ticket turnaround was about 1.5 days
Total RMA process turnaround TBD
Deck OLED LE RMA Timeline
0 hours: Opened RMA ticket (on a Sunday)
29 hours: Received response from support, processing RMA
30 hours: Received email with RMA return form and shipping label
44 hours: Shipped to RMA center
TBD: Received at RMA center
TBD: RMA processed
TBD: Replacement shipped
TBD: Replacement received
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Here I am still waiting for mine to arrive… Fast turn around at least!
Mine actually showed up pretty quickly in the US, I managed to refresh my way to a purchase in the first 13 minutes of launch and it was in my hands 6 days later. If that dang dead green wasn’t where I could see it easily I might have just held on to it. Don’t go looking for problems if you don’t notice any naturally. 😂
And don’t let the sub get you scared about yours being defective either, the people whose LEs are perfect are too busy playing to post about having nothing to complain about. It certainly feels like the LEs are getting beat up right now, but squeaky wheels get heard.
Are most of the issues coming from the LE OLED? I got the 512gb OLED and waiting for it to arrive tomorrow. Sold my LCD deck in preparation and really missing it right now lol.
I wouldn’t worry about it. You’re going to see a bias towards rmas on this sub because the people who post about this are only going to be the ones with problem units. The vast majority of people have no issues with their device and posting about that isn’t really all that interesting.
I got my 512 OLED last week and I’m having a blast. I’m sure you will too.
Have a good one!
!remindme 24 hours
Dropped mine off today. Hoping I get one back before Christmas.
Unless there are some significant delays in the shipping process, it shouldn’t even be close.
Lets say UPS is correct, and mine shows up at the RMA center on 12/5. The RMA ticket response says it may take up to 3 days to process the RMA. A replacement should be just a new unit, likely shipped from the same warehouse my first one came from, which I believe took 2 days to be delivered. Lets say that warehouse is empty, and it needs to come from all the way across the country.
12/5 + 3 days + 7 days = 12/15, plenty of time before Christmas. I’m betting it will show up before then, but even in a bad case scenario it should be plenty of time.
We can hope. It’s hard to say. When I RMA’d my Index controllers, they got to Valves RMA place in 2 days according to UPS.
Then it took them roughly 3 weeks to send me a replacement.
Woof, I guess I’ll keep my fingers crossed for the both of us then. 😂🤞
Adding to this thread.
Received the LE OLED on Saturday morning. Reported the dead pixel on Saturday 11/25 (made sure to send multiple pictures) got the RMA label very early on Monday. Sent my LE OLED on Monday morning 9 AM PST, should be arriving in SLC, Utah today. Steam messaged me saying that my repair request (usually a 5 to 7 day process) was incorrectly labeled as such and should have been a replacement. They advised the repair department to flag it as a replacement and it should be shipped after it’s done processing (they estimated 3 days). May be lucky and get it early next week, which would be 9 or 10 days after first contacting Steam.
They handled it well and have been happy so far
Nice, glad to hear yours is going (mostly) smoothly. Curious as to what happened to get yours mislabeled as a repair, but at least it didn’t set you back too much time.
My support ticket explicitly says “replace”, so hopefully mine is set correctly, but I’ll have to wait for it to get to SLC before I can find out. It is in UPS’s hands now, although they haven’t updated the ETA to anything definite today. Maybe it’s on a plane. 😂
If you don’t mind, when you do get your replacement can you update this thread with the replacements (hopefully perfect) condition? There has been so much FUD going around about the LE OLED dead pixels that I would like to, if possible, alleviate fears that people might have about having to do the RMA process multiple times to get one with no issues.
Wanted to add to this thread as well. I received my 1TB OLED on 11/22. It worked fine. 11/23 it wouldn’t turn on.
11/23: opened support ticket
11/24 - 11/26: went through several troubleshooting steps provided by support
11/27: RMA process inititated & shipping label received
11/28: shipped SD back via UPS
12/4/23: expected delivery date per UPS
They still haven’t even responded to me. Just hit 46hr with no response.