Voyetra Turtle Beach Inc Complaint - Technical Support Is Very Poor And Refund Policy Not Good

Review by myclark on 2008-09-03
ELMSFORD, NEW YORK -- For anyone who plans to purchase an electronic product over the web for your company, please learn from my experience.

I purchased a USB sound card from this company. Of course, I didn't review the fine print that said if the product does not work and we find that it works fine in our labs, you are stuck with it and we will not refund.

Learning is 1)Ask if there is a 100% guarantee if you are not satisfied with the performance of the product.

In this case, I spent 2 hours installing and reinstalling the product to get it to work.

You could only correspond via email and wait at a minimal 48 hours for an email response from Support. For every email reply you provide, you have to wait at least 48 hours. You hope that you get a support person that will explain various options, scenarios so that you can get the most out of each email communication. So after several iterations of correspondence you may get a "it is probably a problem with the product, please send it to us".

After waiting for a couple of weeks, I got back my original packaging and the same product with NO MEMO OR COMMUNICATION on what I was receiving.

Please note that I have sent and received a problem laptop from Hewlett Packard and there was always an email and documented correspondence when I received a fixed product.

I called the main number to the company to figure out..OK what do you all send me? I got a sales person who asked me did I email support. I said to him, "Do you not think that a correspondence memo should have arrived with my delivery?". His only response was fax to customer service or email Support with the question or feedback 'What did I receive".

I emailed support and then 2 days later I got a "we found the product to be defective and we sent you a new one." After spending time reinstalling and uninstalling the product still didn't work. I emailed support and advised that it didn't work and I am returning it again and request a refund. After 48 business hours, I have not received a response.

Now, just like with software and hardware, it may be my Dell laptop that is not liking this product. But I can't be the only Dell laptop that has had an issue with this product.

The moral of the story is the following:

Don't buy a product where there isn't a 100% guarantee refund for those of use that are honest citizens that are looking for a product that works and are willing to pay for it.

Don't buy a product where using email is the only option to work out an issue. The company needs to offer additional fee option to talk to someone over the phone.

Don't buy a product if you feel in your gut the Sales person is ok with and not disturbed a bit if no correspondence is included in any communication of products between the company and a customer. In additional doesn't want to provide customer service.
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