A father wants to buy a new case for his Steam Deck because his child ruined the cover. Valve generously helps him with his frustrating problem.
The user reports on Reddit that his newborn child vomited on his official case from his Steam Deck. However, he did not want to buy a third-party cover and therefore asked Steam Support if he could purchase a new one. He finds the official cover, according to his own statement, better than the alternatives.
Officially, Valve does not offer the option to reorder just the case for the Steam Deck in the Steam shop. You can only order the Steam Deck including the cover there, and here Valve has drastically increased the price for the Steam Deck.
Father asks about purchase option, instead receives free case
However, the father was pleasantly surprised, as Valve did not offer him a new purchase but directly a free replacement for an official case. The user attached a screenshot of the chat with support to his post, where you can see Valve’s response and wrote:
Valve has gained a customer for life. I wrote to support hoping to buy a new cover, and this is the response I received from support.
Whether the story is true, we cannot confirm. However, it fits into the positive overall picture that players have of Steam/Valve and its customer support. The Steam support regularly helps frustrated or helpless players out of a jam.
In one case a player deleted all games from his Steam account, but the official support was able to quickly help him recover his games.
Although you cannot verify users’ stories, the reaction to this support story shows that Steam support has quite a good reputation. And if even the support is not enough, you just have to contact Gabe Newell: Player waits days for Steam support, writes directly to Gabe Newell, gets prompt help
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