Can I get a refund?

mylesterry

On the 22nd of August I bought a Steam Deck (Handheld Game Console) from Steam. On the 14th of September it had to be replaced due to receiving it with a fault. Then on the 10th of September (2023) the screen started to bleed and it got sent back and repaired. I’ve not used it much since the last repair and started using it again but have realised when the device gets warm from running the screen comes apart from the device. At this point the device does not seem to be quality to last and requested refund and return it. They came back and said they would only fix the issue and would not refund the device. I replied again stating the issues I’ve had before and they have replied saying they’ll refund £200 pound as store credit but they are unable to issue a full refund as their system does not allow it. 

The devices costed £569. Should I accept the £200 credit and try and fix it myself or do I have the right for a refund?

I bought it on a credit card as well so I’m aware of the additional protection. 

eskbanker

As it's more than six months since purchase, your right to a refund is dependent on convincing the retailer that the problem is an inherent manufacturing flaw that would have been present at the time of sale - in order to do this, you'd need to have an expert examine it and write a report to that effect (you'd need the same for a claim from your card provider too).

Okell

mylesterry said:

... At this point the device does not seem to be quality to last and requested refund and return it. They came back and said they would only fix the issue and would not refund the device...

When did you request this refund?  Was it within 6 months of purchase?

cannugec5

mylesterry said:

On the 22nd of August I bought a Steam Deck (Handheld Game Console) from Steam. On the 14th of September it had to be replaced due to receiving it with a fault. Then on the 10th of September (2023) the screen started to bleed and it got sent back and repaired. I’ve not used it much since the last repair and started using it again but have realised when the device gets warm from running the screen comes apart from the device. At this point the device does not seem to be quality to last and requested refund and return it. They came back and said they would only fix the issue and would not refund the device. I replied again stating the issues I’ve had before and they have replied saying they’ll refund £200 pound as store credit but they are unable to issue a full refund as their system does not allow it. 

The devices costed £569. Should I accept the £200 credit and try and fix it myself or do I have the right for a refund?

I bought it on a credit card as well so I’m aware of the additional protection. 

I’m unsure of your time line - was it purchased in 2022, replaced 14 Sept 22 and repaired again 10 Sept 23? 

mylesterry

That’s correct. I believe because of the device got replaced/repaired they reset the warranty on the device (they offer 1 year) by default. 

Alderbank

mylesterry said:

That’s correct. I believe because of the device got replaced/repaired they reset the warranty on the device (they offer 1 year) by default. 

Your belief does not seem to be supported by the facts.

Which country are you in?

Steam's warranty begins with:
IF YOU ARE A CONSUMER WHO LIVES IN A EUROPEAN UNION MEMBER COUNTRY, THE UNITED KINGDOM, THE PROVINCE OF QUEBEC (CANADA), AUSTRALIA, OR NEW ZEALAND, THIS LIMITED WARRANTY & AGREEMENT DOES NOT APPLY TO YOU. INSTEAD, YOU ARE ENTITLED TO THE STATUTORY WARRANTIES OR GUARANTEES PROVIDED BY YOUR HOME JURISDICTION.

so it only applies if you're in a country other than any of the above, such as the United States.

If it does apply to you it says the warranty is reset for the remainder of the original Warranty Period or for ninety (90) days, whichever period is longer. 

However it says if you are in the UK it doesn't apply to you and you are only entitled to your statutory warranties.

I take that to be your statutory consumer rights if in UK. Since Steam seem to accept that your device has an intrinsic fault which they failed to repair at their previous attempt, you are entitled to a refund.
Unless you agree otherwise the refund must be to the card you paid with, so not a credit note. It can however be reduced by the amount of use you have had.

If you have the 256GB version the current price is £349 so £200 offered is just under 60% for less than 2 years ownership.
I would push them for a little more, say £250.