A place to discuss and support all Steam Hardware, including Steam Deck, Steam Machine, Steam Frame, and SteamOS in general.
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I can't speak to the RMA process for the Frame, but my limited edition white Steam Deck needed to be sent in, I think months after you were no longer able to buy the white one (and it was probably my fault it broke).
They sent me a brand new one. Limited edition white.
Valve's customer service has been exceptional in my experience.
They made me pay to fix a failed firmware update that killed my board on my Steam Deck.
My experience has been... kinda shit. They also seem to have messed up something on the board where I can't accept some free gift in Steam, but I can't get rid of the message either. I asked support about it and they were like, "IDK, talk to the repair place we sent it to!"
WTF?
Bummer
I had a nightmare experience trying to RMA my Index, but in the end they fixed it past warranty.
I do appreciate their support, even if communication can be iffy at times. My worst fear is a painfully long wait :(
This is really sad news :( I had hoped that Valve's Frame would keep running and not hit these sorts of dead ends. How comfortable are you with opening up the battery in the back? IFixit was able to get it off (and out) here: https://vr.org/articles/steam-frame-ifixit-teardown-battery-glued-fan-2026. If it were me, I would open it up and make sure all the connections still had good contact.
Weirdly I've heard that this is sometimes tied to tbe IPD lock, and some folks have had success in booting it back up after unlocking it. I don't have mine just yet thanks to a shipping delay so I can't exactly confirm or deny, but I've heard that floating around. Trying to mentally prep for any potential RMAs myself ๐๏ธ๐๐๏ธ
I had to unlock it to detach the Frame during my reseating attempt(s), but I'll wiggle it some with heavy copium-infused magic โจ
I heard this is an issue caused by being in the current beta version, maybe double check that rumor when you get yours.
Hope it comes soon! :)
I've had similar issues, where the Frame would shut down and not charge, although, the device would still have some charge left, I kept the power button pressed long enough (maybe 30-60s) and then the frame turn back on with 40% charge....
Not sure if this is the same problem here, but maybe try that?
I'm fairly sure it still had charge left when it died, but alas, I tried again and no luck.