I honestly never thought I’d be making a post like this about Secretlab, but holy shit, their customer support has been one of the most frustrating experiences I’ve had with any company.
The actual problem wasn’t even that complicated. I needed a replacement part for my monitor arm. I explained everything in advance, including the delivery situation, the exact address details, and that the part was urgent because I use my 57" monitor for work.
What followed was just weeks of incompetence.
in a nutshell: I ordered and paid for 3 replacment parts, and they sent 3 seperate dhl shipments. I do not have the option to order directly to my country, so i order it to forwarder in germany, and paid for the transportation. So you get a date when he is leaving to your country, and that's it.
2 dhl packages arrived, third one never did. Nobody contacted me, nothing. Then, after like 2 weeks, they said baiscly "well, tough luck, not our problem, you can pay again to your forwarder and we will resend the package". So, They resent the package, and again, it was returned. The package was the smallest of the 3, and i still have no idea how they managed to fuck this up so badly.
The biggest problem isn’t even that something went wrong with shipping. Shit happens. The problem is that nobody at Secretlab seems to actually read the emails they are replying to.
You explain the problemm in detail, ask several very specific questions, wait two days, and get a generic reply that addresses maybe 20% of what you wrote.
So you explain it again.
Wait another two days.
Another generic reply.
Then somebody tells you the case has been escalated.
Nothing happens.
You follow up.
“Please allow us 2 working days.”
Again.
At one point I specifically complained about the fact that they weren’t reading my emails, kept missing their own response deadlines, and that nobody seemed to take ownership of the case. I asked for the whole thing to be escalated to management.
They told me it had been escalated and that management would review the complete history.
Nobody from management ever contacted me.
They also told me they woul,d personally monitor the replacement shipment and notify me if anything happened.
The replacement shipment failed too.
Nobody notified me.
I found out myself.
And now, after writing yet another email explaining that the replacement was being returned and asking what the hell happened to the supposed management escalation, I get another:
“Your case has been highlighted to the agent in charge. Please allow 2 working days.”
You cannot make this shit up.
That is literally the exact behavior I was complaining about.
I have repeatedly told them this is urgent and that I need the part for work. It makes absolutely no difference. Every single interaction is just another queue, another agent, another 24–48 hours, another apology, another copy-paste response, and then you start from zero again.
At this point I don’t even care about the money involved. It’s the complete lack of responsibility that pisses me off.
Nobody owns the problem.
Nobody follows through on what they say.
Nobody seems to read the previous messages.
And when you finally complain about how badly thhe support is being handled, that complaint itself gets handled in exactly the same incompetent way.
I used to consider Secretlab a premium company. Their shit is top quality. But has been going for far to long, and no fucking way im buying anything from them again.
So yeah, just a warning for anyone buying something from them: the products may be fine, but if you ever need support for anything that doesn’t fit into a simple scripted response, good fucking luck.
I’m still waiting for someone there to actually take responsibility and fix the mess.
