Voyetra Turtle Beach, Inc.

Review: I purchased a PX3 Turtle Beach headset through a retailer at [redacted] in October. In January it started to become defective. Essentially the headset itself started to just come apart as one of the pieces of the shielding came off of it. Then the headset kept shutting itself off in windows. I asked for help from customer service. It took about 10 days for a response. This is not timely customer service. It's even worse when I explain the problem and I get a form letter response. After this happened I discovered there is now a short in the headset as the headset started smoking and became very hot. I was afraid of it catching fire so I unplugged it.

I did get another reply from customer service who told me that I should pay money to ship the product back to them after I already paid money for their product which is broken. It's not my fault they sold me something that they did not build properly in the first place. I am disabled. I do not drive. I cannot print out an RMA which they sent me. I told them this. Instead of waiting yet another 10 days for a response I got NO response this time when I tried to communicate them this.

I called on the phone for customer service. The representative must have extremely low standards for customer service as she thought that 10 days was perfectly acceptable. Other companies give same day responses and help people out that day. Logitech even went so far as to send me out a brand new headset that was better than the one I purchased when I had an issue with the one I purchased from them. They even sent it first so I wouldn't be without a headset and sent me an RMA label.

I tried to explain to the customer service representative that I do not drive and I am disabled. She did not care. She simply made excuses told me "the company gave me support" when they gave me no support, did not even read the trouble tickets, ignored my responses, and then continued to berate me on the phone and cut me off at every step of the phone call. I finally decided I had enough and hung up the phone on her. She was not listening to me, did not care to, and did not want to fix the problem.

Now I sit with a headset that I cannot use because it is a fire hazard. I'm extremely unhappy with the product. Enough that as of right now I will NEVER buy another Turtle Beach product and I will tell everyone I know not to buy their products, and warn them of their terrible customer service and shameful business practices.Desired Settlement: I want some sort of reparation for this product. This treatment is inexcusable.

Consumer

Response:

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

Review: After 5 days customer support has not contacted me. After sending 3 emails the servers have denied me from sending more emails to contact them.

Business

Response:

Hello [redacted],We're very sorry to hear of the trouble you've had with your headset and with not seeing the response from our Tech Support team, though on our end, it had appeared that we did issue you a timely response. According to our records, you had first submitted a support request via [redacted] on 7/*/2015, but you should have seen an automated e-mail confirmation just a few minutes later, and then an e-mail reply from our Tech Support team on 7/*/2015.Our Tech Support team will send a new e-mail message to you by 5:00 PM Eastern Time today (7/**/2015). If you don't see it in your inbox, please check your spam/junk folder for a new message from [redacted]. But if you still don't see the e-mail message from our Tech Support team, instead of visiting our Contact Support page again, please use your regular e-mail program to send a fresh e-mail directly to [redacted], and include your case number, which is [redacted]. We will be happy to assist you from there.Sincerely, The Turtle Beach Technical Support Team

Review: I had purchase a headset recon 50x for my xbox one in December will my wife did as a gift. I played about 30day and the mic boom has gone out. 1st I tired to do the support page help and they say add serial number and it does not work any way I do it so I finally got hold of them and they say do not add serial number for your head phone it does not work. so I finally got to send a email. I waited the two business days and no response try to call no answer. So I sent one more and still nothing and it been 5 business day finally call and they tell they are behind I'm like what that got do with warranty longer you take less time I have for warranty and she said not my problem you just have to wait so not getting any help and not having great customer service that how they treat veterans and people who spend money on a product that not great might as will go with different company.Desired Settlement: I want my headset fix so I know they care about customer or I want my money back asap either way I need a replacement fast or my money back so ican go with different company. Because it seems as they don't care about there customers at all.

Review: I ordered Turtle Beach's PX22 headset on July [redacted], 2015. When it arrived, it was missing the auxiliary cable that was supposed to be included, rendering the headset unusable. I filed a support ticket on October [redacted], 2015 requesting a replacement after searching multiple places, including Turtle Beach's own website, for a replacement auxiliary cable, only to find that it is the only cable included with the PX22 that they do not directly sell replacements for. I received a notice on October [redacted], 2015 saying that the replacement auxiliary cable has been authorized for shipment. As of this writing, November [redacted], it has still not arrived, and my attempts to contact Turtle Beach about this issue have been ignored.Desired Settlement: I demand a full refund for the PX22 headset seeing as I am unable to use it and Turtle Beach has failed to supply me with a replacement for the part that they did not include in the package.

Consumer

Response:

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

Product was defective out of the box and after 3 weeks of emails Turtle Beach wants me to send the adapter back so they can send me a new one. This leaves me without the use of the headset. The customers inconvenience is the least of their concerns. New headset and now you have to wait until we get your adapter before we send you one that works.

Review: I have bought at least 5 pairs of turtle beaches and to my surprise each price range were all worthless. I paid well over $300.00 for all my turtle beaches. I did not have the money to buy an very expensive pair at one time. so they are worthless after a few monthsDesired Settlement: For the amount of money I have spend I want a decent pair. that is as equal. Fair is fair and if turtle beach can not be fair then I don't want their business.

Business

Response:

We are in contact with our Customer [redacted] so that we can resolve this complaint.

Sincerely

Review: I purchased a headset from Turtle Beach, and not long after the device suffered a wiring short. 3 times i've had to send in the unit for a replacement, and now, the 4th unit i've owned, due to poor positioning, has an exposed wire which will lead to a short. Due to this poor positioning I cannot fix the issue myself, and i'm tired of having to waste my own time sending these units back. This will be the 4th time i've been through this situation and obviously this series of product is defective.Desired Settlement: All I want is a refund of my original payment. I will send back the headset gladly to be rid of this situation and not have to deal with it again. I DO NOT want to exchange for another defective product. I want to save myself, and Turtle Beach customer service's time by just returning the product and getting a refund to buy a better brand of headset.

Business

Response:

Hello [redacted],We are sorry to hear of the difficulty you experienced with your product. We offer a warranty on our products which covers them against defects in materials and workmanship for one-year from the date of purchase. According to our records, when you originally contacted us on 5/*/2013, you indicated that your product was purchased on 4/*/2013, meaning that the one-year warranty has since expired.We are happy to replace products as necessary during the one-year warranty period. When a product is replaced under the warranty, the original one-year warranty period is not reset or extended. That said, we last issued you Return Merchandise Authorization (RMA) instructions on 11/**/2013, which itself was over a full year ago. At this point, the one-year warranty has long since expired, and we will not be able to replace the product. The warranty explicitly does not provide for a monetary refund. We are only able to offer refunds on items purchased directly on turtlebeach.com within 30 days of the original purchase date.The details of our warranty are found at [redacted], and information regarding our return/refund policy is found at [redacted].If you have additional questions, please contact us by writing to [redacted] and referring to Case Number [redacted].Sincerely,The Turtle Beach Support Team

Review: Turtle Beach had within the year sent me a replacement headset for one that was originally broken,,,,now the one that they sent has wires clearly breaking and falling apart at the base of the headset itself--iI ask for this to be replaced but they state because the originally item that was replaced they are not liable for the 2nd unit--- My argument is that the 2nd item was also defective and should be warrantied also and was given to use within the last year,,,,, they are not standing behind their product and honoring the warranty that came with the 2nd unit too---It was originally sent directly from them hence they should honot it's warranty just like any other product they sell--------------plain and simple 2nd unit sent to us is defective too and they refuse to replace it !!Desired Settlement: I just want them to replace the unit with another one and honor their items warranties

Business

Response:

Hello [redacted],We are very sorry to hear of the difficulty you have experienced.Our products are covered against manufacturing defects for a period of one year from the original date of purchase. When a product is replaced under warranty, the original one-year warranty period is not reset or extended. Our records indicate that the original product was purchased in 12/**/2013. Turtle Beach had issued you a replacement unit on 4/*/2014, which indeed was over a full year ago. On 8/*/2015, you had reached out to Turtle Beach about the April 2014 replacement, but at this point, the one-year warranty on this purchase has long since expired. Unfortunately, we will not be able to replace the product in this case. For the full details of our one-year warranty, please refer to [redacted].Sincerely,The Turtle Beach Support Team

Consumer

Response:

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:

[Your Answer Here]

from my understanding second set was not sent to me the in time frame you mentioned and was actually much later in the year . If your products can not last more than 1 year you should be ashamed of your products!! To have 2 sets of headphone fall apart is disgraceful and you should honor your warranty for EVERY PRODUCT not an original timeframed product as you mention--So no I am not satified

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

Sincerely,

Review: Sent in for headset breaking which is a warranty issue. Sent headset by ups to them and ups said they received it September *. I've been calling once a wk in the beginning of October to find out the status. They had no record of them getting it so I had to provide evidence that I did, gave them a tracking number and 2days later they found it and processed my case. It's past the delivery date that they have on it and have no clue why it's not sent out, but the customer service people can't do anything as its on the warehouse to do the job. All they can tell me is sorry and maybe it will go out soon and watch for a email. I have emails from them saying 10-14days. It's well past that. And they are doing nothing to composite me for the issue. This issue I had with the headset breaking is a top concern for everyone, my coworkers also had the same headset and sent it in before and got a new headset in a timely manner. There excuses of relocating has ran out. It's time they are held responsible for their poor services.Desired Settlement: A refund would be nice as I'm in my one year warranty. Bought the headset December ** 2014. With alittle extra has hassle and over the 14day return as told by the email I still have. Don't want to receive another bad headset bc I went this far and have to go thru this again.

Business

Response:

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

Consumer

Response:

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,

Review: I purchased my initial set of TB 800 elite in mid November. They stopped pairing in three weeks. I sent them in for replacement which took almost two additional weeks. The next set I received was unpaired out of the box and I was unable to pair as was the case with my first set. I returned that set for another which was sent, I upgraded the firmware per instruction and there is now a hum in the earphone when noise cancellation is turned on (acknowledged a known issue) by TB tech. I returned that set and was sent another, unpaired after less than two weeks and will not pair... Long story short, now SEVEN sets later and every single set becomes unpaired and will not pair. All troubleshooting steps prescribed have been followed to exact recommendations. This is unacceptable!Desired Settlement: I have sent the last pair back ever.... If the next set I receive does not work as expected, I expect to be refunded IN FULL!