Voyetra Turtle Beach, Inc.

Hello Clay,We thank you for your patience in regards to any delayed responses to you; the representative handling your case has issued you an e-mail reply earlier today. The message you sent to our Tech Support team on 7/*/2016 contained vulgar language; going forward, we kindly ask that you only...

communicate with our staff in a courteous, respectful tone.Regarding your headset, we're sorry to hear that you're having trouble with your Stealth 500X. We do stand by the quality of our products, and we offer a one-year manufacturer's warranty to keep them covered against defects. However, please understand that the Turtle Beach warranty only applies to products that are purchased new (not secondhand or used) from an authorized retailer, and only to the original purchaser of the product. That said, our Technical Support team is happy to provide troubleshooting assistance for Turtle Beach headsets even if the warranty is not valid. Based on the eBay proof of purchase you provided on 6/**/2016, the item you purchased was listed as "Open Box", meaning this is a secondhand/used item, and is not covered under warranty. We cannot guarantee the quality or performance of an open-box item that is being resold by an unauthorized re-seller on eBay. Unfortunately, we will not be able to replace the product in this case.For the full details of our warranty, please visit: [redacted] Sincerely,The Turtle Beach Technical Support Team

Hello [redacted],
You indicated to the Revdex.com that you purchased your product on 11/**/2012, but you had originally given 3/*/2012 as the purchase date to Turtle Beach. However, in either case, the one-year warranty on your product has expired and we are unable to provide a replacement. 
Sincerely,
The Turtle Beach Technical Support Team

Hello [redacted],We had received an e-mail from you on 3/**/2015, and we issued a reply to you on 3/**/2015, but it appears that was the message you never received; it might be possible that that message was routed mistakenly to your Gmail account's Spam folder or Promotions Inbox. Please understand that...

according to our records, we had sent you a prompt reply on 3/**, simply to confirm the place of purchase. When you first filled out our online support form at [redacted], you had selected "[redacted] - Private Seller" on the "Place of Purchase" field. Our one-year manufacturer's warranty does cover our products against defects, but the warranty is only valid on new purchases; the warranty is void on any second-hand or used items, such as those sold by private/unauthorized sellers on [redacted]. The full terms of our warranty are posted at [redacted].We see that you have gotten back in touch with our Technical Support team, and have been communicating this week. We will be happy to get this matter resolved for you. For further correspondence, please continue to reply to the e-mails you receive from [redacted], and our Tech Support team will take care of you from there. Sincerely,The Turtle Beach Technical Support Team

Revdex.com:At this time, I have not been contacted by Voyetra Turtle Beach, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hello [redacted],We're sorry to hear of the trouble you're having with your product, but our Technical Support team is ready to assist you. It seems we have no record of an e-mail from your name or e-mail address, but Tech Support will reach out to you today (9/**/2015) via e-mail to help you...

troubleshoot. Please be on the look-out for a new message from [redacted], and be sure to keep an eye on your "Spam" folder or "Promotions Inbox". Thank you for choosing Turtle Beach!Sincerely,The Turtle Beach Tech Support Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The email from yesterday is attached. Another ship date. To be delivered on October [redacted] yet the email was given to me on the [redacted]. Poor service on your end. As the headset has a continued defect for the headbands how does this new 3month warranty going to help me in the future when it took 8months to wear out. As other cumsomers have said, upgrade the cheap plastic and add a piece of sheet metal. As the Afterglow products have this metal and are cheaper. Satisfaction with the headset on breaking will never be satisfied with anyone till this is fixed. Your losing customers bc of the issue. So what am I to do with a brand new headset that still has a defect with 5months left on a warranty? I do appreciate the free ghetto P12 that I'll just try and sell, try being the key word for a horrible headset....... It's horrible that I had to go here to Revdex.com to fix a issue. I thank them for getting you to actually jump to my case and get y'all to work when y'all thought I was a joke and could push me around. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted],We do apologize for the inconvenience that the shipping delays have caused, and we sincerely appreciate your patience as we work through the backlog of shipments. Our Technical Support team has sent you an e-mail containing the tracking info for your replacement goods. Please check your...

inbox for new messages for [redacted] regarding the tracking numbers and to address your concerns about customer satisfaction. Thank you for choosing [redacted].Sincerely,[redacted] Technical Support Team

Hello [redacted],We do apologize for the delays in getting your replacement headset shipped back out to you, and we sincerely appreciate your patience during Turtle Beach's transition to a new shipping facility. We're sorry for the repeat trouble you experienced with our products, but none of our...

products is designed to fail, and we are happy to have your product covered by our one-year manufacturer's warranty. The details of our warranty can be found at [redacted]. Your new headset is set to ship out from our warehouse, and the Tech Support team has e-mailed you the [redacted] tracking number for that shipment. Please double-check your e-mail account's spam/junk folders for a new message from [redacted] if the tracking information doesn't appear in your inbox already. Sincerely,The Turtle Beach Technical Support Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Yes, if you refer to the original complaint, and all subsequent replies I have given, I have myself stated that I was just past the warranty date.  The one that you have made it very clear you intend to cower behind hoping I will go away. 
Meanwhile, Astro gaming was happy to accept my business (at almost $400) with professionalism and integrity.  You can keep your cheap plastic products, deteriorating reputation, and customer disservice.
Revdex.com, I do not wish to receive further replies from this company as our dispute shall not be solved.  This complaint is NOT to be closed as "resolved".  This complaint is to be classified as unresolved and further degrade this company's Revdex.com rating, which they care about as much as their customers.
Sincerely,
[redacted]

Hello [redacted],We are sorry to hear of the trouble you've encountered with your product. Turtle Beach does handle all troubleshooting and warranty claims exclusively through e-mail, and we respond to all inquiries in the order they are received. We do have a policy of communicating with all our...

customers in a courteous, professional manner, whether via e-mail or over the phone, so no one should have spoken to you in such a manner. For cases of warranty replacement service, we do ask that customers allow up to 10 to 14 business days for the replacement goods to ship out, as per the RMA instructions you received and the RMA procedure info found on our website: [redacted]Our Technical Support team has provided you with the appropriate RMA instructions. Once we receive your package, we will be happy to issue you the replacement goods you need, per the one-year manufacturer's warranty, as you request.Sincerely,The Turtle Beach Technical Support Team

Revdex.com:
My issue has been resolved by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. They Acted promptly with an appropriate fix but really wish they would have emailed me that they were...

fixing so I would have avoided the complaint. Thank you.
Sincerely,
[redacted]

One of the absolute worst companies I have ever dealt with. I ordered a headset over a week ago and it hasn't even left their facility yet. I've called customer service and was told, with quite a bit of attitude might I add, to just send an email to sales and they'll look into it. I just called again and was greeted with the same amount of attitude. I was going to cancel my order and ask for a refund but I was far too irritated, and she would probably end up telling me to send an email or show me how much she didn't feel like doing her job today. Turtle Beach is a joke in terms of customer service and business ethics. I highly recommend spending your money elsewhere on a company that will value your business.

Review: okay so I bought a Turtle Beach Ear Force xp400 Headset from these guys and one night I left it to charge so I could use it the next day as I always do. I took it off of charge, proceeded to put on the headset and power it on. It did not power on. I checked all the wiring all the troubleshooting online and even the manual to see if I could resolve this issue but I could not. By this time I tried to contact their support team to see if I could get well, support. I sent them an Email and got a respond that told me to put the headset on charge for 6-12 hours then hold down the mute button for 15 seconds to make the headset go into a hard shutdown(this was literally in the troubleshoot on the internet). After that they said to charge the headset and it will power on, if nothing happened, they said to reply to the email saying what happens. IT DID NOT POWER ON. I proceeded to tell them this in a reply to the email, they are yet to respond. I SENT THAT EMAIL IN FEBRUARY, IT'S NOW MAY!!! I NEED HELP.Desired Settlement: I want a Replacement not a Repair anymore of this product because of the POOR EXCUSE OF CUSTOMER SERVICES. I spent over 200 US dollars on this product and I expect a full Replacement.

Business

Response:

Hello [redacted],We had received an e-mail from you on 3/**/2015, and we issued a reply to you on 3/**/2015, but it appears that was the message you never received; it might be possible that that message was routed mistakenly to your Gmail account's Spam folder or Promotions Inbox. Please understand that according to our records, we had sent you a prompt reply on 3/**, simply to confirm the place of purchase. When you first filled out our online support form at [redacted], you had selected "[redacted] - Private Seller" on the "Place of Purchase" field. Our one-year manufacturer's warranty does cover our products against defects, but the warranty is only valid on new purchases; the warranty is void on any second-hand or used items, such as those sold by private/unauthorized sellers on [redacted]. The full terms of our warranty are posted at [redacted].We see that you have gotten back in touch with our Technical Support team, and have been communicating this week. We will be happy to get this matter resolved for you. For further correspondence, please continue to reply to the e-mails you receive from [redacted], and our Tech Support team will take care of you from there. Sincerely,The Turtle Beach Technical Support Team

Review: I purchased 2 gaming headset that had defective wiring which caused me to be unable to communicate with other online players.Desired Settlement: Give me what I paid for twice. X41 and X42 headset wiring or replace them.

Business

Response:

Hello [redacted],

We are sorry for the trouble you have had with your X42 headset. Our retail products are covered against defects in materials and workmanship for one year from the date of purchase. The details of our warranty are posted at <[redacted]

You indicated to the Revdex.com that your X42 headset was purchased on 3/**/2013 and that the problem occurred on 3/**/2014.

I also understand that you had submitted a technical support request via [redacted]> last night. According to our technical support team, it appears that your X42 headset is functioning properly, but the Talkback Cable has failed. For further assistance with your warranty claim, be on the look-out for an e-mail from our support team. Our technical support team typically responds to inquires within one business day, so they will be happy to assist you with this.

For products whose one-year warranty has expired, such as your older X41 headset, replacement XTC Talkback Cables are available for purchase on TurtleBeach.com. Here is a direct link to the replacement cable you would need: [redacted]

For additional questions, please reply to the e-mail from our support team, and they will be able to help you from there.

Thank you!

MT

Review: I had purchased a PS3 digital surround sound headset at a retail store which included a digital DSS conversion box and appropriate cables. A few months after purchasing the product it had failed and parts of it stopped working properly. I contacted customer support and the product was under warranty and could be replaced. I was instructed to return ALL parts including cables to the company which was confusing because the support representative asked me not to send in this DSS box and cables but I had gotten an email from him after the fact instructing me to send in ALL equipment. I packaged up the equipment and in it's entirety. They preplaced the headset only and did not send back in the DSS box or associated cables. I contacted customer support back who is now argueing with me stating that they asked me not to send these in which I did. They further went on to say that they catalog everything that gets returned to them and the person who received the equipment failed to acknowledge that I sent them the DSS box and the cables. As a result I did not get my DSS box and cables that I purchased and sent to the them.

RMA NUMBER IS: RMA-[redacted]Desired Settlement: I would just like an apology from the this company for the confusion and accusations. I would also like them to make the instructions more clear and ultimately I need to have the return or replacement of the DSS box and necessary cables.

Business

Response:

We have already sent the disputed items to [redacted] via RMA-[redacted] so that we can resolve this complaint.

Sincerely,

Customer service is poor, the only way to communicate is email and its on a first come first serve. Since I made contact I've received one email in 5 days and still waiting. How poorly built is this product to have such a long waiting period.

Review: I had preordered the Turtle Beach Elite 800x back in April and it released at the end of may. I was suppose to get some free plates, card, and Tshirt with the elite membership, I have yet to receive them and it's been over 2 months. There website says due to high demand they are delayed. I had emailed them back in June about it and they responded with something like they had forgot about those orders and are working to take care of them. I emailed them 2 weeks ago and no response and they say they will get back in 1-2 days, couple days ago emailed them again and yet again no response cause I was emailing them about a order, so today I tried a different tactic and emailed them saying my headset wouldnt sync and what to you know within 1 hour I got a response so I proceed to tell them that I wasn't having problems it was a test to see if they would respond and told them my real problem and have yet to respond. All I want is the stuff that was promised to me with my headset I payed $300 for it and had it preordered I don't think there was that many people that bought it to put them this far behind, the headset wasn't out of stock anywhere, it's just sad that they won't respond and never even emailed me to tell me the stuff going on I had to reach out to them to find this outDesired Settlement: I would like my order to be finished, or be one of the top priorities, I have been waiting for over 2 months and they just keep releasing headsets when they can't even complete orders that they have

Consumer

Response:

At this time, I have been contacted directly by Voyetra Turtle Beach, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

They contacted me but its just the same email they have been sending me it's going on 4 months now, don't see how they can be that far behind

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On September ** I contacted Turtle Beach to send my headset in for repairs. On September ** Turtle Beach created a repair order/RMA and sent me a shipping label. That day I mailed it to them. They received it on September **. They sent me an email saying they received it on the [redacted] though and that my replacement headset would be shipped out within 10-14 days. On October * they said that my RMA was "received and logged at their processing facility". They stated in the email that most replacements are carried out within 2-3 days but my replacement headset should ship no later than October **. On October ** I contacted them asking for an update and on October ** they said they put in a ticket with the warehouse to speed up the process. I replied that day and stressed how ridiculous this whole ordeal has been. On October **, a Friday, they replied stating that many headsets will be shipped out by the end of the week. I know that Post Offices are closed on Sundays so it's pretty much the end of the week already. Today, I have yet to receive any info. I don't see any signs of it being shipped out anytime soon.Desired Settlement: I would like them to be held accountable for their guarantees/statements made. The product I've sent in for replacement is the 2nd one to break within a year and in the exact same spots. It's very poor design, almost like it's designed to break after months of general use. I will no longer be using their products.

Business

Response:

Hello [redacted],We do apologize for the delays in getting your replacement headset shipped back out to you, and we sincerely appreciate your patience during Turtle Beach's transition to a new shipping facility. We're sorry for the repeat trouble you experienced with our products, but none of our products is designed to fail, and we are happy to have your product covered by our one-year manufacturer's warranty. The details of our warranty can be found at [redacted]. Your new headset is set to ship out from our warehouse, and the Tech Support team has e-mailed you the [redacted] tracking number for that shipment. Please double-check your e-mail account's spam/junk folders for a new message from [redacted] if the tracking information doesn't appear in your inbox already. Sincerely,The Turtle Beach Technical Support Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We bought a defective product by Turtle Beach the manufacturer. The product was purchased from [redacted] in June 2015. While we have an extended warranty on the product and had we been dealing with Walmart, we would have had the product repaired or replaced by now. However since is still under the manufacturer's warranty, we are obligated to work through Turtle Beach to get this resolved. We let Turtle Beach know about the defective product via their website customer service in early December (I believe it was Dec *, 2015). Since then we get sporadic communication from them - several days after our initiation. They seem to think it is an issue with the product's mic and offered to send a replacement. However they have no idea of the ETA as the mic appears to be on back order. Since we are now entering upon 3 weeks of communication and NO resolve, I have requested they replace the entire product (Head phones which cost over $100). I have an 11 year old who asks me daily when his headphones will be working again.

Three days ago I asked this issue be escalated to a supervisor at Turtle Beach - no response. I called at 10 AM this morning and was told a Malcolm would call me back. No call back. I called again at 3:30 PM and was told he was in a meeting. At 5PM when I called again, the company was closed. I have been given the run around around for 3 weeks now. I either want our money back or a whole new replacement before Christmas.

My complaint number with turtle beach is [redacted]. Their phone number is ###-###-####Desired Settlement: Refund or a entirely new headphone set no later than Dec **, 2015

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,