Customer Service
Customer Service
Bear in mind, my headset is 2 and a half years old (nearly 3 years old!!) at this point...
There is no sound coming from the headset. It was working at one point, and then realised once the sound had stopped that it was the headset at fault. Tried a different headset and sound is working.
I checked the website and realised my headset is still under warranty and wondered if i could get a replacement sent out.
[-Open- 02/14/2010 10:39:40 AM - [email protected] - Request Submitted By Customer -]
[-Assigned- 03/02/2010 01:33:58 PM - support - Request Re-Assigned By HelpDesk Administrator -]
James,
Sorry for the delay in our response time, I do sincerely apologize for this. It is unacceptable to us and we will do our best to accommodate you. I'm also sorry to hear your headset has broken.
I can help you exchange the product. Please provide the following information for warranty purposes:
- Purchase Date
- Purchase Location
- Proof of purchase, (a copy of the receipt, email order confirmation, credit card statement)
- Serial # (only for Ideazon products), Product number (for SteelSeries)
- Full Name
- Your full shipping Address
- Telephone Number
You can log in to your customer care account and click review/update request and update this ticket with appropriate information.
Thanks for you patience and effort in helping us resolve this issue. I hope to hear back from you soon!
-Mike
SteelSeries Support Specialist
[-Responded- 03/03/2010 01:50:10 PM - Mike - Request Updated By Customer Care Team Member -]
It doesnt matter anymore. Since you have taken nearly a month to reply, and to delay it as much as possible for a chance for the warranty to run out, i have binned the headset and refuse to use any steelseries products in the future due to the poor customer serivce that the company provides. There are no contact telephone numbers to ring from the UK to deal with the problem initially, and if it takes 4 weeks to get a reply via the supportbank system then something ovbiously needs changing.
I am going to take my custom elsewhere. Gladly the headset has found its way to the bin.
[-Open- 03/03/2010 02:25:53 PM - [email protected] - Request Updated By Customer -]
James,
I do apologize for the delays once more. We have reworked our system and added staff to improve our support. I do understand that our service failed you and this is unacceptable for our standards.
We will honor your warranty regardless of our response time. We in no way meant to delay to run your warranty out and this was simply a problem on our end that we have worked hard to resolve. As we are confident we can now provide the service that you deserve, I'm willing to make an exception in the RMA process and send you a new headset, free of charge. Despite our strict RMA policy, we do value you as a customer and would like you to give us another chance.
If you would like, we will ship you a new Siberia v2 USB headset.
Please provide your shipping address, telephone number, and receipt from the original purchase if you still have it.
Again I do apologize for any inconvenience this may have caused you and I hope that we can close with a mutually desirable resolution.
Sincerely,
Mike
[-Responded- 03/04/2010 07:21:07 AM - Mike - Request Updated By Customer Care Team Member -]
Shipping Address:
27 *** Avenue
**
*******
*************
Telephone Number: ***********
Recipt:
Product was bought as a present from amazon.co.uk which is all i have been told. I didnt get a recipt with the product as it was from a friend who didnt want me to know the price of it.
All i have recieved from an invoice they sent me was the date which was:
04/04/2008 (4th April 2008) with a price of £74.66 + Free P&P But i had explained before that the headset and all its contents had been put with the rubbish as i had no need to keep them anymore as i assumed the matter was out of anybodys hands.
I still have the box to the product although i doubt that this can be used as a proof of purchase.
James
[-Open- 03/04/2010 11:01:26 AM - [email protected] - Request Updated By Customer -]
James,
Don't worry about the receipt in this case. We will honor your warranty.
I'm going to forward this ticket over to Matt who will process your RMA request and provide you further details as soon as possible. It was a pleasure working with you and let me know if we can help with you anything else. Thanks!
-Mike
[-Open- 03/04/2010 12:34:35 PM - Mike - Request Updated By Customer Care Team Member -]
[-Assigned- 03/04/2010 12:49:41 PM - Mike - Request Re-Assigned By HelpDesk Administrator -]
This is good (ish) customer service, as he actually helped me, instead of nagging for a proof of purchase. Just shows, if you have nothing to loose, whats wrong with a quick stab in the dark,
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As you all know, my headset had broken after a 2.5year period that i had been using it. Unfortunatly, becuase i held no electrical skills, and cut through the wire, i couldnt fix it......... I e-mailed the place where i bought it from, but the warranty only lasted 2 years, and i couldnt get a replacement. I thought the days were over... untill i contacted steelseries (the owners)....
Bear in mind, my headset is 2 and a half years old (nearly 3 years old!!) at this point...
There is no sound coming from the headset. It was working at one point, and then realised once the sound had stopped that it was the headset at fault. Tried a different headset and sound is working.
I checked the website and realised my headset is still under warranty and wondered if i could get a replacement sent out.
[-Open- 02/14/2010 10:39:40 AM - [email protected] - Request Submitted By Customer -]
[-Assigned- 03/02/2010 01:33:58 PM - support - Request Re-Assigned By HelpDesk Administrator -]
James,
Sorry for the delay in our response time, I do sincerely apologize for this. It is unacceptable to us and we will do our best to accommodate you. I'm also sorry to hear your headset has broken.
I can help you exchange the product. Please provide the following information for warranty purposes:
- Purchase Date
- Purchase Location
- Proof of purchase, (a copy of the receipt, email order confirmation, credit card statement)
- Serial # (only for Ideazon products), Product number (for SteelSeries)
- Full Name
- Your full shipping Address
- Telephone Number
You can log in to your customer care account and click review/update request and update this ticket with appropriate information.
Thanks for you patience and effort in helping us resolve this issue. I hope to hear back from you soon!
-Mike
SteelSeries Support Specialist
[-Responded- 03/03/2010 01:50:10 PM - Mike - Request Updated By Customer Care Team Member -]
It doesnt matter anymore. Since you have taken nearly a month to reply, and to delay it as much as possible for a chance for the warranty to run out, i have binned the headset and refuse to use any steelseries products in the future due to the poor customer serivce that the company provides. There are no contact telephone numbers to ring from the UK to deal with the problem initially, and if it takes 4 weeks to get a reply via the supportbank system then something ovbiously needs changing.
I am going to take my custom elsewhere. Gladly the headset has found its way to the bin.
[-Open- 03/03/2010 02:25:53 PM - [email protected] - Request Updated By Customer -]
James,
I do apologize for the delays once more. We have reworked our system and added staff to improve our support. I do understand that our service failed you and this is unacceptable for our standards.
We will honor your warranty regardless of our response time. We in no way meant to delay to run your warranty out and this was simply a problem on our end that we have worked hard to resolve. As we are confident we can now provide the service that you deserve, I'm willing to make an exception in the RMA process and send you a new headset, free of charge. Despite our strict RMA policy, we do value you as a customer and would like you to give us another chance.
If you would like, we will ship you a new Siberia v2 USB headset.
Please provide your shipping address, telephone number, and receipt from the original purchase if you still have it.
Again I do apologize for any inconvenience this may have caused you and I hope that we can close with a mutually desirable resolution.
Sincerely,
Mike
[-Responded- 03/04/2010 07:21:07 AM - Mike - Request Updated By Customer Care Team Member -]
Shipping Address:
27 *** Avenue
**
*******
*************
Telephone Number: ***********
Recipt:
Product was bought as a present from amazon.co.uk which is all i have been told. I didnt get a recipt with the product as it was from a friend who didnt want me to know the price of it.
All i have recieved from an invoice they sent me was the date which was:
04/04/2008 (4th April 2008) with a price of £74.66 + Free P&P But i had explained before that the headset and all its contents had been put with the rubbish as i had no need to keep them anymore as i assumed the matter was out of anybodys hands.
I still have the box to the product although i doubt that this can be used as a proof of purchase.
James
[-Open- 03/04/2010 11:01:26 AM - [email protected] - Request Updated By Customer -]
James,
Don't worry about the receipt in this case. We will honor your warranty.
I'm going to forward this ticket over to Matt who will process your RMA request and provide you further details as soon as possible. It was a pleasure working with you and let me know if we can help with you anything else. Thanks!
-Mike
[-Open- 03/04/2010 12:34:35 PM - Mike - Request Updated By Customer Care Team Member -]
[-Assigned- 03/04/2010 12:49:41 PM - Mike - Request Re-Assigned By HelpDesk Administrator -]
This is good (ish) customer service, as he actually helped me, instead of nagging for a proof of purchase. Just shows, if you have nothing to loose, whats wrong with a quick stab in the dark,
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Anyone dare To Predict The Future?[/COLOR]
Get rid of ur address and telephone number loool
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
. Although i didnt think anybody from here would do anything with them anyway.... :/
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August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
i was going to prank call you then haha !
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
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ICE-JVC kw-avx820,JL 300/4,JL 500/1,JL HO210R-W3V2,mb quart rua-216 components,2x veba headrest screens
TRD front lip,hid 8000k,ik 20's,front armrest,18'' black rims with chrome polished lip,k&n filter,hks superdragger,chrome a/c rings,rear view camera,bc coilovers
aaronabbott
21-01-2017, 01:25 PM #6good result then
ICE-JVC kw-avx820,JL 300/4,JL 500/1,JL HO210R-W3V2,mb quart rua-216 components,2x veba headrest screens
TRD front lip,hid 8000k,ik 20's,front armrest,18'' black rims with chrome polished lip,k&n filter,hks superdragger,chrome a/c rings,rear view camera,bc coilovers
they wouldnt swap a broken £5 retractable washing line cause i didnt have the receipt (who keeps a reciept for a washing line)
anyway the missus works in retail she kicked off about stat rights and its a faulty product and it doesnt matter if i dont have the reciept cause i say it was only bought 5 months ago.
Manager didnt know what to say and so told us to ring customer services, think someones gonna get an earful down the phone in the next couple of days!
but top work on the headset and that is ****** good customer service IMHO, expensive headset though!
![[Image: LexuS-Copy.jpg]](http://i65.photobucket.com/albums/h204/Sparkystav/LexuS-Copy.jpg)
Read my thread here: The Evolution of my Turbo Lexus from NA-Supercharged-Twin Turbo-Massive Single
Please leave your comments.
Sparkystav
21-01-2017, 01:31 PM #7lol good work, ive just fallen out with Argos over a washing line!
they wouldnt swap a broken £5 retractable washing line cause i didnt have the receipt (who keeps a reciept for a washing line)
anyway the missus works in retail she kicked off about stat rights and its a faulty product and it doesnt matter if i dont have the reciept cause i say it was only bought 5 months ago.
Manager didnt know what to say and so told us to ring customer services, think someones gonna get an earful down the phone in the next couple of days!
but top work on the headset and that is ****** good customer service IMHO, expensive headset though!
Read my thread here: The Evolution of my Turbo Lexus from NA-Supercharged-Twin Turbo-Massive Single
Please leave your comments.
.No invoice, i just checked amazons website at the current price
But yes. Will use them again if i ever need any computer equpiment. Good make aswell
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Yep. Well, the whole thing about the invoice from amazon was bs .
No invoice, i just checked amazons website at the current price
But yes. Will use them again if i ever need any computer equpiment. Good make aswell
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[COLOR="Red"]Jap Show Finale 10,
Ace Cafe 16/10/10,
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Actually had my own CS good news story to tell but forgot about it, remember the bluetouch car kit I put in my car a few years ago? Well that developed a fault after the warranty had expired (when playing music off the iPod it sometimes cut out from the right hand side speakers).
Anyway, got in touch with them expecting to have to pay for it to be repaired (which was fine, it was outside warranty after all) but they did nothing like that! Said I could either take the whole kit back to where I bought it from and get a replacement - but as it was an internet store with no phone number and everything was already installed in the car I took the second option which was to send the iPod cable and the "brain" back to them for inspection.
A few days later brand new replacements of both parts arrived in the post! :thumbup1:
Again absolutely fantastic customer service, glad there are still companies out there who care about their customers and know that happy customers tell their friends
2002 '02' IS200 SE Auto - DVD Satnav with Voice Activation - [COLOR="Blue"]Strathcaron Blue - Parking Sensors - 5000K HIDs with Anti-Glare Bulbs - PIAA 6500K Main Beams - LED Sidelights - Mirror/Sunroof Closure - TTE Styling Kit - 18" Styling Kit Alloys with nitrogen filled Goodyear Eagle F1 Asymmetric Tyres - Bluetouch Multimedia Kit - Gromaudio AUX in - Black painted calipers with silver Lexus decals - 12 LED Dome Light - 96 LED Boot Light - Stainless Steel Sport Sill Plates - PIAA Silicone Wipers[/COLOR]
That's a brilliant result, and really great customer service.
Actually had my own CS good news story to tell but forgot about it, remember the bluetouch car kit I put in my car a few years ago? Well that developed a fault after the warranty had expired (when playing music off the iPod it sometimes cut out from the right hand side speakers).
Anyway, got in touch with them expecting to have to pay for it to be repaired (which was fine, it was outside warranty after all) but they did nothing like that! Said I could either take the whole kit back to where I bought it from and get a replacement - but as it was an internet store with no phone number and everything was already installed in the car I took the second option which was to send the iPod cable and the "brain" back to them for inspection.
A few days later brand new replacements of both parts arrived in the post! :thumbup1:
Again absolutely fantastic customer service, glad there are still companies out there who care about their customers and know that happy customers tell their friends
2002 '02' IS200 SE Auto - DVD Satnav with Voice Activation - [COLOR="Blue"]Strathcaron Blue - Parking Sensors - 5000K HIDs with Anti-Glare Bulbs - PIAA 6500K Main Beams - LED Sidelights - Mirror/Sunroof Closure - TTE Styling Kit - 18" Styling Kit Alloys with nitrogen filled Goodyear Eagle F1 Asymmetric Tyres - Bluetouch Multimedia Kit - Gromaudio AUX in - Black painted calipers with silver Lexus decals - 12 LED Dome Light - 96 LED Boot Light - Stainless Steel Sport Sill Plates - PIAA Silicone Wipers[/COLOR]
The furthest ive got is them saying "Its ok. I have placed a shipping order and you will recieve a tracking number shortly". I havnt recieved a tracking number within 48 hours and whenever i go to "update my ticket" it just comes up with some dodgey error.
Ive posted another "ticket" on their website, but the first took 4 week to reply to!
The only phone number i have is one from Denmark, which will cost wayy too much ££ to call. I suppose its a waiting game now :|> Just hope its on its way and i dont know about it.
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Well. An update on this ....
The furthest ive got is them saying "Its ok. I have placed a shipping order and you will recieve a tracking number shortly". I havnt recieved a tracking number within 48 hours and whenever i go to "update my ticket" it just comes up with some dodgey error.
Ive posted another "ticket" on their website, but the first took 4 week to reply to!
The only phone number i have is one from Denmark, which will cost wayy too much ££ to call. I suppose its a waiting game now :|> Just hope its on its way and i dont know about it.
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