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EU Warranty Law - Razer official position on that matter

Discussion in 'General Discussion' started by InvictusApollo, Mar 6, 2017.

?

Should Razer respect EU legal guarantee?

  1. Ofcourse

    11 vote(s)
    84.6%
  2. No

    2 vote(s)
    15.4%
  3. I'm from USA and I want to be protected like EUropeans are.

    0 vote(s)
    0.0%
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  1. We all know about Razers commercial guarantee aka "Limited Warranty". It lasts1 year for gamepads. However: "Under EU rules you always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order."
    This guarantee is called "legal guarantee".
    In the wild wild west, where consumer rights aren't as well protected and planned obsolescence runs rampant, warranties last usually for a year.
    However Razer sells their products in European Union as well. Razer store sells product throughout EU.
    I would like Razer to officially make a statement on whether You respect UE regulations and repair/replace/refund faulty products within "legal warranty" (2 years).
    I'm not asking about "Limited Warranty" and thus I would appreciate if anyone who responds wouldn't talk about it.
    Just answer: if I order a gamepad (that has 1 year "limited warranty" aka "commercial warranty") in Razer online store (https://www.razerzone.com/eu-en/store) and the gamepad malfunctions after 1 year but within 2 years, will you respect EU law and repair/replace/refund it under EU "legal guarantee"?
    I'm asking because I am an European and I do consider buying probably the most expensive gamepad for PS4 in existence from Razer store. And should it prove to be faulty, I don't want to hear explanations like: "even though we sell in EU, we are from USA and we don't care about your rights".
    Here are some links about EU law that protects customers:
    http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm
    http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/faq/index_en.htm
     
  2. Predator5

    Predator5 Well-Known Member

    We already had this discussion on this forum, here's the link.
    If you order the items from Razerstore Europe, EU Customer Protection law should be applied, aka you will be getting 1 year of the commercial/limited warranty + the EU legal guarantee.

    Here's a quote from Razer's page about warranty.
    @Razer|Technokat maybe you can answer this better :)
     
  3. Predator5 thank you for your input. I checked that thread and noticed that Razer staff haven't actually answered this question. Their staff member just dodged it and redirected to customer support. Honestly I dont' believe this kind of behavior to be appropriate. This matter should be elevated to whatever organizational unit is competent in shaping company's policy. And then conveyed back, to provide definitive answer to customers. Especially when EU market is so lucrative. And especially when a company wants to develop an image of a prestigious, quality manufacturer ("...We are the cult or Razer...")
    Although the quote from Razer's page does vaguely state that they do not "...exclude, limit or suspend..." rights that European Union provided it's citizens, there seem to be some discrepencies.
    I still believe that an official statement from Razer would be beneficial for all parties involved.
     
  4. technokat

    technokat Director, Social Marketing Staff Member

    Welcome to Insider, and thank you for your post.

    I believe the terms are clearly laid out on our warranty and terms page. Simply put, the team that is handling any customer support will be the best team to advise on what your resolutions may be, on a case-by-case basis such as country of purchase to issue specifics.

    With our efforts to ramp up our service to our fans, we seek your understanding that the teams here will do right by you. Developing 'an image of a prestigious, quality manufacturer' goes beyond contesting legalese when a problem arises, but of our actual commitment to put a quality product on your hands and standing by it.
     
    Vaypron, PT.Singer and Destrok like this.
  5. Long story short: yes

    Here is the email I got from Razer Support:

    "Hi Piotr,

    Thank you for contacting RazerStore.com.

    I would like to confirm you that all products bought in Europe have 2 years warranty, therefore, you will, indeed, have 2 years warranty on the Raiju! You can find it down below.

    https://www.razerzone.com/eu-en/store/razer-raiju

    If you have any further questions, feel free to reply to this email.


    Have a nice Wednesday!

    Sincerely,
    Carlos
    Razer - Tier 1"
     
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