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I bought the Dota 2 bundle some months ago and last month the right click started getting stiff on me to the point where I'll be playing Dota and not turn the direction I planned on because the right click didn't go down. I'm not one to make a fuss so rather than heading to the forums I google SteelSeries phone support. They don't have it, this to me is a red flag. I email them, no reply. I make an account with them on their website and get a ticket, the ticket gets passed around between not two but three different reps and none of them answer the majority of the questions I ask.
They then inform me I am approved for RMA, I figure this means they are shipping out a replacement. They tell me to read the guidelines, so I do. Their version of an RMA is that you mail the product out to California, and they then decide which parts are or aren't broken and issue a full or partial replacement or....your defective product back to you in the mail. I keep trying to ask them how I can be sure I will get a full replacement, no answer. I check the tracking, it arrived to their warehouse Friday morning. They haven't replied since then, so I am now asking the community if you have had a recent experience with SteelSeries was it similar to this, did you receive a full replacement, and how long did your replacement take?
I apologize if this seems like an empty complaint, I am asking specifically because I want to know if I need to buy a new mouse to game with in the mean time if this is going to take them several more days to reply. Since they require you to pay for your own shipping when sending the product back to them, I'm now about 85$ invested in a mouse with a bad right click, and a smudgy mouse pad that is sitting in a warehouse on the other side of the country.
This is not meant to be a jab at SteelSeries as their Siberia headset was a very good purchase, but this latest purchase and customer support can be described as delayed and unresponsive at best.
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You typically have to mail your product to the company with an RMA. I recently had to return a Cooler Master headset (which sucks, don't buy one) to be replaced. Wait another week before you complain to the company.
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I RMA'd a SteelSeries keyboard. Full replacement, very quick response and no issues that I remember. Bought direct from their website.
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Thanks for the info, it's been over a week now since according to my tracking it has been in their warehouse and zero replies. I'll just assume that this is an exception and that I've been unlucky. Without a phone number to call I don't know anything else to do unless a rep could post here.
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On April 25 2013 04:26 Oakenshield wrote:
Their version of an RMA is that you mail the product out to California, and they then decide which parts are or aren't broken and issue a full or partial replacement or....your defective product back to you in the mail.
As far as I know, this is how the RMA process works in every single company. I had to RMA a GPU to EVGA and the process was exactly the same and it went well, even tho the GPU they sent me back was defective but at least the 2nd time they took care of all the shipping cost. It took a while for my card to get there and received my new one. It can takes weeks sometimes. I think I've read a couple of posts here about RMA process to steelseries (can't remember which post exactly) and most people usually never had problems with it. Steelseries will usually just replace your defective product and send you back a new one. If you're lucky, you might even have a response from one of the steelseries rep here, I've seen that in another post, can't remember which one too sorry. Hope you get through this without any problems, I know it can be frustrating. Good luck!
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It taking weeks would be more understandable if a rep would reply to my ticket more than every eight days, but your post is appreciated anyway. Maybe not paying shipping is something companies you have dealt with do often, but in the world of boots and axes at least they pay shipping. I'm not sure what makes computer hardware companies not need to follow those decent ideas, along with not having phone support is another really unfortunate and cheap thing to do to customers.
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I had binding issues with my Sensei, created a ticket on their website and customer support replied to me the same day. Even though the issue was fixed they still offered to replace my mouse if I was afraid that the problem could come back. I was surprised how responsive and nice they were.
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It's been 10 days since my two day shipped package arrived at their warehouse and 10 days since I got so much as a one sentence reply from their support either. Truly bogus customer support, I can't pretend I'd buy from them again or recommend them to my team or friends until some kind of explanation is given. If you don't want to pay for phone support...pay someone to check your web support more than every two weeks.
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On April 25 2013 04:26 Oakenshield wrote:
I bought the Dota 2 bundle some months ago and last month the right click started getting stiff on me to the point where I'll be playing Dota and not turn the direction I planned on because the right click didn't go down. I'm not one to make a fuss so rather than heading to the forums I google SteelSeries phone support. They don't have it, this to me is a red flag. I email them, no reply. I make an account with them on their website and get a ticket, the ticket gets passed around between not two but three different reps and none of them answer the majority of the questions I ask.
They then inform me I am approved for RMA, I figure this means they are shipping out a replacement. They tell me to read the guidelines, so I do. Their version of an RMA is that you mail the product out to California, and they then decide which parts are or aren't broken and issue a full or partial replacement or....your defective product back to you in the mail. I keep trying to ask them how I can be sure I will get a full replacement, no answer. I check the tracking, it arrived to their warehouse Friday morning. They haven't replied since then, so I am now asking the community if you have had a recent experience with SteelSeries was it similar to this, did you receive a full replacement, and how long did your replacement take?
I apologize if this seems like an empty complaint, I am asking specifically because I want to know if I need to buy a new mouse to game with in the mean time if this is going to take them several more days to reply. Since they require you to pay for your own shipping when sending the product back to them, I'm now about 85$ invested in a mouse with a bad right click, and a smudgy mouse pad that is sitting in a warehouse on the other side of the country.
This is not meant to be a jab at SteelSeries as their Siberia headset was a very good purchase, but this latest purchase and customer support can be described as delayed and unresponsive at best.
You seem really unfamiliar with the RMA process, so I can give you some info on how it works, as I've pretty much RMA'd every type of component and with almost every company one way or another. Basically how it works is that if your product is faulty in any way, they'll replace it for you for no charge (just ship it out to them, obviously). So what you have going on, is definitely a faulty product, but you have to realize that so many dopes try to RMA things that are working as intended, and a lot of people try to RMA things that they broke on their own.
Usually, physical damage is not covered under RMA - so a mouse sensor being really glitchy, would be grounds for an RMA, water damage would not. The mouse not being picked up or responsive when plugged in is grounds for an RMA, you using your mouse so much that the button stops working after a reasonable amount of time is not. But a mouse button not working like that is a bit ridiculous, and grounds for an RMA.
Just start an RMA ticket, as you have, mail it out and follow the instructions. You should generally expect a month wait period, but some companies are great and do it in less. You can also ask about an Advanced RMA, where the company will check a credit card to make sure you have enough to cover the full MSRP of an item, and then send you the replacement in advance, and then when you get it, that's when you send in your faulty product.
There are faulty products with everything, it's just how it is. Even the best products, 1-5% will always be faulty. Don't worry, it's just how it is - I've had to RMA about 2/8 components on average out of every computer I've built. As long as the company replaces it within a month and makes it smooth, which they should, it should be fine.
You won't get an answer on RMA time because it takes time. Steelseries, like many tech companies, are just small companies, with small staffs. They have to keep prices low somehow. They will take care of you, but don't wig out if it takes a bit of time. You can mail a mouse under first class shipping, which is $2.07 to like $3.50 at most, if you can keep the package under 13oz (just ship the mouse, nothing else). Worse case scenario it weighs more than 13oz and it'll cost you like $5 for priority mail (priority flat rate is a bit more expensive at like $5.35 or so). It's really not expensive to ship out... only power supplies are expensive to ship out and that's still under $10 most of the time.
I know it sucks but it's just how manufacturing is. You don't get this much support with most products. Steelseries will guarantee all of your steelseries stuff for a few years, so if your replacement breaks even, it's covered. It might suck to wait or the shipping cost, if you think it's unreasonable, then ask steelseries about it, but it really isn't.
Remember, Steelseries is a small company, just like most of these companies are. You should expect a couple days for them to reply to you, but if you upset about this, then try to contact them again. Don't be hasty and post negative reviews everywhere or tarnish the reputation of a company that has contributed a lot to the tech and gaming communities, believe me, they are just as upset as you are about this. A little bit of patience will go a long way. And if you ever are upset, please, let the company know and I've never had an instance where they didn't work to fix it right away and compensate you.
Just don't try to weasel yourself from free shit (except maybe stickers  ), and understand that they need to protect themselves too.
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That was a massive amount of text to justify poor customer support via ticket, and zero customer support via phone for a product that cost well over what my more dependable 30-50$ mice have cost and some have lasted 5 years with a good quality for gaming. I am familiar with other companies warranty policies, I once bought an axe which had a handle crack on me, the company sent me a new one in the mail in...three days. I can't even get a "keep waiting" response from SteelSeries every 10 days. When you say I should expect a couple days for them to reply to me and should try to contact them again, did you not read the part where I mentioned multiple questions and ticket responses being ignored by SteelSeries for the last 10 days?
I'm not expecting "free shit", at this point I am wondering if I'll even get a replacement period.
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It was a massive amount of text to try to pussyfoot around the fact that you are expecting way too much and don't get it. Yes, I saw you had waited 10 days, you keep spamming them, and they DO have a line and they DO have to check the product out, they've told you as much as they can really tell you.
Steelseries has done a TON for the enthusiast and gaming communities. I don't know what you expect dude, lemons exist. It happens with cars all the time, there are even laws and protections in place for them. Likewise, just with any electronics or manufactured goods or basically anything that isn't handcrafted 100% of the way, there is going to be defects and faulty products.
Take CPUs (or ram, or gpu, or PWMs, or fans, or psu's, really, anything that runs at a frequency) - they bin. The company arbitrarily picks 3.9ghz for the i7-3770k at it's turbo boost. Now we all know that i7's can do basically 4.4ghz guaranteed at least, but there will be a 1% that is just flawed and can't do that. Instead of selling the i7 for a higher price for the higher speed and eating that 1% return cost, they'd rather have a .001% return rate and sell the i7 for a lower price. Not to mention, that means less people like you who are completely unreasonable monsters who will just complain, complain, complain, and never be pleased and deter customers who don't know any better.
They tell me to read the guidelines, so I do. Their version of an RMA is that you mail the product out to California, and they then decide which parts are or aren't broken and issue a full or partial replacement or....your defective product back to you in the mail. I keep trying to ask them how I can be sure I will get a full replacement, no answer. I check the tracking, it arrived to their warehouse Friday morning. They haven't replied since then, so I am now asking the community if you have had a recent experience with SteelSeries was it similar to this, did you receive a full replacement, and how long did your replacement take?
Right, your RMA is underway, and they can't promise anything because they don't know if you are another 15 year old monster who spilled coke all over the mouse and is whining for a replacement. It sounds like your claim is legit, so don't worry, you should have your replacement in under a month but they can't promise anything, because honestly they don't know if you are another lying customer. But they can't say that - the customer is always right - so it's a diplomatic way to say 'we're going to cover our asses here'. You should have your full replacement within the month, quit bothering them.
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Are you implying that 11 days now isn't enough time for them to open up the box or reply to an email? If that is true, they either make too many shoddy products or hire too few employees. Given that they don't have phone support and most companies do, you can guess which one I am suggesting could be a problem. I've given you examples of other companies that are tenfold as effective, so for you to suggest that I am asking too much sounds very silly, fanyboyish or even like you work for them yourself. To say that my RMA is underway when I have no guarantees of what I will get $85 dollars later (this 30 dollar replacement mouse is working perfectly by the way) is ridiculous.
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The average turnaround time for an RMA is a month man, I don't know what to tell you. Quit being turky jerky. If it takes a little longer than a month, that's just below average (OCZ, NZXT). If it takes less (Corsair, Mushkin), that's awesome. I wouldn't say a company is worse because they are slower, as long as they get around to it, that's all you can ask for. Why didn't you buy a Dell or HP if you hate small companies so much who strive to keep prices low?
Most companies do NOT have phone support, let alone a phone number. You've given ONE example for your 'axe'. Chill out. Your question has been answered - the company has to give a vague answer to protect itself, how could you not figure that out yourself? Your claim is obviously legitimate, you'll have your full replacement soon, hopefully within a month.
Yea, it kinda sucks to wait. You should have asked for an advanced RMA if it bothered you.
And they DONT make 'too many shoddy products'. You don't listen - when something is mechanical, electrical, or manufactured, there's always going to be a percentage that are faulty or flawed. That's why RMAs and warranties exist. The excellence of a product is determined by the quality of a product when it is not flawed, the excellence of a company is determined by the quality of the service when it is flawed.
You are complaining because you spam them with emails and they don't answer every single question? You already were approved for an RMA, you already know you are guaranteed to get your replacement (barring if you were an idiot and did something like spill coke or broke it yourself, but you know you didn't do that so don't worry, but they don't know that). RMAs generally take a month, that's all there is to it. You are in a line, they are a small cmopany.
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Being in line doesn't really mean being in line though, because "approved for an RMA" could mean rejected for an RMA and getting a defective product back a month later, and 85$ later. It's simply too much time and money for a mouse with at best the quality of less expensive products, and I sincerely hope they send you a tshirt, a sticker, or whatever it is you're needlessly writing this one sided novel for. As far as only using one source, do you really want me to type up a list of American companies with phone support? I don't have a year to kill or I'd do that.
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Being in line doesn't really mean being in line though, because "approved for an RMA" could mean rejected for an RMA and getting a defective product back a month later, and 85$ later.
It doesnt... approved for an RMA means you are approved. It literally means the exact opposite of rejected for an RMA. There are always faulty products, even with the highest quality components from the best companies, a certain percentage is always faulty with manufactured and electrical goods, but the chances of getting such <1% faulty component twice in a row is extremely unlikely, especially since RMAs are usually refurbs (which are tested before being deemed worthy to resell).
I can't imagine how you treat waiters.
ps: phone support /= phone number. Corsair, AMD, Intel, Kingston, i think that's it for phone support, and a few more have numbers. You have got to be the only person in the world with a problem with how RMAs work due to such ridiculous expectations. Sorry not every tech company is like your multinational axe company.
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Your definition of RMA differs from what their support told me in the ticket then, I wish they would adopt your version, but they apparently have not. I tip pretty well, and I imagine your waiters ears are more full than their wallets when you leave (if you want to throw baseless dining jokes into a thread about a case of poor customer support).
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It has nothing to do with a definition of an RMA. Your RMA was accepted when they told you to mail it in. How can your RMA be rejected if it was accepted?
And your complaints are absurd, that's the problem. It's like complaining that you've already waited 15 minutes for a pizza delivery when everyone know's a pizza delivery is 30minutes-hour (depending on where, time, who, etc). You can google how long steelseries RMA's generally take for most people.
See there is no case of poor customer support going on here. You're just a turky jerky.
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You're full of endlessly long winded and irrelevant fantasies and analogies. By SteelSeries definition of RMA you pay to mail your product back and then in a month they mail you your own damaged product back again if they don't determine it to be flawed enough.
And you're wrong again, I don't order pizzas. I hope they sponsor you the sausage pizza you're seeking for your efforts here though.
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As long as you didn't spill coke all over it or completely lied in your application form, they aren't going to determine it to be rejectable. The guy who actually does the RMA, is not the same guy who takes the form. He's not going to be looking for coke stains or give a damn. Like you already were accepted, you are being insanely paranoid. And it only costs $3.77 at the most to mail a mouse domestic...
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Thanks for the shipping quote, I must have accidentally shipped them a boulder by mistake. Post somewhere you're wanted, if that place does exist.
User was warned for this post
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He's given you logical and honest answers and you just don't want to hear them. Being that that's the case you should've never made this thread and just waited. No answer is going to appease you other than Steelseries seeing the thread and personally calling you and offering you dinner at seasons 52 or some other shit. If you have some new revolutionary idea on how to make RMA's better then go ahead and enter the field and do it. Until then this is the way RMA's have been done for quite a while. It takes a while. It took me two months to get an xbox back. It took a month for me to get a motherboard back when I had a broken one. You just have to wait. Quit acting like a spoiled little kid.
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If the product lasted as long as similar products of half cost I wouldn't have even filed a ticket, let alone made this thread. To say I'm being childish for disagreeing with a company policy of not offering phone support and not checking online tickets regularly (let alone weekly) is a pretty silly claim. They closed the ticket without an apology and said the replacement was sent out, why no one could answer a question for two weeks I don't know. Both of you should work for SteelSeries though, and I do mean that as a compliment. While I do appreciate the replacement, it was the first time I've ever dealt with a company that took this long to reply about anything, even brief questions, so I'll say my concern was justified even if SteelSeries did the right thing in the end.
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The product DOES last as long as similar products, you were one of the unlucky few who got the <1% of Steelseries faulty mice that was manufactured. Every single product out there, that is not hand made and non-electronic, will have a certain fault rate, no matter how much quality control you put in place. Especially devices like mice with delicate sensors that need to be calibrated and has buttons that need to withstand click click clicks.
Every single Intel CPU is like this - 99% can do not just their rated 3.5 speed, but 4.4ghz. However there is a very tiny fraction of <1% that can't do 3.6ghz, and rather than sell the i5-3570 for $50 more, they sell it at a lower speed and have less returns (and they can only deal with a certain number of people like you who will just tarnish the company name over nothing). Even a certain fraction of them can't even do 3.5ghz. Intel chose 3.5ghz based on a risk/reward ratio on an expected percentage of returns and dissatisfied customers, a certain percentage who will always be nasty and implacable for no good reason and will slander the company for no good reason, like you.
I would say on average, 1/8 computer components I buy is faulty in some manner and has to be RMA'd. Everything I buy, I buy from the best companies, yet I still have to RMA them - NZXT, Corsair, Gigabyte, Mushkin, Intel, AMD, Noctua, Coolermaster, Biostar, Ducky, Razer, Antec, Rosewill, and a few others. Most of them took a month, a few were very quick with just 3 weeks, a couple were 2 months. You will soon find you can't buy anything if you find this 'unacceptable'. They could very easily just say we don't do RMAs. Only one of those companies I would have complaints about, and it was partly not their fault because the mail got lost (which happens with about 1/20 of the packages I send or order, I sell a lot on ebay).
To say I'm being childish for disagreeing with a company policy of not offering phone support and not checking online tickets regularly (let alone weekly) is a pretty silly claim. They closed the ticket without an apology and said the replacement was sent out, why no one could answer a question for two weeks I don't know. Both of you should work for SteelSeries though, and I do mean that as a compliment. While I do appreciate the replacement, it was the first time I've ever dealt with a company that took this long to reply about anything, even brief questions, so I'll say my concern was justified even if SteelSeries did the right thing in the end.
There's nothing to apologize for, they accepted your RMA (which is an apology it itself) and decided to give you a brand new, free replacement. What do you need any more of an apology for, that IS an apology. Actions speak louder than words? What question do you need answered? You got your answer. You're just too childish to understand.
If your emails are anything like these posts, they probably got annoyed with dealing with you and didn't want to risk saying you are a childish turkey jerky who is implacable. But email them again, why not. And are you sure there is no ticket number or RMA status page you can check?
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I'm not going to read all of that but I did get a PM with a warning, if you were offended I apologize but I don't think anything I said was any less playful that the fantasy you had and shared about me being frugal in restaurants. You definitely put a lot more jabs into your posts, along with more paragraphs than I did. I guess mine were more effective, I wish you luck in your continued posting spree. I already essentially summarized and ended my thread about the ineffective customer service so I haven't got more to say, take care.
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all this shit with defective items..its always the same sir, its SUPER slow.. and companies always sound so good but when it comes to hardware support its often shit,UNLESS you can go to the store yourself with the X item,then theyre really haulin ass.
ALSO. my worst experience with PC EQ, Bought a gfx card for 200 $,to my first ever computer, and the GPU didnt work.
I told the company about it ( i was a kid back then) and they really didnt care. after 2 weeks, my dad took my place, and talked to them,.still nothing, another 2 weeks went by, and my gpu still hasnt been changed.
after alot of bullshit, they decided to " buyback" my already broken GPU that i bought from them.. and i got abou 125 $ back.
it took them 1 month and 2 weeks until i got some money back and eventually bought a even better GPU.
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I said nothing about how you tip waiters, I said how you treat them. You are never happy, you seem like you get mad over nothing, and nothing calms you down. I just imagine your steak taking 15 minutes, resulting in you arguing with the waiter for 30 minutes about how steaks should cook faster and what a terrible restaurant gordon ramsey is running, and how it's a crap restaurant and you are going to go and go to another restaurant instead, where they don't serve terrible food, even though mr. ramsey personally offered to replace your steak as long as you wait another 15 minutes.
Send another email with a bit more pop, and get progressively nastier, until you actually post that negative review on a site like newegg where thousands can see it, until they respond. You sent what, one or two emails, and instead of trying to contact them again, you post on here to complain about... nothing? You don't care about solving the problem that doesn't exist, you want to create a problem and go pitchforks.
Take for example, my recent experience with a certain company. 2 months later, my rebate had still not come in, so I emailed them. No response. I sent an email to a different department, and called and left a message. No response. Then I sent another email, saying I was a long time customer who had bought multiple products from them, and was dissapointed, and I got a reply. The rebate was simply lost in the mail, as is very common with USPS, no problem, a phone call and they asked for a pic of my receipt. I did that, but did not get any response for 3 weeks. I emailed in reply to the email I got, asking for a status update. No response, so I sent a rather curt email threatening a negative newegg review. I got a response in 5 minutes, they looked up my status and said it was processing in a long line. That was all I wanted to know, and I got my rebate about 4 weeks later.
No one had to be called a crappy company. They are an awesome company, and they have insanely low prices (If I said what category the product was, everyone would know who I'm talking about) and quality products. They did everything just like everyone else does, although they are a bit on the slow side, it was still good customer service. I didn't have to ask for an apology, they obviously were sorry, and there was no need to get upset about anything, they did everything well and just like everyone else does, and I never worried my rebate would be rejected... because it was already accepted.
These are not responses to you, these are responses for the thousands of people who are reading this conversation.
ARE YOU NOT ENTERTAINED INTERNET?
edit: really though, the problem is you, not SS. Your RMA was accepted, RMA's don't get rejected after they are accepted unless the warehouse guy sees something obviously wrong like coke all over the mouse. Your free replacement mouse has long ago been authorized, now wait the ~month on average it takes for it to come back. Chill the fuck out.
User was banned for this post.
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On April 25 2013 04:26 Oakenshield wrote:
I bought the Dota 2 bundle some months ago [...]
Sorry to ask something a little off topic, but shouldn't this be a job for the shop it was bought at instead of RMA with the manufacturer? The shop should replace the mouse immediately. The shop can do this as it can then go into the manufacturer's RMA process with the defective product and will not have a loss. Does this work differently in the US? How many months does a shop usually support the customer with an immediate replacement for a defective product?
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Unless you purchase advanced warranty or similar service, you typically have a 30 day return / exchange / refund window.
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SkyR is correct, Valve doesn't cover the product beyond 30 days. Sorry to hear about your experience rezzan.
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United Kingdom20301 Posts
Why was Belial banned for his actions in this thread?
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5930 Posts
He was banned for more than just this. I warned him to stop typing essays all over the place and acting confrontational and less than 4 days, he continues to do so. I posted reasons why his lengthy "know-it-all" posting is not particularly good, even if the content is mostly fine. If he wants to help on Teamliquid, he can make a new account and learn to pick his fights better and stop baiting people.
I mean, the whole thing regarding Oakenshield's RMA was resolved: he got slow and ineffective communication, most people suggest that its normal, he got a replacement, he's not happy with the process, and we can just leave it like that. He had completely valid complaints with a valid thread premise.
If Belial wants to tell him that "these are small companies, slow and horrible communication is normal but you'll get a replacement in the near future", he should just say it like that. There a reason why I want him to post more concisely:
On April 30 2013 19:56 Womwomwom wrote:
I don't even care if you get into pissing matches so long as there's some sensibility in it. But I have a problem with your need to post word spaghettis no matter how small the problem or question is. The amount of shit you post just encourages people to pick apart your posts because of your attitude and the amount of random trivia you put in your posts. Its also intimidating because:
- (1) some people are going to listen to you no matter how insane some of the things you might post because you're filling your posts with nice buzzwords.
- (2) people know responding to your posts is only going to have you type another 1,000 word essay so its hardly worth the effort trying to respond to you.
- (3) some people might not even try reading your posts because they're way too long. The guy asked how much he could overclock with a half decent heatsink and you responded to his question and build with a one thousand one hundred and twenty eight word reply.
Instead we get Oakenshield and Belial talking completely different things and flaming each other. I really have no problems with detailed posts. I have problems with someone who refuses to change his posting attitude even when asked to do so. This isn't new, he's been banned and warned for being unable to type concisely and almost flamebaiting people.
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United Kingdom20301 Posts
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I thought this was over when they closed my ticket and sent me a tracking number, and was pleasantly surprised by a package on my doorstep when I got home from an exam today. I open it to find a Kana Black mouse, no Dota edition, no Dota bundle, no Dota mousepad. A month and $85 later and I got the wrong mouse and no mouse pad. I bought this because I am a huge fan of Dota, not of SteelSeries. I do not want to pay for shipping a third time because of someone elses second mistake in a row, my ticket number is #105081 and I have attached a screenshot of what support eventually replied to me with, and what they actually sent in the mail.
![[image loading]](http://s21.postimg.org/o1ez4gi0n/image.jpg)
![[image loading]](http://s18.postimg.org/xc9c3w66h/kana.jpg)
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United Kingdom20301 Posts
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Three days later and SteelSeries acknowledged my ticket once without apologizing or promising to correct this newest mistake. Not really sure to expect out of this company, it seems like they make everything in China and employ as few employees as possible to run the customer support end. Though they do spend plenty of time and money promoting new products.
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It seems like SteelSeries is doing everything they can (nothing) to prove Belial's last post to be untrue. I know this is now a boring thread but I will keep you updated if I ever eventually get an apology, a guarantee, or a replacement of the product I actually bought from this company.
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Still no real resolution or apology, the support replies every 8-12 days with a copy/paste response and no real interest in solving your problem. You'll get a response on facebook but not on your ticket because they don't care about the customer unless the public hears the complaint. I definitely can't recommend the company, they mentioned on facebook to expect the right mouse in the mail but still have not mentioned why they asked me to send a mousepad if they won't replace it.
One employee failed to address the mousepad thing again but made sure to mention that I won't be getting another in game item code, despite me never asking about it and not caring about a piece of cardboard. In summary they treat every customer with a problem as though they were their worst, most thieving customer of the past. In reality I've bought two Siberia's and one bundle and can't get them to treat me like a customer.
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I am happy to say that though it might be another week SteelSeries has sent me a replacement mouse and will soon send me a replacement mousepad for the Dota ones that were apparently out of stock and they didn't let me know about that. Very very slow support, but in the end they did not only replace the product but he tossed me a Dota code, so I can finally say this is resolved.
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hello...i've found your thread when google-ing about other people's experience with steelseries rma....I just wanted to say that i have similar issues..i've sent them my keyboard g6v2 on the 4th of june with express 2day delivery and got confirmed on 6th of june that it arrived in denmark. Since the 6th of june untill now i have not received no confirmation of receiving the product no nothing...even though they said they will contact me once they receive the product. Very dissapointed. They say the average exchange is 15 bussiness days but 16 have passed and i didn't receive even a confirmation of receiving the product. I really don't know when i will get it back.
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Sorry I did not see your post until now radurock, and that is too bad that they are not giving you proper customer service either. If it cheers you up, and if it proves Belial was wrong about my comments or neediness when it comes to support, I still have not actually gotten the right mouse from SteelSeries and they received my RMA in their warehouse 73 days ago. I paid for speedy shipping to get it there, and they can't even reply to my ticket so much as once every two weeks to explain why I still don't have the replacement mouse or a tracking number.
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After one month of waiting they ask for the tracking number because their warehouse is huge and they can't find a keyboard -.- . I too paid for 2 day express delivery which was 17pounds...that's 30% of what i paid on the keyboard....and i did that just to make sure it gets there fast and speeds up the process...seems i was wrong
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Well at least we learned something, choose the absolute cheapest shipping to get your product back to SteelSeries because they won't hurry up or even reply to your ticket much either way. They couldn't find a Dota mouse so they sent me a different one. They sold out of Dota mousepads so they told me to pick any mouse pad in the shop, two weeks later they sent me the two of...the wrong mouse pad. And no Dota mouse. It's been 74 days and I don't have my mouse back or a tracking number. The customer support and the warehouse both are not functioning properly as a business.
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This is a terribly boring thread with me mostly talking to myself but it wouldn't be fair to SteelSeries to not post an update, after about 3 months a package arrived from SteelSeries today containing the right product replacement along with some nice freebies. The problem seems to be with their third party warehouse not being in sync with the store and the support. This time Mike from SS mailed the package himself and everything got here in order and quickly. Thanks to Mike for handling the problem with concern.
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Mike from SS is a great guy! I can say I've bought a few gaming products from Razer and had alot of defect. I've been with steelseries for 5-6 years now and the only problem I had was with my siberia v1 headset that got replaced pretty quick ( +/- 1 week ). I find that the Steelseries support is amazing!
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Haha I got Mike S answering at the begining of the ticket but now i got Brendan. One month and one week since they got it and they still haven't sent it
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Lesson to learn here, don't ever buy steelseries products again. If only the big gaming brand would actually start making quality products... I love how they support eSport so much but I would prefer if they could put more $ into development and make products that are actually worth their prices.
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United Kingdom20301 Posts
I'd be happy with a precise mouse sensor being available in any of their products (moving the mouse 1 inch at 800dpi should always move the cursor 800 pixels as close to exactly as possible - not being off by up to ~5-8% based on how fast you make the movement) as long as their were no major faults with the product, or company, nothing like angle snapping either and being able to track at high movement speeds prefered but that's not really important for sc2 (cross screen at 800dpi is 2 inches, not the 10-20 you can make in fps that gives you more time to ramp up speeds)
That should be first priority, not LED's on the mice and cloud driver profiles IMO :D
It's kinda disgusting that the "good" mice have to be cherry picked out of a massive lineup of "gaming" mice with multiple minor and sometimes major flaws. many of them (deathadder etc) with reliability concerns too
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it's been more than double the amount of weeks they say it takes for a rma...never gonna buy fromthem again
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I got Brendan M for my ticket and he doesn't reply to anything. So I sent it a request to the BBB to see if that will do anything.
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after 2 months i received the replacement keyboard. the annoying thing is that sometimes i would get the normal mail notification of my ticket being replied to and sometimes not. In this case i didn't even know they answered to my ticket the past 2 times
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right click broke 6 mos after buying 
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steel series headset (siberia v2), the mic stopped working, 2 weeks since they received it no reply. Stay away from this company, they are terrible. When my razer mouse broke, I had a new mouse at my door in a week.
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Hello, sorry for the really irrelevant post, since I am still newly registered and cannot post my thread within the next three days, could I just post here and revive the thread for this simple question. Me and my friend have ordered 2 sensei[raw] mice during the black friday sale through our mutual friend, who has a house in the US(maybe at LA), he's told us that the mice hasn't yet arrived as of this moment, is it true due to the large number of orders during the sale(the shipping only cost $10).
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EPT
