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[Haeleos]

(sorry, the title should say fraudulent, not fradulent) At the start of the month, I purchased a new Steelseries Sensei Wireless mouse from amazon.ca. After a few days of using it, I was noticing very annoying intermittent cursor lag, stuttering and unresponsive mouse movement like there was some kind of wireless interference. Normally I would return the mouse for a refund, but since I put so much money and research in to it and really needed a good wireless mouse for my current gaming setup, I contacted their customer support through their "Ask a Question" section on their website and sent them the following message:

I have been experiencing intermittent drops and stuttering while using my newly purchased Steelseries Sensei Wireless. It seems that unless I put the wireless charging dock within a foot or so of the mouse, anytime there is a large amount of traffic on my wireless router, mouse cursor movement will start to stutter/pause/jitter. Is there any way to avoid this issue besides placing the charging dock closer to the mouse (basically defeating the purpose of buying a wireless mouse to begin with). I tested 4 or 5 different wireless channels on my router, and when I began to download something over WiFi on my phone for instance, the mouse input on my computer would become unbearably laggy. Is there perhaps a specific wireless channel I can use on my router to avoid interference with my mouse? I'm sure a lot of people also have routers in the same room they are trying to use this mouse, so I'm confused why signal interference is such an easily reproducible problem. Any help on how to rectify this issue would be greatly appreciated.

I received a reply shortly after with a canned RMA request response that reads as follows:

Hey Haeleos,

We will need you to create an RMA ticket ticket via our web-form. Please be advised that we can only approve your RMA with a valid proof of purchase/receipt. Unfortunately we cannot determine your warranty without it. Asking you to open an RMA claim is not an approval for an RMA.

Sorry for the inconvenience but this will ensure that we don't experience delays later in the process and that everything runs smoothly.

To do this:

1) Please navigate to: https://support.steelseries.com
2) Under RMA/Warranty, click the GO TO RMA button.
3) Use the RMA webform link to create an RMA ticket

You will see a success screen after you submit. If you skip a question, it will just start over. You cannot leave any blank fields.

Confused as to why this issue has already been escalated to an RMA request, I sent the same questions a second time, hoping that I would get a support agent that was willing to provide some assistance. A few hours later, I received the same RMA robo-response from the same support agent. So I decided to follow their RMA request instructions, taking a screengrab of my receipt from Amazon in the hope that my questions would be escalated to someone in the know.

A few hours later I received a reply stating that they could not process my RMA request because I had cropped the date and time in my taskbar out of the screenshot. Not a problem: I take another screenshot, this time with the Date/Time Settings window open displaying the date and time I took the screenshot of the receipt and showing my full screen without any information cropped.

The next day I receive this message:

Our screening has indicated that your ticket is [suspected of fraudulent activity. We are going to close your ticket and be forced to deny the RMA. I cannot divulge what specifically stands out about your ticket and its circumstances, but you are free to open a follow up if you feel you can still be serviced or that this is in error. We are extremely sorry if this is in error.

Instead of simply sending the mouse back to amazon.ca and getting my money back, I have obviously made the huge mistake of trying to seek help from this company's customer service. I do like this mouse despite the fact that there is something causing interference, so I decided to try and see if Steelseries could provide some kind of solutions to my issue. Instead I end up feeling punished after following their instructions (and end up being accused of suspected fraudulent activity?!).

Also, I think this is the first time I've started a thread here despite being a member of GAF for so long, so thanks for listening to this frustrated rant. The second reason I'm posting about it is I'm interested in hearing what the majority of people would do in this situation, or if anyone has a possible solution to the mouse issue.

 

[SSPssp]

I have no idea why their support would be so terrible, but you should just return it to Amazon now for sure, don't waste anymore time on them. FWIW, I've never had any problems with my sensei, but I'll keep your experience in mind next time I'm buying a mouse.

 

[Joyful]

pretty weird support
lesson learned though, dont buy wireless mice

 

[doctorcdcs]

if its still within the return period from amazon.ca, i would contact amazon.ca customer service asap to get a return label, or exchange. and just to second what was said above me, i would personally get a wired mouse, especially if you're a heavy gamer. there's always going to be a chance of interference from somewhere using wireless.

edit: since you already said that you'd need a wireless mouse to fit your current gaming setup, i would do the return/exchange through amazon. of course, i'd first send an email to steelseries about their lackluster service, but that's just me.

 

[Wowfunhappy]

pretty weird support
lesson learned though, dont buy wireless mice

Despite the disadvantages, mice are pretty darn convenient

 

[Haeleos]

I actually have the wired version of this mouse as well, but I moved to a new apartment recently and my TV and PC are on the other side of my room, so I thought I'd try the wireless version.

I have an 802.11n wireless router (2.4ghz, which is also what the mouse uses) so I'm wondering whether picking up a an 802.11ac router (5ghz) might fix the interferrence, but I feel like I'd be dumping more money in to a dead end and it might also be caused by other routers/wireless traffic in the adjacent apartments. It's confusing because I also use a wireless keyboard and stream movies wirelessly and never run in to issues with either.

 

[doctorcdcs]

just so we're clear, a wired mouse isn't a feasible option given your current setup?

edit: oops just saw your post above mine. lol

edit: could the wireless keyboard be interfering with the mouse?

 

[Shifty]

You tried, OP.

At this point I'd send it back to Amazon, their CS is clearly a joke and not worth further subjecting yourself to.

Also for what it's worth I've heard good things about Logitech's new wireless mouse- particularly about its ability to deal with interference.

 

[shanafan]

I would just ignore the issues with customer service over email, and give them a phone call. I wouldn't bother to mention the email headache, just act like it's the first time you are reaching out to them.

 

[QuantumZebra]

You can literally take an item you get from Amazon, run it over, and then return it to them and say it showed up like that (not that I would endorse actually doing that).

Their return policy is amazing. Just send it back.

 

[Haeleos]

I would just ignore the issues with customer service over email, and give them a phone call. I wouldn't bother to mention the email headache, just act like it's the first time you are reaching out to them.

They don't provide telephone customer support, unfortunately, as that would've been my first option.

could the wireless keyboard be interfering with the mouse?

Thanks for the suggestion. I'll test it out tonight, but there's not much point in having one and not the other in this set up. I was hoping to create a "comfy couch" type setup for my PC since I'm using a 55" samsung tv as my monitor, and trying to avoid cables running through the middle of my room.

 

[Goose_Se7en]

I agree that the customer support for SteelSeries is not very good but I did RMA my out of warranty Wireless H headset and got a voucher for the price of the product. I ordered the Siberia 800 and in 3 days I was up and running.

Granted afterwards I used the web chat and the dude had me submit a ticket for a simple question. I feel bad, bad mouthing them because they also sent me battery replacements for my headsets prior to the RMA, free of charge.

 

[giant_frying_pan]

I own two (wired) mice from Steel Series. The best I've ever used.

But...given the timescales regarding your issue, I'm not sure why you contacted the manufacturer rather than the retailer?

As others have said, Amazon will sort it out for you.

 

[shanafan]

They don't provide telephone customer support, unfortunately, as that would've been my first option.

For real? Wow. Yeah, just return it back to Amazon.

 

[Wolfe]

I own two (wired) mice from Steel Series. The best I've ever used.

But...given the timescales regarding your issue, I'm not sure why you contacted the mnufacturather than the retailer?

As others have said, Amazon will sort it out for you,

He kind of explained that in the OP, dude was hoping to get a workaround without returning his purchase or having to try another brand/model.

Makes sense to me, unfortunately for him the CS apparently did a rather poor job.

 

[OverBlood 3]

Sounds like whoever it was couldn't be bothered to deal with it.

Don't give up.

 

[giant_frying_pan]

He kind of explained that in the OP, dude was hoping to get a workaround without returning his purchase or having to try another brand/model.

Makes sense to me, unfortunately for him the CS apparently did a rather poor job.

Maybe I should have expanded on my experience as well...

...I've used wireless mice myself, albeit not SteelSeries, but a I went from a wireless Microsoft mouse -> SteelSeries mouse to eliminate any related issues.

It was the best UI change I've made in the past decade.

 

[Megasoum]

I actually have the wired version of this mouse as well, but I moved to a new apartment recently and my TV and PC are on the other side of my room, so I thought I'd try the wireless version.

I have an 802.11n wireless router (2.4ghz, which is also what the mouse uses) so I'm wondering whether picking up a an 802.11ac router (5ghz) might fix the interferrence, but I feel like I'd be dumping more money in to a dead end and it might also be caused by other routers/wireless traffic in the adjacent apartments. It's confusing because I also use a wireless keyboard and stream movies wirelessly and never run in to issues with either.

Reminds me of an issue I had myself. I couldn't use Wifi on my Motorola XPlay phon if Bluetooth was enabled... Like the Wifi speed would go from 15Mbps to 100Kbps...

Turns out they were both using 2.4ghz and it was fucking up everything. Bought a 5ghz router and now I do 25-30Mbps on wifi with Bluetooth enabled.

 

[Jamaal23]

They don't provide telephone customer support, unfortunately, as that would've been my first option.

Looks like you're not the only one to experience poor customer service from them. 2015 Reddit thread. Doesn't make it seem their Customer Support is all that great...

Few suggestions:

1. Return product to Amazon. Probably the best course of action in my opinion. Go through Amazon CSR Chat and explain the issue and find out if they'll offer a replacement / free return shipping. If you process your own return via the order listings then you'll get dinged for return shipping. Haven't personally had issues with Amazon.ca in cases like this.
2. Try their online chat support to see if they offer any support other than submitting an RMA. I just quickly browsed the website and a little chat pop-up presented itself.
3. Try raising your concerns through their social media accounts (Facebook, Twitter, etc.). See if they can message you direct contact details for Tech Support. Hopefully they give you different contact details than those you already tried.
4. Call this phone number (quote to reveal) to reach the one supposed staff member I could find on their website. Hopefully it's not an outsourced position. Maybe play a little dumb saying this is the number you came across for Tech Support when searching online. See if they can transfer you to someone who can actually help.

Good luck!

 

[ZOONAMI]

Get a wireless Logitech g700s. It can be wireless or wired. I like it more than my wired death adder chroma.

 

[Haeleos]

Try raising your concerns through their social media accounts (Facebook, Twitter, etc.). See if they can message you direct contact details for Tech Support. Hopefully they give you different contact details than those you already tried.

They locked my thread on reddit and haven't responded to me through twitter. Amusingly, their reason for locking my thread was that I should submit a ticket through their website instead. I'm going to submit my ticket again, but I have contacted Amazon to confirm that I can get a refund. The third party seller that I purchased it from through amazon, after hearing about this customer service experience, has even offered me a 50% refund on my order if I do manage to find a solution with Steelseries.

Get a wireless Logitech g700s. It can be wireless or wired. I like it more than my wired death adder chroma.

I will probably try that next. Do you own one? Also, do you have a wireless router or have you experienced any cursor lag or delay?

 

[Haeleos]

I ended up returning the mouse and ordered a Logitech G700s for $50. I assume I'll run in to the same issue, though, as I downloaded an app called Wifi Analyzer and it says every 2.4ghz wireless channel is heavily congested in my building. If the G700s doesn't work, I'll probably just have to get an extension cord for my mouse or think of some other way to set up my room. It's odd, I've never run in to similar interference problems using a wireless 360 or PS4 controller, but I guess mice are so much more precise that you can notice even slight interference in comparison.