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SteelSeries Ikari Laser 62001
*EDIT* It appears that SteelSeries is working to achieve a solution that doesn't require me to send the unit in, which is more than fair.
I won't go into details since the problem is described a bunch in the other reviews here.
- 5mth-old mouse, 4mth of use.
- Actuates twice on right-mouse-button press, making it useless for the games I play.
- RMA procedure requires me to spend 50% of the item's cost to send it to Denmark (post is expensive in Australia)
I'm waiting to hear back on whether they'll likely repair, replace or substitute it, given that it is not in their current line-up and will update if anything positive comes of this. I know I'm not paying for another Ikari; already have a Logitech G500S on the way (I got five years out of my G5 with one cable swap).
June 7: I submit a ticket and explain all of my problems and everything I tried to do about it.
June 8(Friday): I receive a response saying the ticket is being sent to Mr. X.
June 11 (Monday): Mr X contacts me and asks me to post some information and a receipt.
June 11: 3 hours later: I post all requested information.
June 14: There has been no response to the information I've posted and no update to the ticket. I requested an update.
June 21: Received an RMA#. Now I mail it back at my expense, and if they approve it, they will send me a new one. They estimate another 10 - 15 business days. Note this is 8 business days since I provided the requested information, and I never received a response to my request for update.
June 23: I shipped the mouse Priority Mail.
July 2: SteelSeries updated my ticket; the mouse has arrived. They will notify me when they have verified it is defective and have shipped a new one.
July 3: I have been notified that my replacement mouse has shipped!
July 9: Replacement Mouse arrives by FedEx! I open the box to find a very well-worn mouse. The plastic glides clearly have seen A LOT of use, there is no shine to them at all. Okay, I figured they might send a refurbished to replace a two month old brand new mouse. Plug it in. NOTHING. Try a different port. NOTHING. Try a different computer. NOTHING. Right Click. NOTHING. Left Click. NOTHING. Change Sensitivity. NOTHING. Light doesn't even change. This is a DEAD MOUSE. Changing my rating to 1 star since it looks like I may have another 1 month ordeal ahead of me.
July 10: I receive a response saying the ticket is being sent to Mr. X (yes, the same Mr X from before). I've now also sent a letter to their NA Corporate office explaining the situation and asking for assistance.
July 12: Mr. X requests more information on my computer. He also asks what mouse is it, and if I tried on more than one computer. This has me concerned, since I was very specific about all of this when I wrote my ticket. I have screen snapped what he asked for and attached to the ticket.
July 16: I have heard nothing. I have now emailed the main corporate office begging for help.
July 18: I received an RMA#, so another $5 to ship it back. I have it packed, will ship tomorrow. The mouse has now cost me $10 more, and I've not had use of it since early June. No response from the main corporate office.
July 19: I mailed my mouse back via priority mail.
July 24: I was notified they have received the mouse and are inspecting it. I also noted that my ticket had an additional entry dated July 18 (it was not there before - but I DO appreciate the entry) stating they apologize for the issues and have offered a new replacement of a different model. I replied that this is acceptable.
August 1: New (Brand New replacement) mouse arrived. Works.
I understand that sometimes things take time and folks get busy - but I also understand that I no longer have the use of a somewhat expensive mouse, and in fact, have had to borrow a mouse, as this mouse was purchased to go with a new system.
So, great product, but only 1 star for the all the waiting and no communications (not even a - I got your info and am processing it - that would have been great!) and a very used broken replacement mouse. Seriously, they replaced my brand new mouse with a piece of broken, worn plastic junk!
if you play FPS games, then this is probably the right mouse for you. just be careful with it because unfortunately steelseries products seem to be really fragile.