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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 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 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.
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
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 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 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.
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
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 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 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.
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
I purchased brand new $360 headphones on March 22nd from the Steelseries website and my ticket number is 731475. Within 10 days the microphone stops working. I reach out to them and the representative (RON P. CHULA) gets back to me the next day with troubleshooting tips. I follow the recommendations and they still are not working. The rep then reverts 3 days later with more troubleshooting tips and I follow them and still the headphones are not working. He responds 3 days later saying I need to show proof of purchase because he couldn't verify purchase on his end, which is so weird because I bought them within two weeks from their website. Then he responds 11 days later saying I need to ship my headphones back to their headquarters. Whenever the rep (RON) would respond I would respond within 20 minutes or less, he would take days and sometimes weeks as you can see, I also have proof (pictures) of this dialogue with time and dates. Mind you, the headphones are still within 30 days of purchase. He sent the message about me needing to ship the headphones back to him on 04/07/20 at 16:00 and I shipped them through USPS on 04/07/20 by 16:37. I was very prompt throughout this ordeal. I then confirm that the headphones were delivered and confirmed on 04/10/20 through the USPS website by 12:00 to their headquarters. I had to speak to a customer service rep through their website that no one has gotten back to me and she puts in an emergent request for RON to get back to me. The rep (RON) gets back to me on 04/23/20 (13 days later) saying the headphones were never received. Thats two weeks later. No one confirms or sends me any notice that the headphones were never received or that they were received. I provide tracking information to the rep (RON) through my ticket number. Then I move on to dispute the charge with my credit card company because im getting no response. My credit card company refunds my account for the charge of the headphones. I disputed the charge with my credit card company on 04/29/20. The rep gets back to me on 05/12/20 stating that a charge back was filed with Steelseries and the rep had the audacity to ask me to close that charge with my bank?? Why would I do that? the super delayed service I got from this rep and his unprofessionalism throughout my ordeal and dialogue I would never rescind that charge from my bank and I hope NO ONE purchases anything from SteelSeries, or goes through what I went through with this company. Any normal human being who buys brand new $360 headphones from the actual company and within 10 days it stops working and to top it off gets this type of service would be very upset or angry in my case. I hope potential buyers see my comment and proceed with caution with Steelseries.
I purchased brand new $360 headphones on March 22nd from the Steelseries website and my ticket number is 731475. Within 10 days the microphone stops working. I reach out to them and the representative (RON P. CHULA) gets back to me the next day with troubleshooting tips. I follow the recommendations and they still are not working. The rep then reverts 3 days later with more troubleshooting tips and I follow them and still the headphones are not working. He responds 3 days later saying I need to show proof of purchase because he couldn't verify purchase on his end, which is so weird because I bought them within two weeks from their website. Then he responds 11 days later saying I need to ship my headphones back to their headquarters. Whenever the rep (RON) would respond I would respond within 20 minutes or less, he would take days and sometimes weeks as you can see, I also have proof (pictures) of this dialogue with time and dates. Mind you, the headphones are still within 30 days of purchase. He sent the message about me needing to ship the headphones back to him on 04/07/20 at 16:00 and I shipped them through USPS on 04/07/20 by 16:37. I was very prompt throughout this ordeal. I then confirm that the headphones were delivered and confirmed on 04/10/20 through the USPS website by 12:00 to their headquarters. I had to speak to a customer service rep through their website that no one has gotten back to me and she puts in an emergent request for RON to get back to me. The rep (RON) gets back to me on 04/23/20 (13 days later) saying the headphones were never received. Thats two weeks later. No one confirms or sends me any notice that the headphones were never received or that they were received. I provide tracking information to the rep (RON) through my ticket number. Then I move on to dispute the charge with my credit card company because im getting no response. My credit card company refunds my account for the charge of the headphones. I disputed the charge with my credit card company on 04/29/20. The rep gets back to me on 05/12/20 stating that a charge back was filed with Steelseries and the rep had the audacity to ask me to close that charge with my bank?? Why would I do that? the super delayed service I got from this rep and his unprofessionalism throughout my ordeal and dialogue I would never rescind that charge from my bank and I hope NO ONE purchases anything from SteelSeries, or goes through what I went through with this company. Any normal human being who buys brand new $360 headphones from the actual company and within 10 days it stops working and to top it off gets this type of service would be very upset or angry in my case. I hope potential buyers see my comment and proceed with caution with Steelseries.
I purchased brand new $360 headphones on March 22nd from the Steelseries website and my ticket number is 731475. Within 10 days the microphone stops working. I reach out to them and the representative (RON P. CHULA) gets back to me the next day with troubleshooting tips. I follow the recommendations and they still are not working. The rep then reverts 3 days later with more troubleshooting tips and I follow them and still the headphones are not working. He responds 3 days later saying I need to show proof of purchase because he couldn't verify purchase on his end, which is so weird because I bought them within two weeks from their website. Then he responds 11 days later saying I need to ship my headphones back to their headquarters. Whenever the rep (RON) would respond I would respond within 20 minutes or less, he would take days and sometimes weeks as you can see, I also have proof (pictures) of this dialogue with time and dates. Mind you, the headphones are still within 30 days of purchase. He sent the message about me needing to ship the headphones back to him on 04/07/20 at 16:00 and I shipped them through USPS on 04/07/20 by 16:37. I was very prompt throughout this ordeal. I then confirm that the headphones were delivered and confirmed on 04/10/20 through the USPS website by 12:00 to their headquarters. I had to speak to a customer service rep through their website that no one has gotten back to me and she puts in an emergent request for RON to get back to me. The rep (RON) gets back to me on 04/23/20 (13 days later) saying the headphones were never received. Thats two weeks later. No one confirms or sends me any notice that the headphones were never received or that they were received. I provide tracking information to the rep (RON) through my ticket number. Then I move on to dispute the charge with my credit card company because im getting no response. My credit card company refunds my account for the charge of the headphones. I disputed the charge with my credit card company on 04/29/20. The rep gets back to me on 05/12/20 stating that a charge back was filed with Steelseries and the rep had the audacity to ask me to close that charge with my bank?? Why would I do that? the super delayed service I got from this rep and his unprofessionalism throughout my ordeal and dialogue I would never rescind that charge from my bank and I hope NO ONE purchases anything from SteelSeries, or goes through what I went through with this company. Any normal human being who buys brand new $360 headphones from the actual company and within 10 days it stops working and to top it off gets this type of service would be very upset or angry in my case. I hope potential buyers see my comment and proceed with caution with Steelseries.
I purchased brand new $360 headphones on March 22nd from the Steelseries website and my ticket number is 731475. Within 10 days the microphone stops working. I reach out to them and the representative (RON P. CHULA) gets back to me the next day with troubleshooting tips. I follow the recommendations and they still are not working. The rep then reverts 3 days later with more troubleshooting tips and I follow them and still the headphones are not working. He responds 3 days later saying I need to show proof of purchase because he couldn't verify purchase on his end, which is so weird because I bought them within two weeks from their website. Then he responds 11 days later saying I need to ship my headphones back to their headquarters. Whenever the rep (RON) would respond I would respond within 20 minutes or less, he would take days and sometimes weeks as you can see, I also have proof (pictures) of this dialogue with time and dates. Mind you, the headphones are still within 30 days of purchase. He sent the message about me needing to ship the headphones back to him on 04/07/20 at 16:00 and I shipped them through USPS on 04/07/20 by 16:37. I was very prompt throughout this ordeal. I then confirm that the headphones were delivered and confirmed on 04/10/20 through the USPS website by 12:00 to their headquarters. I had to speak to a customer service rep through their website that no one has gotten back to me and she puts in an emergent request for RON to get back to me. The rep (RON) gets back to me on 04/23/20 (13 days later) saying the headphones were never received. Thats two weeks later. No one confirms or sends me any notice that the headphones were never received or that they were received. I provide tracking information to the rep (RON) through my ticket number. Then I move on to dispute the charge with my credit card company because im getting no response. My credit card company refunds my account for the charge of the headphones. I disputed the charge with my credit card company on 04/29/20. The rep gets back to me on 05/12/20 stating that a charge back was filed with Steelseries and the rep had the audacity to ask me to close that charge with my bank?? Why would I do that? the super delayed service I got from this rep and his unprofessionalism throughout my ordeal and dialogue I would never rescind that charge from my bank and I hope NO ONE purchases anything from SteelSeries, or goes through what I went through with this company. Any normal human being who buys brand new $360 headphones from the actual company and within 10 days it stops working and to top it off gets this type of service would be very upset or angry in my case. I hope potential buyers see my comment and proceed with caution with Steelseries.
The shipping label was created four days ago it wasn't shipped. They estimated it should take 5 days to get here but all they did was make the label and send me a tracking number. This is super annoying considering I need a new keyboard to do my job and so I'm stuck not being able to do my job because they decided to just never ship my product.
y
I've bought a Steelseries keyboard and mouse around 2-3 years ago. The mouse is still doing well and my old keyboard died because of I split a drink on it. Sucks to see that this once reputable company is now so s
The shipping label was created four days ago it wasn't shipped. They estimated it should take 5 days to get here but all they did was make the label and send me a tracking number. This is super annoying considering I need a new keyboard to do my job and so I'm stuck not being able to do my job because they decided to just never ship my product.
y
I've bought a Steelseries keyboard and mouse around 2-3 years ago. The mouse is still doing well and my old keyboard died because of I split a drink on it. Sucks to see that this once reputable company is now so s
The shipping label was created four days ago it wasn't shipped. They estimated it should take 5 days to get here but all they did was make the label and send me a tracking number. This is super annoying considering I need a new keyboard to do my job and so I'm stuck not being able to do my job because they decided to just never ship my product.
y
I've bought a Steelseries keyboard and mouse around 2-3 years ago. The mouse is still doing well and my old keyboard died because of I split a drink on it. Sucks to see that this once reputable company is now so s
The shipping label was created four days ago it wasn't shipped. They estimated it should take 5 days to get here but all they did was make the label and send me a tracking number. This is super annoying considering I need a new keyboard to do my job and so I'm stuck not being able to do my job because they decided to just never ship my product.
y
I've bought a Steelseries keyboard and mouse around 2-3 years ago. The mouse is still doing well and my old keyboard died because of I split a drink on it. Sucks to see that this once reputable company is now so s
I have purchased several steel series gaming headsets for my children! My most recent issue involves the headset *** I created at ticket on April 6 2020 *** Then on April 23, 2020 *** Then April 23 2020 ticket ***, Then there was a ticket created that I didnt create ***, and then there was another one on May 4 2020 *** I didnt create that either!!!! I want the money back for this headset and to sever all ties with this company
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.
The customer originally contacted us via ticket# *** on August 9, 2019, regarding an issue with her *** 7 headset malfunctioning. After reviewing the issue, it was determined that the headset required to be replaced under our warranty replacement program. The customer was asked to ship in the product to be repaired or replaced. On August 19, 2019, the product arrived at our location and the customer was provided with a coupon to be used on a new replacement from SteelSeries.com webstore. On April 5, 2020, the customer contacted us via ticket# *** stating that her replacement unit was experiencing issues regarding mic quality and the charging port. As part of standard procedures, the customer was asked to take a picture of the charging port on April 6, 2020. Mrs. V-W*** refused to take the picture and insisted to be transferred to someone else. She was once again instructed to take the picture as originally requested and that a transfer was not possible at the time. Mrs. V-W*** once again refused to take a picture of the requested port and asked that someone else assist her. She was once again informed that a transfer is not possible at the time and to provide the requested picture. On April 10, 2020, Mrs. V-W*** provided us with the requested picture and subsequently, as part of the standard warranty replacement program, was asked to provide the serial number and receipt of the headset. The customer provided the serial number but stated she was not unable to produce a receipt.A full verification process was initiated to determine the eligibility of the warranty claim. While the results of the verification process are not disclosed in order to maintain the integrity of the process, Mrs. V-W***’s warranty claim produced various discrepancies invalidating the claim. She was provided with a notice on April 22, 2020, that we would not be able to process her warranty claim due to the discrepancies produced. On April 22, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries*** ) to use if she wanted to connect with an agent. On April 22, 2020, the customer created ticket# *** indicating she had an issue with her headset as described in her ticket# *** She was then informed that we would not be able to proceed with her warranty exchange as explained in ticket# *** After Mrs. V-W*** made several updates to her ticket# ***, she was informed on April 30, 2020, that we are unable to proceed with a warranty claim. On April 30, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries.com/dashboard/support/select ) to use if she wanted to connect with an agent. On May 4, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries.com/dashboard/support/select ) to use if she wanted to connect with an agent. Due to the information Mrs. V-W*** provided throughout the various communications she made with us; we are unable to process a warranty exchange for her as the verification process had produced various discrepancies. As such, her warranty claim was determined to be invalid. In order to protect itself against fraud, SteelSeries reserves the right to take any action required to verify the validity of the warranty claim including, but not limited to, verifying the identity and details of the claimant and/or the qualifying purchase, as well as debarment of claim.SteelSeries believes this response addresses the complaint adequately and considers this matter closed.
As stated previously, the customer did not provide a receipt. On April 28, 2020, Mrs. Terri V-W*** attached a *** document indicating the price of the headset. As part of the standard warranty process, a valid receipt was necessary to continue with the claim. The customer is advised to follow this link to determine what is a valid proof of purchase:
https://support.steelseries.com/hc/en-us/articles/***-What-is-a-valid-proof-of-purchase-
During the course of the customers initial warranty claim pertaining to this complaint, there were a number of discrepancies produced that invalidated her warranty claim. No further action will be taken and SteelSeries considers this matter closed.
Complaint: ***
I am rejecting this response because: You are once again lying!!! In your previous email you said it was because it was a third party issue. You said that I didn't provide the proper information. Which as you just stated was a lie! I provided you with all the proper information. YOU are a shady business! Any business that you can NOT actually speak to a person, that proves that you aren't a reputable business!! You lied about the communication, I sent prove that in the same day I got three different emails that all said something completely different!!! You need to refund my money for this cheap *** headset!!! My previous claim in August of 2019 was for the same reason, but that was a completely different headset! You make faulty products!!! I will be reaching out further to the *** about your shoddy business practices
Sincerely,
Terri V-w
I have purchased several steel series gaming headsets for my children! My most recent issue involves the headset *** I created at ticket on April 6 2020 *** Then on April 23, 2020 *** Then April 23 2020 ticket ***, Then there was a ticket created that I didnt create ***, and then there was another one on May 4 2020 *** I didnt create that either!!!! I want the money back for this headset and to sever all ties with this company
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.
The customer originally contacted us via ticket# *** on August 9, 2019, regarding an issue with her *** 7 headset malfunctioning. After reviewing the issue, it was determined that the headset required to be replaced under our warranty replacement program. The customer was asked to ship in the product to be repaired or replaced. On August 19, 2019, the product arrived at our location and the customer was provided with a coupon to be used on a new replacement from SteelSeries.com webstore. On April 5, 2020, the customer contacted us via ticket# *** stating that her replacement unit was experiencing issues regarding mic quality and the charging port. As part of standard procedures, the customer was asked to take a picture of the charging port on April 6, 2020. Mrs. V-W*** refused to take the picture and insisted to be transferred to someone else. She was once again instructed to take the picture as originally requested and that a transfer was not possible at the time. Mrs. V-W*** once again refused to take a picture of the requested port and asked that someone else assist her. She was once again informed that a transfer is not possible at the time and to provide the requested picture. On April 10, 2020, Mrs. V-W*** provided us with the requested picture and subsequently, as part of the standard warranty replacement program, was asked to provide the serial number and receipt of the headset. The customer provided the serial number but stated she was not unable to produce a receipt.A full verification process was initiated to determine the eligibility of the warranty claim. While the results of the verification process are not disclosed in order to maintain the integrity of the process, Mrs. V-W***’s warranty claim produced various discrepancies invalidating the claim. She was provided with a notice on April 22, 2020, that we would not be able to process her warranty claim due to the discrepancies produced. On April 22, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries*** ) to use if she wanted to connect with an agent. On April 22, 2020, the customer created ticket# *** indicating she had an issue with her headset as described in her ticket# *** She was then informed that we would not be able to proceed with her warranty exchange as explained in ticket# *** After Mrs. V-W*** made several updates to her ticket# ***, she was informed on April 30, 2020, that we are unable to proceed with a warranty claim. On April 30, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries.com/dashboard/support/select ) to use if she wanted to connect with an agent. On May 4, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries.com/dashboard/support/select ) to use if she wanted to connect with an agent. Due to the information Mrs. V-W*** provided throughout the various communications she made with us; we are unable to process a warranty exchange for her as the verification process had produced various discrepancies. As such, her warranty claim was determined to be invalid. In order to protect itself against fraud, SteelSeries reserves the right to take any action required to verify the validity of the warranty claim including, but not limited to, verifying the identity and details of the claimant and/or the qualifying purchase, as well as debarment of claim.SteelSeries believes this response addresses the complaint adequately and considers this matter closed.
As stated previously, the customer did not provide a receipt. On April 28, 2020, Mrs. Terri V-W*** attached a *** document indicating the price of the headset. As part of the standard warranty process, a valid receipt was necessary to continue with the claim. The customer is advised to follow this link to determine what is a valid proof of purchase:
https://support.steelseries.com/hc/en-us/articles/***-What-is-a-valid-proof-of-purchase-
During the course of the customers initial warranty claim pertaining to this complaint, there were a number of discrepancies produced that invalidated her warranty claim. No further action will be taken and SteelSeries considers this matter closed.
Complaint: ***
I am rejecting this response because: You are once again lying!!! In your previous email you said it was because it was a third party issue. You said that I didn't provide the proper information. Which as you just stated was a lie! I provided you with all the proper information. YOU are a shady business! Any business that you can NOT actually speak to a person, that proves that you aren't a reputable business!! You lied about the communication, I sent prove that in the same day I got three different emails that all said something completely different!!! You need to refund my money for this cheap *** headset!!! My previous claim in August of 2019 was for the same reason, but that was a completely different headset! You make faulty products!!! I will be reaching out further to the *** about your shoddy business practices
Sincerely,
Terri V-w
I have purchased several steel series gaming headsets for my children! My most recent issue involves the headset *** I created at ticket on April 6 2020 *** Then on April 23, 2020 *** Then April 23 2020 ticket ***, Then there was a ticket created that I didnt create ***, and then there was another one on May 4 2020 *** I didnt create that either!!!! I want the money back for this headset and to sever all ties with this company
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.
The customer originally contacted us via ticket# *** on August 9, 2019, regarding an issue with her *** 7 headset malfunctioning. After reviewing the issue, it was determined that the headset required to be replaced under our warranty replacement program. The customer was asked to ship in the product to be repaired or replaced. On August 19, 2019, the product arrived at our location and the customer was provided with a coupon to be used on a new replacement from SteelSeries.com webstore. On April 5, 2020, the customer contacted us via ticket# *** stating that her replacement unit was experiencing issues regarding mic quality and the charging port. As part of standard procedures, the customer was asked to take a picture of the charging port on April 6, 2020. Mrs. V-W*** refused to take the picture and insisted to be transferred to someone else. She was once again instructed to take the picture as originally requested and that a transfer was not possible at the time. Mrs. V-W*** once again refused to take a picture of the requested port and asked that someone else assist her. She was once again informed that a transfer is not possible at the time and to provide the requested picture. On April 10, 2020, Mrs. V-W*** provided us with the requested picture and subsequently, as part of the standard warranty replacement program, was asked to provide the serial number and receipt of the headset. The customer provided the serial number but stated she was not unable to produce a receipt.A full verification process was initiated to determine the eligibility of the warranty claim. While the results of the verification process are not disclosed in order to maintain the integrity of the process, Mrs. V-W***’s warranty claim produced various discrepancies invalidating the claim. She was provided with a notice on April 22, 2020, that we would not be able to process her warranty claim due to the discrepancies produced. On April 22, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries*** ) to use if she wanted to connect with an agent. On April 22, 2020, the customer created ticket# *** indicating she had an issue with her headset as described in her ticket# *** She was then informed that we would not be able to proceed with her warranty exchange as explained in ticket# *** After Mrs. V-W*** made several updates to her ticket# ***, she was informed on April 30, 2020, that we are unable to proceed with a warranty claim. On April 30, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries.com/dashboard/support/select ) to use if she wanted to connect with an agent. On May 4, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries.com/dashboard/support/select ) to use if she wanted to connect with an agent. Due to the information Mrs. V-W*** provided throughout the various communications she made with us; we are unable to process a warranty exchange for her as the verification process had produced various discrepancies. As such, her warranty claim was determined to be invalid. In order to protect itself against fraud, SteelSeries reserves the right to take any action required to verify the validity of the warranty claim including, but not limited to, verifying the identity and details of the claimant and/or the qualifying purchase, as well as debarment of claim.SteelSeries believes this response addresses the complaint adequately and considers this matter closed.
As stated previously, the customer did not provide a receipt. On April 28, 2020, Mrs. Terri V-W*** attached a *** document indicating the price of the headset. As part of the standard warranty process, a valid receipt was necessary to continue with the claim. The customer is advised to follow this link to determine what is a valid proof of purchase:
https://support.steelseries.com/hc/en-us/articles/***-What-is-a-valid-proof-of-purchase-
During the course of the customers initial warranty claim pertaining to this complaint, there were a number of discrepancies produced that invalidated her warranty claim. No further action will be taken and SteelSeries considers this matter closed.
Complaint: ***
I am rejecting this response because: You are once again lying!!! In your previous email you said it was because it was a third party issue. You said that I didn't provide the proper information. Which as you just stated was a lie! I provided you with all the proper information. YOU are a shady business! Any business that you can NOT actually speak to a person, that proves that you aren't a reputable business!! You lied about the communication, I sent prove that in the same day I got three different emails that all said something completely different!!! You need to refund my money for this cheap *** headset!!! My previous claim in August of 2019 was for the same reason, but that was a completely different headset! You make faulty products!!! I will be reaching out further to the *** about your shoddy business practices
Sincerely,
Terri V-w
I have purchased several steel series gaming headsets for my children! My most recent issue involves the headset *** I created at ticket on April 6 2020 *** Then on April 23, 2020 *** Then April 23 2020 ticket ***, Then there was a ticket created that I didnt create ***, and then there was another one on May 4 2020 *** I didnt create that either!!!! I want the money back for this headset and to sever all ties with this company
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.
The customer originally contacted us via ticket# *** on August 9, 2019, regarding an issue with her *** 7 headset malfunctioning. After reviewing the issue, it was determined that the headset required to be replaced under our warranty replacement program. The customer was asked to ship in the product to be repaired or replaced. On August 19, 2019, the product arrived at our location and the customer was provided with a coupon to be used on a new replacement from SteelSeries.com webstore. On April 5, 2020, the customer contacted us via ticket# *** stating that her replacement unit was experiencing issues regarding mic quality and the charging port. As part of standard procedures, the customer was asked to take a picture of the charging port on April 6, 2020. Mrs. V-W*** refused to take the picture and insisted to be transferred to someone else. She was once again instructed to take the picture as originally requested and that a transfer was not possible at the time. Mrs. V-W*** once again refused to take a picture of the requested port and asked that someone else assist her. She was once again informed that a transfer is not possible at the time and to provide the requested picture. On April 10, 2020, Mrs. V-W*** provided us with the requested picture and subsequently, as part of the standard warranty replacement program, was asked to provide the serial number and receipt of the headset. The customer provided the serial number but stated she was not unable to produce a receipt.A full verification process was initiated to determine the eligibility of the warranty claim. While the results of the verification process are not disclosed in order to maintain the integrity of the process, Mrs. V-W***’s warranty claim produced various discrepancies invalidating the claim. She was provided with a notice on April 22, 2020, that we would not be able to process her warranty claim due to the discrepancies produced. On April 22, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries*** ) to use if she wanted to connect with an agent. On April 22, 2020, the customer created ticket# *** indicating she had an issue with her headset as described in her ticket# *** She was then informed that we would not be able to proceed with her warranty exchange as explained in ticket# *** After Mrs. V-W*** made several updates to her ticket# ***, she was informed on April 30, 2020, that we are unable to proceed with a warranty claim. On April 30, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries.com/dashboard/support/select ) to use if she wanted to connect with an agent. On May 4, 2020, the customer created a “follow-up” ticket# *** and received an automatic notification letting her know we are not able to receive her message and provided with a link ( https://steelseries.com/dashboard/support/select ) to use if she wanted to connect with an agent. Due to the information Mrs. V-W*** provided throughout the various communications she made with us; we are unable to process a warranty exchange for her as the verification process had produced various discrepancies. As such, her warranty claim was determined to be invalid. In order to protect itself against fraud, SteelSeries reserves the right to take any action required to verify the validity of the warranty claim including, but not limited to, verifying the identity and details of the claimant and/or the qualifying purchase, as well as debarment of claim.SteelSeries believes this response addresses the complaint adequately and considers this matter closed.
As stated previously, the customer did not provide a receipt. On April 28, 2020, Mrs. Terri V-W*** attached a *** document indicating the price of the headset. As part of the standard warranty process, a valid receipt was necessary to continue with the claim. The customer is advised to follow this link to determine what is a valid proof of purchase:
https://support.steelseries.com/hc/en-us/articles/***-What-is-a-valid-proof-of-purchase-
During the course of the customers initial warranty claim pertaining to this complaint, there were a number of discrepancies produced that invalidated her warranty claim. No further action will be taken and SteelSeries considers this matter closed.
Complaint: ***
I am rejecting this response because: You are once again lying!!! In your previous email you said it was because it was a third party issue. You said that I didn't provide the proper information. Which as you just stated was a lie! I provided you with all the proper information. YOU are a shady business! Any business that you can NOT actually speak to a person, that proves that you aren't a reputable business!! You lied about the communication, I sent prove that in the same day I got three different emails that all said something completely different!!! You need to refund my money for this cheap *** headset!!! My previous claim in August of 2019 was for the same reason, but that was a completely different headset! You make faulty products!!! I will be reaching out further to the *** about your shoddy business practices
Sincerely,
Terri V-w
They are refusing to warranty a product that has a warranty. I bought a headset about 5 months ago. They no longer turn on. I have had over 15 contacts with the company and they will not move forward with my ticket to replace the headsets. Has been over a month of this and they wont even respond anymore.
SteelSeries is aware of the complaint filed by the customer and would like to thank the Revdex.com for allowing us to respond.
The customers ticket is currently being handled in the order it comes in. While we are receiving an unprecedented amount of tickets, SteelSeries is committed to working as fast as possible to get the customer processed.
A warranty claim was initiated on March 16th, 2020. After numerous attempts to obtain the required documents from the customer, we were able to obtain the needed documents on 4/8/2020.
As of today, the customers warranty claim is ongoing and being processed in the order that it came in.
The customer is encouraged to refer to his ticket*** for further updates.
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because:they have had the needed information for weeks. They have ample time to respond and it takes over 8 days to get a respons . I feel they are prolonging this to hope that I give up.
Sincerely,
Bryce W
They are refusing to warranty a product that has a warranty. I bought a headset about 5 months ago. They no longer turn on. I have had over 15 contacts with the company and they will not move forward with my ticket to replace the headsets. Has been over a month of this and they wont even respond anymore.
SteelSeries is aware of the complaint filed by the customer and would like to thank the Revdex.com for allowing us to respond.
The customers ticket is currently being handled in the order it comes in. While we are receiving an unprecedented amount of tickets, SteelSeries is committed to working as fast as possible to get the customer processed.
A warranty claim was initiated on March 16th, 2020. After numerous attempts to obtain the required documents from the customer, we were able to obtain the needed documents on 4/8/2020.
As of today, the customers warranty claim is ongoing and being processed in the order that it came in.
The customer is encouraged to refer to his ticket*** for further updates.
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because:they have had the needed information for weeks. They have ample time to respond and it takes over 8 days to get a respons . I feel they are prolonging this to hope that I give up.
Sincerely,
Bryce W
They are refusing to warranty a product that has a warranty. I bought a headset about 5 months ago. They no longer turn on. I have had over 15 contacts with the company and they will not move forward with my ticket to replace the headsets. Has been over a month of this and they wont even respond anymore.
SteelSeries is aware of the complaint filed by the customer and would like to thank the Revdex.com for allowing us to respond.
The customers ticket is currently being handled in the order it comes in. While we are receiving an unprecedented amount of tickets, SteelSeries is committed to working as fast as possible to get the customer processed.
A warranty claim was initiated on March 16th, 2020. After numerous attempts to obtain the required documents from the customer, we were able to obtain the needed documents on 4/8/2020.
As of today, the customers warranty claim is ongoing and being processed in the order that it came in.
The customer is encouraged to refer to his ticket*** for further updates.
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because:they have had the needed information for weeks. They have ample time to respond and it takes over 8 days to get a respons . I feel they are prolonging this to hope that I give up.
Sincerely,
Bryce W
They are refusing to warranty a product that has a warranty. I bought a headset about 5 months ago. They no longer turn on. I have had over 15 contacts with the company and they will not move forward with my ticket to replace the headsets. Has been over a month of this and they wont even respond anymore.
SteelSeries is aware of the complaint filed by the customer and would like to thank the Revdex.com for allowing us to respond.
The customers ticket is currently being handled in the order it comes in. While we are receiving an unprecedented amount of tickets, SteelSeries is committed to working as fast as possible to get the customer processed.
A warranty claim was initiated on March 16th, 2020. After numerous attempts to obtain the required documents from the customer, we were able to obtain the needed documents on 4/8/2020.
As of today, the customers warranty claim is ongoing and being processed in the order that it came in.
The customer is encouraged to refer to his ticket*** for further updates.
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because:they have had the needed information for weeks. They have ample time to respond and it takes over 8 days to get a respons . I feel they are prolonging this to hope that I give up.
Sincerely,
Bryce W
I purchased an item
(1) *** pro wireless gaming headset ($219.99) with *** day shipping ($21.99) from SteelSeries.com for a total purchase transaction of $241.98 that was deducted from my personal *** account that was used to make this purchase...
Its estimated delivery date given by *** was March 19th, 2020 by 8pm, and the date in which *** marked the package as delivered was on March 20, 2020 & I was at my house all day waiting by my door with only me home, on the afternoon of Friday around 9pm I contacted both *** and the company I placed my order through and filed a claim through both of them, I also over the weekend went to all my neighbors to see if they have received my package or had seen anything but I have had no luck.... I have contacted both and haven't recieved any help or resolution for my issue and in all honesty am looking at taking this to *** if I can't get this settled due to the fact that as a customer I have been being run around by both the company I purchased from and the shipping company....
Its now March 24, 2020 and neither *** or steelseries is unable to help me and I'm about to dispute this issue with my bank if I can't get this resolved....
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.
The customer made us aware of a missing package on 3/20/2020 and the standard investigative procedure was initiated.
On 3/24/2020, we made contact with the customer notifying him that we are working with *** to investigate the matter, and the documents that we need from the customer.
The process is ongoing and all updates will be provided to the customers current open support ticket# ***
As such, all questions or inquiries that the customer has should be addressed in ticket# ***
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
As previously stated, we are working with the customer on resolve the missing/stolen package. All updates will be provided to the customers open support ticket***
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
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. Though if it is not resolved in a timely manner a new report to the Revdex.com will be issued by my behalf twords this issue.
Sincerely,
Aaron L