Read the reviews below to see the experience other people have had when dealing with customer service from Turtle Beach.
Be Warned they have a 15% restocking fee that you can't find on their website. I tried searching for "return" and "return policy" and now they want to keep almost $66 of my hard earned money for restocking. Pure rip off and deceptive business practices. When I asked LOLA to waive it, I got no where. So bother even asking, I'll take it up with my credit card company.
Poor customer service. Placed an order for a wire, realized the headset was defective, not just the wire. The only way you can cancel an order is to email them, which the website states you can do by 11am the next day. I sent an email about an hour after my order was placed, which was on a holiday, so it's safe to assume the order won't process, at least before 11am. In my email I indicated that my headset was defective. I received an email response from Lola saying that they cannot cancel my order, as it was already in process. No mention of my defective headset. I replied back asking to at least be reimbursed the shipping cost, as the website provides misleading information. Lola basically just said no, and left it at that.
i have got to say i dont know why everyone is listing bad comments.ive had my p90x Headphones almost 2 yrs,ive dropped them,stepped on them many times,accedentally twisted the heck out of them,heck i even bent the headphones jack and they still work GREAT!you can use them for so many things,watching tv,they work on my tablet,my computer too! THANKS for the awesome product!
I havent even owned my dxl1 headphones for 3months. 1 ear phone went out randomly 150 buck wasted. Ill never buy beaches again
unless i get compensation... because of this i rarely play my xbox. (WE) spend so much money for cheap products. FOOL ME ONCE SHAME ON YOU
Worse customer service ever I call because after spending $300 I spent another $20 for 1 day shipping and found out they don't process the order right away so because of the holiday weekend I won't get my order till 5 days later. When I spoke to both the agent and the manager they didn't give a care about my business and simply brushed me off and said there's nothing we can do not even cancel it so I could have order the same product from amazon and had it the next day and much better live service. My business didn't seem aprreciated at all. I was so excited I has telling my friends and they were gonna order also but now they won't even order this brand.
I just bought the X31 wireless headphones for my son for his birthday and in the left ear is a static noise and buzzing. Is there a defect in them or can I do something to fix. This is the second pair I have purchased today, the first I had to take back due to them being broken.
Second pair of turtle beach, and same result. Neither lasted long at all. They are a rip off. Very cheaply made!!!!!! They both had shorts in an ear piece, and my my second one also one of the ear pieces fell off. I paid out of pocket, and didn't try to send the first one back, but now I have to ruined useless headsets. I want my money back, or a brand new headset immediately.
My names jacob mercer call me about this joke of a set asap.
I've had two turtle beaches and both of them have done the same thing the first one that broke was the second one i got and it was making these loud poping noises when ever you turn the game volume up less than half way, later i pulled my turtle beach just a little and BAM turtle beach is dead, so i just used a logitech for my computer. My first turtle beach was the last one to break and the same exact thing happend and i didnt even have ether of them for a year yet. the first one that broke had wire tubing ripped out a little so i thought that might of been just a accident but then when it happend to my other turtle beach i looked at the wire and nothing there are no cuts no holes no nothing so now im mad and i ether get a new turtle beach for free or i wont be able to play on xbox again.
theses are my 3rd pair of turtle beach headset and they all shorted out and now dont work they were e arforce P11 and i wanted to know if u guys make a differenr kind cause that wuz my 3rd pair of P11 earforce headset and they tend to do the same thing i paid $90 each time and they seem to b cheap im now without a headset and dont think i should buy another pair what can i do
I read through the comments and notice all of them are negative. I must have gotten really lucky. I contacted them through email only so I can't really comment on their phone service, but the person that handled my claim was very professional and courteous. He went by the name of Judge. The first email I sent took about a day for him to respond. I had let him know right of the bat that I didn't have a receipt and it was 11 months old. (By the way its a px21 headset and the right ear went out.) He quickly sent me an RMA number and told me to send it back. I did have to pay for shipping (only $10), but didn't complain because they really didn't have to fix it since I had no proof of purchase. We traded about 6 or 7 emails and each email except the first were replied to within 2 to 5 hours.
I tried to send this to the support team before being told it was too long. It seems impossible to contact them and I am unable to fix any of the issues that I'm having with my product. Seriously, purchase anything other than Turtle Beach.
"I purchased this product for $298 and was told that the product would work with my PC. I took it home and really quickly worked out that it wouldn't function. Searching the web, I found a post on your website about how these can be used over the PC with a bluetooth adapter.
I purchased a bluetooth adapter for my PC and it didn't come with an installation disk. I returned it for one that did.
Finally, that didn't work either. I tried a different brand and this also could not detect the earphones. Finding a third one finally, researching further to find that I required 3.0 rather than 2.0. This being about a month and a half later by this point, returning and working things out.
I was at this point determined to get these to work. They were highly priced and I liked the idea of the Turtle beach brand, the name of it appealing to me :). I was determined to give the brand a go and I stood up for them repeatedly against what people told me about them. I refused to return them within that first month or so and continued trying...
Seeing as 3.0 adapters are a rare find in Western Australia, So secluded as it is. I had to order one from the Internet. Arriving about a week ago, I've tested and tried it, and it has functioned a few times...
The store that I purchased it from has gone bankrupt or something and has shut down each of its branches.
The product itself ultimately is rather disappointing :( I have used it for xbox and for PC, Having to get separate cables and etc not included with the Xbox or the headset again, from the internet being difficult finds.
- I have found that the sound quality is rather poor compared to much cheaper models of many other brands.
- The wireless function switching off after a little bit of time not processing audio is more than frustrating
- The mic is of reasonable clarity but always causes me to sound digital and robotic
-The Bluetooth connectivity after finally getting it to work doesn't always connect and after saying that it is connected will not process audio (The settings on my pc seem fine and after a reset of the docking station and a removal of the batteries on the headset giving it a pull power cycle will sometimes fix the issue. However it no longer does, I am now able tor recieve audio but the mic will not function.)
- The Battery life doesn't seem amazing and a recharge option would be amazing chewing through a set of batteries in a night or two.
I really wanted to support this, they are a nice looking set of headphones and being a relatively young company I was excited for you. It's a shame that these are giving me more problems than they are worth. By all means if there are fixes to at least some of the things stated above, I would likely still use them. I rarely complain and try to never return things, simply hate being a bother, and I still wouldn't if they weren't such a high investment.
Sorry for the long post ;/ I hope you can help in some way :)
i just called about the px21's and i have the red edition heres how it went
rep:turtle beach
me:yes hi i was calling about a question on when the red edition of turtle beachs came out.
rep:i have no idea.(you would think if u work they u would know)
me:ok then well my turtle beach mic stopped wor-
rep:you need customer service
tranfering...
customer service:how can i help you
me: well my turtle beach mic stopped working and i had them for only 3 months
rep:they come with a 1-year warranty you need to go to the web site,click on contact support fill out the form,and they will reply in a email.
me:ok so-
HANGS UP!
they have terrible customer service you love the turtle beachs but hate the durability and service!
WOW They Say THE SAME THING TO EVERYONE Cust Serv Rep: *sigh* what can i help you with today... me: um my headphones are falling appart th-(interrupted) Cust Serv Rep:you need to go to our website and contact tech support
Then They HUNG UP ON ME I WAS LIKE WTH i will never be buying from Turtle Beach EVER agian
WORST CUSTOMER SERVICE EVER!!!
I bought the DX11 from them for christmas and they had broken TWICE in the first two months I had them. We called them and they said to send it in so they could replace it. It took them a month and a half to send back a new pair and it wasn't the same. Now they say we have to send back the new pair and were not getting anything back. This was the worst customer service I have ever experienced. Unless you are planning on being lucky and getting a pair that works for you, don't buy their headsets!!!
My turtle beaches have broken and I can't talk through them! I've only had them for 3 months and I demanded to either be refunded or have mine replaced but they said they could not do that because I did not buy them straight from them. So I called them and argued with the support staff and so I asked for someone higher than them and then I was told by the high staff that nothing could be done and I was sent back to the person I was talking to before and he once again told me he couldn't help and ended it with "sorry dude your s.o.l." WORST SERVICE EVER!!
TERRIBLE CUSTOMER SERVICE!!!!! Before actually dealing with Turtle Beach, I was under the impression that they made the pinnacle of gaming headsets and were a great, reputable company. This is NOT the case.
The headset fell apart after about 2 weeks of use. When I called the number here, I was greeted with an annoyed voice saying "Turtle Beach". This is what happened, verbatim.
Me: "Hi, I'm not sure if I have the right department or-"
Cust. Serv. Rep: "*annoyed sigh* What's the problem?"
Me: "Well, I was given a headset as a gift about 2-"
Cust. Serv. Rep:"You want Customer Service"
Before I could comment or even react she was gone and I was being transferred.
The next person was just as rude and annoyed sounding. She told me she couldn't do anything and that I needed to go to the website. She gave me the site and hung up promptly. I will update this post once I get a response (other than the automated one). I had planned on buying the Turtle Beach Z11 once I built my new system, but now I have no plans of EVER using this company's products. I don't know how they got a reputation for being so good, but I can guarantee that will fade, and soon.
I would never order from Turtle Beach directly again.Their products seem to be of good quality (will see after I use the product for some time) but phone customer support is almost non existent. There is NO phone tech support. I ordered PX5 headphones based on Turtle Beaches web site. The comparison chart showed that the PX5 worked with PC. When the headphones arrived I found that I could not get them to work with my PC. When I called Turtle Beach I was told that there was no phone tech support, only online. The online tech support chat was only moderately helpful. In doing more research I found that the PX5 were not totally PC compatible. I should have ordered the PX3 model. I called customer support to get an RMA. I was told that the only way to get an RMA was by responding to the conformation email I received when placing my order. I included the details on how I was mislead by the website. When I received an email with the RMA the email also said I would be charged a 15% restocking fee. I tried to call to dispute this and was told by a very rude customer service rep "there is no one you can speak to, put it in an email." I asked for a supervisor and was again told there was no one to speak to. there is on one that can help you, email it. I called back and immediately asked for a supervisor. I was connected to Lola (the same name that was on the email RMA). Lola was able to help me. She agreed I should not have to pay the restocking fee. Lola said she would credit me the 15% restocking fee. The customer service at this company does not exist. Even in a digital age you should be able to speak to someone on the phone regarding a problem.
I ordered a headset for a Christmas present from Turtle Beach. Fedex delivery was a day late. Missed being able to give the gift in time. Fedex claims that Turtle beach must submit my claim for a shipping refund. They refused.
I ordered the headset on December 19th, with a 4 day shipping charge. It is now the 27th and the package has yet to arrive.
Turtle Beach has horrible customer service.
I had a Turtle Beach headset for 2 months and it's microphone stopped working. I emailed their support and they replied 3 days later which was just asking for my information so they could set up a RMA. I replied and received another reply 2 days later.
When I read their email, they expected me to pay for shipping on a $120 headset. I then attempted to email them again in a total of three (3) times with no reply each time in a period of two (2) weeks. I then resorted to this site and called up Turtle Beach.
I was greeted with a careless intern saying "Turtle Beach". There was no direction given, no care in her voice, just a blunt statement to a dis-satisfied customer. I then asked to speak to their RMA department and I was swiftly transferred to another man going "Turtle Beach". I told him my problem that I did not want to pay for shipping on an expensive product and he agreed to email me a pre-paid shipping label.
One week went by and I still had not received a shipping label. From there, I decided to email Turtle Beach Cooperate Sales Offices. They were very apologetic and sent me a shipping label immediately.
Overall my Turtle Beach Support experience was terrible. Lack of response from any customer support representatives, and their completely fail call support.
