Steelseries lost my mouse and refuses to replace it

mcc49

mcc49

mcc49

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Was wondering whether anyone here has had any luck with Steelseries abysmal RMA process?

I sent a Sensei back to them a few months ago as a RMA due to a squeaky scroll wheel. Didn't think much of it until they sent me an automated email telling me they have not received the item and the RMA has now expired.

The item was sent using DPD so I checked the tracking history and it showed the parcel being delivered to the address they provided along with a signature. I tried starting tickets on their support page with the tracking info but they would just close them without any response.

So I am abit baffled on what else I could do? They have no contact numbers or emails and they just close all my RMA tickets. Checking their Facebook page, I could see that there are other people with the same issues.

So basically, Steelseries lost my mouse and claims they never received it even though tracking shows otherwise. Where can I go from here?
 
mcc49 said:
Was wondering whether anyone here has had any luck with Steelseries abysmal RMA process?

I sent a Sensei back to them a few months ago as a RMA due to a squeaky scroll wheel. Didn't think much of it until they sent me an automated email telling me they have not received the item and the RMA has now expired.

The item was sent using DPD so I checked the tracking history and it showed the parcel being delivered to the address they provided along with a signature. I tried starting tickets on their support page with the tracking info but they would just close them without any response.

So I am abit baffled on what else I could do? They have no contact numbers or emails and they just close all my RMA tickets. Checking their Facebook page, I could see that there are other people with the same issues.

So basically, Steelseries lost my mouse and claims they never received it even though tracking shows otherwise. Where can I go from here?
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If the company have received the item then it is their responsibility.
I would contact Citizen's Advice and see if there is any advice from them about what to do in this situation.
 
Deathjester said:
If the company have received the item then it is their responsibility.
I would contact Citizen's Advice and see if there is any advice from them about what to do in this situation.
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They are in Holland so I am not sure if CAB can help?
 
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Just spent 15mins trying to find anything on google and their website, no email address to be found anywhere. Maybe OCUK could get you an email address for them, worth a shot. Manufacturers who don't want to be contacted by customers are bad in my book. Steel series definitely off my menu now. If you can find an email address for them, give them a link to this thread !
 
Yes, that is the main problem. They hide behind their closed ticket system which to me is extremely poor, as all they ever do is close the tickets meaning you cannot escalate the matter further.

I like their products but the after sales support has ruined the brand for me.
 
[email protected] is the e-mail address all of their Domains are registered with.

And there is a listed phone number of (207) 015-9370
their current CEO is Ehtisham Rabbani and has a LinkedIn profile, so you could message him directly using that...

I'm sure he'd really appreciate it...
 
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mcc49 said:
I would if I could, literally spent the last month trying to. They just hide behind their ticket system and not respond.
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If they are refusing then just give them bad publicity and share your experience on Facebook, Twitter, Gaming forums, Hardware forums.

However send them an email with evidence of the item being signed for and then take it from there.

OCUK won't want to break their special relationship with Steelseries because they send them free tat
 
Twirlywoos said:
However send them an email with evidence of the item being signed for and then take it from there.
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That's what I have been including in all my tickets. They just close them without any response.

As mentioned in earlier posts, you cannot contact them any other ways other than submitting tickets which is of little use if they just block them regardless of the evidence provided :(
 
That is very unfortunate. I sent my XAI back to them a couple of years ago and because I was skint, I sent it without tracking on the slowest post back to wherever it was, Netherlands maybe? Took two weeks to get there.

Got receipt and they sent me a Sensei Pro as a replacement that took two days to be delivered to my door.

You have proof of delivery, I just cannot see how they can refute this?

Go public - https://twitter.com/SteelSeries
 
Their RMA process for the most is very slow due to all the automation, and a lot of it is seemingly product dependent as their webstore stock seems to differ drastically from whats refereed to as their "RMA Stock", the 7h headsets seem to be the biggest complaint currently with very severe shortage of product and very high demand to get them replaced.

Social media is the only way your likely to rouse response, the Staff that usually patrol their reddit are the best way to get a somewhat human response and the guys there are quite reasonable considering the amount of flak they no doubt receive as i have witnessed their rma process take months. Randall / Russ and Phedemark are the ones to generally respond via Reddit, as far as my information goes though Phedemark (head of customer relations or something) is leaving them in september. so would advise another agent as primary contact. I have just had to file my 4th RMA on a rival this morning, so ill keep this updated of any progress if OP desires.

Edit - There are NO alternative phone numbers / Email Addresses aside from the ones supplied, any numbver you do find will take you straight to a voicemail box and never be replied too. Direct messages via twitter/facebook and reddit are the only ways ive found in which to contact anyone at steelseries...and even then if the frustration gets the better of you, they WILL block your ability to post on any such platform.
 
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Sounds like other people should be made aware of their very poor customer services, sounds like a case of grab your money and run. If your product doesn't have any issues, then you're fine. If not, sounds like you're going to have a nightmare to get it fixed/replaced.

This is why i always purchase Logitech, as their customer service tends to be second to none.
 
Already posted on their twitter page over the weekend and still no reply.

I have checked their subreddit and noticed the only active Steelseries employee there is the one that is closing all my RMA tickets.
 
actually now I remember, they did nothing for months until I reached out to Steen Ronholt on Linkedin (think he was the only one who connected), this is going back a couple of years mind.
 
This is odd, because when I broke my cable for my headset, they simply sent one out to me free of charge. They asked for no proof or anything.

Bad juju, won't use them unless they sort this out.
 
Had a few headsets go bad siberia v2's and a siberia elite they replaced my siberia eleite and also gave me a H-Wireless as an apology that i had the issues so they are not that bad it did take a couple of weeks but im sure they will sort it, Randall is the guy you want to speak to and handle your issue he seems to be fairly competent.
 
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