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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
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
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
I have ran into a issue with my SteelSeries artic pros which only one headphone works, not the other earpiece. They broke within a month of purchasing. I’ve been back and forth with the rude employee Rory, which I’ve been abiding with all of his instructions, and then he said ‘I did not pass validation’ which I am confused about. I sent him a plethora amounts of pictures of my headphones, and then he gave me a link to ‘destroy’ it, which led me up to creating a new ticket. I am still within the warranty limit and they refuse to continue with it, for reasons they cannot disclose.
SteelSeries (“company”) is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.
Mr. contacted us originally on 1/25/2020 and a warranty claim was subsequently started on 2/3/2020
The information pertaining to the process of the company’s warranty process can be located at https://support.steelseries.com/hc/en-us/articles/***-How-does-the-warranty-RMA-process-work- and states, in part:
Our customer service agent may opt to help you troubleshoot the issue. If we confirm the product has a hardware-based defect that cannot be resolved through remote troubleshooting, we will then check the validity of the warranty claim. If approved, you will receive instructions on how to fulfill the claim. This will be one of the following processes: Destroy on Site process: The agent will instruct you to destroy your product and provide "Proof of Destruction" according to the parameters we outline for each particular product. Return Process: We may, at times, require you to ship us the product to our office for further inspection
In addition to the information above, the customer was provided with the following information during the start of his warranty claim:
Approval can be receded at any stage of the warranty during a verification process, voiding any coupon that may have been issued. If you do not wish to destroy the product, please indicate so now for alternative options. Our agents may request additional proof of destruction photos from you at any point during the warranty process and/or it may be required to be shipped to our office. This includes after a warranty coupon code has been issued and an order has been placed on our webshop. Because of this, please DO NOT dispose of your destroyed product until the warranty process has been completed and you've received your replacement item in the mail.
On 2/16/2020, Mr. proceeded with his warranty claim and the company’s standard verification process was initiated to validate the legitimacy of the warranty claim. During the verification process, discrepancies were produced, and the claim was denied.
The Company does not disclose the results of the verification process.
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because: There was no disruption with the warranty that was my fault. On February 5th, I was told to click ‘here’ to begin the warranty process, after giving Rory the images she has requested. When I click the link, I get told this “Defective product warranty claimTo start a claim, please select your product.” When I do this, I get linked to start a whole new ticket. I responded back with:
“Why do I have to do the warranty process over again? I've already sent you pictures, my issue, my address. Am I going to have to do this all over again? “
Then he responded “You need to destroy the headset via the link above to complete the RMA process.” which I tried explaining to him it doesn’t allow me to do this.
The fact that you blocked my email/closed the ticket due to the warranty process being null, proves that customer satisfaction doesn’t mean anything when it comes to greed. Thank you.
Sincerely,
Shawn
As previously stated, the customer has failed the verification processes voiding the warranty claim. As also previously states, SteelSeries does not disclose the results of the verification process. SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
I have ran into a issue with my SteelSeries artic pros which only one headphone works, not the other earpiece. They broke within a month of purchasing. I’ve been back and forth with the rude employee Rory, which I’ve been abiding with all of his instructions, and then he said ‘I did not pass validation’ which I am confused about. I sent him a plethora amounts of pictures of my headphones, and then he gave me a link to ‘destroy’ it, which led me up to creating a new ticket. I am still within the warranty limit and they refuse to continue with it, for reasons they cannot disclose.
SteelSeries (“company”) is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.
Mr. contacted us originally on 1/25/2020 and a warranty claim was subsequently started on 2/3/2020
The information pertaining to the process of the company’s warranty process can be located at https://support.steelseries.com/hc/en-us/articles/***-How-does-the-warranty-RMA-process-work- and states, in part:
Our customer service agent may opt to help you troubleshoot the issue. If we confirm the product has a hardware-based defect that cannot be resolved through remote troubleshooting, we will then check the validity of the warranty claim. If approved, you will receive instructions on how to fulfill the claim. This will be one of the following processes: Destroy on Site process: The agent will instruct you to destroy your product and provide "Proof of Destruction" according to the parameters we outline for each particular product. Return Process: We may, at times, require you to ship us the product to our office for further inspection
In addition to the information above, the customer was provided with the following information during the start of his warranty claim:
Approval can be receded at any stage of the warranty during a verification process, voiding any coupon that may have been issued. If you do not wish to destroy the product, please indicate so now for alternative options. Our agents may request additional proof of destruction photos from you at any point during the warranty process and/or it may be required to be shipped to our office. This includes after a warranty coupon code has been issued and an order has been placed on our webshop. Because of this, please DO NOT dispose of your destroyed product until the warranty process has been completed and you've received your replacement item in the mail.
On 2/16/2020, Mr. proceeded with his warranty claim and the company’s standard verification process was initiated to validate the legitimacy of the warranty claim. During the verification process, discrepancies were produced, and the claim was denied.
The Company does not disclose the results of the verification process.
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because: There was no disruption with the warranty that was my fault. On February 5th, I was told to click ‘here’ to begin the warranty process, after giving Rory the images she has requested. When I click the link, I get told this “Defective product warranty claimTo start a claim, please select your product.” When I do this, I get linked to start a whole new ticket. I responded back with:
“Why do I have to do the warranty process over again? I've already sent you pictures, my issue, my address. Am I going to have to do this all over again? “
Then he responded “You need to destroy the headset via the link above to complete the RMA process.” which I tried explaining to him it doesn’t allow me to do this.
The fact that you blocked my email/closed the ticket due to the warranty process being null, proves that customer satisfaction doesn’t mean anything when it comes to greed. Thank you.
Sincerely,
Shawn
As previously stated, the customer has failed the verification processes voiding the warranty claim. As also previously states, SteelSeries does not disclose the results of the verification process. SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
I have ran into a issue with my SteelSeries artic pros which only one headphone works, not the other earpiece. They broke within a month of purchasing. I’ve been back and forth with the rude employee Rory, which I’ve been abiding with all of his instructions, and then he said ‘I did not pass validation’ which I am confused about. I sent him a plethora amounts of pictures of my headphones, and then he gave me a link to ‘destroy’ it, which led me up to creating a new ticket. I am still within the warranty limit and they refuse to continue with it, for reasons they cannot disclose.
SteelSeries (“company”) is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.
Mr. contacted us originally on 1/25/2020 and a warranty claim was subsequently started on 2/3/2020
The information pertaining to the process of the company’s warranty process can be located at https://support.steelseries.com/hc/en-us/articles/***-How-does-the-warranty-RMA-process-work- and states, in part:
Our customer service agent may opt to help you troubleshoot the issue. If we confirm the product has a hardware-based defect that cannot be resolved through remote troubleshooting, we will then check the validity of the warranty claim. If approved, you will receive instructions on how to fulfill the claim. This will be one of the following processes: Destroy on Site process: The agent will instruct you to destroy your product and provide "Proof of Destruction" according to the parameters we outline for each particular product. Return Process: We may, at times, require you to ship us the product to our office for further inspection
In addition to the information above, the customer was provided with the following information during the start of his warranty claim:
Approval can be receded at any stage of the warranty during a verification process, voiding any coupon that may have been issued. If you do not wish to destroy the product, please indicate so now for alternative options. Our agents may request additional proof of destruction photos from you at any point during the warranty process and/or it may be required to be shipped to our office. This includes after a warranty coupon code has been issued and an order has been placed on our webshop. Because of this, please DO NOT dispose of your destroyed product until the warranty process has been completed and you've received your replacement item in the mail.
On 2/16/2020, Mr. proceeded with his warranty claim and the company’s standard verification process was initiated to validate the legitimacy of the warranty claim. During the verification process, discrepancies were produced, and the claim was denied.
The Company does not disclose the results of the verification process.
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because: There was no disruption with the warranty that was my fault. On February 5th, I was told to click ‘here’ to begin the warranty process, after giving Rory the images she has requested. When I click the link, I get told this “Defective product warranty claimTo start a claim, please select your product.” When I do this, I get linked to start a whole new ticket. I responded back with:
“Why do I have to do the warranty process over again? I've already sent you pictures, my issue, my address. Am I going to have to do this all over again? “
Then he responded “You need to destroy the headset via the link above to complete the RMA process.” which I tried explaining to him it doesn’t allow me to do this.
The fact that you blocked my email/closed the ticket due to the warranty process being null, proves that customer satisfaction doesn’t mean anything when it comes to greed. Thank you.
Sincerely,
Shawn
As previously stated, the customer has failed the verification processes voiding the warranty claim. As also previously states, SteelSeries does not disclose the results of the verification process. SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
I have ran into a issue with my SteelSeries artic pros which only one headphone works, not the other earpiece. They broke within a month of purchasing. I’ve been back and forth with the rude employee Rory, which I’ve been abiding with all of his instructions, and then he said ‘I did not pass validation’ which I am confused about. I sent him a plethora amounts of pictures of my headphones, and then he gave me a link to ‘destroy’ it, which led me up to creating a new ticket. I am still within the warranty limit and they refuse to continue with it, for reasons they cannot disclose.
SteelSeries (“company”) is aware of the complaint filed and would like to thank the Revdex.com for allowing us to respond.
Mr. contacted us originally on 1/25/2020 and a warranty claim was subsequently started on 2/3/2020
The information pertaining to the process of the company’s warranty process can be located at https://support.steelseries.com/hc/en-us/articles/***-How-does-the-warranty-RMA-process-work- and states, in part:
Our customer service agent may opt to help you troubleshoot the issue. If we confirm the product has a hardware-based defect that cannot be resolved through remote troubleshooting, we will then check the validity of the warranty claim. If approved, you will receive instructions on how to fulfill the claim. This will be one of the following processes: Destroy on Site process: The agent will instruct you to destroy your product and provide "Proof of Destruction" according to the parameters we outline for each particular product. Return Process: We may, at times, require you to ship us the product to our office for further inspection
In addition to the information above, the customer was provided with the following information during the start of his warranty claim:
Approval can be receded at any stage of the warranty during a verification process, voiding any coupon that may have been issued. If you do not wish to destroy the product, please indicate so now for alternative options. Our agents may request additional proof of destruction photos from you at any point during the warranty process and/or it may be required to be shipped to our office. This includes after a warranty coupon code has been issued and an order has been placed on our webshop. Because of this, please DO NOT dispose of your destroyed product until the warranty process has been completed and you've received your replacement item in the mail.
On 2/16/2020, Mr. proceeded with his warranty claim and the company’s standard verification process was initiated to validate the legitimacy of the warranty claim. During the verification process, discrepancies were produced, and the claim was denied.
The Company does not disclose the results of the verification process.
SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because: There was no disruption with the warranty that was my fault. On February 5th, I was told to click ‘here’ to begin the warranty process, after giving Rory the images she has requested. When I click the link, I get told this “Defective product warranty claimTo start a claim, please select your product.” When I do this, I get linked to start a whole new ticket. I responded back with:
“Why do I have to do the warranty process over again? I've already sent you pictures, my issue, my address. Am I going to have to do this all over again? “
Then he responded “You need to destroy the headset via the link above to complete the RMA process.” which I tried explaining to him it doesn’t allow me to do this.
The fact that you blocked my email/closed the ticket due to the warranty process being null, proves that customer satisfaction doesn’t mean anything when it comes to greed. Thank you.
Sincerely,
Shawn
As previously stated, the customer has failed the verification processes voiding the warranty claim. As also previously states, SteelSeries does not disclose the results of the verification process. SteelSeries believes this response adequately addresses the complaint and considers this matter closed.
I followed their convoluted process to return an *** headset that failed to work as advertised and they are telling me the returned device is not at their warehouse when it shows in *** system as being delivered to their address on February 6th. They have gone dark on communications and won't answer or resolve this issue. I just want my refund as promised. This has been a terrible experience. Their return process seems to be designed to deter the average person from jumping through the 30 hoops they make one jump through just to return it, and then when you actually do, they claim they don't have your return even when it was delivered to them... It's insanity. I can't believe they are in business after this incompetence and all the other complaints I'm reading on this Revdex.com site.
I followed their convoluted process to return an *** headset that failed to work as advertised and they are telling me the returned device is not at their warehouse when it shows in *** system as being delivered to their address on February 6th. They have gone dark on communications and won't answer or resolve this issue. I just want my refund as promised. This has been a terrible experience. Their return process seems to be designed to deter the average person from jumping through the 30 hoops they make one jump through just to return it, and then when you actually do, they claim they don't have your return even when it was delivered to them... It's insanity. I can't believe they are in business after this incompetence and all the other complaints I'm reading on this Revdex.com site.
I followed their convoluted process to return an *** headset that failed to work as advertised and they are telling me the returned device is not at their warehouse when it shows in *** system as being delivered to their address on February 6th. They have gone dark on communications and won't answer or resolve this issue. I just want my refund as promised. This has been a terrible experience. Their return process seems to be designed to deter the average person from jumping through the 30 hoops they make one jump through just to return it, and then when you actually do, they claim they don't have your return even when it was delivered to them... It's insanity. I can't believe they are in business after this incompetence and all the other complaints I'm reading on this Revdex.com site.
I followed their convoluted process to return an *** headset that failed to work as advertised and they are telling me the returned device is not at their warehouse when it shows in *** system as being delivered to their address on February 6th. They have gone dark on communications and won't answer or resolve this issue. I just want my refund as promised. This has been a terrible experience. Their return process seems to be designed to deter the average person from jumping through the 30 hoops they make one jump through just to return it, and then when you actually do, they claim they don't have your return even when it was delivered to them... It's insanity. I can't believe they are in business after this incompetence and all the other complaints I'm reading on this Revdex.com site.
SteelSeries, has refused to validate my warranty claim despite the product still being well within the stated time period and adhering to the applicable terms. Firstly, it's nearly impossible to get a reply from the Customer Service dep't in a timely manner, which is either purposeful to discourage returns and/or indicative of how frequent their customers incur issue with due to faulty products. I subitted I followed every direction that the customer service rep had asked and it was determined the mouse was indeed faulty.
The RMA validation outlined that the following criteria needed to be met: the issue is a result of a manufacturing defect (confirmed by customer service on 1/16/2020), had to be within the warranty period 1 year (purchase date: 3/8/2019) , and had to provide a valid receipt showing it was purchased from an authorized re-seller (I submitted a receipt which showed it was purchased from *** an an authorized re-seller). Now despite meeting all of the above criteria they still refused to honor the warranty, claiming that because I purchased it through the ***tore on eBay then that somehow negates the status of them being an authorized re-seller and the product, which I purchased listed as New, was to be considered as secondhand or refurbished and therefore the warranty wouldn't be transferable transferable. Additionally, when the RMA couldn't be "validated" they made it out to be like I'd filled a false claim so my account was to be suspended, essentially silencing any objections or clarification I could follow-up with. Sure, if I purchased it from a random seller on eBay then that argument makes sense but to claim an authorized re-seller isn't one depending on where they sell the product and it's somehow considered as refurbished is not only isn't listed as a condition in their warranty policy but it's also demonstratively false.
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com to allowing us to respond.
The terms and conditions can be found on SteelSeries.com ( https://support.steelseries***us/articles***-What-does-my-warranty-cover-and-how-long-does-it-last- ) and state the following:
"Please note the above warranty terms apply to purchases made through Steelserie*** or an authorized Steelseries reseller. Warranty is non-transferable. It is only valid to the first-party in the country of original purchase. If the product was purchased from a third-party SteelSeries reseller, we may direct you to the regional distributor for warranty services."
After a full review of the customers warranty claim that was initiated around 12/27/2019, it has been determined that the mouse was purchased second-hand. As stated in our terms and conditions, warranty is non-transferable.
Furthermore, a full verification processes was initiated to determine the validity of the warranty claim in an effort to combat fraud. The details and information provided by the customer have produced various discrepancies, voiding the warranty claim.
SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.
Complaint***
I am rejecting this response because: Funny this is the same generic auto response I received from the Customer Support and it still doesn't address the actual complaint because the justification is outside the purview of the warranty policy as outlined above. If the product is "secondhand" they why are your authorized re-sellers selling them as New products. Also of coarse the verification process would fail as it hasn't been setup to address this sort of verification. Maybe, next time you'll have more decency to at least have an actual human being review the complaint.
Sincerely,
Matthew B
SteelSeries, has refused to validate my warranty claim despite the product still being well within the stated time period and adhering to the applicable terms. Firstly, it's nearly impossible to get a reply from the Customer Service dep't in a timely manner, which is either purposeful to discourage returns and/or indicative of how frequent their customers incur issue with due to faulty products. I subitted I followed every direction that the customer service rep had asked and it was determined the mouse was indeed faulty.
The RMA validation outlined that the following criteria needed to be met: the issue is a result of a manufacturing defect (confirmed by customer service on 1/16/2020), had to be within the warranty period 1 year (purchase date: 3/8/2019) , and had to provide a valid receipt showing it was purchased from an authorized re-seller (I submitted a receipt which showed it was purchased from *** an an authorized re-seller). Now despite meeting all of the above criteria they still refused to honor the warranty, claiming that because I purchased it through the ***tore on eBay then that somehow negates the status of them being an authorized re-seller and the product, which I purchased listed as New, was to be considered as secondhand or refurbished and therefore the warranty wouldn't be transferable transferable. Additionally, when the RMA couldn't be "validated" they made it out to be like I'd filled a false claim so my account was to be suspended, essentially silencing any objections or clarification I could follow-up with. Sure, if I purchased it from a random seller on eBay then that argument makes sense but to claim an authorized re-seller isn't one depending on where they sell the product and it's somehow considered as refurbished is not only isn't listed as a condition in their warranty policy but it's also demonstratively false.
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com to allowing us to respond.
The terms and conditions can be found on SteelSeries.com ( https://support.steelseries***us/articles***-What-does-my-warranty-cover-and-how-long-does-it-last- ) and state the following:
"Please note the above warranty terms apply to purchases made through Steelserie*** or an authorized Steelseries reseller. Warranty is non-transferable. It is only valid to the first-party in the country of original purchase. If the product was purchased from a third-party SteelSeries reseller, we may direct you to the regional distributor for warranty services."
After a full review of the customers warranty claim that was initiated around 12/27/2019, it has been determined that the mouse was purchased second-hand. As stated in our terms and conditions, warranty is non-transferable.
Furthermore, a full verification processes was initiated to determine the validity of the warranty claim in an effort to combat fraud. The details and information provided by the customer have produced various discrepancies, voiding the warranty claim.
SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.
Complaint***
I am rejecting this response because: Funny this is the same generic auto response I received from the Customer Support and it still doesn't address the actual complaint because the justification is outside the purview of the warranty policy as outlined above. If the product is "secondhand" they why are your authorized re-sellers selling them as New products. Also of coarse the verification process would fail as it hasn't been setup to address this sort of verification. Maybe, next time you'll have more decency to at least have an actual human being review the complaint.
Sincerely,
Matthew B
SteelSeries, has refused to validate my warranty claim despite the product still being well within the stated time period and adhering to the applicable terms. Firstly, it's nearly impossible to get a reply from the Customer Service dep't in a timely manner, which is either purposeful to discourage returns and/or indicative of how frequent their customers incur issue with due to faulty products. I subitted I followed every direction that the customer service rep had asked and it was determined the mouse was indeed faulty.
The RMA validation outlined that the following criteria needed to be met: the issue is a result of a manufacturing defect (confirmed by customer service on 1/16/2020), had to be within the warranty period 1 year (purchase date: 3/8/2019) , and had to provide a valid receipt showing it was purchased from an authorized re-seller (I submitted a receipt which showed it was purchased from *** an an authorized re-seller). Now despite meeting all of the above criteria they still refused to honor the warranty, claiming that because I purchased it through the ***tore on eBay then that somehow negates the status of them being an authorized re-seller and the product, which I purchased listed as New, was to be considered as secondhand or refurbished and therefore the warranty wouldn't be transferable transferable. Additionally, when the RMA couldn't be "validated" they made it out to be like I'd filled a false claim so my account was to be suspended, essentially silencing any objections or clarification I could follow-up with. Sure, if I purchased it from a random seller on eBay then that argument makes sense but to claim an authorized re-seller isn't one depending on where they sell the product and it's somehow considered as refurbished is not only isn't listed as a condition in their warranty policy but it's also demonstratively false.
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com to allowing us to respond.
The terms and conditions can be found on SteelSeries.com ( https://support.steelseries***us/articles***-What-does-my-warranty-cover-and-how-long-does-it-last- ) and state the following:
"Please note the above warranty terms apply to purchases made through Steelserie*** or an authorized Steelseries reseller. Warranty is non-transferable. It is only valid to the first-party in the country of original purchase. If the product was purchased from a third-party SteelSeries reseller, we may direct you to the regional distributor for warranty services."
After a full review of the customers warranty claim that was initiated around 12/27/2019, it has been determined that the mouse was purchased second-hand. As stated in our terms and conditions, warranty is non-transferable.
Furthermore, a full verification processes was initiated to determine the validity of the warranty claim in an effort to combat fraud. The details and information provided by the customer have produced various discrepancies, voiding the warranty claim.
SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.
Complaint***
I am rejecting this response because: Funny this is the same generic auto response I received from the Customer Support and it still doesn't address the actual complaint because the justification is outside the purview of the warranty policy as outlined above. If the product is "secondhand" they why are your authorized re-sellers selling them as New products. Also of coarse the verification process would fail as it hasn't been setup to address this sort of verification. Maybe, next time you'll have more decency to at least have an actual human being review the complaint.
Sincerely,
Matthew B
SteelSeries, has refused to validate my warranty claim despite the product still being well within the stated time period and adhering to the applicable terms. Firstly, it's nearly impossible to get a reply from the Customer Service dep't in a timely manner, which is either purposeful to discourage returns and/or indicative of how frequent their customers incur issue with due to faulty products. I subitted I followed every direction that the customer service rep had asked and it was determined the mouse was indeed faulty.
The RMA validation outlined that the following criteria needed to be met: the issue is a result of a manufacturing defect (confirmed by customer service on 1/16/2020), had to be within the warranty period 1 year (purchase date: 3/8/2019) , and had to provide a valid receipt showing it was purchased from an authorized re-seller (I submitted a receipt which showed it was purchased from *** an an authorized re-seller). Now despite meeting all of the above criteria they still refused to honor the warranty, claiming that because I purchased it through the ***tore on eBay then that somehow negates the status of them being an authorized re-seller and the product, which I purchased listed as New, was to be considered as secondhand or refurbished and therefore the warranty wouldn't be transferable transferable. Additionally, when the RMA couldn't be "validated" they made it out to be like I'd filled a false claim so my account was to be suspended, essentially silencing any objections or clarification I could follow-up with. Sure, if I purchased it from a random seller on eBay then that argument makes sense but to claim an authorized re-seller isn't one depending on where they sell the product and it's somehow considered as refurbished is not only isn't listed as a condition in their warranty policy but it's also demonstratively false.
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com to allowing us to respond.
The terms and conditions can be found on SteelSeries.com ( https://support.steelseries***us/articles***-What-does-my-warranty-cover-and-how-long-does-it-last- ) and state the following:
"Please note the above warranty terms apply to purchases made through Steelserie*** or an authorized Steelseries reseller. Warranty is non-transferable. It is only valid to the first-party in the country of original purchase. If the product was purchased from a third-party SteelSeries reseller, we may direct you to the regional distributor for warranty services."
After a full review of the customers warranty claim that was initiated around 12/27/2019, it has been determined that the mouse was purchased second-hand. As stated in our terms and conditions, warranty is non-transferable.
Furthermore, a full verification processes was initiated to determine the validity of the warranty claim in an effort to combat fraud. The details and information provided by the customer have produced various discrepancies, voiding the warranty claim.
SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.
Complaint***
I am rejecting this response because: Funny this is the same generic auto response I received from the Customer Support and it still doesn't address the actual complaint because the justification is outside the purview of the warranty policy as outlined above. If the product is "secondhand" they why are your authorized re-sellers selling them as New products. Also of coarse the verification process would fail as it hasn't been setup to address this sort of verification. Maybe, next time you'll have more decency to at least have an actual human being review the complaint.
Sincerely,
Matthew B
I bought the steelseries A *** and paid $179.99 Order *** My complaint is that since I have got the headset I have had issues with interference cutting out during game play if there are explosions or rapid gun fire or even watching a movie it will cut out over and over again I even switched to my pc from *** one and same issue. I have tried changing my WiFi because I seen that online that people had issues with 2.4Ghz internet and 5Ghz internet interfering with it. I has helped turning off 2.4 or 5 Ghz even both which is pointless because I play online but to troubleshoot the issue, but still does not solve my issue still have interference. Steelseries has replaced the headset and from the startup of the new headset same issue. The last message I got back from support was as followed.
"Thank you for the update. Unfortuantley there would not be much more troubleshooting to do in this instance. Since your router is interfering with your Xbox's signal to the headset. You can try resetting the *** as well as the headset at the same time. However, since it is an environmental issue that might not change the interference. I apologize for the inconvenience.?"
My problem with that is I live in town and its not just my WiFi I can pickup about 10 different WiFi signals other then mine. Very frustrated and disappointed in the product and at this point do not want to buy another steelseries Item again.
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to address it.
Mr. K made contact with a representative of SteelSeries on January 7, 2020, and troubleshooting steps were provided.
The SteelSeries A *** uses the "*** Wireless" technology that was developed by *** to make a connection with the Xbox Console*** Wireless" is a proprietary protocol developed by *** for connecting accessories to *** One consoles. Like Bluetooth or Wi-Fi Direct, *** Wireless enables controllers and select headsets to establish a direct wireless connection with the console, while avoiding the complexities that come with adapters or physical cabling.The frequency that this technology operates on can experience minor interference that becomes more noticeable while using a wireless headset such as the *** in environments that have other devices near by that ride on the 2.4GHz-5.0GHz frequency.
Mr. Kr is advised to reference back to his ticket regarding the information pertaining to the issue described in this complaint.
SteelSeries return policy can be read online at https://s***/policies/terms and states the following:
"In case you are not satisfied with a product purchased via this website, we offer you a full 30-day money back guarantee."
Mr. K made his purchase of the A *** from www.S*** on June 10, 2019. Unfortunately, the return period has been closed as of 7/14/2019 and as such, we are unable to process a return.
SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.
As previously stated, the SteelSeries A *** uses the "*** Wireless" technology that was developed by *** to make a connection with the Xbox Console*** Wireless" is a proprietary protocol developed by *** for connecting accessories to *** consoles. Like Bluetooth or Wi-Fi Direct, *** Wireless enables controllers and select headsets to establish a direct wireless connection with the console, while avoiding the complexities that come with adapters or physical cabling.
The *** Wireless technology is the same one used in controllers developed by *** for the *** console systems. As such, they experience the same type of interference, however, because the nature of headphones receiving constant input the interference can be more noticeable.
The customer may attempt to re-position his *** console to avoid potential 2.4-5.0GHz interference.
As also previously stated, SteelSeries is unable to refund the product as it is way over the return window.
SteelSeries believes this adequately addresses the complaint and considers this matter closed.
Revdex.com: Well no getting through to this company to make things right I will switch my gaming accessory company to one with better customer care and services. My rating will stay the same and will do no business with Steelseries or refer people to the company. This company is like a barking dog that just wants to hear there own voice and not the one from the customer. Blame the other person and think your products are flawless is why your rating is bad and your customers are going else where. See the end to your company coming with the way customers are treated and will show *** getting blamed by you.
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Randy K
I bought the steelseries A *** and paid $179.99 Order *** My complaint is that since I have got the headset I have had issues with interference cutting out during game play if there are explosions or rapid gun fire or even watching a movie it will cut out over and over again I even switched to my pc from *** one and same issue. I have tried changing my WiFi because I seen that online that people had issues with 2.4Ghz internet and 5Ghz internet interfering with it. I has helped turning off 2.4 or 5 Ghz even both which is pointless because I play online but to troubleshoot the issue, but still does not solve my issue still have interference. Steelseries has replaced the headset and from the startup of the new headset same issue. The last message I got back from support was as followed.
"Thank you for the update. Unfortuantley there would not be much more troubleshooting to do in this instance. Since your router is interfering with your Xbox's signal to the headset. You can try resetting the *** as well as the headset at the same time. However, since it is an environmental issue that might not change the interference. I apologize for the inconvenience.?"
My problem with that is I live in town and its not just my WiFi I can pickup about 10 different WiFi signals other then mine. Very frustrated and disappointed in the product and at this point do not want to buy another steelseries Item again.
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to address it.
Mr. K made contact with a representative of SteelSeries on January 7, 2020, and troubleshooting steps were provided.
The SteelSeries A *** uses the "*** Wireless" technology that was developed by *** to make a connection with the Xbox Console*** Wireless" is a proprietary protocol developed by *** for connecting accessories to *** One consoles. Like Bluetooth or Wi-Fi Direct, *** Wireless enables controllers and select headsets to establish a direct wireless connection with the console, while avoiding the complexities that come with adapters or physical cabling.The frequency that this technology operates on can experience minor interference that becomes more noticeable while using a wireless headset such as the *** in environments that have other devices near by that ride on the 2.4GHz-5.0GHz frequency.
Mr. Kr is advised to reference back to his ticket regarding the information pertaining to the issue described in this complaint.
SteelSeries return policy can be read online at https://s***/policies/terms and states the following:
"In case you are not satisfied with a product purchased via this website, we offer you a full 30-day money back guarantee."
Mr. K made his purchase of the A *** from www.S*** on June 10, 2019. Unfortunately, the return period has been closed as of 7/14/2019 and as such, we are unable to process a return.
SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.
As previously stated, the SteelSeries A *** uses the "*** Wireless" technology that was developed by *** to make a connection with the Xbox Console*** Wireless" is a proprietary protocol developed by *** for connecting accessories to *** consoles. Like Bluetooth or Wi-Fi Direct, *** Wireless enables controllers and select headsets to establish a direct wireless connection with the console, while avoiding the complexities that come with adapters or physical cabling.
The *** Wireless technology is the same one used in controllers developed by *** for the *** console systems. As such, they experience the same type of interference, however, because the nature of headphones receiving constant input the interference can be more noticeable.
The customer may attempt to re-position his *** console to avoid potential 2.4-5.0GHz interference.
As also previously stated, SteelSeries is unable to refund the product as it is way over the return window.
SteelSeries believes this adequately addresses the complaint and considers this matter closed.
Revdex.com: Well no getting through to this company to make things right I will switch my gaming accessory company to one with better customer care and services. My rating will stay the same and will do no business with Steelseries or refer people to the company. This company is like a barking dog that just wants to hear there own voice and not the one from the customer. Blame the other person and think your products are flawless is why your rating is bad and your customers are going else where. See the end to your company coming with the way customers are treated and will show *** getting blamed by you.
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Randy K
I bought the steelseries A *** and paid $179.99 Order *** My complaint is that since I have got the headset I have had issues with interference cutting out during game play if there are explosions or rapid gun fire or even watching a movie it will cut out over and over again I even switched to my pc from *** one and same issue. I have tried changing my WiFi because I seen that online that people had issues with 2.4Ghz internet and 5Ghz internet interfering with it. I has helped turning off 2.4 or 5 Ghz even both which is pointless because I play online but to troubleshoot the issue, but still does not solve my issue still have interference. Steelseries has replaced the headset and from the startup of the new headset same issue. The last message I got back from support was as followed.
"Thank you for the update. Unfortuantley there would not be much more troubleshooting to do in this instance. Since your router is interfering with your Xbox's signal to the headset. You can try resetting the *** as well as the headset at the same time. However, since it is an environmental issue that might not change the interference. I apologize for the inconvenience.?"
My problem with that is I live in town and its not just my WiFi I can pickup about 10 different WiFi signals other then mine. Very frustrated and disappointed in the product and at this point do not want to buy another steelseries Item again.
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to address it.
Mr. K made contact with a representative of SteelSeries on January 7, 2020, and troubleshooting steps were provided.
The SteelSeries A *** uses the "*** Wireless" technology that was developed by *** to make a connection with the Xbox Console*** Wireless" is a proprietary protocol developed by *** for connecting accessories to *** One consoles. Like Bluetooth or Wi-Fi Direct, *** Wireless enables controllers and select headsets to establish a direct wireless connection with the console, while avoiding the complexities that come with adapters or physical cabling.The frequency that this technology operates on can experience minor interference that becomes more noticeable while using a wireless headset such as the *** in environments that have other devices near by that ride on the 2.4GHz-5.0GHz frequency.
Mr. Kr is advised to reference back to his ticket regarding the information pertaining to the issue described in this complaint.
SteelSeries return policy can be read online at https://s***/policies/terms and states the following:
"In case you are not satisfied with a product purchased via this website, we offer you a full 30-day money back guarantee."
Mr. K made his purchase of the A *** from www.S*** on June 10, 2019. Unfortunately, the return period has been closed as of 7/14/2019 and as such, we are unable to process a return.
SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.
As previously stated, the SteelSeries A *** uses the "*** Wireless" technology that was developed by *** to make a connection with the Xbox Console*** Wireless" is a proprietary protocol developed by *** for connecting accessories to *** consoles. Like Bluetooth or Wi-Fi Direct, *** Wireless enables controllers and select headsets to establish a direct wireless connection with the console, while avoiding the complexities that come with adapters or physical cabling.
The *** Wireless technology is the same one used in controllers developed by *** for the *** console systems. As such, they experience the same type of interference, however, because the nature of headphones receiving constant input the interference can be more noticeable.
The customer may attempt to re-position his *** console to avoid potential 2.4-5.0GHz interference.
As also previously stated, SteelSeries is unable to refund the product as it is way over the return window.
SteelSeries believes this adequately addresses the complaint and considers this matter closed.
Revdex.com: Well no getting through to this company to make things right I will switch my gaming accessory company to one with better customer care and services. My rating will stay the same and will do no business with Steelseries or refer people to the company. This company is like a barking dog that just wants to hear there own voice and not the one from the customer. Blame the other person and think your products are flawless is why your rating is bad and your customers are going else where. See the end to your company coming with the way customers are treated and will show *** getting blamed by you.
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Randy K
I bought the steelseries A *** and paid $179.99 Order *** My complaint is that since I have got the headset I have had issues with interference cutting out during game play if there are explosions or rapid gun fire or even watching a movie it will cut out over and over again I even switched to my pc from *** one and same issue. I have tried changing my WiFi because I seen that online that people had issues with 2.4Ghz internet and 5Ghz internet interfering with it. I has helped turning off 2.4 or 5 Ghz even both which is pointless because I play online but to troubleshoot the issue, but still does not solve my issue still have interference. Steelseries has replaced the headset and from the startup of the new headset same issue. The last message I got back from support was as followed.
"Thank you for the update. Unfortuantley there would not be much more troubleshooting to do in this instance. Since your router is interfering with your Xbox's signal to the headset. You can try resetting the *** as well as the headset at the same time. However, since it is an environmental issue that might not change the interference. I apologize for the inconvenience.?"
My problem with that is I live in town and its not just my WiFi I can pickup about 10 different WiFi signals other then mine. Very frustrated and disappointed in the product and at this point do not want to buy another steelseries Item again.
SteelSeries is aware of the complaint filed and would like to thank the Revdex.com for allowing us to address it.
Mr. K made contact with a representative of SteelSeries on January 7, 2020, and troubleshooting steps were provided.
The SteelSeries A *** uses the "*** Wireless" technology that was developed by *** to make a connection with the Xbox Console*** Wireless" is a proprietary protocol developed by *** for connecting accessories to *** One consoles. Like Bluetooth or Wi-Fi Direct, *** Wireless enables controllers and select headsets to establish a direct wireless connection with the console, while avoiding the complexities that come with adapters or physical cabling.The frequency that this technology operates on can experience minor interference that becomes more noticeable while using a wireless headset such as the *** in environments that have other devices near by that ride on the 2.4GHz-5.0GHz frequency.
Mr. Kr is advised to reference back to his ticket regarding the information pertaining to the issue described in this complaint.
SteelSeries return policy can be read online at https://s***/policies/terms and states the following:
"In case you are not satisfied with a product purchased via this website, we offer you a full 30-day money back guarantee."
Mr. K made his purchase of the A *** from www.S*** on June 10, 2019. Unfortunately, the return period has been closed as of 7/14/2019 and as such, we are unable to process a return.
SteelSeries believes this answer adequately addresses the complaint and considers this matter closed.
As previously stated, the SteelSeries A *** uses the "*** Wireless" technology that was developed by *** to make a connection with the Xbox Console*** Wireless" is a proprietary protocol developed by *** for connecting accessories to *** consoles. Like Bluetooth or Wi-Fi Direct, *** Wireless enables controllers and select headsets to establish a direct wireless connection with the console, while avoiding the complexities that come with adapters or physical cabling.
The *** Wireless technology is the same one used in controllers developed by *** for the *** console systems. As such, they experience the same type of interference, however, because the nature of headphones receiving constant input the interference can be more noticeable.
The customer may attempt to re-position his *** console to avoid potential 2.4-5.0GHz interference.
As also previously stated, SteelSeries is unable to refund the product as it is way over the return window.
SteelSeries believes this adequately addresses the complaint and considers this matter closed.
Revdex.com: Well no getting through to this company to make things right I will switch my gaming accessory company to one with better customer care and services. My rating will stay the same and will do no business with Steelseries or refer people to the company. This company is like a barking dog that just wants to hear there own voice and not the one from the customer. Blame the other person and think your products are flawless is why your rating is bad and your customers are going else where. See the end to your company coming with the way customers are treated and will show *** getting blamed by you.
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Randy K
They just don’t care about there product. They give you a run around if it is defective. Buyer Beware!!! What they do is keep giving a ticket number for a manufacturing warranty and if it’s not followed to there instructions which by the way are not on there website. It’s game of back and forth through email and then they stop answering you. Someone really needs to stop this business and get them in court. There products are expensive and you should get the same customer service when the product is defective. We need to get a civil suit together. They do not honor manufacturing warranty. There is no replacement. You basically buying off a street corner and there is no one to talk to no phone number just email and again which they do not answer.