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Steam Controller delivery vent
(lemmy.zip)
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this post was submitted on 24 May 2026
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Steam Hardware
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A place to discuss and support all Steam Hardware, including Steam Deck, Steam Machine, Steam Frame, and SteamOS in general.
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UPS asking you to open a case with Valve is normal. You didn't pay to ship it, Valve did. Even if it is a line item on your invoice it was a contract between Valve and UPS, so you can't call up UPS demanding investigation/money because it is Valve that gets the money not you (who in turn refunds it to you).
If Valve gives you the money back they are likely taking a loss on it to keep you happy. As far as UPS is concerned they delivered it (presumably with photographic evidence), so why would they pay up on insurance. Unless Valve pays for the higher level of insurance UPS won't cover for porch pirates.
It is unlikely that Valve paid to have that level of coverage, but that is because they know only a small number of packages will be stolen. It ends up being cheaper to just give a few refunds than it is to pay for the higher level coverage on thousands of packages.
Hopefully that is the case on how Valve handles this and you get a replacement or at least your money back. Good luck!
Valve is also the only party that has the size to put pressure on the logistics companies. A couple hundred dissatisfied individual customers hardly amount to a rounding error for the likes of UPS and GLS. Pissing off Valve, especially before the major release of hardware, is not something they can afford to do.