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post #111 of 1415
Top surface of the Naos 3200 is a mess after some months of use
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post #112 of 1415
Quote:
Originally Posted by DaFaRsHeR View Post

I got mine cheap too via Ebay but from Xionite in Israel who is on their approved seller list!

There is no list of approved sellers...there is however a list of retailers that sell Mionix products wink.gif

Nowhere on the website does Mionix state that you must buy from the sellers they list to maintain your warranty, neither does the warranty terms on their website state this and its not detailed on the warranty card in the product box either.

When i bought one of their products i chose partly due to the fact i liked the warranty terms they set out on the products page, but now i need help it seems Mionix are throwing in a few other terms at their discretion.

At first they had a problem wit h the price i paid and said i did not pay enough! rolleyes.gif i told them that i didnt see any RRP on their website or on the product box but they then replied that the mouse was used and i needed to get a receipt from the original owner....but this was after i had already told them twice that the mouse was bought brand new by myself, they just choose to ignore what i had already told them.
mad.gif
Then they ignored my emails for over a week.
If i had known before hand that the warranty required the item to bought from an authorised seller then i would have asked them for a list of authorised retailers they approve of.
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post #113 of 1415
I'm thinking that this company has some real problems. I'm not limiting my statement to the sketchy level of customer support you are seeing either.

I love my Naos 5000. It is the most comfy mouse I own among my paltry band of gaming mice.

HOWEVER, the crummy drivers and firmware releases, the odd behavior I've experienced using it with linux, minor spots where quality assurance and component selection engineers have failed to do their job well, coupled with a spotty (or perhaps two dots they are spread so thin) customer support. I wouldn't recommend buying the Naos 5000 unless it is super cheap. Also, the "Authorized seller" line sounds like a steaming load.

I like supporting the underdogs, and have no problems with helping them make a better product by providing constructive feedback. That said, it seems like Mionix is asleep and has no real desire to engage their audience or address known documented issues with their products. I don't "like" companies on Facebook, so if that is their only avenue of access they simply have proven my point on how out of touch these folks seem to be.

I suggest that the person or person(s) that work at Mionix Wake the - - - - up!

Hex.
[ Has no idea what his next mouse will be when the Naos 5000 finally dies (or the skates grind completely down) ]
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post #114 of 1415
Still getting nowhere with this mouse RMA.
Shame they dont look after their customers, i dont have the faith to buy another one of their products mad.gif
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Le Box of Black
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post #115 of 1415
I'm not getting anywhere either. Its been like 2 weeks since I sent them the copies of proof they wanted, and nothing.
post #116 of 1415
Quote:
Originally Posted by superj1977 View Post

There is no list of approved sellers...there is however a list of retailers that sell Mionix products wink.gif
Nowhere on the website does Mionix state that you must buy from the sellers they list to maintain your warranty, neither does the warranty terms on their website state this and its not detailed on the warranty card in the product box either.
When i bought one of their products i chose partly due to the fact i liked the warranty terms they set out on the products page, but now i need help it seems Mionix are throwing in a few other terms at their discretion.
At first they had a problem wit h the price i paid and said i did not pay enough! rolleyes.gif i told them that i didnt see any RRP on their website or on the product box but they then replied that the mouse was used and i needed to get a receipt from the original owner....but this was after i had already told them twice that the mouse was bought brand new by myself, they just choose to ignore what i had already told them.
mad.gif
Then they ignored my emails for over a week.
If i had known before hand that the warranty required the item to bought from an authorised seller then i would have asked them for a list of authorised retailers they approve of.

Understood but they would be on a sticky wicket legally stating that any seller in there "where to buy" list is not an approved seller (they are after all telling you where to buy their products not how).
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post #117 of 1415
Hi Overclock.net!

It's been a while since we last posted anything here, it's not out of laziness, it's just been a really busy period and we can always be contacted on info, support och media e-mail if there is any questions. From now on we will try to keep an closer eye on this forum to make sure we can answer any questions related to the Mionix brand, but we would still appreciate if all support queries would be sent to the support mail instead of using a open forum for these issues.
For those who had problems reaching the support this last week we would like to appologize, we are going through some changes at the moment, but we will do our very best to speed up the process and be able to answer all support queries within 48 hours.

I'm not that keen in writing an answer to a specific support query on a forum, but since its been brought up and it's starting to get out of hand I will try my best to explain the situation.

The warranty of the Mionix products is 2 years in the UK, in many cases the reseller help us out with replacing the products in the unfortunate event of a hardware malfunction. In other cases, e-bay, amazon etc we use our UK distributor to handle these replacements. We have no problem to exchange a broken product if it's still covered by warranty and we can be presented with a valid proof of purchase.
The products must have been bought from what previously have been refered to as an authorised reseller. By authorised reseller we do not only mean the resellers listed on our homepage, but all resellers that order thier products from us and our UK distributor. Some of these resellers use e-bay as saleschannels and we believe that is a good way to keep the products available on the UK market.'

The 2 year warranty begins at the first sale of a product, when the reseller ships it out to the customer. No matter if the product package/box is broken or not, or if the product is used or not, the warranty time will not change, it's still 2 years from the first purchase. If you sell your product (brand new, still in the box or not) as a private seller on e-bay, the new owner of the product will not get 2 years warranty in turn, he will keep the remaining time (if there is any) from the first purchase if he gets the original receipt from the first owner and can prove that the product was sold from a reseller within 2 years.

In this much talked about errand there was a very low price on the product, a price that most of our resellers would not be able to use without losing money on the product. I'm not saying there is no resellers out there willing to lose a few pounds to get more customers, or selling out all thier products before they close down, which can be the case in this errand. In any case we have to look it up and make sure there actually is warranty left on the product before we can replace it. In this case the proof of purchase is a order confirmation from e-bay, stating the name and address of the buyer. There is no information about the seller at all, no company, name, address or any way to identify the seller of the product to see if it's a company or a private individual. We have asked for more confirmation, but have received none, and without it it's hard to get further with this. Hopefully our customer can find some information we lack and can send it over so we can help him out with a replacement product.


Let's move on to something that might be of interest of all Mionix Naos 5000 users out there:
We have finished a new beta version of the firmware, some that have been in contact with the support have it allready and it seems to solve most issues that have been out there. We are also in the last stage of the software beta, which just need a few more tests before it's ready to beta test by end-users. Today it have some minor bugs which we are aware of and still working on, but the crash issue when hitting apply/ok (Chrome conflict) is solved and with some more tweaking our hopes is that we can release it to a chosen few within a week. If anyone want to try out the new firmware or the software when it's done you can contact me at anders@mionix.net ,all feedback we can get is much appreciated. We feel that a closer relationship with overclock.net can gain both us and our customers, with all the experience gathered here we belive that we can sort these kind of issues faster in the future. For those who are interested in beta testing and can provide us with good feedback there might be possibilities to betatest new products in the future and help us develop better and more solid products.

Best Regards,
Anders Börjesson
Service Manager
Mionix AB
Edited by Mionix here - 8/22/12 at 10:13am
post #118 of 1415
Quote:
Originally Posted by Mionix here View Post

The products must have been bought from what previously have been refered to as an authorised reseller. By authorised reseller we do not only mean the resellers listed on our homepage, but all resellers that order thier products from us and our UK distributor.

If this is neccessary to maintain warranty period then you should make this list of "authorised" resellers available to all potential Mionix owners, this list is not currently public, how are we to know who buys products from you?
You MUST clearly state this information on your website so all future customers can see that your prodcuts MUST be bought from specific retailers that buy direct from you.




Quote:
Originally Posted by Mionix here View Post

In this much talked about errand there was a very low price on the product, a price that most of our resellers would not be able to use without losing money on the product.

I see nowhere a quote or mention on your website nor RRP on prodcut box about the price of your items, neither do you mention this in your warranty terms.
Twice i told Mionix the product was bought brand new, but Mionix chose to ignore me and simply decided for theirself that because the price was low that it was 2nd hand....even after i told Mionix a third time it was bought brand new, they still igonored me and decided that the item was bought used just because it was bought on ebay and for a low price.

The terms of warranty on the Mionix website and in the prodcut box mention nothing of the need to buy from an authorised seller (not that we know who they are anyway) nor do they mention anything of price.
The basis for your RMA refusal are based on terms you have variated yourselfs after sale, to change the rules after somebody has accepted the warranty on your website is unfair and i dont doubt its even lawfull.

Im sorry that you dont see my point, i really am.
All this aside, i do love my Naos 3200 <3



EDIT:
Quote:
Originally Posted by Mionix here View Post

The products must have been bought from what previously have been refered to as an authorised reseller. By authorised reseller we do not only mean the resellers listed on our homepage, but all resellers that order thier products from us and our UK distributor.

Please can you post this list in full so all potential Mionx owners can see clearly where to buy from in order to maintain their warranty period.
Thanks.
Edited by superj1977 - 8/22/12 at 3:50pm
Le Box of Black
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Le Box of Black
(19 items)
 
  
CPUMotherboardGraphicsRAM
i7 930 Gigabyte X58A-UD7 r2.0 GTX 770 16GB Corsair Vengeance in Triple channel mode ;) 
Hard DriveHard DriveHard DriveHard Drive
Ocz Vertex 2  Samsung F1  Samsung F3 Samsung F1 
Optical DriveOSMonitorKeyboard
Sammie Dvd rw Windows 7 64Bit HZ281HPB 1200p / HP IPS 1080p / Samsung Syncmas... Qpad MK80 (Blue switch), SteelSeries 7G (Cherry... 
PowerCaseMouseMouse Pad
HX1000 CM-Stacker 832 Flipped Naos 3200,G5,G400,G400s, G300, Kone+ Razor Destructor and Steelseries Qck 
AudioAudioAudio
X-Fi Fatal1ty  ATH-T500 / AH-D510 Samson CO1U PAK Condenser Mic  
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post #119 of 1415
Quote:
If this is neccessary to maintain warranty period then you should make this list of "authorised" resellers available to all potential Mionix owners, this list is not currently public, how are we to know who buys products from you?
You MUST clearly state this information on your website so all future customers can see that your prodcuts MUST be bought from specific retailers that buy direct from you.

Sorry for not being clear on this. All companies in the UK buy thier products from our UK distributor and are authorised resellers. Private sellers are not (private e-bay sellers, auctions etc).
Quote:
Twice i told Mionix the product was bought brand new, but Mionix chose to ignore me and simply decided for theirself that because the price was low that it was 2nd hand....even after i told Mionix a third time it was bought brand new, they still igonored me and decided that the item was bought used just because it was bought on ebay and for a low price.

Like stated in previous texts, a brand new product is not always a brand new product. It has nothing to do with the condition of the product, if the box have been opened or not. It all comes down to the date of the first purchase, when a company sells the product for the first time to a customer. Everything after that purchase is not concidered brand new in the terms of warranty.

We have an ongoing e-mail conversation, there is no real need to post everything here. In order to help you we just need more information, on the proof of purchase we have today it's a black spot, where the seller should be stated. I would gladly help you replace your product, but please get back to me with the information we need and we can sort this out.

Best regards,
Anders Börjesson
Service Manager
Mionix AB
post #120 of 1415
Hi, seems like my private-tweet did its job, nice to see you again Mionix biggrin.gif

I was wondered if you guys planing about release any new (optical please) mouse?
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