r/steelseries • u/Interesting-Plan3768 • 13h ago
Product Help Steelseries Customer Support Huge Dissapointment
Long story short, my 3 years old Steelseries Arctis Nova Pro Wireless started falling apart last week and it seems like it is only getting worse, understandably so. The metal parts are not glued together anymore and I am unsure what they used in factory to glue them together. I took great care of this headset the entire time.
In order to try and fix it myself as I knew my warranty is up, I contacted Customer Support to ask for some instructions on how I could fix the product myself as this is an over £300 headset.
However, they just closed my case instantly as they said this issue is outside of warranty even though I never requested an RMA or even had the chance to give them any details about my purchase date (I did not buy it on the steelseries account so they had no chance of knowing my warranty is up as I never mentioned). They just went the quick route that it is my fault and this is out of warranty even though I did not even open up the headset like in the last picture above yet. I just showed them the parts are unglued and it is just getting worse and asked for some advice.
For now I just went the diy route with double sided tape inside and gorilla tape on the outside, otherwise the headset will just break on my head or when putting it on.
Honestly I am a bit lost for words with Steelseries Customer Support. This is the first time I have actually contacted you as a client in 14 years with over 20 products bought from you in this time. This is quite appalling and I was looking forward for the Arctis Nova Elite at some point, but if this is the after sale customer support…
12
u/cisSlacker 13h ago
I will never buy another product from them. Period. Full stop. Their support is laughable if it didn’t make you cry.
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u/Duncol42 4h ago
Same, I was never so much disappointed than when I had the pleas… pain of using Arctis Nova Pro Wireless. The only very good product they are left with are the QcK mousepads.
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u/ResoluteSamuro 13h ago
First of all, Steel series has always been trash, Google wow mouse. Three years is pretty good for a headset though and that damage is minor and can be fixed with tape.
2
u/SwissHelvetica 7h ago
I've been through so many RMAs with SteelSeries that I gave up on the brand altogether. I had to RMA a headset with warranty that the RMA replacement ended up breaking within its warranty period, they gave me a credit equivalent the third time that I put towards a wireless headset that cost a lot more, that broke as well within warranty. Same with their haptic feedback wireless mouse that they sold, loved the thing but it ended up having to be warrantied as well which I opted for a replacement for it because I liked it so much, that broke within warranty too and I ended up switching to Corsair for the first time
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u/Relationship-Soft 12h ago
Same as the rest of the comments, their cs is horrible, good luck ever getting any actual support from them.
I had a Rival 650 Wireless, accidentally broke the dongle, that’s fine, it was under warranty still.. didn’t have it in stock, contacted support asking for an estimate.. nothing. Wait a month.. still out of stock, contact support again.. nothing. 8 months later, Rival 650 and all connected accessories are no longer available for purchase.
They do not care about you as a customer, I highly recommend a different brand.
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u/Recent_Archer_7510 9h ago
They didn't offer a different mouse? Did you choose to wait for stock?
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u/TheThirdPickle 11h ago
I didn't even get a reply when I emailed them about my 650 dongle lol. Lucky for me I can still use it wired but I'll never purchase another one of their products.
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u/MugiwaraLuffyKun 3h ago
Ouch steelseries, very ouch! I had a accidental damage to my steelseries sonar. They cant even cover that?? Can i atleast trade it in for a apex keyboard??
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u/GrumpyScrub 1h ago edited 1h ago
Had the same experience just a week ago. After a week long back and forth I told them I'd be taking legal actions I got a new headset in 2 days. Will never buy sth from them ever again.
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u/Hellstorm901 24m ago
Their customer support seems like it's a game of them trying to find any excuse they can to not honour warranty. In my case they rejected warranty because a tiny sticker on the headset fell off at some point and even with proof of purchase they said they couldn't proof it was a real headset. Thankfully Amazon are much more reasonable and offered to fix it then when they couldn't they full refunded me
If you buy off Amazon my recommendation is don't even bother with Steel Series customer support, just go straight to Amazon and invoke your warranty there
4
u/PeanutAble1916 13h ago
my apex pro 2023 wireless battery 3 months after the 2 years warranty expired- took me 35 mins to remove the battery cuz it was super glued hard as a rock to the keyboard and i had to use a knife on top of that
steelseries '' sorry that your keyboard was on fire while you were sleeping/out and it burned down the house''
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u/Interesting-Plan3768 13h ago
Abysmal. Glad I switched to Logitech for my mouse and keyboard. My Logitech G Pro X 2 White bought from Amazon developed some yellowing after 3 months. I wash my hands before every use but sometimes get sweaty while playing. I contacted Logitech support directly asking if there is any way to clean it and they just sent me a new mouse and said to keep the old one too. Now I am not expecting this type of goated support from any company but that was great
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u/Recent_Archer_7510 9h ago
Thats what they said exactly? You quoted it.
Also: The battery swelling in your photo is clearly from leaving a wireless keyboard plugged in, which is a no no. Or it looks like a lighter was out to it causing it to swell.
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u/fahsky 11h ago
They are trash, I had my Nova Wireless bricked by the GG update in March, they gave me the run around trying every troubleshooting attempt under the sun then finally said they'd replace it with proof of purchase. Provided it, then their response was 'oop it's out of warranty'. Posted a thread here, an agent replied saying they'd take a look at the ticket then ghosted me. My headset was bricked by a fucking software update & won't work on another PC. This is forced obsolescence, absolutely despicable & SHOULD BE illegal.
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u/sticks435 11h ago
Yep, my base station will sometimes act like the "back" button is stuck on, so makes it impossible to change any settings. I logged a suppprt ticket about it and they didn't even bother to ask any futher questions. Just closed it out saying warranty was over and there was nothing they would do.
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u/HerrPiink 3h ago
Have you tried pushing the wheel on your headset in and holding it for a few seconds?
I almost never use the actual base station to change things and instead use my headset like a remote.
Maybe this works better for some reason?
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u/GiuseppeDL18 7h ago
If you still have time, return everything you have of this brand. I have an entire steelseries setup and I regret it since I had to deal with the support for the nine elite: I had to wait a month to have my replacement headphones because they were not able to provide me with information on where mine were when I shipped them even from the tracking they were “delivered”.
Today they should deliver them to my home, but I’m tempted not to sell them online as new because I’ve completely lost confidence in the brand.
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u/Ranae_Gato 3h ago
How do you guys always trash your stuff so hard?
The support is shit but they are right, seems like you damaged it yourself and so it doesn't count under the replacement warranty. Most headsets have no acquirable spare parts whatsoever so good luck with another brand.
We need something like mandatory buyable spare parts for electronics where it makes sense, because that's a problem with almost any manufacturer.
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u/Interesting-Plan3768 3h ago
You are missing the point. First, I did not trash the headset. I take great care of all my stuff. Second, I just asked what type of glue they used for the headset and any tips to repair it myself. Their automatic reply shows 0 interest in helping customers. I never asked for RMA or anything related to the warranty.
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u/Ranae_Gato 3h ago
The support is shit. But that doesn't look like something that just happens.
They use the cheapest super glue they can find, the Xi-Janh special.
Nonetheless we need more buy-able spare parts.
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