Faulty CoolerMaster keyboard - expected to pay RMA postage?

Shoxt3r

Hi all,

I have a CoolerMaster keyboard which I was bought as a present via Amazon via a third-party seller. After multiple messages to and from Amazon and the third-party they have continually directed me to the manufacturer (CoolerMaster) to have the keyboard repaired.

The keyboard is well-within the 2-year warranty, but I've been told that as it's over a year old there is nothing that can be done except get it repaired (if it had been bought through Amazon they said they would have exchanged or refunded it without a problem under their standard A-Z Guarantee terms). The actual problem with it is 2 of the keys do not have the same "feel" as the others which I believe to be a failure of the switches, or at least a partial failing which is only going to get worse as time goes on. I should point out the keys are working but they feel very spongy when in use - there is a noticeable difference between those 2 keys and the rest.

I opened an RMA with CoolerMaster to have the keyboard repaired a few weeks ago and upon setting up the RMA I was told that the postage would need to be covered by myself which I initially didn't have a problem with.

However, after packaging it all up and visiting the Post Office to send the item through I was told that the cheapest option was to send it via an untracked, unsigned for service for over £30.00 - the equivalent tracked service would cost me £57.00. This is mainly because of the sheer size of the package which would need to be sent as a Medium Parcel. Even if I was to reduce the packaging (which in turn would compromise the protection), sending a Small Parcel to the only address CoolerMaster have provided (Netherlands) would cost me around £20.00.

The keyboard itself was no small sum and costs around £140.00 brand-new. Agreed I did not pay this at the outset but it seems to be a real cheek that I have to pay a significant amount of postage to get something repaired that shouldn't have gone wrong in the first place - presumably the same process would be used if it were completely broken - effectively meaning you would spend around £190 all-told for the privilege of having a faulty keyboard.

I've been in touch with their Customer Service via email to see if they can provide a prepaid postage label but to be honest I'm not holding out much hope.

Does anyone have any tips for resolving this situation or do I just have to either stick with an expensive, ineffective keyboard or just bite the bullet and pay the postage to get it repaired?

Thanks in advance,

Shoxt3r

JJ_Egan

Warranty is not your consumer rights .
Its subject to any conditions the manufacturer chooses .
Your CR are against the vendor .

DoaM

If you're using the warranty - pay to send it back if that's what the warranty states.

If you wish to use Consumer Rights then the person who bought it will need to deal with this ... YOU have no consumer rights at all as you didn't buy it.

Shoxt3r

Thanks both for your replies.
By Consumer Rights do you mean to reject the item or demand that it be repaired?

My parents have already attempted to claim the money back from their bank but the bank simply said that as the transaction was made over a year ago they wouldn't be able to cover it.

When I attempted to get my laptop repaired it had to go back 3 times before I could reject it (repair and postage was all covered under the warranty via Currys) - I ultimately ended up rejecting the laptop for a full refund. However, I'm guessing these rights don't apply to my keyboard situation as the keyboard has yet to be repaired even once.

Thanks again.

pmartin86

I sent a corsair keyboard back via royal mail recently, postage was about a tenner, I think you need to check again...

Shoxt3r

pmartin86 wrote: »

I sent a corsair keyboard back via royal mail recently, postage was about a tenner, I think you need to check again...

Was that to a UK address or abroad though? The only address CoolerMaster have given me is Netherlands.

Since posting I've received this highly-useful response from CoolerMaster themselves....

Thank you for your inquiry.

We are sorry sir but we don't cover the shipping costs for sending a RMA to us.

Cooler Master asks that our customers to cover shipping costs back to our service center.
Cooler Master will cover the cost for returning the a replacement product.

It is up to you to choose which courier they would like to use to ship the product to Cooler Master. The product should be packaged in a safe and secure as to not cause damage during shipping.

See also our warranty policy:
http://www.coolermaster.com/service/warranty.html

If you have any other question, please let us know.

Thanks!

Shoxt3r

Does anyone have any thoughts about what I can do to bring the postage price down?
Thanks in advance.

agrinnall

Just to point out that as it was a gift you have no consumer rights anyway (and may not have any warranty rights unless it's tranferrable), only the buyer has them.

cajef

Did you bother to read the terms of the warranty:-

2. Who Is Protected

The original customer purchasing the Cooler Master Product is covered under the Cooler Master Warranty Program.

RumRat

Phone the UK support on 0161 768 0632
0730 - 1530
They may should be able to advise you if there is a UK choice.

System

Medium Parcel is £30? Since when? Even Special Delivery isn't that much. I've sent amateur radios which weigh a whole lot more and come in larger boxes Special Delivery Next Day by 1pm insured for £1000 for under that.