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Copenhagen, Denmark - January 20, 2006 -- SteelSeries, a market leader in professional gaming gear, owned and operated by Soft Trading, today announced unfortunate technical problems regarding gaming headsets already in distribution worldwide. The technical problems involve wiring for ear cups and microphones, and are affecting an unacceptable percentage in two production batches, which numbers a total of 20000 headsets.
After an internal investigation initiated by feedback from the gaming community, we have discovered that two production batches of SteelSound 5H are suffering from technical glitches affecting microphones and ear cups respectively. All our products enjoy a return rate well-below industry standard, but in the case of these two production batches our return rate has reached 3,75% - a number we feel is unacceptably high.
This is extremely unfortunate and we would like to offer a sincere apology to all our customers affected by these technical glitches.
To make matters worse, these headsets are already in distribution and in many cases sold to customers worldwide. We pinpointed the problems by close examination of products returned to us.
We are committed to helping all our valued customers experiencing problems with our products, and have implemented a new return procedure for our headsets. This procedure is effective immediately for SteelSound 5H & SteelSound 5H USB.
• Use the RMA form found at www.steelseries.com/5H-RMA
• We will respond to your RMA request within one business day.
• We will provide you with a RMA number and a return address as close to your location as possible (pickup points on 3 different continents).
• Return the product to the address we provide you.
• Upon receipt of your package we will evaluate your headset immediately.
• Pending evaluation we will ship an improved version of SteelSound 5H to you within 48 hours, and include a complimentary SteelPad QcK mouse pad.
As for the technical glitches, we have upgraded SteelSound 5H in a number of ways to ensure that a similar situation doesn’t occur again. Product improvements include a new microphone, brazing, and connectors in ear cups. We are furthermore implementing a third quality control test, which will be the last step in our manufacturing process. This test will be conducted immediately before products are shipped to our distribution chain.
Again - we sincerely apologize to all customers affected by this situation. This is an unfortunate situation for SteelSeries, but we learn from our mistakes and will continually strive to satisfy the expectations of our customers. SteelSound 5H is an original product offering a sound experience truly optimized for gaming, a pull-out microphone and detachable parts. We will continue to innovate in our effort to provide the world with the finest professional gaming gear and this will definitely not be the last headset we create.
SteelSeries would like to thank the gamers who took the time to write to us about these issues, your feedback was instrumental in pinpointing the problems.
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