SteelSeries Reviews (%countItem)
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Address: 656 W Randolph St Suite 2E and 3E, Chicago, Illinois, United States, 60661-2132
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This company is undoubtedly the worst computer peripheral company out there. Their customer service is rude, careless, and will not listen to reason. They develop products that break within a year, so the customer is forced to buy a new one, every year. This is called planned obsolescence and should be criminal.
My issue begins with a mouse (Rival 500) that I bought on Amazon last year. Half way into the year of using the new mouse, it began to show signs of malfunction. Some buttons were not registering properly, macros were not being played back on time, and the middle mouse button started double triggering from one click. That means when you click it once, the computer registered two or more clicks. This wasn't the biggest of problems since it happened sporadically and I could still use the main click buttons normally.
More recently, the palm cover on the mouse decided to break off, it just fell off. So I went to their website register an account and setup a warranty replacement request. They get back to me pretty quickly within a day or two, and ask for more information like pictures, the proof or purchase, and serial number. I happily provided all information that was requested.
Then he tells me my mouse is out of warranty. Apparently they only have a ONE YEAR warranty in the USA, and two years in EU. My issue began before the warranty expired. I tired to explain this to the "customer experience" rep Max, but he refused to listen to me, and just kept saying it's out of warranty and they will not replace it. He then forcefully closed the ticket and I couldn't even rate him and how poor my experience was.
Since the mouse broke while it was under warranty, I wanted a replacement, a reasonable request. But I was forcefully denied the service. And at this point I don't even wanna deal with these rude criminals. I want my money back.
I demand a full refund and recompense for this issue, in the sum of $100 USD. This company needs to be held accountable.
SteelSeries would like to thank Revdex.com for the opportunity to address this issue.
We were able to locate the communication between the customer and an agent from SteelSeries. A support ticket was filed by Mr. on 12/15/2019 and shortly after, a warranty claim was initiated. As part of SteelSeries warranty process, a verification system is used to ensure proper procedures are followed and to verify the eligibility of the warranty.
This information is publicly available here: https://support.steelseries.com/hc/en-us/articles/***-What-does-my-warranty-cover-and-how-long-does-it-last-
During the warranty verification, it was determined using the customers purchase receipt that Mr. was out of warranty at the time he contacted us. As such, the agent informed the customer that a warranty is unfortunately unavailable, but as a token of good faith, a 15% coupon can be extended.
Mr. refused the offer and insisted on pursing the warranty claim which was no longer available to him as he originally purchased the product from Amazon over a year ago.
On 12/20/2019, Mr. initiated a second contact with SteelSeries which was now automatically routed to a separate agent. In this communication, Mr. used extremely foul language calling the agent extremely derogatory terms and attaching insulting pictures.
SteelSeries stands by the original decision that the customer has no warranty remaining. In addition, due to the customers recent derogatory behavior, the offer of 15% has been receded and no longer offered to the customer.
SteelSeries believes this response adequately addresses the customers complaint and considers this matter closed.
As previously mention, during the original contact that the customer contacted SteelSeries, he was out of warranty. Due to the nature of the language the customer used in his second contact to us, the 15% offer is no longer being presented.
As also previously mentioned, all SteelSeries terms and conditions, including warranty details, can be located on SteelSeries.com
SteelSeries believe this responds adequately addresses the customers complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because:
As previously mentioned, the product broke DURING the one year warranty period. Due to the nature of the way this request was handled, the replacement request is no longer being pursued. Instead, a full refund and recompense is demanded from Steel Series for foul business practice, time wasted, mismanagement, and broken hardware, in the sum of $100 USD. As also previously mentioned the product malfunctioned DURING the one year warranty in which terms and conditions apply available on steelseries.comIt seems that this business representative doesn't understand that their products are bad, and break often. As my original reasonable request was denied and I was treated unfairly and rudely brushed off, I demand a refund and recompense in the sum of $100 USD.I consider this matter open, and Steel Series held responsible for the time wasted, rude behavior, and ultimately their failed hardware that broke under warranty. Seems that a reasonable company would take responsibility for their FAILED BROKEN hardware that they sell and would replace it in good faith. But this company is a corrupt, sullen, and clearly criminal organization. This is why I am seeking recompense for my lost time, money, and hardware. If you further keep denying the fact that your product broke under warranty, I will be forced to peruse litigation on this matter. This is why your company has a D- rating on the Revdex.com, you think you can get away with selling sub-par hardware and then tossing your customers aside like a dirty rag. Sorry, but that's not how America works. Here in America companies like yours get torn to shreds for poor customer service, because the CUSTOMER IS KING. Without the customer, YOU ARE NOTHING. It's about time you realize this for your own good, or you will force yourself out of business.
Sincerely,
Eugene
This company is undoubtedly the worst computer peripheral company out there. Their customer service is rude, careless, and will not listen to reason. They develop products that break within a year, so the customer is forced to buy a new one, every year. This is called planned obsolescence and should be criminal.
My issue begins with a mouse (Rival 500) that I bought on Amazon last year. Half way into the year of using the new mouse, it began to show signs of malfunction. Some buttons were not registering properly, macros were not being played back on time, and the middle mouse button started double triggering from one click. That means when you click it once, the computer registered two or more clicks. This wasn't the biggest of problems since it happened sporadically and I could still use the main click buttons normally.
More recently, the palm cover on the mouse decided to break off, it just fell off. So I went to their website register an account and setup a warranty replacement request. They get back to me pretty quickly within a day or two, and ask for more information like pictures, the proof or purchase, and serial number. I happily provided all information that was requested.
Then he tells me my mouse is out of warranty. Apparently they only have a ONE YEAR warranty in the USA, and two years in EU. My issue began before the warranty expired. I tired to explain this to the "customer experience" rep Max, but he refused to listen to me, and just kept saying it's out of warranty and they will not replace it. He then forcefully closed the ticket and I couldn't even rate him and how poor my experience was.
Since the mouse broke while it was under warranty, I wanted a replacement, a reasonable request. But I was forcefully denied the service. And at this point I don't even wanna deal with these rude criminals. I want my money back.
I demand a full refund and recompense for this issue, in the sum of $100 USD. This company needs to be held accountable.
SteelSeries would like to thank Revdex.com for the opportunity to address this issue.
We were able to locate the communication between the customer and an agent from SteelSeries. A support ticket was filed by Mr. on 12/15/2019 and shortly after, a warranty claim was initiated. As part of SteelSeries warranty process, a verification system is used to ensure proper procedures are followed and to verify the eligibility of the warranty.
This information is publicly available here: https://support.steelseries.com/hc/en-us/articles/***-What-does-my-warranty-cover-and-how-long-does-it-last-
During the warranty verification, it was determined using the customers purchase receipt that Mr. was out of warranty at the time he contacted us. As such, the agent informed the customer that a warranty is unfortunately unavailable, but as a token of good faith, a 15% coupon can be extended.
Mr. refused the offer and insisted on pursing the warranty claim which was no longer available to him as he originally purchased the product from Amazon over a year ago.
On 12/20/2019, Mr. initiated a second contact with SteelSeries which was now automatically routed to a separate agent. In this communication, Mr. used extremely foul language calling the agent extremely derogatory terms and attaching insulting pictures.
SteelSeries stands by the original decision that the customer has no warranty remaining. In addition, due to the customers recent derogatory behavior, the offer of 15% has been receded and no longer offered to the customer.
SteelSeries believes this response adequately addresses the customers complaint and considers this matter closed.
As previously mention, during the original contact that the customer contacted SteelSeries, he was out of warranty. Due to the nature of the language the customer used in his second contact to us, the 15% offer is no longer being presented.
As also previously mentioned, all SteelSeries terms and conditions, including warranty details, can be located on SteelSeries.com
SteelSeries believe this responds adequately addresses the customers complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because:
As previously mentioned, the product broke DURING the one year warranty period. Due to the nature of the way this request was handled, the replacement request is no longer being pursued. Instead, a full refund and recompense is demanded from Steel Series for foul business practice, time wasted, mismanagement, and broken hardware, in the sum of $100 USD. As also previously mentioned the product malfunctioned DURING the one year warranty in which terms and conditions apply available on steelseries.comIt seems that this business representative doesn't understand that their products are bad, and break often. As my original reasonable request was denied and I was treated unfairly and rudely brushed off, I demand a refund and recompense in the sum of $100 USD.I consider this matter open, and Steel Series held responsible for the time wasted, rude behavior, and ultimately their failed hardware that broke under warranty. Seems that a reasonable company would take responsibility for their FAILED BROKEN hardware that they sell and would replace it in good faith. But this company is a corrupt, sullen, and clearly criminal organization. This is why I am seeking recompense for my lost time, money, and hardware. If you further keep denying the fact that your product broke under warranty, I will be forced to peruse litigation on this matter. This is why your company has a D- rating on the Revdex.com, you think you can get away with selling sub-par hardware and then tossing your customers aside like a dirty rag. Sorry, but that's not how America works. Here in America companies like yours get torn to shreds for poor customer service, because the CUSTOMER IS KING. Without the customer, YOU ARE NOTHING. It's about time you realize this for your own good, or you will force yourself out of business.
Sincerely,
Eugene
This company is undoubtedly the worst computer peripheral company out there. Their customer service is rude, careless, and will not listen to reason. They develop products that break within a year, so the customer is forced to buy a new one, every year. This is called planned obsolescence and should be criminal.
My issue begins with a mouse (Rival 500) that I bought on Amazon last year. Half way into the year of using the new mouse, it began to show signs of malfunction. Some buttons were not registering properly, macros were not being played back on time, and the middle mouse button started double triggering from one click. That means when you click it once, the computer registered two or more clicks. This wasn't the biggest of problems since it happened sporadically and I could still use the main click buttons normally.
More recently, the palm cover on the mouse decided to break off, it just fell off. So I went to their website register an account and setup a warranty replacement request. They get back to me pretty quickly within a day or two, and ask for more information like pictures, the proof or purchase, and serial number. I happily provided all information that was requested.
Then he tells me my mouse is out of warranty. Apparently they only have a ONE YEAR warranty in the USA, and two years in EU. My issue began before the warranty expired. I tired to explain this to the "customer experience" rep Max, but he refused to listen to me, and just kept saying it's out of warranty and they will not replace it. He then forcefully closed the ticket and I couldn't even rate him and how poor my experience was.
Since the mouse broke while it was under warranty, I wanted a replacement, a reasonable request. But I was forcefully denied the service. And at this point I don't even wanna deal with these rude criminals. I want my money back.
I demand a full refund and recompense for this issue, in the sum of $100 USD. This company needs to be held accountable.
SteelSeries would like to thank Revdex.com for the opportunity to address this issue.
We were able to locate the communication between the customer and an agent from SteelSeries. A support ticket was filed by Mr. on 12/15/2019 and shortly after, a warranty claim was initiated. As part of SteelSeries warranty process, a verification system is used to ensure proper procedures are followed and to verify the eligibility of the warranty.
This information is publicly available here: https://support.steelseries.com/hc/en-us/articles/***-What-does-my-warranty-cover-and-how-long-does-it-last-
During the warranty verification, it was determined using the customers purchase receipt that Mr. was out of warranty at the time he contacted us. As such, the agent informed the customer that a warranty is unfortunately unavailable, but as a token of good faith, a 15% coupon can be extended.
Mr. refused the offer and insisted on pursing the warranty claim which was no longer available to him as he originally purchased the product from Amazon over a year ago.
On 12/20/2019, Mr. initiated a second contact with SteelSeries which was now automatically routed to a separate agent. In this communication, Mr. used extremely foul language calling the agent extremely derogatory terms and attaching insulting pictures.
SteelSeries stands by the original decision that the customer has no warranty remaining. In addition, due to the customers recent derogatory behavior, the offer of 15% has been receded and no longer offered to the customer.
SteelSeries believes this response adequately addresses the customers complaint and considers this matter closed.
As previously mention, during the original contact that the customer contacted SteelSeries, he was out of warranty. Due to the nature of the language the customer used in his second contact to us, the 15% offer is no longer being presented.
As also previously mentioned, all SteelSeries terms and conditions, including warranty details, can be located on SteelSeries.com
SteelSeries believe this responds adequately addresses the customers complaint and considers this matter closed.
Complaint: ***
I am rejecting this response because:
As previously mentioned, the product broke DURING the one year warranty period. Due to the nature of the way this request was handled, the replacement request is no longer being pursued. Instead, a full refund and recompense is demanded from Steel Series for foul business practice, time wasted, mismanagement, and broken hardware, in the sum of $100 USD. As also previously mentioned the product malfunctioned DURING the one year warranty in which terms and conditions apply available on steelseries.comIt seems that this business representative doesn't understand that their products are bad, and break often. As my original reasonable request was denied and I was treated unfairly and rudely brushed off, I demand a refund and recompense in the sum of $100 USD.I consider this matter open, and Steel Series held responsible for the time wasted, rude behavior, and ultimately their failed hardware that broke under warranty. Seems that a reasonable company would take responsibility for their FAILED BROKEN hardware that they sell and would replace it in good faith. But this company is a corrupt, sullen, and clearly criminal organization. This is why I am seeking recompense for my lost time, money, and hardware. If you further keep denying the fact that your product broke under warranty, I will be forced to peruse litigation on this matter. This is why your company has a D- rating on the Revdex.com, you think you can get away with selling sub-par hardware and then tossing your customers aside like a dirty rag. Sorry, but that's not how America works. Here in America companies like yours get torn to shreds for poor customer service, because the CUSTOMER IS KING. Without the customer, YOU ARE NOTHING. It's about time you realize this for your own good, or you will force yourself out of business.
Sincerely,
Eugene
I placed an order on December 5th for some items for Christmas gifts for my kids who consider themselves serious gamers. You would think that placing an order directly with the manufacturer would be the best route. I've read reviews that say the items didn't work, well Steelseries couldn't even successfully include all of my order in my box and after a week of arguing with them they say, sorry, but we sent everything. They have a packing slip that auto generates the weight and box so they have no way to verify that they included all of the items and then put the burden on the customer to prove that they didn't receive their order. WTH?? After all of this they have graciously approved for me to return the items, but they will only credit me for the items they receive. So... basically they charged me for items I didn't receive and will only return items that they do. So, that being said since I'm missing an XL gaming mouse they expect me to eat it on that item. There is no phone number for customer service and their "chat" service is full of people who know how to type, but don't actually have any knowledge or authority to fix a customer service issue. I am giving this one star because there isn't a lower choice. My husband and I are in the consumer technology industry and have been for over 30 years. We will NOT buy anymore Steelseries whether it be from them directly or from another retailer.
I placed an order on December 5th for some items for Christmas gifts for my kids who consider themselves serious gamers. You would think that placing an order directly with the manufacturer would be the best route. I've read reviews that say the items didn't work, well Steelseries couldn't even successfully include all of my order in my box and after a week of arguing with them they say, sorry, but we sent everything. They have a packing slip that auto generates the weight and box so they have no way to verify that they included all of the items and then put the burden on the customer to prove that they didn't receive their order. WTH?? After all of this they have graciously approved for me to return the items, but they will only credit me for the items they receive. So... basically they charged me for items I didn't receive and will only return items that they do. So, that being said since I'm missing an XL gaming mouse they expect me to eat it on that item. There is no phone number for customer service and their "chat" service is full of people who know how to type, but don't actually have any knowledge or authority to fix a customer service issue. I am giving this one star because there isn't a lower choice. My husband and I are in the consumer technology industry and have been for over 30 years. We will NOT buy anymore Steelseries whether it be from them directly or from another retailer.
I placed an order on December 5th for some items for Christmas gifts for my kids who consider themselves serious gamers. You would think that placing an order directly with the manufacturer would be the best route. I've read reviews that say the items didn't work, well Steelseries couldn't even successfully include all of my order in my box and after a week of arguing with them they say, sorry, but we sent everything. They have a packing slip that auto generates the weight and box so they have no way to verify that they included all of the items and then put the burden on the customer to prove that they didn't receive their order. WTH?? After all of this they have graciously approved for me to return the items, but they will only credit me for the items they receive. So... basically they charged me for items I didn't receive and will only return items that they do. So, that being said since I'm missing an XL gaming mouse they expect me to eat it on that item. There is no phone number for customer service and their "chat" service is full of people who know how to type, but don't actually have any knowledge or authority to fix a customer service issue. I am giving this one star because there isn't a lower choice. My husband and I are in the consumer technology industry and have been for over 30 years. We will NOT buy anymore Steelseries whether it be from them directly or from another retailer.
I placed an order on December 5th for some items for Christmas gifts for my kids who consider themselves serious gamers. You would think that placing an order directly with the manufacturer would be the best route. I've read reviews that say the items didn't work, well Steelseries couldn't even successfully include all of my order in my box and after a week of arguing with them they say, sorry, but we sent everything. They have a packing slip that auto generates the weight and box so they have no way to verify that they included all of the items and then put the burden on the customer to prove that they didn't receive their order. WTH?? After all of this they have graciously approved for me to return the items, but they will only credit me for the items they receive. So... basically they charged me for items I didn't receive and will only return items that they do. So, that being said since I'm missing an XL gaming mouse they expect me to eat it on that item. There is no phone number for customer service and their "chat" service is full of people who know how to type, but don't actually have any knowledge or authority to fix a customer service issue. I am giving this one star because there isn't a lower choice. My husband and I are in the consumer technology industry and have been for over 30 years. We will NOT buy anymore Steelseries whether it be from them directly or from another retailer.
Pro stopped working 3 weeks ago. Made support ticket last response was 2 weeks ago 13 Nov 2019 for warranty return. After NO contact!!!! Chatted with 4 different people on their website stating "Someone will be in contact with you 24-48 hrs" but no trouble ticket response. Still waiting with broken Headset.
SteelSeries is aware of the ticket in question and is working with the customer. As we are approaching the holiday season, some customers may experience prolonged wait times for a response. The customers ticket is being currently reviewed and responded to appropriately. Thank you for bring this to out attention.
SteelSteels believes this response adequately addresses the complaint and considers this matter closed.
Pro stopped working 3 weeks ago. Made support ticket last response was 2 weeks ago 13 Nov 2019 for warranty return. After NO contact!!!! Chatted with 4 different people on their website stating "Someone will be in contact with you 24-48 hrs" but no trouble ticket response. Still waiting with broken Headset.
SteelSeries is aware of the ticket in question and is working with the customer. As we are approaching the holiday season, some customers may experience prolonged wait times for a response. The customers ticket is being currently reviewed and responded to appropriately. Thank you for bring this to out attention.
SteelSteels believes this response adequately addresses the complaint and considers this matter closed.
Pro stopped working 3 weeks ago. Made support ticket last response was 2 weeks ago 13 Nov 2019 for warranty return. After NO contact!!!! Chatted with 4 different people on their website stating "Someone will be in contact with you 24-48 hrs" but no trouble ticket response. Still waiting with broken Headset.
SteelSeries is aware of the ticket in question and is working with the customer. As we are approaching the holiday season, some customers may experience prolonged wait times for a response. The customers ticket is being currently reviewed and responded to appropriately. Thank you for bring this to out attention.
SteelSteels believes this response adequately addresses the complaint and considers this matter closed.
Pro stopped working 3 weeks ago. Made support ticket last response was 2 weeks ago 13 Nov 2019 for warranty return. After NO contact!!!! Chatted with 4 different people on their website stating "Someone will be in contact with you 24-48 hrs" but no trouble ticket response. Still waiting with broken Headset.
SteelSeries is aware of the ticket in question and is working with the customer. As we are approaching the holiday season, some customers may experience prolonged wait times for a response. The customers ticket is being currently reviewed and responded to appropriately. Thank you for bring this to out attention.
SteelSteels believes this response adequately addresses the complaint and considers this matter closed.
I I bought a pair or bluetooth gaming headsets I paid 329 for them plus warranty that was 80 from *** After 4 months they stopped working so I took them back and *** said I could use my warranty to get another pair but this was an 1 time thing then an few months later started having issues so had to get new batteries and now having more issues and I need to get an replacement now I told they will give me an replacement but only after I destroy them and send them pics of it, Now the issue is I don't trust them hell they don;t even have an phone number, All the stuff I have read on line people say that they have asked for an replacement and they were told same thing so them destroy them only to have there warranty claim rejected for some made up reason at this point I don't trust them I need me headset because I work at home and there's no telling how long it will that to get another pair or what they might try to say I spend to much money on these. This is the request number or ticket number with them
I I bought a pair or bluetooth gaming headsets I paid 329 for them plus warranty that was 80 from *** After 4 months they stopped working so I took them back and *** said I could use my warranty to get another pair but this was an 1 time thing then an few months later started having issues so had to get new batteries and now having more issues and I need to get an replacement now I told they will give me an replacement but only after I destroy them and send them pics of it, Now the issue is I don't trust them hell they don;t even have an phone number, All the stuff I have read on line people say that they have asked for an replacement and they were told same thing so them destroy them only to have there warranty claim rejected for some made up reason at this point I don't trust them I need me headset because I work at home and there's no telling how long it will that to get another pair or what they might try to say I spend to much money on these. This is the request number or ticket number with them
I I bought a pair or bluetooth gaming headsets I paid 329 for them plus warranty that was 80 from *** After 4 months they stopped working so I took them back and *** said I could use my warranty to get another pair but this was an 1 time thing then an few months later started having issues so had to get new batteries and now having more issues and I need to get an replacement now I told they will give me an replacement but only after I destroy them and send them pics of it, Now the issue is I don't trust them hell they don;t even have an phone number, All the stuff I have read on line people say that they have asked for an replacement and they were told same thing so them destroy them only to have there warranty claim rejected for some made up reason at this point I don't trust them I need me headset because I work at home and there's no telling how long it will that to get another pair or what they might try to say I spend to much money on these. This is the request number or ticket number with them
I I bought a pair or bluetooth gaming headsets I paid 329 for them plus warranty that was 80 from *** After 4 months they stopped working so I took them back and *** said I could use my warranty to get another pair but this was an 1 time thing then an few months later started having issues so had to get new batteries and now having more issues and I need to get an replacement now I told they will give me an replacement but only after I destroy them and send them pics of it, Now the issue is I don't trust them hell they don;t even have an phone number, All the stuff I have read on line people say that they have asked for an replacement and they were told same thing so them destroy them only to have there warranty claim rejected for some made up reason at this point I don't trust them I need me headset because I work at home and there's no telling how long it will that to get another pair or what they might try to say I spend to much money on these. This is the request number or ticket number with them
I have bought a 250 dollar gaming headset I went to set it up and the software that I had to install to make the headset actually sound good and allow me to use the microphone well it wouldn't install so I contacted customer support via chat support first and he told me to submit a ticket and they will contact me via email so I did, Auto email come in saying we will get back to you in about 2 days. so I went to there support forum and didn't find anything about install issues. at the end of the next day I had stayed up all night searching the web for a fix well I found a extreme fix that required me to erase my hard drive and reinstall windows so I lost all my data just so I could get the app installed to listen to the headset. But still had 2 other computers to install the app on and when I tried on my laptop same issue but I couldn't delete the laptop HD it was very important information. so I went to talk to the support agent witch I have saved all the chats between me and support and he asked my why do I need support if I got the headset to work and tried to close out the ticket like all most right away he wouldnt answer anything I asked just ignored my questions and kept stating how if the headset works on my pc then I dont need support. but not that it was any of his concern but it was cause I needed to install the app on my other pc's that ended up with the same wierd issue. so this dragged on for like 4 days of talking to different agents and they all did the same thing brought up that if its working on your pc then they didn't see why I needed support. Well they all just argued with me and didn't answer any of my questions and 2 of them felt the need to have a smart mouth with me. and basically when they were tired of listening to me they all of them would threaten to mark my ticket as solved and then they did just made my ticket read solved and if I made another ticket they instantly marked it as solved so now I cant contact them at all.
Thank you for reaching out again.There is absolutely no intent to bully or harass the customer - our main objective is to help troubleshoot potential issues with our products.Our business hours are 9am to 5pm Monday to Friday, Central Standard Time. The first ticket was opened with us on a Sunday night, when our live chat is available, but our Tier 2 support through tickets is not. Our first response to the customer was a few hours before we opened on Monday morning, which is why there was confusion on his end when you said his response wasn't sufficient or timely.One of the questions we ask when the customer opened a ticket is the operating system is being used. As it was not provided during the start of the ticket, it is essentially impossible to help troubleshoot an issue unless we know that. We don't want to troubleshoot a PC if you're on a ***, understandably! That is why it was our first question. The agent was not the agent who assisted in live support, so he did need more information.Since the customer opened the first ticket, we have tried our best to alleviate the situation with his frustration in his responses. While we are here to give you as much support as he may need, we do ask for reciprocated respect during the troubleshooting process. Opening multiple tickets only hinders the troubleshooting, as it is confusing to reference all of them separately to solve his issue.We are here to help but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.
SteelSeries believes this response adequately address the complaint and considers this matter closed.
I dont not accept the responce as I told there chat support the first night I had windows 10. I has in no way showing angery or frustration if they would be kind enough to show proof of the angry side of me?
Complaint: ***
RoryToday at 08:37Hi,Thank you for reaching out again.There is absolutely no intent to bully or harass you. We are a support team whose main objective is to help troubleshoot potential issues with our products.Our business hours are 9am to 5pm Monday to Friday, Central Standard Time. You opened your first ticket with us on a Sunday night, when our live chat is available, but our Tier 2 support through tickets is not. Aaron's first response to you was a few hours before we opened on Monday morning, so he did try to answer your ticket as soon as he could. Aaron responded to your ticket outside of our business hours as a courtesy, which is why there was confusion on his end when you said his response wasn't sufficient or timely.One of the questions we ask when you open a ticket is the operating system you are using. You did not fill out that question when you created the ticket, so it is essentially impossible to help troubleshoot your issue unless we know that. We don't want to troubleshoot a PC if you're on a ***, understandably! That is why it was Aaron's first question. He was not the agent who assisted you in live support, so he did need more information.Since you opened the first ticket, we have tried our best to alleviate the situation with your frustration in your responses. While we are here to give you as much support as you need, we do ask for reciprocated respect during the troubleshooting process. Opening multiple tickets only hinders the troubleshooting, as it is confusing to reference all of them separately to solve your issue.We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well.??,
Rory
***Today at 09:51ok were talking thru email there is no way you could tell what mood im in by reading my email the best you could do is guess so I would like it if you didnt not do as aaron did to me and tell me that I was so frustrated when you have no idea what my mood is. I had corrected my statement to aaron himself that I worded it wrong when I said it took 24 hours. Yes as aaron stated over and over was that He was just asking a legit question about operating system. And I only opened up a new ticket when your agents closed my ticket on me I mean it wouldn't let me add to the closed ticket so I wasn't opening multiple tickets I was opening a new one. and when either max or caboose one of those agents thru the you didn't fill out the ticket with operating system thing in my face again even after I all ready told him it was windows 10 I asked him a good question I said ok so if it was just knowing what operating system I had holding him back from helping me then I said why haven't after you found out what it was why did you not try to help solve my issue He then stated because you wiped you ssd and that got rid of the error logs that would tell him what was wrong. So when he had his answer and I asked then why didnt you help after I told you it was windows.he changed the excues to he now couldnt provide me with support cause I wiped my ssd? like 1 min his reason was not knowing my system then when he had that info he changed his reason and his reason just happen to be my fault for doing the only fix I could find. Then shortly he changed his mind from I cant give you support cause no error logs to Giving me this long list of things he wanted me to record me doing all those steps.that if I did those steps there might be a fix. so what im getting at is he said one thing then instantly said another reason then not a min later changed his reason again so I gave him the windows info nothing happened and he argued with me about there being error logs on my pc I told him I checked thru all my files and folders and there was not error logs for steel series. he just replied with all most the same statement that there were in fact files he assumed I didn't have computer knowledge I use to be a computer tech support went to collage for it I am actually very pc smart this very pc im on now I built from scratch. I have proof of all this, videos and emails and text documents to even screen shots of your ticket system and I have Poof that 2 of you agents closed my ticket for no good reason. I have proof that aaron himself admitted he was in the wrong it took me having to paste his own statements to make him realized he had been arguing with me and he was wrong. all your agents ignored most of my questions again got proof and every time they ran out of reasons why I wasn't getting support they would close my ticket would be closed. I even asked the last guy what is it that I can do to get my support and well you guessed it no fix and he closed out my ticket because he heard me say I had a lawyer. and said I cannot comment further cause he couldn't speak for the company during a legal matter. Well you said your told to close it out if threaten with legal action. I didnt threaten at all the worst I said was asked do I need to contact my lawyer in order to get the support? wasn't a threat was a question. so I had someone who knew the legal ins and outs and could make sure I got my app issue fixed. but he said I cannot make any further comments. I said ok so it has been stated I am again being refused customer service be cause I had a lawyer? witch alot of people keep a lawyer on retainer. and then before he closed the ticket he made another comment when he said 2 times I can not further comment. ***Today at 10:00may I please see your policy the part that talks on closing tickets when some one mentions he has a lawyer? On Fri, Oct 25, 2019 at 9:51 AM *** Gamer <***@gmail.com> wrote:ok were talking thru email there is no way you could tell what mood im in by reading my email the best you could do is guess so I would like it if you didnt not do as aaron did to me and tell me that I was so frustrated when you have no idea what my mood is. I had corrected my statement to aaron himself that I worded it wrong when I said it took 24 hours. Yes as aaron stated over and over was that He was just asking a legit question about operating system. And I only opened up a new ticket when your agents closed my ticket on me I mean it wouldn't let me add to the closed ticket so I wasn't opening multiple tickets I was opening a new one. and when either max or caboose one of those agents thru the you didn't fill out the ticket with operating system thing in my face again even after I all ready told him it was windows 10 I asked him a good question I said ok so if it was just knowing what operating system I had holding him back from helping me then I said why haven't after you found out what it was why did you not try to help solve my issue He then stated because you wiped you ssd and that got rid of the error logs that would tell him what was wrong. So when he had his answer and I asked then why didnt you help after I told you it was windows.he changed the excues to he now couldnt provide me with support cause I wiped my ssd? like 1 min his reason was not knowing my system then when he had that info he changed his reason and his reason just happen to be my fault for doing the only fix I could find. Then shortly he changed his mind from I cant give you support cause no error logs to Giving me this long list of things he wanted me to record me doing all those steps.that if I did those steps there might be a fix. so what im getting at is he said one thing then instantly said another reason then not a min later changed his reason again so I gave him the windows info nothing happened and he argued with me about there being error logs on my pc I told him I checked thru all my files and folders and there was not error logs for steel series. he just replied with all most the same statement that there were in fact files he assumed I didn't have computer knowledge I use to be a computer tech support went to collage for it I am actually very pc smart this very pc im on now I built from scratch. I have proof of all this, videos and emails and text documents to even screen shots of your ticket system and I have Poof that 2 of you agents closed my ticket for no good reason. I have proof that aaron himself admitted he was in the wrong it took me having to paste his own statements to make him realized he had been arguing with me and he was wrong. all your agents ignored most of my questions again got proof and every time they ran out of reasons why I wasn't getting support they would close my ticket would be closed. I even asked the last guy what is it that I can do to get my support and well you guessed it no fix and he closed out my ticket because he heard me say I had a lawyer. and said I cannot comment further cause he couldn't speak for the company during a legal matter. Well you said your told to close it out if threaten with legal action. I didnt threaten at all the worst I said was asked do I need to contact my lawyer in order to get the support? wasn't a threat was a question. so I had someone who knew the legal ins and outs and could make sure I got my app issue fixed. but he said I cannot make any further comments. I said ok so it has been stated I am again being refused customer service be cause I had a lawyer? witch alot of people keep a lawyer on retainer. and then before he closed the ticket he made another comment when he said 2 times I can not further comment. RoryToday at 10:06Hi,Please let me know if you would like to continue troubleshooting the issue you are having with your product or our software, I am happy to do that. Any matters other than troubleshooting will not be addressed.??,
Rory
***Today at 10:11We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well. and your reply then says any matters other than troubleshooting wont be addressed? you just contradicted your self. ??,
***Today at 10:12and you just did the same as all the other agents you ignored my questionsOn Fri, Oct 25, 2019 at 10:10 AM *** Gamer <***@gmail.com> wrote:We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well. and your reply then says any matters other than troubleshooting wont be addressed? you just contradicted your self. ??,
RoryToday at 10:12Please let me know if you would like to continue troubleshooting the issue you are having with your product or our software, I am happy to do that. Any matters other than troubleshooting will not be addressed.??,
Rory
***Today at 10:17Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:20as you told me I will only talk to you if I get reciprocated respect On Fri, Oct 25, 2019 at 10:16 AM *** Gamer <***@gmail.com> wrote:Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:20and your showing disrespectOn Fri, Oct 25, 2019 at 10:19 AM *** Gamer <***@gmail.com> wrote:as you told me I will only talk to you if I get reciprocated respect On Fri, Oct 25, 2019 at 10:16 AM *** Gamer <***@gmail.com> wrote:Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:32if your willing to be a adult and talk to me with the same respect you expect from me and not sit there and tell me that I can ask any questions I had to like 1 sec later you say no questions. your cant cchange the rules on the fly like that it makes you sound like your a little unstable no offence
I am rejecting this response because:
Sincerely,
Robert
SteelSeries has no further details to add from what was already previously provided. As such, SteelSeries believes this response adequately address the complaint and considers this matter closed.
I have bought a 250 dollar gaming headset I went to set it up and the software that I had to install to make the headset actually sound good and allow me to use the microphone well it wouldn't install so I contacted customer support via chat support first and he told me to submit a ticket and they will contact me via email so I did, Auto email come in saying we will get back to you in about 2 days. so I went to there support forum and didn't find anything about install issues. at the end of the next day I had stayed up all night searching the web for a fix well I found a extreme fix that required me to erase my hard drive and reinstall windows so I lost all my data just so I could get the app installed to listen to the headset. But still had 2 other computers to install the app on and when I tried on my laptop same issue but I couldn't delete the laptop HD it was very important information. so I went to talk to the support agent witch I have saved all the chats between me and support and he asked my why do I need support if I got the headset to work and tried to close out the ticket like all most right away he wouldnt answer anything I asked just ignored my questions and kept stating how if the headset works on my pc then I dont need support. but not that it was any of his concern but it was cause I needed to install the app on my other pc's that ended up with the same wierd issue. so this dragged on for like 4 days of talking to different agents and they all did the same thing brought up that if its working on your pc then they didn't see why I needed support. Well they all just argued with me and didn't answer any of my questions and 2 of them felt the need to have a smart mouth with me. and basically when they were tired of listening to me they all of them would threaten to mark my ticket as solved and then they did just made my ticket read solved and if I made another ticket they instantly marked it as solved so now I cant contact them at all.
Thank you for reaching out again.There is absolutely no intent to bully or harass the customer - our main objective is to help troubleshoot potential issues with our products.Our business hours are 9am to 5pm Monday to Friday, Central Standard Time. The first ticket was opened with us on a Sunday night, when our live chat is available, but our Tier 2 support through tickets is not. Our first response to the customer was a few hours before we opened on Monday morning, which is why there was confusion on his end when you said his response wasn't sufficient or timely.One of the questions we ask when the customer opened a ticket is the operating system is being used. As it was not provided during the start of the ticket, it is essentially impossible to help troubleshoot an issue unless we know that. We don't want to troubleshoot a PC if you're on a ***, understandably! That is why it was our first question. The agent was not the agent who assisted in live support, so he did need more information.Since the customer opened the first ticket, we have tried our best to alleviate the situation with his frustration in his responses. While we are here to give you as much support as he may need, we do ask for reciprocated respect during the troubleshooting process. Opening multiple tickets only hinders the troubleshooting, as it is confusing to reference all of them separately to solve his issue.We are here to help but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.
SteelSeries believes this response adequately address the complaint and considers this matter closed.
I dont not accept the responce as I told there chat support the first night I had windows 10. I has in no way showing angery or frustration if they would be kind enough to show proof of the angry side of me?
Complaint: ***
RoryToday at 08:37Hi,Thank you for reaching out again.There is absolutely no intent to bully or harass you. We are a support team whose main objective is to help troubleshoot potential issues with our products.Our business hours are 9am to 5pm Monday to Friday, Central Standard Time. You opened your first ticket with us on a Sunday night, when our live chat is available, but our Tier 2 support through tickets is not. Aaron's first response to you was a few hours before we opened on Monday morning, so he did try to answer your ticket as soon as he could. Aaron responded to your ticket outside of our business hours as a courtesy, which is why there was confusion on his end when you said his response wasn't sufficient or timely.One of the questions we ask when you open a ticket is the operating system you are using. You did not fill out that question when you created the ticket, so it is essentially impossible to help troubleshoot your issue unless we know that. We don't want to troubleshoot a PC if you're on a ***, understandably! That is why it was Aaron's first question. He was not the agent who assisted you in live support, so he did need more information.Since you opened the first ticket, we have tried our best to alleviate the situation with your frustration in your responses. While we are here to give you as much support as you need, we do ask for reciprocated respect during the troubleshooting process. Opening multiple tickets only hinders the troubleshooting, as it is confusing to reference all of them separately to solve your issue.We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well.??,
Rory
***Today at 09:51ok were talking thru email there is no way you could tell what mood im in by reading my email the best you could do is guess so I would like it if you didnt not do as aaron did to me and tell me that I was so frustrated when you have no idea what my mood is. I had corrected my statement to aaron himself that I worded it wrong when I said it took 24 hours. Yes as aaron stated over and over was that He was just asking a legit question about operating system. And I only opened up a new ticket when your agents closed my ticket on me I mean it wouldn't let me add to the closed ticket so I wasn't opening multiple tickets I was opening a new one. and when either max or caboose one of those agents thru the you didn't fill out the ticket with operating system thing in my face again even after I all ready told him it was windows 10 I asked him a good question I said ok so if it was just knowing what operating system I had holding him back from helping me then I said why haven't after you found out what it was why did you not try to help solve my issue He then stated because you wiped you ssd and that got rid of the error logs that would tell him what was wrong. So when he had his answer and I asked then why didnt you help after I told you it was windows.he changed the excues to he now couldnt provide me with support cause I wiped my ssd? like 1 min his reason was not knowing my system then when he had that info he changed his reason and his reason just happen to be my fault for doing the only fix I could find. Then shortly he changed his mind from I cant give you support cause no error logs to Giving me this long list of things he wanted me to record me doing all those steps.that if I did those steps there might be a fix. so what im getting at is he said one thing then instantly said another reason then not a min later changed his reason again so I gave him the windows info nothing happened and he argued with me about there being error logs on my pc I told him I checked thru all my files and folders and there was not error logs for steel series. he just replied with all most the same statement that there were in fact files he assumed I didn't have computer knowledge I use to be a computer tech support went to collage for it I am actually very pc smart this very pc im on now I built from scratch. I have proof of all this, videos and emails and text documents to even screen shots of your ticket system and I have Poof that 2 of you agents closed my ticket for no good reason. I have proof that aaron himself admitted he was in the wrong it took me having to paste his own statements to make him realized he had been arguing with me and he was wrong. all your agents ignored most of my questions again got proof and every time they ran out of reasons why I wasn't getting support they would close my ticket would be closed. I even asked the last guy what is it that I can do to get my support and well you guessed it no fix and he closed out my ticket because he heard me say I had a lawyer. and said I cannot comment further cause he couldn't speak for the company during a legal matter. Well you said your told to close it out if threaten with legal action. I didnt threaten at all the worst I said was asked do I need to contact my lawyer in order to get the support? wasn't a threat was a question. so I had someone who knew the legal ins and outs and could make sure I got my app issue fixed. but he said I cannot make any further comments. I said ok so it has been stated I am again being refused customer service be cause I had a lawyer? witch alot of people keep a lawyer on retainer. and then before he closed the ticket he made another comment when he said 2 times I can not further comment. ***Today at 10:00may I please see your policy the part that talks on closing tickets when some one mentions he has a lawyer? On Fri, Oct 25, 2019 at 9:51 AM *** Gamer <***@gmail.com> wrote:ok were talking thru email there is no way you could tell what mood im in by reading my email the best you could do is guess so I would like it if you didnt not do as aaron did to me and tell me that I was so frustrated when you have no idea what my mood is. I had corrected my statement to aaron himself that I worded it wrong when I said it took 24 hours. Yes as aaron stated over and over was that He was just asking a legit question about operating system. And I only opened up a new ticket when your agents closed my ticket on me I mean it wouldn't let me add to the closed ticket so I wasn't opening multiple tickets I was opening a new one. and when either max or caboose one of those agents thru the you didn't fill out the ticket with operating system thing in my face again even after I all ready told him it was windows 10 I asked him a good question I said ok so if it was just knowing what operating system I had holding him back from helping me then I said why haven't after you found out what it was why did you not try to help solve my issue He then stated because you wiped you ssd and that got rid of the error logs that would tell him what was wrong. So when he had his answer and I asked then why didnt you help after I told you it was windows.he changed the excues to he now couldnt provide me with support cause I wiped my ssd? like 1 min his reason was not knowing my system then when he had that info he changed his reason and his reason just happen to be my fault for doing the only fix I could find. Then shortly he changed his mind from I cant give you support cause no error logs to Giving me this long list of things he wanted me to record me doing all those steps.that if I did those steps there might be a fix. so what im getting at is he said one thing then instantly said another reason then not a min later changed his reason again so I gave him the windows info nothing happened and he argued with me about there being error logs on my pc I told him I checked thru all my files and folders and there was not error logs for steel series. he just replied with all most the same statement that there were in fact files he assumed I didn't have computer knowledge I use to be a computer tech support went to collage for it I am actually very pc smart this very pc im on now I built from scratch. I have proof of all this, videos and emails and text documents to even screen shots of your ticket system and I have Poof that 2 of you agents closed my ticket for no good reason. I have proof that aaron himself admitted he was in the wrong it took me having to paste his own statements to make him realized he had been arguing with me and he was wrong. all your agents ignored most of my questions again got proof and every time they ran out of reasons why I wasn't getting support they would close my ticket would be closed. I even asked the last guy what is it that I can do to get my support and well you guessed it no fix and he closed out my ticket because he heard me say I had a lawyer. and said I cannot comment further cause he couldn't speak for the company during a legal matter. Well you said your told to close it out if threaten with legal action. I didnt threaten at all the worst I said was asked do I need to contact my lawyer in order to get the support? wasn't a threat was a question. so I had someone who knew the legal ins and outs and could make sure I got my app issue fixed. but he said I cannot make any further comments. I said ok so it has been stated I am again being refused customer service be cause I had a lawyer? witch alot of people keep a lawyer on retainer. and then before he closed the ticket he made another comment when he said 2 times I can not further comment. RoryToday at 10:06Hi,Please let me know if you would like to continue troubleshooting the issue you are having with your product or our software, I am happy to do that. Any matters other than troubleshooting will not be addressed.??,
Rory
***Today at 10:11We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well. and your reply then says any matters other than troubleshooting wont be addressed? you just contradicted your self. ??,
***Today at 10:12and you just did the same as all the other agents you ignored my questionsOn Fri, Oct 25, 2019 at 10:10 AM *** Gamer <***@gmail.com> wrote:We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well. and your reply then says any matters other than troubleshooting wont be addressed? you just contradicted your self. ??,
RoryToday at 10:12Please let me know if you would like to continue troubleshooting the issue you are having with your product or our software, I am happy to do that. Any matters other than troubleshooting will not be addressed.??,
Rory
***Today at 10:17Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:20as you told me I will only talk to you if I get reciprocated respect On Fri, Oct 25, 2019 at 10:16 AM *** Gamer <***@gmail.com> wrote:Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:20and your showing disrespectOn Fri, Oct 25, 2019 at 10:19 AM *** Gamer <***@gmail.com> wrote:as you told me I will only talk to you if I get reciprocated respect On Fri, Oct 25, 2019 at 10:16 AM *** Gamer <***@gmail.com> wrote:Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:32if your willing to be a adult and talk to me with the same respect you expect from me and not sit there and tell me that I can ask any questions I had to like 1 sec later you say no questions. your cant cchange the rules on the fly like that it makes you sound like your a little unstable no offence
I am rejecting this response because:
Sincerely,
Robert
SteelSeries has no further details to add from what was already previously provided. As such, SteelSeries believes this response adequately address the complaint and considers this matter closed.
I have bought a 250 dollar gaming headset I went to set it up and the software that I had to install to make the headset actually sound good and allow me to use the microphone well it wouldn't install so I contacted customer support via chat support first and he told me to submit a ticket and they will contact me via email so I did, Auto email come in saying we will get back to you in about 2 days. so I went to there support forum and didn't find anything about install issues. at the end of the next day I had stayed up all night searching the web for a fix well I found a extreme fix that required me to erase my hard drive and reinstall windows so I lost all my data just so I could get the app installed to listen to the headset. But still had 2 other computers to install the app on and when I tried on my laptop same issue but I couldn't delete the laptop HD it was very important information. so I went to talk to the support agent witch I have saved all the chats between me and support and he asked my why do I need support if I got the headset to work and tried to close out the ticket like all most right away he wouldnt answer anything I asked just ignored my questions and kept stating how if the headset works on my pc then I dont need support. but not that it was any of his concern but it was cause I needed to install the app on my other pc's that ended up with the same wierd issue. so this dragged on for like 4 days of talking to different agents and they all did the same thing brought up that if its working on your pc then they didn't see why I needed support. Well they all just argued with me and didn't answer any of my questions and 2 of them felt the need to have a smart mouth with me. and basically when they were tired of listening to me they all of them would threaten to mark my ticket as solved and then they did just made my ticket read solved and if I made another ticket they instantly marked it as solved so now I cant contact them at all.
Thank you for reaching out again.There is absolutely no intent to bully or harass the customer - our main objective is to help troubleshoot potential issues with our products.Our business hours are 9am to 5pm Monday to Friday, Central Standard Time. The first ticket was opened with us on a Sunday night, when our live chat is available, but our Tier 2 support through tickets is not. Our first response to the customer was a few hours before we opened on Monday morning, which is why there was confusion on his end when you said his response wasn't sufficient or timely.One of the questions we ask when the customer opened a ticket is the operating system is being used. As it was not provided during the start of the ticket, it is essentially impossible to help troubleshoot an issue unless we know that. We don't want to troubleshoot a PC if you're on a ***, understandably! That is why it was our first question. The agent was not the agent who assisted in live support, so he did need more information.Since the customer opened the first ticket, we have tried our best to alleviate the situation with his frustration in his responses. While we are here to give you as much support as he may need, we do ask for reciprocated respect during the troubleshooting process. Opening multiple tickets only hinders the troubleshooting, as it is confusing to reference all of them separately to solve his issue.We are here to help but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.
SteelSeries believes this response adequately address the complaint and considers this matter closed.
I dont not accept the responce as I told there chat support the first night I had windows 10. I has in no way showing angery or frustration if they would be kind enough to show proof of the angry side of me?
Complaint: ***
RoryToday at 08:37Hi,Thank you for reaching out again.There is absolutely no intent to bully or harass you. We are a support team whose main objective is to help troubleshoot potential issues with our products.Our business hours are 9am to 5pm Monday to Friday, Central Standard Time. You opened your first ticket with us on a Sunday night, when our live chat is available, but our Tier 2 support through tickets is not. Aaron's first response to you was a few hours before we opened on Monday morning, so he did try to answer your ticket as soon as he could. Aaron responded to your ticket outside of our business hours as a courtesy, which is why there was confusion on his end when you said his response wasn't sufficient or timely.One of the questions we ask when you open a ticket is the operating system you are using. You did not fill out that question when you created the ticket, so it is essentially impossible to help troubleshoot your issue unless we know that. We don't want to troubleshoot a PC if you're on a ***, understandably! That is why it was Aaron's first question. He was not the agent who assisted you in live support, so he did need more information.Since you opened the first ticket, we have tried our best to alleviate the situation with your frustration in your responses. While we are here to give you as much support as you need, we do ask for reciprocated respect during the troubleshooting process. Opening multiple tickets only hinders the troubleshooting, as it is confusing to reference all of them separately to solve your issue.We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well.??,
Rory
***Today at 09:51ok were talking thru email there is no way you could tell what mood im in by reading my email the best you could do is guess so I would like it if you didnt not do as aaron did to me and tell me that I was so frustrated when you have no idea what my mood is. I had corrected my statement to aaron himself that I worded it wrong when I said it took 24 hours. Yes as aaron stated over and over was that He was just asking a legit question about operating system. And I only opened up a new ticket when your agents closed my ticket on me I mean it wouldn't let me add to the closed ticket so I wasn't opening multiple tickets I was opening a new one. and when either max or caboose one of those agents thru the you didn't fill out the ticket with operating system thing in my face again even after I all ready told him it was windows 10 I asked him a good question I said ok so if it was just knowing what operating system I had holding him back from helping me then I said why haven't after you found out what it was why did you not try to help solve my issue He then stated because you wiped you ssd and that got rid of the error logs that would tell him what was wrong. So when he had his answer and I asked then why didnt you help after I told you it was windows.he changed the excues to he now couldnt provide me with support cause I wiped my ssd? like 1 min his reason was not knowing my system then when he had that info he changed his reason and his reason just happen to be my fault for doing the only fix I could find. Then shortly he changed his mind from I cant give you support cause no error logs to Giving me this long list of things he wanted me to record me doing all those steps.that if I did those steps there might be a fix. so what im getting at is he said one thing then instantly said another reason then not a min later changed his reason again so I gave him the windows info nothing happened and he argued with me about there being error logs on my pc I told him I checked thru all my files and folders and there was not error logs for steel series. he just replied with all most the same statement that there were in fact files he assumed I didn't have computer knowledge I use to be a computer tech support went to collage for it I am actually very pc smart this very pc im on now I built from scratch. I have proof of all this, videos and emails and text documents to even screen shots of your ticket system and I have Poof that 2 of you agents closed my ticket for no good reason. I have proof that aaron himself admitted he was in the wrong it took me having to paste his own statements to make him realized he had been arguing with me and he was wrong. all your agents ignored most of my questions again got proof and every time they ran out of reasons why I wasn't getting support they would close my ticket would be closed. I even asked the last guy what is it that I can do to get my support and well you guessed it no fix and he closed out my ticket because he heard me say I had a lawyer. and said I cannot comment further cause he couldn't speak for the company during a legal matter. Well you said your told to close it out if threaten with legal action. I didnt threaten at all the worst I said was asked do I need to contact my lawyer in order to get the support? wasn't a threat was a question. so I had someone who knew the legal ins and outs and could make sure I got my app issue fixed. but he said I cannot make any further comments. I said ok so it has been stated I am again being refused customer service be cause I had a lawyer? witch alot of people keep a lawyer on retainer. and then before he closed the ticket he made another comment when he said 2 times I can not further comment. ***Today at 10:00may I please see your policy the part that talks on closing tickets when some one mentions he has a lawyer? On Fri, Oct 25, 2019 at 9:51 AM *** Gamer <***@gmail.com> wrote:ok were talking thru email there is no way you could tell what mood im in by reading my email the best you could do is guess so I would like it if you didnt not do as aaron did to me and tell me that I was so frustrated when you have no idea what my mood is. I had corrected my statement to aaron himself that I worded it wrong when I said it took 24 hours. Yes as aaron stated over and over was that He was just asking a legit question about operating system. And I only opened up a new ticket when your agents closed my ticket on me I mean it wouldn't let me add to the closed ticket so I wasn't opening multiple tickets I was opening a new one. and when either max or caboose one of those agents thru the you didn't fill out the ticket with operating system thing in my face again even after I all ready told him it was windows 10 I asked him a good question I said ok so if it was just knowing what operating system I had holding him back from helping me then I said why haven't after you found out what it was why did you not try to help solve my issue He then stated because you wiped you ssd and that got rid of the error logs that would tell him what was wrong. So when he had his answer and I asked then why didnt you help after I told you it was windows.he changed the excues to he now couldnt provide me with support cause I wiped my ssd? like 1 min his reason was not knowing my system then when he had that info he changed his reason and his reason just happen to be my fault for doing the only fix I could find. Then shortly he changed his mind from I cant give you support cause no error logs to Giving me this long list of things he wanted me to record me doing all those steps.that if I did those steps there might be a fix. so what im getting at is he said one thing then instantly said another reason then not a min later changed his reason again so I gave him the windows info nothing happened and he argued with me about there being error logs on my pc I told him I checked thru all my files and folders and there was not error logs for steel series. he just replied with all most the same statement that there were in fact files he assumed I didn't have computer knowledge I use to be a computer tech support went to collage for it I am actually very pc smart this very pc im on now I built from scratch. I have proof of all this, videos and emails and text documents to even screen shots of your ticket system and I have Poof that 2 of you agents closed my ticket for no good reason. I have proof that aaron himself admitted he was in the wrong it took me having to paste his own statements to make him realized he had been arguing with me and he was wrong. all your agents ignored most of my questions again got proof and every time they ran out of reasons why I wasn't getting support they would close my ticket would be closed. I even asked the last guy what is it that I can do to get my support and well you guessed it no fix and he closed out my ticket because he heard me say I had a lawyer. and said I cannot comment further cause he couldn't speak for the company during a legal matter. Well you said your told to close it out if threaten with legal action. I didnt threaten at all the worst I said was asked do I need to contact my lawyer in order to get the support? wasn't a threat was a question. so I had someone who knew the legal ins and outs and could make sure I got my app issue fixed. but he said I cannot make any further comments. I said ok so it has been stated I am again being refused customer service be cause I had a lawyer? witch alot of people keep a lawyer on retainer. and then before he closed the ticket he made another comment when he said 2 times I can not further comment. RoryToday at 10:06Hi,Please let me know if you would like to continue troubleshooting the issue you are having with your product or our software, I am happy to do that. Any matters other than troubleshooting will not be addressed.??,
Rory
***Today at 10:11We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well. and your reply then says any matters other than troubleshooting wont be addressed? you just contradicted your self. ??,
***Today at 10:12and you just did the same as all the other agents you ignored my questionsOn Fri, Oct 25, 2019 at 10:10 AM *** Gamer <***@gmail.com> wrote:We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well. and your reply then says any matters other than troubleshooting wont be addressed? you just contradicted your self. ??,
RoryToday at 10:12Please let me know if you would like to continue troubleshooting the issue you are having with your product or our software, I am happy to do that. Any matters other than troubleshooting will not be addressed.??,
Rory
***Today at 10:17Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:20as you told me I will only talk to you if I get reciprocated respect On Fri, Oct 25, 2019 at 10:16 AM *** Gamer <***@gmail.com> wrote:Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:20and your showing disrespectOn Fri, Oct 25, 2019 at 10:19 AM *** Gamer <***@gmail.com> wrote:as you told me I will only talk to you if I get reciprocated respect On Fri, Oct 25, 2019 at 10:16 AM *** Gamer <***@gmail.com> wrote:Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:32if your willing to be a adult and talk to me with the same respect you expect from me and not sit there and tell me that I can ask any questions I had to like 1 sec later you say no questions. your cant cchange the rules on the fly like that it makes you sound like your a little unstable no offence
I am rejecting this response because:
Sincerely,
Robert
SteelSeries has no further details to add from what was already previously provided. As such, SteelSeries believes this response adequately address the complaint and considers this matter closed.
I have bought a 250 dollar gaming headset I went to set it up and the software that I had to install to make the headset actually sound good and allow me to use the microphone well it wouldn't install so I contacted customer support via chat support first and he told me to submit a ticket and they will contact me via email so I did, Auto email come in saying we will get back to you in about 2 days. so I went to there support forum and didn't find anything about install issues. at the end of the next day I had stayed up all night searching the web for a fix well I found a extreme fix that required me to erase my hard drive and reinstall windows so I lost all my data just so I could get the app installed to listen to the headset. But still had 2 other computers to install the app on and when I tried on my laptop same issue but I couldn't delete the laptop HD it was very important information. so I went to talk to the support agent witch I have saved all the chats between me and support and he asked my why do I need support if I got the headset to work and tried to close out the ticket like all most right away he wouldnt answer anything I asked just ignored my questions and kept stating how if the headset works on my pc then I dont need support. but not that it was any of his concern but it was cause I needed to install the app on my other pc's that ended up with the same wierd issue. so this dragged on for like 4 days of talking to different agents and they all did the same thing brought up that if its working on your pc then they didn't see why I needed support. Well they all just argued with me and didn't answer any of my questions and 2 of them felt the need to have a smart mouth with me. and basically when they were tired of listening to me they all of them would threaten to mark my ticket as solved and then they did just made my ticket read solved and if I made another ticket they instantly marked it as solved so now I cant contact them at all.
Thank you for reaching out again.There is absolutely no intent to bully or harass the customer - our main objective is to help troubleshoot potential issues with our products.Our business hours are 9am to 5pm Monday to Friday, Central Standard Time. The first ticket was opened with us on a Sunday night, when our live chat is available, but our Tier 2 support through tickets is not. Our first response to the customer was a few hours before we opened on Monday morning, which is why there was confusion on his end when you said his response wasn't sufficient or timely.One of the questions we ask when the customer opened a ticket is the operating system is being used. As it was not provided during the start of the ticket, it is essentially impossible to help troubleshoot an issue unless we know that. We don't want to troubleshoot a PC if you're on a ***, understandably! That is why it was our first question. The agent was not the agent who assisted in live support, so he did need more information.Since the customer opened the first ticket, we have tried our best to alleviate the situation with his frustration in his responses. While we are here to give you as much support as he may need, we do ask for reciprocated respect during the troubleshooting process. Opening multiple tickets only hinders the troubleshooting, as it is confusing to reference all of them separately to solve his issue.We are here to help but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.
SteelSeries believes this response adequately address the complaint and considers this matter closed.
I dont not accept the responce as I told there chat support the first night I had windows 10. I has in no way showing angery or frustration if they would be kind enough to show proof of the angry side of me?
Complaint: ***
RoryToday at 08:37Hi,Thank you for reaching out again.There is absolutely no intent to bully or harass you. We are a support team whose main objective is to help troubleshoot potential issues with our products.Our business hours are 9am to 5pm Monday to Friday, Central Standard Time. You opened your first ticket with us on a Sunday night, when our live chat is available, but our Tier 2 support through tickets is not. Aaron's first response to you was a few hours before we opened on Monday morning, so he did try to answer your ticket as soon as he could. Aaron responded to your ticket outside of our business hours as a courtesy, which is why there was confusion on his end when you said his response wasn't sufficient or timely.One of the questions we ask when you open a ticket is the operating system you are using. You did not fill out that question when you created the ticket, so it is essentially impossible to help troubleshoot your issue unless we know that. We don't want to troubleshoot a PC if you're on a ***, understandably! That is why it was Aaron's first question. He was not the agent who assisted you in live support, so he did need more information.Since you opened the first ticket, we have tried our best to alleviate the situation with your frustration in your responses. While we are here to give you as much support as you need, we do ask for reciprocated respect during the troubleshooting process. Opening multiple tickets only hinders the troubleshooting, as it is confusing to reference all of them separately to solve your issue.We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well.??,
Rory
***Today at 09:51ok were talking thru email there is no way you could tell what mood im in by reading my email the best you could do is guess so I would like it if you didnt not do as aaron did to me and tell me that I was so frustrated when you have no idea what my mood is. I had corrected my statement to aaron himself that I worded it wrong when I said it took 24 hours. Yes as aaron stated over and over was that He was just asking a legit question about operating system. And I only opened up a new ticket when your agents closed my ticket on me I mean it wouldn't let me add to the closed ticket so I wasn't opening multiple tickets I was opening a new one. and when either max or caboose one of those agents thru the you didn't fill out the ticket with operating system thing in my face again even after I all ready told him it was windows 10 I asked him a good question I said ok so if it was just knowing what operating system I had holding him back from helping me then I said why haven't after you found out what it was why did you not try to help solve my issue He then stated because you wiped you ssd and that got rid of the error logs that would tell him what was wrong. So when he had his answer and I asked then why didnt you help after I told you it was windows.he changed the excues to he now couldnt provide me with support cause I wiped my ssd? like 1 min his reason was not knowing my system then when he had that info he changed his reason and his reason just happen to be my fault for doing the only fix I could find. Then shortly he changed his mind from I cant give you support cause no error logs to Giving me this long list of things he wanted me to record me doing all those steps.that if I did those steps there might be a fix. so what im getting at is he said one thing then instantly said another reason then not a min later changed his reason again so I gave him the windows info nothing happened and he argued with me about there being error logs on my pc I told him I checked thru all my files and folders and there was not error logs for steel series. he just replied with all most the same statement that there were in fact files he assumed I didn't have computer knowledge I use to be a computer tech support went to collage for it I am actually very pc smart this very pc im on now I built from scratch. I have proof of all this, videos and emails and text documents to even screen shots of your ticket system and I have Poof that 2 of you agents closed my ticket for no good reason. I have proof that aaron himself admitted he was in the wrong it took me having to paste his own statements to make him realized he had been arguing with me and he was wrong. all your agents ignored most of my questions again got proof and every time they ran out of reasons why I wasn't getting support they would close my ticket would be closed. I even asked the last guy what is it that I can do to get my support and well you guessed it no fix and he closed out my ticket because he heard me say I had a lawyer. and said I cannot comment further cause he couldn't speak for the company during a legal matter. Well you said your told to close it out if threaten with legal action. I didnt threaten at all the worst I said was asked do I need to contact my lawyer in order to get the support? wasn't a threat was a question. so I had someone who knew the legal ins and outs and could make sure I got my app issue fixed. but he said I cannot make any further comments. I said ok so it has been stated I am again being refused customer service be cause I had a lawyer? witch alot of people keep a lawyer on retainer. and then before he closed the ticket he made another comment when he said 2 times I can not further comment. ***Today at 10:00may I please see your policy the part that talks on closing tickets when some one mentions he has a lawyer? On Fri, Oct 25, 2019 at 9:51 AM *** Gamer <***@gmail.com> wrote:ok were talking thru email there is no way you could tell what mood im in by reading my email the best you could do is guess so I would like it if you didnt not do as aaron did to me and tell me that I was so frustrated when you have no idea what my mood is. I had corrected my statement to aaron himself that I worded it wrong when I said it took 24 hours. Yes as aaron stated over and over was that He was just asking a legit question about operating system. And I only opened up a new ticket when your agents closed my ticket on me I mean it wouldn't let me add to the closed ticket so I wasn't opening multiple tickets I was opening a new one. and when either max or caboose one of those agents thru the you didn't fill out the ticket with operating system thing in my face again even after I all ready told him it was windows 10 I asked him a good question I said ok so if it was just knowing what operating system I had holding him back from helping me then I said why haven't after you found out what it was why did you not try to help solve my issue He then stated because you wiped you ssd and that got rid of the error logs that would tell him what was wrong. So when he had his answer and I asked then why didnt you help after I told you it was windows.he changed the excues to he now couldnt provide me with support cause I wiped my ssd? like 1 min his reason was not knowing my system then when he had that info he changed his reason and his reason just happen to be my fault for doing the only fix I could find. Then shortly he changed his mind from I cant give you support cause no error logs to Giving me this long list of things he wanted me to record me doing all those steps.that if I did those steps there might be a fix. so what im getting at is he said one thing then instantly said another reason then not a min later changed his reason again so I gave him the windows info nothing happened and he argued with me about there being error logs on my pc I told him I checked thru all my files and folders and there was not error logs for steel series. he just replied with all most the same statement that there were in fact files he assumed I didn't have computer knowledge I use to be a computer tech support went to collage for it I am actually very pc smart this very pc im on now I built from scratch. I have proof of all this, videos and emails and text documents to even screen shots of your ticket system and I have Poof that 2 of you agents closed my ticket for no good reason. I have proof that aaron himself admitted he was in the wrong it took me having to paste his own statements to make him realized he had been arguing with me and he was wrong. all your agents ignored most of my questions again got proof and every time they ran out of reasons why I wasn't getting support they would close my ticket would be closed. I even asked the last guy what is it that I can do to get my support and well you guessed it no fix and he closed out my ticket because he heard me say I had a lawyer. and said I cannot comment further cause he couldn't speak for the company during a legal matter. Well you said your told to close it out if threaten with legal action. I didnt threaten at all the worst I said was asked do I need to contact my lawyer in order to get the support? wasn't a threat was a question. so I had someone who knew the legal ins and outs and could make sure I got my app issue fixed. but he said I cannot make any further comments. I said ok so it has been stated I am again being refused customer service be cause I had a lawyer? witch alot of people keep a lawyer on retainer. and then before he closed the ticket he made another comment when he said 2 times I can not further comment. RoryToday at 10:06Hi,Please let me know if you would like to continue troubleshooting the issue you are having with your product or our software, I am happy to do that. Any matters other than troubleshooting will not be addressed.??,
Rory
***Today at 10:11We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well. and your reply then says any matters other than troubleshooting wont be addressed? you just contradicted your self. ??,
***Today at 10:12and you just did the same as all the other agents you ignored my questionsOn Fri, Oct 25, 2019 at 10:10 AM *** Gamer <***@gmail.com> wrote:We are here to help you, but we are required to end the interaction & close the ticket at any insults or threats of legal action, as that immediately becomes a matter outside of the Support team.Please let me know if you would like to proceed with troubleshooting, we are happy to do that! Let me know if you have any additional questions as well. and your reply then says any matters other than troubleshooting wont be addressed? you just contradicted your self. ??,
RoryToday at 10:12Please let me know if you would like to continue troubleshooting the issue you are having with your product or our software, I am happy to do that. Any matters other than troubleshooting will not be addressed.??,
Rory
***Today at 10:17Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:20as you told me I will only talk to you if I get reciprocated respect On Fri, Oct 25, 2019 at 10:16 AM *** Gamer <***@gmail.com> wrote:Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:20and your showing disrespectOn Fri, Oct 25, 2019 at 10:19 AM *** Gamer <***@gmail.com> wrote:as you told me I will only talk to you if I get reciprocated respect On Fri, Oct 25, 2019 at 10:16 AM *** Gamer <***@gmail.com> wrote:Ok your not making sense you tell me any additional questions I had your would be happy to answer then next sec say no questions I dont know who you think you are but you are being very rude and very direct for no reason. you all have done this you say one thing then when its convent for you you change the rules I want my support bu I will only talk to you when you treat me with respect and not just change the rules on the fly***Today at 10:32if your willing to be a adult and talk to me with the same respect you expect from me and not sit there and tell me that I can ask any questions I had to like 1 sec later you say no questions. your cant cchange the rules on the fly like that it makes you sound like your a little unstable no offence
I am rejecting this response because:
Sincerely,
Robert
SteelSeries has no further details to add from what was already previously provided. As such, SteelSeries believes this response adequately address the complaint and considers this matter closed.
I ordered an Arctis 5 from SteelSeries in January. They've replaced it 4 times due to it being defective. The last time I had to submit an RMA, they required I ship the item back. I asked if they covered shipping. They said no but could reimburse me through PayPal. I payed $20 ship the item back and after some time they issued me a coupon code for a new headset. I asked them to refund my shipping and also mentioned that maybe after 4 defective items, it was time for an upgrade. After issuing the coupon code, I guess they thought that was enough. They seem to be ignoring me now. Never received my shipping money back and never received even a simple "Sorry but we can't upgrade you". I'm pretty laid back but after 4 defective items and then being ignored completely, I'm starting to get pretty upset about the situation.