SteelSeries Customer Service Issues

My headset has stopped working, and there is no reset button to be found or it might be misplaced. Regarding my conversation with SteelSeries support, they mentioned they cannot proceed with the warranty process since I am currently in Mexico, despite the product being purchased and received in the US. I am fully capable and willing to return the item in the US. It appears they are struggling to comprehend that my location in Mexico does not impede the return process for me. Despite my efforts to seek clarification, their responses continue to circle back to the location issue, which does not offer a solution but rather serves as an excuse. I find it perplexing that they cannot guide me through the process by explaining, "You are currently unable to do so because you are in Mexico, but once in the United States, you would need to...”. It seems like a lack of effort on their part. I look forward to your response. Thank you.

I recently received a claim code for a warranty replacement headset that needs to be used within 60 days before it expires. The specific headset is consistently out of stock, and every time I try to purchase it when it's briefly available, it becomes unavailable once I click the link. I suspect this may be a deliberate tactic to prevent replacements. Communicating with the company has been challenging, with no real person to address the issue. I’m considering reaching out to the Better Business Bureau regarding this matter, as it seems other customers might be experiencing the same problem. I hope to receive assistance soon and obtain my replacement headset without further complications.

I am experiencing issues with my Steelseries Arctis 5 Dota edition headset. The microphone suddenly started producing static noise and has stopped working altogether. I have checked the settings in Discord, tried different ports on my computer, and reviewed the Steelseries engine settings, but the problem persists. Even a slight movement of the microphone causes excessive static noise, and when I move my head, the input usage fluctuates. I am unsure how to resolve this issue as I am very fond of this headset, and I have been a dedicated Steelseries customer for many years. I recently reached out to Steelseries support, but now the microphone is completely non-functional, leaving me without a working headset. Thank you.

Hello, my name is David R. I already own 2 headsets from SteelSeries. Arctis Pro with Doc Station (purchased about 2.5 years ago) -- I had an issue with a cable connection after 1.5 years with this headset. -- I switched to an Arctis 7 wireless (PC, PS) a few months ago, which suddenly stopped connecting. In the past 2.5 years, I have spent €[redacted] on headsets and now I don't have one to use. It would be nice to receive a new Arctis 7 wireless headset since the current one is not connecting anymore, along with a new cable for the old headset (the cable from the Doc Station to the headset). Ps: I take good care of my things and chose SteelSeries back then. My future decisions will depend on how this is resolved. Kind regards.

I purchased a Steelseries Arctis 5 gaming headset some time ago, and overall, I have been disappointed with the experience. Initially, the headset worked well, but after a few months, it began to have issues. The audio would cut in and out intermittently, which became more frequent over time. Subsequently, the microphone began struggling to pick up my voice, eventually losing all audio input. Despite my efforts to troubleshoot, no solution has been found. I have other SteelSeries products that I enjoy, like a keyboard and a mouse, but this headset's performance has left me unsure whether it was a defective unit or a common issue with the Arctis 5 model. I'm not seeking a refund due to the time elapsed since purchase, but I feel burdened by having to replace a potentially faulty product or having paid for an unreliable one.

Hello, I purchased an Arctis 7 headset that was working well until this morning when it suddenly stopped working. When checking SteelSeries GG under "gear", it indicated that the headset was "not connected," even though the transmitter was plugged in and there have been no recent updates to Windows or SteelSeries GG. I attempted to re-pair the headset by pressing and holding the button on the side of the wireless transmitter, but it didn't start blinking. Turning off the headset doesn't allow it to connect. I proceeded to uninstall and reinstall SteelSeries GG, but now I am unable to see the headset in the app at all. Despite trying different USB ports and ensuring their functionality with other devices like flash drives, the issue persists. Although the wireless transmitter briefly blinks when plugged into a USB port, it then turns off. Attached is an image showing that the headset is no longer detected by SteelSeries GG. If you have any suggestions on how to troubleshoot or resolve this problem, I would greatly appreciate it. Thank you.

Hi, I recently purchased an Arctis 7 headset that was working perfectly until this morning when it suddenly stopped working. Upon checking SteelSeries GG, it indicated that the headset was "not connected," even though the transmitter was properly plugged in without recent updates to either Windows or SteelSeries GG. Despite attempting to re-pair the headset by holding down the button on the wireless transmitter, it failed to start blinking, and turning off the headset didn't lead to a successful connection. I then uninstalled and reinstalled SteelSeries GG, but now the headset doesn't even show up in the app. I've tested different USB ports and verified their functionality with other devices like flash drives. When plugging in the wireless transmitter, the LED briefly blinks before turning off. As shown in the attached file, the headset is no longer detected by SteelSeries GG. Any advice on resolving this issue or troubleshooting steps would be greatly appreciated. Thank you.

Order Number: [redacted]-[redacted] I purchased a SteelSeries Arctics Pro Wireless headset on August 17, [redacted] from Amazon. Recently, while putting it on as usual, I noticed that the plastic behind the left ear cuff had snapped where it connects to the metal frame. This has rendered the headset unwearable for me. I would like to request a refund since I found it disappointing that the headset didn't even last a year despite my gentle handling. I have owned various gaming headsets in the past, and this is the first time one has broken so quickly. I treated myself to a more expensive headset hoping for better quality, but now I am concerned that any replacement might suffer from the same issue due to the poor quality of the plastic materials used in the product.

I had a Stratus Duo that experienced an issue and was replaced under warranty. However, the replacement controller keeps switching to player 2 after a short period of use, despite trying numerous software fixes. A friend brought a different wireless controller with no issues, indicating the problem may be with the new controller you provided. I am frustrated by the lack of communication from your company and considering reaching out to the Michigan Attorney General's office. I paid $60 for this controller and have now received two potentially defective ones. It seems like a situation that may warrant further investigation. I hope this matter can be resolved without further complications. - Josh S.

There has been an issue with my Arctis 7 Wireless headset. A piece of plastic inside the left side keeps breaking off, causing the cup to rotate and slide, making it uncomfortable to wear. I suspect the plastic that held the metal bar in place has broken, leading to this problem worsening over time. I have tried to fix it by removing the broken pieces, but it keeps happening. I have not mishandled the headset, mainly just placing it on my bed gently. I believe there might have been a manufacturing fault in that area. I am considering taping it temporarily to stop the movement and discomfort. If anyone has a solution or advice on how to fix this issue, I would greatly appreciate it. Thank you.

My Arctis 7 headphones are occasionally not turning on. I haven't been using the wireless feature, only the wired connection for a day. When I returned home and tried to turn them on, nothing happened. I charged them and saw the battery indicator showing green. After disconnecting from the charger, they still wouldn't turn on. I left them charging for 30 minutes, but they remained unresponsive. Even after a factory reset, they wouldn't power up. Eventually, after leaving them to charge for a while, they turned on and worked fine. However, when I tried to turn them on after a full night of charging, they failed to respond. Could the battery be dead? They were functioning without issue before I left home and didn't require a charge for approximately 20 hours.

Hello, I am experiencing difficulties with my Arctis Pro Wireless headset. I am unable to use it to speak on Discord and play games in surround sound simultaneously. When set to "headset earphones," Discord works, but the surround sound in games does not. When set to "headphones," games have surround sound, but Discord doesn't function. I have attempted various troubleshooting steps, including adjusting settings on the SteelSeries Engine and wireless transmitter, changing input and output settings in Windows 10, modifying settings in Discord, checking for updates, and adjusting the properties of the headphones as suggested on the website. Unfortunately, none of these methods have resolved the issue. When using the "headset earphones" setting, the sound quality fluctuates while listening to Spotify, and game audio fades until there is activity in Discord or the game. Additionally, switching between settings during gameplay causes audio loss that can only be fixed by restarting my PC. I would appreciate any suggestions to address these problems as I am currently stuck. Thank you for your assistance.

I purchased an Arctis 1 headset from Walmart at the beginning of May, and I was very pleased with it for its price of $40. However, about a week ago, after unplugging my microphone and plugging it back in, the microphone stopped working properly. My friends said I sounded muffled and underwater, and they could hear audio from my headset. I bought a new microphone from SteelSeries, which arrived today (June 27, [redacted]), but the issue persists. I'm eagerly seeking a solution to this problem as I enjoy using this product and was planning to upgrade to the Arctis 7 for Christmas. Please advise on how to resolve the microphone issue or provide a replacement headset. Thank you for your assistance.

Hello, I recently bought the white SteelSeries Prism Keycaps and they arrived today. I was really excited to try them out, and once I put them on, I was pleasantly surprised by how good they looked. I chose these over other brands because I was hoping to have the SteelSeries logo key and other specific keys like the profile and brightness hotkeys under the F9-12 keys. I understand that these keycaps are designed to be universal, but I was wondering if there might be an option to order these specific keys in the future. I was expecting to see them included as alternate keys since they are SteelSeries branded, but unfortunately, they were not. It would be great if this is something that the company considers producing down the line, as I believe many others would also be interested in purchasing them.

Hello, I'm encountering issues with my Arctis 9 headset (PC/PS4). This is the second headset I've purchased, as the first had a defective mic that produced random fry sounds. The current headset has an imbalance in volume levels between the left and right speaker, causing everything to sound like it's coming slightly from the left side. I've attempted to adjust this in Windows 10 settings, but it's bothersome and resets when connected to a new device, which doesn't work for my TV or Android phone. Additionally, I experience no audio output when connecting the headset to a bluetooth device, and during calls, people can't hear me through the mic. I'm reaching out in hopes that something can be done, possibly through the warranty. I want to keep this headset because of its dual wireless connection capabilities, but currently, it's not functioning properly. Unfortunately, I've had issues with this model as this is the second Arctis 9 I've tried. Thank you in advance and have a good day!

I recently upgraded to a [redacted] Apple TV 4K, replacing my [redacted] model. I have encountered issues pairing my Nimbus controllers with tvOS 14.6. Despite various attempts, I cannot get them to connect. Unfortunately, I am unable to find assistance through live chat or phone support on your website. The online troubleshooting provided has not resolved my problem, leaving me with two controllers I cannot use. I purchased these controllers in September [redacted] and would appreciate some personalized guidance beyond what is available on your website. It appears this issue is widespread among Apple TV users, and I hope you can provide a solution.

I need help with my audio settings while gaming. I took a test on YouTube to check my audio, but I still hear sound in both ears instead of distinguishing between left and right. I have a SteelSeries Arctis 7 headset, and I believe there is a setting to adjust this. Can someone please guide me on how to fix this issue? Thank you.

Just over a week ago on Saturday, August 7th, I updated Steelseries GG. Ever since, I've had issues remapping the keyboard keys on my Steelseries Apex Pro to mouse buttons. I can remap them to other keyboard keys and functions, just not mouse button keys, which I frequently use. When I try to remap a button to a mouse button, my computer stops receiving input. I've attempted to resolve this by reinstalling a previous version of Steelseries GG, resetting the keyboard by unplugging it, holding the buttons on the top right corner, and restarting my computer, but nothing has helped.

My Rival 3 wireless mouse isn't turning on. During a gaming session, my headphones pulled my mouse, causing it to hit the floor and flash white and yellow lights before shutting off. Despite trying to replace the batteries and checking for visible damage, the mouse still won't turn on properly. The sensor works, but the red light is dim, even with new batteries. Best Buy couldn't repair it and suggested I might exchange it since I've only had it for a week. I hope to hear back soon on how to proceed as this mouse is my favorite for gaming, and I'd love to continue using it. Thank you for your assistance. 🙂

My Arctis 7P headset disconnected from my PlayStation 5 after I moved out of the connection range, and I've been unable to reconnect it. Typically, it would reconnect when I got close to the console, but this time it did not. I've attempted a factory reset, tried to connect to the SteelSeries Engine without success, restarted the PlayStation 5, and turned the headset on and off multiple times with no luck. I am starting to think I may need a new wireless dongle receiver, but I am hesitant to spend more money on this expensive headset.