FAX: 914-345-2266. For a faster response please include your email address in the Fax. You may also save a tree by sending an email instead of a Fax whenever possible.
- USA and CANADA is provided by the Turtle Beach USA offices.
- For all other Countries info is available here
NOTE: Our Distributors will service only purchases from the Countries they are Authorized for and officially Service.
Technical Support is available on our Web Site > Knowledge Base and via email. Avoid sending large and unnecessary e-mail attachments. When sending a copy of your purchase receipt or a picture to demonstrate a problem, make sure that the size is as small as possible. JPG format works best.
Tech Support is provided to the original owner "purchaser" of the product for one year after the purchase date based on a copy of a dated receipt. Support is not available to Customers who obtained the product used, hand-down or via eBay (except for Turtle Beach eBay Store), auctions or other unauthorized venues.
Tech Support email is answered on a *First Come First Serve* basis. In order to be fair to all of our Customers our Support staff answer all emails in the exact order they are received. They cannot give priority to a certain email or RMA (no matter how important or urgent) and you would not be happy if this happened to you. To ensure that your email will not be rejected as Spam, make sure to include a meaningful note in your email subject line.
Be sure to send your email to the correct email address. Sending email to "www.turtlebeach.com" or using Spam Filtering/Blocking Software may result in not receiving a reply. For faster turnaround time, you should fill in the Web Form here.
While detailed Technical info is essential in our ability to assist you, try to keep it as brief and to the point as possible. Nowadays, time is precious and no one has the luxury to read a few pages of email with info unrelated to the technical problem. If our Support and Lab Techs cannot reproduce a problem, experience has taught us that it is "system specific". Computers and electronic gadgets occasionally act strangely. The Windows OS itself as we all know isn't trouble-free and with dozens of different software titles and versions installed all under the same OS, it is a miracle that anything works at all.
BETA Drivers and Discontinued "Legacy" products are not supported. For Legacy Discontinued products support is limited to the on-line information available in our Knowledge Base and Downloads in our Support section. All our Drivers and Files are available to Download free of charge to our Customers.
VTB Support Etiquette:
It is Turtle Beach policy to conduct business communications in a professional manner, with a respectful tone toward all. We ask that customers contacting us conduct themselves in a reasonably professional manner, without overtly aggressive, profane or abusive language, or other obviously objectionable content.
Any company has the right to protect itself and its employees from receiving emails containing objectionable content. Please refrain from including any such objectionable content in your business communications with Turtle Beach and your emails will be answered respectfully and cordially.
Consider that our support staff lack the advantage that you have of looking at your system (screen) and knowing it. In order to be able to offer assistance, they do need your help. The fact that they first must cover and rule-out the basics, does not imply that they regard you as a computer novice.
There will be times that they may not be able to resolve technical issues specific to a particular 'problematic' system. This does not mean that they are incompetent or that they have not given proper attention to the issue.
Since they daily answer hundreds of emails, try to keep previous email exchanges in the body of your email so that have they can quickly follow the thread and speed up their response to you.
Except for defective items, all products are sold on an *AS IS* basis. VTB does NOT warrant that the functions of our products will meet your requirements / expectations or that operation will be uninterrupted or error free. You assume the responsibility for selecting the product to achieve your intended results and for the use and results obtained from it.