Steelseries, Steelseries APS

This has been resolved via case #[redacted] where the RMA coupon credit was issued. Unfortunately our live chat agents are not connected to the RMA/warranty claims service and we send a multitude of email updates asking for an update to the RMA case if the product is received. All it takes to get your...

case moved forward is to contact us back at your original contact method. The live chat is primarily for pre-sale and website navigation support.-Mike S @ SteelSeries Support

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.
Please understand that it took an unreasonable amount of time due to their backend, but ultimately the situation has been deemed resolved.
Sincerely,
Cameron [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]

The customer went through the RMA/warranty process for a return which caused us to run them through the workflow to receive a coupon for their return. We have remedied the situation since and provided a refund on July 9 for the purchase amount. Here is our last reply from July 9:Hello [redacted]We have...

confirmed that your product has arrived at our warehouse and we have issued your refund to the original payment method. This is pending approval from your bank or financier.The refund will be generally be applied within 3-5 business days, but it may not appear on your statement as a line-item credit depending on your bank/financier's practice. In some cases, it may be applied as a credit or bonus rewards depending on their policy, so if you do not see a credit, please do reach out to your bank/financier with which you made the purchase.Note: Sometimes we may receive a follow-up from our warehouse if there are missing parts or packaging and this may delay your refund. If this is the case, we will follow-up and explain the situation. This is not very common, but we appreciate your patience if this does occur.Regards,[redacted]SteelSeries Support Jul 09 04:46 am(assign)Hello Joseph,We have confirmed that your product has arrived at our warehouse and we have issued your refund to the original payment method. This is pending approval from your bank or financier.The refund will be generally be applied within 3-5 business days, but it may not appear on your statement as a line-item credit depending on your bank/financier's practice. In some cases, it may be applied as a credit or bonus rewards depending on their policy, so if you do not see a credit, please do reach out to your bank/financier with which you made the purchase.Note: Sometimes we may receive a follow-up from our warehouse if there are missing parts or packaging and this may delay your refund. If this is the case, we will follow-up and explain the situation. This is not very common, but we appreciate your patience if this does occur.Regards,AndreasSteelSeries SupportJul 09 04:46 am(assign)Hello Joseph,We have confirmed that your product has arrived at our warehouse and we have issued your refund to the original payment method. This is pending approval from your bank or financier.The refund will be generally be applied within 3-5 business days, but it may not appear on your statement as a line-item credit depending on your bank/financier's practice. In some cases, it may be applied as a credit or bonus rewards depending on their policy, so if you do not see a credit, please do reach out to your bank/financier with which you made the purchase.Note: Sometimes we may receive a follow-up from our warehouse if there are missing parts or packaging and this may delay your refund. If this is the case, we will follow-up and explain the situation. This is not very common, but we appreciate your patience if this does occur.Regards,AndreasSteelSeries Support

Apologies for the delay. We've been unable to reconcile the information in the customer's account. There is a section of the site where the customer can change the address but their address was incorrect on both orders that ended up being cancelled after RMA fulfillment (due to an unshippable...

address). I have offered a full refund for the purchase price since we are unable to manually change the customer's account to rectify this situation.

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 fault. I did become irate at the incompetence of [redacted] S. because the troubleshooting didn't work. I 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 assertive. The issue really comes down to Steelseries not accepting responsibility for releasing a unfinished/broken product. It doesn't work as advertised and you are unwilling to admit that your company has made an error. Furthermore, when I request to be handed off to another support agent, that should not be ignored and shouldn't be a problem. 
Sincerely,
[redacted]

Hello [redacted] I'm very sorry about the delay you experienced in this case. I created you a followup ticket [redacted] and pushed it all the way through to get you an RMA coupon code. Normally you have to ship the product in and the process can take 10-14 days but due to the delay you experienced...

with your previous cases, we omitted that entire process to help come to a resolution.[redacted]Here is the webstore promo code to fulfill your RMA: Code: (deleted for saftey purposes)Value: 99.99 $/€This RMA coupon code will expire within 60 calendar days and is a one time use code. Once it is used, the remaining value expires and is void.Once again, please be advised that this coupon can be applied to the purchase of any product(s) that are in stock. This means that you can choose to upgrade to a newer model or use this as an opportunity to order additional products with free shipping!Promotional items and sale items are not eligible for use when using a coupon code. The promo items will be removed from your cart automatically upon application of the coupon code.We now consider your RMA case resolved. If you have any further questions or concerns, please respond within the next 2 days and we'll do our best to assist further!

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]

[redacted] As mentioned in my previous reply, you do NOT need to send the headset in. We 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 [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

Complaint: 11627956
I am rejecting this response because:  I'm not Janet and I don't think this response was intended for me.  
Sincerely,
Gina [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12055592, and since I still could not get the headset I wanted...Siberia 650 in the color black...the only other alternative to get a headset in the color black was to order a much lesser value headset...Arctis 5 in the color black...wherein we both loose money.  If I was allowed to get the Siberia 650 in black that I wanted, I would have had to pay approximately $ 60.00 over and above the warranty replacement 'promotional code' of $ 139.99 and that is their loss.  My loss, above and beyond not getting the headset that I really wanted, was to order the Arctis 5 headset in the color black at around the price of around $ 115.00, and that trade down would be my loss.  Therefore; I find that I have no other choice but to accept this resolution as beubg satisfactory to me.
Sincerely,
Michael [redacted]

I have received and email stating that I will receive a coupon code for the value of the product within 1-2 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]

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 agreements. Thanks!

[redacted] Very sorry about the issue that happened with your RMA. We have provided the coupon code for replacement yesterday. Our 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 assist. Thanks,[redacted]

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 receipt. We 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 yours. We 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 $300 USD.All communication was done via a follow-up ticket 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 again. Thanks again for being a true and loyal SteelSeries customer, and I apologize for this interaction. We made a big mistake on your case and hopefully we have compensated adequately for it! -Mike S @ SteelSeries Support

Initial Business Response /* (1000, 5, 2015/04/21) */
[redacted]
Terribly sorry for all of the delays. I have refunded your order and it will take 3-7 business days to show up (depends on your credit card/bank).
As for the shipping cost, I can just [redacted] you what you paid. Let me know if you...

have a [redacted] account and I'll do that.
Regards,
[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]
They sent me the partial refund as requested via Paypal. The response wasn't accurate, but that's just how their business works. Virtual surround sound is suppose to take a 3D sound and make it sound 3D on a non 3D product. It is not suppose to take a 2D sound, then make it 3D on a non 3D speaker system. The should know this and so should their customers, but I got what I wanted in this case so it should be closed.

Hello [redacted]Thanks for reaching out and I will do my best to make this right by you. Can 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