DXRacer Warranty?

Outcasst · 6 Oct 2016 at 13:27

I'm currently having some trouble with the warranty on my DXRacer Max chair. It's 1.5 Years old.

I have contacted DXRacer directly and they have told me Overclockers only offer a one year warranty on these chairs, however when I purchased it the fact that it had a 2 Year parts warranty and lifetime frame warranty was one of the main factors in the decision.

DXRacer won't help me either, as they stated:

"Due to their contract with DXRacer, we are unable to assist under warranty."

This seems like a complete joke as they're not willing to honor the original lifetime frame warranty that was promised.

Glanza · 6 Oct 2016 at 13:41

Have you spoken to OCUK yet?

Outcasst · 6 Oct 2016 at 13:51

I have. They stated that they do not have any replacement parts and because of the age of the chair, referred me to DXRacer support which is where I got the above response.

As I understand it, the Max series was replaced by the King Series shortly after I purchased it in May 2015, so I doubt there will ever be any replacement parts available.

Bit of a pickle, really.

ChugNorris · 6 Oct 2016 at 17:39

What parts do you need exactly? Not that we have any Max series parts in stock, but other parts are potentially interchangeable.

Outcasst · 6 Oct 2016 at 18:24

ChugNorris said:
What parts do you need exactly? Not that we have any Max series parts in stock, but other parts are potentially interchangeable.

I need a replacement gas lift and replacement backrest. The gas lift could maybe be taken from the King series due to the weight that it's supposed to hold, but I don't see how the backrest can be swapped from another line.

ChugNorris · 7 Oct 2016 at 09:35

I can't do anything about the backrest (although I am of the opinion DXRacer should sort this as per their warranty claims) but I can get a replacement gas lift out to you if it helps.

MooMoo444 · 7 Oct 2016 at 12:29

Do you not have power to get them to honor the warranty as a major partner? This sounds really shady that they won't replace it. Especially when OP bought with confidence of 2 years warranty.

ChugNorris · 7 Oct 2016 at 14:30

MooMoo444 said:
Do you not have power to get them to honor the warranty as a major partner? This sounds really shady that they won't replace it. Especially when OP bought with confidence of 2 years warranty.

I am trying but unfortunately DXRacer do not support us nearly as well as the likes of noblechairs, Vertagear and Nitro Concepts, otherwise we wouldn't be having this forum discussion.

Outcasst · 7 Oct 2016 at 18:42

ChugNorris said:
I can't do anything about the backrest (although I am of the opinion DXRacer should sort this as per their warranty claims) but I can get a replacement gas lift out to you if it helps.

A replacement gas lift would be fantastic if you can sort it. My details are still the same as on the original order; OC2016625

I have tried a message on the DXracer reddit, some people seem to be getting somewhere with them over there. Maybe it's just DXracer Europe that have some issues.

ChugNorris · 10 Oct 2016 at 09:09

Hi Outcasst - I'll get a gas lift sent out for you today, hope you get somewhere with the backrest too.

Outcasst · 11 Oct 2016 at 02:29

Excellent thank you. Your help is much appreciated.

Got nowhere with DXRacer support. Guess I just have to move on. Not going to be buying their products in the future.

bigSadFace · 26 Oct 2016 at 09:55

Was the chair advertised with 2 year warranty on the OCUK website?

I can see OCUK have been somewhat helpful in this thread; however, I would push with them on the warranty claim, they can deal with their supplier not you. You wouldn't expect a product of this quality and associated price to fail within such a timeframe.

Uther · 26 Oct 2016 at 10:01

Well that's another company off the list.

BigBANGtheory · 26 Oct 2016 at 10:42

If no one is stepping up to fix your problem you basically have three options:

1. Do nothing and buy a new chair, less hassle but more expense
2. Find out about how your consumer rights apply to this situation and exercise your rights
3. Contact the consumer ombudsman service

Generally speaking a manufactures warranty is a contract between you and the manufacturer, but if you were sold something that is faulty (be that the chair or the warranty) that is an issue between you and the retailer. If the retailer and the manufacturer are not in agreement with one another that might explain the complication and delay but ultimately its not your problem to solve your claim is with the retailer.

tom_e · 26 Oct 2016 at 10:50

OcUK's problem? www.thisismoney.co.uk/money/bills/article-1677034/Two-year-warranty-EU-law.html

Either way it seems from ChugNorris' replies that they're well aware DXRacer are not offering proper support so it begs the question why OcUK are still supplying them.

Doogles · 27 Oct 2016 at 07:53

Uther said:
Well that's another company off the list.

Yeah I agree but at least OCUK did something so kudos too them, I now have DXRacer, Razer, Roccat, Toshiba and Acer all on my to avoid if possible list

tom_e said:
OcUK's problem? www.thisismoney.co.uk/money/bills/article-1677034/Two-year-warranty-EU-law.html

Either way it seems from ChugNorris' replies that they're well aware DXRacer are not offering proper support so it begs the question why OcUK are still supplying them.

Maybe they still have plenty of old stock? It is hard to not sell something when you have it in stock still.

varkanoid · 27 Oct 2016 at 15:43

I had the same problem. My gas lift went faulty after only 8 months. This was the response I got from DX Racer.

https://forums.overclockers.co.uk/showthread.php?t=18710009

The one OCUK sent me didnt fit.
In end I bought a replacement gas lift off a DXRacer reseller in Germany cost me £33! Notice the Canada DXRacer site is selling them for $20.

By the way despite the ease of removal in a lot of the Youtube videos dont believe what you see it was a bloody ***** to remove. It needed quite a few massive whacks and half a can of spray oil which took me about 2 hrs to remove.

Nice chair but not buying another.

Outcasst · 27 Nov 2017 at 19:54

Holy Necro!

So here we are again. Another year. Another issue with DxRacer.

One of the spokes on the base of the chair basically snapped clean off a few days ago. Pics: https://imgur.com/a/2diq2

Knowing that there's a lifetime warranty on the frame of the chair, I decided to message their support directly to ask for help.

They responded saying that the base of the chair is not classed as the "frame" so unfortunately there's nothing they can do since the 2 Year regular warranty has ended.

I haven't contacted OCUK yet, but what do you guys think about their response? I definitely would class the metal base as part of the frame of the chair myself.

P.S Their website also states warranty doesn't apply to issues that are a result of general wear and tear. Doesn't that basically invalidate the warranty? Most issues are going to be from general use of the product.

flea.rider · 27 Nov 2017 at 22:26

my dx frame split .. but could never get any help from dx themselves as it was a grey import ..
still have the chair put a solid rod in the tubes .. would never buy it again ..

Allnamestaken · 28 Nov 2017 at 01:22

You could if you really wanted buy a different wheel thing and provided the lift fits just attach that to the chair so it still works. I know its not ideal... but atleast you will be able to use it...