Sticky buttons - and how to get a replacement unit
Over the course of the past month we’ve discovered a higher than acceptable return rate on the WoW MMO Gaming mouse. The problems were found within a limited number of early manufactured units from the first batch of production.
It is unfortunate that these devices made it through our quality control process and out to the public - of course this is unacceptable and we deeply apologize.
The good news however, is that we have now resolved this issue and have identified the affected units along with their specific serial numbers. A process has been established to expedite the replacement of any affected devices in a quick, simple and painless manner - either through the place of purchase or through the SteelSeries website (whatever is easiest for the customer).
Lastly, we wish to underline that the issue has been corrected and we are continuing to monitor our supply chain closely.
We appreciate the feedback provided by the community.
/Casper
January 23rd, 2009 16:11
Does this also include the issue with buttons not responding? I have read that others are having this issue as well.
January 23rd, 2009 21:39
Casper,
Is the process for getting a replacement your standard RMA process? In which we ship the item back to you, and then receive a replacement?
And is the request process the same one? I logged a support issue for my mouse, which I ordered (against my better judgment) and… lo and behold, squeaking button, and then beginning to stick. So far, there’s been no response to my support issue.
What is the expected turn-around time for the process? And what is your team doing on their end to expedite the process for your users, especially given what a high-profile product this mouse is?
January 23rd, 2009 21:47
It is nice to see you guys own up to the issue. Unfortunately, it is too little and too late. I had a preorder with Amazon but canceled it about a week ago, and by the way, while you are announcing that already distributed and failed mice can be returned for a replacement, Amazon says, as of today, that the mouse has still not been released. I’m done with the mouse and with this company. There are other mice with extra buttons, and I can write my own macros.
January 24th, 2009 00:25
“quick, simple and painless manner”…I sure hope so, pre-ordered it mid october, got it 2nd Jan with a squeeking button, sent it back and is now waiting for a replacement.
Bought at www.webhallen.com (Sweden)
January 24th, 2009 21:03
I pre-ordered it last week and receive the delaying mail yesterday.I hope my mouse is perfect and need no replacement.
“pre-ordered it mid october, got it 2nd Jan” That seems I can get my mouse in Apr.That will be terrible.
January 25th, 2009 22:48
Epic Fail.
January 26th, 2009 10:59
#1 The mouse button 4/5 issue was fixed some time ago with a software update: http://www.fragyou.net/2009/01/02/software-updated-for-wow-mmo-gaming-mouse/
#2 Yes, the process is the same however we quadrupled the staff temporarily to comply with the number of enquiries. The request process is still the same.
Turn-around time for replacing your mouse is max. 2-4 weeks (varying factors include shipping time/delay at the courier company - and your geographical placement).
January 26th, 2009 16:02
Out of curiousity - what’s included in the box with the mouse? I received mine from amazon (finally) - and the box is empty except for the mouse? No drivers, manual, or anything else…
January 27th, 2009 05:32
Casper,
Thank you for your response. I am very much enjoying my WoW mouse, when it is working, and would very much like a working one, to enjoy full time!
While I have in the past been very critical of your company’s handling and response to this issue (being a community manager myself, it’s easy to be overly critical of another company’s PR issues, I’ll admit), and while I’m still not quite satisfied with the level of service I feel that I and other affected users have perhaps received, I will admit that your product is compelling enough for me to feel it is worth the wait and hassle… It has, in fact, made playing my warlock fun again.
Having said that… I, and I am sure many others, have submitted an RMA request and are still waiting on an initial response. What is the average time we can expect to wait to receive instructions for mailing back our defective units?
January 27th, 2009 12:08
got mine on jan 23d, sent it back on the 25. GG guys. GG.
January 27th, 2009 12:11
#1 The mouse button 4/5 issue was fixed some time ago with a software update: http://www.fragyou.net/2009/01/02/software-updated-for-wow-mmo-gaming-mouse/
lies. i had the newest drivers and DLs for it, still didnt work properly.
maybe you guys should stop blogging lies and start responding to peoples help requests on your customer support. atleast email them and send them a status update like your website says to expect.
not only does the mouse button 4 not work for me, but the entire mouse stops working randomly every 10 minutes or so when surfing the net.
January 27th, 2009 21:15
#11
It’s… uh… actually fixed for most everyone, actually. It sounds like it may be an issue with some conflict with something else on your computer.
January 27th, 2009 22:46
#peter
“quick, simple and painless manner”…I sure hope so, pre-ordered it mid october, got it 2nd Jan with a squeeking button, sent it back and is now waiting for a replacement.
Bought at www.webhallen.com (Sweden)”
That can’t be true peter..I pre-order mine at 12 sep 2008 and webhallen haven’t even got the mouse yet for this long.
So stop lying, you havent even touch this mouse yet.
January 27th, 2009 22:54
#Vincent
Peter is lying, I pre-ordered my mouse 12 sep 2008 at webhallen and I still haven’t got it yet january 27 2009, they just keep sending me those mails that they are pushing back the release-date for it.
January 27th, 2009 23:50
#12
sure, maybe its my windows xp, or maybe its my wow, or maybe its my itunes…
right…
January 27th, 2009 23:57
Why on earth should I have to pay for return postage for this faulty product to be replaced?!
January 28th, 2009 09:12
A process has been established to expedite the replacement of any affected devices in a quick, simple and painless manner - either through the place of purchase or through the SteelSeries website (whatever is easiest for the customer).
I have filled out a ticket for my defective mouse and supplied all of my info but have not received an RMA number. It has been 4 days since i submitted a ticket.
Adam
January 28th, 2009 23:42
i found that returning it to the store i bought it from was way easier than trying to go through the steelseries website to get a replacement btw, hope this helps.
January 30th, 2009 06:40
“The good news however, is that we have now resolved this issue and have identified the affected units along with their specific serial numbers.”
Will SteelSeries release publicly information that will identify the affected units? I would like to buy one of these where available but I would like to first verify, via the serial number (or other method), that I am not buying a defective unit.
Thank you.
January 31st, 2009 00:29
Ever think shipping delays were due to where you preordered it? I preordered at Gamestop Got, was defective, walked backinto the store and they replaced it with a new one, problem solved.
January 31st, 2009 06:44
I put in for a replacement mouse and they sent me back a dhl number which I can use to send the thing back to them free. They also said that if I email them the tracking number they will send the mouse right out. Assuming the new mouse works, then all is good. BTW Its easier for me than returning it to the store as I am in Australia and bought mine online from Scotland as that was the only one in the workd I could find :)
February 12th, 2009 00:54
“is that we have now resolved this issue and have identified the affected units along with their specific serial numbers”
so watis the number ?
personnaly i fix the buton by myself
my mouse is S n° : 62006 3590940402495
February 12th, 2009 22:41
filled in the complaint form over 2 weeks ago. and had no response from the SS men to-date. I thought it would be the quickest easiest option to deal direct with the OEM… WRONG!!! the SS men make all the right noises but acually do **** all to help you. All I want is a mouse that works not to much to ask for £80 is it? COME-ON YOU PEOPLE PULL YOUR FINGERS OUT and HELP us all.
February 13th, 2009 04:55
Casper, your company continues to fail me. I had a previous ticket (prior to this announcement) because I had squeaking buttons, but no sticking (yet). I just wanted to know what I should do.
When you made this post, I decided to close out the question in your system, and submit an RMA.
In the RMA request, I mentioned that I had a previous ticket, that I wished to close, as I was now requesting an RMA.
Instead, I received an answer to my first ticket, telling me to file an RMA (I already had at that point)
I have YET to receive a response to the RMA request… it was made the same day as this blog post: January 23rd.
Logging in to check on the status, I see that my RMA request is marked as “closed, duplicate request”
What in the HELL is going on over there? Why is dealing with your support such a nightmare? At this point, I’d like someone from your company to contact me (you have my email address) and I would like to be able to make an exchange WITHOUT having to pay for shipping… which is an insane request from your company in the first place.
February 27th, 2009 12:36
[…] Raspunsul oficial al celor de la SteelSeries in legatura cu problema : Sticky buttons - and how to get a replacement unit Over the course of the past month we?ve discovered a higher than acceptable return rate on the WoW MMO Gaming mouse. The problems were found within a limited number of early manufactured units from the first batch of production. It is unfortunate that these devices made it through our quality control process and out to the public - of course this is unacceptable and we deeply apologize. The good news however, is that we have now resolved this issue and have identified the affected units along with their specific serial numbers. A process has been established to expedite the replacement of any affected devices in a quick, simple and painless manner - either through the place of purchase or through the SteelSeries website (whatever is easiest for the customer). Lastly, we wish to underline that the issue has been corrected and we are continuing to monitor our supply chain closely. We appreciate the feedback provided by the community. /Casper Link sursa […]
April 24th, 2009 22:04
Bit of a joke this for an £80 mouse. Does any one in england no were we have to send this mouse back to if we have to rma as i dont fancy paying the cost from england to Denmark there headquaters
June 22nd, 2009 17:54
I had my mouse for about a week and the mouse button got stuck down, asked how I could replace it on 4/09 took a week for them to say I could send it back to them then asked for my address. I then waited 2 months for a reply back, contacted them again, Then they sent it a message to me. Since I sent it with another product going to the same state for an exchange, I got the other product back much faster than that Damned $100 mouse. This companies service Sucks.