Steelseries, Steelseries APS

The worst customer service ever. We paid more for my son’s headset hoping for better quality. The charging port broke within the warranty period, but the company refused to replace it after several days of back and forth sending proof of purchase, videos of the charging issue with 2 separate charging cords/devices, along with the same chargers working on another item, etc. The company came up with several reasons not to replace the headset, and then stopped responding. The worst part is awaiting responses because they are fully China-based. Do yourself a favor, purchase a better brand.

Hello Tom, I sincerely apologize for the issue you experienced with your case being closed and for being repeatedly asked for a specific screenshot of your receiptWe have had a very high concentration of fraudulent requests and unfortunately these users have made it more difficult to properly identify valid warranty claims such as yoursWe are working on implementing systems that will help us resolve these issues more definitively in the future.That said, you went through a lot of extra trouble to fulfill your RMA so I have gone ahead and issued you a webstore credit of double your product value, a total of $USD.All communication was done via a follticket I created for you: #396364Please let me know if you didnt get the email with your coupon code with it by responding to the ticket if possible and I'll email it once againThanks again for being a true and loyal SteelSeries customer, and I apologize for this interactionWe made a big mistake on your case and hopefully we have compensated adequately for it! -Mike S @ SteelSeries Support

Complaint: [redacted] I am rejecting this response because:The issue has been warped and many details left out to make Steelseries seem to not be at faultI did become irate at the incompetence of [redacted] Sbecause the troubleshooting didn't workI also didn't recieve any warning about abusive or inappropriate language, nor can Steelseries provide proof of that because it frankly didn't happen, I was only being assertiveThe issue really comes down to Steelseries not accepting responsibility for releasing a unfinished/broken productIt doesn't work as advertised and you are unwilling to admit that your company has made an errorFurthermore, when I request to be handed off to another support agent, that should not be ignored and shouldn't be a problem Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

I have approved [redacted] for a warranty claim that will not require him to ship the product in due to his location and prohibitive cost to ship the product to our designated location.He will receive an RMA coupon code provided he can prove the destruction of the unit being claimed for warranty, as is required by manufacturer-supplier agreementsThanks!

[redacted] Very sorry about the issue that happened with your RMAWe have provided the coupon code for replacement yesterdayOur warehouse failed to notify us of your package being received and we have gone back with them to make sure they are tracking all inbound packages, and providing us information that they arrived.My sincere apologies that this delayed your RMA fulfillment but am glad that were able to finalize the process on Monday.Please reply to the open ticket if there is anything else we can do to assistThanks, [redacted] *

Complaint: I am rejecting this response because: I'm not Janet and I don't think this response was intended for me Sincerely, Gina [redacted]

Hello [redacted] Thanks for reaching out and I will do my best to make this right by youCan you please provide me with the case number through which you spoke with [redacted] and also your RMA ticket number so I can make sure we expedite your case?Appreciate your reply and for working with us to make this right!Regards, [redacted] *Head of Customer Care

Hello [redacted] There must have been something that was caught on screening your [redacted] receipt and I apologize if this is in error. Our warehouse never notified us of your product arriving and we didn't receive a tracking number from you as requested. I created a follow-up ticket for you so you may... provide tracking # [redacted] There was a message sent 15 days after approval with the following message:---We wanted to shoot you a friendly reminder that your RMA warranty request has been open 15 days and we have not yet received your product. If you have not sent the product in, now is the time to do it to ensure that we receive it within the RMA authorization period (30 days from date of authorization),This ticket will be marked as solved at the 30 days mark (15 more days from now) if we don't receive the defective unit at our warehouse.If your defective product is in the mail, then great! We should be notifying you shortly that it has arrived.Please note, if you do not hear back from us after shipping your product, please make sure to track to see whether or not it was received. If it was in fact received, please be proactive in notifying us so that we may confirm and ensure your RMA is processed in a timely manner!---Can you

Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ [redacted] Terribly sorry for all of the delaysI have refunded your order and it will take 3-business days to show up (depends on your credit card/bank) As for the shipping cost, I can just [redacted] you what you paidLet me know if you have a [redacted] account and I'll do that Regards, [redacted]

I have received and email stating that I will receive a coupon code for the value of the product within 1-business days Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Hello, Sorry for the confusionwill absolutely work via USB if enabled - we have plenty of USB headsets that allow emulation via USB.That said, all headphones are speaker devices so technically speaking - it is not a true 5.1/system (typically the first number refers to the number of physical speakers)This design is deliberate, and using one high quality speaker in each ear is far, far superior to using a multitude of smaller speakers.It does however support 'virtual audio' which is designed to emulate a surround sound 'feel' with just two speakersYou can set this up on the transmitter boxYou don't need to enable anything in windows and should make sure that your device is set to "speakers" NOT to or because those settings in Windows are for actual surround sound systems with speakers and a sub.Regards, [redacted] *

*** As mentioned in my previous reply, you do NOT need to send the headset inWe have approved you and provided a webstore coupon code.Please email me: [redacted] if you have any trouble checking out to get your new product and I'd be happy to help you get it resolved- [redacted] *

Hello Gina,I'm sorry for the issueThere were multiple emails sent both at the day mark and day mark that requested an update just in case we did not receive confirmation from our receiver that the package was receivedUnfortunately due to the volume of packages we receive daily and the size of the facility, it is possible for packages to go unreported."We wanted to shoot you a friendly reminder that your RMA warranty request has been open days and we have not yet received your productIf you have not sent the product in, now is the time to do it to ensure that we receive it within the RMA authorization period (days from date of authorization).This ticket will be marked as solved at the days mark (more days from now) if we don't receive the defective unit at our warehouse.If your defective product is in the mail, then great! We should be notifying you shortly that it has arrived.Please note, if you do not hear back from us after shipping your product, please make sure to track to see whether or not it was receivedIf it was in fact received, please be proactive in notifying us so that we may confirm and ensure your RMA is processed in a timely manner!"We also did not receive a followup ticket from youI am creating you a followup ticket now #394061Can you please provide the tracking number for the shipment in this ticket? We will then move the RMA forward with a coupon creditThanks!-Mike S @ SteelSeries Support

Reply issued to the ticket as well:I wanted to apologize for the issue with your case being closedWe identified an issue with our automations and triggers that would close cases after being pending for daysWe mark our cases and pending while waiting for your package and once we receive it, it
remains pending and triggers the 7-day closure automationI have fixed this issue and apologize that this delayed resolution to your caseWe will aan additional $to your coupon code due to this issue.Thanks for your patience and understandingIf you feel this is an adequate resolution, we'd really appreciate a good ratingIf not, please let me know what we can do to better serve youOnce more, I apologize for the case being closed - this was not intentional and was an error on our end.Regards,*** *Customer Service Mgr

We do not have this item in stock and it will not be restocked.Our warranty terms clearly state that you will be provided a coupon code for the value of the product on our webstore, but no items are guaranteed to be in stock at the timeEvery product has a lifecycle and we do not continue producing
or hold stock of product for warranty purposesOnce the stock of a particular product in the end of life cycle is depleted, it will not be restocked.Apologies for any frustration this may cause but the Siberia black will not be restocked

Complaint: ***
I am rejecting this response because: I have sent you a response to the RMA and my ticket was closed after hoursYou guys need to disable the Auto-Ticket Closure featureHere is My Response:I was curious as to whether I needed to send in the product first or Will you guys send me the replacement first, then I ship it back in the same packagingThe only reason I ask is because you guys accelerated the RMA and have provided me a Coupon good to replace the productHowever, if I need to send the product first in order for the RMA to process, in that case I will be bringing the product back to the vendor I purchased it from since I have paid for an insurance policy on the deviceMy main issue for send a report through the Revdex.com was due to the no response issue more than getting an RMA, which I do appreciate highly
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Tom ***

We had some issues transitioning couriers and are refunded the shipping costWe will also cover the COD fees as mentioned. There has been a delay due to the employee working on this case leaving the company and I apologize for the delay this causedWe will issue a refund within the
week. -Mike S * *** ***