Talk about the odd RMA process?
Talk about the odd RMA process?
Hello everyone.
I checked other discussion boards and considered moving this topic to "Consumer Electronics." If that’s necessary, fine, I suppose it is. 😉
Anyway, I’m using a SteelSeries Apex 5 keyboard.
A long time ago, while browsing the web, I entered a URL into my browser’s address bar, pressed Enter, and nothing happened—just the letters displayed correctly, but when I pressed Enter, nothing occurred.
There was no malware or virus detected, and I restarted my computer. Then things got worse: the lock screen appeared, and it was already at the spot where I normally enter my PIN (I use that instead of a password). Usually, I tap a key like Backspace to unlock, but here the screen just lifts, showing a message saying I entered too many incorrect PINS and I was almost locked out. I hadn’t even typed anything yet.
What’s going on?!?! For a second I wondered if I had a rogue virus and nearly reinstalled my Windows 11 OS from scratch.
But I suspect it might be the keyboard—specifically the Enter key on the website and the error message about too many incorrect PINS. So I powered down the computer, unplugged the keyboard, and since it’s a mechanical one, I removed all the key caps, cleaned the board, and checked that the plungers were working properly.
After reassembling everything, I reconnected the keyboard and restarted: everything was back to normal. I entered my PIN and everything worked again.
About a month ago, in late November, I was sending an email via Outlook Live’s site. When I pressed Enter after starting a new paragraph, the cursor kept scrolling down the email body. Clicking the mouse anywhere in the body stopped it.
I continued typing, and noticed the Left Shift key wasn’t responding to capital letters. Something was definitely wrong with the keyboard.
I reported this issue on SteelSeries’ support portal (opened on November 30, 2025).
They asked me to try a factory reset, which apparently cleared the firmware. Then they requested detailed instructions to upload and send seven files from their SteelSeries GG Engine software—sent as email attachments.
I didn’t ask for this; they just offered that I was eligible for an RMA and would replace my keyboard.
Wow, interesting.
Later, around the end of November, I was typing an email in Outlook Live. When I pressed Enter after starting a new paragraph, the cursor kept moving down the email body. Clicking the mouse anywhere stopped it.
I typed away, and also noticed that the Left Shift key wasn’t working for capital letters. This keyboard was definitely malfunctioning.
So, I opened a Tech Support ticket on SteelSeries’ website (opened on November 30, 2025).
They suggested I perform a factory reset to reset the firmware. Then they asked me to upload seven files from their GG Engine software via email.
I didn’t request this; they simply said I was eligible for an RMA and would replace my keyboard.
That’s unusual.
So, I had to provide proof—receipt, serial number, and photos of the device taken with my phone. All these exchanges began on November 30, 2025, and continued through December 31, 2025.
The latest interaction? I’d never heard of anything like this before. I’ve handled RMA’s before, but usually they just held onto my credit card info while sending the replacement, then returned the old device in the package.
But is destroying the device and taking a photo the standard procedure now? Have many companies changed their approach?
And here’s the question: If I destroy my current keyboard, take photos, and send them to them, how can I use my computer without one until the replacement arrives?
Anyone have experience with SteelSeries support or similar situations? Or do you know if other companies now require destroying the device with proof before sending a replacement?
Pez
Not very common. They avoid the trouble and costs of sending, but they also don't want you to receive two copies of the item. Visual confirmation of the damage to the old piece will be provided, and a replacement will be sent.
If I lose my present keyboard, capture images and forward them to you... how will I manage to operate my computer without one until your new one is delivered? You maintain an alternative, simple keyboard on hand for these situations. I always carry a backup (and also a backup mouse).
Seconding
@Phillip Corcoran
My spare parts are set up simply, which means fewer environmental factors like wireless or Bluetooth when issues arise. It’s straightforward to locate wired keyboards and mice in thrift stores or discount bins. These models work with the built-in Windows drivers. For these devices, you don’t need fancy settings—just basic functionality is sufficient.
I understand the maker's intention—they aim to shield themselves from fraudsters who submit fake complaints about faulty products. But this approach certainly complicates things for the customer. Of course, many of us already own spare keyboards, but not everyone does. The maker assumes:
Most individuals are attempting to deceive; and
The majority of users maintain backup devices in case something goes wrong.
The easiest option for the maker would be to accept every plausible defect report and promptly issue a replacement—this guarantees they will still fall victim. Or, as you pointed out, collect a credit card number, reserve funds from there, and release the funds once the defective item is returned at the manufacturer's cost. In either case, they must factor these expenses into their pricing, so users end up paying slightly more without any hassle.
It would be quite appealing to inform them you’ll purchase a different keyboard and discard theirs, then highlight their cumbersome process and warn others to avoid buying their products. Just remember, be mindful of libel laws.
Hi; thanks for all the replies.
So, this type of RMA procedure is not unheard of, eh? 😁 It's just that I had never heard of it until now.......
USAFRet
:
"
They don't want the hassle and expense of shipping, but they also do not want you to have 2x of the item
." Yeah, I hear ya. But if they were going to replace it, they'd have to ship it out in a box anyway.
And,
if
they wanted their old, defective keyboard back, then they'd include one of those pre-paid shipping labels in the box that they sent the replacement in. Most "big" companies / businesses have some type of contract or "deal" with shipping companies where they get some kind of discount because they deal in large volume.
Phillip Corcoran
&
Ralston18
: Yes, I suppose some people do keep spares of certain types of devices around....but I don't.
And
Ralston18
: Yes, I know that keyboards & mice don't
have
to be fancy and pretty. I don't bind different configurations to certain keys; I just like the eye-candy of customizable RGB lighting....and the clicky-clack of a mechanical keyboard 😆
Paperdoc
: You bring up some good, valid points.
I myself have thought of similar things as to what you stated (as far as people trying to pull a scam). I think about this stuff from the company's point-of-view; it's like when we engage in some "playing Devil's advocate" to see how the other side would view it.
And even though - per their request - I sent them pictures (screen-capture of purchase receipt, pictures of the device/ keyboard itself.....), nowadays, with Photoshop and so on, I suppose even these could be faked.
But in my original post here I mentioned, and you reiterated yourself, the thing about the credit card hold. One of the last times I replied back to SteelSeries Support was on Monday, 12/29/25, and I mentioned about me offering my credit card number for a
hold
....but they didn't respond to that.
I mentioned it in my original post, and I'll emphasize it again here: When I initially reached out to SteelSeries Support, I was not looking to be granted an RMA from them. They had me do the firmware reset I mentioned, and then per their request, I attained and sent them files from their software program (Install logs; debug logs; Programdata logs; and also the DXDiag log). And it was after
that
when they volunteered and offered me a replacement through an RMA.
I'm guessing they found an anomaly in one or more of the files I sent them, and hence the offer to replace.
As best as I could figure (although I could be wrong!), is that the keys giving me issues are the Enter and the Left Shift keys. After contacting them, I figured they might offer to replace and send me either the key
caps
for those keys, or, the plunger ("spring"?) underneath of those caps.
Sure, I could go out and buy another keyboard so I can have a replacement to use in the time it takes for SteelSeries to send me a replacement. In a way, it's like spending money to get that "free" replacement 😊
If I'm going to purchase another keyboard, then I'm
just going to purchase another keyboard
, not some cheap knock-off brand from a thrift store discount bin 🙃
I know it's been the holiday season as of late (some companies closed on certain days), but I have a feeling that since they have not responded to my offer of a credit card number for a
hold
since 12/29/25, then I have a feeling that they're not interested. Then, this month-long back-and-forth communications with them will have been for naught.
Don't get me wrong: When they initially offered me a replacement keyboard through an approved RMA from them, I was as pleased as punch. But, evidently, they have this company policy of wanting you to destroy your current device and send picture proof of it. Since I don't have an extra, spare keyboard on-hand, I am not on-board with that.
Some people become loyal to certain brands; with keyboards (and mice)? I'm not
that
loyal; there are plenty of other quality keyboards out there from reputable companies.
Paperdoc
: I might do as you suggested and just tell them that I'll purchase another company's brand of keyboard and toss theirs. And will I publicize their involved, inconvenient process?? Hmmmm......maybe; time will tell 😉😂😀
Pez