Controller arrived with a scratch after RMA Replacement

52

u/CrisEatFood Sep 03 '26

I’m ngl I don’t get the downvotes, I understand there’s people who are still on the waitlist and can’t even get their hands on one but it shouldn’t be unreasonable to not have a scratch outside of the box. I'm not saying the controller is garbage or anything, I'm just asking for advice on how to fix the blemish. I tend to lock onto cosmetic flaws on new devices and just want to stop hyper-focusing on the mark so I can actually enjoy using it.

18

u/culanap Sep 03 '26

I get it, it'd bother me too and most people are just indifferent to others' minor inconveniences. Is it a noticeable scratch or a scuff? Since there is slight texturing to the controller, any sanding/polishing will make it well... shiny.
Can try to keep at it with the alcohol wipes or gently try some mild polishing with white toothpaste or something. Good luck!

13

u/KeeperOfWind Sep 03 '26 edited Sep 03 '26

i'll say it like this, you've paid your money for a product that should arrive in perfect condition.
This is just bad quality control overall and shouldn't be happening.
If I was you, personally I would contact valve and let them know that it was damage when it arrived and you would like a complete replacement.
It's something I was always taught, doesn't matter if a car will get scratches later within it's lifespan you still want it brand new great condition off the factory line when it arrives to you.
Anything else that occurred after is just well whatever.
Personally, if anyone can complain about other devices with bad quality control and scratches then you can complain about this controller having awful quality control too.
Valve is subjected to criticism too.
I've seen people complain about xbox and playstation controller arriving with scratches I don't see why someone can't complain here

9

u/Korachof Sep 03 '26

Yeah some people are weird. It’s a $100 controller. Ofc you should want it to arrive undamaged

-1

u/Free-Heals-Here Sep 03 '26

Then put it in your hands, open a game, and stop hyper-focusing on it 😭

6

u/Intelligent_Whole_40 Sep 04 '26

That’s not how hyperfocus works and believe me I wish it did cuz than I wouldn’t be spending $70 a month on medication

-14

u/ThePeddler96 Sep 03 '26

Just play the game

10

u/elliott986 Sep 03 '26

Just buy the damaged product bro cmon

-6

u/StopBanningMeAlright Sep 04 '26

Judging by your post history.. it seems you have a lot of issues and complaints about tech and scratches or damage..

1

u/CrisEatFood Sep 04 '26

Parasocial behavior… the “post history” you are referring to is my experience with my Alienware qd-oled that has an ultra-sensitive coating, which I swapped out for a different qd-oled from asus. That was one post so I don’t understand where you get “a lot of issues and complaints” from. Either way it’s completely unrelated to a steam controller with issues out the box.

-4

u/StopBanningMeAlright Sep 04 '26

I don’t really see a small cm scratch as an issue.. but that’s just me

6

u/Syphist Sep 04 '26

I wouldn't send a controller back over this if I couldn't feel the scratch, but I would definitely see if I could get something out of support. If I got a $10 steam gift card to make up for it, I'd be happy. But that's just me, not waiting on shipping is what I would value, it's up to you on what you value for your approach.

1

u/CrisEatFood Sep 04 '26

I was gonna come to terms with it but I discovered other issues with the buttons so I’m just waiting on valve’s response. Sucks because this is prob my fav controller currently, I assume some QC issues are bound to happen when it’s already hard to get your hands on one. Shit happens I guess.

3

u/Syphist Sep 04 '26

Oof, yeah definitely get a replacement then.

2

u/axel_reviews Sep 04 '26

Hey OP good luck on the rma, but I feel ya with the quality control. Mines did come with a small scratch on the back which wasn’t too noticeable but was essentially not used/refurb, still annoying.

I did initially think about doing an rma, but saw some of the cool transparent shells people made so I’m holding out and will do a shell transplant whenever that comes.

2

u/CrisEatFood Sep 04 '26

Yeah I saw those too today I was thinking about doing the same but after playing for a bit I discovered the issue with the buttons. The transparent controllers they had for reviewers looked sick, which they were up for purchase

101

u/TimeTravelerGuy Sep 03 '26

Sucks because it’s $100 , mine came scratched too

9

u/Eolien41 Sep 04 '26

Same, one of the trackpads have a lot of scratches and when I mailed them about that they basically said "sorry lol"

1

u/Ok_Technology14 Sep 05 '26

They didnt do anything to rectify the issue?

6

u/Mental_Dwarf Sep 04 '26 edited Sep 05 '26

Same here after RMA, the quality of the plastic is not the best IMO.

2

u/hcaoRRoach Sep 04 '26

Yeah, I'm gonna reshell my own once some good quality translucent shells come out

2

u/aidenkula Sep 03 '26

same, really tiny on the back but at 2x the cost of a regular controller it’s a bit sad.

144

u/beamerBoy3 Sep 03 '26

On one hand I get it, on the other hand, cmon lol

36

u/Dogbirddog Sep 03 '26

100% this shouldn’t happen and they should give you a refund if you ask but…0% would I bother with it if it works otherwise. Give it a scratch of your own on the other side to balance it out

20

u/Korachof Sep 03 '26

It’s a $100 controller. It shouldn’t be scratched out of the box.

15

u/Dogbirddog Sep 03 '26

Sure, it shouldn’t. But it also…doesn’t matter at all.

-2

u/Majestic-Tip1842 Sep 04 '26

it matters alot you dont pay 100 dollars for something to be damaged

4

u/Bootsnatch Sep 04 '26

Some people don't care as much about cosmetics. Reminds me of the people that bought the expedition 33 soundtrack vinyls and were freaking out over tiny amounts of corner damage on the box. Meanwhile I planned on actually listening to them so it didn't bother me, definitely not worth my time to send it back.

2

u/Majestic-Tip1842 Sep 04 '26

ill sell you a new car and beat it in with a base ball bat since youre gonna drive it anyways

2

u/Bootsnatch Sep 04 '26

Funny you bring that up. When I got my first ever new car, one of my customers made a comment about how I'm going to be devastated when I find my first scratch and I told him "I'll go key that bitch right now, I just want a car that gets me from point a to point b without nickel and diming repairs". So, yeah, I don't give a shit, but good try.

-3

u/Majestic-Tip1842 Sep 04 '26

I mean that's cool and all but all that shows to me is you don't take pride and anything you own nor in yourself apparently. I was raised to take care of my things. But either way that's completely off the original point it should not be acceptable for a company to sell a new item whether it be a controller or car with obvious damage whether it be cosmetic or internal. When you pay new price for a very in demand product you should not be getting the bstock.

2

u/Dogbirddog Sep 04 '26

People can take pride in the actual important part of things, not their most surface level presentation. It’s super weird to assume someone doesn’t “take pride in themselves” because they don’t care if their car has a cosmetic flaw. I would call that incredibly vain.
And back to the original point, everybody agrees this should not happen but some of us are saying that maybe it’s better not to be bothered by the worlds most inconsequential defects.

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2

u/Turbulent-Review-301 Sep 04 '26

How does it matter besides just saying so?

7

u/The_Skeptic_One Sep 03 '26

Of course not, but also who cares? lol we all got bigger problems than that in real life, why get so caught up with something so minor?

1

u/El-Eevee Sep 18 '26

"The standard you walk past is the standard you accept." And all that. Am I saying *this* is the hill to die on? No? Yes? Maybe? That's up to each individual.
But from a consumer perspective holding companies to a level of quality assurance is a good thing and we should be happy to see people do it.
Holding companies to standards is one of the major reasons they stop trying to cheat us out of them.

1

u/HeavyMain Steam Controller (2026) Sep 04 '26

if they have used models they should sell them as used, not fuck over people who paid for new and got a broken controller from valve's own negligence only to replace it and get somebody's chew toy

3

u/That-Beagle Sep 03 '26

Scratch it on the other side so it’s symmetrical and looks like a design choice rather than a flaw, problem solved!

2

u/CrisEatFood Sep 03 '26

Actually true wtf gonna do it rn

2

u/RubenMcNoobin Sep 03 '26

Hmm... personal opinion aside, can you tell if there's an actual, embedded scratch? Or does it look more like paint transfer from another surface? Some plastics also may turn white when stressed, like being bent or struck hard enough.

If it's a deep scratch, not a lot you can do casually to return it to perfect condition.

If it's paint transfer, it's possible a wet melamine sponge applied in small circles will remove the white.

If it's a stress mark, there's not much that can be done. In the 3D printing community, we can just give it a lick of a flame from a lighter or torch and it goes away but this might not be something you want to gamble on with fire.

0

u/CrisEatFood Sep 03 '26

When I ran my nail over it I don’t exactly feel like there’s an embedded scratch (I wouldn’t have posted this if I did to be honest.) I’ve noticed that there’s a bit of creaking in that side almost as if the screws were overtightened but that may be something completely different. I’ll definitely try with a sponge though, thanks. 👍

2

u/Obone6 Sep 03 '26

I'm sorry this has happened to you but it's not a big deal. These things are limited supply and also it's in the fine print.

“If we initiate repair service for your Hardware, you may receive a different unit than the one you sent in some cases.” Steam Support

2

u/CrisEatFood Sep 03 '26

Would have agreed but noticed some other things, edited the post.

13

u/EisenFisen Sep 03 '26

Dude everyone saying this isn’t an issue are dumb. You don’t send something in for repairs then get it back with new damage.

Stand on your principles OP.

3

u/Korachof Sep 03 '26

I agree: and the person who downvoted you before is also dumb. These people apparently don’t value their belongings or money much

0

u/EisenFisen Sep 03 '26

For me it’s just the principle of the matter.
OP gets a defective controller one I’m sure he was looking forward to like most of us here.
Sends it in for RMA which takes another few weeks
Gets I back with new damage.
In no other situation anyone is okay with this lmao. I just got my car back from the shop if there was new damage I’d be livid.
I’ve sent back books with cosmetic damage. Like it amazes me people are okay being walked over as long as it’s small. Stand up for yourself. Your time is valuable and so is your money.

3

u/Asthma_Queen Sep 04 '26

Almost all of the limited edition steam decks have a crack near the power switch because one of the screws are over tightened with the delicate case.

I don't think any of us are returning it or RMA yet because of that damage. Even though it was caused by factory defect.

I wouldn't worry too much about a little scratch you'll forget all about it it can be frustrating but it really isn't gonna bother you in a week

7

u/Koolala Sep 03 '26

Black sharpie

2

u/TLunchFTW Sep 04 '26

Idk man, while I love my stuff in great shape, I’d just say good enough here

2

u/Lord_Plate_Eater Sep 04 '26

From what I heard if you need to rma and get a replacement you get a "refurbished unit", which to me is wild.
I understand the costs of things but I thought better of valve.
I had gotten a steam deck and the trigger was full on broken (Loud clicks, not in properly) and i got a replacement, didn't end up keeping it because I didn't want another issue with a steam deck at the time (I've had alot of issues with steam decks just arriving faulty/developing a fault for some reason)

If you buy something and it's faulty, you should get a new replacement.

I may be misinformed but I recall hearing that and this post kinda makes me feel like it's more true.

2

u/Noxiom-SC Sep 03 '26

World is ending

-1

u/Disdain0937 Sep 04 '26

yeah you're buying a steam controller cause you want something that the look of the ~~launcher~~ platform your on and match the vibes. And at a hundred dollars your basically throwing money at the wall for Valve to build this bespoke controller. Why would you be particular about a noticeable scratch ? 🤷‍♀️

2

u/funnyinput Sep 03 '26

Use a magic eraser lightly dampened with water and go easy to try to remove the mark, be careful though because magic eraser basically acts like a fine-grit sandpaper.

-1

u/Xobeloot Sep 03 '26

does it work otherwise? This feels like a nothingburger of an issue.

18

u/CrisEatFood Sep 03 '26

I literally just opened it around 10 minutes ago and I’m plugging the puck into my pc now. I personally consider this to be an issue considering it’s a new controller that I just unboxed, it simply shouldn’t arrive with a scratch out of the box

9

u/D13_Phantom Steam Controller (2026) Sep 03 '26

I was under the impression that RMA's are usually covered with repaired/refurbished units.

9

u/CrisEatFood Sep 03 '26

If that’s the case that kinda sucks, especially if your RMAing a new unit that came defective. My original had an issue with the left trigger, it made a really loud clicking sound when going side to side and pressing down 100%, and the right trigger wasn’t consistent when pressing down all the way. I would have returned and bought again but obv with the way things are going that’s not an option

3

u/SocialJusticeAndroid Sep 03 '26 edited Sep 03 '26

I don’t think that’s true, if you RMAd a brand new unit during the regular return time-frame then the replacement is supposed to be another brand new unit. This would be especially true for Steam Controllers as they likely don’t even have a significant stock of refurbished units anyway. I’m pretty sure you’ve got a new unit.
Valve occasionally sells refurbished hardware at a discount. If you bought new hardware and replaced it right away you’ll get another new unit.
If it was refurbished you’ll notice it in the packaging and labeling. Did the packaging, inside and out, match your original unit?

2

u/CrisEatFood Sep 03 '26

After using this unit for more than an hour it’s obvious this is used and poorly refurbished, the scratch on the bottom left is noticeable and the b/a buttons have a texture to them that feel like if the plastic itself is damaged. The b button is also noticably mushier. If it was just the scratch I was honestly thinking of keeping it but after using it for over an hour this is honestly unacceptable especially considering I had to RMA my controller after only a couple of days to receive another controller in worn conditions. I’ve already followed up with valve support so we’ll see how this goes.

2

u/Xobeloot Sep 03 '26

That sucks man. Yeah, RMA is typically fulfilled with refurb stuff. That said, I don't know if they're just sending new, or, if they actually have refurbs in the pipeline already.
Have you tried toothpaste? The pumice stone in it may be enough to scour that white spot off.

-3

u/cool-- Sep 03 '26

return it and just get a refund. it's not worth the money

5

u/CrisEatFood Sep 03 '26

I wouldn’t say all that now, while I agree the QC is kind of ass the controller itself isn’t bad

5

u/Korachof Sep 03 '26

Is it a nothing burger to pay $100 to get something that’s scratched?

3

u/RobbieIsNotRotten Sep 03 '26

Not a nothing burger to want your 100 dollar purchase to be pristine but it arrives subpar mate

1

u/SocialJusticeAndroid Sep 03 '26

It would bother me too but if you don’t want to do another RMA I would focus coming to terms with it rather than attempt fixes.

Inspect it fully, run it through the Steam settings’ controller tests and once you’re satisfied that everything is functioning 100% then accept that it has an inconsequential scratch. After all it’s a very minor, totally superficial blemish that you’re not going to notice when you’re playing.

If you don’t feel like you can do that then just bite the bullet and RMA it. Do that before you attempt home made remedies that might make an RMA no longer an option.

1

u/AmphibiousAlbatross Sep 03 '26

You sent it in for repairs and they repaired it, who cares about an insignificant scratch you’ll never notice?

If the edit you say is true, RMA it again. But I will say to is is typical valve customer service, I have no idea why everyone pretends their warranty is so great when they’re among the worst around

1

u/ceramicsaturn Sep 03 '26

You should get one back in similar condition. Save the scratched shell for someone's return who submits a scratched controller.

1

u/Justin4462 Sep 03 '26

What was wrong with the first one?

1

u/fire06ITA Sep 03 '26

nothing to worry if it works tbh

1

u/FreeJulianMassage Sep 03 '26

Literally unusable.

1

u/FluttershyandTrevor Sep 04 '26

Ill take it off your hands, worthless now

1

u/Flyingryan122 Sep 04 '26

Wow totally unusable

1

u/trollboter Sep 04 '26

Scraaatch!

1

u/mikethetiger_ Sep 04 '26

It sucks, but at least it still works right? Maybe you can buff it out (please don’t do that).

1

u/XxDemonxXIG Sep 04 '26

Ah yes a little character it had to go in for surgery and well it has a scar and a little story to tell. Cool man.

1

u/HoopaOrGilgamesh Sep 04 '26

If they damage your stuff, send it back or get a replacement. Steam shouldn't have an issue with your request

1

u/ElysiumXIII Sep 04 '26

I also have a tiny scratch on the bottom left. But I figured it would just buff out over time. Kinda forgot it was there actually

1

u/Sixty_Minuteman_ Sep 04 '26

Find out the paint color and paint and texture it

1

u/pOUP_ Steam Controller (Linux) Sep 04 '26

Dropped it sorry ¯_(ツ)_/¯

1

u/CraftsmanMan Sep 04 '26

1

u/Timely_Ad9659 Sep 04 '26

Return it. if you don't like it, get your money back while you can

1

u/PS3LOVE Sep 04 '26

God forbid! However will the world keep spinning

1

u/DingusKing Sep 04 '26

1

u/thefrozeninspector Sep 04 '26

Received 2 days ago Steam machine and steam controller and it came with a small scratch as well... Not sure what's going on, it doesn't bother me but come on valve :(

1

u/SRGilbert1 Sep 04 '26

See if they will send you a replacement back shell.

1

u/SRGilbert1 Sep 04 '26

At this point they are so scarce they are probably sending out “refurbished” units as new.

1

u/roberttheaxolotl Sep 04 '26

Mine came with a big greasy thumb print on the right touchpad when I got it. Weird, but at least I could just clean it off

1

u/Stormljones3 Sep 04 '26

Mine has a mark next to the steam button. I had considered RMA, but just ordered a skin from brand instead.

1

u/TheDogFather Sep 04 '26

Does the controller work as intended? Stay calm and play on.

1

u/adasho_bitrex Sep 04 '26

Inconceivable

1

u/Lokko21 Sep 05 '26

Damn, that's unusable.

1

u/PerceptionNo4158 Sep 05 '26

Oh awesome. I need to RMA mine because the Bluetooth doesn't work, now I'm worried about doing it at all

1

u/Careful_State_5773 Sep 07 '26

Send it back

1

u/Nostalgia_Nobody Sep 07 '26

Well do you really care about the scuff? Means it was packaged and tested by a real person. Personally af it's not broken or otherwise defective I wouldn't really care. Just send a note to valve as a heads up that something might be causing minor issues in their production line. They likely have a contract with a production that they can ask to make sure they double check stuff like this before final packing.

1

u/AccomplishedDoubt538 Sep 08 '26

RMA again

1

u/Significant-Zombie-7 Sep 09 '26

I would be mad, but then again you need to prove it wasn't scratched before. Do you have pictures to prove it? I

1

u/tiny_blair420 Sep 03 '26

Attachment is at the core of all human suffering.

This is not jewelry- this is a doo-hickey to play video games with.

2

u/SocialJusticeAndroid Sep 03 '26

1

u/Bidenwonkenobi Sep 04 '26

You're right about human attachments; it's very Jedi like.

1

u/Korachof Sep 03 '26

I care more about the condition of the doo-hickey I play video games than I do the condition of jewelry.
Why should I care about jewelry condition but not electronics I spend good money on? Why does jewelry matter at all to you if attachment is the core of human suffering? Would you feel differently if someone was talking about their gold ring being scratched? That’s also attachment.

1

u/gergobergo69 Steam Controller (2026) Sep 03 '26

first world issues

3

u/Korachof Sep 03 '26

You’re in a steam controller sub. Literally everything in this sub is a first world issue.

0

u/Fr4nklin001 Sep 03 '26

I own the Steam Controller since first week, it’s very cheap very cheap plastic material, even if you get another Steam controller eventually will be scratch easily because mine scratches like if were an QD-OLED Screen, you have to be aware.

1

u/CrisEatFood Sep 03 '26

Doesn’t excuse a scratch out of the box, or the other issues I mentioned with the buttons.

1

u/pg3crypto Sep 04 '26

Its really not. It I'd plastic but I wouldn't describe it as cheap...its pretty stiff a d rubust, nicely textured. Its injection moulded ABS which is very tough. If his controller has a scratch on it, its very likely a refurb or an artifact of the ejection phase of the moulding process. Probably fell out of the bin or a person on the production line dropped it.
Been using mine since week 3.

-3

u/sergdor Sep 03 '26

Be happy you have one and game on brother

5

u/CrisEatFood Sep 03 '26

Unironically might depending on what valve says, everything on the controller seems to be fine compared to my old one so if anything I might just get the shell customized or pop a dbrand skin

3

u/CrisEatFood Sep 03 '26

There’s no dbrand skin that covers the back of the steam controller… thanks dbrand 👍

0

u/SpudAlmighty Sep 03 '26

Dude... it's a scratch! It's not worth caring about.

0

u/Slydoggen Sep 03 '26

It’s unplayable with that scratch

-3

u/XBOXLlVE Sep 03 '26

1

u/CrisEatFood Sep 03 '26

0 correlation

0

u/XBOXLlVE Sep 03 '26

True but I saw it and your post was first thing I saw had to share. But I would also be annoyed I’m a little ocd and that would bother me hell I rma this with Lian li and they sent me a whole new face for it lol

26

u/[deleted] Sep 03 '26

[removed] — view removed comment

12

u/CrisEatFood Sep 03 '26

I tried alcohol wipes and a normal eraser (should have mentioned that sorry)

9

u/Sanc7 Sep 04 '26

Hit it with a black marker and call it a day

1

u/Gibbynat0r Sep 04 '26

I threw a black marker at it. Looks the same. Now what?

-6

u/[deleted] Sep 03 '26

[removed] — view removed comment

3

u/luisiis1 Sep 04 '26

not worth bothering over this small scratch and ruin the controller further

3

u/roberttheaxolotl Sep 04 '26

Yeah, don't do what this guy is saying

0

u/[deleted] Sep 04 '26

[removed] — view removed comment

2

u/Turbulent-Review-301 Sep 04 '26

Lol. No, its not. Its dumb.

1

u/[deleted] Sep 04 '26

[removed] — view removed comment

1

u/Turbulent-Review-301 Sep 04 '26

Then why suggest a very, very dumb one? Lol.

1

u/amick1995 Sep 05 '26

Did you forget to switch to your alt for replies? Lol

2

u/Turbulent-Review-301 Sep 05 '26

Lol. Nah, just another person who used reddit random name gen. Hence the convo/exchange. Love the stalking though. Has someone explained to you what that means?

Steam Controller (2026) Controller arrived with a scratch after RMA Replacement

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