Refused warranty or repair on my Razer mouse!

Rofflay · 27 Jul 2013 at 21:26

Hi all im just wondering has anyone else had problems like i have? Im using a well known retailer in the UK (the tax avoiding folk) And my deathadder broke 1 month before the end of my warranty.

So i emailed razer about my £54 mouse and got the following response:

We are sorry, but unfortunately it sounds like your product may be in need of repair or exchange. . Our Returns and Refund Policy is limited to products purchased directly from our online Razer Store. For information on returns & refunds for products bought from other retailers, please contact those retailers directly.

I contact my retailer and get:

The European Directive 1999/44/EC allows for a claim to be taken (under certain circumstances) for a period up to two years in accordance with European Law, and up to six years under UK law.

This does not imply that an item has a warranty of two years or six years respectively. It merely permits an individual to make a claim under certain circumstances within that time period, e.g. should a fault be proved to have been inherent in the first six months.

We do not provide the warranty for this item. We do, however, cover our obligations under the relevant legislation such as the Sale of Goods Act 1979 in the UK. Under the Sale of Goods Act, a consumer is granted recourse against a seller of goods if those goods were defective at the time of purchase. This may include, in certain circumstances, repair, refund or replacement but only to the extent that doing so is not disproportionate to the value of the goods, having regard to the use the customer has already had of the goods and the nature of the goods.

You purchased your product approximately 23 months ago and, until recently, have used it successfully and reported no fault with the product. Given your satisfactory use of the product for a period of time which exceeded the manufacturer's warranty period, it is not established that the product did not conform to the contract (i.e. was defective) at the time of purchase.

We are therefore not under an obligation to offer any additional assistance in repairing or replacing your product.

So 2 years warranty, item was a spare up until christmas it was opened and in 4 months the side button came to peices.Apparantly no one wants to deal with this issue.Personally i think Razer are complete junk every razer mouse i bought lasts at most.... 1 year!

james_2k · 27 Jul 2013 at 21:29

so stop buying them?

sucky but i guess you will have to buy another one. not razer maybe

Puppetmaster · 27 Jul 2013 at 21:32

Try contacting Razor again. When my Naga was having issues, I was worried about sending it to OcUK because of the cost when an item isnt found to be defective. Razer told me that if I had issues with them to contact them again and they would arrange something. Could have a shot at that?

Is the item still listed on their website? Does it state anything about warranty there.

I wouldn't buy a Razer mouse ever again though. For a £100 mouse to be broken in so many ways (loses sync a lot, sometimes doesnt regain it, even after unplugging and replugging, forcing me to firmware flash as not even re-pairing it helps) and the replacement was just as bad. Cursor just seems to stop working a lot as well.

teppic · 27 Jul 2013 at 21:34

My Logitech keyboard has broken two years after purchase, so I've contacted them directly instead of the retailer - they've given me a free postage label to print off and will exchange it.

I'm assuming the 2 year warranty wasn't just if bought via the Razer store though?

Puppetmaster · 27 Jul 2013 at 21:37

teppic said:
My Logitech keyboard has broken two years after purchase, so I've contacted them directly instead of the retailer - they've given me a free postage label to print off and will exchange it.

I'm assuming the 2 year warranty wasn't just if bought via the Razer store though?

The problem is Logitech are a decent brand that generally make reliable well built products and have decent customer service. Razer mice I would say are pretty poorly built and my experience of their CS wasn't very good, having to send back about 6 or 7 emails until they finally admitted the mouse was at fault. Stupid thing is its a common fault looking around the internet.

When I have dealt with Logitech CS in the past they have been amazing.

Rofflay · 27 Jul 2013 at 21:45

Yea this is the Deathadder black edition which is expensive too and 4 months and it broke.Before this was the normal deathadder with the infamous double click wear and tear issues after about 14 months.It seems razer do not actually have any products that can last up until warranty period? Logitech are probably more sturdy but do Logitech offer the 1000hz ultra polling etc?

I know one thing, buy off OCUK if it is razer as these other cowboys are disgusting.I just sent him a nasty email back so i can expose his replys here on the forum

wazza300 · 27 Jul 2013 at 21:47

Go straight to razer and see what they say,if all else fails try opening it up? Idk what's up with it but broken wires just as it goes in the mouse casing are common,I've had to cut and resolder the wires on mine,been fine since

Jokester · 27 Jul 2013 at 22:00

What specifically was the warranty offered by the retailer at the time of purchase?

Meurig · 27 Jul 2013 at 22:14

It seems to me that the reply you had from Razer does not correspond to their own Warranty description on their website.

Their website indicates it must be an "authorised reseller" for them to accept it.. So, it would depend whether the place you bought it is an "authorised reseller".

Razer linky:http://www.razerzone.com/warranty

The law is unfortunately on their side. I was checking out the official government document on consumer rights for a similar thing just this gone Friday and if it is past 6 months from the point of sale they can ask you, as a customer to prove it was faulty at the time of purchase. However, most reputable stores, online or otherwise will just swap it out.

I would suggest sending them a strongly worded email, linking to the government document advising that you have only just used it as it was within packaging and you believe it was faulty from the start.

There is a paragraph in the government document saying (to the retailer) that they have to consider what an "impartial person" may believe as evidence that the item was faulty from point of sale as it may be that the "impartial person" will take the word of the customer as enough proof of a fault from point of sale.

It worked for me.. Got me a replacement PSU 11 months into it's warranty.

Link to government document:
http://www.oft.gov.uk/shared_oft/738369/738375/OFT002_SOGA_explained.pdf

Jokester · 27 Jul 2013 at 22:16

Ultimately it's nothing to do with Razer, his claim is with the seller and what their warranty is that they offered at the time he bought it.

Rofflay · 27 Jul 2013 at 22:20

Jokester said:
What specifically was the warranty offered by the retailer at the time of purchase?

There is nothing on the box about warranty and nothing on the website off the retailer.http://www.razerzone.com/warranty states 2 years on wired mice though.Also the reseller link for the UK does not work for me? Are OCUK an official Razer reseller then as i need to order a new mouse and next time i want official support for the two years none of this back and forth nonsense?

And Wazza the black edition of the DA seems to have a common issue.The side button caves in and no longer becomes useable.Its more of a spring fault i think and side buttons are non removable on the DA black unlike normal DA.

Puppetmaster · 27 Jul 2013 at 22:33

Rofflay said:
There is nothing on the box about warranty and nothing on the website off the retailer.http://www.razerzone.com/warranty states 2 years on wired mice though.Also the reseller link for the UK does not work for me? Are OCUK an official Razer reseller then as i need to order a new mouse and next time i want official support for the two years none of this back and forth nonsense?

And Wazza the black edition of the DA seems to have a common issue.The side button caves in and no longer becomes useable.Its more of a spring fault i think and side buttons are non removable on the DA black unlike normal DA.

Overclockers were an authorized reseller, still should be. They replaced my mouse within the 2 year warranty.

Rofflay · 27 Jul 2013 at 22:35

I will wait until Jokester can get in here to confirm this buy that sounds good mate.There is little point buying one of these mice of ebay or any other retailer if Razer wont offer support unless it is an official retailer.

I await the yes we are so i can order a replacement.

Jokester · 27 Jul 2013 at 22:37

Rofflay said:
There is nothing on the box about warranty and nothing on the website off the retailer.http://www.razerzone.com/warranty states 2 years on wired mice though.Also the reseller link for the UK does not work for me? Are OCUK an official Razer reseller then as i need to order a new mouse and next time i want official support for the two years none of this back and forth nonsense?

And Wazza the black edition of the DA seems to have a common issue.The side button caves in and no longer becomes useable.Its more of a spring fault i think and side buttons are non removable on the DA black unlike normal DA.

Your warranty is with the seller under UK/EU law, not Razer - anything they offer is out of the goodness of their heart. If the seller doesn't play ball following complaint to them and Razer don't do anything your only real recourse is to take the seller to the small claims court under the SoG Act, and given the 23 months that have passed since purchase the onus will be on you to provide proof of an inherent fault. This may be the reports that the issue you have is a common fault with the model, but could leave you even more out of pocket if you lose.

*I don't work for OcUK and IANAL either so this may be taken with a pinch of salt.

Rofflay · 27 Jul 2013 at 22:47

Aye my bad ill fire off a webnote shortly and see if i can get it confirmed.They could never defeat me in court though

I would just bring in a few google print outs about others with the same fault and its the same mouse,same button and exact same caved in spring gone issue too!

Well see what they have to say on the phone tomorrow about it!

jamiehavok · 27 Jul 2013 at 23:46

ok so let me get this straight, razer provide a 2 year warrenty but only if brought from there store so your at the mercy of the retailer who can get away with only providing a 6 month warrenty unless you prove it was faulty to begin with. (under uk soga within 6 months the retailer has to prove it) the only thing you can do now is threaten the retailer with court action unless they compensate, and hope they bite...which is probably only worth it if you can get someone to sign a document saying it is a manufacturing fault (razer have no legal responsibility whatsoever)

Puppetmaster · 27 Jul 2013 at 23:55

jamiehavok said:
ok so let me get this straight, razer provide a 2 year warrenty but only if brought from there store so your at the mercy of the retailer who can get away with only providing a 6 month warrenty unless you prove it was faulty to begin with. (under uk soga within 6 months the retailer has to prove it) the only thing you can do now is threaten the retailer with court action unless they compensate, and hope they bite...which is probably only worth it if you can get someone to take apart the mouse and sign a document saying it is a manufacturing fault (razer have no legal responsibility whatsoever)

Well most reputable retailers I would expect to honour the full 2 year warranty. As I said above overclockers did with me. Looking at another major etailer they state 24 month warranty as well.

I would imagine it would not be a clear cut case for the retailer, If it went to court. Its reasonable to expect a £100 mouse to last more than 6 months. Its probably not reasonable to expect a £5 mouse to last 3 years. If any retailer did that they would likely spend a lot of time (and money) being wasted in a court room. That isn't even considering the reputation they would get.

edGfaCTor · 27 Jul 2013 at 23:58

jamiehavok said:
ok so let me get this straight, razer provide a 2 year warrenty but only if brought from there store so your at the mercy of the retailer who can get away with only providing a 6 month warrenty unless you prove it was faulty to begin with. (under uk soga within 6 months the retailer has to prove it) the only thing you can do now is threaten the retailer with court action unless they compensate, and hope they bite...which is probably only worth it if you can get someone to sign a document saying it is a manufacturing fault (razer have no legal responsibility whatsoever)

First bit is correct it is up to Razor they are offering an extension of are current rights so they like a lot of companies state it has to be purchased from them or an authorized seller for this warranty.

6 months warranty is wrong in the uk 1 year is standard but after 6 months the retailer can choose to send off for repair or replace they don't have to issue refund.

Hyburnate · 27 Jul 2013 at 23:59

Razer are known for their **** build quality...

jamiehavok · 28 Jul 2013 at 00:15

edGfaCTor said:
First bit is correct it is up to Razor they are offering an extension of are current rights so they like a lot of companies state it has to be purchased from them or an authorized seller for this warranty.

6 months warranty is wrong in the uk 1 year is standard but after 6 months the retailer can choose to send off for repair or replace they don't have to issue refund.

1 year warrenty is standard true but is there anything saying they have to offer this or is it kind of like 1 person offers it so everyone follows suit? (so kind of like an unwritten rule) As far as i know the only actual law is the retailer has to prove there's a fault within 6 months of purchase.. (after that its up to the customer) so it would be a bit silly offering less than 6 months warranty. When a store i worked in was shutting down they did exactly that.. they gave 6 months warranty in the final months before closing instead of 12..

a retailer doesnt have to offer refund at any point after "reasonable time has passed" for person to accept goods i believe. (again the unwritten standard for this is like 28 days!)