Stolen high-priced Steam Machine replaced by Valve, but lax shipping policy blamed

A UK buyer panicked once learning that Valve’s new mini PC had vanished after delivery. Considering the lofty Steam Machine price, the reaction was understandable. Fortunately, the manufacturer agreed to send another system, but it may needlessly be risking porch piracy.

The case of the missing Steam Machine

Redditor mdumtshali explained how, while at work, his doorbell sent a notification. A camera captured a Royal Mail employee placing the box worth £1000 near the building. Sadly, it then disappeared without a recording of a suspect committing a crime.

Given that crime is an issue in the area, the buyer assumed it was theft and contacted Valve. The company asked the customer to question the neighbors about the incident, but it proved fruitless. Despite the low stock levels, Valve agreed to ship a new unit rather than refund the Steam Machine price.

The fact that Steam accepted responsibility is not surprising. Stipulated by the UK’s Consumer Rights Act 2015, sellers must ensure that items reach buyers. Unless individuals designate a safe place for couriers, they are generally protected from theft.

What’s more troubling is the decision not to add signature confirmation or even to mark packages as high-value. With these options, shippers must hand boxes to recipients in person and obtain signatures. If no one is there, the delivery is either rescheduled or reserved for pickup. This reduces the chances of criminals preying on unattended parcels.

A global issue

At least one poster confirmed that Valve did use the preventive measure on their purchase. Still, a UPS driver in the U.S. revealed that he delivered multiple Steam Machines without requiring signatures. Based on other responses on Reddit, it’s wise to ensure someone is home when the console alternative arrives.

When it comes to hardware, Valve has earned a strong reputation for customer service. It’s quick to address defective Steam Deck handhelds and offers a painless RMA process. Yet, often relying on third parties for order fulfillment, it’s not always the most proficient at logistics.

Culpability for stolen packages also isn’t as clear-cut in some countries. The elevated cost of the Steam Machine warrants taking precautions like signature confirmation.