SteelSeries

Company told me to purchase a new product and would refund me for my faulty one after I purchased a new one. Since receiving my new product that I purchased they changed their story and told me I would receive a store credit and not a refund for my faulty product and made me buy a brand new headset for nothing. Since giving me the conflicting information I have made daily attempts to resolve the issue with the company and have been ignored entirely.

Company told me to purchase a new product and would refund me for my faulty one after I purchased a new one. Since receiving my new product that I purchased they changed their story and told me I would receive a store credit and not a refund for my faulty product and made me buy a brand new headset for nothing. Since giving me the conflicting information I have made daily attempts to resolve the issue with the company and have been ignored entirely.

Company told me to purchase a new product and would refund me for my faulty one after I purchased a new one. Since receiving my new product that I purchased they changed their story and told me I would receive a store credit and not a refund for my faulty product and made me buy a brand new headset for nothing. Since giving me the conflicting information I have made daily attempts to resolve the issue with the company and have been ignored entirely.

Early this week my wireless adapter for my rival 650 stopped working so I sent in a support ticket asking if there was a way I could get a replacement part or buy the adapter without buying the rest of the mouse (the mouse worked fine otherwise) I was told I could receive a new mouse when I showed proof of purchase with the receipt. I informed the person helping me that I no longer had the receipt. The ticket was then closed by the same support person without saying anything else. I then opened another ticket asking if there was any other way I could purchase the adapter or fix this problem. I was then told by the support person that I could submit proof of destruction and that I would be given a code for the mouse on the website. I was told id need to submit a photo of the serial number on the mouse but I informed the person helping me that it was worn, I asked if I could take the serial number from the original box that I still had and place it on the mouse in the photo. I was told twice by him this would be fine. I then proceed to destroy the mouse (the mouse was still working before I destroyed it) and submit all necessary documentation and such that I was asked for. Then I was sent an email today saying I was denied and the ticket was again closed without explaining anything. When I tried making another ticket to ask why this happened and if there is nothing anyone can do at this point but then got a notification that my zendesk account has been suspended and I can no longer submit tickets. It was case #

Early this week my wireless adapter for my rival 650 stopped working so I sent in a support ticket asking if there was a way I could get a replacement part or buy the adapter without buying the rest of the mouse (the mouse worked fine otherwise) I was told I could receive a new mouse when I showed proof of purchase with the receipt. I informed the person helping me that I no longer had the receipt. The ticket was then closed by the same support person without saying anything else. I then opened another ticket asking if there was any other way I could purchase the adapter or fix this problem. I was then told by the support person that I could submit proof of destruction and that I would be given a code for the mouse on the website. I was told id need to submit a photo of the serial number on the mouse but I informed the person helping me that it was worn, I asked if I could take the serial number from the original box that I still had and place it on the mouse in the photo. I was told twice by him this would be fine. I then proceed to destroy the mouse (the mouse was still working before I destroyed it) and submit all necessary documentation and such that I was asked for. Then I was sent an email today saying I was denied and the ticket was again closed without explaining anything. When I tried making another ticket to ask why this happened and if there is nothing anyone can do at this point but then got a notification that my zendesk account has been suspended and I can no longer submit tickets. It was case #

Abysmal customer support. Mouse purchased from them was defective, a known defect that they had been addressing for nearly a year. Rather than handle in a proper manner (which had been done for previous customers), they insisted on me destroying my mouse before they would credit me on their site, and then what was supposed to be 7 day shipping (they refused to expedite for free, despite it being their fault the product was defective), turned into two weeks shipping, during which I had no mouse. Other customers reported to me that they'd either received replacement parts without having to destroy their device, or a completely new device without having to destroy their defective device. These guys honestly don't deserve to be in business.

Abysmal customer support. Mouse purchased from them was defective, a known defect that they had been addressing for nearly a year. Rather than handle in a proper manner (which had been done for previous customers), they insisted on me destroying my mouse before they would credit me on their site, and then what was supposed to be 7 day shipping (they refused to expedite for free, despite it being their fault the product was defective), turned into two weeks shipping, during which I had no mouse. Other customers reported to me that they'd either received replacement parts without having to destroy their device, or a completely new device without having to destroy their defective device. These guys honestly don't deserve to be in business.

Abysmal customer support. Mouse purchased from them was defective, a known defect that they had been addressing for nearly a year. Rather than handle in a proper manner (which had been done for previous customers), they insisted on me destroying my mouse before they would credit me on their site, and then what was supposed to be 7 day shipping (they refused to expedite for free, despite it being their fault the product was defective), turned into two weeks shipping, during which I had no mouse. Other customers reported to me that they'd either received replacement parts without having to destroy their device, or a completely new device without having to destroy their defective device. These guys honestly don't deserve to be in business.

Abysmal customer support. Mouse purchased from them was defective, a known defect that they had been addressing for nearly a year. Rather than handle in a proper manner (which had been done for previous customers), they insisted on me destroying my mouse before they would credit me on their site, and then what was supposed to be 7 day shipping (they refused to expedite for free, despite it being their fault the product was defective), turned into two weeks shipping, during which I had no mouse. Other customers reported to me that they'd either received replacement parts without having to destroy their device, or a completely new device without having to destroy their defective device. These guys honestly don't deserve to be in business.

Early this week my wireless adapter for my rival 650 stopped working so I sent in a support ticket asking if there was a way I could get a replacement part or buy the adapter without buying the rest of the mouse (the mouse worked fine otherwise) I was told I could receive a new mouse when I showed proof of purchase with the receipt. I informed the person helping me that I no longer had the receipt. The ticket was then closed by the same support person without saying anything else. I then opened another ticket asking if there was any other way I could purchase the adapter or fix this problem. I was then told by the support person that I could submit proof of destruction and that I would be given a code for the mouse on the website. I was told id need to submit a photo of the serial number on the mouse but I informed the person helping me that it was worn, I asked if I could take the serial number from the original box that I still had and place it on the mouse in the photo. I was told twice by him this would be fine. I then proceed to destroy the mouse (the mouse was still working before I destroyed it) and submit all necessary documentation and such that I was asked for. Then I was sent an email today saying I was denied and the ticket was again closed without explaining anything. When I tried making another ticket to ask why this happened and if there is nothing anyone can do at this point but then got a notification that my zendesk account has been suspended and I can no longer submit tickets. It was case #

Early this week my wireless adapter for my rival 650 stopped working so I sent in a support ticket asking if there was a way I could get a replacement part or buy the adapter without buying the rest of the mouse (the mouse worked fine otherwise) I was told I could receive a new mouse when I showed proof of purchase with the receipt. I informed the person helping me that I no longer had the receipt. The ticket was then closed by the same support person without saying anything else. I then opened another ticket asking if there was any other way I could purchase the adapter or fix this problem. I was then told by the support person that I could submit proof of destruction and that I would be given a code for the mouse on the website. I was told id need to submit a photo of the serial number on the mouse but I informed the person helping me that it was worn, I asked if I could take the serial number from the original box that I still had and place it on the mouse in the photo. I was told twice by him this would be fine. I then proceed to destroy the mouse (the mouse was still working before I destroyed it) and submit all necessary documentation and such that I was asked for. Then I was sent an email today saying I was denied and the ticket was again closed without explaining anything. When I tried making another ticket to ask why this happened and if there is nothing anyone can do at this point but then got a notification that my zendesk account has been suspended and I can no longer submit tickets. It was case #

I purchased the Arctis Pro Wireless Headset on Black Friday. After I received it, I did a couple of firmware updates from their website. The second update made my control wheel hyper sensitive and unresponsive at times. I requested a refund and was approved: see IR***. I sent my headset back as instructed through *** tracking # *** If you search the tracking number through ***, then you will see that *** signed for receiving my headset on January 8, 2019. I have yet to receive a refund. The customer service representative that was originally handling my ticket refuses to use common sense and investigate this matter for me. From the other complaints that I have read, it does sound like this company doesn't like to issue refunds nor satisfy customer needs like a traditional American business. As of right now, they keep telling me their warehouse hasn't received my package, but all indications say that they have if they would just look up the tracking number that I have provided. The Customer Service Rep, Liam N., refuses to answer, "Who signed for my package; Who is M I would greatly appreciate someone else researching this case to get this matter resolved. At this point, I have neither my money back nor a headset. I will even accept another new headset like the one I purchased (white), see Invoice # *** Thank you,
Paul

I purchased the Arctis Pro Wireless Headset on Black Friday. After I received it, I did a couple of firmware updates from their website. The second update made my control wheel hyper sensitive and unresponsive at times. I requested a refund and was approved: see IR***. I sent my headset back as instructed through *** tracking # *** If you search the tracking number through ***, then you will see that *** signed for receiving my headset on January 8, 2019. I have yet to receive a refund. The customer service representative that was originally handling my ticket refuses to use common sense and investigate this matter for me. From the other complaints that I have read, it does sound like this company doesn't like to issue refunds nor satisfy customer needs like a traditional American business. As of right now, they keep telling me their warehouse hasn't received my package, but all indications say that they have if they would just look up the tracking number that I have provided. The Customer Service Rep, Liam N., refuses to answer, "Who signed for my package; Who is M I would greatly appreciate someone else researching this case to get this matter resolved. At this point, I have neither my money back nor a headset. I will even accept another new headset like the one I purchased (white), see Invoice # *** Thank you,
Paul

I purchased the Arctis Pro Wireless Headset on Black Friday. After I received it, I did a couple of firmware updates from their website. The second update made my control wheel hyper sensitive and unresponsive at times. I requested a refund and was approved: see IR***. I sent my headset back as instructed through *** tracking # *** If you search the tracking number through ***, then you will see that *** signed for receiving my headset on January 8, 2019. I have yet to receive a refund. The customer service representative that was originally handling my ticket refuses to use common sense and investigate this matter for me. From the other complaints that I have read, it does sound like this company doesn't like to issue refunds nor satisfy customer needs like a traditional American business. As of right now, they keep telling me their warehouse hasn't received my package, but all indications say that they have if they would just look up the tracking number that I have provided. The Customer Service Rep, Liam N., refuses to answer, "Who signed for my package; Who is M I would greatly appreciate someone else researching this case to get this matter resolved. At this point, I have neither my money back nor a headset. I will even accept another new headset like the one I purchased (white), see Invoice # *** Thank you,
Paul

I purchased the Arctis Pro Wireless Headset on Black Friday. After I received it, I did a couple of firmware updates from their website. The second update made my control wheel hyper sensitive and unresponsive at times. I requested a refund and was approved: see IR***. I sent my headset back as instructed through *** tracking # *** If you search the tracking number through ***, then you will see that *** signed for receiving my headset on January 8, 2019. I have yet to receive a refund. The customer service representative that was originally handling my ticket refuses to use common sense and investigate this matter for me. From the other complaints that I have read, it does sound like this company doesn't like to issue refunds nor satisfy customer needs like a traditional American business. As of right now, they keep telling me their warehouse hasn't received my package, but all indications say that they have if they would just look up the tracking number that I have provided. The Customer Service Rep, Liam N., refuses to answer, "Who signed for my package; Who is M I would greatly appreciate someone else researching this case to get this matter resolved. At this point, I have neither my money back nor a headset. I will even accept another new headset like the one I purchased (white), see Invoice # *** Thank you,
Paul

(RMA #***) To start off the incident, I was woken in the middle of the night (Thank God) to the smell of burnt electronics and plastic or something, couldn't really make it out I couldn't figure out where it was coming from, my fire alarm went off, this is tied into my security system, they called explained the problem and the next thing I know the fire department is at my house waking up my 3 year old daughter at 2:30AM..... During this time the smell got worse, next thing I know they are ripping the box and headset that had now had melted foam ear pads on one side removed the batteries put them in a separate silver padded bag, and the headset and base each in their own bags. I had just set up the headset the day before, put the battery that went dead extremely fast into the charger set the headset on top. If it weren't for the fire alarm and the fire department showing up I was informed that this would have turned out very bad. The fast discharge of the battery shows that there may have been some sort of defect with the battery, or maybe with the charging station. Either way I am out of a headset in less than 4 days of owning it. After I filed the RMA I was told to mess with the headset just so I can send them a picture of it destroyed. So not only was my family put in danger, and billed for the fire department coming to my house, you now want me to pick up the headset and mess with it after a major malfunction with the battery. I can't believe that you would ask your customers to be put back in harms way after something like this. I have the box and the receipt. That is all I am willing to mess with. If you think for one minute I'm going to do what you asked just for a freaking picture so I can get something that your company made replaced then you guys are a horrible choice for anyone to buy product from. Man this really ticks me off.

(RMA #***) To start off the incident, I was woken in the middle of the night (Thank God) to the smell of burnt electronics and plastic or something, couldn't really make it out I couldn't figure out where it was coming from, my fire alarm went off, this is tied into my security system, they called explained the problem and the next thing I know the fire department is at my house waking up my 3 year old daughter at 2:30AM..... During this time the smell got worse, next thing I know they are ripping the box and headset that had now had melted foam ear pads on one side removed the batteries put them in a separate silver padded bag, and the headset and base each in their own bags. I had just set up the headset the day before, put the battery that went dead extremely fast into the charger set the headset on top. If it weren't for the fire alarm and the fire department showing up I was informed that this would have turned out very bad. The fast discharge of the battery shows that there may have been some sort of defect with the battery, or maybe with the charging station. Either way I am out of a headset in less than 4 days of owning it. After I filed the RMA I was told to mess with the headset just so I can send them a picture of it destroyed. So not only was my family put in danger, and billed for the fire department coming to my house, you now want me to pick up the headset and mess with it after a major malfunction with the battery. I can't believe that you would ask your customers to be put back in harms way after something like this. I have the box and the receipt. That is all I am willing to mess with. If you think for one minute I'm going to do what you asked just for a freaking picture so I can get something that your company made replaced then you guys are a horrible choice for anyone to buy product from. Man this really ticks me off.

(RMA #***) To start off the incident, I was woken in the middle of the night (Thank God) to the smell of burnt electronics and plastic or something, couldn't really make it out I couldn't figure out where it was coming from, my fire alarm went off, this is tied into my security system, they called explained the problem and the next thing I know the fire department is at my house waking up my 3 year old daughter at 2:30AM..... During this time the smell got worse, next thing I know they are ripping the box and headset that had now had melted foam ear pads on one side removed the batteries put them in a separate silver padded bag, and the headset and base each in their own bags. I had just set up the headset the day before, put the battery that went dead extremely fast into the charger set the headset on top. If it weren't for the fire alarm and the fire department showing up I was informed that this would have turned out very bad. The fast discharge of the battery shows that there may have been some sort of defect with the battery, or maybe with the charging station. Either way I am out of a headset in less than 4 days of owning it. After I filed the RMA I was told to mess with the headset just so I can send them a picture of it destroyed. So not only was my family put in danger, and billed for the fire department coming to my house, you now want me to pick up the headset and mess with it after a major malfunction with the battery. I can't believe that you would ask your customers to be put back in harms way after something like this. I have the box and the receipt. That is all I am willing to mess with. If you think for one minute I'm going to do what you asked just for a freaking picture so I can get something that your company made replaced then you guys are a horrible choice for anyone to buy product from. Man this really ticks me off.

(RMA #***) To start off the incident, I was woken in the middle of the night (Thank God) to the smell of burnt electronics and plastic or something, couldn't really make it out I couldn't figure out where it was coming from, my fire alarm went off, this is tied into my security system, they called explained the problem and the next thing I know the fire department is at my house waking up my 3 year old daughter at 2:30AM..... During this time the smell got worse, next thing I know they are ripping the box and headset that had now had melted foam ear pads on one side removed the batteries put them in a separate silver padded bag, and the headset and base each in their own bags. I had just set up the headset the day before, put the battery that went dead extremely fast into the charger set the headset on top. If it weren't for the fire alarm and the fire department showing up I was informed that this would have turned out very bad. The fast discharge of the battery shows that there may have been some sort of defect with the battery, or maybe with the charging station. Either way I am out of a headset in less than 4 days of owning it. After I filed the RMA I was told to mess with the headset just so I can send them a picture of it destroyed. So not only was my family put in danger, and billed for the fire department coming to my house, you now want me to pick up the headset and mess with it after a major malfunction with the battery. I can't believe that you would ask your customers to be put back in harms way after something like this. I have the box and the receipt. That is all I am willing to mess with. If you think for one minute I'm going to do what you asked just for a freaking picture so I can get something that your company made replaced then you guys are a horrible choice for anyone to buy product from. Man this really ticks me off.

I have been trying for months to solve the issue with the device I bought from steelseries which is that the surround sound doesn't work as well as the sound to randomly stop working when the wireless headset connects with the transmitter box. Once I made certain the problem came from the device, I contacted SteelSeries's support when it took 2 months to get me on a Warranty claim process. Before this, the support agent was trying to educate me on how audio works rather than helping me fixing the issue. Once I got a new support agent, I got the Warranty claim ongoing while the agent asked me to "destroy" the device. Quote: "Please break off the left ear cup completely." and then I'd had to take a picture as proof. I think forcing me to destroy my property to proceed with a Warranty claim is Mischief and I believe it being illegal.
I proposed them to send a replacement device of same model to a BestBuy shop near me to make a fair exchange, they did not get back to me regarding this option and kept on requesting me to destroy my device.
The main thing is that voluntarily and manually breaking the device my self would make the Warranty to not be claimable anymore. Since that, I do not trust SteelSeries to fulfill their obligation to deliver a replacement device of same model to me once I break the device, plus, they could legally never send me the replacement if I voluntarily break it.
Plus, after seeing their support service, I might be waiting for more than 3 months before getting my replacement shipped. I feel like they seriously do not care about legal rights as well as their customers.

TLDR: SteelSeries refuses to proceed with my Warranty claim after proving the device is malfunctioning. They are forcing me to destroy the device (which I think is Mischief and therefor illegal) and give me their word that they will process it once I "voluntarily" destroy it. (Voluntarily destroying the device would invalidate the warranty)

Thank you.