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Roccat warranty story, not a happy one. - Page 2

post #11 of 13
As bad as it is for smaller shops: Next time buy from Amazon or a large chain, no problem with refunds there.
Quote:
Originally Posted by AliveNoMore View Post

Ethically they are being a**holes. Considering Roccat's hardware is rather overpriced it would not cost them much to take care of the matter and send a replacement. If they are that stingy maybe the customer would pay for shipping.

It's hardly that overpriced, of course the price for a single unit isn't that high when only taking manufacturing into account, but Roccat is a company that actually does their own development and also comes up with innovative products, that costs money which has to be put into the product they sell. It's not the same as picking an OEM shell and sticking a set of internals in it from a list of available hardware like the cheap brands do (Anker, e-Blue, Sharkoon,...) Also the company isn't in China or some other country with cheap labor which makes at least their R&D expensive.
Edited by Ino. - 10/21/15 at 1:21pm
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post #12 of 13
I'm not saying this isn't how a normal business works. I agree completely that they don't have to do anything. They are in the clear. However, they should!

And yes, I am trying to look at this from Roccat's point of view: a company with a lot of money and good reputation that can benefit more by replacing a device that probably costs a few/several dollars to manufacture and keep the customer happy. This happy customer will be more inclined to purchase another Roccat product in the future and/or might spread the word that this company has good support/return policy which could encourage more people to purchase.
This is how you gain loyal customers!

As it stands, the customer is unhappy which makes it a lot less likely that he would purchase another Roccat product and sharing his experience on a forum might discourage future customers. Like me, as I was considering purchasing a second Taito as backup if something happens to my current one. Well, I'm now much more likely to get a QcK instead.
Sure, diehard fanboys won't be affected but I don't count them in the equation.

Look at Cooler Master. A customer came in the Spawn thread, mentioned that his mouse had died right before a tournament. CM sent him a replacement just like that. Sure, it was not the same mouse, and it was basically second hand, but it was still a decent gesture.

Roccat on the other hand simply stick their fingers in their ears, cover theirs yes, and hope this just blows over. And it will unfortunately.

And again: at the very least they should've had the decency and courtesy to respond to his e-mails. That costs nothing.

Quote:
Originally Posted by Ino. View Post

It's hardly that overpriced, of course the price for a single unit isn't that high when only taking manufacturing into account, but Roccat is a company that actually does their own development and also comes up with innovative products, that costs money which has to be put into the product they sell. It's not the same as picking an OEM shell and sticking a set of internals in it from a list of available hardware like the cheap brands do (Anker, e-Blue, Sharkoon,...) Also the company isn't in China or some other country with cheap labor which makes at least their R&D expensive.
Hence the term "rather", as I realize that there are more overpriced products out there. But their prices could go down a bit.
Also, the company may be in Germany but the actual manufacturing is outsourced. My Taito is made in Taiwan. I doubt they made only their mousepads in China/Taiwan/somewhere else cheap.
Edited by AliveNoMore - 10/21/15 at 1:37pm
post #13 of 13
I think all gaming companies that are less popular than Roccat will have warranty issues like this. Nothing special, you did your best and I would complain to the related authorities and move on.
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