Stay in touch

sales@bluemouth.com.au

Frequently asked questions


Addressing Connectivity Issues:

We're aware some people are experiencing connectivity issues and addressing these issues is extremely important.
While we've been working with customers on a case-by-case basis, it’s important to understand that each case is unique and not created equally.

Here's what we've found..

Tolerance Issues:

We have found some connectivity issues are stemming from variations in the USB-C ports of different models of the Nintendo Switch which is an unexpected challenge.

We hold Nintendo in high regard for its exceptional production standards, but what we've encountered is a wide variation in the depth of USB-C ports across the board. This variance was not something we initially noticed during our rigorous testing phases on a wide range of consoles with the Nitro Deck, and was only noticed once the Nitro Deck hit the wider market.

To break it down, tolerance, in this context, refers to the range of acceptable depth for the USB-C ports. This discrepancy can result in an inconsistent connection between the Nitro Deck and the console, especially since there is a hard stopping point when sliding the Switch into the Nitro Deck; which has impacted the overall experience for some users. We're aware that this can be frustrating, and we're committed to finding solutions for the small number of people affected.

Defective Decks:

In rare cases, connectivity issues arose due to defective Nitro Decks. We acknowledge that these types of problems can be avoided with extra quality assurance in production. We're committed to enhancing our production processes to ensure that every Nitro Deck that leaves our facility is of the highest quality.

Improving production quality control is a key step in ensuring our customers receive products that meet their expectations and deliver the premium gaming experience they deserve.

Worn or problematic USB-C ports on the Console:

USB-C ports are complex with multiple pins, each serving different functions. These pins allow the port to perform a variety of tasks, including data transfer, video output and charging. In some cases, damage to these pins can result in full or intermittent connectivity issues.

We've demonstrated the existence of issues with these pins and their functionality in a small number of Switch consoles with the help of our community. While these cases are relatively rare, we understand the frustration they can cause and we're here to assist and work with our community who find themselves in this situation.

It's important to note that the total of all types of issues combined amount to less than 1% of the total Nitro Decks currently in customers hands.

In today's interconnected world, social media provides a platform for individuals to gather and share their experiences. While this can be a powerful way to connect and seek solutions, it can also inadvertently creates the impression that an issue is more widespread than it is. We acknowledge that people who are experiencing issues may gather in one place to seek support and share their concerns, which can sometimes magnify the perceived scale of the problem.

We are actively working with community members who have reported connectivity issues, and our support team is dedicated to resolving these cases and providing solutions.

If you are experiencing issues with your Nitro Deck please don't hesitate to reach out to support@crkd.gg - we're here to help.

Addressing Connectivity Issues:

We're aware some people are experiencing connectivity issues and addressing these issues is extremely important.
While we've been working with customers on a case-by-case basis, it’s important to understand that each case is unique and not created equally.

Here's what we've found..

Tolerance Issues:

We have found some connectivity issues are stemming from variations in the USB-C ports of different models of the Nintendo Switch which is an unexpected challenge.

We hold Nintendo in high regard for its exceptional production standards, but what we've encountered is a wide variation in the depth of USB-C ports across the board. This variance was not something we initially noticed during our rigorous testing phases on a wide range of consoles with the Nitro Deck, and was only noticed once the Nitro Deck hit the wider market.

To break it down, tolerance, in this context, refers to the range of acceptable depth for the USB-C ports. This discrepancy can result in an inconsistent connection between the Nitro Deck and the console, especially since there is a hard stopping point when sliding the Switch into the Nitro Deck; which has impacted the overall experience for some users. We're aware that this can be frustrating, and we're committed to finding solutions for the small number of people affected.

Defective Decks:

In rare cases, connectivity issues arose due to defective Nitro Decks. We acknowledge that these types of problems can be avoided with extra quality assurance in production. We're committed to enhancing our production processes to ensure that every Nitro Deck that leaves our facility is of the highest quality.

Improving production quality control is a key step in ensuring our customers receive products that meet their expectations and deliver the premium gaming experience they deserve.

Worn or problematic USB-C ports on the Console:

USB-C ports are complex with multiple pins, each serving different functions. These pins allow the port to perform a variety of tasks, including data transfer, video output and charging. In some cases, damage to these pins can result in full or intermittent connectivity issues.

We've demonstrated the existence of issues with these pins and their functionality in a small number of Switch consoles with the help of our community. While these cases are relatively rare, we understand the frustration they can cause and we're here to assist and work with our community who find themselves in this situation.

It's important to note that the total of all types of issues combined amount to less than 1% of the total Nitro Decks currently in customers hands.

In today's interconnected world, social media provides a platform for individuals to gather and share their experiences. While this can be a powerful way to connect and seek solutions, it can also inadvertently creates the impression that an issue is more widespread than it is. We acknowledge that people who are experiencing issues may gather in one place to seek support and share their concerns, which can sometimes magnify the perceived scale of the problem.

We are actively working with community members who have reported connectivity issues, and our support team is dedicated to resolving these cases and providing solutions.

If you are experiencing issues with your Nitro Deck please don't hesitate to reach out to support@crkd.gg - we're here to help.

The distribution of the LucidSound Brand has now been moved over to ACCO. This is effective as of 1st January 2023. Please direct all questions regarding product, sales and warranty to: ACCO Brands Australia Pty Ltd Locked Bag 50, Blacktown BC, NSW 2148 Phone: 1300 278 546 Email: enquiry.nsw@acco.com   ACCO Brands New Zealand Limited PO Box 11-677, Ellerslie, Auckland 1542 Phone: 0800 800 526 Email: enquiry.nz@acco.com

As with all deliveries in Australia, we need to use a third party contractor to do the delivery. Whilst we take all care and caution to ensure it is delivered in a considered manner, sometimes things go wrong. If a delivery is damaged upon arrival, please direct your query back to the retailer whom you purchased it from with your delivery consignment number. The retailer will then discuss what options are available to either collect and  replace, or provide a suitable spare part to fix the damage.

The distribution of PowerA has now been moved over to ACCO. This is effective as of 1st January 2023. Please direct all questions regarding product, sales and warranty to: ACCO Brands Australia Pty Ltd Locked Bag 50, Blacktown BC, NSW 2148 Phone: 1300 278 546 Email: enquiry.nsw@acco.com   ACCO Brands New Zealand Limited PO Box 11-677, Ellerslie, Auckland 1542 Phone: 0800 800 526 Email: enquiry.nz@acco.com

As we are currently no longer the distributor for Nacon products within Australia, I would recommend heading to Nacon's website directly for product support. The link below will assist you in finding the correct support channel. 

https://my.nacongaming.com/en-GB/support

All warranty claims must be facilitated back through the retailer of purchase, in accordance with the retailer’s returns policies and procedures. Any cost incurred, as a result of returning the product to the retailer of purchase - are the full responsibility of the consumer.

If your product is not covered by the Warranty, you are responsible for one hundred percent (100%) of the cost to repair or replace the product. Once we receive your product, we will inspect it to determine the cause of the defect, malfunction or failure. After completing our inspection, we will contact you and inform you of the total repair or replacement cost. If your product is not covered under the Warranty, your Game Controller or Accessory will not be repaired or replaced until we receive payment from you.

Bluemouth does not process or dispatch customer orders. All orders are made through and facilitated by retail partners. Please contact the retailer to discuss product delivery and delays.

All warranty claims must be facilitated back through the retailer of purchase, in accordance with the retailer’s returns policies and procedures. Any cost incurred, as a result of returning the product to the retailer of purchase - are the full responsibility of the consumer.

The distribution of the LucidSound Brand has now been moved over to ACCO. This is effective as of 1st January 2023. Please direct all questions regarding product, sales and warranty to: ACCO Brands Australia Pty Ltd Locked Bag 50, Blacktown BC, NSW 2148 Phone: 1300 278 546 Email: enquiry.nsw@acco.com   ACCO Brands New Zealand Limited PO Box 11-677, Ellerslie, Auckland 1542 Phone: 0800 800 526 Email: enquiry.nz@acco.com

The distribution of PowerA has now been moved over to ACCO. This is effective as of 1st January 2023. Please direct all questions regarding product, sales and warranty to: ACCO Brands Australia Pty Ltd Locked Bag 50, Blacktown BC, NSW 2148 Phone: 1300 278 546 Email: enquiry.nsw@acco.com   ACCO Brands New Zealand Limited PO Box 11-677, Ellerslie, Auckland 1542 Phone: 0800 800 526 Email: enquiry.nz@acco.com

Not everyone's journey is simple, so its great when support is there for you. X Rocker products are supported with a comprehensive database of information to help you find the solution https://xrockeruksupport.zendesk.com/hc/en-gb

Make sure you are using the correct cables as per the instructions and that the cable hasn't accidently pulled out. Hold the on button for 3 seconds and wait for the power to come on. If your power still goes off, please contact our support team to discuss a replacement power supply.

Please be ready with images of the control panel and proof of purchase so we can process your request efficiently.

I’M MISSING SOME PARTS – CAN YOU SEND REPLACEMENTS

Yes! Replacement parts will be offered where possible (depending on stock availability and warranty timing), if accepted by the customer. Please contact our support team using our contact us page advising of the product purchased, from where and if possible the item number for the missing part. (see instruction manual)

HOW DO I CONNECT MY X ROCKER CHAIR TO MY CONSOLE?

All of our audio gaming chairs are supplied with an easy to follow, step-by-step instruction manual. Please follow the guide to the best of your ability, and if something’s still not right, contact our support team.

Please note, that sometimes the incorrect cable is used to connect, so check this first.

WHAT CONSOLES CAN MY X ROCKER CHAIR CONNECT TO?

All of the audio gaming chairs are compatible with most major consoles and audio devices, including Playstation, Xbox and Switch.