Astro Gaming – Buyer Beware

Finally, Stan indicated that we would try one more time with a complete swap-out. At this point, the boom mic on my headset had started to pop and was completely unusable, despite being stored in the included carrying case when not in use.

After a series of emails that evidenced internal miscommunication and instruction to contact the unresponsive support person, I was finally told to expect an email from the support representative with a call tag for all of my Astro Gaming items. It took a week for that to arrive. When it did, it only referenced the audio system (and not the malfunctioning headset), while providing details for a refund rather than a replacement. After further effort to get all of that sorted out, I was also told that when they saw movement on the package, they would cross-ship the new gear. I must point out that they took an enormous leap of faith with me shipping the replacement gear and then agreeing to cross-ship. Still, I would have much rather preferred actual troubleshooting of my situation with a support tech rather than simply receiving new gear. As you’ll see, this could have saved them a lot of money in shipping.

Once I dropped the box off at a shipping location, I emailed both Stan and the support contact, then again when it had been picked up by FedEx and scanned into the system. I received no reply. I followed up again after the weekend and was told that my items would be shipping and I should expect an email with tracking information. Three business days later and, instead of an email, I received a snarky response to a post on Twitter about not receiving the email telling me, “Easy there, Killer.” Thankfully, the package did arrive, though I never did get an apology for the tone of the response or the absence of the promised shipping email.

Unfortunately, the exact same problem emerged with a third set of equipment. Over a month later, I finally got some very basic troubleshooting assistance (suggesting that I airdust the port, for instance). This ended in Astro Gaming claiming that environmental issues cause my problem. As a result, I shut off nearly everything in my house (including the microwave on the other end of the building) without success. Later, I tested the equipment on Skype calls with others. Different cables, different locations and different computers all yielded the same result. I am able to replicate (and eliminate) the problem 100% of the time by connecting and disconnecting the optical cable while using the USB chat cable. It only occurs when there is a digital signal hitting the Tx and the USB chat cable is connected and responsible for outgoing voice, otherwise, the wireless works flawlessly (both with only the USB chat cable handling incoming/outgoing audio and only the digital optical handling incoming audio). This practically eliminated the environmental assumption, as there would be some signal degradation throughout if wireless interference were the real problem.

I’ve offered multiple times to make myself available for a phone call or, better yet, a Skype call, to demonstrate the problems to an Astro Gaming technician. Each time, this has been rebuffed. Astro Gaming does not offer any sort of phone support. Email (or Twitter for the dogged, like me) is your only option. I understand that phone support cannot be available for all issues with a company as small as Astro Gaming, but when a problem like this persists, and is compounded by a path of poor tech support, you’d think that actually hearing the problem might lead to a solution. I only requested a few minutes to evidence the problem. Static and interference can make a variety of sounds and, as sound engineers, I assume that hearing the robotic tone in action would be useful.

In a last ditch effort, I asked, one last time, for help troubleshooting settings. I didn’t think that was the problem (and, clearly, either did they), but the only response I received was that I could have a full refund. One last time, I went to the internet to do even more research and find out if there was something that could be done without having to return the system. I happened to read something that got my wheels turning and, diving into the advanced audio settings on both the Macs and the PC in the house, I was able to create and replicate a solution*. Had there been even basic troubleshooting to confirm settings when I first filed my support ticket, weeks of frustration would have been avoided.

I want to reiterate that my frustration is not about faulty equipment. In fact, now that I have the equipment working, I’m extremely pleased by the audio fidelity. Instead, I’m disappointed by the poor technical support and communication. The only way I managed to get attention was to hammer the Twitter feed, making their marketing team aware. Even when I received the troubleshooting, Stan either delivered it himself or acted as intermediary.

So, what do Astro Gaming’s MLG license and high marks from other videogame sites mean? To me, after all of this, they don’t mean much. It pains me to see a company that does business with our community offer miserable support and no accountability. If the only response I can get from a company is from their marketing department, it’s clear where their interest lies. The Astro Gaming forums are littered with people who simply haven’t gotten responses to their support tickets or who have been in conversation with support that has simply stopped mid-ticket.

For what it’s worth, I strongly recommend that our readers look elsewhere when shopping for personal audio systems. Other major competitors offer similar solutions with large support teams who will actually troubleshoot a problem with customers. If you don’t care about support and if you want to roll the dice and hope you never have to contact them, by all means, purchase an Astro Gaming product. The technology, and the sound that their wireless mixamp produces, is fantastic. However, if you value quality technical support and anticipate needing help from the company somewhere down the line, look elsewhere. Save yourself the frustration.

The opinions expressed in this commentary are solely those of Michael Futter

* Feel free to contact me via the “Contact Us” page if you would like a walkthrough of how I solved this problem.