| NHL Fever Canada. August 10 2012 11:31. Posts 81 | Profile # |
So the '1' key on my 6Gv2 stopped working (still works on number pad). Keyboard is a few years old. I thought steelseries products were indestructible - nope.
Called CS....oh wait a second I didn't call. because they have NO PHONE NUMBER. When you can't even call to discuss your problem, this is a red flag. What it usually means is the company does not want to take responsibility for their product. And this turns out to be the truth - warranty is 1 year.
Yep you can tell steelseries really makes good products that last - just not beyond the 1 year mark. I can tell they REALLY believe in their product.
The whole point of making 'higher end' products, is that they are better than lower end ones. So 'industry standard' for warranty is kind of a dumb-nuts defense, wasn't the whole point of spending cash on a steelseries products because its BETTER than standard?
In the past I have called Logitech about keyboards that were literally 3-4 years old, and received a new keyboard and pre-paid postage for return in days.
As you can tell I am pissed. Would love tips on things to check or home fixes I can do. Right now with severe pounding I can get it to register every 6 or 7 clicks. All other keys fine.Last edit: 2012-08-10 11:32:35 |
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| Asymptote1 August 10 2012 11:53. Posts 121 | Profile # |
| Not disagreeing with you or anything but considering it lasted a few years is that not reasonable considering you were also probably gaming pretty hard on it as well? Not saying they should leave you out to dry but is say the $120 (approx) not your moneys worth considering it lasted a few years? |
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| achristes Norway. August 10 2012 12:07. Posts 649 | Profile Blog # |
On August 10 2012 11:31 NHL Fever wrote:
So the '1' key on my 6Gv2 stopped working (still works on number pad). Keyboard is a few years old. I thought steelseries products were indestructible - nope.
Called CS....oh wait a second I didn't call. because they have NO PHONE NUMBER. When you can't even call to discuss your problem, this is a red flag. What it usually means is the company does not want to take responsibility for their product. And this turns out to be the truth - warranty is 1 year.
Yep you can tell steelseries really makes good products that last - just not beyond the 1 year mark. I can tell they REALLY believe in their product.
The whole point of making 'higher end' products, is that they are better than lower end ones. So 'industry standard' for warranty is kind of a dumb-nuts defense, wasn't the whole point of spending cash on a steelseries products because its BETTER than standard?
In the past I have called Logitech about keyboards that were literally 3-4 years old, and received a new keyboard and pre-paid postage for return in days.
As you can tell I am pissed. Would love tips on things to check or home fixes I can do. Right now with severe pounding I can get it to register every 6 or 7 clicks. All other keys fine.
Not that big of a difference, and if it lasted a couple of years isn't that good enough? It's not that expensive, and considering it (probably) has been used a lot for gaming/other random stuff I don't see anything wrong with this. |
| | youtube.com/spooderm4n | twitch.tv/spooderm4n | Random videos and games I feel like uploading |
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| Ropid Germany. August 10 2012 12:14. Posts 1303 | Profile # |
I would remove all key caps and open the keyboard. Perhaps you can see something that you can fix yourself. You can also open up the switch itself. Google for blog or forum posts with pictures for help. Perhaps the cleaning that you will do in all of that will be enough for it to work again.
Ask a friend that has experience with soldering and tools like a resistance meter. He can check if the contacts at the '1' switch have a fissure or something, and can perhaps fix it with his soldering iron. If the switch is broken, you can exchange it with the one from the Scroll Lock key. Gift him a few good quality beers. |
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| Sosweets Canada. August 10 2012 12:57. Posts 70 | Profile # |
| My 7g lasted me well over 4 years \o_o/ |
| | Yesterday's the past and tomorrow's the future. Today is a gift - which is why they call it the present |
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| lawsonnz Scotland. August 10 2012 13:08. Posts 127 | Profile Blog # |
| Thing is their support is actually first class, go to the RMA on their website, google it. You'l get a response in 24 hours, also if its out within warrenty you wont get any support most likely, the whole fact of the warrenty is for your support to replace a product or to repair it, not for you too demand a fix when its out with that date. |
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| ChiknAdobo United States. August 10 2012 13:14. Posts 183 | Profile # |
| Good to know about the limited warranty. I'm definitely not a fan of companies with sucky warranties. |
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| dicedicerevolution United States. August 10 2012 13:23. Posts 223 | Profile # |
Their RMA section on the website is completely barren. I've had similar experiences with the SteelSeries Siberia headsets (the originals, back around 2005) and their support seemed non-existent then. They also do not keep up with any driver or firmware updates to my knowledge. Their marketing is top notch, cannot say the same for support.
Logitech like you mentioned is absolutely superb in the support department. |
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| NHL Fever Canada. August 10 2012 13:38. Posts 81 | Profile # |
Thanks for the replies, I will try taking it apart and having a look. I understand most keyboards don't last long.....that's why I bought a higher quality one in the first place.
When you don't have a phone number, your service is shit, period. For those who suggested RMA, there are different levels of RMA. Steelseries version is the 'we don't talk to you and you pay the shipping' kind of RMA. That's assuming you return within the 1 year.
Will definitely not buy from them again. |
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| Doko Argentina. August 10 2012 15:28. Posts 1423 | Profile # |
I can vouch for the logitech support. my mx518 was one of the earlier models that after a while would randomly start turning off.
After getting in touch with them via phone I had a new mice within a week, which considering was an international delivery was pretty impressive and with with 0 customs charges. |
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| OptimusYale Korea (South). August 10 2012 16:36. Posts 978 | Profile Blog # |
Call centres cost money....Steel Series is a modern company...I'm sure they have an email customer support that you can use. This reduces costs for you and them, they don't have to pay for a free phone number, you don't have to pay for an 080 number.
http://steelseries.com/support Go there and register a ticket
Remember that mechanical keys have a 50k life span, you press the key over that and the key can die. You may have to replace the switch which will repair it (try switching your switch from another key) or just get a new one which is the unfortunate.
As for the 1 year warranty, that is all that is required of them. You've had the product for a few years, how long are you expecting? 5 years? Electricals die well before that. Remember that Steel Series is a niche company, whereas Logitech produce all levels of good ranging from the shit to the elite. 1 year is more than enough for any production flaw to show itself, after that it is pretty much wear and tear. Contact them, have a word with them. They may tell you theres nothing to do, they may tell you a few home remedies they may even take it in for repair.
If my cherry keyboard dies after a few years of use, I know that it has been good to me and it's time to move on. |
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| eight.BiT United States. August 10 2012 17:19. Posts 235 | Profile Blog # |
You didn't even bother to put in a support ticket (or get a response from them) before posting to bash them. I can only hope they decide to not help you.. if you even take the time to do so.
Face it - The 6Gv2 is far from a high end keyboard. Seems if you actually wanted such a quality keyboard and expect this level of support, you would have purchased elsewhere as well as understand such service comes with a certain price tag. 1 year warranties are more than standard in electronics and if that was not up to par, you've had 2+ years to buy a $15usd 3 year warranty from Squaretrade.
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| Javah France. August 10 2012 17:27. Posts 324 | Profile # |
| Almost two years ago, I had a problem with my brand new Kinzu. I registered a ticket on their website (link given above), quickly received a RMA, sent them said mouse (I paid for the shipping) and received a new one something like a week after. Which is still working just fine after 3000+ SC2 games. |
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| hXc_ August 10 2012 18:36. Posts 113 | Profile # |
Buy new cherry mx black switch, remove the old one, solder in new one
fixed
protip: also works for mice, but use omron microswitches |
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| Crazyseal United Kingdom. August 10 2012 19:04. Posts 215 | Profile # |
| Hmm, i returned my Siberia V2 after 1 year due to the microphone being broke, and got a brand new one. |
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| Yamoth United States. August 10 2012 19:18. Posts 283 | Profile # |
On August 10 2012 17:19 eight.BiT wrote:
You didn't even bother to put in a support ticket (or get a response from them) before posting to bash them. I can only hope they decide to not help you.. if you even take the time to do so.
Face it - The 6Gv2 is far from a high end keyboard. Seems if you actually wanted such a quality keyboard and expect this level of support, you would have purchased elsewhere as well as understand such service comes with a certain price tag. 1 year warranties are more than standard in electronics and if that was not up to par, you've had 2+ years to buy a $15usd 3 year warranty from Squaretrade.
100 dollars for a freaking keyboard should be pretty damn high end. Been using my 75 dollars Logitech G15 for a good 6 years now and it is still working perfectly fine and I still probably able to exchange this keyboard in for a discount on the new G Keyboard if I wanted. For something that is advertise to be "built like a tank", having a 1 year warranty seems pretty shitty.Last edit: 2012-08-10 19:20:26 |
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| Genovi Sweden. August 10 2012 19:52. Posts 371 | Profile # |
Seriously what do people expect from a mechanical keyboard? Of course its going to break sooner or later and the more you use is the sooner it is. The 6gv is a good keyboard but even that you cannot expect it to last even long after the warranty expired. And dont say that their support is bad, it isnt. Ive had great experiences with SS products and the only thing thats wrong is you expecting to get a new keyboard after having used it for "a couple of years". There are way to fix this issue as people have pointed out but i seriously do not think that spending 100usd on a keyboard once in a while is that big of a deal. Skip the occasional coke during thia period and you already saved up the money.
Besides this thread contributes nothing except you bashing a company that has done nothing wrong based on the terms of 1 year warranty that you accepted when buying the product. |
| | Can random players have self-respect? |
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| Medry Canada. August 10 2012 19:57. Posts 26 | Profile # |
| My m key stopped working after a few months, and then is started spreading, i was really hesitent of sending it in and using a crappy keyboard but when i finally did it came back literally less than a week later, and has been perfect since. You need to make a ticket on their website and they reply with the info you need to ship it in. |
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| Tanukki Finland. August 10 2012 20:24. Posts 499 | Profile # |
| Steelseries support has worked fine in my experience. Strangely enough in EU you get 2 years warranty on all their products whereas in asia and north america it tends to be 1 year. But that's the kind of stuff you should think about when purchasing. |
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| NHL Fever Canada. August 10 2012 22:18. Posts 81 | Profile # |
On August 10 2012 19:18 Yamoth wrote:
100 dollars for a freaking keyboard should be pretty damn high end. Been using my 75 dollars Logitech G15 for a good 6 years now and it is still working perfectly fine and I still probably able to exchange this keyboard in for a discount on the new G Keyboard if I wanted. For something that is advertise to be "built like a tank", having a 1 year warranty seems pretty shitty.
This is exactly my point, it's marketed to be built well. The reality is that apparently logitech believes more in their $20 POS than steelseries believes in the 6Gv2.
On August 10 2012 16:36 OptimusYale wrote:
Remember that mechanical keys have a 50k life span, you press the key over that and the key can die. You may have to replace the switch which will repair it (try switching your switch from another key) or just get a new one which is the unfortunate.
As for the 1 year warranty, that is all that is required of them. You've had the product for a few years, how long are you expecting? 5 years? Electricals die well before that. Remember that Steel Series is a niche company, whereas Logitech produce all levels of good ranging from the shit to the elite. 1 year is more than enough for any production flaw to show itself, after that it is pretty much wear and tear. Contact them, have a word with them.
I would love to have a word with them, too bad they have no phone number. Normally if I have a problem with something I do exactly that, get suggestions etc as you say. Steelseries support system is structured so they don't actually have to directly deal with you. They can ignore questions, give canned answers or non-answers and not have to face questions about it. Multiple questions I asked in my ticket, were not answered. What other supposed high-quality company functions this way? It's more like how internet-based quasi-scam companies work. I can't think of a computer component I have ever had trouble with, that I have not been able to phone somebody.
If a company advertises the durability that steelseries does, you're damned right I expect something more than 1 year. You're point about the range of logitech products just reinforces my point - if anything one would expect BETTER product durability and support from the company who makes only quality products.
BTW can you give me a link on how to switch the key as you suggest? I would like to give that a try. I do not have soldering equipment, but I will seek somebody out if necessary.
On August 10 2012 17:19 eight.BiT wrote:
You didn't even bother to put in a support ticket (or get a response from them) before posting to bash them. I can only hope they decide to not help you.. if you even take the time to do so.
Thanks for spouting off based on your own speculation. Very helpful. No, the support ticket process was followed.
On August 10 2012 18:36 hXc_ wrote:
Buy new cherry mx black switch, remove the old one, solder in new one
fixed
protip: also works for mice, but use omron microswitches
Can you link me on how to do this?
Last edit: 2012-08-10 22:34:51 |
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