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So I just RMA'd something for the first time in my life... It was a Razer Imperator.
I've had problems with it since the beginning, some z-axis issue. Everytime I lifted the mouse, it would move about an inch towards the bottom right of my screen which wasn't a big deal at first but it's been costing me lately.
After a long string of e-mails with Razer, I finally got them to tell me to RMA the mouse. Hell, I only ever receive things at my door, I know nothing about shipping.
I used Canada Post to ship the mouse to Razer and the lady didn't seem to know much about shipping outside of Canada. Then she put a label for the customs which qualified the product as "gift" and worth $80.
I'm worried that Razer will deny the package for having to pay the "screw you" fees, but on the other hand, I'm guessing they probably have some way to prevent that... Anywho, was something done wrong?
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United States24750 Posts
I had to google what rma meant... I was so confused when I was reading this OP lol.
How often do you life the mouse? I never do normally...
edit: or maybe I don't notice
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On June 17 2010 10:07 micronesia wrote:
I had to google what rma meant... I was so confused when I was reading this OP lol.
How often do you life the mouse? I never do normally...
edit: or maybe I don't notice
I'd say I lift the mouse probably every minute or 2 to recenter it. It's probably a bad habit but I've been a geek for too long to get rid of it.
I play at a pretty high sensitivity on a small surface - that's kind of how I'm comfortable.
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Most companies should send you a shipping label/instructions and they should cover shipping costs both ways. That was my experience with both NewEgg and ASUS. If you have to pay for it yourself, you definitely should get a tracking number.
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Okay, Where I live, RMA is done from shop's end. So if you bought it from a retail shop, you return to them with a RMA reference number and ask them to verify the fault and the shop will sent it back to Manufacture for a credit or reimbursement.
I dunno how it's done in Canada but if I were to required to sent it back to Razer, I would make sure that to use some form a register post so you can track and verify proof of delivery.
Other than that, you just have to wait. It will take how ever long it needs to take. If it takes a ridiculous amount of time, then you can argue for a full replacement or refund but again I don't know if this applies in Canada.
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Well in this case and in most cases here I have to handle things directly with the manufacturer for the most part. First 30 days are covered by the retailer, next 11 months are covered by Razer itself. I know for a fact sending it to Razer was fine, I'm just confused with that customs garbage.
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I just found that my motherboard is defective and am going to have to go through the RMA process for the first time as well. I feel your pain. GL with your mouse.
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I don't know what you want out of an RMA, but the z-axis issue is a design flaw with several of razers 3.5G mice, a replacement won't solve anything.
Myself, and every other Imperator owner has this same problem, if its to bad for you to get used to, then you need a different mouse. Replacing the Imperator won't solve anything.
Your only real options are to call razer, and complain about the issue to a manager in hopes you can get a different equal valued mouse as a replacement, or sell it and buy a new one.
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just rma'ed my laptop, had to pay shipping there (done through manufacturer which was msi).
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On June 17 2010 10:57 Klapdout wrote:
I don't know what you want out of an RMA, but the z-axis issue is a design flaw with several of razers 3.5G mice, a replacement won't solve anything.
Myself, and every other Imperator owner has this same problem, if its to bad for you to get used to, then you need a different mouse. Replacing the Imperator won't solve anything.
Your only real options are to call razer, and complain about the issue to a manager in hopes you can get a different equal valued mouse as a replacement, or sell it and buy a new one.
Yeah - the new firmware was supposed to fix the "lift off issue" or whatever.
I figured if the Razer guy thinks the issue I described is worthy of a RMA, then maybe they'll give me something that works properly...
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My mouse moves too when I lift it, wtf is RMA?
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On June 17 2010 11:02 Djzapz wrote:Show nested quote +On June 17 2010 10:57 Klapdout wrote:
I don't know what you want out of an RMA, but the z-axis issue is a design flaw with several of razers 3.5G mice, a replacement won't solve anything.
Myself, and every other Imperator owner has this same problem, if its to bad for you to get used to, then you need a different mouse. Replacing the Imperator won't solve anything.
Your only real options are to call razer, and complain about the issue to a manager in hopes you can get a different equal valued mouse as a replacement, or sell it and buy a new one. Yeah - the new firmware was supposed to fix the "lift off issue" or whatever. I figured if the Razer guy thinks the issue I described is worthy of a RMA, then maybe they'll give me something that works properly...
Well if you get something without the "lift off issue" be sure to post back I'll be sending mine in too 
On June 17 2010 11:05 GreEny K wrote:
My mouse moves too when I lift it, wtf is RMA?
Return merchandise authorization, basically it means they authorized you to return your item for replacement/refund so you can send it in.
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United States22883 Posts
RMAs are the easiest thing in the world. Every company has a different policy on it, but you just print their label, and send the item back. Some make you pay postage or restocking, some don't.
Usually the instructions are like 3 steps:
1. Request RMA form from website
2. Print and attach label
3. Ship package
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On June 17 2010 11:05 GreEny K wrote:
My mouse moves too when I lift it, wtf is RMA?
Sending back a defective product to the manufacturer to get it repaired or get a new one (through the warranty)
My current (backup) mouse moves when I lift it but it's normal for it to move a little as it still scans the something for a second. The z-axis thing is a bug that makes the cursor always go to the bottom right and by a pretty damn big distance; it's VERY annoying.
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On June 17 2010 11:14 Jibba wrote:
RMAs are the easiest thing in the world. Every company has a different policy on it, but you just print their label, and send the item back. Some make you pay postage or restocking, some don't.
Usually the instructions are like 3 steps:
1. Request RMA form from website
2. Print and attach label
3. Ship package
They didn't give me a shipping label. Had to do it myself.
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Paying for the shipping is fair.
Just think of the manufacture as another shop. It is the customer's responsibility to return the merchandise to the shop for return or refund. The courier fee is not included in the value of the merchandise, it is a service done on your behalf so you don't have to physically bring the item to their shop.
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On June 17 2010 12:44 haduken wrote:
Paying for the shipping is fair.
Just think of the manufacture as another shop. It is the customer's responsibility to return the merchandise to the shop for return or refund. The courier fee is not included in the value of the merchandise, it is a service done on your behalf so you don't have to physically bring the item to their shop.
No, it isn't fair. The problem with that is that the merchandise does not work in the first place. Why pay S&H twice on one product where if it worked properly, you wouldn't need to send it back?
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On June 17 2010 13:47 Dknight wrote:Show nested quote +On June 17 2010 12:44 haduken wrote:
Paying for the shipping is fair.
Just think of the manufacture as another shop. It is the customer's responsibility to return the merchandise to the shop for return or refund. The courier fee is not included in the value of the merchandise, it is a service done on your behalf so you don't have to physically bring the item to their shop. No, it isn't fair. The problem with that is that the merchandise does not work in the first place. Why pay S&H twice on one product where if it worked properly, you wouldn't need to send it back?
^ agreed.
Customer A gets product that works. $90 + $10 S&H.
Customer B gets product that doesn't. $90 + $10 S&H + $10 shipping back.
Who's fault is it that B had to pay an extra $10? The manufacturer's fault... When he bought it, he didn't intend to pay $110.
I really hope they send me a mouse that works properly but things are looking grim.
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On June 17 2010 14:01 Djzapz wrote:Show nested quote +On June 17 2010 13:47 Dknight wrote:On June 17 2010 12:44 haduken wrote:
Paying for the shipping is fair.
Just think of the manufacture as another shop. It is the customer's responsibility to return the merchandise to the shop for return or refund. The courier fee is not included in the value of the merchandise, it is a service done on your behalf so you don't have to physically bring the item to their shop. No, it isn't fair. The problem with that is that the merchandise does not work in the first place. Why pay S&H twice on one product where if it worked properly, you wouldn't need to send it back? ^ agreed. Customer A gets product that works. $90 + $10 S&H. Customer B gets product that doesn't. $90 + $10 S&H + $10 shipping back. Who's fault is it that B had to pay an extra $10? The manufacturer's fault... When he bought it, he didn't intend to pay $110. I really hope they send me a mouse that works properly but things are looking grim.
That's bad RMA service, corsiar and logitech payed for my shipping when i RMAed from them i just need a box to ship it in.
also your problem is that it moves down when you lift up the mouse, it's not a ball mouse it will continue to track as long as it sees something to track? or does it move down and not be at all back up when you put the mouse back down, becuase the tracking should go both ways.
ofc my mouse is i lift up the pointer goes up and when i put it back down the pointer goes down nearly back to where it was. ofc i never lift my mouse though. Seems like a bad ball mouse habit.
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Sometimes it depends on who you are RMAing to. I know that manufacturers will sometimes pay for your RMA, but retailers like Newegg probably won't. I think Newegg's line of thought 'We didn't break it, why do we have to pay?' which isn't that unreasonable since they do an amazing job of packaging.
Though in general RMAs are a simple process.
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Yeah ship it then 2-10 days later they ship it back which can end up being 2 weeks to like a month depending how it goes.
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On June 17 2010 13:47 Dknight wrote:Show nested quote +On June 17 2010 12:44 haduken wrote:
Paying for the shipping is fair.
Just think of the manufacture as another shop. It is the customer's responsibility to return the merchandise to the shop for return or refund. The courier fee is not included in the value of the merchandise, it is a service done on your behalf so you don't have to physically bring the item to their shop. No, it isn't fair. The problem with that is that the merchandise does not work in the first place. Why pay S&H twice on one product where if it worked properly, you wouldn't need to send it back?
The fact is, electronics equipment will always have a chance to malfunction. This is well established in pretty much every warranty contract situation.
You pay for fuel don't you? You pay for bus ticket don't you? It's the same thing.
The Manufacture do not and should not cover the service which you use to get the merchandise back to them.
If the Manufacture's RMA center is 500 meters from your home, are you going to argue that you have to spend 10 mins walking there?
Look, I don't know how things are done in the states but where I live, it's pretty straight forward, freight is not included in the warranty.
Some manufacture do this out of kindness but I don't expect it, I just think of it as sending some one else to bring it back to the hardware maker and paying him for it.
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On June 17 2010 12:44 haduken wrote:
Paying for the shipping is fair.
The fact is, electronics equipment will always have a chance to malfunction. This is well established in pretty much every warranty contract situation.
You pay for fuel don't you? You pay for bus ticket don't you? It's the same thing.
The Manufacture do not and should not cover the service which you use to get the merchandise back to them.
If the Manufacture's RMA center is 500 meters from your home, are you going to argue that you have to spend 10 mins walking there?
Look, I don't know how things are done in the states but where I live, it's pretty straight forward, freight is not included in the warranty.
Some manufacture do this out of kindness but I don't expect it, I just think of it as sending some one else to bring it back to the hardware maker and paying him for it.
Electronic equipments as with any other consumer product do have chances to malfunction upon arrival, you are right about that. You are also right about how it is pretty normal (in most countries) for the consumer/end-user to pay for the shipping reporting an RMA.
However, it is in my opinion that the manufacturer should pay for the shipping for the RMAs. I do not have the original source at hand, but there was an article recently about how shipping costs are 1/1000th the cost in relation to how much the consumer will pay to ship something back. The consumer is highly disadvantaged because we do not have logistic systems established while manufacturers do (in long-term contracts with shipping companies around the world). If they are really willing to stand behind their product as well as customer service(satisfaction) in maintaining their brand name they would pay the fractional cost of the RMAs.
In a business sense, they do not want to pay for the shipping on RMAs because they do not want:
1. People to abuse the system
2. Do not want frivolous losses
Most companies have a very simple stance on RMAs, and it's along the lines of... "If there is something wrong upon arrival, just send it back and we'll make it right" It seems very simple and justified, but by really thinking it through you can see that the end-user is the one who has losses to get the original product.
I know for a fact in Seoul, South Korea, (due to to the highly competitive e-shopping market) they will pay for everything in terms of shipping. The original shipping, RMAs, refunds, whatever. They just want exposure of their company and to protect their image (not to lose market share). I hope to see this kind of level of customer service in the near future for more countries.
Thus, I cannot agree with the quote above "Some manufacture do this out of kindness ..."
There is no such thing as "kindness" in business policies it's all about best interest for their entity. Some companies such as Logitech (a strong company with market shares in different sectors) the shipping is nothing to them due their size and it is in their best interest to take care of their customers for create brand loyalty/customer retention.
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EPT
