Microsoft mouse RMA?

Samfau2 · 16 Oct 2008 at 19:57

I have a microsoft wireless intellimouse explorer 2.0 with a dodgy scroll wheel and have been looking for a microsoft hardware rma department or any kind of email where i can enquire about a replacement with no luck at all. Does anyone have any experience of claiming a replacement for MS hardware and know where to start? Cheers

fobose · 16 Oct 2008 at 20:23

I emailed MS about a mouse back in march and they replied with this:

Thank you for your e-mail.

We would recommend that you speak to our Microsoft Technical Support Team regarding this issue.

By calling Microsoft 0870 60 10 100 (UK), selecting option 2 on the main menu and thereafter option 3, you will be automatically transferred to an agent.

What will then happen is they can diagnose the problem, and either help you resolve it or they will place an order on your behalf for a replacement.

At Microsoft we have a 2-5 hardware warranty, therefore this means you may even get a new one free of charge through the post.

Our fellow colleagues at Microsoft, we are sure, would be happy to assist.

For any further queries, please feel free to contact us anytime.

I just re-read your post, I also was emailing them about the same mouse, regarding the scroll wheel. The mouse was actually called (says the box) "Microsoft Wireless Optical Mouse 5000", it looks identical to my old "MS wireless intellimouse explorer 2.0" but it is a darker grey colour, and it also says ""MS wireless intellimouse explorer 2.0" on the bottom.

Anyway, the new mouse's scroll wheel started acting up as soon as I installed the drivers for it, it would scroll faster one way than the other (one was was really slow, the other was really fast). I fixed this myself by uninstalling the mouse driver, rebooting and just using the windows default driver (atleast I think thats the way I did it).

Samfau2 · 16 Oct 2008 at 22:49

thanks for the response. i shall ring that number then, that was what i was looking for but couldn't find it anywhere. I was aware that there was a similar mouse called that and was wondering if they were the same so ill keep that in mind.

My scroll wheel has been fine but now is not perfectly smooth, it jumps and stutters when you turn it, i think it may have become slightly dislodged or has just degraded over time and dirt has built up reducing its freedom to rotate. thanks again

btw are you aware of the warranty length for this particular mouse? and did MS require original invoice and packaging? Not sure i have either of them anymore.

vanquisher · 16 Oct 2008 at 23:00

My Microsoft Habu mouse keeps disconnecting and reconnecting. I'm gonna have to phone them up about it since there is no means to RMA or get support about it on the MS product help site :mad:

It just gauls me that they are still selling the Microsoft Habu on their website too, but you cannot get any help or support on it directly.

fobose · 16 Oct 2008 at 23:03

MS Mice have 3 year warranty IIRC. I haven't actually called them so dont know if I need an invoice (I still have the e-invoice somewhere in outlook). I might try the software on my mice again and if it doens't work I think I will ring them and see what they recommend.

vanquisher · 16 Oct 2008 at 23:10

fobose said:
MS Mice have 3 year warranty IIRC. I haven't actually called them so dont know if I need an invoice (I still have the e-invoice somewhere in outlook). I might try the software on my mice again and if it doens't work I think I will ring them and see what they recommend.

Yeah it says so on the website that the warranty is 3 years. I think its a common fault with the Habu from doing some googling. I'll have to give them a call tomorrow.

Samfau2 · 16 Oct 2008 at 23:21

Yeah it baffles me that they dont have a decent rma process on their website or at least some product support emails. Ill give them a ring and post back. I've read that MS mouse warranties are done mainly on the PID number on the bottom and you often don't need to return it or provide an invoice, thats been mainly from US sources though, might differ in the UK.

bru · 17 Oct 2008 at 00:04

ive had two replacement mice from microsoft (for different mice), each time i have just phoned them up explained the problem, they ask for the number on the bottom of the mouse and a new mouse arrives a few days latter in the post. no need to send the old one back or anything, i suppose it could depend on the problem but both times with me they have been completly dead.
overall i cant fault microsofts rma procedure.

Sean_UK · 17 Oct 2008 at 01:07

vanquisher said:
My Microsoft Habu mouse keeps disconnecting and reconnecting.

Never had a problem with mine in the 15+ months of ownership, but im aware the Habu can be a real pain with certain PC builds.

Have you tried the firmware update? In my case it cured the known 'power down pc, then back on = disco Habu with driver functions and profiles lost'.

vanquisher · 17 Oct 2008 at 01:10

Sean_UK said:
Never had a problem with mine in the 15+ months of ownership, but im aware the Habu can be a real pain with certain PC builds. Have you tried the firmware update? In my case it cured the known 'power down pc, then back on = disco Habu with driver functions and profiles lost'.

Nah its the wire at the front. Its when you move and the wire bends slightly, that all power is lost to it.