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New Member
Posts: 4
Registered: ‎03-08-2021
Accepted Solution

Defective Product - Driver -

I ordered a HyperX Cloud Orbit headset for PC ($229.00) from Best Buy at Mid Rivers Mall dr in St Peters, MO through the pre-order drive through delievery service.  When I arrived the employee brought me the CloudX Flight headset.  I told the employee that it was not the headset I had ordered and paid for, the employee stated it was a better version of the same headset and that I would not be charged the difference.  I asked if it worked on PC and the employee stated that it did and was better.  I took the headset home and used it for a few weeks without any issues.  After a Microsoft windows update the headset began crashing my PC regularly because of a WDF_foundation error.  For those not well versed in nerd speak it is a driver error being thrown from the HyperX Cloud Flight headset.  After reviewing forums I discovered many consumers were having the same issue and everyone agreed a driver update was neccessary.   I contacted HyperX customer service and stated the problem I was having, they stated it was a known issue due to MS Windows build update but that the HyperX Cloud Flights were not supported on PC and therefore there will be no driver update.  They then instructed me to return my headset to Best Buy and get the HyperX Cloud Orbit's that I initially ordered as they WERE supported for PC.  I contacted Best Buy at Mid Rivers Mall dr in St Peters, MO, and they stated that "because it is a software issue and not a hardware issue, I have to work something out with the manufacturer."  I went back to HyperX and they told be "you have to work something out with Best Buy."  Can someone, pretty please, help me get the headset that I initially ordered.  I would be happy to exchange the headset I was given it is in mint condition.  Please and thank you for your time in advance.    

Best Buy Employee
Posts: 2,275
Registered: ‎01-09-2015

Re: Defective Product - Driver -

Best Buy, as the retailer, provides support including returns/exchanges during the return period of the item.  This would be 15 days for most customers, with Elite and Elite Plus members qualifying for 30 or 45 days respectively.  Once outside of that window, the manufacturer's warranty including hardware and software issues, would be entirely up to that manufacturer.  On an item like a headset, most of these did qualify for a Geek Squad Protection Plan at the time of purchase.  This allows Best Buy to take on some of the manufacturer's responsibility as well as add additional protections such as Accidental Damage from Handling coverage. 

 

With that summary out of the way I have a few questions.  1.  Are you still within the return period?  2.  Did you purchase any additional coverage on the headset? 

 

The answers to these questions will determine what role, if any, Best Buy will play in your headset service.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 1,404
Topics: 65
Kudos: 258
Solutions: 61
Registered: ‎11-23-2018

Re: Defective Product - Driver -

Hello, Jefferson01, and welcome to our online community!

 

Thank you for posting on our forum for support with your headset situation. While I'm glad you were able to take advantage of our great Curbside Pickup option to get your purchase, I hate to hear about the misinformation you received following a different product being given to you. I can understand wanting to look into your options now that this headset isn't supported with your PC now, and I'm sorry you've been given the runaround with this. I'm happy to do what I can to help.

 

As jdogg836 offered up great insight into this matter, I will need to echo his two questions and ask that you follow up with me through private message if you need additional support with this still. Please also include your full name, email, and phone number in your message. You can find the blue option to message me to the right of my name below.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-08-2021

Re: Defective Product - Driver -

The return period has expired unfortunately, I'm currently pleading with HyperX to allow me to install Windows compatible firmware onto my CloudX Flights and it seems like the simplest way to resolve this issue.  That being said the Best Buy employee that informed me that this headset was better and worked on PC was clearly ill informed.

New Member
Posts: 4
Registered: ‎03-08-2021

Re: Defective Product - Driver -

It is also worth noting that HyperX states that these are xbox headphones, not Windows headphones.  However Xbox runs on PC via the new Xbox Windows crossplatform.  Therefore there is reason to argue HyperX is to blame.

Valued Contributor
Posts: 2,237
Registered: ‎02-07-2011

Re: Defective Product - Driver -

Have you tried disabling the WDF service in windows? You could always turn it back on.
New Member
Posts: 4
Registered: ‎03-08-2021

Re: Defective Product - Driver -

Good suggestion, thank you. I did but it caused other device issues. It seems I've made a bad purchase with HyperX and should have insisted on not taking the employees advice.