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May 28th, 2013
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  1. Request #99694 follow-up to request #66471
  2. Re: Re: SteelSeries Ikari Laser
  3.  
  4. Oliver Snith
  5. Mar 02 04:05 pm
  6.  
  7. This is a follow-up to your previous request #66471 "Re: SteelSeries Ikari Laser"
  8.  
  9. Hello again,
  10.  
  11. For some reason my SteelSeries products keep breaking apart, alternatively being faulty upon delivery. My current SteelSeries Ikari Laser which I received as a gift due to my earlier problems has had "ghost movements" since I got it, meaning that the mouse moves on its own, steering to the either up or down and then towards a corner, and this is happening perhaps once every other hour, forcing me to move the mouse upside-down when watching a movie. I've tried carefully cleaning the lens as we as switching mousepads and computers, the problem still exists.
  12.  
  13. My headset is currently glitching in left earphone, the sound is gone but comes back when I put the earphone in a horizontal angle. Do you have any suggestions to how I can solve the issues with my headset as well as my mouse, should I open it up and see if there's something to be done, or should I just throw them away?
  14.  
  15. I'm not saying this to gain any kind of leverage, I believe the warranty has expired so you've held up your end of the deal, but my SteelSeries products don't often last more than a few months, at which point I send them back and more then often the product I get it faulty. Last time I was able to have the shipment paid for by the internet-purchase-site, but that hasn't always been the case. Now I want to keep using SteelSeries products because they fit me, I like the design as well as the performance, but the durability is preventing me from enjoying my products. I've always handled my products with extreme care, using the original package when transporting the products. Now both by SteelSeries 5H v2 and SteelSeries 7H are broken, and ontop of that my Icemat Siberia broke last week (about time since I've had it for more than 5 years I guess) but now I'm forced to use the SteelSeries In-Ear headphones along with the Sibera Microphone.
  16.  
  17. I don't know what to do, but I want to remain a user of SteelSeries, but at this rate, it won't hold up.
  18.  
  19. Regads,
  20. Oliver
  21.  
  22.  
  23. Comments
  24. Oliver Snith
  25. While I'm at it, the sound from my first pair of SteelSeries In-Ear headphones disappeared from one of the sides, perhaps this could be a range of problems, but should I attempt to open these as well?
  26.  
  27. Any suggestions as far as solutions goes to repairing my products would be greatly appreciated, at the moment, they're all unusable so it can't really get any worse.
  28.  
  29. Regards,
  30. Oliver
  31.  
  32. March 02, 2013 04:08 pm
  33. Mike S
  34. SteelSeries support
  35. Hey Oliver,
  36.  
  37. I've transferred this ticket to Randall. He should get back to you shortly, but definitely within the next 1-2 business days.
  38.  
  39. Please keep in mind that the 1-2 days does not include Saturday and Sunday, although we do make an effort to respond on the weekends, we cannot guarantee we always will!
  40.  
  41. Thanks for your patience.
  42.  
  43. Regards,
  44. SteelSeries Support
  45.  
  46. March 03, 2013 10:21 pm
  47. Randall B
  48. SteelSeries support
  49. Hey Oliver,
  50.  
  51. We can do an RMA regardless of the expiration of your warranty :)
  52.  
  53. I'd be more than happy to help you exchange your SteelSeries product. Our warranty is 1 year for customers in North America, and 2 years in Europe and other countries. If you fall within this time period, please provide the following information:
  54.  
  55. - Purchase Date
  56. - Purchase Location
  57. - Full Name
  58. - Current and full shipping address
  59. - Current e-mail address
  60. - Current telephone number
  61.  
  62. - Proof of purchase -- SEE INSTRUCTIONS OR YOUR RMA WILL BE DECLINED.
  63. 1) Please DO NOT reply by email or forward emails. Instead, log in directly to access your ticket at: http://www.steelseries.com/support
  64. 2) In the ticket, attach a clearly visible image of your proof of purchase.
  65. If you have a digital receipt, please forward a full-screen copy of it with the URL bar intact. Please do not crop the image. Either a copy of the receipt or credit card statement will be accepted.
  66.  
  67. If you have any additional questions, please first check the RMA FAQ in order to minimize delays: http://faq.steelseries.com/categories/RMA/
  68.  
  69. VERY IMPORTANT:
  70. Please make sure to add support@steelseries.zendesk.com to your 'accepted contacts' list in the email account with which you have registered with us. If you fail to do this, you may not receive follow-up RMA emails which will lead to a delay in your case.
  71.  
  72. Regards,
  73. Randall B
  74. SteelSeries Support
  75.  
  76. March 04, 2013 10:04 pm
  77. Oliver Snith
  78. Hi there and thank you for the quick reply,
  79.  
  80. As I mentioned earlier, the warranty has most likely expired, but I'm guessing the text following your initial sentence is a pre-written one since it's the exact same as in previous tickets. Anyhow, I'll gladly supply the information of my products, if there's a limit to what we can solve, please let me know and perhaps I can find an alternative solution.
  81.  
  82. SteelSeries 7H USB
  83. - Purchase Date: 2010-11-26
  84. - Purchase Location: Dreamhack Winter 2010, SteelSeries Booth
  85.  
  86. SteelSeries Ikari Laser
  87. - Purchase Date: 2011-03-04
  88. - Purchase Location: https://steelseries.zendesk.com/requests/13830
  89.  
  90. SteelSeries In-Ear Headset (Receipt Attached)
  91. - Purchase Date: 2011-03-04
  92. - Purchase Location: https://steelseries.zendesk.com/requests/13830
  93.  
  94. - Full Name
  95. - Current and full shipping address: Storgatan 58A, 85230 Sundsvall, Sweden
  96. - Current e-mail address: oliver@snith.net
  97. - Current telephone number: 076-79 11 115
  98.  
  99. If this RMA is approved, then I have a few questions that I'd really like to be answered; the driver for the USB-soundcard has never really worked for me, whenever I use it seems that the sound is highly affected by the CPU/RAM-usage. I'm never close to reaching the limit right now, but I tend to get static noises, also the icon in the taskbar doesn't display a SteelSeries image anymore, or at least I think it used to. Could this have something to do with my USB-soundcard, or is it just the software? And how much am I missing out on by not using the software?
  100.  
  101. I know that this is stretching it, but regarding my old Icemat Sibera, the thing that broke was one of the steel wires that connects the the middle piece, that rests on your head, to the earphones. I've tried dismounting the headset to repair the wire but it's rather impossible. If these happen to be spare parts that you have is storage, please include one of those steel wires, I'll gladly pay for it.
  102.  
  103. Other than that, if this all gets sorted out I think it's time for me to switch to a SteelSeries keyboard, would it be possible to send a payment to the paypal account and get it included with the shipment? Like it was done with the in-ear headphones?
  104.  
  105. Once again, I'm sorry for the long messages, I hate to increase your workload but my SteelSeries products are really important to me.
  106.  
  107. Best Regards,
  108. Oliver
  109.  
  110. PayPal.txt
  111. March 05, 2013 03:13 am
  112. Brendan M
  113. SteelSeries support
  114. Oliver,
  115.  
  116. Thank you for providing your information.
  117.  
  118. This ticket has been approved for an RMA. Your RMA ticket is #99694, which is the same as your request #. You will receive the full RMA instructions in a separate email.
  119.  
  120. Also, please make sure your address is provided in the following format in the ticket. If it is not please respond directly with your address so that you do not you risk having your case delayed.
  121.  
  122. Can you please post your address in this format? (remove the placeholders: when you are done)
  123.  
  124. Name:
  125. Street Address:
  126. City:
  127. Country:
  128. Postal Code:
  129.  
  130. Again, if you fail to do this, it may cause processing delays and we will be unable to process your request. Thanks if you did already!
  131.  
  132. Regards,
  133. Brendan M
  134. SteelSeries Support
  135.  
  136. March 05, 2013 06:46 pm
  137. Oliver Snith
  138. Oliver Snith
  139. Storgatan 58A
  140. Sundsvall
  141. Sweden
  142. 85230
  143.  
  144. March 05, 2013 07:04 pm
  145. Oliver Snith
  146. Should I include the SteelSeries In-Ear Headset microphone? There appears to be nothing wrong with it, so there's no reason for it to be exchanged on my behalf.
  147.  
  148. March 05, 2013 07:30 pm
  149. Brendan M
  150. SteelSeries support
  151. Hello Oliver,
  152.  
  153. No you do not have to.
  154.  
  155. Best regards,
  156. Brendan M
  157. SteelSeries Support
  158.  
  159. March 08, 2013 11:50 pm
  160. Oliver Snith
  161. Hi there,
  162.  
  163. I just received an e-mail about the 15-day notification. I just wanted to confirm that you received my package, according to the website, it was delivered last Wednesday. In previous requests it's taken a few days before the replacement has been sent and I've received confirmation.
  164.  
  165. Regards,
  166. Oliver
  167.  
  168. March 24, 2013 01:12 am
  169. Brendan M
  170. SteelSeries support
  171. Hello Oliver,
  172.  
  173. We have confirmed that your product has arrived at our warehouse. Our next step is to verify the defect and examine the contents of the package. If the product is defective as explained, then we will be sending you a new replacement product. We will send you the tracking number once the item ships.
  174.  
  175. We appreciate your patience.
  176.  
  177. Regards,
  178. Brendan M
  179. SteelSeries Support
  180.  
  181. March 25, 2013 04:51 pm
  182. Oliver Snith
  183. Hello again!
  184.  
  185. It's been two weeks since the package was delivered to your warehouse, do you have any updates regarding the products?
  186.  
  187. Regards,
  188. Oliver
  189.  
  190. April 02, 2013 07:55 pm
  191. Brendan M
  192. SteelSeries support
  193. Hello Oliver,
  194.  
  195. We have confirmed that your product has arrived at our warehouse. Our next step is to verify the defect and examine the contents of the package. If the product is defective as explained, then we will be sending you a new replacement product. We will send you the tracking number once the item ships.
  196.  
  197. We appreciate your patience.
  198.  
  199. Regards,
  200. Brendan M
  201. SteelSeries Support
  202.  
  203. April 03, 2013 07:39 am
  204. Oliver Snith
  205. Hi there,
  206.  
  207. I apologize if I'm being bothersome but it has never taken this long before, usually the products have been sent and arrived within 7-10 days. It's now been three weeks since the products are said to have arrived at the warehouse. Is there anything specific that's causing this "delay"? I'm happy to wait but perhaps it's possible to estimate when they'll be sent? It's getting rather hard to maintain the same level of gameplay with very basic equipment.
  208.  
  209. Regards,
  210. Oliver
  211.  
  212. April 10, 2013 04:24 am
  213. Oliver Snith
  214. Hello again,
  215.  
  216. I just picked up a package containing the headset, however there was no mouse nor a pair of in-ear headphones with it.
  217.  
  218. Regards,
  219. Oliver
  220.  
  221. April 10, 2013 06:21 pm
  222. Brendan M
  223. SteelSeries support
  224. Hello Oliver,
  225.  
  226. Sorry this must have been a warehouse packing error :(
  227. We are getting the mouse and in-ear's shipped on Monday, April 22nd. I am also packing the shipment with a mousepad to as our apology for the error in shipment.
  228.  
  229. Best regards,
  230. Brendan M
  231. SteelSeries Support
  232.  
  233. April 19, 2013 05:08 pm
  234. Oliver Snith
  235. Hi Brendan,
  236.  
  237. Thank you for your reply and I appreciate your help. During this time without proper equipment, I've tried out various brands but I can't seem to find something that I like more than SteelSeries. I guess I'm too stubborn since based on my history, SteelSeries hasn't been working out too well for me. Anyhow, I was thinking of purchasing a SteelSeries mechanical keyboard, would it be possible to make a payment through paypal and for it to be added with the same shipment?
  238.  
  239. Regards,
  240. Oliver
  241.  
  242. April 20, 2013 02:21 am
  243. Oliver Snith
  244. Package receiver, however the left-click on the mouse isn't working. So far I've tried the following:
  245. - 6 different USB-ports, both 3.0 & 2.0.
  246. - Uninstalled & installed drivers & software.
  247. - Changed power settings according to the SteelSeries F.A.Q.
  248. - Switched Left- & Rightclick features on the mouse, the left mousebutton still does not work.
  249.  
  250. I'll visit my brother in a few hours to test the mouse on his computer, I'm afraid it doesn't look good though.
  251.  
  252. Regards,
  253. Oliver
  254.  
  255. May 07, 2013 11:07 am
  256. Oliver Snith
  257. Confirmed, tried the mouse on two additional computers, same problem, the left mouseclick does not work. I've used the test within the software as well and the left click does not register.
  258.  
  259. May 07, 2013 11:26 pm
  260. Mike S
  261. SteelSeries support
  262. Oliver,
  263.  
  264. We're sending you a new one... sorry for the continued issues :(
  265.  
  266. Regards,
  267. Mike S
  268.  
  269. May 08, 2013 07:57 pm
  270. Oliver Snith
  271. Alright, I appreciate it. As mentioned earlier, would it be possible to add a keyboard to the shipment if I make a paypal-payment?
  272.  
  273. Regards,
  274. Oliver
  275.  
  276. May 09, 2013 12:52 am
  277. Brendan M
  278. SteelSeries support
  279. Oliver,
  280.  
  281. We have confirmed that your replacement product has been shipped. Here is the tracking #:05005022242386
  282.  
  283. Please allow 3-5 business days for it to arrive. You can track it via:
  284. FedEx: http://www.fedex.com/
  285. UPS: http://www.ups.com/WebTracking/track?loc=en_US&WT.svl=PNRO_L1
  286. DHL: http://www.dhl.com/
  287. DPD: http://www.dpd.com/tracking
  288.  
  289. This ticket will close within 7 business days. If there is an issue with the shipment, please contact the shipping company by phone.
  290.  
  291. If you'd like to leave a positive comment, we really would appreciate it and you can do so at the link provided here: https://steelseries.zendesk.com/requests/99694/satisfaction/new/svnPOPwAVE0gMqsC0nLaVDsQy?locale=1#/satisfaction/new/good
  292.  
  293. If you're not satisfied, please respond directly via the ticket form or via email, so that we may get a chance to address your concern and ensure you're satisfied!
  294.  
  295. Thank you for working with us and for choosing SteelSeries. We appreciate you as our loyal customer. Happy Gaming!
  296.  
  297. Regards,
  298. Brendan M
  299. SteelSeries Support
  300.  
  301. May 13, 2013 10:16 pm
  302.  
  303. -------------------------------------------------------------------------------------------------------------------
  304.  
  305. Request #109002 follow-up to request #99694
  306. Re: Re: Re: SteelSeries Ikari Laser
  307.  
  308. Oliver Snith
  309. May 14 03:12 pm
  310.  
  311. This is a follow-up to your previous request #99694 "Re: Re: SteelSeries Ikari L..."
  312.  
  313. I'm sorry to have to extend this ticket yet another time, but it appears as if the tracking ID that I received was wrong, at least I think so.
  314.  
  315. "Oliver,
  316.  
  317. We have confirmed that your replacement product has been shipped. Here is the tracking #:05005022242386
  318.  
  319. Please allow 3-5 business days for it to arrive. You can track it via:
  320. FedEx: http://www.fedex.com/
  321. UPS: http://www.ups.com/WebTracking/track?loc=en_US&WT.svl=PNRO_L1
  322. DHL: http://www.dhl.com/
  323. DPD: http://www.dpd.com/tracking
  324.  
  325. This ticket will close within 7 business days. If there is an issue with the shipment, please contact the shipping company by phone.
  326.  
  327. If you'd like to leave a positive comment, we really would appreciate it and you can do so at the link provided here: https://steelseries.zendesk.com/requests/99694/satisfaction/new/svnPOPwAVE0gMqsC0nLaVDsQy?locale=1#/satisfaction/new/good
  328.  
  329. If you're not satisfied, please respond directly via the ticket form or via email, so that we may get a chance to address your concern and ensure you're satisfied!
  330.  
  331. Thank you for working with us and for choosing SteelSeries. We appreciate you as our loyal customer. Happy Gaming!
  332.  
  333. Regards,
  334. Brendan M
  335. SteelSeries Support"
  336.  
  337. I confirmed that the previous mouse was faulty on the 7th of May, at which you responded on the 8th, saying that you'll ship a new one. However, if you look at the tracking ID through DPS, which is the only one that works, it says that the package was shipped on the 4th of May. Now it seems to be the proper region, but I've been at home for the last week and as far as I can tell, no delivery has been attempted.
  338.  
  339. Regards,
  340. Oliver
  341.  
  342.  
  343. Comments
  344. Mike S
  345. SteelSeries support
  346. Oliver,
  347.  
  348. No worries and sorry for the continued problems. Truth be told we ourselves are fed up with the warehouse as their failures have led to a couple really bad experiences with our support, such as yours. I'm personally doing my best to get the situation under control and fix all the issues we've had. Hopefully I can implement these changes very soon...
  349.  
  350. We'll look into this right away and make sure your product is on the way.
  351.  
  352. Sorry once more for the continued trouble and for sticking with us and being patient through the process. I completely admit it has been a mess and bad service, and we're not happy with it at all :(
  353.  
  354. Update ASAP as the warehouse responds to our inquiry.
  355.  
  356. Regards,
  357. Mike S
  358.  
  359. May 15, 2013 05:47 pm
  360. Oliver Snith
  361. Hi Mike, and thank you for your response,
  362.  
  363. I understand and I have the uttermost respect for the SteelSeries support, it's just a series of unfortunate events that has forced me to contact you guys so many times, starting with the SteelSeries 5H v1 and its microphone. The quality and feel of the products make it all worth it though, which is why I chose to recommend SteelSeries to my friends.
  364.  
  365. I'm looking to acquire a SteelSeries mechanical keyboard as this is the only gaming peripheral that isn't produced by SteelSeries. If it happens to be the case that the mouse hasn't been sent, would it be possible for me to make a paypal-payment and have a 7G included in the shipment?
  366.  
  367. Fingers crossed!
  368. Regards,
  369. Oliver
  370.  
  371. May 15, 2013 10:55 pm
  372. Oliver Snith
  373. "I'm looking to acquire a SteelSeries mechanical keyboard as this my only gaming peripheral ..." *
  374.  
  375. May 16, 2013 01:21 am
  376. Brendan M
  377. SteelSeries support
  378. Hello Oliver,
  379.  
  380. 6gv2 Red switch with US layout? or 7G black switch with Nordic layout?
  381.  
  382. Best regards,
  383. Brendan M
  384. SteelSeries Support
  385.  
  386. May 20, 2013 08:35 pm
  387. Oliver Snith
  388. Hi Brendan,
  389.  
  390. The 7G would have to be my choice.
  391.  
  392. Regards,
  393. Oliver
  394.  
  395. May 20, 2013 10:10 pm
  396. Brendan M
  397. SteelSeries support
  398. Hello Oliver,
  399.  
  400. Alright, it's getting out Wednesday 5-22-13. Tracking will come at the end of the day then.
  401.  
  402. Bestregards,
  403. Brendan M
  404. SteelSeries Support
  405.  
  406. May 21, 2013 06:15 pm
  407. Oliver Snith
  408. Thank you, looking forward to it!
  409.  
  410. Regards,
  411. Oliver
  412.  
  413. May 22, 2013 06:58 pm
  414. Oliver Snith
  415. Any progress on the tracking ID?
  416.  
  417. Regards,
  418. Oliver
  419.  
  420. May 24, 2013 11:57 am
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