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SteelSeries

656 W Randolph St Suite 2E and 3E, Chicago, Illinois, United States, 60661-2132

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SteelSeries Reviews (%countItem)

Worst experience of my life
If I could give negative stars I would. About a week ago I purchased a steelseries arctis 7p+ as a lot of people recommended it for use with ps5. Out of the box the headset worked fine, but I was excited to use the pc app to tweak the equalizer settings. The second I connected the headset to the app it informed me of a required firmware update for the headset and dongle. As soon as the update installed the headset would no longer pair to the dongle. I tried all of the steps I could think of before contacting customer support (holding the power button to pair, reinstalling drivers, ensuring gg/engine was up to date) none of it worked. I submitted a ticket to their customer support because of course they don't have a call line and waiting two days because they don't have techs available on the weekend. Because I'm in the military I didn't receive any updates on the ticket til I got home upon which I was disappointed to see the first recommendations from the tech were all the steps I've already done. After 5 days of going back and forth with customer support they recommended I go back to target and exchange for a new headset which I did, headset worked great out of the box, but again I would like to use the equalizer that is well known for having. Once again it required me to install a firmware update on the headset. Now for the second time an entirely new headset will not pair to the dongle and nothing will make it work, and because it is Friday evening there is no tech support available until Monday. So now I am about to go into two weeks after purchasing this $150 headset that may as well currently be a paperweight, and the only help from customer support of received is did you try turning it on and off again or other advice one might see on any web forum anywhere. I am severely disappointed with steelseries lack of effort in the customer service department, and the fact that they seem to know nothing about this issue from what I've seen online is a very common one as I've spoken to a few different people that are in the same situation as myself and are receiving little to no help from customer service. If you value your time, money, and mental health do not buy steelseries products
Worst experience of my life

Ticket # 1102960

This company is absolutely terrible. I’ve had to have multiple headsets replaced with them in my latest ticket has been a gigantic headache. They replace my old steel series arctis Pro headphones because my left your cup one out. They sent me another pair which was awesome but shortly after the base station started going out in this pair. I reached out to customer service and after three weeks was told that they couldn’t do anything and my requests were denied because my original purchase was out of their one-year warranty. They legitimately replace a broken headset with another broken headset. Please steer away from this company‘s customer service. They do not know how to handle customers who spend a lot of hard earned money. After arguing back-and-forth I finally got them to send me a new base station which was what I had originally requested. They told me they couldn’t do that. So not only do they have terrible customer service but they pretty much lie to you.
Ticket - 810526

I purchased a pair of headphones from this company about 1 year and 6 months ago. Meaning it is 6 months out of warranty. So recently the headphones have not been working with the software and the siding of the headphones is popping off. After a bit of research, this is very common to happen right after the warranty expires so they can try to make more money off of you. I would expect for $100 that they would last at least 4 years but apparently they would only be reached about 2 years. I have tried reaching out to their customer support to them to say "We are so sorry to inform you that your product is outside of the warranty period and that your RMA request has been declined. There is no remaining manufacturer warranty for this product." even though it is clearly their fault.

I purchased a headphone from steelseries on Mar 28th, which should arrive on Apr 6th. However, it did get delivered even FedEx status showed as delivered. I didn't get any notice from FedEx and didn't sign anything. I am living in an apartment with package concierge system, so I can proof that there was no package for me during the FedEX claimed delivering time.
Meanwhile, it is disappointing that I submitted the request to customer service on Apr 7 and followed up several times then get their response on July 9 which took 3 months. They asked me to call police but it certainly overtime now.

SteelSeries Response • Jul 20, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The customer informed us via his service ticket# 741271 on April 8, 2020, that his order was not delivered despite FedEx marking it as delivered.

As such, a standard investigation was launched with FedEx, on the same day, to determine if the package was delivered.

On July 9, 2020, the customer was updated that FedEx has concluded their investigation, including verifying GPS logs, and has concluded that the package was properly delivered to the address provided during the customers initial checkout. Therefore, the claim has been denied. The customer was then informed to obtain a police report from their local police department so we can work on getting them refunded as soon as possible.

The customer is advised to reference his service ticket# 741271 for any questions or updates regarding this situation.

SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

I purchased a headphone from steelseries on Mar 28th, which should arrive on Apr 6th. However, it did get delivered even FedEx status showed as delivered. I didn't get any notice from FedEx and didn't sign anything. I am living in an apartment with package concierge system, so I can proof that there was no package for me during the FedEX claimed delivering time.
Meanwhile, it is disappointing that I submitted the request to customer service on Apr 7 and followed up several times then get their response on July 9 which took 3 months. They asked me to call police but it certainly overtime now.

SteelSeries Response • Jul 20, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The customer informed us via his service ticket# 741271 on April 8, 2020, that his order was not delivered despite FedEx marking it as delivered.

As such, a standard investigation was launched with FedEx, on the same day, to determine if the package was delivered.

On July 9, 2020, the customer was updated that FedEx has concluded their investigation, including verifying GPS logs, and has concluded that the package was properly delivered to the address provided during the customers initial checkout. Therefore, the claim has been denied. The customer was then informed to obtain a police report from their local police department so we can work on getting them refunded as soon as possible.

The customer is advised to reference his service ticket# 741271 for any questions or updates regarding this situation.

SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

delivered my SteelSeries keyboard to the incorrect address, and I received a neighbor's package instead. It took SteelSeries 3 weeks to respond to my ticket and another 2 weeks to inform me *** denied my claim and that I'm out of luck. They failed to provide my security camera footage to *** indicating the package wasn't delivered, and I've had to file a police report per their request. I've also had to work with *** directly to appeal the claim and provide them with the security footage. The customer service effort is completely lacking and unacceptable.

SteelSeries Response • Jul 15, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The customer opened a support ticket *** on June 1, 2020, informing us that his order was marked as "delivered" by *** but it did not arrive to his address. As such, a full investigation was launched including filing a claim with ***. During the course of the investigation, *** concluded that they did in fact deliver a package and an appeal was launched on behalf of the customer.

According to our records, the customer was provided a full refund on July 8, 2020.

SteelSeries believes this responses adequately addresses the complaint and considers this matter closed.

Customer Response • Jul 15, 2020

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,

Kyle W

delivered my SteelSeries keyboard to the incorrect address, and I received a neighbor's package instead. It took SteelSeries 3 weeks to respond to my ticket and another 2 weeks to inform me *** denied my claim and that I'm out of luck. They failed to provide my security camera footage to *** indicating the package wasn't delivered, and I've had to file a police report per their request. I've also had to work with *** directly to appeal the claim and provide them with the security footage. The customer service effort is completely lacking and unacceptable.

SteelSeries Response • Jul 15, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The customer opened a support ticket *** on June 1, 2020, informing us that his order was marked as "delivered" by *** but it did not arrive to his address. As such, a full investigation was launched including filing a claim with ***. During the course of the investigation, *** concluded that they did in fact deliver a package and an appeal was launched on behalf of the customer.

According to our records, the customer was provided a full refund on July 8, 2020.

SteelSeries believes this responses adequately addresses the complaint and considers this matter closed.

Customer Response • Jul 15, 2020

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,

Kyle W

I bought a steelseries arctis 7, and have pnly used it for one month. The transmitter went out. I have sent them the requested receipt, and cannot get a response at all. This is covered under their 1yr warranty. The headset was originally purchased dec 2019, but has only been used for my work starting 5/15. I will begin going with a company that actually backs it's products. I need this for work, got sick of waiting for a response, and ordered one since they cannot and do not back their products.

SteelSeries Response • Jul 07, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The customer contacted our support team on Jun 17, 2020, via ticket# 788243 regarding an issue with his Arctis 7 transmitter.

As part of the standard procedure, the customer was asked to provide a receipt so the warranty can be verified. Originally, the customer was unable to produce a receipt. On June 22, 2020, the customer produced a receipt which resulted in producing various discrepancies in our verification processes.

However, to maintain a positive business relationship, the customer was provided with a coupon to place a free order for an Arctis 7 transmitter. The customer used this coupon to place order# 1621959 and received a free Arctis 7 transmitter.

The customer has an additional order# 1614863 that was placed on June 22, 2020. This order is still eligible for a refund until July 22, 2020.

Should the customer want to return order# 1614863 for a refund, he is advised to follow this link to get information on how to obtain the refund:

https://support.steelseries.com/hc/en-us/articles/221466947-I-d-like-to-get-a-refund-on-my-order

SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

I bought a steelseries arctis 7, and have pnly used it for one month. The transmitter went out. I have sent them the requested receipt, and cannot get a response at all. This is covered under their 1yr warranty. The headset was originally purchased dec 2019, but has only been used for my work starting 5/15. I will begin going with a company that actually backs it's products. I need this for work, got sick of waiting for a response, and ordered one since they cannot and do not back their products.

SteelSeries Response • Jul 07, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The customer contacted our support team on Jun 17, 2020, via ticket# 788243 regarding an issue with his Arctis 7 transmitter.

As part of the standard procedure, the customer was asked to provide a receipt so the warranty can be verified. Originally, the customer was unable to produce a receipt. On June 22, 2020, the customer produced a receipt which resulted in producing various discrepancies in our verification processes.

However, to maintain a positive business relationship, the customer was provided with a coupon to place a free order for an Arctis 7 transmitter. The customer used this coupon to place order# 1621959 and received a free Arctis 7 transmitter.

The customer has an additional order# 1614863 that was placed on June 22, 2020. This order is still eligible for a refund until July 22, 2020.

Should the customer want to return order# 1614863 for a refund, he is advised to follow this link to get information on how to obtain the refund:

https://support.steelseries.com/hc/en-us/articles/221466947-I-d-like-to-get-a-refund-on-my-order

SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

Ticket #: ***
Timeline:
Date - 3/31: I purchased the Arctis Pro Wireless to upgrade what I currently have right now.
Date - 4/3: I received my headphones and tried the product for a few hours but decided it was not suitable due to the sound quality output; therefore, I decided to return the product and created a ticket. Liam N. responded with information for what is needed for a successful returned.
Date - 4/13: I shipped the item off with all required information attached to the support ticket including the tracking number.
Date - 4/15: Item was signed and delivered, please see ticket: https://www.***action=track&tracknumbers=***language=en&opco***
Date - 4/22 - Liam N. replied with "
Thank you! I'll respond with your refund once our warehouse confirms the package has been received. "
Date - 4/29 - I requested a status update.
Date - 5/22 - I requested a status update.
Date - 5/28 - I requested a status update.
Date - 6/18 - Submitted a post multiple times on SteelSeries support thread on reddit and it was immediately removed from the thread.

No update for the past two months or acknowledgement they are currently work on it.

SteelSeries Response • Jul 07, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

We have confirmed on June 19, 2020 that the customers product has arrived at our warehouse and we have issued a refund to the original payment method. This is pending approval from the customers bank or financier.The refund will be generally be applied within 3-5 business days, but it may not appear on the statement as a line-item credit depending on the customers 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.SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

Customer Response • Jul 07, 2020

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. However, this issue took nearly two months of reaching out to SteelSeries via their support ticket system and my *** post being removed to get this issue resolved and the refund was issue. Please add my complaint to SteelSeries business profile for consumer awareness. Thank you for making this channel of communication available.

Sincerely,

Dan N

Ticket #: ***
Timeline:
Date - 3/31: I purchased the Arctis Pro Wireless to upgrade what I currently have right now.
Date - 4/3: I received my headphones and tried the product for a few hours but decided it was not suitable due to the sound quality output; therefore, I decided to return the product and created a ticket. Liam N. responded with information for what is needed for a successful returned.
Date - 4/13: I shipped the item off with all required information attached to the support ticket including the tracking number.
Date - 4/15: Item was signed and delivered, please see ticket: https://www.***action=track&tracknumbers=***language=en&opco***
Date - 4/22 - Liam N. replied with "
Thank you! I'll respond with your refund once our warehouse confirms the package has been received. "
Date - 4/29 - I requested a status update.
Date - 5/22 - I requested a status update.
Date - 5/28 - I requested a status update.
Date - 6/18 - Submitted a post multiple times on SteelSeries support thread on reddit and it was immediately removed from the thread.

No update for the past two months or acknowledgement they are currently work on it.

SteelSeries Response • Jul 07, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

We have confirmed on June 19, 2020 that the customers product has arrived at our warehouse and we have issued a refund to the original payment method. This is pending approval from the customers bank or financier.The refund will be generally be applied within 3-5 business days, but it may not appear on the statement as a line-item credit depending on the customers 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.SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

Customer Response • Jul 07, 2020

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. However, this issue took nearly two months of reaching out to SteelSeries via their support ticket system and my *** post being removed to get this issue resolved and the refund was issue. Please add my complaint to SteelSeries business profile for consumer awareness. Thank you for making this channel of communication available.

Sincerely,

Dan N

Worst customer support ever. My product, a steelseries headset Arctis Pro Wireless came out of the box with a manufacturers defect. It is supposed to have surround sound capabilities which have not worked under any circumstance. My headset also does not render audio completely and thus everything sounds like it is underwater. When I submitted my first claim to the organization on March 29th, to either recieve a replacement product or a refund the employee simple sent me installation instructions and a huge run around. Since that time I submitted three more tickets with one still “pending” the rest have been closed and marked as “solved” even though my product that was $300 was still broken and my issues unresolved. I have waited for 74 days now to get a new headset and they aren’t helping. Not only that, they told me that the reason it has taken so long to help me is because I sent too many messages and spammed their inbox. Over the course of 74 days I have sent exactly 11 messages. One employee confirmed in an email that the product I bought cannot operate Fully on the PS4 system and is contradictory to what the company advertises the product as on both the Box, in store, and online.

I detailed numerous times that I have checked ever cord connection and electrical component that are modifiable by the user and that everything except for the headset itself work.

SteelSeries Response • Jul 02, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The PlayStation 4 does not support 7.1 surround sound as that is a Windows function. The Arctis Pro Wireless uses DTS Headphone:X v2.0 and the wireless transmitter to generate surround sound and deliver incredibly accurate positional cues without sounding like you’re in a tunnel.

The customer is advised to reference to his current open ticket for any further questions.

SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.

SteelSeries Response • Jul 15, 2020

The customer has been receiving responses in his ticket# 775688 - as stated in his support ticket, we are unable to issue a refund as the purchase was not made through www.SteelSeries.com.

The customer is advised to contact the original place of purchase to process a return/refund.

SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.

Customer Response • Jul 16, 2020

Unfortunately due to the company failing to respond in a timely manner as indicated in the original complaint I am no longer eligible for a refund through the retailer. The consumer also stated in his many messages to the company that simply replacing the faulty equipment would have sufficed as the company only focused on certain claims the customer made rather than the multiple times the customer said that his equipment is broken and would like a replacement, which is 100% covered under the one year manufacturers warrenty. Furthermore, the company did NOT respond to his ticket number indicating that they could not issue a refund and in response to my last message to the company over Revdex.com, the company has prematurely closed the ticket on their website ensuring that I am unable to receive any support on the matter. Not only that, the company this ensures I am unable to receive a replacement headset which I believe I am entitled to based upon the consumer agreement and warrenty guidelines. This again is another example of Steelseries discrimination against myself as a consumer with a product malfunction.

Sincerely,

Sam

Worst customer support ever. My product, a steelseries headset Arctis Pro Wireless came out of the box with a manufacturers defect. It is supposed to have surround sound capabilities which have not worked under any circumstance. My headset also does not render audio completely and thus everything sounds like it is underwater. When I submitted my first claim to the organization on March 29th, to either recieve a replacement product or a refund the employee simple sent me installation instructions and a huge run around. Since that time I submitted three more tickets with one still “pending” the rest have been closed and marked as “solved” even though my product that was $300 was still broken and my issues unresolved. I have waited for 74 days now to get a new headset and they aren’t helping. Not only that, they told me that the reason it has taken so long to help me is because I sent too many messages and spammed their inbox. Over the course of 74 days I have sent exactly 11 messages. One employee confirmed in an email that the product I bought cannot operate Fully on the PS4 system and is contradictory to what the company advertises the product as on both the Box, in store, and online.

I detailed numerous times that I have checked ever cord connection and electrical component that are modifiable by the user and that everything except for the headset itself work.

SteelSeries Response • Jul 02, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The PlayStation 4 does not support 7.1 surround sound as that is a Windows function. The Arctis Pro Wireless uses DTS Headphone:X v2.0 and the wireless transmitter to generate surround sound and deliver incredibly accurate positional cues without sounding like you’re in a tunnel.

The customer is advised to reference to his current open ticket for any further questions.

SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.

SteelSeries Response • Jul 15, 2020

The customer has been receiving responses in his ticket# 775688 - as stated in his support ticket, we are unable to issue a refund as the purchase was not made through www.SteelSeries.com.

The customer is advised to contact the original place of purchase to process a return/refund.

SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.

Customer Response • Jul 16, 2020

Unfortunately due to the company failing to respond in a timely manner as indicated in the original complaint I am no longer eligible for a refund through the retailer. The consumer also stated in his many messages to the company that simply replacing the faulty equipment would have sufficed as the company only focused on certain claims the customer made rather than the multiple times the customer said that his equipment is broken and would like a replacement, which is 100% covered under the one year manufacturers warrenty. Furthermore, the company did NOT respond to his ticket number indicating that they could not issue a refund and in response to my last message to the company over Revdex.com, the company has prematurely closed the ticket on their website ensuring that I am unable to receive any support on the matter. Not only that, the company this ensures I am unable to receive a replacement headset which I believe I am entitled to based upon the consumer agreement and warrenty guidelines. This again is another example of Steelseries discrimination against myself as a consumer with a product malfunction.

Sincerely,

Sam

Order # 1581223. I order Arctis Pro headset and requested two day shipping for the extra cost of $21.99 this delivered one day later which that service was free from them. I email them on 6/2 for a refund for the shipping cost. I have not received a reply from them in return. Ticket number 775524

SteelSeries Response • Jul 02, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

According to our records, the customer was issued a full refund for the shipping costs. We apologize for any inconvenience this may have caused.

We believe this response adequately addresses the complaint and considers this matter closed.

Customer Response • Jul 06, 2020

Complaint: 14445160

I am rejecting this response because: They finally replied to my many email request and refunded the shipping cost. Thanks for your help stay safe.

Sincerely,

Donald

Order # 1581223. I order Arctis Pro headset and requested two day shipping for the extra cost of $21.99 this delivered one day later which that service was free from them. I email them on 6/2 for a refund for the shipping cost. I have not received a reply from them in return. Ticket number 775524

SteelSeries Response • Jul 02, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

According to our records, the customer was issued a full refund for the shipping costs. We apologize for any inconvenience this may have caused.

We believe this response adequately addresses the complaint and considers this matter closed.

Customer Response • Jul 06, 2020

Complaint: 14445160

I am rejecting this response because: They finally replied to my many email request and refunded the shipping cost. Thanks for your help stay safe.

Sincerely,

Donald

Purchased and payed for two items. Only one of them shipped. 3 weeks go by and not a peep from their support team. Had to open a paypal dispute to move the needle at all. They eventually told me a new version of the item was coming out next week and I could get that one if I want it to wait. ... but I have to order it myself? No way. How is this customer service? They gave me a discount code but why can’t they just ship my replacement item and I do t have to do any more work. They ended up refunding me a month after I opened the dispute. BONKERS.

Purchased and payed for two items. Only one of them shipped. 3 weeks go by and not a peep from their support team. Had to open a paypal dispute to move the needle at all. They eventually told me a new version of the item was coming out next week and I could get that one if I want it to wait. ... but I have to order it myself? No way. How is this customer service? They gave me a discount code but why can’t they just ship my replacement item and I do t have to do any more work. They ended up refunding me a month after I opened the dispute. BONKERS.

I had purchased a pair of artics pro wireless headphones from SteelSeries.com and my order was shipped out on the 19th of March, yet I haven't received my package nor have I yet to receive my package so I contacted the Revdex.com about this issue and with issued a response from the Revdex.com about steelseries awaiting reply from *** so I chose to wait and this was about March 27th 2020 I was told it would take two weeks from steelseries to get a reply because they were awaiting on *** to reply about my issue yet I have already contacted *** and they had already issued a response to steelseries at the beginning of April as well I had filed a claim with ***

I hadn't received another reply or response from steelseries until May 11th 2020 almost two months later in which they contacted me about if I wanted a replacement or refund I had responded about a replacement and still I have not received any reply or any Revolution to my issue when all I want is the product I purchased I can understand the delay in response from steelseries due to covid-19 but at the same time I've waited almost three months total for a resolution as a customer in which I still haven't

SteelSeries Response • May 21, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The customer placed an order# *** on March 17, 2020, and the order was shipped on March 18, 2020.

According to *** tracking, the delivery was made on March 20, 2020, at 11:am local time.

On March 20, 2020, the customer contacted us via ticket# *** that the package was missing. As such, an investigation was launched to get a replacement sent to the customer.

Shortly after, a chargeback was filed on order# *** by the customer and a refund was issued. The customer was provided with a courtesy 20% coupon should he decide to re-order the headset.

We sincerely apologize for any inconvenience this caused.

SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

I had purchased a pair of artics pro wireless headphones from SteelSeries.com and my order was shipped out on the 19th of March, yet I haven't received my package nor have I yet to receive my package so I contacted the Revdex.com about this issue and with issued a response from the Revdex.com about steelseries awaiting reply from *** so I chose to wait and this was about March 27th 2020 I was told it would take two weeks from steelseries to get a reply because they were awaiting on *** to reply about my issue yet I have already contacted *** and they had already issued a response to steelseries at the beginning of April as well I had filed a claim with ***

I hadn't received another reply or response from steelseries until May 11th 2020 almost two months later in which they contacted me about if I wanted a replacement or refund I had responded about a replacement and still I have not received any reply or any Revolution to my issue when all I want is the product I purchased I can understand the delay in response from steelseries due to covid-19 but at the same time I've waited almost three months total for a resolution as a customer in which I still haven't

SteelSeries Response • May 21, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The customer placed an order# *** on March 17, 2020, and the order was shipped on March 18, 2020.

According to *** tracking, the delivery was made on March 20, 2020, at 11:am local time.

On March 20, 2020, the customer contacted us via ticket# *** that the package was missing. As such, an investigation was launched to get a replacement sent to the customer.

Shortly after, a chargeback was filed on order# *** by the customer and a refund was issued. The customer was provided with a courtesy 20% coupon should he decide to re-order the headset.

We sincerely apologize for any inconvenience this caused.

SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

My *** 9x headset has had issues since day three of use. The headset constantly disconnects from my *** and phone, often during calls and gameplay, as well as making a weird horn noise every 10 minutes. This horn noise is very loud and painful to listen to, and has been the source of many headaches/migraines. I have created five or six support tickets concerning this headset, and support team has not offered any lasting solution, and the RMA process page has been down almost this entire time. I only have 4 days left on my 30 day money back guarantee, and I can never get the process started, or an adequate reply from the company. 3 of my support tickets were closed immediately after being submitted, and they were not closed by me. The reputation that this company has toward its products does not translate into a customer friendly support experience, nor does it provide any solutions for my problem.

SteelSeries Response • May 18, 2020

SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.

The customer filed a support ticket with us on April 25, 2020, stating that her headset was experiencing audio issues. She was provided with a resolution on April 27, 2020, and an automatic email was sent to her informing her of the updates done to her ticket. On April 30, 2020, our automated systems sent a reminder that her ticket was updated and if she did not respond to the ticket it will be assumed to be solved. On May 5, 2020, the system sent the customer an automated email that her ticket is now considered solved and closed as we did not receive a response in over 7 days. Once a ticket is closed, by system design, there is no more ability top make any edits or changes to the ticket.

On May 8th, 2020, the customer attempted to create a follow-up ticket using an invalid method and was automatically notified with the following message:

SteelSeries: We were unable to receive your message :(

Unfortunately, we were unable to receive your message. Please use the link below to contact us: https://steelseries***

On May 18, 2020, the customer created a new support ticket *** stating he was continuing to have issues with her headset. As part of our standard troubleshooting procedures, the customer was provided with the first step of troubleshooting on the same day. The customer then marked the ticket as solved and created a new support ticket *** which is being handled in the order that it came in.

The customer is advised to refer to her ticket *** for updates and questions.

SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

SteelSeries Response • May 18, 2020

SteelSeries understands the effect the situation in the world has had and under no circumstance would a refund be denied due to being over the 30 Days because of the delay of our teams.

Once again, the customer is advised to refer to ticket *** for a refund request. Creating a new ticket will delay a response as tickets are handled in the order they come in.

SteelSeries believes this response adequately addresses the complaint and considers this matter closed.

Customer Response • May 18, 2020

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 upon being informed that the delay would not void my 30 days, as all other information given said otherwise

Sincerely,

Cameron L

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Address: 656 W Randolph St Suite 2E and 3E, Chicago, Illinois, United States, 60661-2132

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