Roccat Kone +

JHONO

JHONO

JHONO

Associate
Joined
8 Feb 2004
Posts
865
Location
North West
Bought this mouse in January, its a cracking mouse but after about 4 months the scroll became faulty and began to glitch whilst scrolling up and down. Video evidence can be seen on youtube.

Just wondering if anyone else has experienced this using this mouse?

Got in touch with Roccat Support via email, took two days to answer, said it was a hardware fault and that OCUK would exchange it for me. After RMAing the mouse i received an email saying it was to be returned to manufactuer to be repaired/replaced.

Doesnt quite match what i was told really.

Just wondering though, how long will this process take? I do hope its not weeks its been 10 days and still not heard a thing.
 
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apparently RMA's can easily take a month :(

it still says 'awaiting a replacement from our supplier,' despite there being over 10 in stock right now :mad:
 
When my first Kone wheel broke I emailed Roccat directly, and they said they would make an 'exception' and sent out my replacement straight away.
 
Reaper 392 said:
apparently RMA's can easily take a month :(

it still says 'awaiting a replacement from our supplier,' despite there being over 10 in stock right now :mad:
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They won't give you a retail one from their stock.

Chances are the replacement they get from Roccat will just be a "brown box" version which they wouldn't be able to sell as a retail product.

The replacement may also be a refurbished or repaired product.
 
Thats discusting after paying £70 id expect a new mouse.

Roccat are a law to themselfs by the looks of things. If they send me a refirb they can have it back!

The fault is genuine, a lot of other users have got it.
 
I have a Kone+. Had it since i42. Lovely mouse. Colours are brill. Scroll is better than my ex-Coolermaster Sentinal. Software is awesome. TCU - or whatever they call it - allows me to choose "extra low" for life off

I have found their service ok tbh. I lost my 16-digit pin card and they offered to register me anyway. Its funny because the guy also used the term "exception". I feel his English isn't great

New company so expect teething problems
 
Your contract is with the retailer, it's up to them to rectify the problem quickly. 4 months is a pretty short time so I would just push the refund, or maybe compromise on credit if you can see an alternative that you might like.
 
I agree an excellent mouse, but i would expect a new one for what i payed.

Just hope its not had to go to germany and back.

I will be giving OCUK a ring on monday to try and push things on a little.
 
Thats good advice ICM thanks.

If not heard anyting by next week still, then i might just have to try and get that point across, although all il get told is its after 28 days so its the manufacturers responisbility, pilar to post basicly.

Ive been patient and will continue to do so, but theres only so much time i can put up with an G5 for. Great mouse as well, but miss my Kone badly.
 
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Icm76 said:
Your contract is with the retailer, it's up to them to rectify the problem quickly. 4 months is a pretty short time so I would just push the refund, or maybe compromise on credit if you can see an alternative that you might like.
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The contract is with the trader but unless the goods are returned as faulty within a short period of time the retailer can choose to repair or replace the goods.

If the trader agrees to carry out a repair or provide a replacement, they must do this within a reasonable period of time, and without causing you any significant inconvenience. If you ask the trader for a repair but this turns out to be impractical or to be too expensive, the trader doesn't have to repair your goods, but you can choose to have a replacement instead. In the same way, if you have asked the trader to replace your goods and this turns out to be impractical or too expensive, the trader doesn't have to replace them, but you can choose to have a repair instead.

There is no specific definition in law of what "a reasonable period of time" is.
 
Surveyor said:
The contract is with the trader but...

...no specific definition in law of what "a reasonable period of time" is.
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To be honest I don't think a refurb is a reasonable replacement for a 4 month old item, and I don't think it's reasonable to be waiting weeks for a replacement (or repair) on a mouse. Really I think this should be turned around within a few days + postage each way, but it's only been 10 days for the OP. It's not a bad situation yet, but it's approaching the point where I think a reasonable time has elapsed and a repair/replacement hasn't been forthcoming, so I think it is acceptable to ask for a refund or alternative.
 
Icm76 said:
To be honest I don't think a refurb is a reasonable replacement for a 4 month old item, and I don't think it's reasonable to be waiting weeks for a replacement (or repair) on a mouse. Really I think this should be turned around within a few days + postage each way, but it's only been 10 days for the OP. It's not a bad situation yet, but it's approaching the point where I think a reasonable time has elapsed and a repair/replacement hasn't been forthcoming, so I think it is acceptable to ask for a refund or alternative.
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I don't disagree with you but the law allows the trader a reasonable period to repair or replace.

If that doesn't happen then you take it from there but it depends on what the trader's opinion of a reasonable time is compared to yours.
 
The last time I dealt with a ''reasonable period of time'' it was 30 days was considered reasonable, not OcUK specifically but a well known high street electrical retailer.

Razer have a very bad CS, I had a mamba that I had no receipt for as it was an ebay purchase, they had not been out a year and it developed the fault that you have, they wouldn't do anything for me and that's on a £100 mouse, 12 month warranty, not without a receipt even though the mouse had only been released 8 months prior.
 
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Going a bit off topic, but Razer support have always been extremely good to me - however I have bought quite a few mice from them since the early days inc. the original Boomslang ball mouse.

Possibly you shouldn't of mentioned eBay - seems to be a standard thing for many brands to refuse warranty to eBay buyers, even if when it's a legitimate highstreet or e-tail storefront on eBay.
 
Kone V1 had scroll problems too but i think that was down to the force being applied when pressing. this was fixed in V2 which i have and its been going for nearly a year without a hitch.
 
Icm76 said:
To be honest I don't think a refurb is a reasonable replacement for a 4 month old item, and I don't think it's reasonable to be waiting weeks for a replacement (or repair) on a mouse. Really I think this should be turned around within a few days + postage each way, but it's only been 10 days for the OP. It's not a bad situation yet, but it's approaching the point where I think a reasonable time has elapsed and a repair/replacement hasn't been forthcoming, so I think it is acceptable to ask for a refund or alternative.
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I agree totaly with this ICM has a point.

As said will be phoning OCUK tomorrow to get some more feedback, but if i dont see a new mouse by the end of next week il just have be pest (politely of course) and try my chances and ask for a refund.

Its be nearly 2 weeks from tomorrow (monday), im really not happy about the situation. I know il get the political jargon now but i dont care, you have to push to get what you want these days.
 
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