Elgato Game Capture HD60 S

This is my story of receiving a faulty card and the trouble that ensued afterwards as I tried to troubleshoot the card and get the card replaced. This card comes with one HDMI cable and a USB-c to USB-a 3.0 cable. The USB-c side plugs into the capture card, and the USB-a side plugs into your computer. I made sure before purchasing the card that I actually had USB 3.0 ports on my computer. Upon getting the card and setting everything up, the card worked perfectly for 5-6 days. After this it began disconnecting from the USB intermitently, and would give the error "Game Capture HD60 S needs to be connected to a USB 3.0 port to function properly." To get it working again, I had to unplug and replug the USB cable and then disable and re-enable the video capture screen in OBS. It only did this every few hours, so I didn't worry too much about it. As time went on, these USB disconnects became more frequent. I ran through every walkthrough I could find online to make sure that ports were getting adequate power, that all the USB sleep settings were turned off, etc. I even went and bought a replacement USB cable because several users said that they were given a faulty cable. None of this worked. Eventually it got to the point where it would disconnect as often as every few minutes. As of right now, I can keep my picture and audio for 2 minutes to 40 minutes, and there is no way of knowing how long it will stay up before it drops again. I finally called Elgato technical support, and explained what was going on what troubleshooting I had already accomplished. They sent me an email asking me to download their diagnostic software, and send them the resulting log. I did this and was told that I needed to update my video drivers, so I updated them. They had me change the encoder/decoder settings to "software built-in" to see if there was any difference. Then they had me download a more recent version of the Elgato driver. The issue kept happening. They then wanted me to get a USB-c to USB-c cable to see if that worked. I checked every store in my area, and could not find a single place that had a true 3.0 cable (I spent about 5 hours just looking for this cable). I finally gave up and told them that if they want me to use a particular type of cable, they need to send it to me themselves. I then told them that if they were unwilling to send me the cable that they need to either send a replacement or a refund for their non-working card. Then they tried telling me that the problem was that my video drivers were not up to date (you know... the ones I JUST updated). I double-checked to make sure these drivers were up to date, and then let them know that they were mistaken... and that my video drivers as well as every other driver on my computer were completely up to date. After this, I was told that they were escalating the case to a senior technician, and that someone would contact me again in 1-3 days. No one ever contacted me. I had to call them to find out what was going on. It turned out that the person handling the case was on vacation, which is why no one contacted me. They re-assigned the case to someone new. FINALLY, after going through all of this, they decided that they needed to do a product replacement. They said they would be emailing me a pre-paid shipping label that I could use to return the capture card. When I received the email, I read the instructions carefully to make sure I didn't have any more problems. I was told that the shipping label would say which which shipping service was being used so that I knew who to call to schedule the pick-up. Well, the label they sent me had three things listed on it; my address, Corsair's address, and a barcode (no information about shipping company). I called them back to find out information about the shipping service. I reached someone who told me that all the people who handle returns were out of the office and would not be back until Monday. They claimed to have no information about what shipping service was to be used. Over the weekend, someone emailed me to tell me that I would be using UPS to return the card. I took the card and my shipping label to the UPS store to get it shipped as quickly as possible. When I got to the front desk, the UPS clerk gave me a funny look and told me that the label was not a UPS label. Surprise, surprise... it's not like Elgato/Corsair had provided much help up to now, why did I expect them to give me a valid shipping label? I went back home and called technical support, explaining the entire situation for about the 8th time since all of this started. They tried to tell me that the label was just expired. I told them that wasn't true, because UPS did not even use the type of barcode listed on my label. They didn't really have a response to that, but offered to escalate a request as "urgent" to have a new label sent to me. It has now been almost two weeks since I initially contacted Elgato with regard to my faulty card, and I have yet to even get a correct mailing label to send the faulty card back to them. Please note, that they will not send a replacement card until they receive the broken one. Don't get me wrong, I understand why they do this (to prevent fraud and theft). But you would think they could make an exception when the whole reason it's taking so long in the first place is their own constant screw-ups. I am now being told that I should get another mailing label within another two days. My conclusion with all of this is that Elgato/Corsair operates with the mentality that once they have your money, they don't give a crap. Their goal seems to be to feed you nonsense until you give up and stop pursuing a replacement/refund. I'm still sitting here in limbo, still unable to use the capture card that I already spent $150 on... and that's not even considering the replacement HDMI and USB cables that I purchased at their request while troubleshooting, as well as money lost while not publishing new content. Technical support/customer service is terrible and their process to return faulty products is even worse. I can promise you this... Elgato/Corsair is at the very bottom of my list of companies I will consider doing business with in the future. I have never had such an awful experience with any company in my life.