If you’re lucky enough to own a Steam Frame but unlucky enough that your headset requires repairs, don’t make the mistake of sending your wireless dongle to Valve alongside your system. While the firm had previously briefed users to include the accessory as part of their RMA, the returns process has recently changed and some users have unfortunately been caught in the crossfire.
Reddit user HexDanTheWhale shared their frustration regarding the changes on the SteamFrame subreddit. Beginning their RMA on October 10, they sent their system and dongle in for repairs, as per customer support instructions. However, the package they received from Valve a few weeks later only contained their headset.
!PSA! DO NOT SEND IN YOUR WIRELESS DONGLE FOR AN RMA!
by
u/HexDanTHEWHALE in
SteamFrame
Turns out that Valve changed their RMA guidance on October 11/12, a day or so after HexDanTheWhale began their Steam Frame RMA. The company is now explicitly briefing customers not to include their dongle, as replacement units will not contain one. Failure to heed these new instructions could incur processing delays, as well as potential additional shipping charges, as per the new warning.
Valve is, of course, perfectly entitled to change its RMA terms and conditions as it sees fit, but HexDanTheWhale and other users in the comments section of his post have unfortunately fallen foul of this change despite sending their Steam Frame in prior to the new terms. Thankfully, it seems the company is sending replacement dongles out to affected users without charge, albeit taking around a week or longer.
While the Steam Frame is usable via your home network Wi-Fi sans any dongle, the USB accessory massively helps improve the stability of the wireless signal. There’s always standalone mode to fall back on, but both performance battery life will typically take a tumble relative to streaming from a gaming PC.
This problem shouldn’t affect future RMAs, providing users follow Valve’s new instructions to the letter, but such teething issues are entirely within the expected realms of early adopters. At least the headset’s seeing welcome improvements to battery life and more in the meantime.
If you’re still waiting for your turn in the reservation queue, give our Steam Frame review another read.
