Decent products, atrocious customer support
I bought a mouse from them last year in August. A couple of months later the paint/coating on the mouse had started to peel away. I sent a message to their customer support page on their website. No confirmation email of having received my message, no response, nothing. I emailed their support directly. My email bounced repeatedly. I message in their discord. Nothing. I reach out to their store page on AliExpress and only then do I get a response and start getting help. I explained the situation and sent photographs of the problem and they explain that it was a problem with the earlier batches but has since been resolved. I then receive an email from their support and discuss the problem with them. Eventually they send out a replacement mouse which arrived on the 22nd of November, with the original mouse I needed replacing arriving in August. This replacement mouse however has the exact same serial number and ends up inevitably having the exact same issues within a few months. Unfortunately I'd just started a new job around this time so I hadn't had the chance to get in touch about it until last month. I encountered again the same problems of my first email either being missed or ignored and once again reached out to their store page on AliExpress where I got a response. This was after I'd already emailed on September 1st, with a follow up email on the 13th to which I only got a response on the 15th but this time instead of confirming the issue was known with these batches they denied it and claimed that the mouse must have been exposed to corrosive agents and that "Unfortunately, the warranty period for the replacement has already expired, but we’d still like to help you find out the cause and offer you a discount if you plan to get a new one." As I wrote earlier, the original mouse was technically out of warranty as it had been a little under 13 months since I'd purchased that one, however the mouse I was looking to replace I'd only had for a bit over 9 months so still within warranty. I clarified there had been no cleaning agents or anything that could be strong enough to dissolve paint on the mouse, and that if there had been I probably would have known it myself given that it would likely also cause me severe skin irritation from the caustic nature of paint stripper and that I was told last time this was a known problem with the earlier batches. I also clarified that this mouse was actually still within the 1-year warranty period as I didn't receive it until 22/11/24. The following email came two days later with them doubling down stating "We’ve carefully reviewed the photos" and that they don't match the wear and tear typically seen and thus "coverage applies to defects in materials or workmanship, but not to damage caused by external factors or environmental exposure" despite the fact that, again, this mouse has the exact same issue and serial number as the last one and last time I was told that it was a known issue with the first batches. They then offered me a discount on a new product because after this experience why would I want to continue supporting them and buying their products if this is the kind of support I can expect if things go awry? I responded again with images for comparison for this warranty claim and the previous one to show that it's the same issue as last time, the serial numbers on the mice are the same and included the screenshot from when I was discussing the problem with the first mouse with the AliExpress store page when they reassured me this was only an issue with the earliest batch and that "we guarantee that the current batch will not have this problem". With all this being said, when I purchased the mouse initially it was directly from their website whilst the replacement was sent from an Amazon warehouse here in the UK. Now Attack Shark aren't a very well known brand here so when I saw that I did initially have some concerns as there was no guarantee that the mouse I was being sent was even from the new batches where this wasn't a problem and there was no way of telling how long it had been sat in that warehouse for. Obviously as it turned out my concerns were valid. They responded to my email again on the 19th and again claimed to have "carefully reviewed" the coating on my replacement mouse and "would like to reassure you that the coating on the replacement mouse we sent you is from a newer batch, which does not have the issues that affected some earlier units", how they did so with only photographs and not even different serial numbers between the two mice is beyond me. They then added "In fact, we have not received similar feedback from other customers regarding this updated version." Running out of characters. Claimed it was out of warranty again. I responded about the SN again. No response since the 19th of September. Don't waste your money.