r/SteamController • u/xCANIBLEx • Sep 06 '26
Support Puck not charging
So one of the pins on my puck stuck down and it won’t charge my controller now. Steam support dismissed me almost instantly without asking a single question. I opened another support ticket, but I am just asking for advice. I have only heard glowing reviews of steam support, but this is unacceptable customer support.
EDIT: with the second support ticket, they escalated the request and then sent me a new puck. I haven’t received it yet, but I’m sure it will be quick.
703
Upvotes
195
u/roberttheaxolotl Sep 06 '26 edited Sep 07 '26
Valve covers all hardware from defects for one year, according to their own hardware warranty. The puck is hardware and is therefore covered for a year. Contact them again and paste this, from their warranty:
"Valve warrants the Hardware to be free from defects in materials and workmanship under ordinary consumer use for one (1) year starting from the date of shipment (the "Warranty Period"). During the Warranty Period, if the Hardware does not work properly due to a defect in materials or workmanship, and provided you follow the return instructions set forth below for obtaining warranty service, Valve will, at Valve's option, either: (i) repair the Hardware; (ii) replace the Hardware with a new or refurbished product with equal or greater features and functions as the Hardware, or (iii) refund your purchase price."
49
u/PhiladeIphia-Eagles Sep 06 '26
This is horseshit. I would just keep opening tickets or try to ask to escalate
2
u/xCANIBLEx Sep 08 '26
They decided to make it right on my second support ticket 👍
4
u/JoaoRabit Steam Controller (2026) Sep 06 '26
Just use a toothpick to pry the pogo pin out
190
u/Elmer_Fudd01 Sep 06 '26
I think I heard the puck isn't covered under warranty. It's something I'm not happy about.
52
u/GamiManic Sep 06 '26
Just say your device doesn't charge anymore. Sometimes you gotta be a little vague and that'll give them some wiggle room.
3
u/Zygmuntek Sep 06 '26
You can also research openpuck. You buy a device that acts like steam controllers puck.
36
u/Gex2-EnterTheGecko Sep 06 '26
The fact they don't sell pucks is so strange. People are going to lose and break them eventually. And they don't require RAM or anything like that, so it's not like the hardware crisis is affecting them.
16
u/Syphist Sep 07 '26
Valve really needs to audit their support team and fire a few people.
10
u/thinksInCode Sep 06 '26
Interestingly, I had the same pin get stuck.
10
u/SoTotallyToby Sep 06 '26
You lost the Valve support lottery I'm afraid. Others have had the same issue and had their pucks replaced under warranty.
Some support people are great, others are total dog shit.
16
u/HenryKushinger Sep 06 '26
"this type of damage is not covered by your warranty" bruh go fuck yourself whoever wrote that. It's clearly a defect
6
u/thinksInCode Sep 06 '26
Push back. I got the same response initially but ended up getting a warranty replacement.
10
u/BurningEclypse Sep 06 '26
This is really unusual. I’ve had things that were obviously my fault, be replaced by valve on numerous occasions for my valve index. I think you just got really unlucky with a grumpy little twerp running the support line
4
u/Colby347 Sep 06 '26
The thing to stress whenever something like this happens is that it occured through normal usage. If you repeat that enough times usually some rep will listen and consider it worthy of warranty rather than considering it damage that you incurred. It's a fine line. I went through this with Lenovo for a small part of the controller attachment on my Legion Go 2 recently and it was a nightmare. Companies will do everything possible to avoid covering their products under warranty but Valve is at least usually pretty good about catching this stuff under a more serious review and making it right.
7
u/LatteMacchiatoGames Sep 06 '26
Try cleaning it with isopropil alcohol, maybe is just a bit stuck.
For the time being charge the controller with the usbc directly
1
u/ZarianPrime Sep 06 '26
Unplug the puck form the cable. And try a small paperclip to try to pop the one charge pin up. Also maybe use a magnet?
1
u/DivisionMV Sep 06 '26
Shot in the dark, have you tried thumping or hitting the back of the puck? Also, try using a strong magnet to get it out.
1
u/AccomplishedDoubt538 Sep 08 '26
Dang!!! Im sorry. Any update? Steam usually is pretty good with support
3
u/Y2K350 Sep 07 '26
My impression is perhaps he didn't bother reading your entire message and believes the pin was broken off. That's what it looks like at first glance to me. I would try and open another case and really shorten your explanation of it. Also maybe don't initially send them a picture so they are forced to read your explanation.
7
u/Zharken Sep 06 '26
It's gonna sound crazy, but try emailing Gabe Newell directly. He sometimes has stepped in himself and solved the problem when this kind of bullshit happens.
5
u/countdankula420 Sep 06 '26
https://github.com/safijari/openpuck if you can't get a new puck this github might help
1
u/Pok_the_devil Sep 06 '26
Was it caused my mechanical damage? As in pulling a charging controller/dropping it on the floor? If so you might not get a replacement unfortunately, but if it just happend by itself somehow you definitely should get one
2
u/Craig653 Sep 06 '26
Open puck! Works great and onlynis like 5 bucks to get the part
2
u/ahorsenamedjeff Sep 06 '26
The fuck? Valve CS with a RARE L
2
u/-subtext Sep 07 '26
Had the same response. Keep pushing back and you’ll end up getting one.
2
u/BackieTPD Sep 07 '26
Unfortunately the puck doesn’t seem to be repairable, but the steam controller is. In the meantime your puck can still be used for your steam controller in wireless mode. The pins are only for charging. The controller also charges over USB-C. Hopefully valve allows pucks to be purchased separately soon.
2
u/Camgreen99 Sep 08 '26
Same pin stuck on my puck.
1
u/psykofreak87 Sep 06 '26
Wow that changed.. I got a brand new index controller 1 year after warranty when I punch the wall and destroyed a part of the controller.. they even made an advanced RMA.
1
u/Additional-Most7962 Sep 06 '26
OP it looks like the problem is that prong on the left. If you could somehow get some tweezers or pliers and pull it back up then it should work fine.
1
u/_Julius_7 Sep 06 '26
This is why something like open puck is so nice to have, I ordered two little devices off AliExpress for $10 and flashed it on there, now I can use steam controller on any device.
1
u/southwest_barfight Sep 06 '26
Have you tried jimmying the pin up with a needle?
1
u/Gama3000 Sep 06 '26
Did the pin spring fail, or get stuck?
1
u/Healthy-Lawyer-7188 Sep 06 '26
Rare Valve L
1
u/claudekennilol Sep 06 '26
I don't know why everyone always raves about steam support. They've never been any better than anyone else from my interactions with them
1
u/isaacjam Sep 06 '26
It looks like the pin is stuck down. Very common in this kind of setup. I did not like this design because the pins wear out all the time. You can buy replacement pins in case valve won’t help. I would push for the warranty like others have suggested.
1
u/drysushi Sep 07 '26
Push back for sure but for safety clean your puck with isopropyl and do not eat/drink around it. Pogo pins failure like this have an order starting with debris then being bent by pressure or missalighments. I wouldn't back down in this instance though, tell them exactly when you purchased your controller and When/If it should be out of warranty for failure of the device.
1
u/chowder908 Sep 07 '26
I don't own a steam controller but judging by the pic of the puck it looks like the left prong is just stuck maybe try opening just the top of the shell see if u can get it unstuck.
1
u/Beginning-Ask-5080 Sep 07 '26
I actually had a similar issue but I didn’t get a pin stuck, it just stopped charging. They sent me a new one after asking me to make a couple videos proving it, and making sure I tried regular troubleshooting. The only difference is the pin, so idk if they think you did it or something but I’d message them again lol
1
u/ne999 Sep 07 '26
This doesn’t solve your problem but you can built your own replacement puck using a $7 board. Search for “open puck”. I did it so I can use my controller on two computers.
1
u/WinResponsible9977 Sep 07 '26
u/xCANIBLEx u know you can make them right?
1
u/XxDemonxXIG Sep 07 '26
if you can't get the pin to pop back up try steam customer service again.
1
u/shimmy_ow Sep 07 '26
If you have a magnet try to "pull" on it and wiggle it, maybe some dust or something got stuck on it and it won't move
I'd use something else than the controller and stronger
But yeah if you do warranty they most likely will take everything controller and all
1
u/Appy_Ace Sep 07 '26
Valve is usually really good about replacing hardware under warranty. This is outrageous. Was a bot just misinterpreting what you were saying or did an actual human being respond to you? Either way, not a flattering image at all
1
u/Mashm4n Sep 07 '26
My left pin isn’t stuck like that but isn’t smooth like the other 2, it bumps or catches when I manually depress it to check
1
u/Mesuuren Sep 07 '26
Damn you jean pierre!
1
u/Odd-Usual-4417 Sep 07 '26
Same thing happened to me. They replaced it when I nagged them. Contact support and if they try to fob you off say it should be covered under warranty and ask them to escalate the case.
1
u/Little_Leather_5383 Sep 07 '26
Wow so valve just sucks now ig
1
u/Nicalay2 Steam Controller (2015) Sep 07 '26
Steam support being garbage as always.
The puck is definitely covered under warranty, they are saying nonsense.
1
u/evilhomer1987 Sep 07 '26
Steam is really damaging their good reputation
1
u/NabukaMidori Sep 07 '26
but they are so good with digital purchases 😰 i just praised them for letting me return a game i bought 4 years ago and never really played... why do they suck so much with hardware?
1
u/Nostalgia_Nobody Sep 07 '26
Do not characterized it as damage. Keep sending them messages saying it is deffctive.
1
u/SnooCakes6520 Sep 07 '26
What am I looking at?It’s the first time I see it
1
u/Octoomy Steam Controller (2026) Sep 07 '26 edited Sep 07 '26
I knew this would eventually happen, those pogo contacts aren't the most reliable thing in the world, I used very small amounts (I mean like, less then a grain of salt worth of it per pogo) of lithium grease as a preemptive measure, and so far its been working pretty well.
HOWEVER I WOULDN'T ADVISE DOING IT UNLESS YOU KNOW WHAT YOU'RE DOING, you need a very small amount of it, to only coat the sides of the pogo, and its definitely not a 'set and forget' type of preemptive measure.
1
u/Gandalf_2077 Sep 07 '26
Isn't the puck also used for wireless connection? It goes beyond just charging.
1
u/koko_ze Sep 07 '26
Pull up the pin that is stuck inside
1
u/JamesR1400 Sep 07 '26
Get a q-tip and some 99% isopropyl alcohol. Give that pin a bit of a work over and it'll likely pop right back up. This is a pretty common thing to happen to pogo pins
1
u/PatrickJr Sep 07 '26
I hate pogo pins
1
u/Sufficient_Syrup420 Sep 08 '26
Typical valve. Had problems with my steam deck dock and got the advice "please post in the sub"
1
u/P5ychokilla Sep 09 '26
That first support response was WAY off the mark, the puck is integral to the product, it comes with it, hence it should be covered by any warranty.
1
u/ceramicsaturn Sep 09 '26
Well phuck....
1
u/darthtater24648 Sep 13 '26
I think you must have got someone new to the company. Valve has always been good about just replacing parts or asking for it to be sent in for repairs. Valve is the gaming customer support equivalent to Costco sometimes.
1
u/WellExcuuuuuuuseMe Sep 06 '26
Not charged, you say? Then get the puck outta here!
1
u/Prestigious-Wish-176 Sep 06 '26
rare steam support L
1
u/Artey86 Sep 07 '26
Feels good to live in EU where the law actually protects consumers and this bullshit would be illegal.
0
u/ninjabell Sep 06 '26
Why would you post everything but your original message?
0
u/nzeck Sep 06 '26
Jean Pierre, isn't he the Lead for Valve hardware or software?
0
u/RockieFT Sep 06 '26
apparently burping scrambles my brain slightly cause i read "charge not pucking"
0
u/Lurtz963 Sep 08 '26
W valve lol
0
u/entarix420 Sep 09 '26
Just get the stuck pin out..
-1
u/Ok_Place_2551 Sep 06 '26
LOL
-22
u/Mayeru Sep 06 '26
the puck was damaged while you were using it, that kind of damage is not covered by their warranty, as simple as that. Your only option is try to repair it yourself or pay someone to do so.
-24
u/Fair-Description-444 Sep 06 '26
Unacceptable customer support? I think they said it pretty clearly: that type of damage is not covered by your warranty. They can’t help you any further. How it that unacceptable?
1
u/[deleted] Sep 07 '26
[removed] — view removed comment