This may sound controversial, but actually it’s just the logic conclusion to my experience. Also, if you’ve recently read something similar, it’s likely I’ve written it: I’m just trying to spread this as much as possible, because I don’t think it receives the proper attention (from potential customers, but especially from Valve).
Two days ago they delivered my 512 GB refurbished Steam Deck. According to Steam,
Each Certified Refurbished Steam Deck has been thoroughly tested to the same high standards as our retail units. Every device goes through a complete factory reset, software update, and an extensive examination involving over 100 tests at one of Valve’s facilities. Among the tests are all controller inputs, the audio system, the screen, and internals. Battery health is also assessed to ensure proper functionality and longevity.
All refurbished units meet or even exceed the performance standards of new retail units. Although they may have minor cosmetic blemishes, they provide a reliable, high-quality gaming experience at a lower cost.
First game I wanted to play was Skyrim. I’m still on the carriage on the way to Helgen, and the game freezes. Then the screen goes dark, and when it comes back on the game is still frozen and unresponsive: only the audio keeps playing.
Long story short, this issue is known as ring gfx_0.0.0 timeout because of the log message displayed by the system when you run a game through the terminal and this happens; it is a pretty widespread issue, which I don’t think Valve has officially acknowledged just yet.
Currently, I can reproduce this within 10 seconds of actual gaming. By “actual gaming” I basically refer to whatever you get after the graphic engine has been loaded: for instance, with Skyrim it is whatever you get after loading a save file, or starting a new game; with L4D2 it is whatever you get after choosing a map; and so on.
Personally, I think 10 seconds can be considered as “testing,” and maybe one minute could be considered as “thorough testing.” But if anyone knows about refurbishing, I’m happy to listen. So, how exactly could a problem like this, occurring consistently as soon as you run a game, bypass the oh-so-thorough testing refurbished units are supposed to go through? I think now you can see why I said “refurbished units are not thoroughly tested.” Honestly, I would be surprised it they’re tested at all.
Or maybe I just got unlucky, and they shipped the only unit they forgot to test.
Had that exact issue with my first SteamDeck, I was able to RMA immediately. This was near launch which makes it understandable. But it’s disappointing to hear they’re still sending units out like this.
I’ve already written to Steam Support a couple of times. This is what they’ve asked me to test so far:
- Steam Deck ratings
- SteamOS version
- Proton Experimental
- move games to the internal storage
- integrity verification
- other games
- play while plugged in
- different power outlets
- different chargers
- disable updated fan control
None of these made any difference.
This is all assumption from me, but I think a lot of testing would likely be diagnostic machines and specialized testing – not actually playing games. I would assume it’s something like plugging in, confirming the parts all meet spec after whatever the refurb is. That spec is probably more around frequencies, power use, temperatures.
Obviously that’s not good enough if they’re sending out these clearly broken refurbs.
The quote from Steam does say refurbished units provide a reliable gaming experience though…
Sure, they obviously are dropping the ball here, just trying to explain what they might mean by “thoroughly tested” and why it’s not succeeding
I bought my wife a refurbished 512GB unit as soon as I heard they were available. It was delivered about a week later on a Thursday and immediately, we noticed battery life was very poor compared to mine.
Desktop mode showed battery health at 17%, and so by that Saturday, it was packed up to be sent back. Ended up going with a new unit instead, so your story sounds a lot like ours, sadly.
So, you asked for a refund instead of a replacement? Then bought a new one?
I was hoping to be eligible for some compensation, given I wasted money to apply screen protector and touchpad stickers, and time with the countless tests they’ve asked me to run (and that they should’ve done in my place when refurbishing)Yes, that’s exactly what we did - I’ve been happy with my new unit since January, and when her refurbished one was a dud, she said, “Let’s just get a refund and buy me a new one.”
I, as well, had applied a screen protector right off the bat, but I’m glad I didn’t put the skin I’d bought her on it before we noticed it wasn’t in good health. Thankfully, it was painless and cost-free to return it, but I agree - if they wasted some of your time doing the testing they themselves should have done, it would have been nice to get some kind of compensation as a token of apology.
