Warranty Issue Advice Needed.

Malek988

Malek988

Malek988

Associate
Joined
26 Oct 2014
Posts
124
Hi Guys this is not an issue with OCUK never been a problem with them, mine is with a high street electronics retailer beginning with M

Long story short, bought a roccat keyboard for £70 2 year warranty... ive come to get a replacement on that warranty and they are claiming they only cover one year and roccat cover the other... this was not stated anywhere on their website .. and when i contact roccat they tell me its tosh basically and my sales contract is with the company in question.

spoke to said companies customer service ans they wont help told me the website only needs to state the warranty period.... which is 2 years when i showed him that he ignored me.

Who is right here and what can I do??
 
Retailers only have to honour the 1yr, after that you go direct to the manufacturer for the remainder.
 
Whenever I have had issues with an item, I've always contacted the manufacturer to get it resolved. I haven't had any issues in doing so.

You need to identify who is offering the warranty. I'm inclined to say it's a manufacturers warranty, in which case it's Roccat who should resolve the issue and not the retailer.
 
Saffy said:
Whenever I have had issues with an item, I've always contacted the manufacturer to get it resolved. I haven't had any issues in doing so.

You need to identify who is offering the warranty. I'm inclined to say it's a manufacturers warranty, in which case it's Roccat who should resolve the issue and not the retailer.
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I thought this as well but the retailer told me one thing then when i quoted him on it he denied it... kept the screen shots... ive included some of the conversation to provide some background. Its been non stop telling me different things each time i talk to someone and all i want is the keyboard replaced :( retailer confirmed there is 2 years but claims they manufacturer does year 2, so after this email back from the manufacturer whose right here??
 
Forward their warranty to the retailer? What's that all about?!

Either they offer a manufacturer's warranty, or they don't. It's separate to what a retailer has to offer under local consumer law.

Unless they're suggesting they don't deal direct with the end user and only process warranty claims through the retailer. Thinking on it, it's probably this.

Get back to retailer and ask them to process the return under warranty. If they refuse, then you may have to write it off and get 'revenge' by writing about it all over the web! ;)
 
BadMojo said:
Forward their warranty to the retailer? What's that all about?!

Either they offer a manufacturer's warranty, or they don't. It's separate to what a retailer has to offer under local consumer law.

Unless they're suggesting they don't deal direct with the end user and only process warranty claims through the retailer. Thinking on it, it's probably this.

Get back to retailer and ask them to process the return under warranty. If they refuse, then you may have to write it off and get 'revenge' by writing about it all over the web! ;)
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Yea i showed them that same screenshot they just ignore me! Seriously i have spent so much money there and never returned or haggled or anything just paid my money and went.... the item in question on their website which stated 2 year warranty has been removed!! but i got a print out somewhere in which there is no "maplin cover year one and roccat cover year 2" gah , ill never use either again tbh I dont wanna revenge over the web not my style :P
 
Wow. I have never come across such nonsense, that is Roccat's warranty policy, in my life. I sincerely hope you can get this sorted as they've put you in an awkward position where you are having to go back and forth to no avail.

My advice for the future would be to stick with industry leading brands who are renowned for their customer service. It's always the safest option and one I would spend a little extra for.
 
I am guessig that Roccat offer the retailer the option of the second year at a sligtly extended price. e.g:

* Retailer buys item from manufacturer for £50 with one year warranty.
* Retailer buys item from manufacturer for £60 with two years warranty.

By choosing the cheaper option 'M' can then sell the item more cheaply. Presumably you bought from them because they were cheap compared to other retailers. In this case the retailer decided to go with the cheaper option and only has a years warranty. This is probably all they need to meet consumer law. So they are unlikely to offer you that second year since they would have to write off the product completely and give you a new one. Unfortunately your contract is with the retailer rather than the manufacturer so I think you're out of luck.
 
Hades said:
I am guessig that Roccat offer the retailer the option of the second year at a sligtly extended price. e.g:

* Retailer buys item from manufacturer for £50 with one year warranty.
* Retailer buys item from manufacturer for £60 with two years warranty.

By choosing the cheaper option 'M' can then sell the item more cheaply. Presumably you bought from them because they were cheap compared to other retailers. In this case the retailer decided to go with the cheaper option and only has a years warranty. This is probably all they need to meet consumer law. So they are unlikely to offer you that second year since they would have to write off the product completely and give you a new one. Unfortunately your contract is with the retailer rather than the manufacturer so I think you're out of luck.
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Interesting post! Makes sense.. What about the part in the M site that states 2 years warranty?? Isn't there a law or something saying they have to honor it if they advertise it? Or have I got it wrong... Either way your right I think I'll have to take it on the chin. I usually buy everything from ocuk but I was at the m store for other things and this was an impulse buy.

Thanks for the replies guys!!
 
Sorry I missed where you mention the two years on the retailers site. But if they offered it when you bought it, then it forms part of the contract and they must honor it. However I just looked on the retailers site I think you are referring to (they only sell one Roccat keyboard so I assume it's that one) and the warranty period states one year. But you should check yourself in case I'm looking at the wrong site and wrong product.

It comes down to this: If you can prove that the site stated a two year warranty on that item when you bought it then it is part of the contract and must be honored. But it looks like a single year to me.

So... did the retailers website state 2 years for this exact product?
 
Hades said:
Sorry I missed where you mention the two years on the retailers site. But if they offered it when you bought it, then it forms part of the contract and they must honor it. However I just looked on the retailers site I think you are referring to (they only sell one Roccat keyboard so I assume it's that one) and the warranty period states one year. But you should check yourself in case I'm looking at the wrong site and wrong product.

It comes down to this: If you can prove that the site stated a two year warranty on that item when you bought it then it is part of the contract and must be honored. But it looks like a single year to me.

So... did the retailers website state 2 years for this exact product?
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Hi Hades, The keyboard your looking at is the mechanical version... mines the old isku. The newer one does say 1 year but the one I got did definitly said 2 years... belive me from my years in retail and finance its knocked the words "small print" into me so definity 2 years and definitely didnt mention the manufacturer in those 2 years
 
Malek988 said:
Hi Hades, The keyboard your looking at is the mechanical version... mines the old isku. The newer one does say 1 year but the one I got did definitly said 2 years... belive me from my years in retail and finance its knocked the words "small print" into me so definity 2 years and definitely didnt mention the manufacturer in those 2 years
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Having proof is the key. If you do have a screenshot then print it out along with a recorded delivery letter to customer services. Explain that you have a two year warranty and are being denied it. Ask them to investigate the matter and provide the warranty that was offered at the time of purchase and that forms part of the contract they entered into.
 
Hades said:
Having proof is the key. If you do have a screenshot then print it out along with a recorded delivery letter to customer services. Explain that you have a two year warranty and are being denied it. Ask them to investigate the matter and provide the warranty that was offered at the time of purchase and that forms part of the contract they entered into.
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That's my plan for Monday such a hassle over a simple Warenty return :(
ED209 said:
Go kick up a stink on their social media page? seen people do this before
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I made a post yesterday hoping if it was a little more public id get somewhere the fellas there have completely contradicted themselves again and when it was pointed out they started deleting messages.... lucky for me i screenshot each new messege in case they did this..... such a childish low thing to do to avoid a return.
 
Malek988 said:
That's my plan for Monday such a hassle over a simple Warenty return :(

I made a post yesterday hoping if it was a little more public id get somewhere the fellas there have completely contradicted themselves again and when it was pointed out they started deleting messages.... lucky for me i screenshot each new messege in case they did this..... such a childish low thing to do to avoid a return.
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lol why delete messages as they should surely know people will see it and then Screen shot it.

Post the screen shots backup up and ask them to explain why they deleted all their messages once it was pointed out.
 
That's a pretty crap attitude from Roccat. My Vengeance K60 packed up a couple of years ago too. I emailed Corsair asking if hey had a repair servuce as it was out of warranty and they sent me a new one as a gesture of goodwill.
 
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